Complaints

• 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

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Company installed backup generator and it still not function as originally designed. It does not come on when power goes out and it doesn't even reliably "test run" each week as it is supposed to. Technicians are NOT reliable and have yet to provide repairs they state are needed...

  Business response

  11/15/2024

  We apologize for any inconvenience you had with your generator. Service has been completed including running a simulated power outage and resetting your testing time to ensure the generator is operating as it should.  If you have any further issues, please call us at ************ and thank you for choosing Tri-State.
  

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I've considered doing this for years now, but always felt like there wouldn't be much point, but I think it's time. In 2019 we purchased the water treatment system and it's never worked the way it was supposed to. From the start we had issues with the sales *** telling us one thing and it not matching up with what their service department could do. The sales *** didn't tell us a lot of things, which we found out later, but I'll get to that. We purchased the disinfection light, water softener, and the water conditioning system. As of 2024, only the softener is working. First went the bulb. We couldn't afford to have the lightbulb ***laced and just moved ******* went the conditioning system which ended up causing our septic system to clog because it was dumping so much into it because it wouldn't stop running. Their techs ran it to our septic and from what we were told by the company that had to ****** our system, softeners should never drain to septic systems. During this, we found out that there's a yearly fee to maintain these products-which was never mentioned when we were sold this. We already pay a bill monthly for the equipment and with all our other bills we just cannot afford the fees that come along with maintaining products that are supposed to have a "lifetime warranty". I've called and spoken with their service team a few times letting them know we've had issues and really just want to return it but that's impossible from what I've been told. So, we tried ***lacing things ourselves with parts we bought from them and wouldn't you know, it's still not working. My point here is this company is not up front with their customers at all. I know I'm stuck with a useless system now and a lot of debt. My hope is someone will see this and run the other way before purchasing from this company. That being said, all I want is for this debt to be gone. The equipment has never worked like it was supposed to. I'm paying for equipment I can't use.

  Business response

  10/28/2024

  Thank you for reaching out.  Never, do we want someone to purchase equipment with a goal of improving their quality of life to have it not work or not be able to maintain it.  While our equipment does carry a lifetime warranty on most of its components as with many mechanical pieces of equipment regular scheduled maintenance is required for it to function at its prime and deliver upon the benefits it provides.  These requirements are listed in the equipment materials and our representatives traditionally cover this information at the time of the water test.  We are taking this feedback seriously and utilizing it as a training opportunity to ensure it does not happen again. 

  Our **************** and Service teams have been working to find a resolution to your concerns and ensure all maintenance is up to date,equipment is functioning properly, and we have a plan for maintenance going forward that you can have confidence in.  If the drain line needs to be rerouted somewhere other than your septic system, we are happy to address that upon our return visit this week.  Thank you for giving us the opportunity to make this right.  

  
  

• 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. ↩