Complaints

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:04/15/2024

  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.

  Trinity management had been renting out my property since 2019.The last tenant had moved out as of March 31st, 2024.After the property had been vacated, the property management told me the neighbor had broken the back door of my property when the tenant had hired him to cut the grass, I reaches out to the neighbor next door who said he had never spoken with anyone from Trinity management and had not caused the damage. I called TM and they said that damage had happened after the tenant left so they were not responsible. I am unable to reach them over the phone, after several emails and phone calls, I have tried to find resolution to this problem, they have a security deposit from the tenant but they claim the damage happen after property was vacated. I believe they are lying to me and probably have no security deposit from the tenant or also are keeping the tenant security deposit.

  

  Business Response

  Date: 04/16/2024

  ***************** has made quite a bit of assumptions in her complaint. She accuses TM of" lying to her" and ignoring her emails and phone calls.
  We have communicated to ***************** and given her videos of the door that was in tact when tenant left and neighbor admitting he cut the grass with an edger.
  She also received numerous photos of the property after tenant vacated.  ****** left the property in excellent condition.  
  As I mentioned to ***************** TM will deduct $100 from tenants security deposit due to the tenant removing 4 rose bushes without permission.  See attachment
  Lastly, ***************** admitted her son attempted to remove our contractor lockbox but was unsuccessful.  When TM went to remove it, it was removed and missing.
  She will be charged $13.16 from her $100 of the security deposit.  Tenant will get the remainder of the security deposit since the property was left in great conditions with minor wear and tear.

  PS. I have attempted to download photos and videos of proof to my response, however, your system keeps declining my photos and video.  

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21579696
  
  I am rejecting this response because:

  Again, as I said before to Trinity Management, nobody has assumed responsibility for the damage, and it happened with tenants approval for the neighbor to cut the grass, wether or not it was accidental that is not the issue. Neighbor wouldnt cut the grass after the tenant moved out, what would be the point? 
  TM has not send me any time stamped videos as I requested, video is showing bathroom and door, with camera flash on and does not have any time stamped on this. ** sent another video with supposedly the tenant talking to the next door neighbor about the door damage which he denies because the lawn mower he uses is not motorized and he states that he couldnt have damaged it while being so far away from the door. 
  TM refuses to call me back, I have left several messages requesting time stamped videos for proof but they refuse.

  Also, the lockbox was left at the door as *****, who works for them, had requested. My brother got the key to the house and went inside but the lockbox was left at the door as they requested. 
  
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/18/2024

  I have successfully submitted emails to *********************************************** with videos we sent to *****************.

  TM has communicated to ***************** several times regarding this matter.  She still continues to state "we are lying to her" and continues to believe the neighbor whom she has never met.

  I'm happy that she got the BBB involved. We will no communicate with her in this matter due to her accusations and assumptions she continues to make towards TM.

  She will receive the amount of money from the security deposit mentioned in the previous response.

  At this point, TM would like to request this matter be closed.  We have sent emails, photos and proof of communication with ***************** and the BBB.

  She may not agree with our decision, however, I do wish to keep going back and forth.

  Thank you

   

  Customer Answer

  Date: 04/19/2024

   
  Complaint: 21579696
  
  I am rejecting this response because:

  Trinity Management is claiming they have provided videos as evidence that cannot be verified, they are claiming that the tenant left the property in good condition, there is no evidence of such Videos with no time stamp on them cannot be verified I have asked for those repeatedly without response, they are not acting in good faith. I believe they are not interested in giving any money back for damages because I have decided not to continue doing business with them, therefore they could care less about keeping a business/client relationship in good standing. ******************************* has refused to answer my phone calls and that is why I have made this complaint.

  Here are more pictures of how the tenant left my property.
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/19/2024

  Attached Images 

  

  Business Response

  Date: 04/23/2024

  Please see attached images. 

  Customer Answer

  Date: 04/23/2024

   Trinity Management has not provided me with any verification of the videos they sent from the tenant as to ascertain the status of the door prior to the tenant leaving And on said video one cannot see the condition of the door panels, it is dark and with the phone light shining on it one can not see. 
  How can BBB consider this matter closed? 

  Customer Answer

  Date: 04/23/2024

  Trinity Management has failed to provide the verification of this video or time stamp to ascertain when it was made.

  Furthermore, One cannot see the actual door pannels that are damaged The video is dark and one can see the phone light reflecting on the door but no details on it. 
  How can BBB consider this matter closed? 

• Initial Complaint

  Date:03/29/2024

  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 submitted an application with them over a week ago and they refuse to answer my emails or my calls. The applications are supposed to be completed in lessor time than that. When I call they refused to answer and a few occasions pick up the phone and hung up on me but when I called from another number they answer and said they would look into it. ****** heard anything sense and now the house I wanted is gone. Very poor business and customer service

  

  Business Response

  Date: 04/12/2024

  Trinity Management is a professional company.  We are not in the business to "hang up" on individuals. When no one is in the office to answer calls, calls automatically transfer to my cell.  On many occasions, it's difficult to hear the person speaking or they can't hear me.  This is exactly what happen when complainant called on March 28th at 11:27 am. I answered and she couldn't hear me and she hung up.  She then called back at 11:34 and the line connection was clearer. I explained to her I wasn't in the office and someone else would call her back and update her.  ***** did call her back and and no one answered.

  ************** submitted application online on 3/19/24 at 12:29pm.  TM ordered the screening at 1:18pm on 3/19/24 (Ordering screens on applicants cost TM). TM sent email at 9:53 am on 3/20/24 for ************** to submit her information required to verify her income.  She replied to the email on 3/24/24 @ 10:01 am. and submitted her paycheck stubs. (after business hours)see attachment

  The following business day, March 25th, we received a deposit on the property she was interested in.  

   

  

  Business Response

  Date: 04/15/2024

  Date Sent: 4/12/2024 2:47:19 PM
  

  Trinity Management is a professional company.  We are not in the business to "hang up" on individuals. When no one is in the office to answer calls, calls automatically transfer to my cell.  On many occasions, it's difficult to hear the person speaking or they can't hear me.  This is exactly what happen when complainant called on March 28th at 11:27 am. I answered and she couldn't hear me and she hung up.  She then called back at 11:34 and the line connection was clearer. I explained to her I wasn't in the office and someone else would call her back and update her.  ***** did call her back and and no one answered.

  ************** submitted application online on 3/19/24 at 12:29pm.  TM ordered the screening at 1:18pm on 3/19/24 (Ordering screens on applicants cost TM). TM sent email at 9:53 am on 3/20/24 for ************** to submit her information required to verify her income.  She replied to the email on 3/24/24 @ 10:01 am. and submitted her paycheck stubs. (after business hours)see attachment

  The following business day, March 25th, we received a deposit on the property she was interested in.  

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21502743
  
  I am rejecting this response because: The statements that are made in this response are somewhat untrue.  Beginning with someone called me back.  I never received a call back until after this complaint was filed.  At that point I was apologized to and told that the property was already taken and they should have contacted me earlier.  I was then texted an erroneous list of properties that were available not in my area or price range.  Also, I replied with my check stubs on 3/20 not 3/26.  Please see emails attached.  I also kept following back up as I would not get calls answered as well as emails responded to.  Please see attached emails. They were negligent in responding to me in a timely manner and for that reason I should receive my fee back.  I was following up promptly due to the fact I was in a time crunch to move.  I have also attached the screenshot of me calling them on 3/28 and was told I would be contacted and never was contacted.  They never contacted me via phone until this was filed. I would not file a complaint if things happened as they listed. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/15/2024

  She may not agree with my response, but I submitted enough evidence on this situation.

  So we will have to agree to disagree.

  We ran credit and background check on the 20th.  We are charged a fee for those services.

  We will not refund the $50 charge.  

   

  Customer Answer

  Date: 04/15/2024

   
  Complaint: 21502743
  
  I am rejecting this response because: If anything was ever ran I was never informed by phone, email or any other communication.  Please show proof that shows that I was informed about any of these actions. 
  
  Sincerely,
  
  ***************************

  

  Business Response

  Date: 04/16/2024

  Please view attachment showing we ran tenants screening on 3/19, which we were charged.

  Customer Answer

  Date: 04/16/2024

   
  Complaint: 21502743
  
  I am rejecting this response because: The problem was not that nothing was ran.  The problem is nothing was communicated at all to the person who paid for the information to be ran.  I never received any response until I contacted the BBB. The only communication that I received was when I called the first time as was told to forward my check stubs.  Never received any other communication unless I called as I did initially until this complaint was filed. 
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/16/2024

  Hello,

  I am trying to figure out why this complaint was closed due to the fact that I submitted things that made the complaint valid.  I never received any follow up from this company at all.