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| - Our lease was signed with Silverbay last fall and we were nothing but happy with our experience. Then, without any notice, they were acquired by Tricon American Homes. This was a company we intentionally avoided while looking for homes because of the the terrible online reviews and complaints. But we remained optimistic in hopes our experience wouldn't warrant such a review. Well, unfortunately they have lived up to those poor reviews.
While with Silverbay, we had 4 separate maintenance issues, all of which were handled professionally in a very timely and hassle free manner. Every representative we spoke with was helpful and friendly, and we had access to contacting our local office if necessary. They were happy to point us in the right direction if we needed help or assistance and there was no lack of communication. I was always told when I would be contacted and who would be contacting me to handle the given issue.
Fast forward to being under Tricon for about two months, we have had 2 separate maintenance issues, one of which was reported right after they acquired the property and here we are two months later with no resolution. I've called multiple times to have the issue resolved and get told that my local leasing office will contact me with details and I never hear a word. But when I ask to be connected to the local office, they insist that they cannot do that for me. It's infuriating.
Today, I called in with a maintenance request for our garbage disposal. Not urgent, but still a reasonable maintenance request. Obviously, my expectations were low, but we decided to try. My husband tried to submit the request online and was told the site was under maintenance. So I called to place the work order with the customer service line. After waiting on hold for nearly 10 minutes, I was connected to someone who spent the majority of the phone call telling me to submit the request online. And every time I tried to explain that the site was down, she would just talk over me, as if she was completely oblivious to the fact that I was taking at all. Finally, after I got my point across, she took the request and said someone would be in touch, but couldn't tell me who or when. So now I'm just waiting for a call or something I guess? Honestly, I'll be shocked if the issue is resolved without me having to call back and complain first.
All that to be said, Tricon American Homes is not at all up to par with Silverbay and there staff is highly unprofessional in my opinion. We are beyond disappointed with this switch and frustrated that this is the standard we are forced to accept from our leasing company now.
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