Waypoint 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.
I could be satisfied with the opportunity to discuss the matter with a senior official at Colony American Homes, however, in their note to me, forwarded by the Revdex.com, it is indicated that the person that would talk to me is "[redacted]", who is probably the very individual (property manager) who has failed to answer or return my calls or emails that is the central argument in my complaint. Secondly, the note from Colony American Homes says that she has left me a voicemail. I have NOT received any voicemails from her or anyone at Colony American Homes and I have no evidence in my voicemail file of ever missing any messages from anyone. I consider this to be a falsification of the truth. I am not difficult to contact. I am a surgeon and my cell phone rings around the clock, as I take responsibility for sick patients. I cannot afford to miss calls or to miss voicemail messages. When I am not available because I'm in surgery, my voicemails are answered as soon as I am available or they are forwarded to my office. I don't think it is appropriate to go through filing this complaint about my property manager ([redacted]) and to have my complaint managed by the same person in question and by the same non-communicative approach that has led to my unhappiness. To this day, since moving into the rented property in January of this year, I have not heard from the property manager despite numerous calls to her voicemail, messages left with a phone-answering administrative assistant-type, and emails. When I last talked to the person that answered the number at the offices of Colony American Homes, that person confirmed that my email and snail mailing that I sent notifying the property manager that I was moving out of the property had indeed been received. However, I have not to this day received an email, a call, a message, or a written communication regarding the matter. This is absolutely poor business behavior, dereliction of responsibility, failed common courtesy, and the same disease that has caused me such discomfort during the period of my rental of the house on [redacted]. I will not roll over easily about this. This has been egregious business behavior. If this is how they are treating other tenants (customers), it is unacceptable and I am going to have something done about it. I can be reached at the cell number indicated in my earlier communication to you or at my office ([redacted]), or at this email address.
Regards,
[redacted]

Hello, [redacted] has advised that on Friday 8/21/15 your account was revised and a settlement proposal has been brought to your attention. Please continue to work with [redacted] and [redacted] to resolve this matter. Thank you, CAH

We are sorry for the inconvenience, but the work required permitting delays which were beyond our control.
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Thank you,
Waypoint Homes

Dear [redacted], I am sorry to hear that you have recently lost your job. We do understand that things may not be that easy when one loses their employment but we are glad to hear that [redacted] was able to assist you in giving you the extension until the 15th. It is our understanding...

that the payment was not received until 9/25/14 and so that is why the local office sent you to court as they would anyone else who does not honor a payment plan. Your account is at a zero balance and the court proceedings were stopped as soon as the payment was received. If you have any additional questions or concerns regarding this matter please contact your local property manager’s office. We certainly do apologize for the confusion regarding the online system and I am more than happy to review that with you if you would like. ###-###-####Respectfully, Colony American Homes

I was not given the opportunity to settle this issue prior to them turning it over to collections, nor was the amount turned over agreed upon. This company attemps to force its consumers to pay unfair charges.  When contact with the company is attempted it is not responded to or blocked.  I simplely want this to be removed from collections ands given the opportunity to set up a settlement with this company, without damaging my cridet or name.  I do not feel that this is an unreasonble request as I am willing to settle this logically.  At the time of my move out I did not have funds to settle any of this within 30 days.  The company never responded to my request in June to speak with a repersentives to settle this charge.

added additional comments in attachments please view
I did have a conversation with W[redacted] via email and yes I did correspond that to him. To avoid any confusion of the email I spoke with him directly after sending the email so we would be clear on how we were moving forward. I told him that the house was completely empty and cleaned in our conversation and I also told him that everything was in the garage and was being loaded from there to the truck and by the time of his arrival at 4pm everything would be loaded. He confirmed and stated that he would arrive at 4 and I stated since the office is so close to where I live he could come and inspect home on way home if he lived in the area. He reminded me that the holiday was Monday my intial appointment request and I moved the date back to that Friday before the holiday. The remote to the garage was returned in person by my friend [redacted], I was only given one garage opener remote upon move in according to [redacted] one room a section needed to be deep cleaned because it was soiled. If this were true why clean every room in the house? Why would they not just clean what was soiled? I had cleaners over the same day I moved, that was the purpose of moving everything to garage so the entire home would be cleaned thoroughly. Upon me moving into the house I had to clean the carpet myself out of my own pocket because no one from the company would come and do it. The lower level had sewage issues, Waypoint came and cleaned carpet and replaced padding, I still cleaned that area as well. Why would that area be re-cleaned and this is one of the area they are saying they cleaned.Neighbors as well as current tenants informed me that they viewed this property directly after holiday on the next business day Tuesday June 2,2016 and moved in shortly thereafter and no one had been there to clean, paint or anything they are alleging prior to then. Its a dead end street and neighbors see everything. Nothing was wrong and witnesses will contest to this. As stated previously, 5 galloon of paint was left the entire home was painted upstairs, nothing needed to be done lower level basement and if they used the paint how do they charge me for painting when it did not need painting? Its all dishonesty

Hello,[redacted] the property manager has reported that she was in contact with [redacted] to discuss the concerns in the home. [redacted] is currently making sure maintenance is completed in a timely manner and will also reach out to you all to discuss the rental concession that has been requested. We are very sorry for your issues and are confident that [redacted] will get this straightened out with you when she touches base via phone. Thank you, CAH

This company is awful about responding to maintenance requests. I have lived in a Colony American Homes rental property for about 8 months now and every single issue (of the MANY we have had) has taken weeks , if not longer, to resolve and generally is only taken care of when we hassle the maintenance people enough to finally bother them, that is, if we can actually get in touch with any of them. We have extreme difficulty getting in touch with anyone in the [redacted] office, and the corporate office is rarely of any help. DO NOT RENT WITH THIS COMPANY! YOU WILL REGRET IT!

As a frequent renter, I have become quite selective when it comes to thoroughly vetting prospective landlords. I think I may do as much of a background check on them as they do on me. While the online reviews of Colony American Homes were not universally positive, the people I dealt with before I signed my lease were professional and accessible. I fell in love with the property and signed my lease almost a year ago to the day.
Since then, I've been pleased that my ongoing interactions with the local management office (a Colony American Homes office, not outsourced) have been 100% satisfactory. They answer the phone or - if I get a voicemail - they return calls in a reasonable amount of time.
The handful of times I have needed to report a maintenance need, their toll-free customer service center has taken a detailed account of what was needed and scheduled a contractor to come out in a time frame that has always been appropriate to the nature of the maintenance issue.
I mentioned that I am picky. So, when a contractor has not lived up to my expectations, I have not hesitated to let Colony American Homes know about it. And, without exception, they've stood behind the work and made it right. Sending out someone new to get the work done properly. It has never been a hassle dealing with CAH.
Perhaps, as they've grown and come into their own, things have improved from the situations I remember reading about. Maybe there's a new team in place from a year ago? Whatever the reason, I can't think of any substantive complaint and felt that for anyone doing the same kind of online research into them like I did a year ago, I'd want them to see at least what my experience has been.
This week, I am renewing my lease, in fact. If you have any questions, feel free to contact me. Thanks and happy renting!

Hi [redacted], Unfortunatley our policy will not allow us to discuss this matter with you since your account is now with [redacted]. You can request any informaiton necessary from them, we will not be able to assist you with this matter. Respectfully, Colony

Hello,
I am very sorry to hear about your recent experience. Typically once you have reached our corporate office we do have an escalation process that we have to follow for ALL residents with no exceptions. After reviewing the phone call between you and [redacted] we have determined that she...

followed protocol and advised the correct time frame. We understand that there may have been need to "rush" things on your end but we have to treat all residents the same on our end and so we hope that you accept our apology and understand that it was not personal. [redacted] your local property manager will be contacting you to discuss the matter of rental verification with you here shortly.
Thank you,
CAH

Hello,
This complaint is a duplicate complaint from Amanda Linfors with the exact same contact information, address and situation. There is already a complaint on file [redacted] that is in the process of being addressed. Please remove or close this complaint
 
Thank...

you,Waypoint Homes

I rented a home through Colony America, which soon became Waypoint Homes. The property was in Conyers, GA., which feel under the jurisdiction of their Atlanta South Office out of Stockbridge, GA. Needles to say, there were issues with the property from day one. It took approx. 3 months for them to repair numerous roof leaks throughout the home. I complained that the lawn had not been maintained will the home was vacant prior to my move-in. After going back and forth with the leasing office for the better part of 6 weeks, their "30 day" lawn care policy had elapsed so now I was solely responsible for getting the lawn up to standard. Oh but rest assured, they offered to maintain the property for an additional fee of course. The screens around the home were not only the wrong fit, but they had the audacity to have them held on place by painted over nails. As if I wouldn't notice. I had to put in a maintenance request just to have the windows in the home opened, because they were painted shut! The electrical receptacle for the washer and dryer in the basement was out of the wall, just lying about on the ground. A dryer exhaust was merely a punched out whole in the side of the wall that I had to call maintenance to come-in and seal properly. There are plenty more less than favorable conditions that I could go on about but I going to move beyond ALL of that and get down to it. Basically, they sugar coated S[redacted] and called it suitable living. Upon move out, not only did they confiscate my entire deposit of $995, but they also charged me an additional $700+ for bogus charges. For example... When I signed my lease, I didn't list any pets; because I don't have any. Yet, they "claim" to have found evidence of Fleas. But, they couldn't prove it to me. They charged me $300 for pest control and another $300 for the clean up. For Fleas from an animal I never had! They charged me for the screen replacement, the same screens that I called and complained to them about in the beginning. I told them of 1 blind that was broke on a set of window shades; now all of a sudden there are 3. They charged me $100 for light bulbs, damaged fixtures and some other miscellaneous stuff. All of which I assured worked before I left. Now the carpet cleaning, having to repaint two walls, I'll take that; but most of these other charges are unheard of. Now that I'm gone, when I reach out to my designated POC I get no answer and no returned call. Last thing that was said to me is "you have until Dec. 31st to pay your remaining balance or we'll forward this to collections". With no regard for my complaints, and a serious lack of customer service.

Every since we moved into our home or has been nothing but stress and issues. First off, they lose our security deposit! Incompetent!!!! Then they serve us a 5 day eviction notice stating we didn't pay April's rent or May's. . (We have evidence that we paid both) then they tell us it is because of the security deposit (that THEY lost not us).. no where on the notice was the deposit even mentioned just rent that we already paid! trying to talk to them is a joke. . They are incompetent, rude and unprofessional! They sent me an email in April to let me know our rent amount minus the deposit they lost, and addressed it to "[redacted]" there is NO [redacted] in this house! Incompetent!!!! I would warn anyone to steer clear of this company! karma will win in this one day, companies are not immune to karma!!!

no one from this company EVER returns phone calls. they do not care about their tenants. it is no surprise that they have an "F" rating on the Revdex.com.

Hello,   We are in receipt of your...

complaint, someone from the local office will contact you within two business days to address your concerns.   Thank you,   Waypoint Homes

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

Dear [redacted], It is our understanding that you were working with [redacted] offline to resolve this issue. Your refund has been sent out and should arrive to you shortly. We apologize for the inconvenience and wish you well. Respectfully, Colony American...

Homes

Thank you for providing those items Mr. [redacted].  I will forward then to the Property Manager and follow up with you as quickly as possible.Thank you,Waypoint Homes

A request has been placed for the refund. The property administrator will contact the resident with an update. 
 Thank you,
Waypoint Homes