ComplaintsforTricon Residential

• Initial Complaint

  11/04/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I moved out of the rental home owned by Tricon American Homes on 7/16/2024. On 2/14/2020 I I paid Tricon a deposit of *******. If I followed the move out rules I was to be refunded *******. Which I did step by step. Tricon sent me a refund letter dated 7/24/24 in the amount of ****** which I did not receive from ***** until 8/29/24 shortly after I called and asked the status of my refund. 1.5 months after moving out. I then sent a letter with another copy of the floor receipt on 10/03/24 because I could not get them on the phone. I was on hold for 1 hour and then chose #1 option for a call back. No call back was received. As of today 11/4/24 no response from them. I called and again today and again 1 hour wait after the hour I gave up. Their letter which was included with my reduced refund showed the following reasons for charge back of $562.50.$260.00 to clean the carpet. I had the carpet professional cleaned as well as the tile steamed by the same company. The receipt was left on the counter because they could not come out and do the walk thru on 7/14. They came after I moved. $112.50 for trash which was 2 pallets that I had against the fence because animals were coming thru the holes where boards were missing. Potted plants that were there when I moved in. Small stones which was a french drain I put in because the back porch was flooding because 2 drains had been covered with grass and dirt. $190.00 for damaged blinds. No blinds were damaged except the garage blind which was like that when I moved in. I am due the additional $562.50. This appears to be a poor tactic to keep what is not theres. I lived there 4 years and paid every month on time. I pressure washed the front of the house, Had monthly pest control through the entire lease, trimmed and raised the trees and maintain the yard nicely. They should have been there on 7/14/24. I did not sign the exit because I was not there. I was busy moving into my new home. I want my remaining refund.

  

  Business response

  11/08/2024

  We would like to thank Ms. ********* for bringing her concerns to our attention. (Reference Complaint ID: *********
  Following a thorough review of her case, our team has made the following updates:
  The $260 charge for carpet cleaning has been removed, as Ms. ********* provided proof of professional cleaning. Additionally, while the $302.50 charge for trash removal and blinds was initially valid, these charges have been reversed due to the delayed refund.
  The team has contacted Ms. ********* via email and voicemail to express apologies. The remaining refund has been processed, with the check mailed on 11/6/24.
  We thank Ms. ********* for her patience and request that she contact our team if the check does not arrive within a week. 
  

  Customer response

  11/08/2024

  
  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

  11/04/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Unable to get in contact with Tricon for being unable to pay rent through app.Unable to get in contact to put in 60 day notice.

  

  Business response

  11/05/2024

  We would like to thank Mr. ****** for bringing his concerns to our attention (Reference Complaint ID: *********.
  Our records confirm that Mr. ****** successfully made a payment through his portal on 11/4/24. Should he wish to submit his notice to vacate, he can do so by emailing *************************************************************************** 
  If Mr. ****** has any further concerns or questions, we encourage him to contact us directly. We are here to assist.
  
  

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am owed a refund of my security deposit and I am getting the run around in regards to the checks whereabouts. I have received a move out statement from Tricon residential letting me know the amount that is owed to me but they still have not sent my refund and when I try and call I either get hung up on or get the run around.

  

  Business response

  11/05/2024

  We would like to thank Ms. ****** for bringing her concerns to our attention. (Reference Complaint ID: ********* 
  We sincerely apologize for the inconvenience and frustration she experienced regarding her security deposit refund. We understand how important this matter is to Ms. ****** and regret the delays and lack of clear communication on our part.
  An internal issue caused an unexpected delay in processing her refund. However, we are pleased to inform Ms. ****** that the check was issued on 10/30 and was overnighted to ensure it reached her as quickly as possible.
  We appreciate Ms. ******* patience and, once again, apologize for the trouble this has caused.

• Initial Complaint

  10/25/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been with Tricon for 5-6 years. The companies North Carolina market is nothing short of amazing. HOWEVER, the North Texas market is HORRIBLE!!!!! There is an extreme lack of communication. You have to literally hound the property manager to get a response and then they still don't respond. You have to go through the 800# for then to literally message them real time.I followed procedure in providing a notice to vacate. I left in the middle of August however I still paid September rent on time. After repeated attempts I was scheduled for a walk through on 9/25. Everything was done, keys turned in. Issued closed. I was advised within 30 days ( Also Texas law), I would receive my security deposit refund.. I checked on 10/18/2024 via email and was advised the property manager will reach out to accounting and get right back to me. On 10/23 I sent another follow up email advising I have not heard anything back as of yet, was there an update? No response to the email so I decided to call in on the 30th day. After explaining my issue, the agent advised I would have to speak to the property manager. I explained further that my issue was due to no follow up communication and if there is someone else I can speak with. The agent hung up on me!! I called back asked for the agent again was transferred she answered, immediately placed me on hold, came back after 10 Minites and said email was sent to property manager and they hung up on me again. Its been 30 says and they have violated Texas law and all I am trying to do is find out about my refund. Their lack of professionalism is next level. I just want my security deposit back without going to small claims court.

  

  Business response

  10/31/2024

  We would like to thank Ms. ***** for bringing her concerns to our attention (Reference Complaint ID: *********. We apologize for the frustration she has experienced regarding her security deposit refund, and we want to assure her that we have been actively working on this issue and coordinating with our team to expedite a resolution.
  On October 18, Ms. ***** reached out to our team about her security deposit, and a representative responded the same day, informing her that the accounting department had been contacted for an update on her refund check. Due to a Yardi system update that week, access was limited, resulting in some delays. Ms. ***** also reached out on October 25 to our collections representative, who followed up with our regional team. Our regional team then communicated with Ms. ****** advising her of ongoing delays due to the system update and that we were still awaiting information from accounting.
  We have continued coordinating with our accounting team to confirm the status of Ms. ****** check and will provide her with an update as soon as we receive confirmation that it has been sent. We appreciate Ms. ***** patience and understanding as we work to resolve this matter promptly.

• Initial Complaint

  10/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had a maintenance appointment on October 16th. My two-hour arrival window was from 12:30-2:30pm. By 3:15pm, no one had shown up and I hadnt heard anything from the company, so I called. They told me it was going to be another ***** minutes before the technician could arrive. As this would put them there between 3:45-4:00pm, an hour and a half past my service window, I told them I could not do that because I had to leave. The lady informed me I could cancel but that I would be getting an email charging me for the cancellation. I asked how they could possibly try to charge me when the tech was going to be an hour and a half late to the two hour window they gave me. She said she completely understood, but that I would have to speak to a *************, the next day I did get that email, and I did call. I was told by an agent that they would have a supervisor call me within 24 hours. That call never came. I logged into my portal and saw that the charge was there, so I sent a message asking for it to be removed.The next day I logged in again, and instead of removing the charge, now they had added a SECOND $75 charge out of nowhere! So, I called again and was told a supervisor would call me back within 24 hours. Surprise, surprise, that call never came either. I sent another message asking for the charges to be removed or I would be filing a complaint. Since no action has been taken, I am filing this complaint so that this can be resolved ASAP. I would like BOTH of these erroneous charges removed from my account.I have lived here for 10 years, and in that time I have had ZERO late payments, issues, etc. You cannot give someone a two hour window, miss that window, and then expect to charge them for your mistakes. That absolutely will not hold up in court, which is the next place I am heading if this does not get corrected.

  

  Business response

  10/24/2024

  We would like to thank Ms. ******* for bringing her concerns to our attention (Reference Complaint ID: *********.
  We extend our sincerest apologies for the frustration and inconvenience this experience has caused. We understand her concerns and agree that she should not be held accountable for a situation that was outside of her control.
  We want to assure Ms. ******* that both charges have been fully reversed, and she should see this reflected on her ledger. We greatly appreciate her patience throughout this process and her loyalty over the past 10 years. Please know that we are addressing the communication issues internally to prevent situations like this from happening again.
  If Ms. ******* has any further questions or needs additional assistance, we encourage her to reach out to us directly. Thank you.

  Customer response

  10/25/2024

  
  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

  10/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On Sept/13 I sent payment for ****************** to avoid eviction and still appeared in count on Sept/17. Later that day of Sept/17 I received a called from a Tricon rep ******* ******* informing that she had received the full payment of $3,744 (Aug ******** On Sept/24 ******* left a voicemail stating of the $3,744 payment they received $1,500. Consistent conversation with ******* and I between Sept/24-Sept/26 about missing funds as I had indicated that 5 money orders were in the envelope totaling $3,744.While trying to locate the missing funds (proof was sent to ******* proving they were all purchased on same day from post office), I was given multiple directions from ******* mgmt team. I informed her I would look for the funds at my location and contact my friend whose house I stayed when I sent the money order on Sept/13 to see if misplaced there. The multiple directions on multiple days included Sept/24 to confirm if funds were left at friend house to mail, then on Sept/25 it was to go to the post office and cancel all 5 money orders and re-send, then on Sept/26 it was if found to not cancel (this point I had already paid the post office has required for them to do a inquiry to ensure funds were not cashed out before they issue refund). On Sept/26 ******* left a voicemail informing the **** team would issue a $200 credit for the ongoing issues with the account. The money orders were located at my friend house and mailed on Sept/30 and received by Tricon on Oct/7. I have not paid October rent because I was waiting on the $200 credit to reflect my account as told I would receive and have the late fee reversed due to this. I spoke with ******* on Oct/7 and informed they would not honor the credit because the missing 3 money orders were located at my friend house, however this was not a condition of the credit per the conversation and saved voicemail from ******* on Sept/26. I am seeking a credit and reversal of late fee, this should still be honored.

  

  Business response

  10/14/2024

  We would like to thank Ms. Ferguson for bringing her concerns to our attention regarding Complaint ID: 22394866. We truly appreciate her patience and want to address the issues she raised.
  We understand that the process was frustrating and involved multiple steps to resolve the missing money order issue. On September 17th, we confirmed receiving $3,744, but the account was placed on hold due to $411 in outstanding legal fees. On September 24th, after the legal fees were paid, we discovered a discrepancy—only $1,500 of the expected $2,743.65 had been received. While working to resolve this, we cancelled the eviction proceedings as a courtesy.
  Between September 24th and 26th, Ms. Ferguson was in communication with Jessica Mendoza, and we appreciate her cooperation in trying to locate the missing funds. Once the remaining money orders were received on October 7th, they were posted to Ms. Ferguson’s account.
  Initially, a $200 concession was offered as a goodwill gesture due to the inconvenience. However, it was later withdrawn when it became clear that the missing money orders were not misplaced by our team. The confusion stemmed from an internal clerical error, which led to incorrect information being provided.
  While Jessica Mendoza communicated with Ms. Ferguson based on the information we had at the time, the concession was revoked once we clarified the situation. In hindsight, we recognize this could have been handled differently, and as a gesture of goodwill, we will ensure the $200 concession is applied to Ms. Ferguson’s account to resolve the matter fairly.
  We truly value her as a resident and are committed to improving our communication and service going forward.
  Should Ms. Ferguson have any additional questions, we encourage her to please contact our team directly. Thank you. 
  

  Customer response

  10/14/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22394866, 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,
  
  Porschia Ferguson
  
   
  

• Initial Complaint

  10/05/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have been calling Tricon since August about my shower,the corking is showing mildew I fractured my toe in the shower because the drain part is not properly sealed and my toe got caught and thrown me to the shower bench I didnt try to get any legal action against them but I did called to put in a maintenance ticket one vendor came then another I called again and was told that someone would call me so now its October called again again I asked to speak with the property manager no luck again I even told them that my daughter came to visit and had a bad asthma attack we when to the ** and she was asked if the home have mold even with telling them that they still have not called I pay my rent on EV**Y MONTH ON TIME so Im just looking for my shower to be repaired not patched up like the first time they had came out back during the pandemic so please help I done want to endure the pain with my toe again

  

  Business response

  10/11/2024

  We would like to extend our appreciation to Ms. Campbell for bringing her concerns to our attention (Reference Complaint ID: 22384233)
  We sincerely apologize for any inconvenience Ms. Campbell has experienced. After receiving her initial request, we promptly dispatched a vendor to assess the issue and approved the necessary repairs. Unfortunately, when we attempted to schedule the follow-up work, it appears that we were unable to reach Ms. Campbell because her contact information had changed, and we had not been updated.
  We received Ms. Campbell’s updated phone number on 10/4 and immediately reached out to her on 10/7 to confirm that the vendor had scheduled the repairs for 10/8. We hope this resolved the issue and prevents any further discomfort for her and her family.
  Ms. Campbell’s safety and comfort are very important to us, and we regret any inconvenience caused by the delay. We encourage her to reach out to our team directly if she has any additional questions or concerns. Thank you again for your understanding.

• Initial Complaint

  10/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This company has not paid their *** **** on the property they own in the neighborhood. They are currently a several years behind, and completely ignore our requests for payment of $990. They do not answer phones or emails about this concern.

  

  Business response

  10/04/2024

  We understand your concerns regarding the unpaid *** **** for the property owned by our company in your neighborhood. (Reference Complaint ID: *********
  We sincerely apologize for the inconvenience caused.
  To ensure that this issue is properly addressed, please contact our team at ******************************* This will allow us to submit a formal request to our accounting department to review and resolve the outstanding balance.
  Thank you for your patience, and we appreciate your understanding as we work to rectify this matter.

  Customer response

  10/04/2024

  
  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 if they are able to finish the agreement of catching up on their past balance.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  Hoa Hcc
  
   
  

• Initial Complaint

  09/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been in this home since 2018. This house has flooded 6 times! This last flooding reported on the morning of 9/27 took 3 days for a vendor to come out. This vendor saw us earlier in the year for the same problem. This vendor also suggested laminate or vinyl flooring since this seems to be an ongoing issue & a huge inconvenience for us. Tricon immediately (literally while vendor was still on property) denied the laminate flooring. The reasoning is that they have to replace the floor with the original flooring. Today the vendor came out after just receiving the work order that morning (was placed Friday morning & received a call saying someone would be in touch). Again he is suggesting the laminate flooring. I called Tricon & spoke with a member of the maintenance team who then reached out to her supervisor. She called me back saying if we wanted vinyl flooring, we would have to pay for it. Now I dont know how that makes any sense. A house they own, which is causing us consistent ************* would have to pay for a solution that makes more sense. They also have raised our rent EVERY year, even though our house floods constantly. & they are not taking proper records of the work being done at our house. Someone came to look at the foundation & dug up the front of our house & sealed a crack but Tricon has no record of that. They are very hard to get in touch with & we are normally met with a lot of resistance. There was an issue with the ** unit when we moved in. It took the unit to go out 10 times between ************** for them to replace the unit, even though the vendors suggested it. They dont care that I have children or about any inconvenience issues may cause. With the rent, I was told it is based off the market but how is that fair to us that live here & having problems with the house, knowing that its hard to find a house with affordable rent. How is Tricon ok with charging higher rent knowing that this house is not up to code.

  

  Business response

  10/07/2024

  We would like to thank Ms. ******** for bringing her concerns to our attention. (Reference Complaint ID: *********
  We understand the frustration Ms. ******** has experienced, especially with repeated flooding and the inconvenience it has caused for her family.
  We take these matters seriously and have taken steps to ensure a long-term solution. Our foundation vendor has been dispatched to fully assess the property, and necessary repairs have been completed to prevent further leaks. The flooding incident that occurred following Hurricane ****** was an unfortunate result of the extreme weather conditions, as the basement is partially underground. However, we recognize the impact this has had on *********** living situation, and as a courtesy, we have replaced the carpet in the basement with luxury vinyl plank (LVP) flooring, per her request, to make future clean-*** easier and minimize disruption.
  Regarding Ms. ********* concerns about rent increases, we want to clarify that rental rates are adjusted based on the current market, and we understand how this can be difficult, especially when there are maintenance concerns. We appreciate her understanding that unfortunately, our team members do not have control over these adjustments.
  Should Ms. ******** have any further questions or need additional support, we encourage her to please reach out. We will continue monitoring the foundation to ensure that these issues do not persist and will remain responsive to Ms. ********* needs moving forward.
  We appreciate her continued patience and cooperation.

  Customer response

  10/09/2024

  I, ***** ********, reject your response:

  I must express my disagreement with your response, as the ***airs have been initiated but remain incomplete. It's difficult for me to accept that the work is considered finished when the floors are not done due to the pending approval of the foundation vendor's bid. Currently, my downstairs area is completely bare and is only the original cemented floor. The foundation vendor visited last week and submitted a claim for approval, which has to be approved. He also came on Monday to cut out part of the wall in what is essentially my bedroom and living room to inspect the foundation from inside the house. During this inspection, he discovered that the ventilation was still soaking wet. He left it to dry, expecting that Tricon would approve the necessary work, which includes removing trees to excavate the yard and digging a two-foot wall around the entire house to prevent further issues. This is crucial for completing the ***airs. Since last Wednesday, I've been living upstairs and sleeping on an air mattress in the upstairs living room. I've tried contacting the office but have received no response to my calls or voicemails. I have thanked them and am appreciative of the **** But am completely disappointed yet again in the time frame it is taking to get this done. The *** I spoke with said her main interest & concern was taking care of the foundation but how when you all are dms ragging your feet on the process and approvals. How is that fair to my family? 

  

  Business response

  10/15/2024

  Once again, we would like to thank Ms. ******** for bringing her concerns to our attention (Reference Complaint ID: *********.
  We fully understand Ms. ********* frustration and sincerely apologize for the delays and incomplete work on her home. Rest assured, her concerns have been acknowledged, and we are actively working to resolve the situation as quickly as possible.
  Regarding the foundation repairs, we recognize the urgency, especially given the condition of Ms. ********* downstairs area. We are awaiting approval of the foundation vendor's bid, which involves crucial work to address the underlying issues, including tree removal, yard excavation, and the installation of a protective barrier around the house. We are pushing for expedited approval and truly appreciate Ms. ********* continued patience.
  We also understand the significant inconvenience of living in an unfinished space and the impact this has had on Ms. ********* family. Her comfort remains a priority, and we are committed to completing the repairs without further delay.
  We will continue following up with both the vendor and our internal team to avoid any additional setbacks. Ms. ******** will be kept informed of all progress and next steps, and we encourage her to contact us directly with any immediate concerns. We will ensure her calls are responded to promptly.
  Thank you again, Ms. ********* for your patience and understanding during this process.

• Initial Complaint

  09/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am leasing a property from Tricon is *******. My property is a single story home, I have a 2 year old child and I am a teacher. We have been getting slammed with rain and my sunrooom flooded. Water came through under the door and through the seal to the left and right of the door. I contacted Tricon's emergency number nobody answered, I called again and nobody answered. When I finally did get in contact with someone they said the local office would call me, they never did. They sent a gen ********** to "view" what needed to be done. He advised the gutters need to be cleaned in addition to the door needing to be resealed + digging needed to be done to flatten out the property to help flooding. Also relocating the gutters, the man advised to me that he would submit the order and Tricon would get an order to approve. 2 weeks later it rained again and flooded again, I started the process over. Yesterday I get a 7 day notice stating I need to clean the gutters and maintain the sprinklers and manage the property other wise I will be evicted. I am not a professional landscaper nor do I even have a sprinkler system on my property. My boyfriend got up on a ladder and cleaned the gutters since Tricon clearly doesn't want to pay for this but what about the other items I was told would be handled. I need Tricon to respond to me and not with threats in the mail, I would like a manager or someone in charge to call me so we can figure out how this is going to go. Otherwise I will contact a lawyer.

  

  Business response

  10/01/2024

  We would like to thank Ms. ****** for sharing her experience. (Reference Complaint ID: *********
  Our team is currently gathering additional information to better assist her and will reach out directly once more details are available. We appreciate her patience.

*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. ↩