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:01/06/2025

  Type:Facilities 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.

  Had a massive water leak in November. Many here in the park has and been without water due to such high bills. Trinity does not return phone calls or will not communicate with the water company. It took over 2 weeks for some water to be fixed. Others still without water and no call backs from property management. Many more issues as well. They still expect rent even with knowing about these high water bills.

  Business Response

  Date: 01/06/2025

  All leaks that are park responsibility have been repaired.  You were even given temporary solutions until the major underground leak was repaired caused by Tropical Storm Helene.  Trinity Property Management does not own the property and the cost was extensive and we had to gain approval from the property owner.  The leak, once located underground, was remedied as quickly as possible.  All who have asked have been provided copies of the invoice to ask for a credit from the water company for their increased water bills.

  In addition, we cannot contact the water company regarding individual tenant accounts because we are not authorized on those accounts because they are not in our name.

  All remedies that we are aware of, have been resolved.

• Initial Complaint

  Date:10/09/2024

  Type:Facilities 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.

  Good morning to whom it may concern my name is **** *********** and I’m a tenant in your building (Trinity property- Whitmire S.C.) my apartment number is f-21. I’m contacting you to communicate about my past experiences with the property management. I’ve tried to contact someone countless times in regards to mold growing in my bathroom up above my shower. I also made a report for both my kitchen and bathroom sink which are both leaking. I would like to add now that my refrigerator is releasing this strong oder coming from the air vent. These things might seem “small” to the management but it’s big to me because it forces me to a terrible mental and physical health. This is taking a toll on me mentally because I pay all my bills on time and all I ask for in return is a great source of communication with the property management. This is taking a toll on my physical health because now I’m at risk of bacterial infections due to the foul Oder coming from the refrigerator and the mold that been growing in my bathroom for months. When I signed my leased I would’ve assumed that I could depend on my property management to fix these things. No one answers the phone when I call, when I did email you guys I mention taking legal action at that point I got response but no one showed up.

  Business Response

  Date: 10/09/2024

  Since the resident filed this complaint, we have resolved the issue and it was a misunderstanding regarding how the work orders work.  He thought by selecting times that he is available meant that is when the contractor would come but that is not the case.  He stated he did call the office but no voicemails were left so we were not aware.  We have spoken and cleared up any confusion and his repairs are being handled.  We also came to understanding about best ways to contact us.

• Initial Complaint

  Date:05/22/2024

  Type:Customer Service 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’m not sure where to begin. Firstly I moved in the apartment Feb 15. It was a hole in the wall by the door. It’s been reported and still there. My ac wasn’t working at all but it’s been patch and cools the front and doesn’t cool the rooms. There are no screens in the windows in the rooms either. Never was. So I can’t open them without keeping nature out. I was instructed to park infront of my apartment but there is a mud pile that gets worst the more it rains. So I can’t safely park there with a 4 year old. He can slip and fall. Friday at 11:45 at night. The ceiling fan literally jumped off the ceiling and is still hanging. I reported then. Talked with manage via text on Saturday morning. It’s Wednesday and the fan is still hanging from 2 wires from the ceiling. The light won’t come on at all. Last month I tried to pay my rent online which I have always done with a 9.99 processing fee. I tried to pay it the weekend of May 5. I was unable to bc the portal wouldn’t let me. I tried contacting them several times. No response. Until I finally sent a message on my last attempt and they reply. They said sent out a email in March saying the portal wouldn’t work. Gave me new info to pay. I tried to pay. It’s a 38$ processing fee. I then went to the store and paid it after I was provided a pay card. Which should have been provided once they decided we couldn’t pay the original way we been doing it. There is still a 100 late fee showing that should be waived but isn’t. I’ve contact to ask if it can be removed. No response or removal. And I was told originally it would be. I don’t mind pay rent but 900$ is a lot for an apartment if they aren’t going to fix things and provide adequate parking. They don’t answer the phone. They don’t respond to text in a timely manner. Something needs to be done. I have pictures of the messages. The parking lot. The ceiling fan still hanging and the hole in the way. But it’s says my files are too big to upload here

  Business Response

  Date: 05/22/2024

  ** ********  

  We have sent the work orders to the contractor and they are to schedule with you. We do not control their schedules. They are independent, not employees. We will call them today to find out what is going on.  You texted the property manager on Saturday night around 11:30 pm and then sent her a picture on Sunday. She responded to you on Sunday morning as soon as she got the picture and sent the work order.  Furthermore, the contractor went to your unit on Sunday at 3:37 pm and couldn't get in or reach you on the phone.  You are not answering his calls.  He called again yesterday and you did not respond to his call yesterday.  He also left you a voicemail.  So you need to return your calls, the same thing you are accusing us of.  We have had previous issues with you at ********* where you stated you would leave him a key and then didn't.  Then he waited for you to arrive.

  The mud in the parking lot runs down from uphill when it rains.  You are not required to park there.  We do not like that the mud does that and have tried to find solutions for it but have not yet been able to. We are still trying to figure out how to eliminate that issue. You are welcome to park anywhere out there except in the grass.

  As far as your rent, we are changing software programs and you will be sent a new link no later than tomorrow. Your rent is due by the 1st and there are and have been multiple ways for you to pay, including mailing it in. It is your choice to wait until the last minute to pay your rent and that is on you, not us. The online option is just that, an option. No one forced you to pay that way. If you read your lease there is a page in it that gives you all the different ways you can pay. In addition, we emailed out a new notice on March 28, 2024 explaining ALL of these ways to pay again.

  Thanks and have a nice day!

  Customer Answer

  Date: 05/22/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. 
  
  [To assist us in bringing this matter to a close, Please let us know below why you are rejecting the offer made by the business.]
  
  Regards,
  
  ***** *******

  Customer Answer

  Date: 05/23/2024

  They said someone came out Sunday. No one called me or text to inform this. I spoke with the maintenance guy yesterday. He said he tried to enter my apartment Sunday but the keys didn’t work.  I never gave permission for anyone to enter. They never called or text. He stated he came back on Tuesday. No one called or texted since Saturday informing me someone will call to schedule a time. Until yesterday. No one contacted me. So if someone did really come out Sunday. Why did no one contact and how is it ok to enter my apartment with no prior permission or acknowledge at all. I was last told someone will call. No one ever called. Until yesterday. Again. It is still not fixed. Still hanging my wires from the ceiling. They coming today after 6 pm. Leaving my apartment still unsafe 

• Initial Complaint

  Date:03/13/2024

  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 paid my rent for the Month of August and informed them that I would be moving the next month I was renting month to month. I cleaned the apartment and cut the grass was told I would get my deposit back but have received it. I also sent a certified letter requesting my deposit still no response I have pictures!

  Business Response

  Date: 03/13/2024

  Ms. ******* did NOT give a 30 day written notice to vacate as required.  She called our office on September20, 2023 and stated she would be vacating the premises by October 1, 2023.  Therefore, she not only did not give a written notice.  She did not give a 30 day notice either!  Furthermore, that means she also owed October rent since she did not give a 30 day written notice to vacate.  Therefore, her deposit was applied toward unpaid October rent leaving a rent balance owed of $225 plus a $100 late fee.  In addition, the owner also had to pay someone to clean the unit to make it rent ready again because her "cleaning" was not sufficient for someone else to move in. Her $400 deposit was used and she actually owes the owner money but the owner chose not to turn her over to collections.

  Trinity Property Management.

• Initial Complaint

  Date:02/06/2024

  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.

  When it rains heavily my apartment becomes drenched in water.y entire living room floor and everything on the floor be soaked. I put in a work order on Jan 25th and no one has come out to see about the problem yet. It been almost 2 weeks. I call every week and I am told to complete another work order. I've had to pay someone to help me extract most of the water from the carpet. The floor is still damp in spots. It smells horribly. I know there is mold under that carpet. My kids suffer from allergies and asthma. I'm afraid this situation is going to trigger their illness and cause problems. I don't understand why they won't send someone out to help me but they expect their rent money on time. And if it's not paid on time I will be charged a late fee. Plus on top of that I had to spend extra money to pay someone to help me because they didn't come out to do their job.

  Business Response

  Date: 02/06/2024

  First of all, See the attached work order history showing that Ms. ***** submitted the work order on the 25th at 2:41 pm and we sent it to the contractor at 3:19pm the same day.  The drain had already been cleared even before the work order was submitted.  The day this occurred was when we had the unusual, severe heavy rain in the area.

  Second, we have never had a key to the apartment and we had a technician there the same day that the flooding was occurring due to the monsoon that was coming through.  She is never home to let anyone in and no one was there at that time either.  The technician was beating on her door and no one came to the door.  He tried to get in but with no key that is impossible.  We have asked for a key for years and she refuses to give us one because her teenage sons don't want us to have one.

  We did not cause the rain or the flooding and the tenant is required to have renter's insurance to protect her things.  We will be happy to reimburse for a receipt for a professional water extraction and drying of the floors if there was one paid for.  However we need to have a copy of that receipt and it must be a legitimate company, not a handwritten receipt that anyone could write.  We will also send someone to inspect the flooring and do whatever is necessary to take care of this issue as long as someone is going to be home to let the repair person in at the scheduled time. 

  Ms. ***** states that she called every week.  We have not received any texts, emails or calls other than the 2 calls regarding the work orders she was told to submit.  If additional calls have been made, no voicemail was left. If no voicemail is left then we don't know someone called. We also have a chat bubble on our website, an after hours emergency phone that can be called and texted, a chat on ********, email and texting in the tenants portal in the software where rent is paid.  There are so many ways to communicate with us to let us know that the issue is not completely resolved besides a phone call.  Going to the BBB instead of notifying us again that a technician did not resolve the issue is very much not appreciated as we don't know if we are not told.