Waypoint Homes

Hello,
In order to review this account we will require the property address that you rented from Colony American Homes.
 
We look forward to hearing from you soon.
 
Thank you,
 
CAH

This account is with the Fair Collections & Outsourcing and we no longer have authority or the right to discuss or release information on behalf of this account. Please contact FCO at...

###-###-####
Thank you,
Waypoint Homes

I've lived in a Waypoint-owned home since August 2015. I've never one time missed rent. As of December 5th, 2016- Waypoint now wants to charge me to pay them rent. For some absurd reason, I can no longer pay via ACH through my checking account. If I want to pay with my bank card, they want to charge me $57.00. These business practices are unethical and immoral. If you're looking to rent a home, do yourself a huge favor and never rent from Waypoint Homes.

0in 0pt;">The response from the business is a joke. I have had 3 visits already from companies. Instead of fixing the problem they are looking for a company that will say what they want them to say and be cheap. The last technician would not even answer any of our questions. On Friday September 30, 2016 a technician was to be at our home between 8am and 12pm. I made 2 calls to Waypoint received no return calls from them and no technician ever showed! They obviously do not care that the mold is making us sick. As soon as they were told about mold something should have been done. As soon as they knew their “technician” had not been here or called, something should have been done. Instead they ignored it. The mold can be smelled not only in the garage but in the house. The pedestal in the garage is rotting and cracking. Hopefully it won’t fall on one of our cars when it collapses from the weight and rot. I doubt an inspection of this home or the AC was done. Neither would have passed. Both technicians believe the unit is too small for the house which is why it doesn’t cool even though it is set at 78 degrees. The outside unit leaks constantly and the hose is covered in black mold.
 
The house is infested. The ants crawl in and out of the roofline, eat through the stucco, and have most likely been under the shingles forever. We have sprayed repeatedly, a temporary fix. They were informed of this. Another email informed them how the yard floods after it rains and when the neighbors water. We are unable to use the yard and are unable to mow at times. It takes at least 2 days to drain after a rain and is inhabited by frogs and a breeding ground for mosquitoes. With Zika, and in general, this is a health issue.
 
We want everything repaired properly or out of the lease with our deposit returned to us. Any cost related to health issues should also be paid by Waypoint.

Our maintenance team assessed this situation last month and made repairs to the aforementioned tree and wall issue. We have also sent two vendors out to look at the wall and both assured us that there is no safety hazard. All repairs have been made.

Hello, This matter was resolved on 3/17/15. The resident spoke to both the property manager and myself and was advised that we would be issuing a refund as requested. Please see the attached emails between CAH and the past resident showing that this matter has been resolved. Thank...

you, [redacted]

Property management has been in contact with the resident and they have came to an agreement of making a final walk through together and not receive charges for stuff that have been ongoing. 
 
Thank you,
Waypoint Homes

Hello,
Thank you for providing us with the address. We will review the account and get back with you within 5 business days.
 
Thank you,
 
CAH

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]

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.
They just said I would hear from somebody. My history with this company is that they never follow up. They didn't propose a settlement.
Regards,
[redacted]

I talked [redacted] and she said she would see if they could get my refund experdicted ..I shall wait and see.

There is a probably a reason this business is not Revdex.com accredited. I leased with the property management company in Dallas (which I'm not sure why it isn't listed). This is the WORST property management company that I have ever dealt with or heard of. Anyone that I have shared my experience with says that they have never encountered such unprofessionalism. It began with our home being broken into 2 weeks after moving in. I called the property management company and spoke with Patricia T[redacted], (this was an after-hours call), I simply asked her what I should do because I had never been subject to a break-in before. She asked, "What do you want me to do...did you call the cops?" (In the most rude tone, I might add). I informed her that, yes, I did but I just wasn't sure what to do next being that this had never happened to me before. She said there was nothing she could do if the cops had already been called. I then called the emergency maintenance line to have the window secured for the evening & was told someone would be out in the next couple of hours. The wait time was completely understandable being that it was already after normal working hours. However, I waited 3 hours before contacting the company again to check on the status. I was told by the woman who was handling it that the worker was on his way & should be out to us within 20 minutes so I again waited. 45 minutes went by before I called again and was told that she wasn't sure why he wasn't there yet & she would call me back. Again, I waited and received no call. I called back again to check on the status, only this time, no one answered. I waited a few minutes and tried again, maybe she was taking a break, right? I called back again, no answer. I waited a few minutes in-between & called SEVERAL times within a 30 minute span. No answer every single time. Then my sister called from her phone and she immediately picked up. The woman told her she wasn't sure where the worker was at, she had attempted to call him but he wasn't answering. She would call us back again. No call back, but the worker did FINALLY show up and secure the window (with a piece of plywood) at 1 am - the initial call was placed at 6 pm. I was then told that someone would be out to replace the window the next day. No one showed up all week. I was concerned so I contacted the company and they said it was reported to them that window had already been replaced (which it was NOT), and she would do her best to have someone out that day (Friday - the break in happened on Monday). Someone did get out to repair it, luckily, but the unprofessionalism continued on. I contacted the company several times to notify them of the break-in and my issues thereafter and no one returned my emails or calls. My sister and I and our four young girls moved into this home and were not warned and/or suggested that we obtain an alarm for this area, and when I mentioned this to the property management company that stated that it was not their responsibility. Understandable, but I asked that they could have simply suggested an alarm, that's all. They just kept reverted back to the laws of leasing property and that they BARE-MINIMALLY abided by every one of those and they had no obligations to do anything further. Our cars got broken into in this neighborhood and our children were scared to go to sleep every night. The company told us there was nothing they could do. We had to pay the $3,000 to get out of our lease or we would be breaking it if we moved out. I asked for another option or a way to work with us and was told that there was no other way. NEVER rent from this company and tell all of your friends and family the same!! They do NOT care about their tenants and have completely staffed their company with like-minded people. Completely unprofessional.

Hello,Check #[redacted] was cut and mailed on 7/9/15 via [redacted] (normal mail). It is in the mail and coming from [redacted] so it should be arriving shortly. Thank you, CAH

Waypoint homes has terrible customer service. Not only have I experienced this, but others I know that have used them also share the same concern. Just read the other complaints. They are unwilling to help you, you have to call around and around to reach someone worth talking to and in the right department. We lost our son in a home we are renting and wanted to move out because the pain was unbearable (Yes, he died inside the home). They told us "absolutely not". And those are the exact words, no understanding, no sympathy, no offer to help... NOTHING, after spending weeks to figure out our options and no customer service. We even went as far as to find a small family to take over the lease and do a transfer. It sounded like they just didn't want to do the paperwork. All I can say is that if you have the option to use a different rental company, do so.. you don't want to take a chance with them. I am also well versed in SEO and internet marketing. I will make sure that all of the complaints about this business are now magnified online for people to see how poorly they treat their customers. My goal is to now make sure people are aware of how poorly this company is ran. To me, a business loses a chance to become great when they start caring more about numbers than the service they're providing.

We apologize for the delay; we have had difficulty coordinating a mutually acceptable appointment time but are committed to completing all required work.
 
Thank you, 
 Waypoint Homes

We are in the process of getting estimates to repair the flooring.
 
Thank you,
Waypoint Homes

We have contacted our local property manager to reach out to you to discuss this matter. They will work with you to ensure that this matter is handled in a timely manner. Please do not hesitate to contact our corporate office at ###-###-#### in the event that you are having problems...

with the local office. We do not manage your property however we can assist with escalating matters to ensure that your needs are met. Thank you, Colony American Homes

Hello, This account has been turned over to collections so we are no longer able to discuss this matter with you. Please contact [redacted] directly. We will not comment on this matter further as [redacted] will not allow us to do so. Thank you, CAH

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!!

Their check/refund is being cut and processed today.