Waypoint Homes

Review: On January 13th 2016 I vacated the rental house I had previously rented from Waypoint Homes. Due to a merger with [redacted], my property was transferred to a property manager at the Marietta office location previously [redacted]. Starting in December, I called Waypoint homes and had several "cases" opened requesting my property manager call me to schedule my final walk through. I was told that I should wait to the week of my lease termination date to schedule this. I sent several emails to my previous property manager requesting a date and time to complete this process as I had since moved to TN. I was ignored and my "cases" were closed without resolution. I had even had a "case" opened for corporate to call me at the beginning of January. I have yet to receive that phone call. On January 8th, I traveled from Tennessee to Georgia to go to the property office and pay my remaining balances. Within one week of paying for my remaining lease fees, I received a breakdown of charges made toward my $1000 deposit plus an additional $250 deposit for my pet. I was notified out of that deposit I would only be receiving $190.30. I was charged a $400 cleaning fee and $659.70 for painting. On January 8th when I left the premises, I took pictures of the entire house. I have since sent those pictures via email to two of the property managers on January 21st. My assigned property manager agreed that I shouldn't have been charged for the painting and said that the $400 cleaning was a routine fee. I agreed to the cleaning fee but not the painting. She assured me that I would receive a full refund for the $659.70 in addition to the $190.30 I was already to receive. As of February 3rd, I have not received the painting refund of $659.70. I have received the $190.30. I followed up with an email to two of the property managers at the Marietta office via email on January 25th. I was assured again that the check for the paint refund was in the mail.Desired Settlement: To resolve this complaint, I am requesting for the full refund of my painting fee of $659.70 in addition to the $190.30 I have already received.

Business

Response:

Good afternoon, I have followed up with the representative at the local office regarding this concern, and have been advised that a check was generated on 2/3/2016 in the amount of $659.70. Please be on the look out for these funds. Thank you for allowing us to resolve this issue for you!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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: To whom it may concern, I wanted to bring to the attention of Revdex.com that Colony American is & has been from the very beginning of our dealings with them, dishonest, irresponsible, extremely poor at communication & disorganized. When Colony American first listed our rental home as available on [redacted], the listing rental price was around 1,540 per month (I do not remember the exact listening as it was removed quickly from the site & any following paper work after our application had been filed & accepted online). My husband & I filled out our application online & most all our communication & dealings with C.A. was done online which is why we hesitated in reporting them to Revdex.com, we didn't have the physical proof. As our time with C.A. has gone on and we have had several frustrating scenarios with them since arise we decided this company needed to be reported. After our rental application was filled out & we we're called back, met & saw the house, walked it & shook hands we we're then called back & told that the rental cost would actually be $1,900 per month & that originally listing it in the $1,500 range had been a mistake. We we're understandably upset at this obvious "bating and switching" done by C.A. & when we protested, they in turn blamed [redacted] who blamed C.A.. Since we we're all ready to move & weren't able to find other lodgings in time, we agreed upon a rental price of $1650 per month plus pet rent. Then come our 2015 lease renewal, Colony American proceeded to increase our rent. They have added unexplained charges onto our bill, i.e. a late fee when our rent hadn't been late(their online system had been down), or the current extra water fee (when we pay our water monthly on time to the water company here). When they have sent people to fix repairs all jobs have either been poorly done or not fixed at all (under our kitchen sink still leaks). And the [redacted] here in our neighborhood has been complaining to us about responsibilities belonging to Colony American.Desired Settlement: I wish for Revdex.com to use this information to either help Colony American improve on their responsibilities to their customers or simply keep this information to share with others who may be thinking about renting from this poorly managed investment corp.Also, we would request that with current conditions as they are (occasional unexplained additional fees and poor quality repairs and care), that Colony American lower our rent to our previous years lease agreement of $1'650 + pet rent.

Business

Response:

Hello, We are in reviewing your complaint currently and you should be hearing from [redacted] your property manager shortly to discuss further. Thank you, [redacted]

Consumer

Response:

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: I recently signed a 3 year lease with Waypoint Homes back in July/ August 2015. At that time I was awarded 4,000 reward points, as an incentive to sign the 3 year lease. Since that time I have accumulated 7,000 points. I received an email last month stating that Waypoint was merging with a new company, and the Rewards Program was going away ( I have email attachments to upload). The email stated that we would have until March 2016 to redeem our points. When I emailed to inquire about and to inform the company that I wanted my points to be applied to my January and February 2016 rental payments, I received a response that I had to redeem my points by December 31, 2015. This was NOT stated in the original email. It stated further that they have their own rewards program and points will be transferred to that. Again, the original email stated that I had until March 2016 to redeem my current points. This appears to be a "bait and switch" tactic, and it is unfair to the customer.Desired Settlement: I want my 7,000 Rewards Points applied to my January 2016 rent, and whatever is left over applied to my February 2016 rent.

Business

Response:

Good afternoon,Per the notification of the discontinuance of the Waypoint Rewards system, points had to be redeemed by December 31, 2015. Any points not redeemed by the aforementioned date, would then be transferred to the Inside Advantage program. Because you will be utilizing your points after the determined end date, they will need to be used in accordance with the current Inside Advantage Program options. We sincerely apologize for any confusion.Thank you,Waypoint Homes

Consumer

Response:

This was stated only after I requested to use the points towards my rent. I printed off 68 complaints from the company's blog on its website, and there are several individuals who were redeeming points after January 7, 2016.

Business

Response:

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

Review: House had several health issuses prior to move it promised to fix imediatley never did, then charged us to fix upon move out. this company bought house sight unseen, then charged current renter to outfit entire house to new status, refused to work with the renter in reviewing the pre move in/inspection report. refuses to estabilsh any form of communication and threatned to have the "DEBT" placed on credit report, Filling a small claims law suit after filing this compliantDesired Settlement: Actually have a person get in contact with me via email, and not like before were you stated "regional manager will be in contact in 24 hours" and never hear anything again

Business

Response:

Hello, The local office will be adjusting the deposit accounting to reflect the prorate damages charge for the paint. [redacted] will send out a deposit accounting adjustment form for approval and processing. If you should have any additional questions or concerns please contact [redacted] or [redacted] directly. Thank you, Colony

Review: In September 2015, on a Saturday night, a pipe blew in our front yard. After calling maintenance to report we were told that they could not bring someone out until Monday between 8-10am. There was no way to turn the water off so we were forced to call and pay for plumbing services. I tried for months to get reimbursement to no avail, always being told that it was someone else that took care of it. FINALLY at the first of February 2016 I got a hold of the PM and she informed me to send the paid invoice. I immediately sent this to her and received a reply email that I would get a "concession agreement" within 5 to 7 business days. I have still not received this agreement and now my emails are going unanswered by the PM.Desired Settlement: I want a check in the amount of $165 for the repairs plus interest for the past 5 months or credit to our rent in the same amount.

Business

Response:

Good morning,The Property Manager has reached out to you advising that the $165 Will be applied to your March rent. She is also in the process of submitting the maintenance settlement agreement. Thank you for allowing us to resolve your issue!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]5, and find that this resolution would be satisfactory to me. The business did not inform me that I would be credited for March, however, I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Consumer

Response:

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]

Business

Response:

Hello, I have an update for complaint #[redacted], the residents concession has been applied on 3/29/2016 in the amount of $168.30. Thank you,Waypoint Homes

Review: I've only been here for less than a year. I turned on all the utilities in my name except the water because in the backyard that was a massive leak, so I decided to watch it and see what happened it never dried up. I called the company to have several things repaired but there was always a problem and/or the person that came to do a repair was not the person to do all of the repairs so the same order had to be continually submitted. At this point (November 2014) there are still outstanding orders. It is difficult to always either get off of work or have someone be at my home to get the repairs done that are only half done.

Now the water issue as the company continually changed management and/or company hands I get a notice about a month ago that I owe for water (about $300) I told them that I never had to pay water before and besides there was a leakage that was just fixed about two months ago in the back and now its leaking in the front. Well when I tried to call and speak with them the person who called me initially never returned my call so I began speaking with someone else. It appears that this company is incompetent besides not doing the repairs, changing management and/or companies they do not handle business. This person goes on to tell me that they sent me something in the mail pertaining to the water (about a few weeks ago) but it went to the wrong address (they did not resend it).

I asked that the person who originally called me to return my call but nothing this morning I woke up with a 3-day eviction notice but not for paying rent but for the water. What they are doing is arbitrarily taking the water costs that they claim I owed out of the rent (which is the full amount paid) which makes it appear that I did not pay my rent. Are they serious? There is so much more but it makes me tired just thinking about it. This is has never happened to me and I will see that it doesn't again.Desired Settlement: I want them to make the adjustment in the rent, rescind the eviction (including making sure it is not posted on my credit) and give me back the amount that they claimed was owed for the water. Due to them not doing their job they are now claiming that my rent has not been paid and not making the water issue a separate issue.

Business

Response:

Hello, Our records indicate that your issues have been addressed and are no longer under the 'evict' status. The local office is your first point of contact however if you have issues contacting them you may contact the corporate office and although we dont manage your property we can certainly assist with escalating issues and getting someone on the line for you. 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.

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]

Business

Response:

Hello, We understand that our process at this time may have caused some inconvenience but I can assure you that we are working on this process. In the meantime your property manager should be reaching out to you to discuss any issues that you may have that still exist. Regards, Colony

When it comes to life-threatening maintenance emergencies, this company should be shut down. A 2 ton, 20 yr old tree up-rooted during a major storm & fell on the home. Waypoint was called immediately. They promised someone would be out immediately. 4 days later, easter sunday 3 guys in a pickup truck showed up & could not provide license or insurance proof. 2 days later the cut-down tree braches & logs are all over my yard & the tree trunk is still up-rooted just standing there. The city commissioner & code of compliance have been called. We also had issues with moldy laminate & uninsulated copper piping in the house & major plumbing malfunctions.

Review: Our blinds in the kitchen are defective. It was like this when we moved into the home two years ago. Earlier this month my family and I decided to go on a vacation for two weeks. Upon our return our blinds were laying on the kitchen sink. So the next day we reported the issue to [redacted] and the maintenance representative told us that it was our problem and said "thank you" and hung up the phone before a response. Immediately we called back and a gentleman answered the phone and he scheduled a work order. When the technician failed to show up, we called the company and a female answered the phone and said "we do not show a work order". We made a complaint on "yelp" and someone from the corporate office reached out but could not help us. Local office could not help us. Someone has to have a resolution because previously this company replaced our blinds in our living room, daughters room, and sons room.Desired Settlement: I want [redacted] to replace our blinds.

Business

Response:

Hello, Per your lease agreement it is the residents responsibilty to replace/repair blinds. We understand that WRI (previous management company) may have replaced them for you as a courtesy, however we will not.You have spoken to [redacted] the property manager and myself via [redacted] and [redacted]' final word is that the blinds will not be replaced, as this is your responsibility. If you would like to review where in the lease this is mentioned please be sure to contact [redacted]. Thank you, [redacted]

Review: Failure to return phone calls and assist with major pest control problems.

We notified American Colony Homes on November 14th, 2014 of a huge in ground nest of bees in our back yard 3 weeks after moving into the rental home. They then sent [redacted] out to our house on November 24th, 2014 to investigate the problem. We were told by the pest company not to go into the back yard that there was a very large yellow jackets nest in the root system of a tree that been cut down and that there were probably over 500 yellow jackets in that nest. They said it would need to be dug out of the ground and would cost about $500. They left and said they would be in touch once they let our rental company know of the issue. More time went by and we never heard anything from anyone. So I called [redacted] back on December 9th and they informed me that they sent over the quote to Colony American Homes and no one was responding to them. So I immediately called the maintenance company and they told me that I needed to call a new maintenance number and that they no longer could assist me. So I immediately called the new maintenance number and they said that they would send a new pest control company out to my house on December 12th. December 12th rolled around and no one showed. So December 13th I called maintenance back and was told they would check into it. Finally that afternoon on December 13th I had a missed call and voicemail from the maintenance company stating that Colony American Homes would take care of the major pest issue, that is was the residents responsibility. We have since called the Tampa office everyday trying to get a returned call back from the manager to explain to them that this is a hazardous issue for our family and no one will return our phone calls.Desired Settlement: We have a 4 year daughter and a baby on the way, due in March. We also have a yellow Labrador Retriever that is a major part of our family as well. We just want our family to be safe while renting this property and want American Colony Homes to take care of having this yellow jacket hive removed from the property for the safety of our family. This is a very large hive that obviously was there before we moved in. The hive also is backed up on a major busy road in my back yard, [redacted]

Business

Response:

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

Review: For the past 6mos, Colony American has been billing me for my water and sewer. They then charge me a $35 service fee for doing this. I have paid $1079 total in water/sewer bills and another $210 in service fees. This week I received a shut off notice from the county water department because they have not received any of the payments for the water bill. On top of that, in receiving the billing from the county water department, the total of my water and sewer bills for the past 6 months is $617, not the $1079 Colony American has billed me and I have paid them. I have contacted them throughout this week but have been unable to get anywhere. I have no idea where my money went, but it is clear on my payment ledger from their website that the charges for water and sewer. They took my money and never paid the bill.Desired Settlement: I want CAH to take the money I have paid them and to apply it to the water bills, then refund to me the difference in the amount of what I overpaid. I would also like my money refunded for the service fees since they did not actually pay the bills, they should not be entitled to a fee for services that were not rendered.

Business

Response:

Hello, We are in receipt of your complaint. We apologize for the inconvenience. This has been forwarded on to your local office. They will

review the complaint and get back to you within 48hrs. We appreciate your patience while we try to resolve this

matter. Thank you, CAH

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: Had a lease for a property in Davenport, FL that started in 8/2015. From the start the house was dirty and unkept. At the initial move in the agent only stood in the front entrance and did not walk the property with me during move in because she was uncomfortable that I had a dog and her grandchild was in the car and had to keep her in eyesight. I got some paperwork for maintenance contacts and she left. Later that night at midnight I had neighbors knocking on my door with issues about me paying for mowing the lawn and that a neighbor a few houses down was videotaping the neighborhood. My first impression being a single woman living in a house alone was now making me highly uncomfortable. After 6 weeks or so I knew this neighborhood was not the right fit for me, I issued a 30 day notice prior to October 1st by mail and email. I got a confirmation back by email acknowledging that my final day in the house would be Oct 31st. I paid Octobers rent in full. I had a move out inspection appt Nov 2nd took time out of work and had all the proper cleaning of carpets and normal cleaning done prior to the 31st.. On Nov 2nd at 2pm I waited for my appt at the property address, no call, now show from any agent. I contact the office only to be told the agent was already at the house and he wasn't coming back. I requested a copy of the inspection report 3 times never received a copy. I called the main office in Almonte Springs two weeks ago requesting another copy, I was informed that 450 was being deducted from security deposit for the carpets not being cleaned and a stain in the garage. The stain was in the garage when I moved in and I forward the receipt that the carpets had been cleaned. Today I call the office to follow up because to date I have received no inspection report, no notice of deducting any items for security deposit and I get informed that a certified letter went out on the 15th in which I never received that my security deposit is not being returned. After it was already confirmed several weeks back I was getting money back minus the items in dispute. This company has been running in circles. Every person has a different response. I feel they are purposely trying to keep my money.Desired Settlement: I want a refund of my security deposit in full. The items they are trying to deduct for I have already provided receipts for. The stain in the garage was there at move in.

Business

Response:

Hello, We are sorry to hear about your recent issues and are in receipt of your complaint. We will be reviewing the account and will contact you to discuss this matter further before Friday 11/4/15.We have attached a copy of the move out deposit accounting statement with a copy of the certified mail receipt. We appreciate your patience while we look into this matter. Respectfully, CAH

Consumer

Response:

As you can clearly see that I am getting charged for carpet cleaning when I provided a receipt of it being done prior to the move out date.I have also attached the lease termination letter in which Colony Homes made no attempt to advertise or show the property as of October 1st going forward as my letter instructed in which they acknowledged receiving on October 6th.I have also attached a copy of the move out inspection appointment in which Trey never showed up for and when I contacted the office I was informed he had been at the house earlier and did not have no intention on returning for the appointment. I guess it must be company policy to miss move out inspections on purpose so you can charge previous tenants whatever charges you want.I also spoke to Victoria G[redacted] on Friday November 13th at 8:30 in which she discussed with me that the security deposit would have a deduction for the carpet cleaning and appliance cleaning but $1,345 would be released by the end of the month.I still have not received any certified letter to date or notification of there being one. I would like my security deposit returned to me immediately as Colony Homes has displayed their corrupt actions by charging innocent people false fees and not taking proper action to rent the property prior to my move out date.

Business

Response:

Hello, Any documentation provided will need to go directly through your local office. They will be following up shortly if they havent already. Please note: an answer will not be provided through the Revdex.com website, it will be communicated directly from your property manager. Thank you, CAH

Rented a home with this company for two years. Spent hundreds of dollars in personal money to landscape the yard, remove dead trees/shrubs and bobcat use to level and re-seed the back yard. After move out and before end of lease, we had the carpets professionally cleaned and the house cleaned from head to toe with our own money. One room was peeling paint, admittedly. They charged us $525 (nearly half) of our deposit to repaint the one room and "clean up" the already spotless house. Normal tenants do not do things like that and improve the homes under their personal dollar. We were punished for doing so. Awful communication regarding our deposit discrepancy that will never be resolved...frustrating. Do yourself a favor and look elsewhere for a home.

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.

Review: Currently have black mold located in my master bath, informed Colony American Homes via their maintenance phone line. I called the company on 12/20/2015 to inform them of the issue, on 12/28/2015 a contractor showed up to look at the issue said the mold will continue until Colony American Homes replaces the tile and wood in the bathroom. 12/29/2015 received a call from the maintenance department and they informed me the contractor would not do the job so they have to get someone else to come to take a look at it and then go through the approval process to get it taken care of. Major concern is I have a 10yr old, 5yr old and a 2yr old in the house. Also was informed by the individual that the pump in the pool has been broken in the pool prior to me moving in and the company will not replace, had my daughter in the pool and she contracted some kind of fungus in formed the company and I have not heard anything back. I keep getting the run around.Desired Settlement: I would to like to get the house in working order like it should be, it has been one issue after another with this rental, if it is not fixed I would like my refund for the past two months and be let out of the lease so I can find a house that is habitable since retiring from the military.

Business

Response:

Hello, We are in receipt of your complaint. Your local office will contact you within 24-48hrs to discuss this matter furhter. Thank you, [redacted]

Review: Upon leaving a residence I rented through Colony American I was sent a bill listing reasons I would not get reimbursed my security deposit.

My lease with Colony American began in July of 2013. The walk thru before move in was done at night, in the dark. The list of the conditions I noted were documented and they have that document. We were scheduled to move in May 1. The realtor 'invited' us to move in over the weekend as July 1 was a Monday. We did. A pet fee was also paid. When we decided to move ample notice was provided to Colony American. After we moved out I spent three days cleaning the place from top to bottom, sweating my butt off. No one at Colony American offered to come and walk through the empty residence with me to verify that it was, in fact, left in better condition than before. They listed items as a dirty stove which is an outright lie that would cost $70.00 to clean. $70.00 to clean a stove. I don't think so. And it was left CLEAN. The whole place was left CLEAN. They said we made oil stains on the garage floor. We had two BRAND NEW 2013 cars. Those oil stains were not from us. They said the carpets were dirty from the dogs. Those carpets were cleaned three times in the one year we lived there AND we paid a pet fee for that specific purpose. Everything they implied is an outright lie. They are invited to visit my current home to see the way we live. My husband, my daughter and myself now have this collections company coming after us and of course our credit report will eventually be effected. I did take photos that were on my phone that has since broke unfortunately. AND they charged us for those extra days that the realtor invited us to move in. This is a common, horrific practice used against renters who have no recourse because there are no objective parties involved. EVERYTHING they wrote are LIES and I am so angry, especially because now my daughter, who is just starting out in this life, has to have this on her credit report. Oh I am so mad.Desired Settlement: Of course I want my security deposit back. At the very least I want this removed from collections and off my credit report and my husbands and especially my daughter. I want a letter indicating that they were in fact wrong not to walk through the house with us after we moved and as such what they note as issues are just implications on their part with no substantiating evidence.

Business

Response:

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

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.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,

Business

Response:

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

Review: After submitting application and fees, the agent never followed up to let me know if we have been approved. I personally contacted the company that does the credit/background screening. And they told me that I only need proof of two documents that will approve my application and to have my agent resubmit for a reevaluation.I called the agent [redacted] and also faxed the documents to the management office and still no response. This is very poor service!!! I contacted another agent from the same management office and he or no one seems to know who the broker is. They wasted my money and time!!! I believe they are running an application fee scam!!!Desired Settlement: DesiredSettlementID: Refund

I would like to be refunded my $75 application fee. And receive an explanation.

Business

Response:

Hi [redacted], We are reviewing your complaint and will let you know if your desired settlement is something that we will or will no accommodate within 72hrs. Thank you, CAH

Review: Complaint against Colony American homes (CAH)

Rental company for [redacted] Property rented to me ([redacted]. [redacted]) on January 30, 2014--I moved in that day upon arrival from [redacted]

I moved from the property in late September, 2014 because of major dissatisfaction with my treatment by the property management.

Reasons for complaint and justification for moving out:

1. Inability to contact the property manager at any time during my entire leasing period despite numerous calls and emails.

2. Insensitivity and Inattention of the property management to serious issues in the rented home affecting my personal health and the integrity of the property.

3. Rude treatment by Colony American Homes staff during phone calls to the office.

4. Change of "landlord" twice during my 8 months of occupancy.

5. Failure of CAH to realize that utilities except water were in my name and paid appropriately during the duration of the occupancy (CAH accused me otherwise). The total water bill in arrears is $53.16.

6. Inability to obtain a "move-out assessment form" due to the inability to contact the property manager.

7. CAH filed a dispossessory warrant and placed it on the property front door more than 2 weeks after they received email, snail mail, and phone call notification that I was moved out of the property before October 1. When the notice was placed on the door it was clear that the property was empty and clean.

8. CAH has continued to charge me a pet fee of $20 when there has been no pet at the property since mid-September.

9. CAH has failed the opportunity for discussion of a strategy for my smooth relocation and consideration of landlord's search for new tenant while I agreed to continue paying the lease provisions. This is a result of the non-good business and non-good faith decision to ignore me. I had legitimate reasons to vacate the property early and a courteous opportunity to discuss those would have been in ther interest of both parties.

10. CAH (including its agent [redacted]) has been a hostile landlord. The lease agreement is hostile and full of what the "renter shall" do but devoid of delineation of the landlord's responsibilities. Common good business practices and courtesies have not been provided to this customer.

Specific details:

1. Despite numerous phone calls and emails to the property manager at [redacted] before I arrived in [redacted] from [redacted] on January 30 to make sure that I could get keys and access to the rental property, I had to drive directly to the APM office in [redacted], [redacted] to talk to anyone. Calls from the car over the 1.5 days of road travel from [redacted] were not answered. 2 cars and the moving truck traveled from ** to [redacted] after arrangements had been made in advance for the January 30 occupancy. I had never been to [redacted] to secure the property or to obtain any keys. I never saw the property before move-in day. Selection was done on- line and over the phone. A close friend living here went to view the property for me prior to my final selection.

2. When I arrived in [redacted] midday January 30, despite all the previous arrangements the property was not ready for occupancy but this was not clear to me until the movers had unloaded all my belongings. When I drove to [redacted] from [redacted] an [redacted] representative met me there with the keys and an inspection. We walked through the home and I found al to be satisfactory. It was a cold January day and it was cold in the house. I thought this was likely due to there being no occupants for some time and that management was saving on the utility bill, which I considered completely reasonable. I figured that all I had to do was to turn on the furnace. The moving truck was there and all the doors were being propped open for unloading. I knew this would keep the house cold so I didn't attempt to turn on heat then. Once all goods were moved into the house, I attempted to activate the main floor furnace. By this time it was around 5 p.m on that Friday. I noticed that only cold air was coming from the vents and assessed that it would likely take a short while to warm up. We left the house to go eat anticipating some heat upon our return. When we arrived back the house remained cold. I made numerous calls to the name and phone number I had for the property manager over several days. To this day there has been no answer or returned call. I did reach maintenance but was told that nothing could be done before the following Monday. 9 days of cold passed before heat was made available which required replacement of the furnace. This was a period of torture worsened by the lack of the ability to talk to the property manager about it. I was never given any instructions on how to operate the complicated thermostat. I was enraged by this treatment.

3. A small water leak from the toilet developed in a second floor bathroom which I immediately reported to maintenance. I was told that a plumber would need to be dispatched after a work order was placed and approved! Again, the delay was extraordinary. I tried several times to call the property manager to no avail. I got voicemails after a litany of automated instructions. When I would get through to a human I was told that my message would be relayed to the property manager who would return my call. This has never happened. Over the next approximately 10 days the leak worsened and required using my towels to soak up water 2-3 times daily. I was uncomfortable with it and frequently left work to go check on it or had a friend drive over to soak up some water. I considered this a serious breach of concern for the potential for major damage to the home. This occurred in late spring.

4. I initially asked for consideration for a 6-month lease because this move was only to be temporary. I moved to [redacted] for a job change and had a home to sell in [redacted] where the market was unpredictable at the time. I had far more household goods than would fit into the rental property. My intention was to purchase a home in [redacted] similar to the one up for sale in [redacted]. I accepted the 1-year lease here thinking that it may take a year or more to sell the house (that had been the history of other homes in our market). There had been no flexibility on the part of CAH in understanding this. I stored 2/3 of our household goods and I came to [redacted] with our dog to get started to work. I have 2 college kids who were away at school. My wife took a temporary job in [redacted] so that we could afford to keep the kids in school until we got the house sold in **. I have been heavily burdened by payments on the ** home for sale, college tuition, rental of [redacted], and storage of our household goods. Unfriendly treatment by CAH has been an unwelcome and unappreciated "constellation prize." I was fortunate for my house in ** to sell in the summer. After searching the market here I found it less expensive to purchase a home than to continue renting and paying exorbitant storage fees. Also, I had no access to 2/3 of my belongings which were in storage. The bad experience with renting here prompted me to proceed with home-buying and moving. I moved out of the rental in late September, accepting that I would likely have to pay through the rental agreement. I was hoping that I could have gotten some understanding from the property manager and been able to have CAH look for another renter to assume my lease.Desired Settlement: Release from my rental lease effective October 1, 2014.

Business

Response:

Dear Mr. [redacted],

I am sorry to hear about the issues you had while in your home. We have contacted the local office and they will contact you directly to discuss the issue and also to keep your information private. Please contact [redacted]; I believe she has left you a voicemail.

Thank you,

Colony American Homes

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.

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,

Business

Response:

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

Review: My complaint has to do with thee rental services

I dont like the fact that they hold something against you when you go to rent a home for your family and you state your past that happened 34 years ago.they take your money knowing they would say no and wait a day or two then say no now out of a home and 105.00 dollors over me being at the age of 18 and having sex with someone who wasnt 18 years old at time now me being 52 the say I cant live in one of there homesDesired Settlement: I only want to be treated fairly and change there ways o it wont happen to someone in my shoes

Business

Response:

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

I've had several problems after moving in and they always get someone out pretty quickly. That ends anything good I have to say about Waypoint Homes. It's obvious they have some serious internal issues.

1) They require that you have renters insurance and all utilities in your name prior to move-in. Totally understandable. Problem is, the utility companies don't give you account numbers when you initially set up the account. So, even though I had everything in my name, they threatened not to give me the keys until I had the acct numbers. At that point I told them that I would find another place. Then they came back and basically threatened to sue me because I had signed a contract. What?!

2) They require you pay rent through their online portal. Super convenient, right? Except it never works and is not accurate information. Month one, it said I owed $500 (my monthly rent is $1360). So I call four days before the end of the month. No answer, No voicemail. I figured I'd just wait until Monday (February 1) to call and pay. Once again, no answer. It just rings and rings when you call their billing dept. So, I just paid what it said I owed (thinking I may have overpaid a deposit). A week later, I get an eviction notice from [redacted]. Again, I called and this time was able to get in touch with a billing specialist who said I had to pay the balance due AND a $95 late fee which would be refunded in March. OK. Not happy at this point but I paid it. I was assured that it would be refunded the following month (March). Three weeks later, I receive another eviction notice (certified mail). Call Waypoint to inquire about it. Left message. No response.

Monday February 29th, I go to pay the rent online. Once again, the amount owed says $405 and there's another $95 late fee tacked on (even though it's still February and rent isn't due until March 1). Call Waypoint Home billing dept. I was assured again that it would be updated on 3/1/16 to reflect the right info plus the credit of the late fee from January. Nope! Never happened. Call Waypoint billing again. No answer. Left a voicemail asking if I should just send in my check moving forward to an address. No return call. At this point I'm expecting another eviction notice for their error and another late fee.

3) Today (March 2nd) I receive an email from Waypoint saying that I have an HOA violation for weeds in the alley. The letter was dated February 11th, yet I am just getting the notice today. Some background, when I moved in, the leasing agent promised that the landscapers would be out to spray/cut the weeds in the back yard. Never happened. I called and explained that the landscaping company, as I was told, was supposed to come out within a week or two after I moved in. Now they tell me it has to be requested within 30 days so there's nothing they can do. Fortunately, after much back and forth, and proof I was mislead, the landscape company came out to take care of the "weeds" (which was really just grass that they tried to plant and obviously did not keep up with).

4) Working from home, I specifically asked about cable/internet/phone access since I didn't see any outlets in the house. They advertised the home as cable/internet/phone ready. After I moved in, [redacted] came out and said the only outlet did not work, so they would either have to fix that or put another outlet in. Waypoint refused to pay the $125 fee. They also advertised that a washer and dryer were included. Nope!

At this point, I feel totally misled by Waypoint Homes and have notified them they are in breach of contract. They try to make you sign a two year contract (wonder why!?) which fortunately I did not do (so they charge an extra $160 a month). I wouldn't recommend Waypoint Homes to my worst enemy. Do your research!!!

Review: this issue is regarding customer service issues, guarantee issues,and service issues. my family and I applied for a property for rental from Colony American homes. we looked at the house Jan 10, we loved it, and the agent in charge told us NO ONE had applied so if we applied, we would have the property on hold for us during the application check. she verbalized 3 things we want to dispute. first she mentioned that the property would include a $500 gift card or 2 weeks free rent, then she said we should be approved as long as the requirements were met in terms of having the 3times the monthly rent income, (which my husband and I had substantial 4 times the rent), and as long as we had no record of any evicdtions; and the application would be given us a decision within 3-5 days. the house also was missing a washer and dryer so they said they would include it for an extra $15/month. upon applying, the fees were a total of $140 for me, my husband and my parents.the prompt from the website said the company will let me know within 48 hours (so given it was jan 10, I would know if we were approved by the 15th or so. given as we put our move in date for the 24th because my parents' lease would be up by the first of FEB. my husband and I called every day, many times a day after the 15th trying to see what the decision was, and the lady didn't respond back until the 21st! and on the 21st, they said my parents' credit is bad so the deposit would be 1 and a half times the rent(versus the normal one times the rent plus rent. $1340+2010= $3350. we considered it, while we were confused because we weren't sure why my parents' credit was included since they weren't going to be accountable for rent. rent would be paid by soley my husband's income. and later that night they CHANGED the amount to 3 times the deposit PLUS first month's rent. which would total $5360! at that point, I was upset because the agent NEVER mentioned 3 times the deposit, and they took forever up to JAN 23 with STILL incomplete response.Desired Settlement: THOUGH APPLICATION IS NON-REFUNDABLE, I NEED MY REFUND BACK FOR TAKING TOO LONG TO RESPOND AGAINST THE TIME I WAS GUARANTEED A DECISION FOR MY LOSS OF TIME. INCLUDING THAT THE LADY IN CHARGE WAS VERY UNRESPONSIVE TO MY QUESTIONS VIA EMAIL. THE WEBSITE PROVIDED 48 HOURS RESPONSE TIME WHILE IT TOOK ABOUT 2 WEEKS FOR A RESPONSE.

Business

Response:

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