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| - Best rental experience I've ever had.
I was a client of Colony American Homes and am now a tenant of Waypoint.
So far my experience has been excellent. They respond fast, take care of the properties, and are available if there's a problem. I can also almost always get someone on the phone, and if not they call me back promptly!
I have noticed no change in the high quality of service, value, and support since the merger.
About two years ago (before the merger so still Colony) our AC broke. They sent a technician immediately. It was a simple issue, and they had the problem fixed same day.
Last weekend our AC broke again, this time, it needed a compressor. The parts were not available the same day as it was a weekend, so it took longer to fix it, but they were easy to work with and offered to bring temp units. Our windows are all crank windows so they won't accommodate window units, so they put us in a hotel.
Once our water turn-off wasn't working, and a tech was at our house within an hour at 11pm on a weeknight!
I live in Mesa, Arizona, so our local office is Scottsdale Arizona. All of the office staff are very pleasant, competent, and available. In my experience, they will go out of the way to get questions answered and make sure things happen as they should.
It's also obvious that they work hard and are fluent in the information necessary to do their jobs VERY WELL. (see shout-outs below!)
I was going to remove one star because the maintenance contract they use is with a company that is sort of hit or miss. It's called SMS. I would give this company 3.5 out of 5 stars.
The company is sort of a middle man between contractors and the rental company, and it seems like things get lost in translation, and they try to deny anything that might be expensive before running it by Waypoint at all. But I decided to leave it at 5 stars because SMS has its own company profile and is, in fact, a completely separate entity. So it doesn't seem fair to remove a star from Waypoint when they bust their asses and are so great.
Also, once you get past the SMS stuff that is miss, the actual contractors they use for any issues with the property are usually great, for our recent AC issue, I just had to call the techs and the local Waypoint office directly - the issue was handled fast, and professionally once I circumvented SMS.
Though the good things about SMS is that they are there 24/7 - which is awesome!
Any paperwork mistakes or whatever are fixed quickly. One time a bill for something not related to our property was on our month-end statement. No worries - I know I put things in the wrong file sometimes! They apologized and corrected it immediately so I could pay rent online without delay.
The takeaway:
Waypoint takes good care of their homes and their tenants. As a real estate agent, I base this kind of review on if I could, in good conscience, recommend renting from them to a client. I definitely would.
This has easily been the best renting experience I've ever had. We just signed our third lease in the same house. I would have signed longer leases but the most they'll do is 18 months. Well, if it keeps going the way it's going we'll sign at least one more lease after this one.
Special thanks to Efren, Evelyn, Javier, Wilbur, Allen, and Caryn from the Scottsdale office. You are all so great, and I'm so glad to know you're there!
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