Complaints

• Initial Complaint

  05/23/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Have contacted the company on several occasions for issues related to product not delivered, to defective (used) product installed, lack of response when they fail to respond or return calls as promised. I have requested on seven different occasions the activation email for a product offering, and received several promises that it would be forthcoming that day. *** requested a product return for a system that does not work as advertised by the salesman and was purchased based on those promises. Again management said I would be hearing from service department to schedule a person to pickup the failed system. Again after not hearing from them after several days I again called and was not forwarded to a manager so I stated that if this is the type of service received in regards to returning phone calls or sending simple emails, I did not want to see what issues I might face trying to get service from them if one or both of my other water systems failed. In light of that I requested a call back that day to address my issues or my next call would be to request they pick up everything. And true to form my call was never returned.

  Business response

  06/06/2023

  This customer called in with an issue at a time when our customer service manager was on vacation.  This lead to the issue taking longer than expected to be resolved.  We reviewed our intake procedure to take into account the customer service manager's schedule to ensure issues are handled in  at timely manner.  We have reached a resolution with this customer.  

  Customer response

  06/12/2023

  The only factual part in the business response is that we have reached a resolution.  Although concerning that the rest of the statement is not accurate, a resolution has been reached.

  Customer response

  06/12/2023

  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

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Bought the generator package from these folks. Have had nothing but problems with it since day 1. Their warranty states 10yr warranty now after 3 years you have to purchase service agreements to keep a warranty. Power constantly goes out generator doesn't work. Because its 2 hr drive to location they don't like to come out. And employees are rude and throwing tissee fits because you called it in on their day off but they are on call anyway. AVOID THIS COMPANY AT ALL COSTS! Ask me how they are bilking an 83 year old in a wheelchair that has to rely on the generator to work properly when needed to charge the chair. As of now we cannot trust this generator to work when needed.

  Business response

  10/19/2022

  This will be addressed from our *****************

  Customer response

  10/24/2022

  Until the unit is deemed bullet proof we do not accept their response. They keep replacing the same parts over and over without finding why is is blowing the same part multiple times.

  Business response

  11/07/2022

  Thank you for bringing this to our attention. The last thing we ever want is a customer without ********************** and their generator not come on. We certainly will look into our emergency service protocol to ensure our customers' needs are being met anytime day or night. With our service agreement we do require a generator rest to determine what service is need. While it is imperative to ensure we have the correct parts for your service call. Our recent visit on October 19th, We diagnosis a loose wire to the starter solenoid and the problem has been resolved. Our goal is to ensure each of our customers have confidence in their products and they perform as expected when the time comes.
  
  

  Business response

  04/28/2023

  We understand this is extremely frustrating for our customer.  After looking into this issue to resolve it promptly and accurately. The customer has informed us that she did not write a complaint to anyone, and everything is going well.

  Customer response

  04/28/2023

  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,
  
  **************

  Customer response

  04/28/2023

  Complaints have been taken care of.

• Initial Complaint

  04/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Bought a $12 thousand dollar whole house generator doesn't work.

  Business response

  06/06/2023

  The system was continually required to be restarted.  Tri-State replaced the customer's starter and the issue was resolved.  

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Please help - we had a generator installed and had our first need 22 days after installation and it failed - we had to revert to a portable and we have been unable to get a resolve from Tri-State. We are in our 60s, my husband has 2 brain surgeries and a heart surgery. I shared all of this with the company and still no resolve. We are just heart broken over what to do.

  Business response

  02/23/2023

  Thank you for reaching out. We appreciate and share in your concerns regarding the response time to your need for service and proper equipment function.  Upon reviewing the account, a member of our management team has been in touch with the customer and appropriate action is being taken to ensure that your equipment functions properly and our response time is aligned with our customer expectations. 

  Customer response

  02/23/2023

  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,
  
  ****** And ***************************

• Initial Complaint

  12/07/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On 10-20-2022 I met with on of their sales representative at my request and after meeting I agreed to purchase one of their units and he said someone would be contacting me to schedule the installation. Several weeks later I received a call saying the installation would be on 10-02-2022. On that day only one installer came and he stated he could only do the setting up and the gas connection but the electrician couldn't be there due to an illness. When I asked when the installation would be completed he contacted his office and reported back to me that the electrician would be coming on the following Tuesday 12-06-2022. When no one had came by that afternoon I tried to contact them during their stated business hours. After being hung up on twice by their automated answering service twice I finally was able to actually talk to a receptionist who transferred to someone who said he was in charge of scheduling repair work but he said he would contact the person in charge of scheduling installs and then transfer the call to me. A few minutes latter he came back to me and stated the person I needed to talk with was busy and could not take my call at that time but he assured me that she was aware of my issue and was working on it and would be calling me. He also gave me her name and extension number and stated I could call her. 24 hours later without receiving a call I tried to call her but was only able to leave a voice mail that has yet to be returned.

  Business response

  01/13/2023

  We understand this was extremely frustrating for our customer.  We always aim to deliver a great experience and it’s disappointing that we didn’t meet the customer expectation.  While we experienced delays in completing the installation and communication should have been better, it is our understanding the job is complete and the generator is providing the peace of mind you deserve.  We hope we have made the appropriate accommodations to satisfy this issue.     

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We had a water softener system installed a few years ago in a previous home. When we signed up, we were told we could have it moved for free one time if we moved houses (we has asked as we were considering moving already at the time as our family was growing). Well in 2018 we moved, however, when we called the company were then told it was going to cost several hundred dollars to come reinstall. When we brought it up then we did not get anywhere, and did not have the money to have it reinstalled for the price they were asking. A few weeks ago we had a water heater replaced, and the installer contracted through home depot had mentioned they should have come out and installed it at no cost and he would reach out to the guy at the company he partners with at tri-state. When we called to follow up, we were told it would cost several hundred dollars still to have the unit installed, which is again not what we were told. We only want the unit installed as we were originally told it should have been for free, and then again retold the same information by a technician.

  Business response

  12/20/2022

  Tri-State is dedicated to standing behind our products, warranties and special promises to our customers.  After further review, we confirmed the information the customer provided is correct.  Please accept our apology for this oversight.  Our Customer Service Manager will be reaching out this week to schedule installation of your equipment in your new home. 

  Customer response

  12/21/2022

  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. I will await their call. 
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a toilet installed during November 2021. Here lately I have been noticing sewer gas coming from the bathroom where the toilet was installed. I called the businesses plumbing department but was unable to reach anyone and was directed to a voice mail. I left my information & reason for the call on a few occasions but haven't received a call back from the business. I suspect a wax ring may not have been installed during the toilet installation due to the sewer gas escaping into the bathroom.

  Business response

  02/23/2023

  Thank you for reaching out. We appreciate and share in your concerns regarding your toilet installation.  After inspecting our work, a member of our management team has been in touch with the customer.  The issue wasn’t with the toilet it was a basement bar sink and the lack of water in the drain causing the foul odor. The issue has now been resolved. 

• Initial Complaint

  11/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tri-State was referred to me by *** **** *****. Tri-State Water was paid to install a water supply & drain for my dishwasher. The plumber did complete the job, however, in installing the dishwasher, the plumber caused damage to the dishwasher that resulted in a water leak. I was informed by the foreman that the plumber was fired from Tri-State, primarily from the quality of work completed at my property. Presently: -I need to replace the GE Dishwasher, which I was advised to replace, as the damage done is not profitable. -Mitigation: remove moisture from the floor and from the dishwasher leaking. I cannot recommend this business.

  Business response

  01/27/2023

  Tri-State completed a dishwasher disconnect/reconnect for this customer in February of 2022.  While a considerable amount of time had passed between completing the work and receiving notice of an issue, we worked with the customer in order to reach an agreed upon resolution. The customer obtained estimates and Tri-State provided a check to the customer for this amount.  Tri-State continues to improve our technician training and strives to provide top service to our customers.  

  Business response

  02/06/2023

   Thank you for making us aware of the difficulty you had reaching our team.  Each of our customers are a priority and our goal is always to respond in a timely manner.  I am happy to report contact has been made and we will be making a visit to the home to address any concerns expressed.
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I Purchased a 20KW Whole Home Generator in June of 2022. It was delivered to my home on June 28th.In July the Electrical System was Paired with my Home. In August A trench was dug and gas line was laid in the trench. This is where the Installation Ceased. It is now the end of October and my Generator is still Not connected or running. The Contractor continues to make dates To come out and Finnish the job but They don't show up.I don't understand why Tri-State doesn't Use another Contractor to Finnish the job. This was to be a 2 week job, This has been going on for almost 4 months.

  Business response

  11/18/2022

  On any job, there is a potential for issues to arise and our goal is to have them corrected as quickly as possible.  Unfortunately, it looks a member of our management has been in full contact with the customer to make this situation a better experience. There is an issue with the mitigation company and the customer not communicating with everyone in a timely manner. The last time we reach out was October 13^th 2022 via email for bids on repair. We are still waiting for a response from customer. We would like to state we are repairing all damages no cost to the customer. Our General Manager as been in contact today as of November 17 2022 with the customer and has ask the customer to send us a statement of what he thinks is a fair settlement. The customer has agreed to this.

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchase what as advertised as a whole home generator for over 14000.00 in March 2020. I was referred to this company by someone else. This generator has been nothing but a disappointment because I thought I was buying a product that was reliable. One that would keep me from dragging out cords and gas cans as i was accustomed to when using the portable generator. When the sales person come on his initial assessment of my house he walked through and looked at both main breakers as well as individual breakers and assured me that the generator that he would recommend was sufficient to power up my entire house, that didn’t happen. It swaps from auto to manual. Sometimes the indicator don’t light up at all. They’ve changed batteries starters av boards, they had me to go into the back and reset a switch. Sometimes they just come out and look at it and thinks that will fix things but guess what the next the power goes out the generator is sitting their as quite as can be. The only way that I could get it to come was to open all breakers and put a breaker on at a time. Now when I call about an emergency they’ll take the call but nobody never shows up or return my call. Their is a difference between a service call and a emergency. The thing that I hate most is that I recommended this company to two of my best friends. One is blind in one eye and his wife has to assist him in trying manually start his generator. The other one is on a walker.. I’m two weeks out before some one will be here and I have warranty. These people will lie you. I want it replaced because they have tried to many things and when the tech walks away they promise you that it’s fixed when it’s really not. They use a process of elimination.

  Business response

  10/24/2022

  **** ******** had an outage on October 6th,2022 the customer didn't call till October 10th. We schedule our soonest appointment on October 18th. On the day of the appointment a diagnosis was made that the control panel needed to be replaced at No charge to the customer we replaced the control panel.

   

*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. ↩