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Business Profile

Water Treatment Equipment

Tri-State Water Power & Air

Headquarters

BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

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

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Tri-State Water Power & Air has 17 locations, listed below.

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    Customer Complaints Summary

    • 59 total complaints in the last 3 years.
    • 27 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint type

    • Initial Complaint

      Date:03/19/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      Complete and utter disregard for service. Purchased a generator for 17k. Sept /oct 2024. Took multiple appointments and multiple weeks in between to get installed. After a few weeks generator failed to start . Took multiple calls over weeks just to get them to make an appointment to come look at it. Diagnosed as bad starter. Took many weeks for them to come and fix it. Feb 2025 generator fails again. Several calls to get an appointment to fix it. March 4 tech comes out and Diagnosed bad AVR ( mother board) . States will return on March 6 to fix. On March 8 called to find out where he is. Told next appointment is March 28th 2025 to fix. Unacceptable. We bought and paid for VIP service. Make monthly payments for this service. Was told "that is the best we can do" i asked what is power goes out. Told to call and they would come and fix right away. Well power went out today at 7 pm March ******* called tristate at 730 pm received answering service who took information and passed it on to tristate. Was tough they would call me right back. Called again at 830 m again at 940 pm. Now it's 10 pm. And nominee had called or attempted to get in touch with me. I have no power , no generator to run my medical equipment. I pay for VIP SERVICE. I want them to come fix my generator failed twice now and or take it back and install a new one. This company should not get away with treating is customers this way

      Customer Answer

      Date: 03/20/2025

      the original purchase date was in sept / oct 2023 not 2024 as i mistyped.

      my apologizes 

      Business Response

      Date: 04/23/2025

      Thank you for reaching out and making us aware of your experience.  You are correct, we commit to providing the highest level of customer care and service.  Its clear that this has not been your experience and we sincerely apologize for that.  We are utilizing this feedback to ensure our teams are adequately trained and available to provide the level of customer support we promise, and you expect.  While it took longer to respond to your emergency request than it should have, our technician was able to respond that evening and get your generator functional when you needed it most.  We know that you have many options when selecting a power provider and we are grateful that you chose us.  You have our commitment to providing the level of support you expect going forward.  

      Customer Answer

      Date: 04/24/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ******* *******

    • Initial Complaint

      Date:03/06/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 home generator 2 years ago. Has never worked properly. I've had company out here more times than I can recall. This past Monday was the first time it was actually needed. It didn't work. Called for help and all I got was I had to pay a service call. I stated no way. **************** **** were horrible. A manager was supposed to call me. However they called my wife instead. ****** ***** told my wife they would be out today at no cost. They were a no show/no call. I called them, was waiting for an agent for 10 minutes then recording stated no one available, goodbye.

      Business Response

      Date: 04/10/2025

      We apologize for any inconvenience you have had with our customer service department.  We always want to ensure our customers get fast and friendly service.   Additionally, we apologize for the troubles you experienced with your generator service.  We have been out to your home and completed all work to ensure your generator will work in an outage.  If you have any further problems or concerns, please contact us.

    • Initial Complaint

      Date:03/04/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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 two standby generators from TriState about a year ago and had issues with them obtaining the permit, which has yet to be bought off by the City of ************. Each time they city would show up to buy the generator installation off, the TriState technician would never show up. After 4 attempts, I finally gave up trying. Now, roughly a year later I have two generators that do not work. One wont start, the other starts but doesnt provide power to the house. I have attempted several time over the past two months the same past two months to have a service technician come out to fix them to no avail. When I call, they either dont call me back or after taking my call, place me on hold and them hang up on me. I just need the company to make this right.

      Business Response

      Date: 04/18/2025

      Thank you for reaching out and making us aware of this issue.  At this time, service has been completed on your generators and both are functional.  The permitting issues have since been resolved and going forward, we are committed to providing a higher level of customer support.

      Customer Answer

      Date: 04/22/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ***** ********

    • Initial Complaint

      Date:02/27/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      on 5/2023 tri state installed a whole house generator and rewired my entire electrical breaker system in my garage and after a few weeks my master bedroom and master bathroom the power breaker kept shutting off power to my master bedroom and master bathroom reteatedly i contacted tristate and the electrical company who installed the elctrical wires and was told they no longer worked for tristate anymore and tri state kept ignoring my circuit breaker to my bedroom and bathroom shutting off power for several months finally a matanience man came out and lowered the voltage of the generator and power stayed on for my bedroom and master bathroom and i waited from 5/23 to 2/25 for tristate to finally do the free 1 year maintenence on my generator and the matainence man raised the voltage of the generator and now my master bedroom and masterbathroom the power shuts off every ********************************************************************************************************************************************************** is loose as it has failed repeatedly since being installed and now my new 2019 home is a fire hazzard and unsafe to turn power on in my master bedroom amd master bathroom till tri state repairs the faulty circut breaker they installed i have a 2019 house that had no electrical problems till tristate installed this generator i need immediate repair because now 2/27/2025 i cant use my bedroom or bathroom for circuit breaker tripping every 30 minutes

      Business Response

      Date: 03/05/2025

      We apologize for the difficulties you faced in getting a service call to inspect the wiring to your bedroom and master bathroom.  We have a scheduled an appointment with you on March 7, 2025 to inspect and resolve any outstanding issues.  It is our responsibility to ensure the work we provided is working and functioning causing no hardship on our customers.  ************************ takes pride in the quality of our work and the communication we have with our customers. We hope this solution is satisfactory and if not, please call us.

    • Initial Complaint

      Date:02/25/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 standby ****** and ******** generator manufactured exclusively for Tristate Water Power and Air for $17950.00 on 11/28/2022. The unit Model # ****** was installed by **** on 1/5/2023. Once installed the unit was checked tested and cleared good to go by installer. The unit ran it's weekly test and passed. On 12/4/2024 we had a power outage and the unit did not work. I called the 24 hour a day 365 days a year service number ************ and was told someone would contact me. On 12/5/2024 I called the number again I was told a "tech" would come out to address the issue. On 12/13/2024 the technician showed up and spent 2 hours talking to another technician on the phone and came to the conclusion that the original installing tech did not hook up the motherboard properly and burnt up the motherboard adding the unit is useless until a new board is installed. I have been waiting on the new motherboard since. On 1/8/2025 I called TSWT again the man was rude and short with me, telling me it will be there when it gets there. I called again on 2/15/2025 to no avail. We are out $17950.00 with a worthless generator. I would prefer my money back for the simple fact that Tristate Water Power and Air are not a A+ service provider. They got my money and don't care about the costumer afterwards.

      Business Response

      Date: 02/28/2025

      TriState apologizes for any inconvenience during this time.  Unfortunately, we were waiting on a part to come in to resolve your issue with your generator.  We did not expect any delays and should have been better in communicating.  We scheduled an appointment on February 27, 2025 to replace the part causing the issue with your generator.  We believe this has resolved the issue and again we apologize for any delays that may have occurred.  We hope this solution is satisfactory and if not, please contact us immediately.

      Customer Answer

      Date: 03/07/2025

      Thank you for helping us with this issue. Attached photos are showing the lack of professionalism. The service tech was to be here between 9:00 - 9:30 he finally showed up at 11:45 am. He had to borrow tools from me to do repairs needed. It was repaired. He kept asking me if I was happy with his service I stated back to him I will be happy if the repair works when we lose power. I am still very disappointed with Tristate due to the fact the only reason it was fixed was because of this complaint filed with BBB. You can see by the pictures he had no regards for my property he did not clean up are when done I also would like to have it on record if my AC unit leaks or needs recharged I want Tristate to see that their tech walked and stood on the lines going into my home.

    • Initial Complaint

      Date:02/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Had a yearly check up $400 in October......during that maintenance the repair man left a loose wire causing the generator to not start.....did not know there was a problem till I had a power outage on January 20 with temperatures in the teens.....called company and could not get an appointment till Feb 10.......another service man came and said the person in October had left a loose wire......assured me the problem was fixed and should not have any more problems......the next day was the day the generator was to come on and run the routine test.......generator tried to start but would immediately kick off .......called the company and was told it would be March 4 before they could come and fix the problem......talked to customer service and he said he would check and call me back in 48 hours.......no call for a week.......called back and was told someone would return my call..... haven't heard from them.......I have a sump pump to keep my basement from flooding......we have had 5 inches of rain.,..,had we had a power outage my basement would now be flooded......have had problems with this company from day 1 by not honoring what they had promised......there is no customer service at this business and I can no longer depend on them to honor their product with service......I am a 78 year old widow and need the peace of mind I thought I was buying......this company has no respect for their customers.....want to warn other people to find another company......bottom line seems to be more important than their customers......would like a refund for the cost of the generator since I am on a fixed income and this has been a total disappointment from day ********so I can find a company I can depend on to service their products.......been without generator for approx 4 months......

      Business Response

      Date: 02/26/2025

      Not being able to contact us is unacceptable and we apologize for the inconvenience. Since this notice, we have been out and serviced your generator, and it is now working as it should. If you should need further assistance, please call us at **************.

    • Initial Complaint

      Date:02/16/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      During installation, cut-off valve to grill was removed. This was not discovered until 2024 when a storm toppled the grill creating a gas leak. Consequently, gas had to be turned off by the City of ****** which meant that I was without power or generator for 4 days. An appointment to replace cutoff valve in May, 2024 was cancelled due to "more important issues". Tri-State never followed up to rescheddule appointment. Recent calls to Tri-State have been ignored and my calls have not been returned. A City ordinance requires every installation from the gas meter to have a cutoff valve. I would appreciate having the cutoff valve reinstalled.

      Business Response

      Date: 03/20/2025

      We apologize for the inconvenience and for not following up with you in a timely fashion.  We have since been to your home to install a shut off valve to both your grill and all gas feeds. If you have any questions or concerns, please contact TriState at ************.  We value your business and thank you for the opportunity to rectify this problem for you.  Enjoy your new generator.

      Customer Answer

      Date: 03/20/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ******** J ****

    • Initial Complaint

      Date:02/03/2025

      Type:Service or Repair Issues
      Status:
      Answered
      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 got a medium sized generac generator installed in April of 2024. I h ad a leak and they sent someone out to fix it 2 and a half weeks ago (the leak itself is fully fixed, it is not an issue now). However, it was realized at that time I did not have the owners manual nor the certification of a 5 year warranty (which was promised to me when I made the original purchase). I then called the supervisor (**** ******) who spoke with on the 9th of January. During our conversation he asked if I could be at the house on Friday and I was not able to do that day. He then said then that he would send the same *** for reconnection since they already knew me. I spoke to the *** who reconnect everything (******) and asked him about these things, to which he said would be emailed to me. It has not come to me yet. In the conversation with **** I also made mention of my referral that did not get their rebate of 300 dollars and he promised not only to make sure that has happened, but also offered that I would also get some rebate for my inconvenience. Since then I have heard nothing. I have called **** directly to which it always goes to the vm.

      Business Response

      Date: 02/11/2025

      Thank you for reaching out and bringing your concerns to our attention. We sincerely apologize for any inconvenience youve experienced and appreciate the opportunity to address your concerns.

      We understand the importance of receiving all necessary documentation for your Generac generator, and we regret that you have not yet received your owners manual and warranty certification. Our team has reissued these documents, and you should have received them via email. If you prefer a physical copy, please let us know, and we will mail them to you.

      Regarding the referral rebate, we apologize for any delay in processing it. We reviewed our records and found that a refund request was submitted on 01/30/25 for your friends to receive the $300 referral incentive as promised. We also found that a $200 refund request was submitted on 01/30/25 for your inconveniences.

      Additionally, we acknowledge the inconvenience caused by the service experience and any previous miscommunication. Our management team is reviewing this matter, to ensure we do a better job moving forward. We regret any difficulty youve had in reaching us as Customer satisfaction is our top priority

      Your feedback is valuable to us, and we truly appreciate the opportunity to make things right. Please do not hesitate to reach out directly if you need any further assistance. 

    • Initial Complaint

      Date:01/31/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      On 1/6/2024, called the customer service line when the ********************** went out and the generator would not start. I left a message that day, no one called back. Home power was finally restored, but the generator would not start. 1/7/2024 called again, after waiting on hold to be the next caller, someone answered and hung up on me. Called the customer service line again and left another message, no one called back. Called the old technicians phone number and left a message. He called me back, he no longer worked for the company since they were bought out. He gave 3 different numbers to call, left message with GM-Indy (he called back to tell me I was not located in his area). Called VP of outside operations and got a live voice, he scheduled a technician to come on 1/14/2024. VP called me on the 14th, the technician was called in on an emergency and rescheduled a technician to come on 1/31/2024. On 1/27/2024, received a call verifying that the technician would be there on the 31st between 9-5. After waiting all day at the house, I called the customer service line and after being on hold for 25 minutes total, was told the technician wasnt coming, a previous job took longer than expected. I explained that the generator now has the alarm light blinking and that it will not start and run on the scheduled day and time. I was then told no one could come until 2/21/2024. I told them that was unacceptable, we paid $450 for the service plan, and it states that if our generator does not run, we would be able to get service. A person in the household has medical needs and relies on electricity always being available, and if the electricity goes out, the generator doesnt run. I would not recommend this company to anyone. Their genarators never run when you need them to, and the service is never there when you need them either.

      Business Response

      Date: 02/05/2025

      We apologize for the difficulties you faced in getting your generator serviced and agree that your experience is unacceptable.  While your need for service fell in a high-volume time due to the winter weather, it is our responsibility to ensure it is working properly and to do so in a timely manner.   Your service appt has been prioritized and I assure you, it will not be missed. 

      Customer Answer

      Date: 02/06/2025

      Better Business Bureau:

      I have reviewed the business' response regarding complaint ID ******** and am satisfied with this resolution. 
       
      Sincerely,

      ***** ********

    • Initial Complaint

      Date:01/30/2025

      Type:Service or Repair Issues
      Status:
      Resolved
      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.
      $585.00 paid to ********* Express Plumbing and nothing was solved. Said the problem was in the City of ************* main sewer line. City of ************* checked - no problems found. Called ******* Plumbing Express and they insisted that they cannot help because their technician says that the problem is in the City main sewer line. City of ************* checked again - no problem found. I called another plumbing company who put a camera down my sewer line and immediately found roots in my line and cleaned out the sewer line in a few minutes - ran camera down again to confirm that the line was open. The $585 paid to ********* Plumbing Express was totally wasted.

      Business Response

      Date: 02/18/2025

      We regret that we were unable to resolve your issue.  A full refund has been issued.  

      Customer Answer

      Date: 02/27/2025

      Please note that the complaint ID # ******** has been resolved.  I received a full refund.

    Tri-State Water Power & Air is BBB Accredited.

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