Tonya C.
Extremely Disappointed with the Atlanta Tricon Residential Office
I submitted a work order for an HVAC issue, and on July 8, 2026, at approximately 9:30 a.m., a Tricon technician came to my home. He advised me that my HVAC unit was completely frozen and stated that the vendor who had previously serviced the unit had not completed the necessary repairs. After the technician left, I expected someone to contact me within 24 hours since I was without air conditioning. By 11:00 a.m. July 9, 2026, I still hadn't heard from anyone, so I called the myself. I was told, "Oh, we're getting that scheduled right now." My question was simple: Why did I have to call to prompt scheduling an emergency repair after your own technician confirmed the issue? The response I received was, "I don't know." I then asked to speak with someone who did know, and was transferred to the Atlanta office only to be told, "It was not entered as an emergency, and we don't know why." That answer is unacceptable. If an emergency request isn't properly documented, someone should be able to explain how it happened and, more importantly, correct the process so it doesn't happen again. What made the experience even more frustrating was the attitude of the Atlanta office staff. Rather than showing empathy or taking ownership of the situation, I felt like I was being treated as though I was the problem simply for asking reasonable questions and expecting answers. The technician did leave two portable air conditioning units, which I appreciated. However, both units cannot be operated at the same time because they trip the electrical breaker. I informed the technician before he left, and his response was simply to turn one of the units down. That isn't a practical solution for cooling an entire home during the summer. Residents deserve timely communication, accountability, and urgency—especially when dealing with emergency repairs like a loss of HVAC. I hope Tricon reviews its procedures and customer service standards because this experience has been incredibly disappointing and not just respond to reviews with no solutions.