Complaints

This profile includes complaints for Tricon Residential's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Tricon Residential

  15771 Red Hill Ave Tustin, CA 92780

  
• 

  Tricon Capital Group

  2700 W Cypress Creek Rd Ste D126 Fort Lauderdale, FL 33309-1751

• 

  Tricon American Homes

  2221 E Lamar Blvd Ste 640 Arlington, TX 76006-7419

• 

  Tricon Residential

  Columbus, OH 43219-6093

• 

  Tricon American Homes

  1410 Donelson Pike Nashville, TN 37217-2933

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Over the past six weeks, Tricon residential has been extremely difficult to reach to repair a broken HVAC system (air conditioning) and the water heater (no hot water). When they do respond to our constant concerns about the issues, they send out technicians who do not show up on scheduled appointments, which has caused us to miss multiple work days. And when they do show up, they are unable to fix the issue or make the issue worse. With our HVAC, they disconnected all the wires and asked to replace the whole system. After refusing to accept that answer, we asked for another technician and they came out and solved the solution without ordering a new system. However this process made us live without AC during the heat of the spring for weeks with no quick solution. The water heater has been broken for weeks. We have not been able to hit water for weeks, including trying to correctly run a shower for our daughter who just had surgery. The same logistical issues occurred with scheduling and when they sent someone out, they installed a new water but it is leaking in the basement and still has no hot water. When notifying Tricon they never have a solution. Also, this occurs and we still have to pay full rent for services that we do not recieve.

  

  Business Response

  Date: 06/30/2025

  We would like to thank Mr. Reed for bringing his concerns to our attention. (Reference Complaint ID: 23530834)
  We sincerely apologize for the significant inconvenience and stress Mr. Reed and his family experienced regarding the HVAC and water heater issues. We fully understand how disruptive this has been, particularly given the circumstances his family faced at the time.
  We acknowledge that the repair process did not meet our standards for timeliness and communication, and we regret the delays and missed appointments that contributed to this situation. We appreciate Mr. Reed’s patience as we worked to resolve these concerns.
  To help make this right, a concession of $5,620.00 has been applied in recognition of the impact this caused his household. We are glad Mr. Reed was able to connect directly with our team and that this follow-up helped address his concerns.
  We remain committed to learning from this situation and strengthening our communication and service follow-through to prevent similar issues in the future.
  Thank you again to Mr. Reed for sharing his experience and allowing us the opportunity to address his concerns.

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ive been asking Tricon to fix the **/Heating unit since March 2025. First, we noticed the unit wasnt heating so we created a work order on March 17th 2025. They came and fixed it. After that, on April 21st 2025 we noticed the ** was making a weird noise and not working properly. They came and said the unit is really old and wasnt working properly. They didnt change it but they fixed it. On May 29th 2025 the ** stopped working again. The unit was on but it wasnt cooling. They said I needed a new ** because this one is too old but they moved some things and made it work. On June 18th the ** stopped working again. They came on June 23rd! So I went 4 days with no **, sent a million emails (without an answer from Tricon) and finally when they came they said it was a sensor issue and they made it work. Since its summer and theres 93 degrees outside, it took a while day, a whole night and a whole day more to get to the temperature I had ************, June 26th the ** turned completely off! Maintenance reached out saying that changing the ** was too expensive so they were figuring out other options. Meanwhile, zero temporary solutions. Ive been calling Tricon every day and they dont answer the phone (Ive been literally waiting for 2 and a half hours one day), sent many emails asking who will pay for the utility bill to get the temperature pleasant again, and for all those days of inconvenience, and of course, no answer from Tricon. All the people that have called say they are third parties so they cant do much. Its very frustrating. Also, I pay every month a Smart Home fee for the use of the door lock and thermostat, and the thermostat doesnt work in the app so they should reimburse that too. The worst part is that they are ignoring this and just sending people to fix the **, knowing it has to be changed. Im attaching photos showing the work orders, the unit that is completely off, and the app that shows the thermostat is not connecting.

  

  Business Response

  Date: 07/02/2025

  We would like to thank Mr. Rojas for bringing his concerns to our attention. (Reference Complaint ID: 23524265)
  We sincerely apologize for the frustration and inconvenience Mr. Rojas has experienced with the repeated AC issues and the delays in resolving them. We understand how difficult it has been, especially during the summer heat.
  At this point, we do recognize that the AC unit needs to be replaced rather than repaired again. This work is in process and will take approximately 3–5 days to complete once the parts are received. We know this should have been handled more proactively, and we regret that the follow-up and communication fell short.
  We appreciate Mr. Rojas’s patience and want to assure him that our team is working to get this resolved as quickly as possible. If he has any questions or needs further assistance in the meantime, we encourage him to reach out directly so we can continue to support him during this process.

  Customer Answer

  Date: 07/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23524265, 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,
  
  
  
  Francisca Rojas
  
  
  
   
  

• Initial Complaint

  Date:06/25/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We overpaid on our trash service. When we reached out the first time they said someone would correct the issue, when we reached out the second time they repeated that someone would correct the issue. When we reached out the third time they put the charge on hold to allow the utility company to fix the balance. The charge was unheld with the original amount. When we reached out the fourth time, we were told from the utility company to pay the full amount and a credit would be issued. We paid the full amount and were told a credit of $94.41 was issued but we can no longer access our resident account as we are no longer residents and a credit was never deposited back into my bank account. At this point Tricon has STOLEN $94.41 from us. We would like that money returned.

  

  Business Response

  Date: 07/01/2025

  We would like to thank Ms. Scherer for bringing her concerns to our attention. (Reference Complaint ID: 23517676)
  We sincerely apologize for the ongoing frustration regarding the trash service overpayment and the credit that has not yet been received. We understand how concerning this situation is and appreciate Ms. Scherer’s patience as she has tried to get this resolved.
  Our team is currently gathering all necessary information to review her account and confirm the status of the $94.41 credit. We will follow up with Ms. Scherer as soon as we have more information and next steps to share.
  Thank you again for bringing this to our attention.

  Customer Answer

  Date: 07/03/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 23517676, 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,
  
  
  
  Sabrina Scherer
  
  
  
   
  

• Initial Complaint

  Date:06/25/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Around June 3 2025 the sewage line overflowed in my front yard I filed a maintenance ticket immediately the company took several weeks to come fix the issue around that same time the hot water stopped working for the house on a Thursday they didnt send a technician to fix it until Monday the maintenance people they hired thought it was ridiculous that they didnt mark it as an emergency and pay the extra money to get it fixed and now June 22nd my a/c stopped working its the 25th now and my house has been ********************************************************************************************** a service ticket the soonest they can send someone out here now is June 30th this is unacceptable the house has literally been uninhabitable for the last month its been issue after issue I had to buy an expensive window a/c unit from ********** and I couldnt shower for a week when the hot water was out I had to go to a friends house and there is still toilet paper and sewage in my front yard

  

  Business Response

  Date: 06/27/2025

  We would like to thank Mr. Bushman for bringing his concerns to our attention. (Reference Complaint ID: 23515494)
  We sincerely apologize for the frustration and inconvenience Mr. Bushman and his household have experienced. We know this situation has been extremely uncomfortable and far from the standard of service we expect to deliver.
  Unfortunately, when Mr. Bushman first contacted us about the AC, the work order was not properly flagged as an emergency by our centralized team. We recognize this should have been handled with greater urgency from the start. We have since reached out to Mr. Bushman by phone and text, and we are dispatching a technician as an emergency to get this resolved as quickly as possible.
  To help prevent this from happening again, we are providing additional training to ensure our team can better recognize and prioritize urgent situations when residents reach out for help.
  We appreciate Mr. Bushman’s patience as we work to make this right and ensure his home is safe and comfortable again. Our team remains available to help with any further needs until all concerns are fully resolved.

• Initial Complaint

  Date:06/24/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im a resident at ********************************* My wife has been dismissed multiple times when reaching out to address issues with our air conditioning. We have set the thermostat to what we have been recommended (73F) but the indoor temp CONTINUES to rise well above that, reaching *****F. With a one-year-old and a pregnant wife in the home, this is creating an unsafe and unhealthy environment.I understand that temperatures rise in the summer, but the A/C system is expected to maintain the temperature its set to otherwise, it is not functioning as intended, simple as that. And per the instructions we received previously, we do not set it unreasonably low to where it could freeze the unit. We sent in a photo of the thermostat set to 69 in order to demonstrate that even then it wont reduce the temperature at ANY time.The last technician that came not only showed up late, scheduled appointment was 7:30-9:30, and didnt show up until almost 10 and didnt communicate he was going to be late. Its not hard to respect peoples time. A much larger concern, that again was not even ACKNOWLEDGED, was the fact the technician left our back gate wide open, causing our dog of nearly 10 years to leave our home and my pregnant wife had to track her down while taking care of our 1 year old. I understand mistakes happen, but to not even acknowledge her complaint about this when she emails in is completely unacceptable and disrespectful. Lastly, the technician said the unit was working fine and that its just old. Not to mention, he didnt go upstairs or test for a leak. Then we receive a response at a separate time Saying your thermostat is set too low. Thats clearly a deflection. The entire point of an A/C system is to cool your home to the number you set. If it cant, its a system failure, not user error. To be clear, we arent after money, a deduction to our rent or anything financial we simply want our problem addressed and not dismissed, and to be treated with respect.

  

  Business Response

  Date: 06/27/2025

  We would like to thank Mr. Alarcon for bringing his concerns to our attention. (Reference Complaint ID: 23502719)
  We sincerely apologize for the continued frustration and stress this situation has caused Mr. Alarcon and his family. We fully understand how important a safe and comfortable home environment is, especially with a young child and a pregnant family member in the household.
  According to our records, multiple technicians have visited the property to inspect and repair the HVAC system, but it is clear these visits did not fully resolve his concerns. Our vendor has advised that the cooling issue was related to HVAC filters, which has now been addressed as a courtesy, even though filter maintenance is the resident’s responsibility.
  We recognize that we should have followed up after each work order was closed to confirm that everything was resolved.
  Regarding the technician leaving the gate open, we are very sorry for the stress and worry this caused Mr. Alarcon’s family. This should not have happened, and his concerns should have been acknowledged and handled promptly.
  We have made multiple attempts to reach Mr. Alarcon by phone, but the number on file appears to be disconnected. We have also reached out via email and are awaiting a response to ensure any remaining issues are addressed as quickly as possible.
  We appreciate Mr. Alarcon’s patience as we work to resolve this and remain fully committed to making sure he and his family feel supported and respected.

• Initial Complaint

  Date:06/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a resident in one of their properties located at *********************************** Elgin SC *****. I was offered a relocation assistance program in which they would pay you to move out by a certain date. I agreed to the terms of the contract and moved out. I was told it would take ***** days to receive my check for $2500. It is now approaching almost 2.5 months and I still have not received my check. I've called numerous times about this situation. Each time I call I experience extremely long hold times. When I've finally able to speak to someone, they have to transfer you to another department with extremely long hold times. This has supposedly been escalated to a supervisor to find out the delay. I was informed several days ago they are awaiting for one of their departments to turn in the move out form. As of today, this form still has not been turned in.

  

  Business Response

  Date: 06/30/2025

  We would like to thank Mr. Johnson for bringing his concerns to our attention. (Reference Complaint ID: 23507810)
  We sincerely apologize for the delay and the frustration this has caused. We understand how disappointing and stressful this experience has been, especially when clear communication and timely updates were needed.
  There were several factors that contributed to this delay, including an initial delay in processing the scope of work, additional time required for necessary ledger adjustments, and a breakdown in communication between our teams. We recognize that this should have been handled more efficiently with better follow-up to avoid this extended wait.
  At this time, Mr. Johnson’s move-out statement has been submitted to our General Accounts Payable team and the check is now in process.
  We appreciate Mr. Johnson’s patience while this is finalized and we are working to improve our internal processes to help ensure this does not happen again in the future.
  Thank you again for bringing this to our attention. We wish Mr. Johnson the very best moving forward.

• Initial Complaint

  Date:06/22/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Since I moved into my home I been having issues with flying ants infesting my kitchen. The pest control personnel has not fixed the issue with flying ants. Tricon Residential has been putting my complaint on the back burner. I pay 1700 dollars for a house that is infested with these pests. Something needs to be done about this.

  

  Business Response

  Date: 06/27/2025

  We would like to thank Mr. ****** for bringing his concerns to our attention. (Reference Complaint ID: *********
  We sincerely apologize for the ongoing frustration Mr. ****** has experienced with this pest issue. We understand how concerning and disruptive it is to deal with this in his home.
  Our team is currently gathering the necessary information to address his concerns properly and ensure the issue is fully resolved. We will follow up with Mr. ****** as soon as we have more details and next steps.
  We appreciate his patience as we work to make this right.

• Initial Complaint

  Date:06/20/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have been trying to get in contact with someone regarding an charge that was placed on our account for a utility bill during the period we had a plumbing and sewage issue that took 3 weeks to be addressed that involved both of our toilets being replaced,both sinks repaired, our kitchen sink had to be repaired cause it was falling in and out dishwasher was looked at. They sent out a third party plumber that said our water pressure is so low and so is the temp so we wouldnt know about the plumbing issues when they rented the place out to us in nov 2024. Around May ******* our utility charges for the period of 3/15-4/15 when we experienced sewage and plumbing issues posted and we were charge 195 for sewage and 220 for water with no pool and only 3 people in the house and 2 of them not being home for 12 hrs for work. ******* **** told us we waited too long so he will not take care of it but our utility bill is charged to our Tricon account and we only knew about it when it posted and contacted them immediately. ****** ******* was supposed to call us back but never did nor has she or any other manager reached out to us via phone or email. They added late fees and notices fees and are trying to evict us now because of this when we are just trying to get this resolved. We even have another leak in the house that the maintenance department has to fix. This is ridiculous and not the first time we have been thrown around in circles. 195 sewage+ 111 late fees+ 50 notice fees needs to be addressed ****

  

  Business Response

  Date: 06/25/2025

  We would like to thank Ms. Baez for bringing her concerns to our attention (Reference Complaint ID 23497872)
  We understand how frustrating it can be to deal with ongoing maintenance issues and unexpected charges, and we sincerely apologize for the inconvenience this has caused.
  Ms. Baez reported plumbing and sewage concerns that impacted water usage during the billing period of 3/15 to 4/15. In response, our team has already issued two concessions related to elevated utility charges, totaling $1,029.17. Additionally, we have asked our Accounting team to waive the late fee that was applied due to a delay in rent payment while the charges were under review.
  Regarding the additional concerns noted such as the kitchen sink and a new leak, our team has inspected the home and found no signs of an active leak or damage to the kitchen sink. However, if new issues have developed, we encourage Ms. Baez to submit a maintenance request so they can be properly addressed.
  We appreciate Ms. Baez’s continued communication and the opportunity to resolve this matter. Our team remains available should she have any further questions or need additional support.
  

• Initial Complaint

  Date:06/20/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We resided at ***************** for 3 years. Initially our lease was under a different group. Once Tricon took ownership, service and communication were nonexistent. We were left with an inoperable primary shower and dishwasher for approximately 6 months. We attempted to coordinate the end of our lease but failed to get any form of communication other that automated responses and additional questions about the property. Now Tricon has claimed that we did not sign paperwork to vacate the property. I have provided screenshots of confirmation of the signed document.

  

  Business Response

  Date: 06/21/2025

  We would like to thank Mr. Dhom for bringing his concerns to our attention (Reference Complaint ID: 23496992).
  At this time, we have not received a completed Notice to Vacate (NTV) form for the property. Our records indicate that while an NTV may have been initiated, it was never finalized, as one of the leaseholders did not sign it.
  To help us resolve this matter, we kindly request that Mr. Dhom provide a copy or screenshot of the completed and fully signed NTV document. Once received, we will be happy to review and update our records accordingly.

  Customer Answer

  Date: 06/21/2025

  As previously discussed, I did not sign the NTV due to several questions and concerns that were never addressed or responded to. Additionally documents that released our occupancy of the address in question have been signed. This single document failing to be signed in no way constitutes an explanation for why we never received adequate maintenance on inoperable amenities provided in the lease (primary shower and dishwasher) for several months. As I have expressed, if this single clerical short fall would help expedite Tricon’s communication on an adequate and appropriate resolution of these issues. I would be happy to sign, but my access to said document has not been provided since its initial sending.

  

  Business Response

  Date: 06/25/2025

  Once again, we would like to thank Mr. Dhom for bringing his concerns to our attention (Reference Complaint ID: 23496992).
  Mr. Dhom originally leased the home under a previous management company and was understandably frustrated after the transition to Tricon, particularly with unresolved maintenance issues and communication challenges. When submitting his notice to vacate, the process was delayed due to a missing signature, which added further frustration during his move-out.
  While Mr. Dhom stated he vacated the home on June 4, his lease officially ended on June 14, and charges were applied accordingly. That said, we recognize the communication breakdown and the difficulty he experienced in getting timely and clear responses.
  A voicemail was left for Marcus and an email sent to both Marcus and Mr. Dhom to ensure they received their final move-out statement and are aware that a partial refund is currently being processed. At this time, we are still awaiting a response and are actively working with our Accounts Payable team to expedite the refund.
  We regret that this experience did not reflect the standard of service we strive to provide and appreciate the feedback as we continue working to improve resident communication and support.

• Initial Complaint

  Date:06/20/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have an actual *** letter for my 12 year old dog written to me by a licensed therapist at psych dimensions. I have been diagnosed with both anxiety and insomnia and have also been taking medication on a daily basis for both of the diagnosis for many years now too. I attempted to rent a home from Tricon Residential in **********, **. They said they could not accept my *** letter. Saying Unfortunately, your *** letters cannot be accepted at this time. We do not consider online providers whose business consists of issuing emotional support animal letters, or who issue a letter after reviewing a self-assessment and provide no other treatment or service to be a reliable source for information. I replied with the following: I do have a specific diagnosis and prescribed medication for it to take on a daily basis alongside of having my dog as an ***. So could you please clarify what else my doctor needs to provide to you and how that needs to be provided? Thank you. They have yet to return an email to me, or give me any other information to proceed with my completed application. I paid a $305 application fee as well, $250 of which was suppose to be refundable and $55 non refundable for the application itself. I have not heard anything back from them since my last email, nor have I received the refundable $250 back yet either. I was hesitant to apply with them in the first place with a lawsuit they had and the majority of their reviews being very bad. But rent was reasonable and close to my job. I do not understand why they need to verify my disabilities in the first place, why my *** is being rejected, why I have not heard back from them, and why if I dont qualify; I have not received my refundable $250 back yet. This company seems like a scam, as they were very quick to deny my *** (even after business hours) but can not get back to me with my follow up questions at all within business hours.

  

  Business Response

  Date: 06/20/2025

  We would like to thank Ms. Timoshenko for bringing her concerns to our attention. (Reference Complaint ID: 23495157)
  We understand the frustration this situation has caused and sincerely apologize for the confusion surrounding the review of your ESA documentation. Upon review, your letter dated 05/06/2021 appeared to be from a licensed professional, but it did not indicate whether the letter was non-expiring or part of an ongoing provider-patient relationship, which is a requirement for approval. Unfortunately, our communication to you did not clearly explain this specific need, and we recognize that this caused unnecessary delay.
  To clarify, we are not requesting personal medical details or diagnosis information. We simply ask that the updated ESA letter confirm that you are under the ongoing care of the provider and that the document is current or non-expiring.
  Our supervisor, John, will be reaching out to assist with the next steps. If you wish to proceed, please send the updated letter with the noted clarification to both Paula and John via email. If you no longer wish to move forward, we would be happy to issue a full refund of all application-related fees.
  We appreciate your patience and the opportunity to improve our process. Please do not hesitate to reach out with any further questions or concerns.