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 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:11/27/2022

  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.

  Irrigation leak in front yard the first month we moved to rental property resulting in a $800 water bill in 2021, a 400 dollar water bill in October 2022 and another 500 dollar water bill in November 2022. We asked Tricon to send us the receipt for the repairs so we could send to *************** so they could adjust our bill. Contacted several times and this never occurred resulting in our water being shut off several times. Same leak occurred in front yard this year, plumber never showed up the day Tricon said they scheduled them. I contacted Tricon to ask where emergency specialist was, Tricon told me they didn't know and that was my job to find out. It is not my job. Contacted another agent about missing plumber and that agent resolved issue promptly. Emergency plumbing specialist showed up 48 hours after pipe burst was located, resulting in another extremely high water bill. Contacted Tricon at least 9 times in order to get receipt and refund of water bill. No replies as of 11/27/22. Water bill is now totaling over **** dollars with another yard leak. Tricon Residential is currently refusing to answer e-mails and when I call customer service they say they don't know what to do and do not help. Tricon also did not pay *************** for one year while living on property, resulting in legal notices being sent to me, a lien being placed on home, as well as our HOA privilege's being revoked the entire first year we lived on property. I am requesting the receipts from the irrigation system repairs, prorated rent for the inability to use HOA amenities for the first year as well as payment of the extremely high water bill caused by the two burst pipes/sprinklers in the front yard that was no fault of me, the renter.

  

  Business Response

  Date: 12/01/2022

  We would like to thank **************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  We would like to extend our sincerest apologies to **************** for the lack of customer service she received from our call center.
  Our regional team was unaware that **************** was requesting these documents.
  They have now spoken to **************** directly and have notified her that they will be providing her with the bills requested.
  
  We sincerely appreciate **************** providing us with the opportunity to rectify the situation and remain available should she have any further questions or concerns. Thank you. 

  Customer Answer

  Date: 12/01/2022

  I was contacted by a regional team who said they were going to send me the proper paperwork for the company and inquire about the lien placed on the house by my HOA due to Tricon Residential not paying HOA fees for nearly a year. The regional team member has not sent me the documents, has not followed up and Im once again getting no response. Your corporate team had been contacted as well as your regional team prior to this compliant. Its not acceptable for you to say they had no knowledge when they did and I have written proof. Ive still yet to receive ANY verification that the legal action taken against the house Im renting has been resolved as well as any documentation required by ***************. This will be escalating and I will have a lawyer in contact with tricon for any fees paid by me to the water company due to Tricon corporate never informing the regional team about my requests as per your statement above. Im currently seeking a refund of rent due to lack of HOA amenities as well as harassment by the **** Im also seeking Tricon remedy this situation with *************** immediately. This is unacceptable. 

  

  Business Response

  Date: 12/02/2022

  Once again, we would like to thank **************** for taking the time to bring her concerns to our attention (Reference Complaint ************.
  
  Our assistant maintenance manager ********************* spoke with **************** personally when the complaint came in and sent the documents over to her for the water company yesterday 12/1/22.
  **************** spoke with **************** on the phone and got a confirmation email from **************** confirming that that she received the documents.
  
  We appreciate the opportunity to clarify.
  Thank you.

  Customer Answer

  Date: 12/02/2022

  *** received the receipts for the irrigation repairs only after having to reach out myself several times after initial contact from your employee. Ive received no further contact about the legal action being taken against the property Im renting from your company as well as access to HOA amenities given to me in my lease. The next course of action will be my lawyer reaching out to your company for resolution as this has not been provided. Ive paid copious amounts of fees due to the negligence of your company and have complete written records. Thank you for your time. *************** will once again be reaching out to your company for resolution as well and I hope communication doesnt get lost once again. 

• Initial Complaint

  Date:11/20/2022

  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.

  I currently rent my house from TRICON residentials and have been here since November 2021. I recently saw a licensed healthcare Doctor via online appointment using my health insurance. The doctor wrote a letter recommending my two dogs (***** and *****) to be accompanied by me for my medical condition (PTSD). I submitted the letter to TRICON via email on October 29, 2022. TRICON sent me their "Reasonable Accommodation Form" to sign online. I signed the form as the form stated "This documentation may include a note from a qualified, licensed physician... OR other mental health professional with whom there is an ongoing therapeutic relationship confirming the disability." Key word here is OR. Again, the Physican I saw was a licensed healthcare Doctor. On November 18, 2022, TRICON reached out and stated their screening department did not approve of the *** documentation provided. They stated the letter from the licensed physician needs to state that I'm under their care and have an ongoing continuous relationship with them. They advised I needed to have my healthcare physician add that verbiage along with why I need two pets vs one to continue with this request. I replied to TRICON (*************************) and asked who I can talk to about this matter. I also asked to have the email forwarded to their screening department as I feel that the letter should suffice my accommodation for an Emotional Support Animal. On November 20, 2022. TRICON (*************************) replied to email with a copy of my document that I signed with no other information or individuals to reach out to. I have filled a complaint with HUD and I would like this matter settled as I feel a letter from a physician should suffice. TRICON's accommodation form that they make you sign does not ***** federal HUD law.

  

  Business Response

  Date: 11/22/2022

  We would like to thank ****************** for taking the time to express his concerns (Reference Complaint ID: *********.
  
  
  ********************** *** documentation due to the following reasons:
  Accommodation letter from their licensed physician needs to state they are under their care and have an ongoing continuous relationship with them.
  Need licensed physician to state why two pets are needed versus one.
  
  Our team would be more than happy to reevaluate Mr. ******** request once they are provided with the proper documentation. Thank you.

  Customer Answer

  Date: 11/22/2022

  The document I  provided fulfills HUD law. I strongly urge this company to reconsider the provided documents. 

  

  Business Response

  Date: 11/22/2022

  Once again, we would like to thank ****************** for taking the time to express his concerns (Reference Complaint ID: *********.
  
  As previously advised we are unable to approve ********************** *** documentation due to the following reasons:
  
  Accommodation letter from their licensed physician needs to state they are under their care and have an ongoing continuous relationship with them.
  Need licensed physician to state why two pets are needed versus one.
  
  These are requirements under HUD law. 
  
  ****************** must provide the appropriate documentation in order for Tricon Residential to approve his *** animals. 
  Thank you. 
  
  
   

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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 filed several maintenance request with my leasing complex. I submitted my initial request in September and 3 additional request in October. I have personally called to speak with the leasing manager, I have personally gone over to speak in person. I was advised that a replacement would be ordered over over a week and half ago and still have not heard any ETA as of yet. I have since emailed the senior manager and am still awaiting resolution. I have had a loss of food 2 weeks ago, have been unable to properly buy groceries in fear that I will lose food again. I should not have to file renters claims to be reimbursed for food when the problem should been resolved with one of my many service request. At this time, I am just wanting to have a replacement installed so that I am not having to hear the frequent loud noise throughout the day that also causes distraction as I work from home as well.

  

  Business Response

  Date: 11/15/2022

  We would like to thank **************** for taking the time to express her concerns (Reference Complaint ID: *********.
  We kindly request that **************** contact her leasing office directly for further assistance.
  
  Thank you. 

• Initial Complaint

  Date:11/07/2022

  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.

  I have rented this house with Tricon since October 2021. On September 19, 2022, my home flooded (about 1/3 of the house had water under the flooring). I immediately filed a maintenance request. Over the next few days Tricon sent out 2 contractors who concluded the gutter and drain were defective and needed to be replaced. NOTHING WAS DONE TO FIX THE GUTTER OR DRAIN, as Tricon's own contractors suggested.On September 29, 2022 ten days later my home flooded a SECOND TIME, due to Tricon not fixing the gutter/drain issue. This time TWO THIRDS of the home flooded and I had standing water in the master bath and master bedroom. Once again I filed another maintenance request. This time Tricon sent out a contractor who ONLY replaced the floor and did NOT fix the gutter/drain issue outside which was the cause of BOTH floodings. Today, SEVEN WEEKS LATER, Tricon has still failed to do ANYTHING to fix the gutter and drain issue which caused these floodings. Last year Tricon had EXCELLENT customer service and would respond to maintenance requests within 1-2 days. But a year later? For some reason their customer service has HIT ROCK BOTTOM. I am now consulting with a lawyer. We have another Tropical Storm headed to ******* so I'm likely to now have a THIRD flooding due to Tricon's failure to fix these issues. I have been in continued contact with ***************** (local ******* representative for maintenance request) and she has done NOTHING to fix this, despite numerous emails and phone calls over the past few weeks. I informed her I'm contacting lawyers but still no response. My patience is at an end.

  

  Business Response

  Date: 11/14/2022

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

• Initial Complaint

  Date:11/02/2022

  Type:Product 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.

  -10/9/22 -- I sent an email asking management to intervene regarding our neighbor's nightly music. We had asked the neighbor 3 times previously over a week. We had lost the use of our bedroom at night due to the recurring nuisance. I had been injured from the constant bass noise and disturbed sleep: pain, fatigue, brain fog, tremors, inability to get up, inability to feed myself, inability to bathe myself. Documentation was attached.-10/10/22 -- Former manager *************************** forwarded the request to CM ******************************* and ACM ************************* and asked them to reach out that day with a plan of action. No response from either of them. -10/20/22 -- Followed up with another email of continued disturbances and attached documentation. ***** responded by asking ******* and ****** to resolve the issue that day. No response from either of them.-10/21-22 -- Followed up with another email with continued disturbances and attached documentation. No response from **************************, or ************* -10/26-22 -- ********* communications to ******************************* but did not receive a response from Tricon Residential.-10/29/22 -- Followed up with another email to **************************, and ****** about the continued nuisance, loss of use of the bedroom, and injuries. I requested to know the name of Tricon's representative agent at the ****** since this may progress to small claims court. No response from any of them. I have left 4 voicemails with the on-site security company Alliance Security but have not heard them address the issue. The music still plays 40 minutes after calling them.Documentation is in the form of video recordings which are not supported by the option to upload. I can provide them by another method if requested.Settlement: I would like a pro-rated credit to our rent equal to each day the unaddressed nuisance occurs along with a self-pay hospital rate of $150 to cover 1 additional physical therapy visit for each week this continues.

  

  Business Response

  Date: 11/04/2022

  We would like to thank ******************** for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  
  ******************** contacted our office due to the neighbor in unit #**** having loud music in late hours of the night. 
  The tenant in unit #**** had a sound bar in her bedroom where the noise traveled through the walls. 
  The resident in unit #**** was informed of the noise level; they then moved the sound bar into the living room to minimize the noise level. 
  Unfortunately, moving the sound bar into the living room was still causing noise level to travel through the neighboring wall of ********************** unit. The resident in #**** was asked to minimize the volume and to turn off the bass and subwoofer settings. The resident in #**** was understanding and willing to cooperate with the suggestion. 
  
  On 11/03/2022, Manager (*******************************) spoke with ***** (2nd person on lease) and she was given this information and was satisfied with the current actions taken. ******* also called ******************** and reviewed the protocol measures taken by the office and he was asked to please contact security or to let the office know if the issue continues. 
  
  Both residents were satisfied with the communication, our team following up with them again in the next 72 hours. Thank you. 
  
  

  Customer Answer

  Date: 11/04/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, 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.

   

  It is otherwise still unsatisfactory to me that the office would take a month to respond after calling and emailing multiple times. I would like to see that shortened to 24 hours in the future. It seems management would not have responded if my wife had not gone in-person to talk with *******. Without a response, we would otherwise *** in court due to damages arising from management's tolerance of a nuisance. This seems to coincide with the departure of the assistant manager whose office duties then fall onto the lone manager. 

  
  
  Regards,
  
  *********************************
  
   

  
  

• Initial Complaint

  Date:10/31/2022

  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.

  On August 6th, our large master bath window was broken out. We made a report with maintenance immediately but it wasn't until August 9th that anyone came out. When they did, they put a thin sheet of plexiglass with screws and caulk, closing out the maintenance ticket and since then we have had issues with cooling and heating our home. We called multiple times to the maintenance department, our call was escalated to a maintenance supervisor with no return call multiple times, and we called customer service who told us they couldn't do anything, who escalated the call to portfolio managers that never returned our calls, and then we finally got ahold of ****** who said finally on October 31st, 2022 that our issue would have to go through maintenance. This is the second window and second complaint we've had to file. The first complaint was about the first window that was broken, it wasn't replaced for almost 8 months and was broken the day we moved in. The several days where no one responded to a broken window, we did our best to cover the window but a pest infestation started. My wife and two older children have been sick basically since this event and Tricon does not want to take responsibility for it.We requested a credit of one month's rent for the pain and suffering of this issue alongside getting the window replaced finally and pest abaitment but the local maintenance manager said that no one would do that and refused to submit our request in about it.Tricon conveniently has no records of our escalations or how many times we called about it. We were told that as a way to say that we are lying. Which is incredulous by a professional company.At this point in time, the maintenance department has dispatched work orders for the window again and the pest abaitment but is being uncompromising on the rent credit request.

  

  Business Response

  Date: 11/02/2022

  We would like to thank ************ for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  On 8/9/22, maintenance received an after-hours work order for a broken bathroom window. On 8/10/22 at 10:00am, our vendor installed plexiglass as a temporary repair due to the turnaround time on the oversized glass. Upon completion of the emergency repair, the Field Maintenance Coordinator, *************************,mistakenly closed out the work order, causing the permanent replacement to fall through the cracks. 
  ************ and his ***resident contacted Centralized Maintenance on 10/31/22 about the window and were transferred to Shefford.  They informed Shefford that their utility bills have increased due to the plexiglass and requested free rent due to pain and suffering.
  ******** assured the residents that he would have the window replaced **** and would submit their bills for a concession but could not guarantee free rent. ************ and his ***resident also stated that they had had another broken window since moving in that has not been replaced and they have had to deal with roaches as a result. ******** asked the resident if theyve been contacting maintenance about their issues, and they stated that they have been contacting a local Field Super. ******** reminded them of the proper way to call in work orders and to follow up on them.  A window replacement has been ordered. We are currently awaiting an ETA due to the oversized glass. We will follow up with ************ as soon as we have this. Pest control was scheduled, but the vendor was not able to access the home as Me. **** was out of town. 
  Our team has contacted ************ to discuss his concerns further and notify him that a concession for their troubles will be provided but have not been successful in reaching him.
  We kindly request that ************ please contact our team as soon as possible. Thank you.

  Customer Answer

  Date: 11/02/2022

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

• Initial Complaint

  Date:10/30/2022

  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.

  Today, 10/30/22, is exactly 30 days since I turned over my keys and apartment unit at ******* *******. I paid a deposit of $2259 at move in and have not received my returned deposit nor have I been able to get a response from the apartment community regarding this. I emailed the Asst ********************** Manager and also sent an email via the Tricon resident portal on 10/27 and have not received a response. ******* law states that the security deposit as well as the itemized breakdown of any deductions be sent to the tenant within 30 days of vacating the unit or the tenant may be rewarded up to 3xs the security deposit amount. I am at the point where legal action may be only option since I cannot seem to get any communication from this Tricon Community regarding this matter.

  

  Business Response

  Date: 11/01/2022

  We would like to thank **************** for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  
  Our team has contacted ************************ and has notified him that our accounting department issued the refund on 10/31/22.
  
  We sincerely apologize for the delay and for any inconvenience **************** experienced as a result of this delay.
  
  As always, we remain available should **************** have any further questions or concerns. Thank you. 

• Initial Complaint

  Date:10/27/2022

  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.

  I recently vacated the rental home of this company and was charged a cleaning fee of $250 plus a remote access fee of $35. I reached out to the Operations Manager and was told I would receive my full refund. That promise was 57 days ago. When I try to reach out to them, I am now being ignored. They scheduled an inspection at 6am on my last day when it was agreed upon by them that their inspector would contact me prior to the inspection. I was out of the home at 11am. The inspector took photos of the home at 6am and when I was through with the cleaning of just the kitchen sink and a closet, and also returned the remotes for ********* was still charged for these items that they did not have to do themselves. I would like to report their bad business practices and I will be seeking legal counsel to have them return my full deposit.

  

  Business Response

  Date: 11/01/2022

  We would like to thank Mr. ***** for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  
  Mr. ****** deposit had already been processed by our accounting department and he received a check for $2338.50 on 9/20/2022.
  Mr. ***** disputed charges for trash out and final cleaning as he did not have the opportunity to finish. 
  There were a few discrepancies with the move out scheduling and emails, therefore our team decided not to charge Mr. ***** for the cleaning or for the garage remote. 
  
  At this time, we have reversed the charge for the cleaning and garage remote. 
  An additional check was requested and sent in for the additional amount to be refunded.
  
  We apologize for the delay and miscommunication and appreciate Mr. ***** providing us the opportunity to rectify the situation.
  
  As always, we remain available should Mr. ***** have any further questions or concerns. Thank you.

• Initial Complaint

  Date:10/24/2022

  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.

  I spend **** a month on a rental that I can't get a manager on the phone. I have tried for over 6 months requesting to speak to someone over repairs that need to take place including multiple security hazards and safety issues. I have made it clear that I don't feel comfortable with an individual entering in my household without me being present, Tricon made an attempt to send someone over 3 months ago to fix issues that should have been taken care of prior to me moving in back in December. The gentleman called me up and asked for me to unlock the door so he can fix the issues I have requested. I expected a scheduler to call and determine a time and date for me to meet this person, to assume it is ok for someone to just come to my house and enter without me being present is not ok at all. I denied him permission informing him his scheduler never called and requested he go back and ask his team to go about this the right away. He said "ok" and hung up. My door has nothing preventing someone from taking a butter knife and prying it open, my garbage disposal hasn't worked, my sink upstairs hasn't worked since we moved in after asking for it to be replaced, the dishwater went down spewing water all over the place and the on call guy informed me there is nothing he can do since its after hours, a storm came through and rainwater was pouring through the frame in the master bathroom, the upstairs AC is leaking through (evidence shows in the master bedroom roof, watermarks getting worst), downstairs basement walls appear to be cracking and much more. I have notified schedulers when they called asking they escalade this to a Manager. What I got was a notice on my door given me options for evictions if I didn't pay my rent. This came a day after my rent was paid. Im reading some other concerns of fellow renters and I see I'm not the only one, if they can refuse calling me and fixing their issues do I have the right to refuse pay?

  

  Business Response

  Date: 10/29/2022

  We would like to thank ****************** for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  We would like to extend our apologies to ****************** for the inconveniences he experienced due to this frustrating situation.
  Our team has contacted ****************** directly to discuss his concerns and have created work orders for the work ****************** requested.
  Our team scheduled the work with one of our technicians, making sure that it would be at a time ****************** would be present.
  
  We thank ****************** for his patience and for providing ** with the opportunity to rectify the situation.
  
  As always, we remain available should ****************** have any additional questions or concerns. Thank you.

• Initial Complaint

  Date:10/23/2022

  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.

  On May 1, 2022, I signed a lease to rent a house at ***** ********, *********************************** through TriCon Residential. The house was severely damaged by Hurricane ***, as a result it became unlivable. TriCon was notified by me on September 28, 2022, and I was promised a return call from the property manager, that return call was never received. I called again on September 29th(twice), October 1st,2nd twice) 3rd, 4th and 6th all with the same promise-the return calls were never received. My phone keeps track of calls received and there were no return calls from the TriCon property manager. Also, no voice mail messages were left by them. I emailed the person who was supposed to be the supervisor of the property manager on October 5 to complain about the poor service I was receiving and did not receive a response.On September 17, 2022, I sent an email requesting a refund of three days of the rent from September, the entire month of October and my security deposit and have not received a response.The lease states that if the rental becomes untenantable the lease is cancelled and that prorated rent is to be refunded. It also states that the determination is totally at the discretion of the lessor. I am attaching photos that show the damages.Thank you for your efforts on my behalf.

  

  Business Response

  Date: 10/29/2022

  We would like to thank ************** for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  
  Due to hurricane damage, ************** called in on October 3rd and submitted a work order about the roof and Lanai ceiling. ************** notified us that all the carpets were wet throughout the house. Due to severe flooding in that area,our team was not able to get access to the home until October 11th.
  Our team was waiting for our vendor to provide us with a bid but unfortunately,we did not receive the bid in a timely fashion as there were several outstanding issues in that area due to the hurricane. Because of this ************** had vacated the home as he considered it uninhabitable.
  After reviewing the photos that our technician took, we would agree that ************* could not stay in the home.
  
  We sincerely apologize for the lack of communication and the delay in investigating this matter.
  We will be issuing a refund of the deposit, October rent and the few days in September.
  
  We thank ************** for the opportunity to rectify the situation and wish him the best in all future endeavors.