Waypoint Homes

The rental property I am currently residing in has used (manufactured in 1994) water heater installed. The home was built in 2005. The water heater failed sometime in the middle of the night on March 30, 2016. I requested a maintenance work order ticket the following morning at 4:00 am March 31, 2016. The technician was supposed to arrive at 6pm on March 31, 2016 and did not arrive until 10pm that evening, the unit is beyond repair and needs replacing. During the time the hot water heater leaked 20+ gallons of water, seeping into the sub-floor, walls and carpet. Water damaged. It is now April 1, 2016 at 9am and the hot water heater has not been replaced. Nor have I heard from Waypoint homes when the technician will arrive. I can not access pending maintenance tickets or requests in their on-line web portal, I can not see any messages or feedback either. The only way to communicate with them is through their 1-888 . Which is [redacted]. Please use this review / complaint.

I was told by the real estate agent that as soon as I signed lease the house would get the final clean, including landscaping and flooring being done. I had to move into a house that wasn't move in ready and have been here a month and things are finally starting to slowly get done. This has been a horrible stressful experience.I have rented from a numerous amount of companies and people and have never dealt with such liars! I would like to warn people against waypoint homes!

I live in co springs co and I have mold in the home I am renting as well as major discrepancies with billing. they took the wall in my bathroom down and exposed mold. they wont come back to fix it for a month and they said they wont fix the ledger issue at all. I have a one bathroom home that has mold exposed with 2 small children and a pregnant wife that can not use the bathroom because of the dangers. they basically said its not there problem its the vendors problem?????????? they property manager I spoke with was rude and disrespectful with absolutely no heart it took me 3 weeks and 100 + calls to get ahold of her btw. so my family gets to breath in toxic mold for the next two weeks till they fix it. worst company ever!!!! stay clear please it will save you the headache and anger that comes with this horrible company!!!!!!!

Review: I just recently moved to Dallas and rented a house without seeing it in person. We got into town and I filed a maintenance request on 3/10 for multiple issues. The issues were: dead bugs throughout the house, roach feces line the kitchen cabinets, the faucet on the side of the home has a constant leak, the toilets were moldy and disgusting, the master shower isn't caulked, there were belongings left in the attic, and a few other items. On 3/12 they sent a contacted tech out. He hand cleaned the toilets and looked at the cabinets and water faucet. He said he would put in a ticket with another contracted because he could not fix the leak and he was going to do a ticket to have a painter come and paint over the roach feces. My husband immediately called [redacted] in the property management office to complain. We are not comfortable putting food in cabinets that have roach feces in. She said that she goes by what the tech says and would look into it. I called her multiple times that pm and she never answered. I called her 3/13 and she said she let them know that they needed to clean the cabinets and treat the property for bugs. She said she'd look into when they were going to come and get back to me. I didn't hear back so I called again that evening. They told me a bug guy would be out Tuesday but didn't schedule cleaning. I also followed up on the water bc it started leaking worse. He told me that the tech never subm a ticket. They came out that evening and determined its a major job and submitted waiting for colony to approve the ticket. I've left multiple messages today with [redacted] and the property manager [redacted]. Neither have responded to date. I have not been able to feed my kids in this house and I'm concerned for my sons asthma because cockroach feces irritates it.Desired Settlement: DesiredSettlementID: Replacement

Replace the cabinets, reimburse me for not being able to use my kitchen, stop the water leak and pay the water bill for charges.

Business

Response:

Hello, We certainly do apologize for the inconvenience. [redacted] will be contacting you shortly to discuss this matter further as she is the property manager. Thank you, CAH

Review: Recently Waypoint merged with [redacted] & became the property managers of the home I had leased. Per my lease, once it expired (after 1 year) then the month2month rent would increase by 20% (sect. 14.3 of the lease). Waypoint increased my rent by 30%!!! Despite my calling/emailing/informing them that they are breaching the contract, still forced me to pay the 30% increase. I say "forced" because literally, the website refused to allow me to pay anything less than the 30% higher amount. Talk about tech exploitation! I am willing to bet that I'm not the only one in this situation and my attorneys believe this could become a class action suit, so if anyone else is in this position, please let me know - ani329 (at) aol (dot) c0m.

Even worse, they refused to honor the agreement that was made between me and the [redacted] agent during the signing of the original lease, before Waypoint and Colony Am. merged, even though I sent them a copy of the written agreement.

Basically, when I got the original lease last year via the DocuSign ap, I saw the lease period said from 3/1/15 to 3/6/16. I tried to change it to 2/29/16 and to 3/31/16 but the ap didnt let me. I emailed the agent and he replied that he would change it to 3/31/16 once I return it so I took his word for it (in writing). Evidently, he didnt update it so Waypoint imposed an increase on my rent as of 3/6/16. I just bought a house & all my arrangements were for moving out on 3/31/16, when my lease IS supposed to end, since I knew I had that 20% increase (not 30%) coming, per my contract, & wanted to avoid it. FYI: the reason my lease was set 2 expire on 3/6 was purely based on my zip code & THEIR convenience, as to avoid having to renew everyone on the last day, of the month, they randomly decided that mine ends on the 6th (despite the agreement with the agent) while my lucky neighbor's randomly ends on the 29th, so he pays extra for 2 days while I pay extra 30% for 3 weeks. What a scummy company! Shame!Desired Settlement: Honor the agreement with Colony American and refund my $437.10 immediately.

Review: Was renting from colony american homes. I finished the lease and is supposed to get my full refund back because I left the house how it was rented to me in good conditions and took pictures to prove it,also did a final walk thru and agent said we will have our full refund returned. Its been a month and still no refund recieved in amount of 1,300 , we called the company and asked why we havent recieved anything we were told that they had to wait for approval and called us back saying it would be in , in 14 days . We waited the two weeks and gave them a call back they said they will call us back never no call called the twice again never called us back . Today I called which is February 11,2016 and said check was mailed out on February 09,2011 in amount of 951.11 , which is not the full amount of the deposit . We still havent received NO CHECK!Desired Settlement: Get my full refund back which I was told the full amount was going to be returned to me in the amount of 1,300

Review: They are charging 35$ per person for an application to rent property, then they do not get back to you until after they have collected the money, in the meanwhile they do not go over your application but rather run a credit check and try to determine what the maximum amount is you can afford to pay for a deposit and rent, they will then add to the amount that is advertised. They will then ask questions that are clearly stated on the application.Desired Settlement: I believe we should be fully refunded for our application fees due to the fact that no where on the advertisement or on the application that deposits and rent amounts are based on credit scores and the fact they are not going over the applications but rather a credit check. This is misleading and a good way for them to collect money and to also run a bait and switch with their ads, post one price and then up the amount after you pay the application fees.

Business

Response:

Hello, We will not be refunding the application fee. Most applications we run are approved with no additional deposit. We have a consistent standard that we hold all applicants to, and based upon this standard. This applicants application was rightfully assessed an additional deposit.Thank you, Colony

Review: I am a tenant with Colony American Homes. For over two weeks now I have had a broken dishwasher.

After several attemps of contact and being transferred and treated very rudely, I feel this is my only option.

The local office does not answer their phone. I have called over 30 times it has only been anaswered once and I was interrupted and transferred to a voicemail. I am not sure where they gain the audacity to treat a customer this way; however it stops here. In addition to this email I have submitted an email to my local Channel 2 news to investigate if this is an issue with other consumers.Desired Settlement: I expect them to be at my rental home ASAP to make the necessary repairs and to offer a discount in rent due to me being without a main household appliance for half of the rented month. I expect a call to resolve this issue ASAP!

###-###-####

Business

Response:

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

Renting from Waypoint was a huge mistake. The basement flooded, they didn't care. The door handles on the exterior doors were broken creating an unsafe environment, they still didn't care. I withheld rent for a month, even that didn't stoke them to do anything to repair a horrible situation. I'm taking legal action.

Review: I would strongly recommend that no one ever uses this company. if you find out that they are over the property....run!!!! I say that first but let me make it clear that I never complain online. its typically not in my nature... but it gets to a point where I can not allow myself to be taken advantage of. ill start at the beginning.

I have been in this house for 2 years with my wife and child. It is the first home I rented upon moving to [redacted] from [redacted]. After move we noticed that in the kitchen that all outlets on the right side do not work. It was alot of cosmetic work done but not actual remodeling. WHen we ran the dishwasher it did not work...over a couple months we noticed the door was slightly loose. WHat makes it all bad is that the lanolium floor was slowly coming up as well that they "glued" down. SOme issues that were noticed intitially we informed them asap...no one ever came out....MOre issues we reported... no one came. Finallly the garage disposal stopped working...SOmeone came out... THey said that every couple months they probably would have to come back to fix the issue .... My response.... How exactly is that repairing the issue then? They also after a couple months sent somone out about the outlets... We were told all the wiring would would have to be ripped out and rerun. What type of mess is that ??? So we left it be. THe floor never repaired until I finally did so MYSELF so my 2 year old would keep tripping in the kitchen.

As a whole I never through a fit, tantrum, or caused a seen about any issues. I paid my rent every month and just let it be. My wife and I decided to build a home. For the last 3 months we have been paying month to month at an additional 250 dollars on top of our rent being raised once and would be twice if we signed a second lease. I informed a rep from my local office and was told in march to pay rent when we knew what date we would be moving out ( after 30 [redacted] notice) As time went on I realized the home we were building wasnt going to be ready. I told [redacted] ( my contact) and ended up paying March and April at same time.

My new home will be ready to close on next friday. My L.O received a rental verification and behold..... a 30 [redacted] late pay in March. ?? When I was told to wait to pay by an employee. So I called the office....and of course [redacted] no longer works there. I spoke to the property manager who said she cant do anything. I openly told her I will LOOSE my home if this stands and it wasnt my fault. I listened to an employee. She said there was nothing she could do . Keep in mind while Im talking to her I hear her talking to someone else in back ground.. I asked to speak to her boss.... she gives me the number and tells me they wont do anything. I call... the lady that answers the phone says [redacted] ( the supervisor) isnt there. I say ok when will she be in .THe response given to me. "I dont know... sometime next neek ". I said she doesnt have a set schedule ? answer was no and she is doesnt come to office all the time.

My first issue with that was why was I given a number to someone I cant get a hold of? SO I call another number I look up on my own. Im given another number from a lady in [redacted]. relations I guess... I am told that someone will contact me within 48 hours.... I say I cant wait that long..I really need to resolve this now.... ..told there is NO ONE isle I can speak to... Normally if in management when your not there someone else handles your situations.. I guess not with Colony American. I always paid rent...never complained...even when CAH didnt do there part. My frustration is on over load right now. I would never recommend anyone to them. Bad customer service. Horrible attitude...and not efficiant in responses. It is a shame when you do right by a company yet they do not value you .Desired Settlement: I want the "over 30 [redacted] " late from March removed asap

Business

Response:

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

Business

Response:

Hello, It is our understanding that this complaint has been resolved. You have spoken to [redacted] the regional manager as well as [redacted], the property manager and all documentation has been sent. See below communication from the property manager. According to the local office they have already resolved this issue. The resident was upset that we put he was over 30 days late one time on the rental verification we received from his lender. He stated we were the cause of him being denied for his home loan. He stated a previous Colony employee gave him the okay to pay his late rent with the next current month’s rent. I have spoken with the underwriter informing her of what Mr. [redacted] stated. The underwriter requested it in writing which I submitted via email. [redacted] (regional manager) spoke with the resident and the underwriter as well. Colony was not the sole cause of his denial; there were other factors that came up when processing his loan application per the underwriter.Please contact [redacted] if you should have additional questions orconcerns. Thank you, CAH

My husband and I had a terrible experience from the beginning. When we first looked at the rental house, the realtor told us she would not show it to any one else until our application came back. She said, if we filled it out that evening, we would know within three business days. After over a week, we were finally notified that we were approved. We signed the lease and gave our notice at the previous house. After a couple of weeks, we received an email stating that we needed to pay $750 for a pet deposit which was NEVER mentioned to us. This was after we paid our security deposit. We cam up with the money, being as we had no choice having just given our notice and paid it. We moved in, in the month of June. In July, the central air conditioning broke. It was 90 degrees in my house and my two and a half year old daughter got heat exhaustion and was vomiting. I had a family member pick up her and her one year old sister. I was told I had to stay there and wait for the repair man. After waiting all day, he came that evening and told me the landlord needed to replace it completely, which couldn't be done for days. He recommended we ask the reality company to put us up in a hotel, which we did. They gave us a spending limit, which they said we would pay up front. We were told they would deduct it from our next months rent. I called for several weeks to see how to go about doing it. Finally, the end of the month came and I paid the rent minus the money we spent for the hotel. A couple weeks later, I received notice by mail and email that our rent was not paid in full and that we were responsible for a late fee. I called a spoke to the property manager. She told us that we had to fill out paper work in order to be reimbursed for the money and that we were still responsible for that months rent and now the late fee. To make a long story short, this went on for seven months back and forth. We were finally told to deduct the money they owed us from the rent. Again, a couple weeks later, we received an eviction notice for failure to pay the full amount of rent. We did only what we were told to do. After another month, it was finally settled and another company we worked with, [redacted] had to pay the fees that we were being charged. This was after we went to the court date and nobody from Colony American Homes showed up. When it came time to resign the lease, we decided to go ahead and do it, as I was pregnant with my third and not in the mood to move. The property manager sent us the paper work(after calling her for a week with no response) which was written up incorrectly. Her assistant told us to white it out and send it back, which we did. The property manager called and said she could not accept the lease because it was whited out...So she sent us another which was finally correct. Before it came time to resign the lease again, my husband and I decided to buy a house, so that we would not have to go through anything like this again. We bought the house and our lease was to expire on May 31st. I got a letter in the beginning of April saying that if we did not resign a year lease, we would automatically be put on to a month to month lease and we would be charged almost two hundred dollars a month extra. We were told to respond by the third week of April to avoid this, though we were only obligated to give thirty days notice. I called and said we would be leaving on May 31st. She said it would have to be written. We filled out our intent to vacate notice and served them with a notarized, certified letter of notice to vacate.

My house was always very clean. I cleaned my house twice a day, every day and did a thorough cleaning once a week. I have Obsessive Compulsive Disorder, meaning I obsessively clean. My house was always spotless. The week before we moved out, we payed a professional to clean the carpets and mailed Colony American Homes the receipt for that. we repainted three rooms, all downstairs in the basement. We painted it Country Cloud as the move out paperwork they gave us said that we could paint a neutral color.if necessary. I cleaned all of the upstairs walls and borders so that there were no finger prints or stains and patched up all hole which were small, normal wear and tear from wall hangings and picture frames. There were NO large holes or scratches. I cleaned the oven and stove top thoroughly. I had people come and help me clean the house. The fridge was cleaned, all of the floors were cleaned and my husband mowed and trimmed the lawn. There were some small holes in the carpet from my cats.On May 8th I received notice that my husband and I would owe $825 for carpet replacement in the amount of $1,425, $200 in cleaning fees, $150 for landscape clean up and maintenance and $150 for living room blinds that were broken when we moved in. They also are trying to charge us $225 for interior paint and $25 to install the towel and paper towel holders that fell off a month after we moved in because they were cheap. These items were all left in the house and all they had to do was screw them back in. However, my husband and I were anticipating this, given all of the other crap they put us through, so we are absolutely ready to go to court. After all, we have time stamped pictures of everything as well as witnesses. When my neighbor two houses down asked us what reality company to use as they were moving, I told her to avoid Colony Homes American and [redacted]. She didn't listen and after paying $100 for an application fee and being told they were approved, her and her husband gave notice. They never heard from Colony Homes America again to sign a lease and had to move in with her parents and look for another house.

Very disorganized company... Have asked for maintenance for over a week now. We have made four appointments which nobody has come to three of these. The company they called to come for repairs one of the gentleman smelled of alcohol for one of the 4 appointments. I call the main office for NC and the property manager never returns phone calls but sends out emails to say if you need her to call her direct line. We call maintenance department and are told different things by different people. We need repairs to HVAC, plumbing and have asked for garage remotes for 3 months now. We are always giving some excuse and how sorry they are but nothing ever gets done.

Review: One month after my family moved into this property we received a notice informing us that we were in violation of our Lease Agreement because we failed to put the Water/Sewer Utility under our name. Subsequently, we were charged for Water/Sewer fees plus $70 in penalty fees for failing to put this one utility account under our name. I contacted Corporate Headquarters with documentation showing that the Utility account was and had been in our name since we took possession of the property. I was immediately re-directed to the "regional" office. Numerous attempts to reach [redacted], their "regional" property manager, failed. Each time I contacted their Headquarters to complain about the lack of response in correcting their mistake, I was automatically re-directed to their "regional" office. I finally made contact with [redacted] after dozens of failed attempts and was assured that the matter "would be corrected". Shortly after our conversation and email exchanges, I received an email informing me that I would be credited the $70 penalty fees, since it was apparent that it Was Not my mistake. The following month, instead of a credit for $70, I was charged for the utility bill all over again. This time it was just the Utility bill and not the penalties. Again, dozens of attempts to reach their regional office property manager failed. We have been improperly overcharged on our rent for months now. Repeated attempts to have the matter corrected have failed.Desired Settlement: I demand that this property management company correct themselves and stop overcharging me on my rent. I also demand that my rent payment be credited for the entire amount I have over-paid.

Business

Response:

Hello, I do see where there was a $35 utility charge added to the resident ledger. We have contacted [redacted], your property manager; she will be contacting you no later than 24 hrs to discuss this matter. If you do not hear from [redacted] by 2/25/15, please contact our corporate office and we can escalate this matter over to a regional manager who can assist with getting your issues fixed in a timely manner. [redacted] will continue to work with you and once you provide

the local office with proof of payment for the charges in question they will

remove the charges. If proof is not provided the charges will not be removed. If you have any further issues please be sure to communicate

them directly with [redacted] as she is your property manager. ###-###-####Thank you, [redacted] – Resident Relations Mgr

Review: Myself and my husband inquired about a 5 bedroom rental property on 2/8/16 before paying for any fees I asked all concerning questions I had regarding certain credit criteria and other concerns I had before I proceeded with the application. The leasing agent informed me that the way they do things is basically on a first come first base situation and just fill out the application to have a head start amongst anyone else. I paid 135 dollars for 3 adults and was notified the property I was interested in was taken off the market as our application was being processed. The next day 2/9/16 at 4pm I had a viewing of the rental property with my son everything was to my standards. And the leasing agent informed me that my application was still going through the screening stage but I should her something back with a couple days. I was fine with that and agreed. However about 1hour and a half maybe 2 hours after I left viewing the property I get a email from the leasing agent saying all of a sudden our application was denied due to my husband having a criminal record and some charge offs on his screening report. With a attachment from a yardI screening company. Immediately I knew this was a fraudulent dealing between your property company and this yards company because my husband has never had a criminal record and I feel your company was being discriminatory as well as the other company being fradulent. I have yet disputed my husband report with the yardI company who has now revised my husband screening report as us being capable of renting. Ha ha that's funny this is not acceptable I would like to have my 135 application fee returned to us because of the false reporting that YardI has given you about my husband. We were more than qualified to rent the home we were interested in but due to thensure screening report being false we lost our chance. So I feel it's right in our best interest to be reimbursed our application fees back due to these false reports.Desired Settlement: I would like a refund of our 135 application fees. And in the future I feel your company should do further investigation when using YardI as they have been many complaints about them falsely reporting individuals who has never had criminal records as having criminal records. It's not fair to the applicant

Business

Response:

Good evening,Would you kindly provide us the address for the property which you applied or the location of the office that manages the property, so we can begin the investigation for the appropriate location. Thanks!Waypoint Homes

Review: On February 1, 2016 I filed 3 different service request for items that needed to be fixed at our home so that we could renew out lease. The same day I was called and set up time for the techs to come out. I took the time off work so that I could be at home on February 5th between 8-12 to let them in. At 12pm no one had showed up or called to inform me they were running behind. I sent an email to the renewal coordinator and the account manager (D[redacted] H[redacted] and Justin [redacted] D[redacted] "escalated" this issue to Ana H[redacted] On Monday I received a call from someone in Chicago asking about OLD service request. Once she figured out what service request I put in, she told me that someone had come out and taken pictures (which that was NOT the case since I was at home all day and we have a dog so they would not have been able to get in the backyard.) I still have not heard from Justin L[redacted] or Ana H[redacted] in regards to trying to resolve this issue quickly. I can't understand why it is this is so difficult to get items fixed.Desired Settlement: I want someone to come out and properly fix the items that I have requested to be fix!

Business

Response:

Good morning,We have followed up with the local office regarding your complaint. The Property Manager has advised us that your request to have a new deck installed is beyond the scope of what we do for normal turns, and the cost would be greater than $1000.00. All of the other maintenance issues have been taken care of by our maintenance company.Thanks,Waypoint Homes

Consumer

Response:

[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,

Review: There was a home I was interested in renting and was sent an application by this company that came with a $45 per person application fee. Each adult who would be residing in the rental is required to complete an application. In total I was charged and paid $90. Aftet the $90 was collected, I received an email stating our chapter 13 bankruptcy precluded us from approval. I promptly asked for a refund for both app fees as nowhere on their application did it ask or mention bankruptcy. Had I known this was an immediate disqualifier, clearly I would not have submitted these applications, especially considering all other requirements were met (income, background, rental history, etc). I have reached out to this company on several occasions. Not only are they unwilling to discuss this issue, I'm continually being hung up. All I am asking is the return of my $90 and for this company to be upfront and their qualifications.Desired Settlement: I would like my $90 returned to me.

Business

Response:

Hello, As discussed by [redacted] the [redacted] office will be issuing a refund. Please contact [redacted] if you should have additional questions or concerns. Thank you, CAH

Review: absolutely the worst company to ever rent from,for one they refuse to respond, properties have sever living hazards, took over a year of work orders to even get some one to come out and look, fail to meet legal standards. Then billed me over 7k in preexisting damage, I contacted them and again they refuse to contact,Desired Settlement: billing adjustments and direct contact from employees

Business

Response:

Hello, I am sorry to hear that the local office is not contacting you to discuss this matter further. We have escalated this over to [redacted] and the regional manager for review. The local office will make contact to discuss this matter no later than 48hrs. Thank you, [redacted]

Consumer

Response:

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.

[Provide details of why you are not satisfied with this resolution.]1. I still have not received a response 2. I found my contract and move in notice of damage and forward it you your company and I am still being charged

Regards,

Business

Response:

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

Review: The company has not returned our security deposit per FS 83.49 within 15 days.

We received a notice of intention to impose claim on security deposit

The notice was for $0 and state "amount due to tenant $1600". The Move out Statement attached says "amount to be refunded $1600.33". We need our money returned. It was due back to us yesterday and nobody is returning our calls or emails.Desired Settlement: We need our money plus applicable daily interest rate.

Business

Response:

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

Review: my family and I moved to this house in [redacted] at the beginning of the month. (6/1/2015)4 days in the house on the roof in the laundry room on top of the garage cave in due to leak on the roof. we called the repair service center to report this . finally after some days they send a repair person inspect the damage and he told me that he will be back once the repairs is approve.Days past and I kept calling the center about the other repair they told me they are working on it in the meantime changing the buckets of water because it's rainy season it keeps leaking a lot. the water is getting on the electric outlet the dryer in the washer. finally the repairman came and fix the roof leaving only the holes inside the acoustic next day again rain ,started leaking again constantly had to change the bet the buckets to prevent the water to get inside the electrical outlets. call the repairman so he gave me his phone number , he told me that he could not be at the house until Friday or Saturday there he will call me to let me know .up to this date no one has come back to get the situation fix ,my wife sent an email to the company explaining the situation we are going through what the house,they say they're going to send somebody to fix it this Saturday up to this time no one has showed up just solvethe situation,.the acoustic and insulation plus the wood getting weat creating mold resulting in a health issue, the water in the electric outlets a safety hazard .Desired Settlement: fix the leak on the roof. Fix the acoustic on the laundry and garage, and replace the insulation

Business

Response:

Hi [redacted], I am sorry to hear about your recent issues. I understand that it can be fustrating and I want to assure you that we are looking into this matter for you. Your local office rep will touch base with you within 24-48hrs of this communication to discuss further. Thank you, Colony

Consumer

Response:

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,

Business

Response:

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

Business

Response:

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

Review: I had a one year lease with a property managed by Colony American Homes. Upon signing the one year agreement I was promised a few major improvements that were to be completed. None of these repairs were honored. During my one year lease I made numerous attempts to contact someone at both the local and corporate locations regarding these improvements as well as other maintenance issues that occurred, all with no response. There was no way I was going to extend my lease with this company that cared so little about Customer Service. I gave my appropriate notice to vacate and after two weeks of my move out I received a "Move Out Statement". This statement consisted of not only keeping my $1,215 deposit but also requesting an additional $3,832.95. I have been attempting to contact anyone at the local and corporate office for over two weeks. I was able to get someone on the phone one time who simply stated "the work has been started so those are the costs". This was a lie, I have a close acquaintance who resides in the home next door to this location and no work had been initiated. I am a third generation contract company owner and could do any repairs needed for no cost however the property was left in the same condition it was in upon move in (minus a little clean up and normal wear and tear of a one year occupancy). I have since received a couple of estimates from non biased contractors showing these charges are in fact ridiculous. $2,024 for touch up on interior paint, $2,487.50 for carpet cleaning, $225 for landscape clean up, even $95 for a piece of mirror that fell off the wall while no one was home (yet another circumstance I contacted the local office to report the incident with no response so not only did I have to live with no mirror in my bathroom for months but now they want me to buy them a new one at three times the cost). These charges are ridiculous and unethical. I call both offices several times a week as well as send numerous emails to both the local and corporate locations and even mailed a letter to corporate all with no response.Desired Settlement: If this was an ethical company I would simply ask for a copy of the paid invoices for these charges but I know they would just provide falsified documents so I would like them to provide a new Move Out Statement with true honest costs (that should closely compare to the estimates I have).

Business

Response:

Hello, We are in receipt of your complaint and will review this with the local office and contact you shortly to discuss further. Thank you, CAH

Business

Response:

Hi Jesse, We have attached a copy of the move out inspection form (with the total for each charge) with photos and the move out statement you requested.The work is in progress so the charges for the damages will remain on the account and that is our final response. There were no work orders entered into our system by you to state that any of the damaged items on the move out form were an issue and per your agreement you should be held responsible. Should you have any additional questions or concerns please contact [redacted] or [redacted] at the [redacted] office at (888) 884-4192.Thank you, Colony American Homes