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

  1936 S Lynhurst Dr Ste D Indianapolis, IN 46241-4636

  
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  Tri-State Water Power & Air

  1656 Headland Dr Fenton, MO 63026-2837

  
• 

  Luminous Electric

  3165 Lakewood Ranch Blvd Ste 103 Bradenton, FL 34211

  
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  Easy Electric

  2237 Commerce Dr Columbia, SC 29205

  

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:05/20/2025

  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 am filing this on behalf of my Aunt, ****** *****. She purchased a Genarac Home Generator from ****** in ***************. Tri-State Power went to her house and the salesman, ****, sold her the Genarac 22KW ***** Whole House Generator. They installed the generator on or around 25 April 2025. However, they did not complete the job because they did not install a 500gal propane tank. The sales man said to my Aunt, "We will take care of everything, you do not need to worry". They installed a 3gal tank that is typically used for a Bar-B-Q. She asked me to take over this project in that no one was responding to her calls and request for completion of the job. I spoke with *** from Tri-State requesting a copy of the signed contract that details everything that my Aunt purchased, from the generator, permits, breakdown of the instillation price, and warranties. I was promised an email from ***** ***** with the contract. This was on 5 May 2025. Today is 20 May 2025 and I have yet to receive an email, text, or call back about this situation. My Aunt paid over $17000 for this service. $11000 just for installation. I am asking for the contract to justify they cost, what was promised, and to establish the warranty with both Tr-State and Genarac. *** from Tri-State said they were waiting for my Aunt to "Get the propane tank" then they would come back out to hook it up. The problem is that the ******************** wants to charge an additional fee for bringing out the tank and setting it up. According to my Aunt, this service was to be completed by Tri-State. I cannot move forward due to Tri-State not answering or returning my calls. The only piece of paper that my Aunt has from Tri-State is the back of one of Tri-States estimate forms with a set of numbers and instillation date. No names or signatures on it. I have yet to see anything official. Lowes dose not have any information from Tri-State either that shows the purchase.

  Business Response

  Date: 06/20/2025

  Thank you for reaching out.  Lowes Home Improvement advised Tri-State that we are not to share contracts with anyone other than the individual who entered the agreement.  To ensure full transparency and provide both you and our customer the opportunity to review the agreed upon scope of work, we have sent copies of all requested documents to your aunt via USPS.  While Tri-State is in the business of installing generators, it has always been the responsibility of the customer to provide a fuel source in the form of natural gas or propane.  Many of our customers work with independent propane providers to obtain a propane tank and establish a relationship for future refills as needed.  In instances where a customer does not have an existing propane tank at the time of installation, we provide a temporary propane tank to ensure the generator runs in minimal outages until a larger tank has been placed on site and filled.  

   

• Initial Complaint

  Date:05/02/2025

  Type:Billing 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 was referred to Tri-State Water Power and **************************, by ********** Improvement located at **************************************, for a quote on a whole home generator. At no time did the sales representative discuss the possibility of needing our gas meter upgraded for a the generator. The sales representative assured me his company would take care of required permits to install the generator. My gas company contacted me after the gas line was marked and they stated I would need a new gas meter installed to accommodate the generator. The regional sale manager response was how did the gas company find out the gas meter being installed. I explained to the regional sales manager that I called 811 and he criticized me for calling 811. The regional sales manager explained that my gas company was only taking advantage of me by saying the gas meter needed to be upgraded. The regional sales manager stated my gas company is the only gas company in ********* requiring gas meters to be upgraded for generators. After losing all confidence in Tri-State Water Power and Airs inability to properly install the generator, I cancelled installation due to safety concerns and unethical practices. The regional manager called me back after I canceled installation and said when I spoke to him previously, he was at a golf tournament and he was drunk. He apologized for his rude behavior when we talked about the gas company requiring a new gas meter and wanted me to reconsider cancelling installation. I explained to the regional manager that I lost all confidence in his companys ability to safely install the generator, and I did not trust Tri-State Water Power and Air. I asked the regional manger if there was anything I need to do on my end to cancel the order and explained there was not. Six weeks later I received a phone call from Lowes Home Improvement saying a I owed $1,419.40 for a restocking fee of the generator. My full statement is attached.

  Business Response

  Date: 05/30/2025

  Thank you for reaching out and sharing your concerns about your experience.  Each installation is different and has each utility company has different requirements.  It is clear that we should have verified your service provider and prepared you properly for the meter upgrade requirement and expense up front.  That message certainly should not have come from the utility company.  When we identified this requirement, we did offer to pay for the upgrade so there would be not additional cost to you at the time of installation however at that point, the decision had been made not to proceed with the installation.  Going forward, we will utilize this valuable feedback to update our processes, ensuring our customers are aware of all costs and requirements at the point of sale, to the best of our ability.    We have followed up with Lowes Home Improvement to ensure the restocking fee for the generator has been waved. 

• Initial Complaint

  Date:04/01/2025

  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 got ripped off royally with their bait and switch tactic and I fell for it! I had them do a maintenance check and they tell me my fan motor and coils need cleaned for $1100 plus $297 for some other part that was getting worn and could possibly fail. The tech then said since he understood that was a lot that he could call his boss and see if they could do it for less. So he calls the boss and comes back with $775 for everything. Oh boy that's like they just gave me a $500 or $600 discount. Sounds good right! I now realize that I was scammed big time and this is a tactic to upsell you. Then in addition to the $775 they still charged me for the maintenance of $49 which I asked if they would include and they said no so the total was $824 for 2 hours of work. I think they are totally unethical.

  Customer Answer

  Date: 05/30/2025

  Yes, I did receive a verbal quote prior to the work, but I feel like I was taken advantage of because I am a senior single woman that didn't know any better.

  Customer Answer

  Date: 06/04/2025

  The general manager called me yesterday and they issued me a refund of the full amount.  The issue has been resolved satisfactorily.

• Initial Complaint

  Date:03/19/2025

  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.

  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:

  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.

  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:

  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 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:

  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.

  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:

  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 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:

  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.

  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:

  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.

  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 ****