Maintenance Portal User Guide - Waypoint Homes

Maintenance Portal User Guide

Maintenance Portal User Guide

We’ve crafted a user-friendly maintenance portal guide to help you best navigate the maintenance portal for effective and efficient usage. Download this guide here!

Maintenance Portal User Guide

51 comments on “Maintenance Portal User Guide”

  1. Charlene Bessette

    I just wanted to make you aware of an employee who is treally an assett yto Waypoint Homes! The young mans name Gabrielle. I was very impressed with his manners and he was so sweet to me at the market. He held the door and even said Are you ok Wow they doont get better than that! I got his name from his short and the clerk tolkd me he was from your place of businessIm not sure if I am supposed to be on this site but could you please tell his boss for me
    L

    Reply
  2. Michael Smith

    I have been renting a 4 bed home for 5 months. Saturday afternoon my air went out and I called in maint. I was told that someone would call me in a couple of hours. No one called and I spent hours calling and never getting through finally speaking with someone at 2:30 am. I was told that they are still calling their techs and in fact are calling techs from different parts of the state. I knew that was a lie and she in fact hung up on me. I called back and talked with another person who told me they are too busy and never call back. I was told that the tech will call me when ready. I waited until mid morning and called back and was told rhey have a tech now and i should get a call very soon. 3 hours later i called back and was told no one will come that day because it was raining. It did drizzle off and on that day. I was told they will try to get there monday in the am and will call back to confim. My wife and i work and got my son to take the day off to be there. I told the person to add his name and number so he was called monday by the tech. My phone is off at work and this was important. I was told i would get a call back later by the tech to confim but of course never did. I called back and was told that there was no info on my son or his number. If I had not called again we would of had to wait until at least Tuesday to get air. This is Florida in July.

    Worst Service in my 58 years…

    Reply
  3. Eugenia Sims

    GM air conditioner has stop working upstairs and downstairs. I have flip switch outside and downstairs it comes on but only blowing hot air. Whew! Kitchen sink is leaking downstairs as well. It appears to be coming from base of facet. I have pot in place to prevent water damage under cabinet and pool in basement. Thank You for your attention to this matter.

    Reply
    • waypointhomes

      Hello Eugenia,

      We do not see any open work orders for your property. Please give our maintenance line a call and let them know about your A’C and kitchen sink so repairs can be made. The maintenance line is (855) 224-5484.

      Thank you,
      Waypoint Homes

      Reply
  4. William Tyler

    My toilet is leaking in my CHILDREN’S BATHROOM

    Reply
    • waypointhomes

      Hi William,

      If you haven’t already, please call our maintenance line at (888) 330-4969 to report the leak. They will be able to schedule a tech to come to your home.

      Thank you,
      Waypoint Homes

      Reply
  5. Sarah Fricke

    I had a request service put in for yesterday for a leaky sprinkler pipe on the side of my house. No one showed up. Is their a time frame for this ? Because i had a set time frame and kept my dogs inside so they would’nt bother the workers .

    Reply
    • waypointhomes

      Hi Sarah,

      Our records indicate that your maintenance service is scheduled for today, 6/9, between 12pm-5pm. If you have any questions, please give us a call at (888) 330-4969.

      Thank you,
      Waypoint Homes

      Reply
  6. Robert Morock

    I have been trying to get a heater put into my spa for over 3 months. Waypoint first sent out an electrician as we thought it was a breaker problem. After 3 different electricians came out, and after I told waypoint to send someone familiar with spa’s, they sent an electrician that jus happened to know a bit about them because he had one, but he was not allowed to do that. So again I contacted maintenance and they sent someone to look at spa, and low and behold, it is a simple heater issue. Replace the heater. The tech said he’d come back out after he got approval from the company. For 2 weeks I kept waiting and calling maintenance but nothing. Then one day I finally get a call from the maintenance guys saying that waypoint had decided not to fix it!!! WHAT??? I pay for the fact and now they say they are not going to fix it. How about then if I should decide just how much I’m going to pay them for rent, since I’m not getting what’s agreed to!!! I have called the office 5 times and they recording keeps saying we will return your call in 1 business day. What do they consider a business day? I say 24 hours. Weeks go by and NOTHING, like I don’t exist, but they find my bank account each month that they take the auto withdrawl rent out!!! I see a very common thing amoung all these post. The company is VERY POOR at communication with the residents. This is not acceptable in business (at least certainly not in mine or any I generally deal with)!!!!! I would NEVER recommend this company! I hope this is seen by someone who at least has the common courtesy to contact me and get this worked out!

    Reply
    • waypointhomes

      Hi Robert,

      We have created a case asking the maintenance team to contact you to provide reasoning on why the spa will not be fixed. Your reference number is 94010.

      Thank you,
      Waypoint Homes

      Reply
  7. Charlotte

    I received an email had to be Feb 2017 from Waypoint Homes about having the air condition looked at to see if working good because it’s gonna be spring/ summer soon kind of like a preventative maintenance type email. So since last year my bedroom was crazy hot all last year I figured ok well since its gonna be a preventative maintenance maybe I’ll let them know hey the air in the bedroom isn’t as cool as the other rooms. So I made the appointment like the email said to and they sent someone to check on Feb. 17 2017. The guy that checked was in and out maybe 5 to 10 min. He says everything’s working great that the only reason is where the room is located it’s a hotter spot than other rooms. Ok fine nothing done. Then on March 28 2017 I got an email from waypoint saying vendor issues that because of the nature of the call for the maintenance I am responsible for the bill of $108.08 for no repairs done. I called Waypoint to explain that I got an email from their company to have this preventative maintenance done why do I have to pay it for especially when nothing was repaired??? I think I spoke to about 5 different workers at the waypoint office and they all say oh we don’t do those kinds of emails. They made me sound like I was crazy making up this email. I swear to you I would nit have been called if I did not receive this email to have the preventative maintenance done. The lady at my local office told me if I can find the email them maybe they will consider helping me with this problem I explained that it’s already the end of March I already deleted it. I ended up paying that bill because I could not find the email and nobody from the company would even listen to me.

    Reply
    • waypointhomes

      Hi Charlotte,

      I am so very sorry about this! This is definitely something we’d be happy to look into. I looked up your email address and was able to pull up your account. I have created a case for you and have escalated this issue over to your local office so we can provide a solution. Please keep an eye out for communication from the local office!

      Thank you,
      Waypoint Homes.

      Reply
  8. James

    Hello I need to know if we are responsible for cleaning the roof? The town inspector driving around is making the homes do this, we handle and take care of all the issues ourselves that arise in the home, and do not even complain about the pool maintenance, which is horrible for $95/month! But I do need to know who is responsible for the roof, thank you.

    Reply
    • waypointhomes

      Hi James,

      Lease agreements cover all portions of maintenance care within the home. There are some homes within specific HOA guidelines, however. As this would be a case by case situation, I would recommend reaching out to your local office so they may review this information with you. Do you have the contact information for your leasing office? If not, please feel free to let us know and we’d be happy to provide their contact.

      Thank you,
      Waypoint Homes

      Reply
  9. Luis Espin

    I am very dissapointed with the quality of repair done while replacing numerous broken tiles in the house. The whole house has very light tan tiles, the maintenance crew replaced the broken ones with BROWN TILES!
    Needless to say it looks horrible. Worst yet, the maintenance department told us that basically it is what it is. In other way, if I did not like it….tough. wonder if they know how much I am paying, because I don’t think than decent human being would accept such poor job and still pay what we pay to live there.

    Reply
  10. Jennifer Dorner

    I can never sign in. It always makes me reset my password. And I can’t log in to the maintenance portal ever. This system sucks and I have even had it reset and it never works. Even after I reset my password then it doesn’t let me sign in even once I reset password

    Reply
    • waypointhomes

      Hi Jennifer,

      I am so sorry about this. We can definitely look into this for you to ensure this does not happen again. Please contact 855. 224. 5484 and we will get this resolved ASAP.

      Thank you for your patience and once again we are terribly sorry about this!
      Waypoint Homes.

      Reply
  11. Lori

    as a long term renter are there any options for sod for our yard. It was a wreck when we moved in and the backyard is one big sandy mess. I would love to make it nicer, we have done a ton of clean up but we really need some sod.

    Reply
    • waypointhomes

      Hi Lori,

      That’s a great question! Your property manager will be able to address this as there are some specific policies for each region. Feel free to reach out to your local office. Please let us know if you are unable to get this question resolved.

      Thank you,
      Waypoint Homes.

      Reply
  12. Erin Kirchenberg

    What’s so incredibly interesting is that no one has contacted me about a pool technician that is destroying the property and I’ve reported him over the past year and now with the new contract, I’m responsible for paying an extra $100 per month for a pool technician who spends less than 15 minutes a week on the pool and most recently placed the hose into the pool and didn’t notify me to turn the water off and the poll just nearly overflowed by the time we realized that the water was on. All of this have been reported without response.

    Reply
    • Erin Kirchenberg

      Oh and I have been promised contact without response. And the particular pool tech in speaking of has been fired already once and then rehired Tracy’s Pool Service needs to hire a new tech or Waypoint needs to find a new company. I do not wish to have a destructive technician continuing to service the pool and continue destroying the property at my expense.

      Reply
  13. Steve Eastman

    I can log on to the service portal, but it will not allow me to request services, rate prior services, or submit messages. I click “create” or “confirm”, but nothing happens. I am able to view my service history, but that’s about it.
    I’m going to post my requests/concerns/complaints now, here on your blog, but please also let me know how I can submit these on the portal.

    If you notice the date listed under the “Call Time” of the work order (WO# 709946), it’s 5/2. The “Priority” is listed as “Emergency. The “Schedule Start” date is 6/11. They actually began on Friday, 6/10. That’s 39 days! Over a month! It took 39 days to begin work on what Waypoint, itself, determined to be an emergency. Seriously?!?! Not only that, but it was for, not one, but both mini-split AC systems in the house. So there was no air conditioning for the house for all that time. It’s Miami. It’s June. I hate to state the obvious, but really?!?!

    We’d hoped the new AC systems would finally be installed quickly, and that would be the end, but, sadly, that was not the case. After five hours, the AC tech told us he needed to order parts and would return the next day. We were told by at least two Waypoint employees that both mini-split AC systems were being entirely replaced, so I can only assume the tech knew that as well. So what parts did he possibly need to order? Wouldn’t new systems contain everything needed?

    He came back the next day, worked a few hours, then said he would call Waypoint to have an electrician sent out to provide the power needed to run them. Again, seriously?!?! Couldn’t that have been initiated when he started to avoid even more delays?

    As it turns out, he replaced the old 110V systems with 220V systems. So new wiring and new outlets are required to accommodate them. Shouldn’t both the AC company and Waypoint have known this when the estimate was submitted and accepted? This seems suspicious. I suspect that, possibly, in order for the AC company’s bid to be accepted, they took advantage of the organization and communication challenges that Waypoint seems to have, and wasn’t as clear with this detail as they should have been. Perhaps that is why they waited until their work was already finished before they disclosed the need for an electrician.

    The electrician came here on Mon, 6/13 (day 42 without AC) and said that the problem was that the AC tech hadn’t turned the breakers back on after he finished. All the electrician did was turn the breakers on, then left. That work order (WO# 772013) is listed as completed, but that is certainly not the case. Only warm air was coming from the AC units, so we called the AC tech again on Tues morning, 6/14. He said he had informed Waypoint of exactly what was necessary, but, obviously, there was yet another communication problem. He said he would notify Waypoint again that the electrician was needed to install new wiring for the higher voltage AC systems.

    The electrician came out again that same day, Tues, 6/14 at 11am., to create an estimate to submit to Waypoint. It turns out that not only are new wiring and new outlets required, but a new, bigger circuit breaker box is need to accommodate them. We called the electrician’s company that evening for an update. The technician’s boss told us that he had been too busy to submit the estimate to Waypoint, and that he would do it the following day (Wed, 6/15), and update us when he did.
    It’s now Wed night, and we have heard nothing. There are no scheduled services listed on Waypoint’s Maintenance Service Portal.

    It’s day 44 with no AC. Is it standard practice for Waypoint to take such an incredibly long time to both begin and finish work on what they determine to be an “Emergency”? I am beyond frustration, aggravation and and exasperation. I almost feel resigned to the fact that this will never be fixed. If this is the case than it would be so much better to let me know now, than to drag this out even longer. Could someone PLEASE contact me ASAP to let me know when this will finally be fixed, if it will be fixed, if you really even care, if the rent for the past month-and-half are going to be partially credited for the portion of the property that has been inhabitable due to lack of air conditioning, or at least if anyone is even receiving this message.

    Steve Eastman
    563 NE 72nd St, Miami
    786-942-9570

    Reply
    • waypointhomes

      Hi Steve,

      I am completely sorry for these issues. This is definitely unacceptable and we will work diligently to make sure these have been taken care of.

      I have created a case for you and escalated this as well. You should be receiving contacting shortly. Thank you sincerely for your patience.

      Waypoint Homes.

      Reply
  14. robert benson

    again I’m bringing up the situation with the cement deck on the back of the house,is and continue’s to sink
    its about 6 inches sucken ,I’ve been bringing this up to maintenance for 3 years and they send someone out ,they take pictures and never come back.we have had incidents where my wife and yes i have tripped and turn our ankle’s.also again 3 years the fence and the back yard area continue to erode,I’ve replaced slats numerous time’s,but they just continue to come off.we were told 8weeks ago by the pool service that the pool filter need’s to be replaced,again no action,.i have tried many time’s to get hold of the property manager,but they won’t get on the phone,so i can see if they could help.can anybody there help.

    Reply
  15. Bertha Grant

    I like to know how I get my lawn service, I’m new to way point 4322 Violet Way Court

    Reply
    • waypointhomes

      Hi Bertha,

      Thanks for your inquiry! We are happy to help. I sent your request over to your property manager so she will be able to reach out to you to review. If you have any other questions we can assist with, please feel free to forward and we will direct you to the right contact.

      Thanks!

      Waypoint Homes.

      Reply
  16. Tammy

    Wow, why was my post removed???

    Reply
  17. Tammy

    I am thoroughly disgusted with your “maintanence service”! All you care about is money! You don’t care about the renters you rent to. I work nights at a hospital, Tuesdays – Thursdays 7pm – 5:30am. About once a month I spend the weekend (Saturday – Monday) at my parents house, I live about 2 hours from them. A couple months ago I come home on a Monday afternoon to my ac not working, I also have to add that I live in Florida. So, I call the number to have service done on my ac. So, they tell me about 4 hours later that no one can be sent out until the next day! I SLEEP DURING THE DAY!!!!! I exlpained this to them. So the tech came out Tuesday, DURING THE DAY WHEN I SHOULD BE SLEEPING, to see what the problem was. He doesn’t have the part, so he has to order it. So, he comes back the next day. Guess what???? There is another problem with it. He orders the part and says he’ll be back the next day. I get up early, AGAIN, and wait for the guy to come back. He doesn’t come back or call. I called the ac company to find out what is going on. It turns out that they had to put in a request to YOU to get the part. THEN he had to wait for it to be approved! So, they say they will be out the next day, once it gets approved. Well, he didn’t come back until the following Monday. So it took a WEEK because of your corporate NONSENSE to have soemthing SIMPLE fixed. And I lost A LOT of sleep that week!
    So, I am now dealing with this NONSENSE AGAIN. My dad just passed away last week, so I was at my moms house. I come home Monday afternoon to my ac not working AGAIN!!!! I made the call at 4:30pm. Hour after hour goes by, with me making several SNOTTY calls. Because of your corporate NONSENSE, they supposedly cannot send anyone out until tomorrow, DURING THE DAY. I explained to SEVERAL of the people that I spoke to that the ac company that came out last time was a 24hr service. And that it shouldn’t be that hard to find a company to come out. They told me that they have “certain” companies that they contract. I told the service rep that I was going to call my own person. I did. The VERY FIRST number I called, guess what??? They could come out in about an hour. WOW!!! So I called your company back for another update and I was told the came thing that I had been told the FOUR OTHER TIMES I CALLED…..”We are working on trying to get a tech out there.” or “We are waiting for a call back from a company that MAY be able to come out tonight.” So I told the lady that I called someone and that they were willing to come out. I asked if I could giver their number so that they could call to send them out. She said no that they have certain people that they use. And I said that it had been 4 1/2 hours and that they STILL didn’t have anyone. And that I made ONE phone call and found someone. She gave me that same old company line about them only using “certain” companies. She told me that if I use my own person that there is no guarantee that they will fix it correctly or that they might break something. REALLY???? So, the people you “contract” with are they ONLY ones that know how to work on an ac??? And she can guarantee me that your people won’t break something??? I know of only ONE perfect person, and HE is no longer living among us in the flesh! So, I waited 6 hours for NO SERVICE AT ALL. And to be told that I have to wait until the morning, which is NOT AN OPTION FOR ME!!! So this is how you treat your renters???? Like I said, it’s all about the money…Oh I was also told that if I used my own person, that I will not be reimbersed for it! Really??? So I have to continue to pay FULL rent for a place that is UNINHABITAL?? Great customer service, NOT! I am DEFINITELY going to make it my mission to make sure as many people as possible know how horrible you are to your renters. Did I also mention that I have an Australian Shepherd???? So she also has to SUFFER in this UNBEARABLE HEAT!!!

    Reply
  18. robert benson

    i have been trying to get help to log on to the portal, but i am being ignored .ive emailed requesting help ,not just with this issue. the property manager in clearwater does nothing to help anybody, even when you supply all the info she request she drops the ball. I’ve called requesting to speak with property manager but have been totally ignored. if anyone in management can help i would appreciate it.ive supplied my email and phone number many time’s .

    Reply
  19. Erin Kirchenberg

    Last week you sent one of your Waypoint Representatives to my home to fix the dishwasher and the fence. Alex is his name. He communicated his time of arrival before arriving. And fixed the dishwasher. But he went above and beyond by securing several other areas of the fence to prevent additional breakage. He should be commended and recolonized as a very important representative of your company. He was professional and kind.

    Reply
    • waypointhomes

      Hi Erin!

      Thank you so much for sharing your experience! We are very happy to hear Alex was helpful and tended to the home. We will certainly pass along this message.

      Thank you,

      Waypoint Homes.

      Reply
  20. Erin Kirchenberg

    You hired an outside Contractor by the name of Ramon who sent a crew to my home to trim trees on the property. I was not home when his team arrived as there was miscommunication with scheduling. I have a service dog who had access to the back yard and although she is a very big dog, the team entered my backyard and got the job done beautifully! This company you hired should be commended for their hard work and dedication for a job over exceedingly well done!

    Reply
    • waypointhomes

      Hi Erin!

      We are so glad to hear this! Thank you very much for sharing this information! We will be sure to pass this along.

      Waypoint Homes.

      Reply
  21. Erin Kirchenberg

    This rep arrived at my house at 1:28 and left at 1:39. He did not check the chemicals nor did he clean out the secondary skimmer or filters. $100.00 per month for pool service without checking chemicals or cleaning filters is taking advantage of your customers. I have reported this several times without a response. 11 minutes your rep was at my house cleaning the pool. Although the pool looks clean, it continues to not have both drain covers for the spa and pool and the light does not work. 11 minutes for $100.00 a month now is unacceptable. Rep did not show up at noon, which leads me to believe that every week he is not arriving on time and spending enough time properly caring for the pool. This day I was home and watched him clean the pool. He basket swept the debris and that is all he did. It is unreasonable to expect your renters to pay $100.00 a month for service that is done poorly. Please forward this to your corporate office and have management call me 949.705.8113 immediately, as this has been an ongoing problem with this rep.

    Reply
  22. Blair Johnstone

    I want to thank Chris Banuelos, a Waypoint service tech, for repairing my driveway fence. Chris is always professional and very knowledgeable.

    Reply

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