Waypoint Homes

Hello,
The resident was informed that we only perform move out inspections Monday-Friday 9AM to 4PM except on Holidays since the resident was attempting to schedule for 5/30 Memorial Day. The local office responded to the email stating that we would be able to perform the inspection on...

Friday as long as the resident was completely moved out and ready to give back the keys to Waypoint. The resident responded that she would not be completely moved out and there would still be items in the garage. After that there was no communication exchanged until 6/7/16 from the resident stating the appointment had been missed. This exchange via email was not a confirmation of an appointment because the resident stated she would not be fully moved out.The move out charges are accurate due to the pictures that were taken of the property and will remain.
 Thank you,
Waypoint Homes

I guess I would be ok with them calling me direct to discuss but this issue has been going on for a few months now and I never seem to get anyone who can resolve this to call me or return my call.  Currently we received a check for only $182.82 which we have not cashed as my boyfriend and I do not share a joint banking account and the check is made out to both of us.  We have called several times to not only resolve the issue or our deposit not being returned but also to let you know that we have not cashed this current check since it needs to be made out to just one of us or state Bryan Foster "OR" Sabrina Roberts not "AND." I need to understand why such a large company has taken this long to resolve this!

I have attached the document that was sent to our customers.  It reiterates my previous response.  Again, we regret and apologize for the confusion and misunderstanding of the document. 
 
Thank you,
Waypoint

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!!

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,

The company offered a concession in July which apparently fhey are not going to honor. They had numerous chances to fix the...

issue which it was not resolved. This resulted in lost wages. Why does it takes me contacting Revdex.com to get a response. My legal conusel is on standby waiting for the final decision.

The resident has been sent  a full copy of her SODA and move-out inspection. The carpet charge is to replace the damaged & stained carpet in the living room. Her move-in inspection notates a tear in the carpet in the laundry room and holes in the bedroom carpets. These are not items that she is being charged for. The move-out inspection states that the bedroom carpets are not being replaced. The resident stated she would have her attorney contact us and she declined the refund that was mailed out. 
 
Thank you,
Waypoint Homes

I provided actual copies of pay stubs printed directly via my [redacted] Direct Deposit Account. I provided W2s and all necessary paper work  for all lessees in order to obtain approval for everything to be submitted. Adrienn K[redacted] provided false information about when our move in date would be. She prolonged the application process and did not respond to any of my phone calls, texts, emails. I rented a moving a non-refundable moving truck based off of her written promise of approval to move in the Friday before February 1st. I understand I will never see a dime from Waypoint for all of the excessive moving expenses caused by Adrienn, a representative of WayPoint Homes. I demand a refund for the application fees of myself, Carina A[redacted], and Julio P[redacted], that is fair compromise given the circumstances of our experience with 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. 

I was told our rent would be reduced for our November 1st statement. It is still at the current balance. The manager at Colony American Homes sent me a link to docusign our agreement 2 weeks ago. That same day, I signed it. I received another link a week or so layer saying it has not been signed-so I signed it again and also had my other tenant sign it. I emailed the manager again today asking why the balance is not reflected and she said because it took us so long to sign it. It was signed but communication had been blurred. So now we are 2 days past our rent due date, are not even sure if we're still going to receive a credit, and I initially asked for at least $700 off rent and didn't get that much. The manager said that I can go to the office to pay the portion or call a number- but that means I, once again, have to go out of my way. I am going to wait until it is finally reflected on my online ledger. I do not feel like my complaint was taken seriously. 

Regards,

Hi [redacted], I am sorry to hear about your recent issues. Since your account is currently in collections you will have to discuss this matter with [redacted], we will NOT under any circumstance discuss this account with you per [redacted]. They will not allow us to discuss this matter since they are now in...

charge of your account. If you would like to dispute the amount and ask for a refund you will have to request that directly from [redacted]. Phone number: ###-###-####Fax: ###-###-####Email: [redacted]Thank you, Colony American Homes

Dear Mr. [redacted],

You knew the terms of the lease and signed stating that you acknowledged those terms. I am sorry to hear that you had an unfortunate experience with CAH, however we will not be working with you in any way or applying any concession to the total amount due. You will be receiving a move out statement once the local office finishes processing your move out etc.

This is our final answer and will not discuss the matter further since.

Thank you,

Colony American 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

The move in and move out inspection are identical in regards to the carpet, however I am being charged $751.00 to replace the carpet and another $150.00...

to steam clean it. That is not acceptable and I should not be charged for something that was already damaged when I moved in.

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

We’ve been sending notices about transferring their utilities for months. The residents failed to do so. The lease agreement states the utilities have

MT", serif;">to be in the residents name. The bill was sent to the incorrect mailing address, which caused a delay in payment on [redacted]’s end. Since the home was
occupied and the utilities should be in the residents name it didn’t raise a red flag. No concession will be provided.
 
Thank you,
Waypoint Homes

A compensation has been requested for the inconvenience of the maintenance appointments. Our policy is to replace anything that is broken within 30 days of move in and our maintenance crew has been out to fix the known concerns. The regional manager has been in contact with the resident and...

provided them their property managers information for further assistance in any future needs.  
Thank you,
Waypoint Homes

Property manager has contacted the resident and advised that due to the 2 missed appointments.  They would be giving them a rent abatement/concession for 2 days to be issued as a credit to the account.
 
Thank you,
Waypoint Homes

After review it has been determined that no security deposit has been paid for the home. We have offered to find a replacement home that meets their needs and or return their application fee. Due to the fact that we are unable to fulfill the prospects request of terminating the current lease...

agreement for the current residents.  
Thank you,
Waypoint Homes

Resident has been contacted and the early termination agreement is in process.
 
Thank you,
Waypoint Homes

Due to the terms in the signed and acknowledge lease agreement regardless of the individuals contribution to the security deposit we must abide by the terms, which indicate that all names listed on the lease must be on the security deposit refund.
 
Thank you,
Waypoint Homes