Complaints

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

close

Find a Location

Tricon Residential has 28 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Tricon Residential

  15771 Red Hill Ave Tustin, CA 92780

  
• 

  Tricon Residential

  1112 E Copeland Rd Ste 430 Arlington, TX 76011-4910

• 

  Tricon Residential

  3300 Fernbrook Ln N Ste 210 Plymouth, MN 55447-2393

• 

  Tricon American Homes

  1410 Donelson Pike Nashville, TN 37217-2933

• 

  Tricon Residential

  2030 Powers Ferry Rd FORMER: primary, reportab Atlanta, GA 30339

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:01/26/2023

  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 renting from them for over 6 years. My refrigerator broke Friday 01/20/23. They sent someone out same day to repair but he couldnt. Stated its too old and parts not available. Repair man notified Tricon right away of fridge not being fixed. Maintenance did not process order for a new fridge till Monday 01/23/23. Food spoiled. *********************************** from Tricon via email stated they dont reimburse for that that their renters insurance does. That was a lie. Called renters insurance and they do not reimburse for that under normal wear and tear circumstances. Wednesday afternoon 01/25/23 they go to deliver new fridge. They just showed up and never told me they were coming. New fridge has dent and door off hinge. Was told someone would call me same day to schedule new delivery. Here it is Thursday 01/26/23 almost a week without a fridge and I have yet to hear when new fridge will come. Since Monday I have called their maintenance customer service and asked for a supervisor to call me and all they do is take a message down. No one has called me back. Sent *********************************** an email voicing my complaints and no response. A week without a fridge is unacceptable and so is not taking any accountability for my food loss. This matter should have been handled same day. I have yet to know whats going on with new fridge and or when to expect delivery of it.

  

  Business Response

  Date: 02/01/2023

  We would like to thank **************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist ****************
  
  We appreciate her patience and will contact her directly once we have further information. Thank you.

  Customer Answer

  Date: 02/01/2023

  This is what I have been hearing for over a week now and still no supervisor or higher up has contacted me. Will not recommend Tricon to anyone. This whole situation has been a nightmare.

  

  Business Response

  Date: 02/07/2023

  Once again, we would like to thank **************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  On 1/23 our team ordered a new refrigerator from Lowes, confirming delivery on 1/25.
  On 1/25 Lowes arrived to deliver the new refrigerator, but it was not possible to install due to it being damaged.  We contacted a Lowes representative due to the unforeseen situation; the representative called the distribution center reporting urgency to have new refrigerator delivered on 01/26.
  On 1/27 a Lowes Rep called **************** to confirm the delivery date for the new refrigerator on 1/28, received no response from ****************, and left a detailed message.  Our maintenance coordinator called the resident with no response and left a detailed message confirming delivery on 01/28/23.
  On 1/30 the maintenance coordinator received a call from **************** confirming the new refrigerator was delivered as scheduled on 01/28.  The delivery representative was not able to remove the old appliance, stating they could not disconnect the old fridge because the water line was loose.  In-house technician was scheduled to complete waterline connection to the new appliance on 01/31.  
  On 1/31 Lowes rep confirmed not being able to pick up the old refrigerator until Thursday 2/2, **************** was made aware.  Technicians hooked up water line connections and relocated the old appliance within the garage area for Lowes to pick up as scheduled on 02/02/23. 
  We appreciate **************** providing us with the opportunity to address her concerns. Thank you. 

• Initial Complaint

  Date:01/26/2023

  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.

  Our lease is set to end 02/14/2023. I received a job offer from a company in another state on December 22nd of 2022. After giving the offer much thought, I accepted. Now it is 01/26/2023 and we have informed tricon that we no longer wish to remain in this property so we have asked for a prorated rent amount. We were given an amount and told that we were ineligible due to a Vacate notice not being submitted 60 days prior to our lease ending. Even if we had given tricon notice the same day that I received the offer letter, it would still not have been the required 60 days. I explained this to Jameika J****** and she was unwilling to help given the special circumstances. We have asked multiple times if there was someone else that we could speak to concerning the matter. Tricon stated that we must pay full months rent, even though we will only be occupying the space through the end of our lease which is half of February exactly.

  

  Business Response

  Date: 01/28/2023

  We
  would like to thank Mr. ********* for taking the time to bring his concerns to
  our attention (Reference Complaint ID: 18903771).
  
  As outlined on Mr. *********** lease, a 60-day notice is required when vacating
  the home.
  
  Unfortunately, Mr. ********* did not provide sufficient notice.
  
  While we understand that Mr. ********* could not predict he would be offered a
  new job position, he must adhere to his lease agreement.
  
  We appreciate the opportunity to clarify and remain available should Mr.
  ********* have any further questions or concerns. Thank you.

• Initial Complaint

  Date:01/17/2023

  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 renting from Tricon since August 2019. Shortly after moving in we had an issue with the kitchen sink drain. It took a month to get it fixed. Since then there has been more drain and at least 4 electrical issues. One time lost power on one side of house. Another time couldn't turn on A/C without popping the breaker. Always took at least 3 maintenance requests before getting a response. I never gave them a hard time and was patient. When I signed my lease it said that I was responsible for water, sewer, garbage, as well as all the normal stuff like SMUD and PG&E. but this property only required me to pay the water, SMUD and PG&E. They had me sign a paper stating such. The amendment says WATER, SMUD, and PG&E. About 8 or 9 months ago I noticed the sewer being charged to me. I contacted them and told them I'm not required to pay sewer and garbage. They said look at your lease because it says I am responsible. I reviewed my lease and double checked it because I new I wasn't supposed to be paying it. I forgot about the amendmaent which was a seperate paper from the lease. On 1/1/23 I noticed 2 sewer bills for a total of $450.00. One was for period from 6/7/22 to 8/7/22 and the other was for 8/7/22 to 10/7/22. I said wait a minute. So I got back in the docusign website and started going through all the documents on there and I found the seperate paper that was the amendment. I sent it to the collections rep. *** told me that I'm wrong about what the paper is for. Its purpose is to tell me what I'm responsible to pay for utilities and that shes sorry that they forgot the to put the sewer and trash on the form when I signed it. How does that even sound logical? keep in mind the paper that SHE said was to state which utilities i'm responsible for said water, SMUD and PG&E. Nothing about sewer and trash. I reviewed all the payments I've made since I've been here and Ive paid sewer about 5 times in over 3 years and that was because I didnt notice. I just paid it.

  

  Business Response

  Date: 01/23/2023

  We would like to thank ******************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist *********************
  
  We appreciate his patience and will contact him directly once we have further information. Thank you.

  Customer Answer

  Date: 01/23/2023

  I do no except the response because it has no remedy to the situation. They said they will contact me directly. i would like the communication to go through the BBB message center until the issue is resolved. I tried to communicate directly with Tricon's rep ***************************** and it didn't have any results. Since I have submitted this complaint they raised my rent $140.00 plus added a $50.00 fee for month to month because i haven't renewed my lease. FYI... My lease was due to be renewed since August of 2022 and they never said anything. They added this rent increase to my account on 1/12/23 and said it takes effect as of 1/8/23. I paid my total amount that was due for ******* on the 9th of ******* and the increase wasn't on the ledger. I would have paid on the 2nd but they added the surprise extra $450.00 that i wasn't aware of so i didn't have enough in my account and they don't allow partial payments or I would have paid it on time. The utility paper that I signed was what they had me pay for the 1st year I was here. I also noticed that my payment history in they're portal has been altered and says I paid the sewer bill a couple more times than i actually paid it. I thoroughly went through my payment history on the 1st of ******* and wrote down the days and amounts that it said I paid sewer and now there's more dates that I paid it. thats not normally something a tenant would complain about. More paid than i really paid. I would like to know why they had me sign the utilities paper that says water, ****, and PG&E when the utilities section is included on the lease. The only difference is the lease says sewer and garbage and the other signed contract does not. It only says water, SMUD, and PG&E.

                                                                                      

                                                                                      Thanks for your help<
  

  

  Business Response

  Date: 02/01/2023

  We would like to thank ******************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  
  Our team has made several attempts to contact ******************** via email as well as via phone and have not been able to reach him.
  
  ******************** is responsible for sewer. Our team is currently in communication with the utilities company to verify why ******************** is having issues placing the account under his name.
  
  In the meantime, the second charge for the month period 10/7/2022-12/7/2022 was reversed from Januarys charges. As the residents have already paid their balance, the reversal has been added now to Februarys charges.
  
  We appreciate ******************** providing us the opportunity to work towards a resolution and remain available should he have any further questions or concerns. Thank you.

  Customer Answer

  Date: 02/03/2023

   I never have tried to get the sewer or trash in my name because I was never instructed to by Tricon. The reason is because I wasn't responsible for it. The only property utility I was responsible for is the water. Tricon never instructed me to get that in my name either. I took it upon myself to get a duplicate of the monthly water bill mailed to me every month when I first became a tenant here so I could verify monthly charges to make sure Tricon was charging me the correct amount for water every month. If I was supposed to pay the sewer and trash I would have reached out to those utilities to get a copy of the bill every month for verification when I first moved in like I did with the water. Where did Tricon get the impression I was having trouble getting the sewer and trash in my name? We have never once had that discussion. They still keep avoiding the question I've asked from the original BBB message. What did I sign A separate utilities contract for when the utilities is covered in the lease that I signed? And why does that separate contract only have SMUD, PG&E, and water on it? And they haven't called or emailed me. I actually was getting very bad results with the Tricon rep ***************************** and any other local rep I spoke to so I did some research and found their corporates office and reached out to them. I was told they would pass on the information and was supposed to get a call back but still have not. I haven't had any missed calls from them or emails. I never have tried to get the sewer or trash in my name or I would have but I didn't need to because once again they never asked me to because it wasn't my responsibility just like the utilities contract shows. Let's see if we can get some real results no more of this nonsense. Once again WHY was a separate utilities contract signed when its covered in the lease? and why are the sewer and trash the only thing different between the 2 contracts? 

  

  Business Response

  Date: 04/06/2023

  Once again, we would like to thank ******************** for taking the time to bring his concerns to our attention (Reference Complaint ************.
  
  Our team spoke to ******************** directly and addressed his concerns.
  We appreciate ******************** providing us with the opportunity to work towards a resolution and remain available should he have any further questions or concerns. Thank you.

• Initial Complaint

  Date:01/15/2023

  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.

  This is related to maintenance requests. We rent a home at ******************************************************************* from TriCon Residential. Yesterday morning, 1/15/23, the water heater blew. We had to turn off the main water line to prevent flooding. We contacted TriCon thru their request maintenance web portal to report it and contacted them by phone per the emergency request number. They assured us a plumber would contact us within 24 hours to address. No plumber contacted us. Today is day 2 with no water in the home. Called today 1/16/23 for a status and was informed by auto phone their service **** is closed and to call back during business hours. Tomorrow is MLK day, a holiday, so no service tomorrow either. This will result in a problem of no water in the home for over 4 days minimum.This company has serious issue when maintenance is required. This is not the first issue we are having concerning maintenance requests with TriCon. We also have requests outstanding for 3.5 months (Hurricane *** related from 9/28/22) that are still unresolved, one being simple tree removal that they STILL have not done.This needs to be addressed forthwith, especially the water problem listed above.

  

  Business Response

  Date: 01/21/2023

  We would like to thank **************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist *****************
  
  We appreciate his patience and will contact him directly once we have further information. Thank you.

• Initial Complaint

  Date:01/13/2023

  Type:Sales and Advertising 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.

  On Dec. 9th 2022 I missed my appointment for key pick up with the company Tricon Residential located at ******************************************************** **************. After they canceled my application because the house was off the market for 14 days and they couldn't keep it off any longer even though I paid the security deposit and 1st month rent. I thought it was very unfair but there was nothing I could do about it so *************************** agreed to my refund in the amount of $4,349.70 which was said I would receive in a week at most. Today is Jan. 13 2023 and I still have not received my refund nor has ANYONE returned my many calls, email, or voicemails. This has been the most unprofessional and scam like experience I have ever encountered with a property management company. I had several people like ******, ******, and ******* from this company tell me there going to call me back or email me with information or why I still haven't received my refund and ABSOLUTELY NOT ONE of them did. All I want is my money back immediately they got to keep the $250 admin fee and the application fee. Now there trying to keep my security deposit and first months rent for a property I never stayed in or received keys too.

  

  Business Response

  Date: 01/19/2023

  We would like to thank ****************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  We would like to apologize for the inconveniences the delay has caused *******************
  Our team has followed up with our accounting department and they have notified us that as they have been transitioning to the new D365 system; they have not been able to cut any checks.
  
  Our team is working diligently to rectify this situation and will continue to follow up with ****************** until it is resolved.
  We appreciate Ms. ******** patience and assure her that her check will be expedited as soon as our team is able to cut the check. Thank you.

• Initial Complaint

  Date:01/08/2023

  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.

  Today, 1/08/23, is 35 days since I moved out of my rental home. I completed all of the documentation requested and was approved to move out on that day. I paid a deposit of $2325 in March 2019 when I moved in and I have not received my returned deposit nor have I been able to get a response from the apartment community regarding a date that my deposit will be returned. I c Their website portal shows that a refund was to be issued to me on 12/13/22. I called several times and received a response that stated that it was late due to the holidays however that excuse would not work for me if I paid my rent late. The company is very strict about paying rent on time and will send an email stating that late fees and eviction process will be started right away which is unfair to expect a renter to wait for a refund without a date for when it would be sent. I also emailed Tricon on 1/5/23 regarding my deposit and still have not received a response. The move out process for me was not pleasant I had to keep calling them to have fees removed for my last rent payment and was still charged a late fee even though it was their error also.

  

  Business Response

  Date: 01/10/2023

  We would like to thank ******************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  Our team received Ms. ********* inquiry on 1/5/22 and contacted our accounting department the same day to verify the status of Ms. ********* check.
  We confirmed a check was mailed on 12/13/22.
  A member of our team attempted to contact ******************** to notify her that a new check can be reissued on 1/10/22 but were unable to reach her and left a voicemail.
  
  Our team again attempted to contact ******************** on 1/6/22 and left another voicemail.
  
  If ******************** would like clarification or has any additional questions, our team remains available. Thank you.

  Customer Answer

  Date: 01/12/2023

  I have verified through the ************* ************** that I never received any correspondence from Tricon Residential from December 13, 2022 to today, January 12, 2023. 

  Since my move out date of December 3, 2022; I have called Tricon Residential over twenty times regarding my move out process and refund and none of the representatives I spoke to ever stated that a check was mailed. They all verified that a check was never sent out and I should wait. I have verified several times that they have the correct address on file. Each time that I call the hold time to speak  to a representative is also over fifteen minutes long which takes time out of my day to only receive dead end answers that are of no help. 

  I returned all phone calls from Tricon Residential at the phone number listed which leads to a voicemail that nobody responds or calls me back from. To date, my refund check is over 37 days late. They do not need to speak to me to mail me a check they should just sent it. If they truly wanted to verify sending any additional checks due to an error they would have emailed me. To date I have not received any correspondence from Tricon Residential to help me with my move out procedure or refund check in over two months except for the two calls after the thirty day state limitation for refund checks to be issued. 

  

  Business Response

  Date: 01/18/2023

  Once again, we would like to thank ******************* for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  We would like to apologize for the inconveniences the delay has caused *******************.
  Our team has followed up with our accounting department and they have notified us that they are experiencing issues with the new check cutting system and have been unable to cut Ms. ********* check.
  
  Our team is working diligently to resolve this and will remain in contact with ********************. Thank you.

• Initial Complaint

  Date:01/06/2023

  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 a lease for 2 years ending in **** for a house that was signed with the previous owners of the property. Rent is $1900 a month and includes HOA and everything. House was purchased in June I believe and Tricon took over as property management. Tricon have added a sewer charge of $67 to to my bill and disallowed paying partial payments trying to force me to pay above my rent this month. There has never been a sewer problem or any maintenence on the sewer. I finally got thru to someone at tricon on the 5th. They said they would look into it didn't get back to me. Now they have added a late charge as well as of today the 6th.

  

  Business Response

  Date: 01/09/2023

  We would like to thank ****************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  Our team has reversed the late fee and have contacted the utility company in order to address the billing issue.
  They will remain in contact with ****************** and provide her with an update once the issue has been resolved.
  
  We appreciate her patience and remain available should she have any further questions or concerns. Thank you.

• Initial Complaint

  Date:01/06/2023

  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.

  This company owns and manages the property at ****************************************************************************** After multiple requests, they have not remedied the noise problem created by their tenants. They refuse to give me a return call. Their tenants start at 5am m-f , opening the doors to two pickup trucks and blasting their music while loading their trucks. Most all residents in this community are senior citizens, most with physical issues. All we ask is that they turn their music off until they leave the community. They have been reported to the County Building and ************************************ and Tricon.

  

  Business Response

  Date: 01/09/2023

  We would like to thank ************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  Our team will provide the resident with Ms. ****** concerns.
  
  We encourage ************** to please contact the local police department with any noise complaints that should arise. Thank you.

• Initial Complaint

  Date:12/30/2022

  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.

  On 12/20/22, we paid $360 to Tricon to start the application process for a home at *******************************************. This house is advertised for rent and available after 1/8/23. Days after we were approved and Tricon sent us an email to pay an additional $4139.00 within 48 hours or the contract would be terminated. Hold on, we sent an email and made several calls asking additional questions about when the house would be available and what was their cleaning process and when could we see the house in person. The answers were short but in a world of Covid, we simply wanted some questions answered before we made this investment for a years commitment. The answers were not satisfactory and told we could see the home on the move-in date. We emailed Tricon demanding a person-to-person call which we received on 12/29. Again, we were told we could see the home on the move-in date and if the home was not as promised they could move us to another home. ******* (an Employee of Tricon) told us that we had until Friday 12/30 to decide so we drove from ************, ** to Locust to see the house from the outside. By the time we arrived we received an email saying the contract was canceled and the house is back on the market. (Verbally giving us until Friday and canceled us on Thursday) Keep in mind the first available date to move in is January 30th. This is no way to do business, treat seniors by saying Friday and canceling on Thursday when the house is still occupied. We were in the process of hiring movers and contacting utilities still not being allowed to see inside the house. We feel that they have multiple applications and because we simply asked a question, they canceled us and refused a refund. Seriously ************ is all about getting the money upfront, maybe to close out their year-end on a home not available until next year. Tricon breached this contract and not us therefore we would like the entire refund to include the $110 background fee for a total of $360.00.

  

  Business Response

  Date: 01/03/2023

  We would like to thank ************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  Our offices are currently closed.
  
  Our team will contact ************** directly once our offices have reopened and we have gathered further information. Thank you.

  Customer Answer

  Date: 01/04/2023

   

  I will wait until they are open and file the proper response. My fear is if I were to accept this message of them being close then the complaint would be closed. I just looked today on Zillow and amazing they are now scheduling in person visits in which they denied us and cancelled our application keeping $360.00 with no acceptable answers. 

  

  Business Response

  Date: 01/06/2023

  Once again, we would like to thank ************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  
  Upon review of Mr. ****** application, our team was able to confirm that the application was automatically cancelled by our system as the lease was not executed within 48 hours.
  As our offices were closed, our team was unable to reverse the cancellation immediately.
  At this time, the home is still available. If ************** would like to reinstate his application, we invite him to contact our leasing department at ************.  
  
  Thank you.

  Customer Answer

  Date: 01/13/2023

  This is not an acceptable response, Tricon took money from ** and during our active talks with an employee their computer system just shuts ** out without a refund or notification? Its great that they now offer us the opportunity to reapply but we have moved on. With pending medical procedures we had to make a decision to be closer to our children. Maybe this company need to refine their practices, hiring movers, contacting utilities companies and such is not a 48 hour process. Don't you think a family should be able to physically see your homes before they make a 13 month commitment? If the $360.00 benefits Tricon so be it, but this is no way to treat seniors who are in active negations with your employee.

  Show some respect and send ** a refund! Our new address is *********************************** 28163.   

  

  Business Response

  Date: 01/26/2023

  Once again, we would like to thank ************** for taking the time to bring his concerns to our attention (Reference Complaint ID: *********.
  
  As listed in our terms and conditions which are signed by all applicants when an application is submitted, approved Applicants are required to execute a Lease Agreement and submit the full security deposit within 48 hours after approval of the Lease. The Lease start date must be within 10 days after approval. This requirement is applicable to all Approved Applicants, even if they have not seen the inside of the home. 
  If an applicant is approved and chooses not to move into the home, Tricon Residential will place the home back on the market for rent and the holding fee is forfeited. 
  
  No refund is due at this time as ************** chose not to move forward with the home. 
  
  We appreciate the opportunity to clarify and wish ************** the best in all future endeavors. Thank you. 
  
  

• Initial Complaint

  Date:12/29/2022

  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.

  Called at 7:33 on 12/25/22. 25 minute call where I detailed the drains backing up and the inability to flush toilets, run sinks/showers/dishwasher/laundry. Received email at 7:59 confirming the EMERGENCY maintenance request. Received automated email on 12/26/2022 stating an increase in service request response times. Called at 2:16, was on hold for 13 minutes before I requested a callback. Never received. Called again on 12/27/2022. 3 HOURS on hold before getting with a rep, who stated that the work order from 12/24 that the plumber had called me and left me a voice mail. I received no calls or voicemails since 12/24 (which was a separate work order request). They advised me to reach out to the plumber directly. (It is not my job to coordinate maintenance) He stated that he did NOT have another work order request from 12/25/2022. He said he would reach out to tricon. I didnt hear back from him. Left a message for the plumber at 4:45 on 12/28/2022 as I still hadnt heard from anyone at this point. Called on 12/29/2022, was on hold for an HOUR before getting transferred. Rep spoke to the local office and assured me someone would be reaching out ASAP. I have now gone 4 days without being able to use toilets, showers, sinks, dishwasher, or laundry/washing machine. No resolution in sight, meanwhile I have to continue to make calls to gain access to water. I am unable to leave the house and enjoy my vacation/paid time off with my kids because I need to be physically here for the plumber that *** or *** not be coming.

  

  Business Response

  Date: 01/03/2023

  We would like to thank ****************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  Our offices are currently closed.
  
  Our team will contact ****************** directly once our offices have reopened and we have gathered further information. Thank you.