Waypoint Homes

Here are two consecutive water bills from American Water for the property at 14757 W Columbine Dr, Surprise AZ 85379. The first bill shows the initial overage caused by the irrigation leak, and the second bill is from the following billing cycle showing the unpaid balance because I was advised by Javier Guerra and CJ Ideson to submit the work order for repair and the bill to CJ to have Colony American reimburse for the overage. The bill total now stands at $899 because of Waypoint Homes' refusal to pay the initial balance, resulting in past due fees. I also have a string of emails over 5 months between myself and various employees at Waypoint who I was being passed off to in a futile attempt to get the bill paid. By the way- I'm Mr. [redacted], not Mr. [redacted]. Learn to read. The work order for the irrigation was never fulfilled and no repairs were made. Your refusal to accept responsibility for your inaction isn't surprising, considering your company violated the terms of my lease by breaking and entering into the property on December 3, 2015 prior to me fully vacating the residence on December 6, 2015. I expect full reimbursement of $899 for the entire water bill so I can satisfy the account balance owed to American Water. No otherresolution is acceptable.

Resident has been contacted and is refusing service. A concession will not be provided for something we can fix.
 
Thank you,
Waypoint Homes

After reading other customers reviews I realized my mistake of not checking here before I rented a house from waypoint. We moved in May 2015 and when it was time to renew our lease in May 2016 the rent was increased by about 30%. When we said no thanks that we would end the lease they then offered to reduce it and only increase by $50. This is a very unprofessional organization. We moved out June 15th 2016 and they promised to return security deposit in 30 days but it's over 45 days now and they continue to give us the run around and we can't even get to speak to the office. They keep opening case files every week we call and claim someone will get back to us within 48 hours. This never happens and it repeats itself every time. The property was in [redacted]. Am getting frustrated and don't know what next to do. The only positive from this is because of their greed I ended up buying my own place.

Please do not use this company they are a fraud.

Good afternoon Mr. [redacted],
I have followed up with the local office that manages the property you rented.  The property manager researched the work order submitted in May of 2015, that showed it was repaired in 48 hours. The property manager has requested from you the water bill...

statements that reflect the usage amounts for the time frame that the irrigation system was malfunctioning so she can see the elevated meter readings, however she has not received those documents from you, to move forward with a resolution.  If you can respond and attach the information requested we can work towards a resolution based on the information we receive.Thank You,
Waypoint Homes

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.First of all, my name is [redacted], not [redacted]. Secondly, I have no idea what the [redacted] is or where they are located. Please forward additional information so that I can contact this [redacted].

Regards,

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,

12.8px; font-family: arial, sans-serif;">Hello,
 
I have an update for complaint #[redacted], the past resident will be refunded for the $250 carpet cleaning fee.
 
Thank you,
 
Adilene V[redacted] | Call Center Supervisor

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 never recieved a final Bill for any money's I owed from the rental. Colony Homes say's they sent a invoice for moneys that I owed. I never recieved the bill and Colony Homes will not furnish proof of the the invoice being delivered such as a Certified Mail receipt, [redacted] or [redacted] delivery signatures. Colony Homes should have sent me a bill before sending to collections. [redacted] is the collections company they turned me over to does not get involved in the issues of me not being properly notified they just want their money. ALL I'm asking for is a opportunity to pay the original bill and not the Collections companys FEE and past due. I feel that is only FAIR to give me the opportunity to pay the original bill

Regards,

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.

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

In the application process it does indicate the application fee is non-refundable, however the individual is agreeing to those terms under the impression the application process would be considered under all guidelines. Credit History, Rental History, Criminal History, Income, Occupancy Standards, etc. In the application process requirements, which is attached. It CLEARLY states the fields such as Criminal back ground WILL BE DENIED, Poor RENTAL HISTORY WILL BE DENIED, Howver does not state that for credit makes you feel as though that an area they are will to consider based on all other factors. AND, if all other factors were taken into consideration like they are stating THE OTHER FACTORS FOR US ARE IN EXCELLENT CONDITION. We have nor criminal history, NO evictions, WE MAKE about [redacted] a year together, ANd HAVE NO PETS. SO IF ALL ELSE WAS CONSIDERED I would think the application process would not have turned out like it did. THEY need to state under credit history if that comes back negative reporting IT WILL ALSO BE DECLINED. LIKE THE OTHER AREAS. WE WOULD HAVE NEVER APPLIED. THATS MY POINT. As you can see in the denial letter the decision was based off of some credit scoring system.

Hello, I am very sorry to hear about the experience while applying for one of our homes. we have contacted [redacted] who is the property manager and person in charge. [redacted] will contact you no later than 24 hrs after this communication to discuss a resolution for this...

matter. Please feel free to contact our corporate office in the event that you do not hear from [redacted] by 2/25/15 and we can have our regional manager Ryan look into this as well. Again, I am very sorry to hear about your troubles.Thank you, [redacted] Resident Relations Manager

[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.]

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,

Good afternoon,I have marked this as satisfied with the response based on good faith that my rent would be credited and I would receive the maintenance settlement agreement.  However, to date, they have not credited my rent and are requesting that I sign a form that includes verbage that prevents me from reviewing theri company, ever.I informed the PM that I will be happy to sign a waiver (as required by law) so they will remburse us but did not agree to not being able to review them or their business. I am now being ignored again. Thanks, Kristen B[redacted]

The property manager for this location has contacted the resident and sent the concession to be signed by the resident. Options for terminating the lease have been provided and the management team is working to assist their needs.
 
Thank you,
Waypoint Homes

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. Though it may seem like a duplicate it is a separate issue with the same outcome. I would like to close this issue and I will file a new one with the proper outcome I would like. 

Regards,

[redacted]s)

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

Hello, 
Unfortunately...

check images are not sufficient proof of income. We require pay stubs from the employer, as our Leasing Consultant indicated. We are sorry that there was a delay, but our requirements are clearly stated and by your own account, were clearly communicated to you. Therefore, we decline the proposed settlement and consider this our final response with regards to complaint [redacted].
Thank you, 
Waypoint Homes
 
Adilene V[redacted] | Call Center Supervisor

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.Whenever Colony American Homes (CAH) want to add something to my account they apply it to rent in which the rent has been paid.  They do not notify as a professional entity would by mail but instead once my rent has been paid I see a negative amount on my account.  So each time this happens there is a threat of eviction.  As I informed CAH when I first moved in I informed them that there was a lot of water running in the back and front yards.  It was placed in writing to them and I constantly told them about it they finally had someone come out 6 months later to address the water issue, so I told them my concern was if the water was running in puddles outside as I had previously been informing them how can they compute that I owe as much for a water bill.  So began the water issue dance.  Also, they did not give me a signed lease to get the water in my name when I initially went to get it done once I moved I was informed that I needed a signed lease; as of today I STILL DO NOT HAVE A SIGNED LEASE even after I had requested it.This is why I do not agree with the matter because they are not and have not accepted responsibility for the water bill.  They claimed that they gave me credit but they did not.  The first bill was December 2013-February 2014 I moved in mid-January 2014 so of course the bill was not fully mine then for the other bills they charged me the actual amounts due on the bills and never did account for the water wasted in the front and back yards.  I went to pay my rent this month and once again it showed a negative $300 once again for the water bill.  When I went down to the office it was for water and I told them the water bill is now in my name despite the fact that I did not have a lease the water company allowed me to show them bills that I had in my name for the residence.  When we discussed it the bill was for $70 and not $300 and then the next bill that the water company stated that I would receive would be $60.  These are the things that CAH does which is not professional and violate business ethics.  I am not sure if they have it stated anywhere (ie. credit report) there an eviction was posted on me.  There practices are unethical and not professional they do not provide proper notification and if they sent me something (as they state) it is always sent to the wrong address but they never take the time to resend it but instead use their power to do unethical things.Regards,[redacted]

Hello, The work is scheduled to be completed on 7/16/15 from 8am to noon as mentioned by [redacted]. Please be sure to communicate any future concerns with the maintenance line to [redacted] as she is your direct point of contact after a request is submitted. Thank...

you, CAH