ComplaintsforTri-State Water Power & Air

• Initial Complaint

  09/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a whole home standby generator in August of 2023. The purchase included a service plan, emergency service, and a 7 year warranty. My generator is due service but no one will ever answer the phone, After holding and getting a message you are the next caller, you are forwarded to an answering machine but no one ever returns your call. It seems the company is interested in selling generators but not providing service after the sale. I have been trying to reach the service department for over a month. Very disappointed, They over promise and under deliver on the service I was promised. The reason I picked this company was because of the service plan and 24 hour service.

  Business response

  09/09/2024

  We are very sorry for the inconvenience of not getting through to our customer service call center. We have already reached out to you and set service and will ensure that we provide prompt service to you in the future.  Thank you very much for trusting in TriState.

  Customer response

  09/11/2024

  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

  08/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They were supposed to come out and change the filters. I told them that the shut off valve under the kitchen sink leaks, the shut off valve in the basement leaks, the valve that controls all the water in the house leaks. ******, the tech, said that Tri State needed to replace the valves when they first put the system in. Someone should have contacted me since August 6th about this. I feel like now that they have neglected their responsibility they need to give me a reduction in the price for service whenever they come back to do the work.

  Business response

  08/30/2024

  Tri-State has agreed to absorb the cost of replacing the valves by scheduling an appointment with the customer to ensure the unit is working properly and replace the ** filter. 

  Customer response

  09/10/2024

  I didn't have a working phone until yesterday. But the company did reach out to me and meet my requirements. The work is finished i am satisfied. Sorry for the late responses back. Thanks!

• Initial Complaint

  08/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved to a new home in March, the company came and moved my water filters system to the new house in which i paid over $400 for them to do so. When they reconnected the home to the water supply they did not do it correctly and it was leaking. I called to have them come fix it and they did but the tech left the pipe uncovered and said he was going to leave it that way because he wasnt sure if the way he fixed it would hold. Well after the rainy season has finally ended you can see that it is in fact still leaking. I called to have them come fix it again and they told me that they would not schedule it to be fixed until i paid my "unpaid" balance. These said unpaid balances are from service calls to fix the water leak and to also fix the system that also was not installed properly in my new home. Every time I have tried to get them to fix any issue they try to make me pay for something they did not do correctly.

  Business response

  09/09/2024

  This is not the experience we want you to have when reaching out for support from our team.  We take this feedback seriously and are working diligently to make sure we correct this for you and all of our customers.  We have attempted to reach out and will continue to do so, please call ************, for assistance.  Thank you.

• Initial Complaint

  08/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid ******** for a stand by Generator and service plan. Generator fails to start any time power goes out and seller refuses to fix the issue immediately. States I must wait two weeks for them to get a tech out and Generator in the mean time is not working. Seller states I must have a power outage for them to come out today.

  Business response

  08/30/2024

  We apologize your generator did not start during your power outage. As a ************ Membership (SCM) Customer we will do an immediate emergency call if we cannot get your generator running through a walk thru over the phone. If we are able get your generator running, we will then set an appointment for service on the soonest date possible.  If we are unable to get your generator functioning via a walk-thru over the phone, we absolutely will provide immediate service.  

• 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

  05/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a problem that not only involves the vendor, they are a contractor for ***********I requested a detailed description of the service, I got some off the information blacked out on the email.The detailed description list copper piping, they put in plastic piping, now they're saying they can't offer a discount. So I've requested that they put in the piping I'm paying for...An odd thing has happened, the ********** credit card appears to be the wrong type to pay the vendor. The service *** said he was familiar with some issues concerning the card, he said that I had to go to ********** to pay the vendor.I get to ********** to pay the vendor and the vendor has not emailed a receipt for the service to my email addressed.I checked the card on yesterday it was fine online, we called them while the vendor was here they said the card has to be used in the ********** store, so I made a purchase with it, the card does *********'s the greatest problem I see, and I'm hoping that I am wrong. ********** approved me the wrong kind of credit card to pay service vendors for their home services center. Bottomline, I feel the vendor has not finished the service by not putting in the piping they charged me for on their email. And as of this moment Ive not gotten a final ticket for the service that the vendor said they would email to me. It seems ********** needs to help out because its their contractor and their wrong credit card.

  Customer response

  05/10/2024

  Please cancel the complaint, ********** has stepped in and they are handling the situation. sorry for any inconvenience ***** ********

  
  

  Customer response

  05/23/2024

  May 8, 2024 Tri-State Water Power Air installed a water heater at my home, ********** contractor. The day before I'd requested detailed billing statement, invoice, work order, or something describing the parts, labor, installation, before they come put it in. I received an email that morning with some of the pricing, on a blank line there was $479, the line for water heater pricing was blacked out, and one for parts and labor $821, the evaporator tank was blacked out. Then there was another blank line that had the total quoted over the phone of $1300. I wanted to cancel cause the pricing was suspect, but I was hoping he'd give me a ticket and the end. The other issue was that the email said they were putting in copper piping that didn't happen, It took him all of 1 hr and 5 mins to put the water heater in with the evaporator tank. I had a ********** charge card but it wouldn't work, the plumber said that they had had problems like this before, go into ********** and pay it. ********** did not have a ticket in their system for me to pay, their customer care person started contacting the vendor to find out that the vendor was not connected to ********** system so I had to wait til this was completed. In the meantime, I explained the pricing issue and that they did not put in copper piping, the customer service person said she would get a detailed description of the pricing, and discuss the copper piping. Once the detailed description of the pricing to included pricing for each part, labor, and any other items that are normally on a pricing ticket for service is in their system I can come pay the ********** for the service. This is a weird situation, vendor has not been paid because of the IT system problem, and I'm not sure of my rights since the water heater was installed. As of today ********** has not resolved it, the vendor will not provide ********** or me with pricing. Lastly, I was getting calls from the plumber saying he was **********.

  Customer response

  05/29/2024

  Included with this submission is pricing information I received from Tri-State

   

  The first two(2) are the most recent, they show one quote with a service call pricing of $748.81, then its left off the second

   

  The second two were sent the day of the service, the issue is still that pricing is not clearly stated for parts, labor, hours worked, etc. And a charge for the expansion tank that is way beyond market pricing. The most recent price list the expansion tank as $41.87 with installation being $150, then the total written pricing as $748.81, then to get to the total $1300 they add a difference of $551.19. Which is not explained.

  If you look at the 2 screenshots nothing is broken down.

  This vendor is extremely over charging for the installation of a water heater and expansion tank.

   

  Currently they have not been paid, and I dont know what my rights are as a consumer in this manner. I asked them for a full quote for all of the services before they came, the quote showed up the morning of the service, and I didnt know what to do. i should have sent them away with out getting the water heater installed, but here we are..

   

  Customer response

  05/30/2024

  They are threatening to send my acct to a collection agency.

  Customer response

  06/07/2024

  I reached out again to the company for an invoice I could pay against, they resent the same attachment. It doesnt show a company name or account number for me to pay against.

  It still raises a red flag, the total which includes water heater $463, expansion tank $41.87, misc parts $93.94, and installation cost for the expansion tank which is a part attached to the water heater $150, total $748.81 which is what I believe I owe since they've never given me an accurate invoice, work order, quote, etc for $1300. This is where the red flag comes in with a unexplained difference of $551.19

  Customer response

  06/07/2024

  I don't think I should over pay them the 551.00 

  Business response

  07/09/2024

  Tri-State, Power, Water, & Air provided the customer with an itemized receipt as requested. The original receipt did state the job was completed with copper but was corrected in the new itemized receipt.  The charges on the receipt are accurate according to the piping used.  We except credit and debit cards and as of today the customer has sent in a check in the amount of $748.81 and still has a remaining balance of $551.19.  Discounts have already been added to the completed job.
  
   

• 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,
  
  *****************************

*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. ↩