ComplaintsforTricon Residential

• Initial Complaint

  12/01/2021

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  We leased a property from Tricon for 29 months. During this period, we paid Property ****************** fees in the amount of $644.00. We have tried repeatedly to have Tricon acknowledge payment of these fees to no avail.When we signed our lease, it was stated that any and all POA fees would be covered by Tricon!

  

  Business response

  12/03/2021

  We would like to thank ************** for bringing his concerns to our attention (Reference Complaint ID: *********.
  
  We have confirmed that our regional team has contacted ************** directly to discuss the *** fees and have applied a concession in the amount of $220.19 to *************** moveout statement.
  
  We thank ************** for allowing us the opportunity to rectify the situation and wish him the best in all future endeavors.

  Customer response

  12/03/2021

  
  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

  11/23/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tricon (TAH Operations) is attempting to collect a debt from my wife and I that we do not owe. Last year we had to terminate a lease early due to a job move. We provided written notice several times leading up to our departure with no response. The first written notice was 8/27/20 in the Tricon Portal. We provided the notice the only way available, through the Residents Portal. We moved 1 month later on 9/24/20. That means they are able to charge us for 60 days prorated rent after move out, for the months of October and November. After months of attempting to contact Tricon. We finally heard from them because our November rent was past due, So at this point they began attempting to collect from us. They kept my security deposit for 1 months rent, and they are attempting to collect the equivalent of 2 additional months rent from us on top of that. I am not challenging that I owe them anything at all, I do owe them 1 months rent. But keeping the security deposit to cover 1 months rent, and asking for 2 additional months rent is a 90 day penalty, not a 60 day penalty as described in our lease. If they can correct this error, I would pay them, but their representatives are like robots and seem to have no ability to correct an error.

  

  Business response

  11/29/2021

  We would like to thank **************** for taking the time to express his concerns regarding the move out statement he received from Tricon Residential (Reference Complaint ID: *********.
  Our team is currently gathering information in order to further discuss the move out statement issue **************** has brought to our attention.
  
  We appreciate **************** patience and will contact him directly once we have additional information.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I made notice of my intent to end my tenancy in writing before 5pm on September 24th. At that time, though I was sending my notice to my lease agent (retention specialist) who I had last been in contact with in June and had every reason to believe was the correct person to give my notice to.I did not get response from her, and so I proceeded to make sure others were also emailed and forwarded the original I had sent on the 24th to ensure it was clear I had made notice to end my tenancy. My contract states that I only have to give 30 days' notice because I was a month-to-month tenant at that point. I finally got acknowledgment of my messages on the 27th - which means acknowledgement I had been trying to make notice since the 24th. Tricon then sent me their end-of-tenancy document to sign. This does NOT CHANGE THE **** THAT I HAD ALREADY MADE MY NOTICE IN WRITING on the 24th and then subsequently to others, trying to get some response.I requested my move-out on the 20th and paid through that date. September 24th-October 24th means only 4 days should have been deducted from my deposit to cover the remainder of the 30 days, because I had paid through the 20th. However, my final amount doesn't make sense by any way I cut it, and when I tried to contact the manager who had signed the check and is responsible for this process and result, ************************* just stopped responding to my messages.I was charged 'insufficient notice 12 days' - no explanation of this charge or the amount billed for it.I was credited for 13 days of rent, fee, and pool - why 13? This does not make sense with the timeline.I would like a full explanation of these charges and also to receive the appropriate deposit refund that I am owed.

  

  Business response

  11/11/2021

  We would like to thank ************** for expressing her concerns regarding her recent move out experience with Tricon Residential (Reference Complaint ID # *********.

  On October 18th, 2021 ************** ended her lease and moved out of the home

  On October 21^st, 2021   a security deposit refund check in the amount of $1,088 was sent to **************

  Upon receiving the move out statement, ************** contacted Tricon Residential to discuss the charges against her security deposit. These amounts were reversed and an additional check was sent on November 9th, 2021. We have confirmed the additional check for the difference ($465.04) has been cut and mailed to ************** as of November 9^th, 2021. We apologize for any inconvenience this has caused ************** and her family. We appreciate ************** for bringing this error to our attention and allowing us an opportunity to make things right.

  Customer response

  11/11/2021

  
  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 to receive the check for the remaining funds owed, and, when the check is deposited, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  10/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been trying to get my balance cleared since March. Their auto payment system didn't take my payment and caused a late fee which I requested to get removed. Then attempted to pay my rent with the amount i thought i owed but wasn't sure since they did not remove the fee in a timely manner which made me have to guess what the amount was. Then I was trying to pay my rent again but at the same time their Auto pay system decided to work and it caused me to double pay and caused one of the payments to bounce and caused more fees on my account. I spoke to a woman at the local office and she said to pay $153 and she would waive the rest, so i did. The rest never came off my acct. I called multiple times to get it removed and could never speak to anyone and left Vmails with no reply. I finally spoke to someone in the local office and she said there was no record of me calling but she did see the $153 paid. but since no record i am expected to still pay for the late fees due to their error

  

  Business response

  10/27/2021

  We would like to thank ******************** for taking the time to express her concerns regarding her recent experience with us (Reference Complaint ID: *********. At Tricon Residential, we strive to provide seamless customer service and we would like to apologize that we failed to meet her expectations as well as our own. Our team has contacted ******************** offline and has applied a concession to remove the late fees due to the inconveniences that were faced during this time. We appreciate Ms. ********* feedback, as it helps us enhance our processes and procedures in our continuous effort to improve and sincerely apologize for the inconvenience. We thank ******************** for giving us an opportunity to make things right. We look forward to serving ******************** in excellence the remainder of her residency.

• Initial Complaint

  10/19/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  03/16/2021

  

  Business response

  10/26/2021

  We would like to thank ******************** for expressing his concerns regarding his experience with Sorelle (Reference Complaint ID: *********.
  
               March 2021, ******************** submitted his application with Sorelle and was denied,during this time, the complex was not owned or operated by Tricon Residential
  
  Sorelles records indicate that the administration fee was returned to ******************** as of March 17th, 2021. Sorelle would like to thank ******************** for his feedback as Sorelle and Tricon Residential continuously looks for ways to improve, become more efficient as a company and respond faster to prospective residents.

• Initial Complaint

  10/18/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Ive been putting in a request since 9/23 to get my smart home repaired and **** refused to replied. 7 messages. When I contacted him and told him I will contact the Bbb he immediately replied as well as ***** but they have yet to schedule. She asked me for my phone number knowing she has my phone number because she just called. That was another reason to delay the repair. My pool service comes Tuesday but I made it clear we only use the pool weekends. The pool is back dirty by then. And Im paying monthly for the service. My pool has been cloudy for weeks its not safe to get in and no one has looked into it. And I have to pay for the service knowing I cannot use the pool. The cleaner did not come last week and nothing has been done. ***** tried to make it like its my fault the pool is cloudy because my filter was off 1 day. Tricon left my filter running since I moved in which increased my ****. They never replaced the broken timer. Cost me hundreds

  

  Business response

  10/26/2021

  We would like to thank ****************** for bringing her concerns to our attention (Reference Complaint ID: *********
  We would like to extend our sincerest apologies to ***************** for the lack of communication she feels she has had with our team. We strive to provide a seamless experience for our residents and are disappointed to hear we failed to meet ******************** expectations. Our team has contacted ****************** offline to discuss our findings regarding the pool as well as provide a second opinion from our preferred pool vendor. We have requested the dates to be changed to better fit ******************** schedule. We will continue to work offline together to ensure resolution as well as provide a direct point of contact should she need any additional assistance.

  Customer response

  10/26/2021

  nothing has been resolved. ***** emailed me but has not made any change. They refuse to respond to my emails. I reached out 7x and told them I was contacting the BBB 3x before they I actually contacted the BBB

   IF I DIDNT CONTACT YOUR AGENCY I WOULD STILL BE IGNORED

  I do not get assisted

  none of my windows in my house work.. I put in work orders but of course no reply

  i emailed ***** 2x last week and she ignored me. My pool filter has been on 24hrs since the day I moved in because of course it was broken, this increased my light **** $200 a month

   my timer just got replaced after months of living here and of course she didnt offer to prorate my rent. I am treated so unfairly and nothing has been resolved

   my sister is a Tricon resident and shes treated so kind and j think its because she is not mixed. I am always discriminated against, ignored, and having to pay for a 24pool timer, she still has not responded

   my rent is paid on time but I cant even get a reply to a work order

  i also have a text from the pool cleaner stating he was told to continue to survive the pool on his scheduled Tuesdays

  

  Business response

  11/07/2021

  Again, we would like to thank ****************** for bringing her concerns to our attention (Reference Complaint ID: *********
  We would like to extend our sincerest apologies to ****************** for the
  lack of communication she feels she has had with our team. We strive to
  provide a seamless experience for our residents and are disappointed to
  hear we failed to meet ******************** expectations. Our team has
  contacted ****************** offline to discuss our findings regarding the pool
  as well as provide a second opinion from our preferred pool vendor. We
  have requested the dates to be changed to better fit ********************
  schedule however the request will be made. Our team continues to be available for ******************. We will continue to work offline together to ensure resolution
  as well as provide a direct point of contact should she need any
  additional assistance.

  Customer response

  11/08/2021

  the property manager doesnt communicate

   my pool was not serviced last week and Im still being charged

   no schedule has been set For future services

• Initial Complaint

  10/14/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I filled a application for a rent home with tricon homes before applying I explained to the company I did fb and about my dog I gave them all my paperwork everything was fine than the lady that processed my application ( ******) took it upon her self to search my platforms and make a decision solely on my dogs appearance she denied us the rent house when I reached out to her to explain to her my dog isnt a PITBULL She continue to explain to me that his appearance looks like a pitbull I did explain to her that his breed is totally different than a pitbull she told me he had characteristics of a pitbull she went off of her own judgment not off what his paperwork says he is so I reached out to her supervisor and she told me the same that ******* looked at my platform on ******** and told me she made the decision totally off of her own decision that has no experience with different breeds of dog I told them they cant do that because there not the same dog breeds

  

  Business response

  10/20/2021

  We would like to thank ************** for taking the time to share her feedback regarding Tricon Residential pet policy (Reference Complaint ID: *********. We are very sorry to hear ****************** disappointment with Tricon Residential. We are committed to providing exceptional customer service and always strive to be as transparent as possible. During the application process ************** and the additional applicant checked a box stating they had read and agreed to our Terms of Agreement before submitting their completed application.Our Terms of Agreement details our Pets and Animals policy. As stated, the following dog breeds and types, whether full or mixed, are prohibited: American Pit Bull Terrier, American Staffordshire Terrier, Bull ******** ***** Doberman,Dogo Argentino, Pit Bull, Presa Canario, Rottweiler, Wolf, Wolf hybrids, any combination mix of the foregoing breeds, and any other breed or type that Landlord deems to have similar characteristics. We understand that there was some confusion regarding the type of breed that could be in the home, therefore we have submitted a full refund back to ****************** account. We have reeducated our staff, of the breed restrictions which may have been unclear to them, and we want to ensure clear communication with our customers in the future. Thank you.

  Customer response

  10/20/2021

  This is a lie the lady who did my application looked at my ************ platform and quot ( he looks like a pitbull) not once does ozz look like a pitbull more a bulldog we were judge from the jump its sad because Im sure they havent looked at anyones elses ******** account  they only refunded the $250 but I paid $354 this is a lie before I applied the lady who found us a home asked them about my dog they were fine the woman who does the application decide to look at my ******** and say no off of her judgment not paper work this isnt right 

  

  Business response

  10/28/2021

  Again, we would like to thank ************** for taking the time to share her feedback regarding Tricon Residential pet policy (Reference Complaint ID: *********. We are very sorry to hear ****************** disappointment with Tricon Residential. We are committed to providing exceptional customer service and always strive to be as transparent as possible. During the application process ************** and the additional applicant checked a box stating they had read and agreed to our Terms of Agreement before submitting their completed application. Our Terms of Agreement details our Pets and Animals policy as stated, the following dog breeds and types, whether full or mixed, are prohibited: American Pit Bull Terrier, American Staffordshire Terrier, Bull ******** ***** Doberman, Dogo Argentino, Pit Bull, Presa Canario,Rottweiler, Wolf, Wolf hybrids, any combination mix of the foregoing breeds,and any other breed or type that Landlord deems to have similar characteristics. We understand that there was some confusion regarding the type of breed that could be in the home, therefore we have submitted a full refund back to ****************** account in the amount of $349.98, which includes the application fees as well as the holding fees. Our records indicate the refunds were submitted on October 19th, 2021 and request ************** to communicate with her bank to verify the refund deposits. The refunds will appear as two separate deposits, one in the amount of $250 and the second in the amount of $99.98. We understand that our leasing representative gave ************** incorrect information and we have reeducated our staff, of the breed restrictions which may have been unclear to them, and we want to ensure clear communication with our customers in the future. We apologize for the inconvenience this miscommunication has caused ************** and remain available should she have any additional questions.Thank you again.

  Customer response

  10/30/2021

  
  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

  10/09/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DO NOT trust this company with your property. I have called in 3 times for a resolution to their tenants damaging my property with no response. In addition, they rent to felons with nasty attitudes and no respect or consideration for their neighbors. They have destroyed my mailbox and I can't even get it fixed because they refuse to move the basketball goal. Not to mention using my yard as a basketball court/football field. I am sure the next event will be a broken window. The police have been out and put a no trespass on them, but I seriously doubt that will stop them. This has been going on for almost 2 years and I have video footage to back up my claims.

  

  Business response

  10/21/2021

  We would like to thank ************** for bringing her concerns to our attention (Reference Complaint ID #: *********.
  
  Our regional team has communicated directly with ************** offline to address her concerns regarding the ongoing issues involving our residents.Additionally, we have requested our residents to make the necessary repairs to the damaged mailbox.
  
  We appreciate ************** providing us with an opportunity to address her concerns. We look forward to turning her experience around. Thank you.

• Initial Complaint

  10/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed a lease for property ***************************************** and scheduled an appointment for move-in inspection on Monday, October 4th 2021 at 11am. No one showed up despite my message confirming that they would still be coming after waiting an hour and a half past appt time. I waited Tuesday to see if I would hear from them again and did not so I called to ask how I would get my keys and garage door opener as well as document the damages to the home including gouges in countertop, scratched doors, broken screen, chipped cabinets, broken baseboards, etc. so I wont be charged upon move-out. The employee said that she would email the ****** office because their phones were not being answered but it is now Thursday and I still have received no help or response. Since I was not provided with keys, garage opener, move-in walk thru documenting damage, or any communication I am not sure if I should even move my stuff in yet and have no more time off of work for more appointments

  

  Business response

  10/16/2021

  We would like to thank ******************** for taking the time to share her feedback with us regarding her leasing experience with Tricon Residential (Reference Complaint ID: *********.
  
  At Tricon Residential, we strive to provide seamless customer service and we would like to apologize that we failed to meet his expectations as well as our own. Our team has contacted ******************** offline to discuss the failed move in appointment as well as address the concerns found in the home. Additionally, we have provided ******************** with a direct number to communicate directly with her team. We appreciate Ms. ********* feedback, as it helps us enhance our processes and procedures in our continuous effort to improve and sincerely apologize for the inconvenience. We look forward to improving Ms. ********* initial experience.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Tricon charged me $349.98 to apply for one of their rental properties, but due to their faulty "online only" process, I was not able to apply, but I was still charged the application fee. Their faulty online system is a nightmare to use so I requested to mail in the documents, but Tricon refused to receive them in the mail. As just one example of their faulty process, I uploaded pictures of 2 Drivers Licenses taken at the same time, with the same phone and uploaded using the same phone. One processed fine, the other was rejected twice. Tricon should be made to refund the entire $349.98 that was charged since their system is faulty and I was never able to finish the application.

  

  Business response

  10/12/2021

  We would like to thank ************** for taking the time to share his concerns regarding his application (Reference Complaint ID: ***********************************, we consistently apply the same responsible applicant screening criteria to all applicants in full compliance with all applicable state and federal fair housing requirements. To ensure a fair, consistent and appropriately rigorous review in all cases, we retain a third party to review each applicant by consistently applying the same criteria. These reviews are comprehensive and include verification of employment, credit, recorded evictions, criminal convictions and combined gross income of all applicants. It is our understanding that our applications representative requested additional documentation from ************** and it was not received. We have refunded the $250 holding fee. If can be any further assistance to **************, we would like to invite him to call us at **************. Thank you.

  Customer response

  10/13/2021

  The generic cut and paste response from the business does not apply. I was not denied, I was not able to get their online system to work. I asked if I could mail the documents and Tricon refused as they are online only. Since I was not able to complete the application, I should not be charged.

  

  Business response

  10/20/2021

  Again, we would like to thank ************** for taking the time to share his concerns regarding his application (Reference Complaint ************. At **********************, we consistently apply the same responsible applicant screening criteria to all applicants in full compliance with all applicable state and federal fair housing requirements. To ensure a fair,consistent and appropriately rigorous review in all cases, we retain a third party to review each applicant by consistently applying the same criteria.These reviews are comprehensive and include verification of employment, credit,recorded evictions, criminal convictions and combined gross income of all applicants. It is our understanding that our applications representative requested additional documentation from ************** to verify the income he added to his application and it was not received. ************** requested to mail in documentation,however all documents must be uploaded through the online portal or sent by email. We have refunded **************** $250 holding fee. If can be any further assistance to **************, we would like to invite him to call us at *************. Thank you.

  Customer response

  10/21/2021

  My application was stopped because no matter what I did, Tricon said the photo of my daughter's drivers license was too blurry. That is when I requested to send them a photo copy of the license since all efforts failed to do it electronically. Tricon refused. My income was completely approved, they requested another pay stub from my daughter, but still said the license was too blurry. 

*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. ↩