Complaints

This profile includes complaints for Tri-State Water Power & Air's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Tri-State Water Power & Air

  1220 SW End Blvd Cpe Girardeau, MO 63703-7617

  
• 

  Tri-State Water Power & Air

  1656 Headland Dr Fenton, MO 63026-2837

  
• 

  Wilson Heating & Air Conditioning

  97 Masters Drive Saint Augustine, FL 32084

  
• 

  Creeks Air Conditioning & Heating

  51 Hudson Way Ste 1 Ponte Vedra, FL 32081

  
• 

  Tri-State Water, Power & Air

  3925 Papermill Dr Knoxville, TN 37909

  

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/17/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 02/15/2024

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

  Customer Answer

  Date: 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 Answer

  Date: 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

  Date:01/04/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:11/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:11/04/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date:10/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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.  

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  generator not installed properly and is not working at all and company has not tried to correct problem.ameran electric and peoria county and ag land gas has all not o k ed installation.company will not answer phone call and needs to remove unit.

  

  Business Response

  Date: 11/13/2023

  The customers generator was removed, per the customer's request. 

  Customer Answer

  Date: 11/14/2023

  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

  Date:09/29/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased an all-house generator from tri State in October of 2021. The installation agreement stated that the generator came with a "10 year all parts and labor" warrantee. The sales representative, *********************** confirmed that the warrantee covered all parts and all labor, no exceptions or exclusions. The generator failed on 6/27/23 indicating a battery charge problem. When I requested a service call from tri State I was advised that my warrantee only covered ****** and ******** parts and not the battery and, as such, I would be charged $220 for the service call. Since the failure came in the middle of a protracted power outage it was essential to get it repaired and I agreed to pay the charge and discuss it with Tri State later. Troubleshooting by a tri State technician revealed that the problem was not the battery, it was a failed ****** and ******** suppled relay. This was determined after the battery had been replaced. In spite of that I was charged a total of $322.20, I never received a bill or invoice so I have no idea as to what the specific chargers were.On 7/5/2023, I sent a letter to Tri State disputing the charges and requesting a refund. I was contacted by one of their representatives who informed me that the full-coverage warrantee was from tri state and was only applied to the first year. The 10-year warranty was from ****** and ******** and only involved their parts and equipment. I then pointed out that the problem was caused by a ****** and ******** component. I also pointed out that my Tri State warranty had been extended for an additional year because of a referral. Both warrantees were still in effect and all parts and services should have been covered. At this point the Tri State representative became defensive. He did offer a compromise solution involving an extended warrantee which I agreed to look at if he would send me information on it. He never did.I am therefore requesting a full refund..

  

  Business Response

  Date: 10/10/2023

  Thank you for bringing this to our attention.  While the battery is not covered under your warranty, we have identified that the issue with your generator was warranted.  We have provided a full refund for the charges you incurred during that visit.   
  We want each of our customers to enjoy the full benefit of their warranty and have provided additional training to our team, ensuring our customers experience is in line with their warranty coverage. 

  Customer Answer

  Date: 10/11/2023

  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

  Date:09/11/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I met with the sales rep at my home late summer of 2022. The sales rep stated it would take about a half day to complete installation. From the time the unit arrived and install rep arrived it took well over 3 months to get the unit up and running because of the lack of knowledge of electrical panels. I had custom built my forever home and had an electrical panel wired and installed for a generator and the installation team didn't even know how to hook it up. They installed 2 transfer switches when only 1 was needed ruining the brick veneers of my new home. They had to employ my personal electrician to finish the installation because their team as not knowledgeable about the installation of the generator to my home....which was not very difficult. Those were the initial issues. Finally the unit was installed and worked upon the initial firing up in Dec of 2022 (not Sept 30 as they stated was the original install date). I was content at this point. 2 weeks ago my power went out and the generator turned on but did NOT power the home as it is supposed to do. I went out to the transfer switch and turned the switch on and off thinking it was tripped. It was NOT. I have been trying to get ahold of someone to talk to me from their corporate office in management about rectifying the situation and I have yet to hear back from anyone in management at corp. I spent an insane amount of money for this product and it is a $15k paper weight. The tech that was supposed to come out first thing this morning did not show up until 11:42am. Their location is an hour and a half from my door and he was supposed to show up between 9:30 to 10:30 am. I took a half day off of work to meet this guy. He stated to his corporate office that the transfer switch was turned off. IT WAS NOT! The biggest issue is that I have a 2 year old at home and in Texas in August the heat is insane. We had to vacate my home to go somewhere that my child would not overheat. I would like a full or partial refund.

  

  Business Response

  Date: 10/10/2023

  We appreciate you bringing this to our attention and we know
  that your time is valuable.  We never want a customer to wait an unreasonable amount of time from the start of installation to have a fully installed generator in their
  home.  We have taken necessary action
  with our teams to ensure they are prepared and able to address all types of
  installation, straightforward or otherwise. Upon receipt of the customer’s complaint, we scheduled
  service in a time frame that was the least disruptive for the customer. 
  We found that the breaker in the transfer switch had been turned off. 
  Once turned back on, the generator performed as promised and is ready and
  prepared for an outage. Your generator should provide respite in times of
  uncertainty and protect your ability to stay in your home.  In accordance
  with our guarantee, we are reimbursing the customer for any potential stay in a hotel when their generator was not yet functional.  

• Initial Complaint

  Date:08/31/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a generator from them in Nov. 2022. We had a power outage at the end of July 2023 and my generator would not work. I called them and they just came yesterday to help me. They have an emergency line but they say it takes 24 hours to get here. I am in a lift chair so I couldn&#**;t get out of my chair for 24 hours. I called the ** of Operations, the **** the service manager and district manager and they said it would take 3 weeks to get to me. I told them it should not take 3 weeks because I can&#**;t get out of my chair or get my garage door opened to go to my doctor&#**;s appointments.My suggestion is to contact some tech schools so they can apprentice with them and they hire more staff. I would like a credit of a month&#**;s payment on your bill.

  

  Business Response

  Date: 10/06/2023

  Unfortunately, we were short of technicians able to run appointments in this customers area at the time of the customers issue.  We extended this customers free service period for an additional year and provided a check to the customer equal to one months payment as requested.  

  Customer Answer

  Date: 05/01/2024

  I purchased a Briggs&******** generator, 12W/60amp on 11/16/22. I have had trouble multiple times with it not operating. It should run a test each Tuesday, and once again I reported it not testing since March 10. An electrician was sent because no technician was available until April. The electrician said it cycled fine. The following Tuesday, no test. I requested a tech again, and was told a tech would not be available until 4/11. On 4/11, I was called by TriState to cancel due to the only highly trained tech they had was ill. No one was available til 4/30. I advised this was unacceptable, as it has not been operable since 3/10, and I am handicapped. TriState rep said they couldnt help it, that people get sick. Then I did receive a call that they would send a tech out that day. He did come around 3p, and found the rectifier had been recalled, but they do not track parts #s, so they do not know which customers have which parts to notify them. I was initially told a rep would not be able to come for 2 months to get it running. I said this is unacceptable, and one is scheduled now for 4/22. I cannot trust that they will come that date or that this will fix the problem, as this is not the first time this has happened. Very poor customer service. They need to reimburse me for 2 months of downtime when the generator was not working and I would like a different generator installed with advanced free maintenance through 2026 to assure I am not out more $. My payment is $375 to them monthly, and I expect at minimum $750 for all of this trouble and downtime plus extended free maintenance as they cannot be trusted to keep it up and running. I have paid each month since November 16, 2022 plus the down payment of $5000. I am a working upstanding paying customer, and ********************** has not honored our agreement that they would be timely with upkeep and troubleshooting as they said they would when I initially purchased it. Very disappointing and stressful. Thanks for your response.

  

  Business Response

  Date: 06/04/2024

  This complaint has been resolved.  We provided the customer with a check in the amount requested, extended her warranty for one year and installed a Omni Monitor at no charge so that we can now monitor the customer's generator and receive alerts if she should have any additional issues.  

   

  for the customer and can now monitor the generator.  

• Initial Complaint

  Date:08/17/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a generator, and they failed to show up for inspection with the city. We waited a month for this to happen. And now it still doesn't work, we have had 4 power outages and error code comes up . Have set up time for the repair, and they cancelled on us. Said they would be here on Tuesday, again no show. We want this fixed or a refund I paid So I can get. a different company to install a new one. We paid by check : deposit of 2000.00 & 14,950.00 when installed. That is alot of money to let go of. my Address is *** ** ***** ***, Celina, Tx.

  

  Business Response

  Date: 08/29/2023

  According to our notes, customer was scheduled for service on 8/14.  Due to multiple emergencies, the appointment was rescheduled a few times, but resolved on 8/24.  The generator is currently operating properly.  

  Customer Answer

  Date: 09/06/2023

  I have looked at unit and it appears to be in good condition.  Haven't had a power outage since Tri-states repair to verify if problem is rectified. Thanks for your help in this matter.  ***************************