ComplaintsforTricon Residential

• Initial Complaint

  07/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We are getting ready to enter our second year of renting with Tricon. We currently live in a residence with ***. An amenity we have access to is the community pool. The community pool is in a locked gated, requiring access to a pool card. Each residence is given a pool card. The issue began at the end of May 2024 when the *** deactivated our pool card. upon contacting the ***, I was informed that there is an outstanding *** due balance. *** fees are factored into our rent and will be handled by Tricon Residential. Several texts have taken place with **** who is the manager of operations for Tricon and issues have yet to be resolved. Contact has been limited now with no responses. I have called residential services and have been told that the person who handles the *** will call me back. They never call back. This is an amenity we are paying for and Tricon should make right on it. I have exhausted my options by trying to communicate to them and that is not working.

  

  Business response

  07/17/2024

  We would like to thank **************** for bringing his concerns to our attention. (Reference Complaint ID: *********
  We would like to extend our sincerest apologies to **************** for the lack of communication he experienced with our team when voicing the issues he was having accessing his HOA amenities.
  Our team spoke with Mr. ******* HOA and confirmed the dues were paid. Unfortunately, there was an error on the HOAs part in which they mistakenly did not **** the dues paid.
  They have rectified the error and **************** has regained access to his amenities.
  Additionally, we have added a $300 concession to Mr. ******* ledger for the time he was unable to access his amenities.
  We appreciate **************** working with our team to address his concerns and as always, remain available should he have any additional questions or concerns. 

  Customer response

  07/17/2024

  
  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

  07/09/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 7/8 I received an email from the collections department of Tricon Residential advising we have not paid our rent. Upon reading the email we made several attempts to contact Tricon Residential via phone and email. Our rent has always been on automatic payment and have statement showing pre authorization for the rent amount previous months. Logged onto the resident portal and noticed the bank information previously in the account was completely gone. When attempting to add bank account information which have recording of it started to change the numbers entered and did not proceed since thats not the account # and dont wish to have any further issues. Also we are not able to just pay the rent on portal, they are requesting to be paid late fee and $54 for having to send the notice and the site only allows for payment of full balance due. Again we try to reach via email and phone no answer. This afternoon someone posts a notice on the door stating we are past due and they have not heard from us so they are giving this notice. The note also indicates left at residence due to us not being there. 100% incorrect, both of us were home however otherwise occupied. I Have ring doorbell which shows video the person delivering the notice does not knock or ring bell, just post the notice, takes a picture and leaves. Again today we have emailed them, called to no avail. We have not heard directly from anyone at Tricon. They just sent the email stating they will cease the property in 3 days and then sent someone out to post notice on the door. I have had to do some research and found corporate address to mail payment to and will be doing so through the chase site. However we do need someone to Tricon Residential to contact us about this late fee and how the previous automatic payment authorization and bank account information seems to have disappeared from the portal system and their unprofessional actions. Cant answer email or phone but can send someone to our home?

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rented a home from Tricon for a year. I paid a security deposit of $2199 and an additional $600 pet deposit. I recently moved out and paid to have professional carpet cleaning ( as requested per Tricon) and had the inspection done. During the inspection the worker from Tricon said it was the absolute cleanest hed ever seen and was impressed. He specifically said there will be no charge backs and Im extremely impressed Ill be bragging about this all day. Well I just got my move out statement back and they took out $838.20 for carpet damage due to pet. ( although he checked the carpet and said it looked great ) and they charged $330 for pest control due to roaches which again is outrageous as the place was extremely clean. Im not sure how you could even charge that and claim its my fault? The place was spotless.

  

  Business response

  07/03/2024

  We would like to thank ********************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  During the pre- move out inspection, a member of our team advised ********************** that he was unable to see the carpet due to it being covered with area rugs and furniture. After ********************** vacated the home, the carpet was pulled to reveal several pet stains. ********************** did not provide a receipt for professional carpet cleaning per the lease agreement. Our team also found that the home was also infested with German roaches, however, as our team does not have any photos of the bug infestation, we will be reversing the amount. Our team is currently revising the move out statement and has notified ********************** of the revision. 
  
  We appreciate ********************** providing us with the opportunity to work towards a resolution and wish her the best in all future endeavors. 
  
  

• Initial Complaint

  06/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am leasing through Tricon Residential. When I did the inspection the house was a little dirty but when I first started seeing things such as the bathtub faucet having a nasty substance on it. Part of the carpet wasnt seated down. Then, out of nowhere we started having ********* ants. I submit a maintenance request and pest control came out. Then, not even a day the problem got worse. When I did further investigating and there chunk of drywall missing behind the stove where there is an open area for bugs and ********* ants. I let the portfolio manager and the superintended know. Then I never got a clear and answer. I then notified Tricon, the property manager never reached out. They just are sending pest control again when it should be maintenance issue. I am paying 1700 a month for a place that has issues and pests.

  

  Business response

  06/28/2024

  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 to further assist ****************.
  
  We appreciate his patience and will contact him directly once we have further information. Thank you.

  Customer response

  06/28/2024

  
  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. 
  

  To note: I was contacted by one of the Senior Managers and he is getting with the team to resolve my issues. 
  
  Regards,
  
  *****************************
  
   

  
  

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am renting from Tricon Residential, last summer we had an issue with the ** not cooling the house. It took all summer, many calls and tickets opened (that were canceled or closed unexpectedly) for September to roll around and them to say they "fixed" the issue by putting vents on the roof.It is ***** the outside temperature has reached 92 outside and it has been 79+ in the 'coolest' room in the house.I have opened a maintenance request, and their maintenance guy came did a few things to 'resolve' the issue, however, the issue remains. I have tried calling them many times and cannot get in touch with anyone on their requests number.

  

  Business response

  06/24/2024

  We would like to thank ************** for bringing his maintenance concerns to our attention. (Reference Complaint ID: *********
  
  Our team dispatched a vendor to the home on 6/19 to see why the home isnt cooling. Our vendor mentioned the rooms on the right side of the home are cooling down to 71 degrees but the home on the far side from the unit is having a hard time cooling. The vendor is currently working Mr.***** to see if we need a more powerful blower to help push air through the ducts or replace the ducts on the far side of the home to help push more airflow that way. One other option could be to reinsulate the entire attic to help keep the heat from seeping into the home.
  Our vendor returned to the home on 6/21 to perform tests to verify what the best possible resolution is. We will ensure to remain in contact with Mr. ***** to ensure that the issue is resolved and that the home is cooling evenly throughout the entire home. 

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have been staying in the residence for 5 years and we have had continuous septic tank problems. The last 3 times that the septic workers came, they notified Tricon that our septic tank is failing and it needs to be replaced. They never replaced it but did a patch job. January 2024, they had to come and pump the septic again and once again the worker stated that this should have been replaced before we moved in the home since it was due after ***** years of the home being built. He gave the septic system 1 month before it completely fail. Its now June and now our entire plumbing is backed up with sewage water and we cant go to work, go to our summer ************* sessions or let alone do dishes/cook because the water is rising everywhere in all plumbing. This really needs to be fixed as soon as possible. This is a health hazard and clearly nobody feels this is an urgent matter. We already know that nobody will accommodate our displacement since this isnt the first time and it wasnt accommodated the prior 3 times.

  

  Business response

  06/24/2024

  We would like to thank ************ for bringing her maintenance concerns to our attention. (Reference Complaint ID: *********
  
  Our team contacted ************ directly and notified her that our application to replace the drain field was recently approved by the municipality and repairs will be underway very soon. Our vendor will continue to pump the septic tank in the meantime to provide temporary relief while we make the necessary replacements.
  Additionally, our team followed up directly with the vendor that will be completing the repairs and advised them to expedite the work order.
  
  We appreciate Ms. ***** patience and remain available should she have any further questions or concerns. Thank you. 

• Initial Complaint

  06/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im in AZ and my AC stopped working the night of Saturday, June 15th. I called the emergency maintenance line which said the offices were closed and to call back at 6am pacific time. It is now past 7am pacific time on Sunday, June 16th, yet when I call the maintenance line it states Tricon is still closed (which the phone recoding states it opens at 6am). The Tricon website maintenance submission form is not working either. I have a small child and need some help fast. If they continue to not answer, I will be forced to buy a portable air conditioner and/or get a hotel room until it is fixed. In the past Tricon has been good about answering phones and getting things resolved fast. Not sure what is going on, but I need help fast. It is going to be 111 degrees today. Thank you.

  

  Business response

  06/25/2024

  We would like to thank **************** for taking the time to bring his maintenance concerns to our attention. (Reference Complaint ID: *********
  We would like to extend our sincerest apologies to **************** for the issues he experienced when attempting to reach our team.
  Our team has confirmed that **************** was contacted directly and will be reimbursing his hotel stay once the receipts are provided.
  We also confirmed that the **** is in working order at this time.
  We appreciate **************** working with us to turn his experience around and as always, remain available should he have any further questions or concerns. Thank you. 

• Initial Complaint

  06/15/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  There is currently a dead rat stuck in the attic floor boards of our house and the smell is unbearable. This is roughly the fourth time or so that we have had to contact Tricon for a work order to collect a dead rat. I submitted a maintenance request earlier this week and a local pest control company was sent to the house this past Friday. The gentlemen from the pest control company informed me that he would have to seek approval from Tricon in order to pull floor boards out of the house in order to find the dead rat. I reached out to Tricon again that same day and again today, Saturday. As usual for Tricon the first line of folks that you speak with on the phone do not have any authority to make decisions or fix problems that go slightly off script. I was assured today that I would receive a call in order to get a technician out to get the dead rat. No such call ever came and the service center can not be reached this late in the evening. The house smells of death and there are fly's in the living spaces. I understand that it is a Saturday but this entire situation was explained to a representative of Tricon over the phone that of course could not do anything except make a phone call to the ever elusive supervisors at Tricon. I do not want an some kind of dumb apology. Tricon is not my child and I do not seek to parent them. They are a bloated inefficient business. I seek results for simple problems with their property.

  

  Business response

  06/25/2024

  We would like to thank ******************** for taking the time to bring his maintenance concerns to our attention. (Reference Complaint ID: *********
  Our team spoke with ******************** on 6/21 and advised him that our vendor will be treating the entire attic for pest control, replacing the insulation, and sealing all entry points within the attic to prevent further activity.
  We apologize for the inconvenience this matter has caused ********************.
  Our team will continue to stay in direct contact with ******************** until the issue is resolved. Thank you. 

• Initial Complaint

  06/13/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  TWICE within a year, a back neighbor had a tree fall and destroy two fences, leaving limbs and broken fence planks around. Tricon Residential owns the home whose trees were in mine and another neighbors yard. The neighbor has been unwilling to help, and Tricon will not assist since I am not a resident. According to them, only others should be responsible for the trash their client lets fall wherever it pleases. As of now, the corner of my yard is full of tree debris, which was pushed further over into my fence when Tricon Residential had a team come out to clean their residents yard. My fence is still broken, which they took planks from that were laying down, to fix their own fence. This is a disgusting company with bad morale and horrible quality towards their residents and neighbors.

  

  Business response

  06/17/2024

  We would like to thank ****************** for bringing his concerns to our attention. (Reference Complaint ID: *********.
  We kindly request that ****************** please advise the tenants to contact our maintenance department directly as a work order is required for our maintenance team to enter the property and address these concerns. Thank you. 
  
  

• Initial Complaint

  06/13/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  the address that tricon owns that is causing me troubles is *********************************************************************************, it has too many trees my neighbors are not a problem but since they do not own this house is very hard for me to get in touch with someone that can do something about it, there is like three trees damaging our communal fence, please communicate to me

  

  Business response

  06/17/2024

  We would like to thank **************** for bringing her concerns to our attention. (Reference Complaint ID: *********.
  We kindly request that **************** please advise the tenants to contact our maintenance department directly as a work order is required for our maintenance team to enter the property and address these concerns. Thank you. 
  
  

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