Waypoint Homes

This place only gets two stars because this is the first time I’ve ever needed assistance through Waypoint in the last year and a half. I’m currently on hold with Waypoint and have been for the past TWO HOURS! I’ve been trying to send in my 60 day notice of intent to vacate and haven’t gotten any responses. I emailed my former property manager, info@waypoint, and residents@waypoint. I’m so baffled! I have no idea how to get a hold of them. I went so far as to request to view a property just so I could finally talk to a human being! Still no response yet, but it was only an hour ago. All I can say is my house has been decent aside from a little mouse problem (every fall) but their customer service is terrible!!! Word to the wise, get EVERYTHING in writing and keep proof of everything. If I have to fight them over this notice to vacate I have my emails as proof.

My husband and I have been in a Waypoint Home for about 1.5 yrs now. While thankfully we haven’t had any major issues, the 2 times I have called for maintenance both cases were closed via email after letting me know that they were working on the issue. On two occasions they called to let me know they would be entering our house to do assessments of some sort. On these two occasions I made arrangements to leave work to be present in my home while they were there, both times they did not show up without even calling to let me know. This month I went online to pay my rent on Jan1 as I ALWAYS do and the website was having errors. I was unable to enter the dollar amount for my rent so I could not process my payment. I called Jan2, Jan3, and Jan4 about this issue. On Jan2 I was told that they were not aware of any issues and to try back the next day. On Jan3 I was told they were aware of the issue, but it was not resolved, they would happily take my payment over the phone via check for a $ 9.95 fee or by CC with a $ 60 additional fee. I told the woman I refused to pay a processing fee as when I pay online I avoid any fees and as it was not my fault their website was having issues I would not pay the fee. Jan4 I called and asked to speak to a supervisor and was told no supervisor was available. I explained again to the agent that the website would not allow me to process my payment and I wanted the $ 9.95 fee to be waived so I could pay my rent and stop wasting my time. I was told that even a supervisor would be unable to waive any fee and that they were not aware of any issues with the website. I hung up with the agent to think. Finally I decided that $ 9.95 was still cheaper than the late fee I would certainly be charged and never get back so I called back and made the payment over the phone. When I asked who I could speak with in regards to the issues I was having online I was told that the department was not open and given a phone number to call back. I know that $ 9.95 will not break the bank, but it is the principal of the issue. Now I have to call back later to let them know about the issue I am having so that next month I can pay my rent online without the fee. Our lease is up this summer and we will not be renewing with them. I would highly suggest trying to find any other company to lease through. They do not call you back, they do not follow through, I cannot imagine what would happen if I actually had a emergency maintenance issue. Fingers crossed we can get through these 6 months and get on our way.

Your call center is the front line of communication and the image for your business. The people you have entrusted to create a great experience is ruining your company’s reputation by the minute. Rise and Fall is on leadership and your manager Janet (Who went out of her way to say, «I can spell it for you, although it’s easy, you may be unable to spell» — Yes. Her!) has truly embraced the concept of your customers are always wrong, and treating them like crap is the way to success in her eyes. Her employees follow suit, because prior to my conversation with Janet I had the displeasure of speaking to Stacie, both from Salt Lake City, Utah whom refused to give me an address to file an executive level complaint, or a way to reach Waypoint’s CEO — Doug Brien’s office, any work identification number or last name to reference them back in my complaint.
I called initially regarding case# 37 026 — for my swimming pool that I pay an additional $ 2,400 annually for Waypoints promise to keep maintenance on, yet constantly has issues. Today’s case # is in reference to my pool pouring water down the emergency drain, and down the street (causing my water bill to skyrocket out of control)
I took off of work and was advised someone would be at my home this morning. He was a no show, so when I called at 2:00pm and connected with Stacie in Salt Lake City, Utah, she tried to conference me on the line with the emergency response company employee by the name of «Robert», the conference was unsuccessful. She called him back, and told me he claimed to have come to my home this morning. I advised Stacie for the facts; and informed her he was a liar, and I wanted her to conference him on the line — Stacie refused. Stacies willingness to help me expediciously declined and she allowed me to see her true colors once I asked to escalate the call to her manager. Stacie told me there was no manger onsite (in a call center, really?) Stacie refused to give me information to file a complaint and refused to further assist me.
I ended the call and called immediately back to the call center to speak with an Ariana. I immediately asked for a manager. Ariana was kind, and may have been following the command of the head bully in charge — Janet, but refused to get a manager on the line without verifying my information. I surrendered and provided the information Ariana demanded, and was placed on hold for the woman with the character flaw, named Janet.
Janet– the manager; never asked my name, how I was doing, etc. and failed horribly at demonstrating any level of fostering your company moto of being built on respect. What Janet did do was insult, over talk me, practically call me a liar when I voiced my disdain with her employee — Stacie.
I then demanded Janet provide the information for an executive level complaint. Janet stated she would have to input the complaint, and it would make it to the executive offices. She placed me on hold, and upon her return to the line, I asked for a case number. Janet provided me with case# 371 146, and when I asked her to read my complaint. The information regurgitated is nothing that I stated, and was in fact accusatory and flat out insulting. I will NOT be renewing my lease agreement with your company as a result. I’d rather live somewhere where I’m valued and respected first, than continue to do business with a company who doesn’t value it’s tenants.

I wrote a review about waypoint homes 4days ago they contacted me through Unilocal saying they can’t find me in there system my wife and I have been renting from them for over a year and a half. they sure take my rent every month and they can’t find us in their system. that just goes to prove my point they have no clue on what their doing. as I said before don’t rent from this company (bad news)

If you have the ability to rent from ANYONE else I suggest you do so. Being homeless might be easier than dealing with this company, especially the individuals in the Spring office. If it was possible to give less than one star we would. We have never experienced such poor customer service and downright rude and obnoxious people than those at Waypoint Homes. How these people are still in business is beyond me. Good luck getting anything fixed in a timely manner or having anyone call you. Conveniently they have a call center so you never get to speak with anyone associated with your property unless you continue to call repeatedly. The rehab they have done on these homes is poor quality to say the least. There is absolutely zero quality control from Waypoint to ensure that work/​rehab and clean up performed by their vendors is satisfactory. Hopefully these reviews will help others not fall into hell we’ve experienced with Waypoint. Take our advise — DO NOT rent from these people, as it will only cause you grief. Can’t wait until our move date!

We moved in in the summer of 2014. Our air conditioner unit did not work (central Air). After a weekend of no air, they supposedly fixed it. It has been a year since we moved in. (Unfortunately we signed a two year lease). Put in a work order three months ago. They came out this morning (hottest week in Texas) and supposedly fixed it. They left a at 1:00 pm and no air since 8:00 am. They left when air was at 84 and said it would cool in an hour and a half. It is now 9:49 pm. Air has run All day and thermometer states it is 85. It was 86, but got to 85. Called at 5:00 pm and Sid this is unacceptable and something needed to be done. Called technician who came and and he is «confused» while it did not cool down. Texted manager of Houston area and he said he would call someone. Then called emergency number and they said they called someone this was at 7:00 pm. Well no one fixed it and this is an emergency. One of us is an ill person who needs a nebulizer every two to four hours to breath. This is how bad this company is. Please beware!!! This is one problem on a huge list and it is too the point where personal health is at jeopardy and they do nothing! I also have pictures to document the no change in temperature. Oh, one last thing. They do not care if our electricity bill is off the charts. They will still want there rent. They are heartless and uncaring and only about the money. Future renter Beware!

This is the worst company to rent a home from
They have fixed my air 6 times and it is still broken. They don’t return calls and continually raise the rent. I have dealt with animals in the attic, shotty electrical and plumbing work, and gadgets breaking daily. Do not, I repeat, do not rent from here!

This company is just the devil! They are so unprofessional and never return phone calls. My husband and I were approved for the home we wanted… which took 2 whole weeks… it should never take that long. Then on the day we went to sign the lease, they told us the property had been sold! Not only did they lie to us, it was false advertising on HAR, and they were in breech of contract with HAR and our realtor! They do not care about the customer or anyone’s needs. Do NOT ever do business with this company! They are AWFUL… most of their properties SUCK and the people that work there are just stupid and have no business education what so ever! Also, the house we wanted is still up for lease… which is a lie.

I rented a house from Waypoint homes for a year. While the home itself was pretty good and I have no complaints about the property itself the company was awful. I give it two stars because as bad as Waypoint was, the house was actually pretty nice, the rent was reasonable, and as long as you don’t have to deal with Waypoint it’s really not a bad arrangement.
Pretty much every property I saw was owned by Waypoint. Apparently they had just been on a buying spree and bought up every distressed property in the area to rehab and rent. Ok… no problem — the properties were nice and rental prices were reasonable so who cares? When I finally found one I liked, I was encouraged to submit an application as quickly as possible «before someone else does». As it turned out, the property ALREADY HAD an application in process when I was told this and the property manager was apparently just collecting application fees. As soon as I filled out an application, had my card charged, and our credit checked I was informed that the property had been rented already and encouraged us to pick another one… of course there were no other properties in which I was interested at the time, but that didn’t stop them from trying to get me into ANY property. I did eventually find one, and successfully executed a rental agreement (only to find out from my agent that several other people had applied for it AFTER our application was approved). Although the property manager did not charge us for the second application, it wasn’t until after I refused to pay that she told us we didn’t have to since it was our second application.
Then came the security deposit — Waypoint is pet-​friendly (one of the reasons I used them) but they require a $ 500 PER PET deposit. I had two pets and a third foster dog so it would only be with me for a couple of weeks, but Waypoint charged a deposit for all 3 pets and said I would not get any of it back until the lease was over, and that the entire $ 1500 could be dinged for any pet damage, even if at the time I moved out there were less pets. That made our total deposit about $ 3000, plus a months’ rent. The foster dog found a home a week and a half later, but I could not get any of our deposit back. During the paperwork phase the property manager tried several times to get me into a 2 – 3 year lease, and even when I made it very very clear that I wanted a one year lease. Even then the first 3 versions of the lease agreement still said «2 years». The property manager kept saying «oops! that’s just an accident»…yeah a very expensive one if you don’t catch it.
During the year I lived in the house, as I said earlier we had some minor maintenance issues and each time Waypoint’s response was painfully slow — about 2 – 3 weeks. Also, all maintenance has to be done during work hours so plan to take time off from work every time you need something fixed. Communication is pretty much non-​existent if you need to contact them, but very immediate and plentiful when they need to get a hold of you. When I first moved in, I had a phone number that was a direct line to our property manager. Shortly after, it was re-​routed to a call center in Utah and I was never able to directly call my property manager ever again. Speaking of property managers, mine changed every couple of months. I think I had 5 in 1 year. There’s a property manager progression of demeanor — They start out as cheerful and enthusiastic, followed by overwhelmed, followed by bitter and snarky, followed by annoyed at you for bothering them, followed by two weeks of silence, followed by a new cheerful property manager so knows nothing about you or any problems you were dealing with with the old property manager, but very cheerful and ready to help, at least for a while.
When it came time to move out, I tried several times to contact my property manager, but nobody responded. Eventually a NEW property manager got in touch with us about extending my lease. When I informed her I intended to terminate she told me I needed to give 60 days’ notice even though my contract said 30 days. Fortunately, I had documentation and recorded phone calls (legal in Texas) that I’ve been trying to give notice for more than 90 days. By the time I actually GOT the paperwork I was working with yet another property manager who oversaw the move out. At the move out inspection itself, the Waypoint representative showed up 2 hours late… on a workday. Apparently not only was he having car trouble but also phone trouble and didn’t understand why being 2 hours late on a workday I had to not be at work for was a problem. It’s not like these are section 8 houses, you have to actually have a job to afford living in one.
I guess the thing to remember is that most property management companies suck. I don’t think Waypoint sucks more than any other property management company… and the property was nice. Just be prepared to avoid dealing with them as much as you can.

Worst company to deal with ever. Took a $ 90 application fee for my Wife and I. Even though we have good credit it took two weeks before they finally told us we were approved to rent a property we were interested in. Most disorganized bunch of people I have ever dealt with. We didn’t rent through them and of course, they kept our $ 90. Stay away from these people at all costs.

To hard to contact, they don’t even have a phone for the local office and it’s XXI Century!

No one will respond to you. After a week of trying to calI, text, and email, I had to show up at their office in Spring and they STILL wouldn’t talk to me, even though I was sitting in their office! Turns out, the staff was too unprofessional to let me know that the house I was approved to move into had new tenements move in the weekend before. Since the Waypoint Homes representative I was working with would not share this information with me, I found out from the manager at 6:30 pm on the day I was supposed to move in. He said he would help me find another house that was available for immediate move in, which were all at least $ 200 more a month in rent. He refused to help accommodate or negotiate rent prices for these homes since they were out of my price range and his staff member rented me a house that was unavailable.
My apartment was completely packed and I had 10 days to find a new place and move. Needless to say, I did NOT rent with Waypoint Homes.
Terrible, awful, horrible business and I’m still waiting for my application fee refund that was promised to me.
12÷20÷14.

I leased a home in mid may last year. I paid in advance $ 30,000 and the lease states it ends 5÷31÷2014 Starting in Oct. 2013 I got a call saying there was a problem with my rent payment from a Waypoint homes (I had leased from a company called IAS and the Leasor was SRP SUB LLC.). I called Waypoint back, left message asking someone to return the call and no one did. In April I received a letter from Waypoint in Northwest Houston stating I needed to send in $ 679. and telling me to pay it through something called Paylease. I sent email again to person on letter
and no response. A second email, no response. I received a call from someone named MAI and she literally said my name is Mai, M-​A-​I and I want to settle this account or similar words. I stated I had sent several emails to them and she stated, that is not me and it is not my problem. When I said, but you are not contacting me personally you are contacting me as Waypoint, and I am telling you, there is no communication from your firm. She again stated I did not email her. I said, «In that case, please have Ms. Teismann contact me since I emailed her last.» I had emailed to
, etc. always no response. These people refuse to state who has the $ 2500 security deposit, I have now emailed everyone I can find a valid address for. Investor relations, IT, Publc relations, I looked up the person who sent the original letter without letterhead, Stacy Winship, and sent her in mail from her LinkedIn profile. No one responds. I believe they believe all renters can be bullied and pushed around and they fail to realize some of us rent by choice, not by need. I believe they tell their staff not to communicate via email so there is no paper trail.
Then I go to my home and find an eviction lawsuit notice on the door!!! What a bunch of clowns and liars. I went and paid the fee for a jury trial, etc. and after all the reviews, emails to top execs, messages on linkedin, Mr Brandon Roberts contacts me to make nice. He really seemed like a reasonable guy, showed they had made a boo boo and was going to make it all ok. He stopped the eviction suit! Whoopee. Like I cared. After our meeting I removed several reviews, told the BBB they were working things out, etc. As soon as the reviews were down, Mr. Roberts cannot follow through on anything.
I have emails to prove it all. I am now creating a website to consolidate the innumerable bad reviews nationwide on this firm. Yes, they are trying to do «Reputation Management,» but I will not rest until they quit treating people like so much pond scum!!!
When I placed this review on Unilocal originally, Unilocal removed it without notice to me and I am a regular reviewer on Unilocal.Since I was taking the reviews down, I did not care as much. Let’s see how long this stays up. 20 140 723.