ComplaintsforTri-State Water Power & Air

• Initial Complaint

  07/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  March 6, I had a whole-house Generac generator installed by Tri-State. They were supposed to also install ***** Link on the generator. They did not. I cannot get anyone from Tri-State to call me back. I paid $19,500 for the generator. I would like them to install ***** Link.

  Business response

  07/09/2024

  We apologize for the delay.  ********** Link monitors have been on backorder with Generac.  We received our first shipment in months just last week.  We have an appointment scheduled with the customer on 7/16/24 to get the monitor installed.  

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On May 4th 2024 ********************* a salesman for Tri-State Water Power and Air came to my house after i filled out a request for a whole house generator. After lisening to his sales pitch i agreed to buy. He filled out a contract after we agreed to the details, including price, down payment and start date. I was told i would recieved a call for installation in a couple of days from the office, but the contract stated 5-17-2024 as the anticipated install date. I never recieved a call. On 5-19-24 i called and Left a message for **************** and he called me back the next day claiming he didnt have his files in front of him because he was on the road, he apologized and said i would recieve a call by the end of buisness that day. The following day i recieved a call from the home office stating that they would have thier install people at my house on 5-24-24 at 1:30 2 gentlemen did show up, but claimed the came to survey the layout and fuse panel, even though their saleman took a mulitude of pictures. Upon looking over the yard they said your outside meter based must be upgraded and it would be ******* more. I explained ************** was asked repeatedly by me and he said it was fine.I told the two gentlemen that was on them and they would have the office contact me. After 1 week i still had not recieved a call. i started calling them and never recieved a call back. I finally got a hold of a different department and the gave me the person in charge that i needed call and his number. Left a message for ***************************** and still have not recieved a call. I am tired of the run around. And after reading the multiple complaints on here i understand why.

  Business response

  06/13/2024

  
  Thank you for bringing this to our attention.  ALL customers of ************************ are a priority and should be treated as such.  The lack of response you received is disappointing, and we will use it to provide training for our teams on how we can improve our customers' experience.  Additionally, we have worked with **** and our other team members to ensure that when assessing a site, we dont miss any necessary upgrades or add ons needed to ensure your generator is installed properly. 
  
  Your feedback is essential to our success and we look forward to providing you the highest level of customer service going forward. 

  Business response

  06/13/2024

  We are waiving the $1500 fee for the new meter that is required but wasn't quoted by the sales person.  I intended to include this with the response, but inadvertently omitted it.  

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Water softener June 28 2023. We were told by Salesperson (*********************)that the filter never needed to be changed. I have an email from him on January 28th 2024 stating that the filter never needed to be changed. I reached out to customer service April 17th to ask about whether softener was functioning properly since we were experiencing water pressure problems and if the water was testing soft. I reached out to our well guy April 16th who checked out the pressure and the first thing he did was test the water which was testing hard. He cleaned out the water softener filter which was full of sediment. He tested pump and and all seemed to be working correctly on well system.They sent a technician (Nemo) out April 24th 2024. He checked out unit and said he did not see a problem with softener. He asked if the installer left a tool to remove filter which he did not. There is no instruction on the filter in the operations manual. He managed to take filter off and showed me sand and residue at bottom and cleaned it out. He tested outside faucet and said pressure was testing very low. He looked at well and said his well contact person said the pressure was to be set anywhere from ***********. Nemo never tested the water for hardness.I reached back out to Tri-Sate customer service and they scheduled another tech to come out May 17. ****** tested the water and said the water was testing soft. He messed with the display panel and attempted to test outside faucet for water pressure but after disappearing for 20 minutes came back in to say he lost his water pressure tool so he was not able to test water pressure on outside faucet.I filed a customer service complaint with the Tri-Sate May 20th to request a full refund as we were sold the unit Under false statement that filter never needed a change. We were told by Tri-State after the fact that it needed changed anywhere for ***** days, 6-12 month and then 1year-18 months. Conflicting statements.

  Business response

  07/09/2024

  We will be sending our Service Manager and Technician Trainer out to this customer to re-run her drain line due to it being sized insufficiently during initial install. During this appointment we will also evaluate state of equipment and fix all necessary changes to ensure the equipment purchased is running as best as possible, as promised. If the current equipment is not functioning as promised, we are willing to bring out the proper sediment filter to address the customers ********************** correctly. The filter she was sold is a backflushing sediment filter that ideally does not have to be changed if the diameter of drain is sized correctly for the application and frequency of self-cleaning cycle is adjusted correctly. This appointment is tentatively set for 07/16/2024.

• Initial Complaint

  01/31/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My husband, *****************************, and I put down a down payment for a home generator. After some thought, we decided to cancel the contract and did so within the time frame allowed. I asked the salesperson to send me confirmation of the cancellation and to process a refund of our $5,000.00. The confirmation never came, so I filed a dispute with our credit card company on December 12 (dispute details and backup information is attached). I still have a conditional credit, but I think Tri-State must not be responding to the credit card company, because surely they should have refunded the charge by now.

  Business response

  02/15/2024

  I apologize for the frustration.  We will ensure the transaction is reversed and follow up with an additional response once the process is complete.  

  Customer response

  02/26/2024

  I do not yet have confirmation from my credit card company that the refund has been made.   The last information I learned was that Citibank was working with Tri-State and their bank to make the refund.

  Customer response

  06/11/2024

  06/11/2024 M-TR [M] LVM for the consumer requesting a current update for possible mediation process.

  Customer response

  06/11/2024

  Tri State finally did refund my money and this is resolved
  
  

  *********************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 12/18/23 this company installed a whole house generator. It was hooked up with the expectation of the gas company coming out the next day. When ******** came the next day, they did a survey and said the tank did not meet state regulations. They measured and marked the spot that would be acceptable. We called the company 6+ times looking for a response - and nothing.

  Business response

  02/15/2024

  We apologize for the delay and will reach out to you tomorrow to find a resolution.  

  Customer response

  02/16/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  01/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We agreed to have the water softener system put in our home back in July 2021. We have issues with it, they have had to make several trips, I have had to pay for labor. I have asked they remove several components of it, because we don't use it. They would not. Everything was supposed to be under a lifetime warranty. They called this year to say that it needs filters replaced and that it will cost $500. We had no idea that on top of the $115 a month we were paying that we would have to pay for that kind of maintenance. We asked them in September 2023 to come and get the equipment we were done. We were never told of the maintenance charges on a yearly basis. My husband was never happy with several things. We have call so many times, they promise a call back and nothing. Then they blame the finance company. No one wants to do anything to help us. We just want to be done with this company.

  Business response

  02/15/2024

  We apologize for the delay and will reach out to you as soon as possible to find a resolution.  

  Customer response

  02/23/2024

  They have called my husband upset that a complaint has been filed.   They promised to call me to set up a call with all of us and nothing.    The contract clearly states we have rights of we are dissatisfied.   They have done nothing but lie.

  Customer response

  06/11/2024

  06/11/2024 M-TR [CR] This company sold us a water softener they said was 100% guaranteed and that we could finance it and if ever not satisfied, we could asked to be released from financial responsibility and they would assist us in the process. We were never told of all the service and expense requirements that would be needed to keep the warranty active. We regret buying this and have not been using it due to the expense it takes to maintain the unit and filters. We have been disputing all of this for over 2 years and have also filed a complaint with the finance company this company uses. It's been nothing but a run around for us. The only option this company has suggested was to stop making payments and when the finance company calls them to repo it, then and only then will they come to repo it. We called the finance company and they also suggest that we file a claim and stop making payments. Our credit has been at stake for a system that cost ******* and has expensive upkeep that was never disclosed to us. We do not want this unit. We would be happy if they forgive any balance owed and to come pick it up.

• Initial Complaint

  01/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife and I were looking at options for backup electric for our home in the event of a lengthy power outage such as ice storm, tornado, etc. We arranged a visit with a salesman from Tri-State Water, Power, and Air regarding a Generac stand by generator. During our meeting with the salesman, ****, we asked very direct questions regarding the unit and our needs. We advised that we needed the unit to be able to run our entire residence for a minimum of three days. We also asked **** if EVERYTHING was included in his cost estimate. **** advised us that everything was included and we specifically asked about the propane tank required to run the unit and **** advised it was included and would be capable of meeting our desire for three days of running the house. When Installers came to put the unit in, they advised us it only comes with a small "Temporary" tank and we would need to buy a 100 pound tank to run the unit. We advised him what we were told by **** and the installer stated, "Salesmen lie". Having no other options, we began looking for a propane tank large enough to run the unit for three days. We located a 200 pound, 57 gallon tank on the internet for roughly $2,000. Before purchasing the tank we contacted Tri-State Water, Power, and Air and asked if the tank would be sufficient to run the Generac for three days. We were advised it would be more than sufficient and would run the unit ***** days. We purchased the tank and arranged to have it filled with propane. The propane company arrived to fill the tank and advised us we were misinformed, that the tank we purchased was completely insufficient to run the generator and it would only work for roughly an hour in the winter and less than a day in optimal circumstances. We have spoken to Tri-State to try and work this out and they refuse to alleviate the issue by reimbursing the funds we spent on a tank that was supposed to be included, and is not even sufficient to run the Generator as we were told.

  Business response

  02/15/2024

  As with all customers, these customers were quoted an emergency generator including installation, and supplied with a free temporary propane tank. The Contract specifies that a free temporary propane tank is supplied and that the Customers are responsible for the permanent propane tank. The customer is choosing to bury their propane tank which is an average cost of 5k-6k including the tank.  The customer feels that should have been included in the cost, despite the fact Tri-State did not include a permanent propane tank or cost to bury one in the quote.  A free year of service and a $750 discount was offered to the customers to help go towards the cost of their propane tank, which was declined multiple times.  

  Customer response

  02/16/2024

  Complaint: 21097470
  
  I am rejecting this response because:

  First, they are ridiculously off target on the cost of a burried tank. The total cost would not exceed $3,000. And if they do not provide this service, their salesman should not say that they do.

   Additionally, none of that addresses the fact that we spent $1,200 to purchase a tank that they said would operate the generator for the required 3 days, only to find it is actually completely inadequate to run the generator for more than an hour. Their $750 dollar offer does not even cover the cost of the tank they advised us to buy, but it completely worthless to us and will not work for the generator.
  
  Sincerely,
  
  ***********************

  Customer response

  02/29/2024

  Im curious how they are deemed to have made a good faith attempt to resolve the issue with an offer of $750?

   The propane tank THEY told us to buy to run our generator cost us $1,200 dollars and is completely incapable of running the generator.

   We then had to spend another $3,000 to have an appropriate tank installed to run the generator. That puts us $4,200 down and they offer $750?

   And this doesnt even account for the fact that they offered remote monitoring at the time of the sale and do not provide it. And they guaranteed us a prioritizor that lets us dictate what items in our house have priority for getting power during an outage and they havent supplied that either.

   They are over $5,000 in expenses behind on what they said they provide. $750 is NOT a good faith effort.

  Customer response

  06/11/2024

  06/11/2024 M-TR   [M] LVM for the consumer requesting a complaint update for possible mediation efforts.

  06/20/2024 M-TR  [M] Sent an email to the consumer requesting a complaint update for possible mediation efforts. [CR] We resolved this matter with Tri-State after they agreed to pay $3,500 and also provide two services they had previously denied were included.  This matter can be considered closed.

• Initial Complaint

  11/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a generator that has been installed. In the process of installing the hardware, my internet fiber line was cut. The installer let me know right away and contacted his manager **** ****. The installer informed me that they would take care of the servic fee for having the ISP repair/replace the cut line. Once I received the invoice from my ISP, I contacted **** via ************ on Oct 26th and he assured me that he would reach out to the ISP to pay or send me a check for $99.00. He ask that I send the invoice to his email address *********************** in which I sent the invoice the same day of the 26th. I've since sent follow-up emails and have called and left several voicemails without a follow up. I understand that things come up. I'm simply asking that the company honor the commitment of paying for the replacement of the cut fiber line as discussed with Mr. ****

  Business response

  12/01/2023

  A check request was made for the customer's requested reimbursement amount.  The customer was contacted and made aware that a check has been requested and will be mailed next week based on the request date.  

• Initial Complaint

  11/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a ****** and ******** 20 kw generator this year. First one installed did not work and was replaced with a second one. Had to have the battery changed on it within a couple months. Had generator shut down during test. Called company and had me do workaround with the fuse. Generator is up and running again. Service call was setup. On the day of the service call I called the company to make sure service was still being provided. Found out technician assigned quit and I was not notified. Corporate was supposed to be notified and I was supposed to be notified of the new service date. Never did hear from them and called the following week again. Had ne do ************** again. Was told the general manager would be notified and if I did not hear back from them to call customer service again. Still have not heard anything from them again. The generator when it runs works perfectly. But I do not like the knowledge that some of the generators have a software fault that causes them to shutdown when running the weekly test. And requires ************** to get them working again.I had a Generac system where I used to live and it performed perfectly.I just want this generator to work again when needed since I paid alot for this product.

  Business response

  11/13/2023

  Service was scheduled for Monday, 11/13/23.  The controller was updated to avoid the fault on the test.  We apologize you have had issues with your generator.  We want all of our customers to be satisfied with their product and the service that comes with it.  

  Customer response

  11/21/2023

  Service was not performed on Monday Nov 13. Nor was the controller updated on that date. Notified today 11-21-2023 that service would be provided on Dec 1 2023.

  Customer response

  02/23/2024

  TR 02/23/2024  Mediator left a detailed VM for the consumer seeking an update for mediation.

  TR 02/28/2024  Mediator sent an email to the consumer regarding mediation effort. [CR]  Yes, everything is fine. 

• Initial Complaint

  10/24/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a full house generator that was installed on October 1, 2923. The gas line is leaking and the unit is not level. Th base it sits on is not sufficient. I have called three times and have not had a reply!!! Help!!!!

  Business response

  11/13/2023

  These issues have been resolved.  We apologize for the poor experience this customer had.  We want all of our customers to have a positive experience.  If you have any other issues, please reach out to us in Customer Service.  

*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. ↩