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 has 22 locations, listed below.

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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

  
• 

  Tri-State Water Power & Air

  1656 Headland Dr Fenton, MO 63026-2837

  
• 

  Luminous Electric

  3165 Lakewood Ranch Blvd Ste 103 Bradenton, FL 34211

  
• 

  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:02/03/2025

  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 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:

  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.

  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:

  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.

  $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.

• Initial Complaint

  Date:10/21/2024

  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.

  Since we purchased this generator on 10-4-2023 we have had power outages and it never worked. We have their service men come out 5 times in the past year. They come out again 10-18-2024 to replacement again an electronic device that was suppose to cure the problem and supposedly fixed it. They programmed It to automatically come on Saturday at 2:00 and every Saturday there after as a normal procedure and run for short period And shut back off . I was here all day Saturday and guess what never came on. We would like to have our money back. I purchased this to accommodate my medical conditions. I have two units I have to use every day for life support Due to fighting cancer.. Never has worked. We want to cancel contract and money back to purchase something that works. I am a 100% disabled Veteran. We were told by salesman we had a bumper to bumper 7 year warranty. With no charge for 7 years. Now there telling us we have to Purchase a ****** plus service contract yearly to accommodate these services and to cover unit. We have been lied to from day one by salesman all the way up the ladder and down the ladder. WE NEED HELP!!!!!

  Business Response

  Date: 11/12/2024

  Thank you for taking the time to outline your experience,and more importantly for giving us the opportunity to correct it. Feedback like yours gives us the details we need to provide more thorough training for our teams and ensure we are prepared to resolve your issues or concerns the right way the first time.  The multiple trips it took to resolve your issue are unacceptable, and we are confident your experience will be different going forward. 
  
  During our conversation, we discussed the 7-year warranty that came with your generator, and the differences between equipment warranty and general maintenance. You do have a 7-Year Kohler Generator Warranty which covers you for parts, labor, and travel when the generator has a service or repair need however it does not cover annual maintenance needed to keep your generator working efficiently.  We want you to feel confident in your purchase so as a good faith gesture, we will extend your 1-year maintenance coverage to 2 years at no additional cost to you, including the 24-hour emergency service that comes with our annual maintenance plans.   
  
  Thank you for your choosing Tri-State and thank you for your Service to our Country.

• Initial Complaint

  Date:10/01/2024

  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.

  I purchased a water softener system from TriState Nov, 2021. I've had continuous problems and have had service men out here at least 3-4 times every year and it still doesn't work. Always a different problem but never a solution. I've had 2 major surgeries since Dec and haven't been able to concentrate on the system. I purchased 3 bags of salt at the time of installation and the third bag is still in the system. I finally called and requested service and the young man I spoke to was rude and said I had to pay $172.50. I thought maybe I should stop paying for the unit and realized they already got their $$. So that wouldn't hurt them. I'm 76 and I believe that they sold more then I needed. $7,974.00. Im on social security, it will take me 20 years to pay off. I've had many sleepless nights over this. I just want the unit to work. My water is orange and smells. I refuse to use it to cook. Therefore I have to buy bottles of water. I can't do anything about showering or washing my clothes. I just want a unit that works!

  Business Response

  Date: 10/07/2024

  Mrs. Tramelli, it was a pleasure talking to you. Per our conversation we have set an appointment to come see you on 24 Oct
  24.  We will troubleshoot your entire system including why the system is
  not using salt. Based on our findings we’ll make the necessary adjustments to
  ensure it is working as it should.  Thank you.

• Initial Complaint

  Date:09/22/2024

  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.

  Contacted Tri-State about getting a home generator installed back around August 2023. The initial install didn't occur until October 2023, while we were on vacation. Never heard back from them about it being completed or anything. Called several times,left messages but didn't hear back. Fast forward to May or June 2024, when we finally got ahold of someone that seemed to be concerned about the situation, we found out the battery needed to be replaced. Several weeks later someone came out to replace the battery & installed propane tanks. The city came out for final inspection & was told something needed to be moved, don't know what but was told they'd get back with us & still waiting. We've called a couple times since & was told someone would get back with us & still nothing. This company offers a 1 year maintenance on the generator but since they don't seem to care about the ************* are constantly getting the run-around, I don't see them maintaining the generator as they should. Really just fed up with it all & would like a refund & be done with them.

  Business Response

  Date: 12/18/2024

  Thank you for taking the time to outline your experience,and more importantly for giving us the opportunity to correct it. Feedback like yours gives us the details we need to provide more thorough training for our teams and ensure we are prepared to resolve your issues or concerns the right way the first time.  The multiple trips it took to resolve your issue are unacceptable, and we are confident your experience will be different going forward. 
  
  We hope our communication through October and November of **************************************************************************************************************** peak operating condition.  We have also added a maintenance credit to your account.    Thank you for the opportunity to earn back your trust and allowing us to return to your home resolve all your concerns.

• Initial Complaint

  Date:09/06/2024

  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.

  I purchased a whole home standby generator in August of 2023. The purchase included a service plan, emergency service, and a 7 year warranty. My generator is due service but no one will ever answer the phone, After holding and getting a message you are the next caller, you are forwarded to an answering machine but no one ever returns your call. It seems the company is interested in selling generators but not providing service after the sale. I have been trying to reach the service department for over a month. Very disappointed, They over promise and under deliver on the service I was promised. The reason I picked this company was because of the service plan and 24 hour service.

  Business Response

  Date: 09/09/2024

  We are very sorry for the inconvenience of not getting through to our customer service call center. We have already reached out to you and set service and will ensure that we provide prompt service to you in the future.  Thank you very much for trusting in TriState.

  Customer Answer

  Date: 09/11/2024

  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:08/28/2024

  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.

  They were supposed to come out and change the filters. I told them that the shut off valve under the kitchen sink leaks, the shut off valve in the basement leaks, the valve that controls all the water in the house leaks. ******, the tech, said that Tri State needed to replace the valves when they first put the system in. Someone should have contacted me since August 6th about this. I feel like now that they have neglected their responsibility they need to give me a reduction in the price for service whenever they come back to do the work.

  Business Response

  Date: 08/30/2024

  Tri-State has agreed to absorb the cost of replacing the valves by scheduling an appointment with the customer to ensure the unit is working properly and replace the ** filter. 

  Customer Answer

  Date: 09/10/2024

  I didn't have a working phone until yesterday. But the company did reach out to me and meet my requirements. The work is finished i am satisfied. Sorry for the late responses back. Thanks!

• Initial Complaint

  Date:08/27/2024

  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.

  I moved to a new home in March, the company came and moved my water filters system to the new house in which i paid over $400 for them to do so. When they reconnected the home to the water supply they did not do it correctly and it was leaking. I called to have them come fix it and they did but the tech left the pipe uncovered and said he was going to leave it that way because he wasnt sure if the way he fixed it would hold. Well after the rainy season has finally ended you can see that it is in fact still leaking. I called to have them come fix it again and they told me that they would not schedule it to be fixed until i paid my "unpaid" balance. These said unpaid balances are from service calls to fix the water leak and to also fix the system that also was not installed properly in my new home. Every time I have tried to get them to fix any issue they try to make me pay for something they did not do correctly.

  Business Response

  Date: 09/09/2024

  This is not the experience we want you to have when reaching out for support from our team.  We take this feedback seriously and are working diligently to make sure we correct this for you and all of our customers.  We have attempted to reach out and will continue to do so, please call ************, for assistance.  Thank you.

• Initial Complaint

  Date:08/21/2024

  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.

  Paid ******** for a stand by Generator and service plan. Generator fails to start any time power goes out and seller refuses to fix the issue immediately. States I must wait two weeks for them to get a tech out and Generator in the mean time is not working. Seller states I must have a power outage for them to come out today.

  Business Response

  Date: 08/30/2024

  We apologize your generator did not start during your power outage. As a ************ Membership (SCM) Customer we will do an immediate emergency call if we cannot get your generator running through a walk thru over the phone. If we are able get your generator running, we will then set an appointment for service on the soonest date possible.  If we are unable to get your generator functioning via a walk-thru over the phone, we absolutely will provide immediate service.