ComplaintsforTri State Enterprise

• Initial Complaint

  02/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tri State Enterprise told us we needed a new unit to replace our aging heat pump. No problem. But they replaced our heat pump with an air conditioner. We didn't know that until we tried to use our heat this winter. They will not return calls. Their tech **** ******* has deleted or 'unsent' texts to and from my husband. We have tried to reach out via email, telephone, text, and social media messaging, but they refuse to respond. We have spent $6,572.50 with them this year and an additional $400 with their tech. That amount of money deserves a response to our questions. If they did nothing wrong, why won't they respond?

  Business response

  03/04/2024

  To whom it may concern:

  I am responding to the complaint filed by **** ****.  First and foremost, we have responding every time  **** **** has called us.  the last time that we were contacted by her was 10/12/23.  We did a service call for her with no issue or complaints at that time.  That is 4 months after the unit was installed.  We have every customer sign the work order or estimate after they have been explained and/or service has been completed.

  The attachments show that **** **** was explained what the service was, what had been done, and what was being used.  Every work order has her signature on it.  We were not trying to scam her or rip her off.  We have tried to as accommodating as we could be.  

  thank you for the opportunity to explain our side and add the attachments.

   

   

  Customer response

  03/04/2024

  
  Complaint: ********
  I am rejecting this response because:

  They have not responded to us at all. My husband has tried calling them a dozen times and they have not responded. He left messages with a secretary.  I have reached out via email, phone and social media direct messaging and they have not responded. 
  I was absolutely not apprised of what they were installing. They were supposed to replace our existing unit. The existing unit was a heat pump. The heat pump works with both electricity and propane. When the weather gets below 35° F, the electric switches over to propane to heat the house. The way they set it up, the propane runs everything, which costs us over $250 per month in propane. Previously, we spent about $650 per year in propane. 
  What was hand-written on the invoices I signed said nothing about replacing a heat pump with an air conditioner. The “3T Trane Condenser and A Coil” is what I signed. The hand-written invoice attached to this has “AC Condenser and A Coil” in a different handwriting than the rest of the invoice. Because I have no training in heating and cooling, I understood that they were replacing our existing unit with the same unit, just new. Not once did anyone say they were replacing our heat pump with a an air conditioner that would not work like the old unit. We did not know it was the wrong unit until the weather turned cold. The visit on 10/12 was because heat would not come on - when they took out the heat pump unit and wired in a normal AC they did not do anything to attempt to hook back up the heat to work. 
  I am attaching screen shots of my husband’s texts with their tech, a screen shot of when he called them and left messages with a secretary, and my unanswered emails. 
  They installed the wrong unit. This is incredibly disappointing. 
  
  Your site is not allowing me to upload the images. There are five jpg files all under the 8 mb limit, 
  Thank you for your help with this matter. It is appreciated.
  
  Sincerely,
  
  **** ****

  Business response

  03/05/2024

   

  After reading the response from **** ****, I then questioned the tech **** ******** who did the estimate and install.  I have attached his statement because he can better explain the reasoning behind what was installed and why.  What **** **** failed to disclose is She knows *** ******* personally and they had a conversation about this install.  At which time she was fine with the unit.  I have further checked all inbox for any messages from **** **** and have not found one.  **** **** has 2 units and we were out there in October to service the other unit.  Why wasn't something mentioned at that time.  Our tech has done everything he should and could do for this client.  I think part of the problem is not understanding the whole parts issue and she used to have an existing heat pump but when our tech came out it was not functioning.  

  Any further questions, please feel free to contact our office. **************

   

  Customer response

  03/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I do not know **** ******* personally. Our boys know each other. We do not hang out socially. I did not know him as ***** dad until he was the hvac tech. We live in a small town and our boys went to school together briefly. I have unanswered emails sent to the correct email addresses that have replied to me before. The company will not acknowledge our attempts to contact them because they know they screwed up. They call us every January to sign us up for their maintenance plan and they haven’t even done that. 
  In October, the heat hadn’t yet had to kick on, so we did not know that the wrong unit was installed. 
  This form still won’t let me upload my documents/photos.

  
  Sincerely,
  
  **** ****

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