Complaints

This profile includes complaints for Tricon Residential's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Tricon Residential

  15771 Red Hill Ave Tustin, CA 92780

  
• 

  Tricon American Homes

  80 Iron Point Cir Ste 150 Folsom, CA 95630-8593

• 

  Tricon American Homes

  14311 Reese Blvd W Ste A2 Box 277 Huntersville, NC 28078-7955

• 

  Tricon Residential

  Columbus, OH 43219-6093

• 

  The Callie Apartments

  8025 Forest Ln Dallas, TX 75243

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:12/23/2022

  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.

  We rented from this company in ** I specifically told the property manager that paint was coming off of the front door and my bathroom cabinets and that it was unsafe for the little ones. When we moved in I also told them that they should have put a fence towards the ************ because people had thrown tires pools garbage etc on that property. We are being charged over $3,000.00 for paint chipped garbage that isnt ours and for not power washing the house before we left which is not in contract

  

  Business Response

  Date: 12/28/2022

  We would like to thank ********************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  Our offices are currently closed and will reopen on Tuesday January 3rd.
  
  Our team will contact ********************** directly once our offices have reopened and we have gathered further information. Thank you.

• Initial Complaint

  Date:12/05/2022

  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.

  We lived in a tricon home for a little over two years and moved out at the beginning of Sept (filing this in Dec) after living month to month until we could find somewhere closer to our new job. We emailed in August letting them know that we were putting in our 45 day notice and would be officially out at the end of Sept. We waited a full month before reaching out again to ask why we hadnt heard from them about the move out process and was basically told that we had the wrong email address for the property manager (even though i called to get the email address from tricon themselves to make sure i had it right). No big deal right? I got the correct one a little while later and he told me what to do. As a i mentioned earlier, its now dec, and last week i called to see where my deposit was as they have put the house back on the market, therefore they must be able to send our money back. I was told someone would email and call me about the monies, and that shes very responsive so i should hear back soon ( clearly a regular complaint as i didnt mention being ignored in the past). Ive still not received anything from tricon. No email or call, nor check. I will take this down or change it if i hear from them but as it stands, they are just holding on to your money until you report them or **** This is ridiculous!!

  

  Business Response

  Date: 12/12/2022

  We would like to thank ************ for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist *************
  
  We appreciate her patience and will contact her directly once we have further information. Thank you.

• Initial Complaint

  Date:11/30/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 was owed a refund for my security deposit for a house that I rented with this company and it was sent to the forwarding address that I gave them. However, someone stole the check and cashed it. I reported it to the company with a worker named *************************** on 09/2022. The last time we spoke was in 09/2022 she said that she needed to sent it over to the accounting department to have it investigated. I called ***** Fargo because thats who the check was made from and they told me I couldnt start a fraud claim and the company that issued the check should be the ones who submit the claim, I then informed *************************** of the information that ***** Fargo fraud claims rep provided me and she told me that shell get back with me. Since then I have emailed her 2-3 times in reference to my deposit refund and have not heard anything back. Its been over 2 months now and I still dont have any information regarding the funds thats owed to me.

  

  Business Response

  Date: 12/06/2022

  We would like to thank ************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist ***************
  
  We appreciate her patience and will contact her directly once we have further information. Thank you.

  Customer Answer

  Date: 12/06/2022

  
  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,
  
  Breanika White
  
   
  

• Initial Complaint

  Date:11/30/2022

  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.

  1) Tricon Residential owes a return of a $1,600.00 security deposit as of 04/01/2022, which has not been received as of 12/01/2022. The rental address was *******************************************************************. Tricon has advised they mailed a check for $1,525.00 which was never received. Tricon sent a .pdf image of a check with someone else's name printed on it and claimed the check was deposited but the issuing bank and the postal service cannot verify. In response, I have contacted the company numerous times, filed a criminal complaint and signed numerous affidavits which they claim are for the issuing bank but have never been processed.2) Tricon Residential owes a $1,976.00 return of service charges for pool services which were paid in advance but never received for the duration of the tenancy. Tricon was made aware of the overpayment on a consistent basis.

  

  Business Response

  Date: 12/05/2022

  We would like to thank ************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist *************.
  
  We appreciate her patience and will contact her directly once we have further information. Thank you.

  Customer Answer

  Date: 12/05/2022

  1) Four notarized affidavits were submitted to Tricon and ***** Fargo in June and August 2022.

  2) Ongoing notices of prepaid pool services not provided were submitted to Tricon from 2018-2021.

   

   

  

  Business Response

  Date: 12/15/2022

  Once again, we would like to thank ************** for taking the time to bring her concerns to our attention. (Reference Complaint ID: *********.
  
  Our team is working diligently to resolve this as soon as possible; bank fraud claims are processed slowly. 
  
  We appreciate her patience and will contact her directly once we have further information. Thank you.

  Customer Answer

  Date: 12/16/2022

   1)  The security deposit from rental address ******************************************************************* has not been received as of 12/16/2022.  Tricon has advised they mailed a check for $1,525.00 which was never received.  Tricon sent a .pdf image of a check with someone else's name printed on it and claimed the check was deposited but the issuing bank and the postal service cannot verify.  In response, I have contacted the company numerous times, filed a criminal complaint in case the check was stolen, signed, notarized and sent 2 original and 2 updated affidavits via **** in June and August 2022 as follows:

  Claims ***************** TMFC MAC# A0246-02B
  ***** **********
  PO ************************************************************************************************
  Tricon Residential
  15771 ************
  ****** ** 92780

  Nine months after the deposit was due to be refunded, **************** now advises that the updated affidavit was misplaced but Tricon did not follow up with ***** ********** to process the original documents submitted.

   

  2)  Tricon Residential owes a $1,976.00 return of service charges for pool services which were paid in advance but never received for the duration of the tenancy. Tricon was made aware of the overpayment on a consistent basis.

   

  2) Tricon Residential owes a $1,976.00 return of service charges for pool services which were paid in advance but never received for the duration of the tenancy. Tricon was made aware of the overpayment on a consistent basis.

  

  Business Response

  Date: 01/26/2023

  Once again, we would like to thank ************** for taking the time to bring her concerns to our attention. (Reference Complaint ID: *********.
  
  Our team contacted ************** and this issue was addressed as of 1/12/23.
  
  We appreciate ************** working with ** to address this matter and wish her the best in all future endeavors. Thank you.

• Initial Complaint

  Date:11/27/2022

  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.

  Irrigation leak in front yard the first month we moved to rental property resulting in a $800 water bill in 2021, a 400 dollar water bill in October 2022 and another 500 dollar water bill in November 2022. We asked Tricon to send us the receipt for the repairs so we could send to *************** so they could adjust our bill. Contacted several times and this never occurred resulting in our water being shut off several times. Same leak occurred in front yard this year, plumber never showed up the day Tricon said they scheduled them. I contacted Tricon to ask where emergency specialist was, Tricon told me they didn't know and that was my job to find out. It is not my job. Contacted another agent about missing plumber and that agent resolved issue promptly. Emergency plumbing specialist showed up 48 hours after pipe burst was located, resulting in another extremely high water bill. Contacted Tricon at least 9 times in order to get receipt and refund of water bill. No replies as of 11/27/22. Water bill is now totaling over **** dollars with another yard leak. Tricon Residential is currently refusing to answer e-mails and when I call customer service they say they don't know what to do and do not help. Tricon also did not pay *************** for one year while living on property, resulting in legal notices being sent to me, a lien being placed on home, as well as our HOA privilege's being revoked the entire first year we lived on property. I am requesting the receipts from the irrigation system repairs, prorated rent for the inability to use HOA amenities for the first year as well as payment of the extremely high water bill caused by the two burst pipes/sprinklers in the front yard that was no fault of me, the renter.

  

  Business Response

  Date: 12/01/2022

  We would like to thank **************** for taking the time to bring her concerns to our attention (Reference Complaint ID: *********.
  
  We would like to extend our sincerest apologies to **************** for the lack of customer service she received from our call center.
  Our regional team was unaware that **************** was requesting these documents.
  They have now spoken to **************** directly and have notified her that they will be providing her with the bills requested.
  
  We sincerely appreciate **************** providing us with the opportunity to rectify the situation and remain available should she have any further questions or concerns. Thank you. 

  Customer Answer

  Date: 12/01/2022

  I was contacted by a regional team who said they were going to send me the proper paperwork for the company and inquire about the lien placed on the house by my HOA due to Tricon Residential not paying HOA fees for nearly a year. The regional team member has not sent me the documents, has not followed up and Im once again getting no response. Your corporate team had been contacted as well as your regional team prior to this compliant. Its not acceptable for you to say they had no knowledge when they did and I have written proof. Ive still yet to receive ANY verification that the legal action taken against the house Im renting has been resolved as well as any documentation required by ***************. This will be escalating and I will have a lawyer in contact with tricon for any fees paid by me to the water company due to Tricon corporate never informing the regional team about my requests as per your statement above. Im currently seeking a refund of rent due to lack of HOA amenities as well as harassment by the **** Im also seeking Tricon remedy this situation with *************** immediately. This is unacceptable. 

  

  Business Response

  Date: 12/02/2022

  Once again, we would like to thank **************** for taking the time to bring her concerns to our attention (Reference Complaint ************.
  
  Our assistant maintenance manager ********************* spoke with **************** personally when the complaint came in and sent the documents over to her for the water company yesterday 12/1/22.
  **************** spoke with **************** on the phone and got a confirmation email from **************** confirming that that she received the documents.
  
  We appreciate the opportunity to clarify.
  Thank you.

  Customer Answer

  Date: 12/02/2022

  *** received the receipts for the irrigation repairs only after having to reach out myself several times after initial contact from your employee. Ive received no further contact about the legal action being taken against the property Im renting from your company as well as access to HOA amenities given to me in my lease. The next course of action will be my lawyer reaching out to your company for resolution as this has not been provided. Ive paid copious amounts of fees due to the negligence of your company and have complete written records. Thank you for your time. *************** will once again be reaching out to your company for resolution as well and I hope communication doesnt get lost once again. 

• Initial Complaint

  Date:11/20/2022

  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.

  I currently rent my house from TRICON residentials and have been here since November 2021. I recently saw a licensed healthcare Doctor via online appointment using my health insurance. The doctor wrote a letter recommending my two dogs (***** and *****) to be accompanied by me for my medical condition (PTSD). I submitted the letter to TRICON via email on October 29, 2022. TRICON sent me their "Reasonable Accommodation Form" to sign online. I signed the form as the form stated "This documentation may include a note from a qualified, licensed physician... OR other mental health professional with whom there is an ongoing therapeutic relationship confirming the disability." Key word here is OR. Again, the Physican I saw was a licensed healthcare Doctor. On November 18, 2022, TRICON reached out and stated their screening department did not approve of the *** documentation provided. They stated the letter from the licensed physician needs to state that I'm under their care and have an ongoing continuous relationship with them. They advised I needed to have my healthcare physician add that verbiage along with why I need two pets vs one to continue with this request. I replied to TRICON (*************************) and asked who I can talk to about this matter. I also asked to have the email forwarded to their screening department as I feel that the letter should suffice my accommodation for an Emotional Support Animal. On November 20, 2022. TRICON (*************************) replied to email with a copy of my document that I signed with no other information or individuals to reach out to. I have filled a complaint with HUD and I would like this matter settled as I feel a letter from a physician should suffice. TRICON's accommodation form that they make you sign does not ***** federal HUD law.

  

  Business Response

  Date: 11/22/2022

  We would like to thank ****************** for taking the time to express his concerns (Reference Complaint ID: *********.
  
  
  ********************** *** documentation due to the following reasons:
  Accommodation letter from their licensed physician needs to state they are under their care and have an ongoing continuous relationship with them.
  Need licensed physician to state why two pets are needed versus one.
  
  Our team would be more than happy to reevaluate Mr. ******** request once they are provided with the proper documentation. Thank you.

  Customer Answer

  Date: 11/22/2022

  The document I  provided fulfills HUD law. I strongly urge this company to reconsider the provided documents. 

  

  Business Response

  Date: 11/22/2022

  Once again, we would like to thank ****************** for taking the time to express his concerns (Reference Complaint ID: *********.
  
  As previously advised we are unable to approve ********************** *** documentation due to the following reasons:
  
  Accommodation letter from their licensed physician needs to state they are under their care and have an ongoing continuous relationship with them.
  Need licensed physician to state why two pets are needed versus one.
  
  These are requirements under HUD law. 
  
  ****************** must provide the appropriate documentation in order for Tricon Residential to approve his *** animals. 
  Thank you. 
  
  
   

• Initial Complaint

  Date:11/10/2022

  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 have filed several maintenance request with my leasing complex. I submitted my initial request in September and 3 additional request in October. I have personally called to speak with the leasing manager, I have personally gone over to speak in person. I was advised that a replacement would be ordered over over a week and half ago and still have not heard any ETA as of yet. I have since emailed the senior manager and am still awaiting resolution. I have had a loss of food 2 weeks ago, have been unable to properly buy groceries in fear that I will lose food again. I should not have to file renters claims to be reimbursed for food when the problem should been resolved with one of my many service request. At this time, I am just wanting to have a replacement installed so that I am not having to hear the frequent loud noise throughout the day that also causes distraction as I work from home as well.

  

  Business Response

  Date: 11/15/2022

  We would like to thank **************** for taking the time to express her concerns (Reference Complaint ID: *********.
  We kindly request that **************** contact her leasing office directly for further assistance.
  
  Thank you. 

• Initial Complaint

  Date:11/07/2022

  Type:Sales and Advertising 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 have rented this house with Tricon since October 2021. On September 19, 2022, my home flooded (about 1/3 of the house had water under the flooring). I immediately filed a maintenance request. Over the next few days Tricon sent out 2 contractors who concluded the gutter and drain were defective and needed to be replaced. NOTHING WAS DONE TO FIX THE GUTTER OR DRAIN, as Tricon's own contractors suggested.On September 29, 2022 ten days later my home flooded a SECOND TIME, due to Tricon not fixing the gutter/drain issue. This time TWO THIRDS of the home flooded and I had standing water in the master bath and master bedroom. Once again I filed another maintenance request. This time Tricon sent out a contractor who ONLY replaced the floor and did NOT fix the gutter/drain issue outside which was the cause of BOTH floodings. Today, SEVEN WEEKS LATER, Tricon has still failed to do ANYTHING to fix the gutter and drain issue which caused these floodings. Last year Tricon had EXCELLENT customer service and would respond to maintenance requests within 1-2 days. But a year later? For some reason their customer service has HIT ROCK BOTTOM. I am now consulting with a lawyer. We have another Tropical Storm headed to ******* so I'm likely to now have a THIRD flooding due to Tricon's failure to fix these issues. I have been in continued contact with ***************** (local ******* representative for maintenance request) and she has done NOTHING to fix this, despite numerous emails and phone calls over the past few weeks. I informed her I'm contacting lawyers but still no response. My patience is at an end.

  

  Business Response

  Date: 11/14/2022

  We would like to thank Ms. ********************** taking the time to express her concerns (Reference Complaint ID: *********.
  
  Our team is currently gathering more information in order to further assist *******************
  
  We appreciate ********************** patience and will contact her directly once we have additional information. Thank you.

• Initial Complaint

  Date:11/02/2022

  Type:Product Issues
  Status:

  ResolvedMore 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.

  -10/9/22 -- I sent an email asking management to intervene regarding our neighbor's nightly music. We had asked the neighbor 3 times previously over a week. We had lost the use of our bedroom at night due to the recurring nuisance. I had been injured from the constant bass noise and disturbed sleep: pain, fatigue, brain fog, tremors, inability to get up, inability to feed myself, inability to bathe myself. Documentation was attached.-10/10/22 -- Former manager *************************** forwarded the request to CM ******************************* and ACM ************************* and asked them to reach out that day with a plan of action. No response from either of them. -10/20/22 -- Followed up with another email of continued disturbances and attached documentation. ***** responded by asking ******* and ****** to resolve the issue that day. No response from either of them.-10/21-22 -- Followed up with another email with continued disturbances and attached documentation. No response from **************************, or ************* -10/26-22 -- ********* communications to ******************************* but did not receive a response from Tricon Residential.-10/29/22 -- Followed up with another email to **************************, and ****** about the continued nuisance, loss of use of the bedroom, and injuries. I requested to know the name of Tricon's representative agent at the ****** since this may progress to small claims court. No response from any of them. I have left 4 voicemails with the on-site security company Alliance Security but have not heard them address the issue. The music still plays 40 minutes after calling them.Documentation is in the form of video recordings which are not supported by the option to upload. I can provide them by another method if requested.Settlement: I would like a pro-rated credit to our rent equal to each day the unaddressed nuisance occurs along with a self-pay hospital rate of $150 to cover 1 additional physical therapy visit for each week this continues.

  

  Business Response

  Date: 11/04/2022

  We would like to thank ******************** for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  
  ******************** contacted our office due to the neighbor in unit #**** having loud music in late hours of the night. 
  The tenant in unit #**** had a sound bar in her bedroom where the noise traveled through the walls. 
  The resident in unit #**** was informed of the noise level; they then moved the sound bar into the living room to minimize the noise level. 
  Unfortunately, moving the sound bar into the living room was still causing noise level to travel through the neighboring wall of ********************** unit. The resident in #**** was asked to minimize the volume and to turn off the bass and subwoofer settings. The resident in #**** was understanding and willing to cooperate with the suggestion. 
  
  On 11/03/2022, Manager (*******************************) spoke with ***** (2nd person on lease) and she was given this information and was satisfied with the current actions taken. ******* also called ******************** and reviewed the protocol measures taken by the office and he was asked to please contact security or to let the office know if the issue continues. 
  
  Both residents were satisfied with the communication, our team following up with them again in the next 72 hours. Thank you. 
  
  

  Customer Answer

  Date: 11/04/2022

  
  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.

   

  It is otherwise still unsatisfactory to me that the office would take a month to respond after calling and emailing multiple times. I would like to see that shortened to 24 hours in the future. It seems management would not have responded if my wife had not gone in-person to talk with *******. Without a response, we would otherwise *** in court due to damages arising from management's tolerance of a nuisance. This seems to coincide with the departure of the assistant manager whose office duties then fall onto the lone manager. 

  
  
  Regards,
  
  *********************************
  
   

  
  

• Initial Complaint

  Date:10/31/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  On August 6th, our large master bath window was broken out. We made a report with maintenance immediately but it wasn't until August 9th that anyone came out. When they did, they put a thin sheet of plexiglass with screws and caulk, closing out the maintenance ticket and since then we have had issues with cooling and heating our home. We called multiple times to the maintenance department, our call was escalated to a maintenance supervisor with no return call multiple times, and we called customer service who told us they couldn't do anything, who escalated the call to portfolio managers that never returned our calls, and then we finally got ahold of ****** who said finally on October 31st, 2022 that our issue would have to go through maintenance. This is the second window and second complaint we've had to file. The first complaint was about the first window that was broken, it wasn't replaced for almost 8 months and was broken the day we moved in. The several days where no one responded to a broken window, we did our best to cover the window but a pest infestation started. My wife and two older children have been sick basically since this event and Tricon does not want to take responsibility for it.We requested a credit of one month's rent for the pain and suffering of this issue alongside getting the window replaced finally and pest abaitment but the local maintenance manager said that no one would do that and refused to submit our request in about it.Tricon conveniently has no records of our escalations or how many times we called about it. We were told that as a way to say that we are lying. Which is incredulous by a professional company.At this point in time, the maintenance department has dispatched work orders for the window again and the pest abaitment but is being uncompromising on the rent credit request.

  

  Business Response

  Date: 11/02/2022

  We would like to thank ************ for bringing forward his concerns regarding his recent experience with Tricon Residential (Reference Complaint ID: *********.
  On 8/9/22, maintenance received an after-hours work order for a broken bathroom window. On 8/10/22 at 10:00am, our vendor installed plexiglass as a temporary repair due to the turnaround time on the oversized glass. Upon completion of the emergency repair, the Field Maintenance Coordinator, *************************,mistakenly closed out the work order, causing the permanent replacement to fall through the cracks. 
  ************ and his ***resident contacted Centralized Maintenance on 10/31/22 about the window and were transferred to Shefford.  They informed Shefford that their utility bills have increased due to the plexiglass and requested free rent due to pain and suffering.
  ******** assured the residents that he would have the window replaced **** and would submit their bills for a concession but could not guarantee free rent. ************ and his ***resident also stated that they had had another broken window since moving in that has not been replaced and they have had to deal with roaches as a result. ******** asked the resident if theyve been contacting maintenance about their issues, and they stated that they have been contacting a local Field Super. ******** reminded them of the proper way to call in work orders and to follow up on them.  A window replacement has been ordered. We are currently awaiting an ETA due to the oversized glass. We will follow up with ************ as soon as we have this. Pest control was scheduled, but the vendor was not able to access the home as Me. **** was out of town. 
  Our team has contacted ************ to discuss his concerns further and notify him that a concession for their troubles will be provided but have not been successful in reaching him.
  We kindly request that ************ please contact our team as soon as possible. Thank you.

  Customer Answer

  Date: 11/02/2022

  
  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,
  
  *******************