Waypoint Homes

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.

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

[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,

They leased the property, signed by both parties, Waypoint Homes and myself and my wife, knowing that the property was still leased and occupied.  They asked for no security deposit stating that a deposit would not be necessary until the property was viewed by us and it met our requirements.  They have no other comparable properties in the same area to offer.  They had us sign the lease and took it off the market so we turned in our lease termination at our apartment complex and our apartment leased immediately forcing us to find a property that was much higher. I want them to pay the excess rent that I now have to pay and also the accelerated moving expense that I have incurred on top of the application fee.
Respectfully

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]

Thank you,

Colony American Homes Customer Service

Horrible customer service experience. Very unprofessional and all the employees we dealt with had lack of communication. Waited a week to hear back if we got approved for a house or not and while we were waiting countless emails and calls that we sent were ignored. We still do not know if we were approved or not. I feel like I was scammed out of $90. It's common deceny to reply to a client. This was the [redacted] location.

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.

We have leased a home from this company for 2 years. Our first mistake!

So for 2 years, we have had numerous issues that include leaks in our ceilings (multiple),a fence that WE have had to repair;

carpet that has lifted and disintegrated, and multiple appliance associated failings. But the greatest issue was our AC units; or should I say the company's failing to repair our AC units. For two (2) years, we have lived thru intense humid/hot days and nights. The highest temp inside the home was over 90 degrees. We had to purchase over a $1,000 of portable units so our children would be able to sleep. When we called, they would say they'd send a company out to evaluate the units. The company would say they would have to have the company's ok for the charges. This scenerio would continue on and on. This time we called the company and told them they were in default of Texas' renter's rights. Im sorry, I should have said, NOBODY would answer the phone unless you selected the phone option for wanting information for renting a home from them.

I would warn anyone to NEVER consider renting from WAYPOINT/COLONIAL homes. When we told them we couldn't believe we paid over $2,200 to live in this house, the HEAD OFFICE told us, "well, you do." nice, real classy company.

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,

On Monday 1/12/15 the service manager and our contractor, [redacted], went to the home to inspect the reported issues. The home was inspected and Service Master Restore will have a report and scope of work available no later than Thursday 1/15/2015. Some surface mold was located near the master bath door (caused by a crack in the stucco) and moisture was detected near the shower due to a possible valve leaking. The resident stated that the air duct handler board was covered in mold; however the color of the board is black.  No unsafe conditions were found in the home. [redacted] can provide the reports and pictures from the contractor if needed. They will work closely with you to ensure all work is completed in a timely manner. Thank you,Colony American Homes

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

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,

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

Hello,[redacted] the property manager has reported that she was in contact with [redacted] to discuss the concerns in the home. [redacted] is currently making sure maintenance is completed in a timely manner and will also reach out to you all to discuss the rental concession that has been requested. We are very sorry for your issues and are confident that [redacted] will get this straightened out with you when she touches base via phone. Thank you, CAH

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

[redacted]

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

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,

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

Hello, This account has been turned over to collections so we are no longer able to discuss this matter with you. Please contact [redacted] directly. We will not comment on this matter further as [redacted] will not allow us to do so. Thank you, CAH

[redacted]...

[redacted]

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.It is work in progress at this time in working towards a solution.

Regards,

Hello,
This complaint is a duplicate complaint from Amanda Linfors with the exact same contact information, address and situation. There is already a complaint on file [redacted] that is in the process of being addressed. Please remove or close this complaint
 
Thank...

you,Waypoint Homes