Waypoint Homes

Review: We have put in numerous complaints regarding the AC unit. It runs constantly , does not cool the house below 80-85 electric bill is 300$+

Since the begining of the summer we put in complaints regarding our AC not properly working. THey fixed the duct work put in new insulation in the attic but the ac unit still runs non stop and does not cool the home below 80-85 sometimes it has gotten up to 90. They keep giving us excuses. And blaming us on the temp that we set it on. THe pipe inside the home freezes up which requires us to turn off the unit to unfreeze which then leaves us without AC during the hot summer. The ac repair man recommended that it be replaced but they say they have to records of it saying that. I have not heard back from them about the ac repair. WE hired someone else to check the ac and see whats wrong with it. They denied what was recommended. It took them nearly two weeks to get a quote on the insulations this summer. We have lived in hotter locations than here and the ac workd perfectly and didnt run all the time. Our electric bill here is 300+ a month on top of our rent we are paying nearly 1600$ a month just in rent and electric. Its not affordable. When we moved in the house was not clean the floor in the kitchen was black that is suppose to be off white. The screens were never fixed that I noted on the papers upon move in. I had to tell the company to fix the gate for my dog 2x before they came out to fix it. The bathroom mirror was not properly hung in the guest bathroom and hit me in the face. Everytime I call them about an update or to put something in about the ac. They are rude. and are full of excuses to tell us. I didnt want to write a complaint to the Revdex.com but Im on my last nerve with them. WE dont want to move at the end of the year when our lease is up but if things arent going to be fixed NOT just addressed we will move.Desired Settlement: WE want the AC unit outside to be replace well before our lease is up.

Business

Response:

Hello, We certainly do apologize that you were experiencing issueswith your AC. It is our understanding that the local [redacted] office has sent outservice technicians who have added insulation and closed off one of the ductsin the room that was not being used to increase air flow throughout the rest ofthe home. They have since then determined that there is not nothing wrong withthe unit and the property manager reports that you have not reported anyfurther issues since the work was completed.If you are experiencing any additional issues please contactyour local property manager to discuss further. Thank you, Colony American Homes

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: The Company will not refund me the money I spent to change the locks on their home after a break in.

We rented this unit on June 16, 2014 and moved in on August 6, 2014. On August 16, 2014 my wife and I went out and left our boys 14&10 years old home. At 10:09 I received a hysterical call from my older son that he, his brother and the dog were walking down the middle of the street because an intruder was in the house. We rushed home and my niece picked the boys up in the street. When I got home I called the sheriff and we went through the house. There was no break in, but the back door was open and the ceiling fan that we left on was off by the pull chain and my boys can't reach the pull chain. The boys said that they were upstairs and they heard a noise downstairs when they went to the stairs they saw a flashlight beam searching the house from inside the living room. They ran downstairs and out of the house. The sheriff said that sometimes people use vacant homes to do drugs and that they must have thought that the home was still vacant. We called a locksmith and had an emergency lock replacement done. After that our neighbors said that there would be strange people coming and going in and out of the house at night before we moved in When we moved in we were given two keys, one was on my key chain and the other was on my wife's. MY wife spoke to [redacted] at Colony American Home who stated that we would be reimbursed for the locks. We never heard back from anyone. After numerous emails and phone calls that went unanswered and after being given the run around I finally got to tell our story to [redacted] the manager of the Tampa office. She agreed that she would have changed the locks that night also. She further stated that is not company policy to reimburse for changing locks and they will not. We did not change the locks for aesthetic reasons we did it for our safety. We are lucky the boys were not hurt. This is their house and they owe us a minimum degree of safety. This is their house and they will benefit when we leave and can be sure that no one has the keys. We want to be reimbursed for the change of locks and the locksmith fee.Desired Settlement: We are seeking to be reimbursed for the locks that we had to have installed after our house was intruded upon and forcing my two boys to run for their safety. We seek a total of $423.17. This represents $45.97 for the new lockset,$278.00 for emergency lock replacement service call and $99.00 for the locksmith to re key the smart lock. The locks are staying with the house and Colony American Home can be assured that there are no keys out there.

Business

Response:

Hi [redacted], We are in receipt of your communication. Your local property manager will contact you here shortly to discuss your concerns and desired settlement. Thank you, CAH

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.

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

Regards,

Business

Response:

The property manager [redacted] Benjamin, spoke to Mr. [redacted] regarding reimbursement for the expense of changing the locks on the home he is currently renting from Colony American Homes. I explained to Mr. [redacted] that it is not in the policies of CAH to reimburse for such expenses. Mr. [redacted] claims that he was told by [redacted], a Renewal Coordinator at CAH that he would be reimbursed for this expense. He does not have this statement in writing. [redacted] is a seasoned employee of CAH and stands firmly in her response that she would never have assured reimbursement for an expense that is not only against the lease policy but that is a resident responsibility if the resident is inclined to change the locks on their home. [redacted] is not authorized to approve reimbursements. [redacted] stated that she spoke to Mrs. [redacted] and explained that we do not keep copies of keys to CAH properties and was not able to tell her how someone got into the home. Mrs. [redacted] was instructed to file a police report, which was completed. Mrs. [redacted] was also informed that is not our policy to rekey the property as we have a 24 hours maintenance line that handles and dispatches requests in accordance of the terms of the lease. She was aware of the maintenance number as she had called it to make arrangements for the other maintenance issues. She was also informed that because the resident is responsible for the locks, per the lease, it is not something CAH would reimburse her for, but that the request would be forwarded to the property manager to review.When I was asked by Mr. [redacted] on 5/12/15 if I myself would have changed the locks on my home if I believed that an unauthorized person had a key, I agreed that I would. However I did not agree that I would have hired a lock smith, and done so after hours. I also reiterated that it is not in the policy of CAH to reimburse for such expenses. Mr. [redacted] signed the lease that states:6. LOCKS. RESIDENT WILL NOT Change the locks on the doors of the Dwelling Unit or install additional locks, chains or other fasteners without the prior written consent of the Landlord. Upon termination of the tenancy, all keys to the Premises must be returned to Landlord. If Resident shall fail to comply with this rule, Resident shall pay Landlord $150 for reimbursement of the cost of changing or re-keying the locks. if you require a copy of the lease to review this info please contact [redacted] and she can provide a copy. Colony will not be reimbursing you for the locks. Thank you, CAH

Review: This company left me 14 days with no AC... when I would call to follow up I only got the run around. Then I asked for some kind of compensation and I was denied. UnacceptableDesired Settlement: A rent concession

Business

Response:

Hi [redacted], We are in receipt of your communication. Heather will be contacting you shortly to discuss your concerns and desired settlement. Thank you, CAH

Review: Several water leaks in the home since moving in. Still have hole in Master bath from plumbing issues. A window that will not close. We have also been sighted by the GAS company for hot water heater not being up to code.

Water heater burst on 4/7/15 causing another leak, wet carpets again and we were told tech coming to fix and then informed we were to spend the night without water and working toilets with special needs child until 4/8/15.

We were told this by Manager [redacted] after Agent [redacted] told us toilets would be restored for the night..Desired Settlement: I want 250.00 off my rent, and missed day of work as well as not having a usable toilet and being lied continuously by this company.

Business

Response:

Hello, We are reviewing your complaint and will provide an answer within 48hrs. Thank you,CAH

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:

Hi [redacted], We understand that you have been working with [redacted] at the local office to get to the bottom of your concerns. It appears that your maintenance concerns have been addressed and the local office will discuss your request for the rental concession directly. Please contact [redacted] to discuss your request for a rent concession. Thank you,CAH

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.

No one by the name of "[redacted]" has contacted us?None of the repairs are done other than leak fixed so no running water in basement.But walls and carpet still torn out. [redacted] ( ###-###-####) from local office called us on 4/9/15 and we put in 5 separate maintenance requests with her. But have yet to be contacted by repair personnel. I am not sure where this office is getting their information from ???

Regards,

Business

Response:

My apologies, [redacted] is the leasing manager who responded to the initial complaint. You spoke with the CSR from the local office. We will not provide a resolution via the Revdex.com website; [redacted] will contact you shortly to discuss your request for the concession. Thank you, CAH

I rented a house from Colony American Homes in August of 2015 and had problems from the start. The first month, I had 27 items that needed to be fixed, although most of the items were supposedly inspected and signed off just before I rented the place. The company made attempts to fix my problems, but almost every time something was fixed, it was only a short term fix and needed repair soon thereafter. Something on the house broke almost daily and it was a nightmare right through the end in July of 2015. The company constantly sent me notices that they had paid my water bill, but I had paid these bills also, and the water company was getting paid twice! I never did get this problem resolved. The worst problem I had with Colony American Homes was the fact that I never received the list of items I was charged for on my deposit. After I moved out and two months had passed, I hadn't heard from the company. I contacted them about my deposit and the next week, I received a "certified letter," telling me that I owed money, when I left the place better than when I arrived! I was told they had to keep my $1675 deposit and owed another $50, but it was too late and that they had turned me into collections. This letter they sent me, was written with a date from a week after my move out, but yet it was postmarked the day after I contacted them inquiring about my deposit. When I called the company to find out what I was being charged for, and requested a list of these items, I was told they were "not allowed to discuss anything further with me, as my account was no longer with them, but with the collection agency." I ended up paying the $50 in addition to losing my $1675 deposit, with no proof of my charges. I wish I had read the reviews of this company, as it seems I am not the first person to have similar problems! What they did to me was unethical, if not illegal. It was in my lease, that if I didn't receive a deposit back, that I would be given an itemized list of what I was charged and why.

Review: On February 21st 2016 I submitted an application for residence [redacted]. On the application the home was listed for $1340 Monthly and indicated the process would consider rental history, credit, criminal history, and Income. However, I received a denial letter stating they used some scoring system that automatically denies you based on credit. The other factors such as income, rental history, criminal records, and income were no even taken into consideration (which are all in GREAT standings). I called the realtor to request a refundand was unsuccessful to get a hold of her. I called the customer service line and they continue to transfer me to several department and provide me with a million phone numbers to call this department. Here are the several phone numbers I received [redacted]. NO ONE wanted to take ownership. The home was listed for $1340 when the application was put in and then was informed the home is for $1450. If it was stated on the application process that is one of the several factors comes back negative we will decline your application, but that was not the case, or we would not have applied. After reviewing the Revdex.com site their is another complaint similar this is not how you treat people this is misleading and scammish activity.Desired Settlement: I would like my $90.00 refunded back into my account.

Business

Response:

Good afternoon,The scoring system is based upon all three of those factors that you mentioned. You will receive a letter with contact information for further details. Regarding the application fees, those are non refundable as noted in the acknowledgement section of the application. Thank you ,Waypoint Homes

Consumer

Response:

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

Business

Response:

Good morning!Prior eviction(s), felony(s), and bankruptcy(s) are immediate disqualifications, which we share with prospective tenants so they do not go forward with the application process as we know they are automatic disqualifiers. We are not aware of credit complications until a credit report is run, and that can only happen after a prospect applies. The following information is provided prior to moving forward with the application process: Credit History – To determine satisfactory credit, we run a report through a credit report agency. Credit history from the past two years will be evaluated.We regret that the outcome of the application was not favorable our goal is to be as transparent as possible. However, some things we are not aware of in full until after the application is submitted. Thanks,Waypoint Homes

Review: I lived in a Colony American/Waypoint Home house for two years in Surprise, AZ & have nothing good to say about this company. Evelyn C[redacted] and Caryn A[redacted], who both work in billing/renewals as far as I can tell, are two of the most deceitful, conniving, lazy people I've met in my entire life. For nearly 3 months I've been trying to get full reimbursement of my deposit and a water bill that went crazy from promises on their end to pay because of an irrigation line leak on the property (NOT the responsibility of the renter) but they have yet to show one ounce of ethical and fair business practice regarding this issue. Despite repeated attempts by me to have this resolved and obtain reimbursement, Caryn refuses to accept any responsibility on behalf of the company for the irrigation failure and water bill hike that happened because of the leak. They have conveniently "lost" or "never received" any work orders from their repair vendors (not my problem) and allegedly have no documentation from me on the issue (strange, since I have timestamped emails and recorded phone conversations with their maintenance phone operators). My advice is to stay away from Colony American / Waypoint Homes if you're in the market for a rental or property management company. They're lying thieves and will waste no time if they have a chance to take advantage of a tenant. What's unfortunate for Evelyn, Caryn and the Colony American / Waypoint Homes is that their names are listed publicly now along with this review, and my next stop is to [redacted], Channel ** Channel **, Channel ** and Channel **. Hopefully some extremely negative publicity about how another corporation is taking advantage of a consumer will light a fire under the management there to do what's right and equally support the tenants and homeowners with whom they do business.Desired Settlement: Need full reimbursement for charges incurred to me and already paid by me because of a faulty water line that Waypoint refused to have repaired, causing my utility bill to drastically increase hundreds of dollars above normal. Overage and late charges incurred because of Waypoint's refusal to pay the utility or me directly to resolve the balance.

Business

Response:

Good afternoon Mr. [redacted],I have followed up with the local office that manages the property you rented. The property manager researched the work order submitted in May of 2015, that showed it was repaired in 48 hours. The property manager has requested from you the water bill statements that reflect the usage amounts for the time frame that the irrigation system was malfunctioning so she can see the elevated meter readings, however she has not received those documents from you, to move forward with a resolution. If you can respond and attach the information requested we can work towards a resolution based on the information we receive.Thank You,Waypoint Homes

Consumer

Response:

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

Business

Response:

Thank you for providing those items Mr. [redacted]. I will forward then to the Property Manager and follow up with you as quickly as possible.Thank you,Waypoint Homes

Review: Our lease states our home would get rekeyed within 5-7 business days, it took almost a month. Our lease also states our home would include a microwave which didn't. It took 30 calls and almost a month to receive one. Sometimes during business hours the phone number doesn't ring. When it does, it is hard to leave a voice mail. Left 2 a couple weeks ago and still no response. Even emailed. Unauthorized charges appear on our statement. Asked for a credit and have not heard back yet. When I finally reached a member at the Las Vegas office two weeks into renting the property, they couldn't even find my lease. They told me they would call me back later that day but didn't receive a call for 3 days. When I press an extention the automated system tells me to for billing, it says there is no such extention. I want a credit on my lease because of them breaking the written contract. They said they would get back to me a month ago. Something needs to happen because I'm sure we're not the only tenants receiving this disgracing treatment.Desired Settlement: Since I wrote 2 emails, spent hours calling, received unfair treatment, and 2 terms were broken on their part of the lease (almost a month to get a microwave and get rekeyed when it stated a microwave would be included and home would be rekeyed in less than a week) I deserve a minimum of $700 off my rent. If the job would have been done in the first place, I wouldn't have to do this. I cannot get ahold of the office!

Business

Response:

Dear [redacted],

I am very sorry to hear of the issues you have had with your home and the local office. Our records indicate that the property manager has solved this matter offline with you. If in the future you ever have any issues with the local office, please know that the corporate office is here for you! Even though we do not manage your property we are always here to assist with the escalation process. ([redacted]) [redacted]

Thank you,

Colony American Homes Customer Service

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

Regards,

Business

Response:

[redacted] and [redacted],

Our records indicate that the concession has since then been applied. The property manager did submit the request however our accounting team processed the request in the order that it was received. It has been applied and you are at a zero dollar balance.

The ledger is attached for your review, if you have any questions please contact your local office.

Thank you,

Colony

This company is awful about responding to maintenance requests. I have lived in a Colony American Homes rental property for about 8 months now and every single issue (of the MANY we have had) has taken weeks , if not longer, to resolve and generally is only taken care of when we hassle the maintenance people enough to finally bother them, that is, if we can actually get in touch with any of them. We have extreme difficulty getting in touch with anyone in the [redacted] office, and the corporate office is rarely of any help. DO NOT RENT WITH THIS COMPANY! YOU WILL REGRET IT!

I am a new renter with Colony American Homes and so far I am regretting signing a lease with them. 3 weeks after moving in we found a very large yellow jackets nest in the ground that is a major hazard to my family. They sent a pest company out to investigate the situation and because it was going to cost $500 to remove, they are saying it's my responsibility to have removed and that took weeks to get that answer out of them. This is something that obviously was on the property well before I moved my family here. The pest company stated that no one should go back there, that it was a very large nest and very dangerous. So I guess all the money we pay in rent each month, we're only getting to use the front yard of the property. We have been trying to reach a [redacted] at the Tampa office and she will not return any phone calls. This is terrible customer service. The least she can do is return a phone call to me or my husband, but I guess she is too chicken.

It's really ridiculous that I have to go through such a hassle to get things done with This company. The realtor is making this company look very bad. And I would not refer anyone to this company, Because of the hard time I had since my whole move in process began. This is unsatisfactory and I am not happy about it. No one should ever go through this. I paid 70.00 on 8/28/14 for a App fee and background check for me and my husband with a money order.

Now on 10/28/14 they're tell me I own a balance of 70.00 that I paid and I gave to the realtor. Almost lose the house because she didn't communicate with us about the deposit. So I had to rush to pay the deposit so I wouldn't lose it.

I am so unhappy I had to also purchase a $50 gate key and the realtor told me I would be reimbursed for the gate key. Didn't not happen . I been leaving Messages for the supervisor , property manager and no call back. If the property manager not return calls now I understand this is how the company is being is being ran No Communication with the paying customers.

Review: I leased a 3 bedroom home from Colony American Homes in [redacted] a little over 1 year ago. When we moved in the house was in pretty good shape with the exception of some walls were patched incorrectly, some patio glass was cracked and a few other little items. I felt that this was a rental home and was fine with a few blemishes in the home. When I didn't renew my lease I set up a walk thru to go over the house. Keep in mind I have taken care of this home as if it was my own and spent the last few weeks cleaning grout and tile, touching up nail holes, having the carpets shampooed, etc.. When I arrived at the walk thru the gentleman told me it would be two hours to complete the walk through and encouraged me to just wait for the report. I walked him around and showed him any issues up front to save him some time. I received my inspection form back the other day and am in shock. Here is the ridicules deductions stated on my report. Damage.. Garage interior paint single tone $220.00 for a couple of red dots per his report,. Interior paint refresh $270.00 for touching up. Keep in mind that I touched up myself nail holes and matched paint per Home Depots computer since no touch up paint was left . Dryer vent cleaning $10.00 ( I will admit I didn't snake the dryer vent), Completion package $100.00 for light bulbs. I noted the gentle man that I forgot to replace two bulbs...all other worked except two in the kitchen do to electrical issues. I am a fair man and take responsibility for a couple of the items not listed on here but deducted from my deposit. Colony American has deducted several hundred dollars from my deposit unfairly and has grossly over charged. I disputed the deductions and my dispute was immediately dismissed via email without one question . After searching the internet this action doesn't seem to be an aberration. I am seeking legal advice and hope that these self gratifying actions will cease so others will not taken advantage of.Desired Settlement: Reasonable refund of deposit.

Business

Response:

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

Consumer

Response:

[redacted]

Business

Response:

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

Review: I obtained the services of Colony American Homes in [redacted]. During my 1 year lease, I experienced constant lack of communication or follow-up to written and verbal property concerns, failure to repair items timely and withholding funds from the security deposit ERRONEOUSLY. I have just moved from the property managed by Colony American Homes upon the expiration of my 1 year lease, Feb. 2015. I was told that $200.00 of my $1,300.00 security deposit would be withheld for "carpet cleaning fees". The move-out inspector, who is no longer with the company, maintained that it stipulates in the lease that the carpet must be cleaned prior to move-out.

I have pictures of every room of the house. There is NOTHING visible to suggest carpet cleaning was needed. Furthermore, there were no items noted throughout the property to suggest any damage or neglect. The inspector even remarked that they could take in a tenant on the day of move-out because of the immaculate condition of the property. He went on to say that the ONLY reason he included this erroneous "carpet cleaning fees" on the move-out inspection is because it is stipulated in the lease. THERE IS NO SUCH LANGUAGE IN MY LEASE AGREEMENT.

I sent written correspondence several times to dispute the validity of this fee. I called the office several times to discuss this matter. I have not heard ANYTHING from any representative of the company. I contacted the corporate office in Arizona regarding this grave injustice. They maintain that I would have to seek legal action against the STOCKBRIDGE, GEORGIA location directly. The corporation is not responsible or liable. I INTEND TO SEEK LEGAL ACTION IF THIS MATTER IS NOT RESOLVED IMMEDIATELY. STAY AWAY FROM THIS COMPANY!!!Desired Settlement: I want the $200.00 erroneously withheld of my $1,300.00 security deposit to be returned to me immediately.

Business

Response:

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

Review: The representatives (specifically Valarie N[redacted] and Shawn B[redacted] mishandled my complaint initially. There were numerous mistakes made and constantly Mrs. N[redacted] used the excuse, "we are merging from Colony American Homes to Waypoint Homes and things are hectic right now". Faxes were not received and emails or phone calls were not returned in a timely manner (weeks at a time). This negligence resulted in the loss of $250.00 for me and I have expressed my concerns and was told this would be rectified to no avail. I was told twice that my refund was being processed and each time there was a different excuse as to why this could not be done.Desired Settlement: I want my file to be reviewed and my refund to be issued as I have now waited two months for this resolution.

Review: I moved out of a home I rented form Colony American Homes based in Altamonte Springs, FL in Mid September 2015 due to a mold problem that I called about several times and was never taken care of. I called the office and told the lady who answered I was moving out. She said ok I will note your account. I was breaking my lease and moving out 1 month early so I knew my security deposit would be kept. I never heard from them again. I moved out and the house was in perfect shape. Nothing was damaged or dirty. Mild cleaning might have needed to be done but nothing major. Just this week March 7, 2016 I was called by a collection agency saying I owed this company $2015 for damages to the home. Again I never received anything from the company. There were no damages and this is fraud. This company is a SCAM. I have read reviews and this has been done to thousands of people by this same company.Desired Settlement: I would like this bill to be dissolved and I should have a $0 balance with this company.

Review: Hi, I contacted someone at Waypoint last week in regards to a letter I received about a $45 fee. I received a letter that I was charged 1.74 and 1.72 for utilities and a $35 fee for a failure to put them in my name. I called and disputed that. I absolutely put my utilities in my name however, my lease move in date was changed and I executed 2 leases. I also informed him that I had the emails dated 11/18 where I gave Laurie Frederick (leasing consultant) my account numbers. He told me that he needed to get the emails from Laurie or from myself and speak to Barbie F[redacted] (property manager) and that he would get back to me on Weds 1/27. Needless to say, I have not heard from him and when I call Colony back I get a voicemail. Additionally, I called about my microwave not working and someone was supposed to come out on Friday to look at it. Instead, I got a phone call at 3;15 from someone who said he was supposed to come between 3 and 5 but he'd just finished another job BUT he was supposed to get off at 12 so he asked me to just send him pictures of the microwave (the phone number that I texted was [redacted]. I've had work orders before and I know that waypoint/colony requires pictures to verify a job was completed and I think this a bit unethical and unprofessionalDesired Settlement: $35 refund and I would like to have my microwave replaced

Business

Response:

Good afternoon,The $35.00 fee that was charged has been refunded to your account. Please let us know if there are any additional service issue we can assist you with. All our best,Waypoint Homes Resident Services Team

Review: Company Filed Lawsuit When No Payment Was Due.

I contacted Colony American Homes a week before my rent was due and spoke with an [redacted] about losing my job and needing to pay two weeks late. We agreed on a date and I was appreciative of her ability to extend my payment as I have never paid late before. She appreciated that I called in to let them know and stated most people do not do that.

On the date I went to make the payment, which was to be using their online website ( as they stated that was their only means of accepting payment ) I noticed my account was disabled.

I received a voicemail from a [redacted] who told me that my account had been disabled and that a lawsuit was going to be filed unless I could pay for the money I owed plus a bunch of new fees I did not expect.

I tried reaching out to [redacted] and was only able to reach [redacted]. After talking with [redacted], the first person I spoke with, it was clear that [redacted] had not been in communication her, and [redacted] actions made it so I could not make the payment as I stated I would, on the date I stated I would make it.

It then took [redacted] several days to return my calls to provide an address where I could make the payment. Which I did via cashiers check.

A few weeks later there is a nock on my door and its a court summons. I am being sued. Since then I have spent the last week trying to get ahold of anyone at the company to talk to me about this lawsuit. No one has returned my calls. The court give me five days to respond and all I wanted was a written confirmation from them that they agree I no longer owe this dept.

My complaint is that the court paper work was filed on October 1st which was well after my payment was submitted to Colony American Homes. When I contacted the court today, they said no one has been in touch with them to provide updates to this claim, and I am still legally responsible for paying it.

Now I need to take time off of work from my new job to deal with this, as well as the issue where I now have a public record of being sued on file for the whole world to see, and the company does not seem to care about that. I want Colony American Homes to set things right and drop this false claim against me and remove this from my permanent record.Desired Settlement: I wish for Colony American Homes to remove the wrongful lawsuit filed against me ( case[redacted]-**-[redacted] ) as it is currently on my public record. I do not owe the debt for which lawsuit is for and the lawsuit was filed after payment was received.

Business

Response:

Dear [redacted], I am sorry to hear that you have recently lost your job. We do understand that things may not be that easy when one loses their employment but we are glad to hear that [redacted] was able to assist you in giving you the extension until the 15th. It is our understanding that the payment was not received until 9/25/14 and so that is why the local office sent you to court as they would anyone else who does not honor a payment plan. Your account is at a zero balance and the court proceedings were stopped as soon as the payment was received. If you have any additional questions or concerns regarding this matter please contact your local property manager’s office. We certainly do apologize for the confusion regarding the online system and I am more than happy to review that with you if you would like. ###-###-####Respectfully, Colony American Homes

Review: My application was approved on April 2nd 2015 and I moved in on April 10th 2015. (10 days from the approved application) as American colony homes advertises on their website if moved within 10 days of approved application that they will give me $500 Electronic gift card, as of today I have not received the gift card, also I never received my pool access key. Please see snapshot of the $500 gift card advertised, they still advertise that on their website.

I have tried numerous times to contact American Colony homes including, the listing agent that first showed us the house ( she never replied or returns calls, we spoke to manager at that location and she apologized and stated that she will be taking care of the gift card and that she will contact the HOA to request the pool access keys for us at that same time she stated that she’s going on a vacation and someone else will be calling us!, never received a call. I called the office many times, I left messages no replies, even when someone replies they state that I am calling wrong location even though I called the number in [redacted], FL

and to dial a different number and so on.

I also sent an email of which I still have records of to “[redacted].[redacted].[redacted]“requesting information my pool access keys and $500 gift card, no response.

I received an email on June 15th from [redacted].[redacted].[redacted] with the following:

“Dear [redacted],

We are writing to let you know we received an invoice from the utility company and paid it on your behalf. The charges from this invoice are now posted to your account for property address [redacted].

Please see the attached letter for more details on the utility charges posted along with the utility usage dates. For further assistance with this matter, please contact your local property management office or forward this e-mail to the e-mail address below with your questions or concerns.

Sincerely,

Colony American Homes

Tenant ID: [redacted]”

I replied by the email requesting whomever sent me that email to call me, never received a call or a reply back. In the email she attached a bill for water, I paid my water bills and have records, I have no idea what water bill they are referring to.

I also emailed that personal letting them know that I already paid my water bill, and that I will be paying $1700 a month instead of my original payment of $1800 which covers $100 for the pool access key and I will continue doing so until I receive my pool access key.. I also informed them that I never received my $500 gift card for moving 10 days with in my approved application but never received a reply or call back.

On July 31st 2015 I tried to login my online Colony American website to make the $1700 payment but was unable to do so, It gave me an error message that I must pay the full amount owed of $2,061.41.

I made $1700 for the past 2 months and that’s because I have not been able to access my pool, when I first rented this house I was attracted that the community had a pool and there is no reason what so ever that I cannot use this pool because the management is lazy or lousy enough not to file the proper paper work with HOA to get their tenants the access key. The landlord failed to provide me the access key to the pool so there for I deceived to pay $100 less in monthly rent to reimburse the pool access and I will continue to do so until I receive my pool access keys. Also I would like to receive my $500 gift card that you guys attracted me by your advertisement on [redacted].Desired Settlement: Either send my $500 E-gift card and pool access keys or I will continue to take $100 off the monthly for unable to provide pool access keys and I will also deduct the $500 E-gift card from my last monthly bill before lease expires as if this management continues to ignore tenants rights I will not sign another lease at end of term. I will also contact [redacted] Real Estate Board and go to court.

Business

Response:

Hello, Your move in incentive was awarded on 5/13/15. It is currently pending activation. We have resent you the email to do so, if you have not checked your junk or spam please do so. [redacted] Gave your property manager will contact you shortly to discuss the HOA and other issues in your home. Thank you, Colony

I have had nothing but positive experiences with Colony American Homes. They have been EXCELLENT handling any issues with the home that I have had. Of course, I have been renting for them for over 12 months and haven't been late once on my rent, so......I'm not sure how they would act to someone if they were a day or so late on their rent. But, so far I have had nothing but positive experiences. :)

RUN the opposite direction from COLONY AMERICAN HOMES. I wish we would have read the reviews on [redacted] before renting from this RIPOFF company. Our time we spent in the house was ok. At the time, only wished they wouldn't charge so much when paying with credit card. The nightmare begun once we moved out. We gave them a 30 day notice and gave them time to get our direct deposit check to us. Well when we didn't hear anything we tried to contact them, left vm messages. Heard nothing back. Finally talked to a live person and was told that we owed money. I told them that they need to send me the notice of what in the world they are charging us for. Never heard anything from them and thought maybe they realized that they were crazy. Well, 4 months later, received a letter from a collection agency. WTH! They are saying no 30 day notice was given. It was dropped off to them. Going tomorrow to try to get some answers.