Complaints for Invitation Homes in Dallas, TX

Complaints	Type of response
1	Making a full refund, as the consumer requested
1	Making a partial refund
16	Agreed to make an adjustment
0	Refusing to make an adjustment
5	Refuse to adjust, relying on terms of agreement
0	Unanswered

23 complaints against Invitation Homes

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3/5/2025

RESPONSE: Agreed to make an adjustment Amount in Dispute: $400.00 Amount Settled: $0.00

Customer Complaint

2/11/2025

A discrepancy with an extremely high water bill. One month high at $336 (almost 10 X's higher than average). Everything prior to and since is what we typically pay. They did this to us once before and corrected it. There has got to be in error with the company invitation uses to manage some of the utilities. I have been down several avenues with them in an effort to resolve. Because of this our rent has not been paid as of 2/7/2025 ( we cannot pay the water bill as is), they do not accept partial rent , we've incurred a late charge. I cannot get a timely response from the property manager that per the maintenance tech I was advised to contact . I don't know what I can do. The property manager did phone 2/6/2025 I picked up call and she asked if I were Lisa I said yes, she added a few more words then call dropped. Not on my part, my phone was still clocking. She left a voice mail but with no ext or phone mail access just their main number which I phoned only to get someone to tell me my property manager wasn't available. This was within minutes of VM she left. This has been going on since 2/6/2025 it's Friday and they're not available on weekends and now I'm worried about being given a 3 day to quit. It feels as if this is an intentional in action on their part. Can you help? They won't accept the rent and they won't correct water charge.. Resolution Sought I would like this amount waived and reflected as well as late fee being waived

Company Response

2/18/2025

Invitation Homes has received and reviewed Lisa's complaint to the Better Business Bureau. We value our customers and are working directly with our Lisa to resolve the matter. Invitation Homes responds here to the Better Business Bureau's request for information as a courtesy. A customer service representative called and left voicemail for Lisa on 2/3 and 2/4 on their submitted inquiry about the high utility bill from 1/31. On 2/5 Lisa returned phone call and spoke with a different customer service representative who explained the process for the high utility bill dispute and that the work order showed no issue and offered to have an assistant portfolio manager speak with Lisa. On 2/6 the assistant portfolio manager called and stated they were from Invitation Homes and the line went silent and the call was disconnected. The assistant portfolio manager (APM) attempted call back and left a voicemail. On 2/7 Lisa called back and emailed. The APM was able to schedule a call with Lisa to review the high utility bill issue. The APM reviewed and explained to Lisa the same information provided by the customer service representative on 2/5. Lisa advised they would be submitting a BBB complaint and that they would be mailing in their rent payment and late fee for February. On 2/10 we received BBB complaint and reviewed the information relating to the high utility bill, and the portfolio director called and spoke with Lisa regarding the high utility bill and sent information for review to Conservice for the meter check. On 2/11/2025 Lisa amended complaint to include issues regarding blinds, stucco and exterior lights. Lisa has been in the home since May 2017, when Invitation Homes acquired the property. When Lisa spoke with assistant portfolio manager on 2/7, they were advised that during residency we never replace blinds outside of normal wear and tear as this is considered resident responsibility. Many of the photos of the blinds around the home show damage that is not caused by normal wear and tear. Missing blinds or slats, broken blinds, bent blinds and torn blinds are not caused by normal wear and tear. The maintenance manager confirmed that blinds and mechanisms last about 10 years with proper care. As of 2/17/2025 Invitation Homes is pending a response from the utility provider and will continue to place the charge on hold until we have a resolution. Lisa was advised that the resolution could be that they are responsible for the full amount if no issues are found with billing. Invitation Homes agrees that if Lisas place a work order for the blinds located at the kitchen area that they will be replaced at no cost due to damage to the mechanism being normal wear and tear due to how the blinds were trimmed at installation. Lisa is highly encouraged to place a new work order for stucco and for the exterior lights. Lisa has not placed any work orders for the exterior lights mentioned in the complaint and the last work order for stucco was placed in May 2023 at which time repairs were completed and not charged back to the Lisa. Invitation Homes prides itself on good customer service and legal and ethical compliance. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Better Business Bureau.

Customer Rebuttal

2/19/2025

I have since contacted their maintenance dept. to report other maintenance issues. I want to add that I was advised to submit rent check including a late fee. The following Monday someone else from Invitation homes phoned asking for rent and at that time also advised the water bill would could continue to remain on hold pending further investigation and that it would not be necessary to include late fee. I advised her I had already remitted rent with late fee. I asked her what would happen if they discover a mistake with the water charges and she said it would be reflected as a credit.

12/18/2024

RESPONSE: Making a partial refund Amount in Dispute: $1,500.00 Amount Settled: $0.00

Customer Complaint

11/14/2024

Property management did not send me my full security deposit. I was sent a check for $359 .58 ? I assure you and them this property was not damaged nor was anything stolen so to charge me this much for a light bulb are whatever else this is Not acceptable. We would like our full deposit back and we will leave this alone, without pursuing the already Law suit they have settled. Resolution Sought I haven't heard back from my rebuttal! I was just sent a check saying for move out refund. I would like the remaining balance of my security.

Company Response

11/21/2024

Wade Ashe, past resident stated they were charged $3000 per month. Rent, utilities and fees averaged $2050 per month. The resident gave notice, then retracted the notice to go month to month. The resident was charged month to month fee for the period they resided in the home after the lease end date. Mr. Ashe was charged damage fees for damaged items, as well as missing items. In addition, they were charged for final utilities. There is no record of resident requesting correct filter sizes. Filter charges are $9.95 per month, not $30 per month. The home was not left in mint condition upon move out. As a gesture of genuine care, damage charges were written off, which resulted in the resident receiving a refund in the amount of $359.58.

Customer Rebuttal

12/12/2024

I stand by my statement before ! Invitation homes has been known for misleading their tenants and as stated before they just this year settled a lawsuit for doing the very thing they are doing to my family! We didn't leave this property with the damages and the other made up things they lied about. After reading so many comments and complaints about this property management , it's clear that this is a terrible pattern of corruption.

Company Final Response

12/17/2024

Invitation Homes has received and reviewed Claudette Ashe’s complaint to the Business Consumer Alliance. Invitation Homes responds here to the Business Consumer Alliance's request for information as a courtesy. Claudette Ashe, past resident, gave notice 6/20/2024; however, vacated 7/20/2024. Claudette gave notice, retracted the notice to go month to month. The resident was charged month to month fee for the period they resided in the home past the lease end date. Claudette was charged damage fees for damaged items, missing items and final utility charges. Residents’ monthly charges included rent, utility charges, smart home system, filter charge and renters’ insurance. As a gesture of genuine care, some damage charges were written off, which resulted in the resident receiving a refund in the amount of $359.58. There were no undisclosed fees charged to the resident. As always, it is our hope to quickly reach a successful resolution of the complaint directly with the claimant and that this response shall close the matter with the Business Consumer Alliance.

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