ComplaintsforTroico

• Initial Complaint

  27/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Troico failed to complete the home renovation. We have diligently tried to contact them to come and complete the work. We have deficiencies that have not been addressed, and we are being completely ignored.

• Initial Complaint

  16/11/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Nov 11,2022 On June 26th,2022 I entered a contract with *****************************, Troico Home Solutions to finish my partly renovated kitchen. I paid deposit of $4,047 on June 27th. The agreement was to have phase one completed the week of June 27th and phase two (the final phase) completed the week of July 11th. On June 29th a Troico installer came for 2 hours to look over the job site. He made a suggestion that would require ordering a new piece from a company called ******. I asked ******* to send me a quote and I would confirm if I wanted the pieces. I never got the quote.After July 28th she began taking weeks to get back to me after multiple text messages. Sept 8th, ******* texted me to say ****** would be delivering the panels Sept 15th or 16th. We booked installation Sept 19th. I followed up Sept 16th to confirm they would be coming and she told me she would call at 3:00 p.m. that day to confirm panels should be coming. She never called. She hasnt returned any of my 11 text messages from Sept 16th. I then began calling her and she picked up on November 3rd. On this call she tells me ****** has not even made the panels. She promises to call me at 6:00p.m Nov 3rd to confirm installation the following week of the pieces she does have. *** texted and called asking her to confirm the time and day of installation so that I can be home. ******* has not returned any of my calls or texts. On November 9th by text message, I gave her 24hrs to return my deposit. There has been no Response. She has breached the contract and I want my deposit back with interest.

• Initial Complaint

  05/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We first contacted Troico in November 26 about a small millwork job to our living and dining area. We were initially impressed with how quickly they were able to come up with drawing and design and decided to contract with them on December 16. After we paid our 50% deposit, they said it will take 6-8 weeks for the materials to be ready and 1-2 days for construction to begin. The 6-8 week timeline has long passed without any future updates. I have been following up with them at least once every month since then. They responded to one email and call in March 2022 where I asked them to revise the contract for additional electrical work. However, they are ignoring all emails where I asked for an update directly from the manufacturer for an update. They are no longer responding to my emails. I understand that the pandemic may have caused some delay with materials but it is still unacceptable not to provide any reason or responses, especially when they have been good communicators in the past.

  Business response

  14/06/2022

  ***************** signed a contract for supply and installation of white and oak cabinetry. We offered 3 types of in house made oak which would have has the project finish on time. ********** chose an oak that is not ************* with us but by a third party. This third party is delayed in producing the oak, we have explained this to ********* and made arrangements to deliver and install all parts made by us that are ready. She is in agreement with this. There is no further action required on this matter.

  Customer response

  24/06/2022

  
  Complaint: ********
  
  I am rejecting this response because the full scope of the project remains incomplete. While I appreciate the advice Troico has given at the start of the project and the steps the company eventually took to remedy the situation to date, the process for us to get to the partial install of the parts that Troico ************* has made us wary that the final steps of the project will ever be completed should the complaint be closed at this stage.

  We understand that delays are inherent to any construction project but there remains further action for Troico to take once the delayed parts arrived. We wish to have the final installation date confirmed and scheduled before the complaint closes. 

  
  Sincerely,
  
  *****************

  Business response

  11/10/2022

  Hello, Ive spoken to the client and they will mark this as closed now. They will be in touch this week. thanks
  

  Customer response

  14/10/2022

  Based on our last phone discussion with Troico, we were advised that the business will not move forward with any scheduling of work until this complaint is resolved. 
  
  
  In turn, we proposed a revised contract to address the communication challenges that have remained our primary concern since the beginning. We have been more than patient with any supply or staffing issues in the past year since we first contracted with Troico.
  
  
  We are now asking Troico to confirm in writing the following items as a possible resolution:
  -A due date for the project finishing
  -Should we pass the due date, Troico to communicate what the current state/progress of the project is, what is being done to resolve it and a revised due date.
  
  
  ****************** at Troico is following up with her team to discuss this option so we can resolve this case at the earliest opportunity.
  
  Sincerely,
  
  *****************

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