Complaints

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  These people will lie to you!!! They tell you anything just to sell you a water filtration system!! I was not told that I would have to replace the tanks every three years and have them come out and do maintenance on my system three times a year!! On top of that you cannot get the reverse osmosis filters from anyone but them so they up charge them. I no longer want the system it is not worth the investment there’s much cheaper options that I am finding out. They just replaced the tanks this past July and did a full yearly maintenance on everything but the water softener. A month later I get a call and they want to come out and charge me another service charge to service the softener after I just paid them $1000 the month before. All they’re doing is trying to hit me with double the service charge!! I am done with this company they will not get one more penny from me!! Either finish the job or I will replace it with an easier and cheaper to maintain system.

  Business response

  09/15/2022

  We have reached out to the customer and had an appointment for 09/13/22 to perform his *** at no cost, we believe it was miscommunication on the service that he declined. Customer 100% declined the service upon setting his appointment. We have resolved this issue with customer.
  

• Initial Complaint

  08/31/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On March 9, 2022, Tri State installed a 20kw, whole house, backup generator system built by ******************** Tuesday March `5 the generator did the normal self-test at three p.m. as programmed and all was well.On Tuesday March 22 at 3pm the generator tried to do the self-test as programmed, started then after ten seconds shut down. Tri State was called, and a service tech could not be sent out until March 30. Upon arrival the service tech changed out a faulty battery and stated that the onboard battery charger was improperly connected, that issue was corrected, and the generator tested. All was presumed well.Again, the following Tuesday the generator failed the scheduled self-test giving an "under frequency" error code, once again Tri State was called, and no tech was available for two weeks. This has been the scenario for the last five months I have requested that the generator, obviously faulty, be replaced, to no avail. the servce tech is due here on September 8, to attempt to diagnose the problem.This s an unacceptable level of customer service and I hope the ********************** can intervene and resolve this situation

  Business response

  09/15/2022

  Customer unit is giving an AVR fault identified by ****** as needing an firmware update, tech has turned the test function off to ensure unit performs when needed. we have scheduled appointment for 09/28/22 to install the new firmware and resolve this for good at no cost to the customer.

  Customer response

  09/15/2022

  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.
  
  Sincerely,
  
  *******************

• Initial Complaint

  05/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a new ****** * ******** whole house generator from tri- state water, power and air. I made a 1,000.00 deposit on 3/5/2021 and paid the remaining balance of 11,900.00 cash on 4/27/2021 after installation. since the installation of this new generator, there have been 4 natural power outrages in my home/area (8 July, 2021, 9 sept, 2021, 3 dec. 2021 and 4 april 2922) and this generator has failed to start each time. there have been 3 service calls from tri state to my home for the generator but it still doesn't. the last service call was scheduled for 20 April 2022 but I canceled it. I called the ****** ********* corporate office on 20 April to request a new unit be installed and was told tri-state just need to request it. ****** * ******** made contact with tri-state on the matter. I did not hear from tri state again. a new generator should work and not need 4 service calls. at this point, I do not want this generator because there has to be serious problems with it. I would like tri state to remove this defective generator, and install a new one.

  Business response

  08/19/2022

  After further discussion with the Customer Service Dept. Tri- State Water replaced her unit and she is now happy with her install.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Tri State Water, Power, and Air is the most unethical and unprofessional company I've worked with. After they rescheduled my appointment to install a generator multiple times, I agreed they could install the generator while I was away on 01/13/22. They called after they finished stating the installation went great. When I returned home, I noticed my Internet was not working. I called and they decided then to inform me they accidentally cut my Internet cable... No one had planned to inform me of this. I stated I wasn't going to pay for the generator until my Internet was restored. I was told to contact my service provider to fix the problem (that they created) and that they couldn't help me. They did say someone else in the company would be contacting me to "make it right"... At no point in time did anyone reach out. A few months later, I see they charged my card with out my authorization on 03/18/22. At no point did I sign off on the work that was done and why did they hang on to my credit card number over 2 months after they installed it? I called the company and was told by the individual that they will compensate me to "make it right", however, they will need to call me back after talking to their supervisor. Three weeks have gone by and no one has contacted me.

  Business response

  06/23/2022

  Tri-State would like to apologize for the manner in which this case was handled.  Not only was the customer's internet cable inadvertently cut, but the customer was not immediately made aware of the issue.  The customer was understandably upset and this installation was not up to our standards.  Protocols have been updated and additional trainings have occurred in direct response to this situation.  Tri-State has promised the customer that we will take care of the fee associated with fully restoring the customers internet service and the customer has been provided a refund in the amount of $3,000 for the hassle associated with this mistake.  

• Initial Complaint

  04/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a whole home generator in November 2018. It cost $13,500 and came with a 10 year warranty. Since 2018 I have had off and on problems with the generator not starting up during weekly checks and weather related outages. The latest two problems occured on Friday, 25 March (power outage) and on Tuesday 29 March. I called to report the issue to Tri-State **************************** and asked them to send someone out to correct the issue! They have come out 4 other times to fix this issue in the past 4 years at no chage. One time I had to purchase a new battery for $89 that they said was not covered by the warranty. This time when I called I was told by two men there that I would need to pay either $127 or $147 (can't remember) to have someone come to check out the issue. They both said that once the serviceman arrived to the house anything after him arriving would be covered under warranty. But I would need to pay that price just to get him to the house. This makes absolutely no since. I hung up on the second person because I saw it was not going anywhere! I did say I was going to report the to the BBB prior to hanging up on him. I look at it this way...My ***** truck that was under warranty gave me an ABS warning light and message that said there was an issue with my brakes and not to drive it until it is fixed. I called ***** and they sent a tow truck to my house and took the truck to be fixed at no charge to me even when they could not duplicate this issue! That is what a warranty is for. I still need to get the generator issue fixed because they refused to send someone out unless I paid them io get a repairman out to the house!

  Business response

  06/23/2022

  We made contact with the customer on April 13, 2022 and resolved all issues concerning the warranty coverage and maintenance on their generator. Customer was happy with the information provided and set up an agreement to cover maintenance going forward. 

  Customer response

  06/23/2022

   
  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.
  
  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. ↩