Waypoint Homes

Their check/refund is being cut and processed today.

The company is the worst. Really horrible maintenance team. We had issues since day 1 and continues. We are paying for a 4 bedroom but cant use one due to water leak, they came out 3 times until finally figured out it was the thermostat that needed replacement. So we were sleeping in 63 degree temps. Renters beware!!!!!! Do your checking before, check yelp. Horrible reviews! Unfortunately we are stuck in a lease. Definitely not renewing. Sucks to know we have 10 months left here. Do not rent from Waypoint or Colony homes. You will regret it!!!!!! I do have pictures to prove it!

I have rented from Waypoint homes for approximately two years and I have had many issues with this company. In truth I can not wait to move out into my own home so that I don't have to deal with this company anymore. I am generally a pretty laid back and accepting person, but I have given this company the benefit of the doubt too many times now and I feel I would like to warn other prospective customers before they make the mistake of renting from Waypoint homes. My issues, in brief, are the following:
1.) They are bullies-
I have paid my rent early and in full for the entire duration of my renting experience, but I received an eviction notice on my door (no phone call, no email or warning of any sort) because they did not receive a check that I had sent. The issue, I found out later, was that they changed their PO box address and failed to tell me. My check was just floating in the ether...When I called to have it straightened out I was told they sent out a "mass email," but I save all emails for at least a year, and I found nothing in my spam, inbox, etc.
2.) It is hard to get help in a timely manner-
It is difficult to call anyone in the customer service department because they do not give out their personal phone numbers, and you have to wait for them to call you (which they say they will do within 24hours, but they rarely do). Often times you can get through to someone with email, but they won't read your questions carefully enough to provide a helpful response. I emailed my local Waypoint rep(?) to call me, I also put in some sort of "work order" for a phone call and I'm still waiting days later.
3.) Work orders-
I have put in many work orders since I have rented from Waypoint and there are some major issues involving their work order processing team. First off when you put in a work order, 5 different people handling the same case will call you. None of them communicate with each other, so be prepared to explain yourself 5 times to 5 different people that just might be high on drugs. When the repair visit is scheduled, and you take time off work to be there to let the technician in, he/she might not show up so be prepared to miss multiple days of work for one work order. Another fun one is when they do show up, but aren't fully prepared for the job, so you end up rescheduling a few times just to complete something that should have taken a couple of hours to complete. Last but not least, you put in a work order for a repair, they actually show up with the proper tools, but they don't fix it correctly and your sink still leaks 1 year later...
4.) Pet removal addendum issues-
I had a pet who I paid rent for during the first year I rented. He passed away and I talked to someone from Waypoint who "assured" me he was removed from the lease and that I would not be charged rent for him any longer. Months later I received a phone call regarding my "balance." It appeared that I was still charged for my pet rent event though I was told he was removed. The individual I spoke with told me that I needed to sign a pet addendum because the new system (after the merger) required written proof. I signed the paperwork and sent it in along with my vet records showing that my dog was euthanized. Months later I receive an email about my "balance." I was confused and emailed the individual back stating that this had been taken care of and that "so and so" helped me with this issue in the past.... Long story semi short- I had to resend the pet removal addendum more than 3 times to multiple people (communication doesn't occur between Waypoint employees), I never received confirmation that the balance was removed, they put the wrong name on the paper work (twice), I'm still waiting for confirmation that this was taken care of.
I'm sure I'm forgetting other issues, but these are the few that have been burned in my memory.
Please take my advice. This is the first review I have ever written in my life, but I felt compelled to write it.
DO NOT RENT FROM WAYPOINT!!

Whitney S[redacted] will receive a refund of $2,897.50 and can expect it from UPS next week. It is currently being processed.

As previously explained, this account is no longer in our possession as it has been transferred to FCO. All disputes will need to be completed through the collections agency.

Hello, [redacted] spoke with [redacted] on 6/23/15 and [redacted] is comitted to rectifying the situation. We will make sure you issues are resolved in a timely manner. Please contact [redacted] if you have any questions or concerns. thank you, CAH

Good morning!
Prior eviction(s), felony(s), and bankruptcy(s) are immediate disqualifications, which we share with prospective tenants  so they do not go forward with the application process as we know they are automatic disqualifiers.  We are not aware of credit complications until a credit report is run, and that can only happen after a prospect applies.  The following information is provided prior to moving forward with the application process:
Credit History – To determine satisfactory credit, we run a report through a credit report agency. Credit history from the past two years will be evaluated.
We regret that the outcome of the application was not favorable our goal is to be as transparent as possible.  However, some things we are not aware of in full until after the application is submitted.
 
Thanks,
Waypoint Homes

Ms. [redacted] will receive a full refund of $45.00.
 
Ms. [redacted] - Please expect contact from the local office on when it will be sent and confirmation on where you'd like the check mailed to. Thank you.

Dear [redacted], I am very sorry to hear that you are having these issues. It is our understanding that [redacted] is working with [redacted] (the property manager) to reevaluate the situation. [redacted] has reported that [redacted] has been more than willing to cooperate with the reevaluation of...

the situation since the notes from the first technician weren’t exactly accurate. We are definitely cooperating with the pest control company and once the notes from the reexamination are submitted [redacted] will communicate to [redacted] the final decision. [redacted] has [redacted] direct contact information so please get with him if you have any questions or concerns and work with her on resolving this matter. Respectfully, Colony American Homes

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not...

resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Regards,
[redacted]

Hi [redacted], We are in receipt of your communication. Heather will be contacting you shortly to discuss your concerns and desired settlement. Thank you, CAH

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]5, and find that this resolution would be satisfactory to me.  The business did not inform me that I would be credited for March, however, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

Hello, Our records indicate that your issues have been addressed and are no longer under the 'evict' status. The local office is your first point of contact however if you have issues contacting them you may contact the corporate office and although we dont manage your property we can...

certainly assist with escalating issues and getting someone on the line for you. Thank you, Colony

We have leased a home from this company for 2 years. Our first mistake!
So for 2 years, we have had numerous issues that include leaks in our ceilings (multiple),a fence that WE have had to repair;
carpet that has lifted and disintegrated, and multiple appliance associated failings. But the greatest issue was our AC units; or should I say the company's failing to repair our AC units. For two (2) years, we have lived thru intense humid/hot days and nights. The highest temp inside the home was over 90 degrees. We had to purchase over a $1,000 of portable units so our children would be able to sleep. When we called, they would say they'd send a company out to evaluate the units. The company would say they would have to have the company's ok for the charges. This scenerio would continue on and on. This time we called the company and told them they were in default of Texas' renter's rights. Im sorry, I should have said, NOBODY would answer the phone unless you selected the phone option for wanting information for renting a home from them.
I would warn anyone to NEVER consider renting from WAYPOINT/COLONIAL homes. When we told them we couldn't believe we paid over $2,200 to live in this house, the HEAD OFFICE told us, "well, you do." nice, real classy company.

Due to our lease agreement the payment amount proposed by the resident cannot be accepted and all fees will remain as they are valid and stated in their lease agreement. The response sent via social media was a private message to the resident therefore non of their personal information was...

view-able by the public. 
Thank you,
Waypoint Homes

[A default letter is provided here which indicates your acceptance of the business's...

response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Zully G[redacted]

Hello, The property and regional managers have been informed of your recent complaint. [redacted] will touch base with you with in 48hrs to discuss your concerns further. We do see the work orders in the system, it looks like we are waiting for vendor quotes however [redacted] will provide...

more information as she is the property manager and best point of contact at this time. Please note: this is not our final response. Thank you,
[redacted]

Dear [redacted],
I am very sorry to hear of the issues you have had with your home and the local office. Our records indicate that the property manager has solved this matter offline with you. If in the future you ever have any issues with the local office, please know that...

the corporate office is here for you! Even though we do not manage your property we are always here to assist with the escalation process.  ([redacted]
Thank you,
Colony American Homes Customer Service

We vehemently dispute Waypoints method...

of the walk through procedure, assessment of charges, and are complaining in the strongest possible terms about the customer service we've received. We maintain that Waypoint has not followed California Civil Code 1950.5 in the following areas: "Based on the [initial] inspection, the landlord or agent must prepare an itemized statement of repairs or cleaning that the landlord or agent believes the tenant should perform in order to avoid deductions from the security deposit. The landlord or agent must give the statement to the tenant if the tenant.” No list was ever provided to us. (Ms. [redacted] told me that Waypoint was simply not required to provide such a list.)“The landlord or agent also must give the tenant a copy of the sections of California’s security deposit statute that list lawful uses of tenants’ security deposits [which limits] the kinds of repairs or cleaning that the landlord or agent may properly include in the itemized statement." No such copy was provided. "Because of this statute, the landlord cannot use the tenant’s security deposit to repair damages that are the result of ordinary wear and tear. The landlord must prove that repairs are necessary and reasonable for conditions beyond normal wear and tear." 1.) We demand that Waypoint prove that the damage to the sink (which we admit existed) was not the result of "normal wear and tear." We also would like to see receipts, including the cost of parts and labor for installation. (2.) We maintain that the shower curtain rods were NOT present when we moved in. We demand Waypoint prove that they were.  During the final walk through, Kathryn was told by the "Field Project Manager, Cory," that many of the items in question (including the shower curtain and sink), would not be charged to us. Cory either flatly lied, or was not authorized to make such decisions. We consider this horrendous customer service, and will continue to complain about this.