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

  4151 N 20th St., Ste. 3 Ozark, MO 65721

  
• 

  Tri-State Water Power and Air

  808 Airpark Center Drive Nashville, TN 37217

  
• 

  Luminous Electric

  3350 Ulmerton Rd Ste 20 Clearwater, FL 33762

  
• 

  Tri-State Water, Power & Air

  9526 Corsair Rd Frankfort, IL 60423

  

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:07/25/2023

  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.

  We purchaced a full Home On-demand Generator from Tri-State at our ************** address in 2016.Prior to that we purchased one for our Illinois address around 2004.The power went out on 07/01/2003, the generator came on and then stopped. Our son called the emergency number, as this was a Saturday. He was told the soonest they could get here was Monday 07/03. On 07/03 they called and said due to high demand they couldn't get here till Friday 07/07. They called then and said it would be 07/28.I have called and my husband has called and they said they would be 07/21. They have not come, with no explanation. We have a service contract with and a 10 year warranty with them. them did their annual service this past spring, We told them they had to come today. They have not come or contacted us at this time-1304. We feel they are not honoring their contract with us. We feel this is fraud.

  Business Response

  Date: 10/06/2023

  We received an emergency call from this customer on  07/02/23 at ******. The customer was immediately called back and helped over the phone, and the technician advised the customer we would follow up and schedule an appointment. Unfortunately, this message was never relayed to the service department.  The technician issue was addressed.  

  The customer called in on 07/07/23 and spoke with a customer service representative. The customer advised that he had a trouble call and never got a follow up call. A call was immediately scheduled for 07/18/23.  Unfortunately, the appointment was cancelled as the scheduled technician was sick.  The appointment was rescheduled for 07/21/23. This appointment was cancelled again due to a sick technician and reset for 07/25/23. At this appointment, our customer service manager was made aware that the generator was out of warranty, but did need repair.  The customer service manager agreed to cover the expense of the parts due to issued the customer experienced.  

  On September 1, 2023, a follow up appointment was scheduled with the customer.  At this appointment, the customer explained that he is happy with the service we have provided and the generator is now working.

• Initial Complaint

  Date:07/22/2023

  Type:Order 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.

  Contracted with Tri State for plumbing on May 2, 2023:Replace Main Drain Stack (Will have to break wall in master bath behind toilet- Tri-State will not be responsible for repairing wall)Two new toilet replacements (We recommend customer purchase new toilet to be installed, this will also include paying and applying for permit. Three-Five days after work is completed we will reach out to schedule inspection through ******************)Replace two waste arms for bathroom sinks Bathtub drain and shower drain and replace cast iron pipe from vent to floor in basement Total: $4,400.00 IWork was to be done by a licensed plumber. One of the toilets leaked upon install and plumber came out twice to fix. It took several telephone calls and weeks for them to contact StL county for inspection which failed. Hangar missing on waste arms and toilet still leaking. Inspector also noted that the plumber did not leave his information. Inspector looked at the work to be done and agreed it wasn't done as written. ******* came back a 3rd time and was unsuccessful in fixing the leak. I had also mentioned to the company that the Bathtub drain and shower drain and replace cast iron pipe from vent to floor in basement was not completely done. They told me to mention it to the plumber and I did upon each return. He stated the bath and shower drain was one piece. Second time he stated it was written wrong, Third time he apologied for the miscommunication. Regarding the vent he stated he connected PVC to the vent at the toilet with no intentions of replacing all the cast ieon. Another written wrong. I requested someone else come and fix the toilet and they fixed it.. Communications has been in email and telephone. StL county never came back for re-inspection and satisfaction of the other items were never done by Tri State. I had a friend call to discuss some type of refund for work not done because this situation became stressful for me. She called and got the run around.

  Customer Answer

  Date: 08/22/2023

  Shower drain not done.

  Customer Answer

  Date: 08/22/2023

  Tub drain completed by another plumber no affiliated with Tri-Star and I paid out of my own pocket.

  Business Response

  Date: 10/06/2023

  The supply line to the toilet was faulty which caused the continued leaks.  That issue has been addressed with our supplier.  The communication issues experienced were addressed with our licensed plumber.  An inspection, scheduled for Friday, October 13th, has been scheduled and compensation will be offered upon completion of the inspection for the issues this customer has experienced.  

  Customer Answer

  Date: 10/16/2023

  The inspection scheduled did not occur because the company did not have the wall open for **************** to inspect the work that had been done and the work that was not completed.    The inspection has to be rescheduled and Tri-State was made aware of the issue.  As of today, October 16, 2023, I have not received any additional information from the company.  Thank you!

  Customer Answer

  Date: 10/16/2023

  Inspection did not occur  on 10/13/2023 because Tri-State has not opened the wall for the Stl county inspector who had informed Tri-State on several occassions.  Tri-State has yet to reschedule.  

  Customer Answer

  Date: 10/16/2023

  Tri-State contacted me on Monday, October 9, 2023 to schedule the re-inspection for the plumbing by **************** and stated they would finish and correct what was not done or provide compensation.  The inspection was scheduled for Friday, October 13, 2023 however, Tri-State failed to open the wall so the inspector could verify the vent stack with the other plumbing. 

  Customer Answer

  Date: 11/01/2023

  Please see attached which was emailed previously to the BBB.

  Customer Answer

  Date: 11/08/2023

  11/8/23 JA  - Called consumer and she confirmed that the issue had not been resolved. She said she would like reimbursement of the two services/items that were not done, a partial reimbursement for them using PVC pipe instead of replacing the cast iron vent pipe, and also an itemized receipt.

  11/29/23  JA - Called consumer to let her know I was waiting to receive a response from the business. She also provided an update and said she spoke to ******* from business on 11/21/23 to schedule for **************** to come out for a reinspection. The next day she spoke to someone else from the business and was told the inspector waived the wall being opened, and they would come to do the other things that were missed. She said she did not want to agree with the wall being opened waived and she would contact the city of **************. On Monday 11/27/23 an inspector named ***** came to my out said he was unware of what was going on and thought it was a follow up inspection, and said he was going to write it up to have the original inspector *** come back out.

  Business Response

  Date: 11/10/2023

  11/10/23 JA - Called business and left a voicemail regarding complaint being in mediation. Requested a call back.

  11/13/23 JA - Emailed ******************************* letting her know the complaint had been assigned to mediation and shared what the consumer was seeking as a desired resolution. Requested a response email or phone call.

  11/20/23 JA - Called business, waited on hold almost 5 minutes but was unable to speak with anyone or leave a voicemail. Sent a follow up email to *******************************.

  11/20/23 ************************************* replied to my email and stated she would provide a response as soon as possible.

  11/29/23 JA -Emailed ******************************* to find out if the business was now willing to make an offer.

• Initial Complaint

  Date:07/21/2023

  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.

  My 2012 ****** * ******** *** ******** has worked brilliantly since it’s installation. Early in July, I noticed during it’s weekly exercise that it would start, run for about 5 seconds and shut down; this cycle repeated 4 times and the generator displayed “the engine failed to start code”. I checked the oil level and breakers. I scheduled a repair call for July 12 with Tri-State power, a ****** * ******** “Diamond Dealer.”
  The Tech arrived on time and remarked more than once that he had never seen one of these generators. He did not seem to know what he was there to do. He proceeded to open the control panel and shorted the circuit board against the metal generator case twice. His bewilderment continued as he asked me about the wiring of the generator. I consulted the original installer and he stated he did not alter any of the factory installed wiring but wired the generator and transfer switch to code requirements and in consultation with a technician at ****** * **** support.
  I brought the tech the install and operation manuals which he did not consult. He disassembled the generator panels to expose the inner workings, unscrewed the internal breakers, looked at things; used a volt meter and stated there was no voltage. He went to the transfer switch and noted a mini buss fuse was blown that had initiated a second code: “Transfer Switch Fault”. He took pictures, mentioned something about capacitors (this generator has no capacitors) and said he was going to talk to the office before proceeding farther.
  He left the generator in pieces. The sales/customer service representative called me and told me the technician would not be back as my generator, working through power failures and weekly exercise for 11 years, because it was wired incorrectly. I asked for a refund and was told there would be no refund. I replaced the fuse the technician blew, $35, which fixed the transfer switch fault and reassembled the generator. Tr-State left me worse off and $250.00 poorer

  Business Response

  Date: 08/29/2023

  Tri-State Water, Power and Air did not install this customer's generator.  The customer paid for a service call and there was no way to resolve the issue during that initial service call.  A refund was provided to the customer as requested and the technician was provided training on how to handle similar situations in the future.  

• Initial Complaint

  Date:05/23/2023

  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.

  Have contacted the company on several occasions for issues related to product not delivered, to defective (used) product installed, lack of response when they fail to respond or return calls as promised. I have requested on seven different occasions the activation email for a product offering, and received several promises that it would be forthcoming that day. *** requested a product return for a system that does not work as advertised by the salesman and was purchased based on those promises. Again management said I would be hearing from service department to schedule a person to pickup the failed system. Again after not hearing from them after several days I again called and was not forwarded to a manager so I stated that if this is the type of service received in regards to returning phone calls or sending simple emails, I did not want to see what issues I might face trying to get service from them if one or both of my other water systems failed. In light of that I requested a call back that day to address my issues or my next call would be to request they pick up everything. And true to form my call was never returned.

  Business Response

  Date: 06/06/2023

  This customer called in with an issue at a time when our customer service manager was on vacation.  This lead to the issue taking longer than expected to be resolved.  We reviewed our intake procedure to take into account the customer service manager's schedule to ensure issues are handled in  at timely manner.  We have reached a resolution with this customer.  

  Customer Answer

  Date: 06/12/2023

  The only factual part in the business response is that we have reached a resolution.  Although concerning that the rest of the statement is not accurate, a resolution has been reached.

  Customer Answer

  Date: 06/12/2023

  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:04/28/2023

  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.

  Bought the generator package from these folks. Have had nothing but problems with it since day 1. Their warranty states 10yr warranty now after 3 years you have to purchase service agreements to keep a warranty. Power constantly goes out generator doesn't work. Because its 2 hr drive to location they don't like to come out. And employees are rude and throwing tissee fits because you called it in on their day off but they are on call anyway. AVOID THIS COMPANY AT ALL COSTS! Ask me how they are bilking an 83 year old in a wheelchair that has to rely on the generator to work properly when needed to charge the chair. As of now we cannot trust this generator to work when needed.

  Business Response

  Date: 10/19/2022

  This will be addressed from our *****************

  Customer Answer

  Date: 10/24/2022

  Until the unit is deemed bullet proof we do not accept their response. They keep replacing the same parts over and over without finding why is is blowing the same part multiple times.

  Business Response

  Date: 11/07/2022

  Thank you for bringing this to our attention. The last thing we ever want is a customer without ********************** and their generator not come on. We certainly will look into our emergency service protocol to ensure our customers' needs are being met anytime day or night. With our service agreement we do require a generator rest to determine what service is need. While it is imperative to ensure we have the correct parts for your service call. Our recent visit on October 19th, We diagnosis a loose wire to the starter solenoid and the problem has been resolved. Our goal is to ensure each of our customers have confidence in their products and they perform as expected when the time comes.
  
  

  Business Response

  Date: 04/28/2023

  We understand this is extremely frustrating for our customer.  After looking into this issue to resolve it promptly and accurately. The customer has informed us that she did not write a complaint to anyone, and everything is going well.

  Customer Answer

  Date: 04/28/2023

  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,
  
  **************

  Customer Answer

  Date: 04/28/2023

  Complaints have been taken care of.

• Initial Complaint

  Date:04/28/2023

  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.

  Bought a $12 thousand dollar whole house generator doesn't work.

  Business Response

  Date: 06/06/2023

  The system was continually required to be restarted.  Tri-State replaced the customer's starter and the issue was resolved.  

• Initial Complaint

  Date:02/07/2023

  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.

  Please help - we had a generator installed and had our first need 22 days after installation and it failed - we had to revert to a portable and we have been unable to get a resolve from Tri-State. We are in our 60s, my husband has 2 brain surgeries and a heart surgery. I shared all of this with the company and still no resolve. We are just heart broken over what to do.

  Business Response

  Date: 02/23/2023

  Thank you for reaching out. We appreciate and share in your concerns regarding the response time to your need for service and proper equipment function.  Upon reviewing the account, a member of our management team has been in touch with the customer and appropriate action is being taken to ensure that your equipment functions properly and our response time is aligned with our customer expectations. 

  Customer Answer

  Date: 02/23/2023

  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,
  
  ****** And ***************************

• Initial Complaint

  Date:12/07/2022

  Type:Customer Service 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 10-20-2022 I met with on of their sales representative at my request and after meeting I agreed to purchase one of their units and he said someone would be contacting me to schedule the installation. Several weeks later I received a call saying the installation would be on 10-02-2022. On that day only one installer came and he stated he could only do the setting up and the gas connection but the electrician couldn't be there due to an illness. When I asked when the installation would be completed he contacted his office and reported back to me that the electrician would be coming on the following Tuesday 12-06-2022. When no one had came by that afternoon I tried to contact them during their stated business hours. After being hung up on twice by their automated answering service twice I finally was able to actually talk to a receptionist who transferred to someone who said he was in charge of scheduling repair work but he said he would contact the person in charge of scheduling installs and then transfer the call to me. A few minutes latter he came back to me and stated the person I needed to talk with was busy and could not take my call at that time but he assured me that she was aware of my issue and was working on it and would be calling me. He also gave me her name and extension number and stated I could call her. 24 hours later without receiving a call I tried to call her but was only able to leave a voice mail that has yet to be returned.

  Business Response

  Date: 01/13/2023

  We understand this was extremely frustrating for our customer.  We always aim to deliver a great experience and it’s disappointing that we didn’t meet the customer expectation.  While we experienced delays in completing the installation and communication should have been better, it is our understanding the job is complete and the generator is providing the peace of mind you deserve.  We hope we have made the appropriate accommodations to satisfy this issue.     

• Initial Complaint

  Date:11/23/2022

  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.

  We had a water softener system installed a few years ago in a previous home. When we signed up, we were told we could have it moved for free one time if we moved houses (we has asked as we were considering moving already at the time as our family was growing). Well in 2018 we moved, however, when we called the company were then told it was going to cost several hundred dollars to come reinstall. When we brought it up then we did not get anywhere, and did not have the money to have it reinstalled for the price they were asking. A few weeks ago we had a water heater replaced, and the installer contracted through home depot had mentioned they should have come out and installed it at no cost and he would reach out to the guy at the company he partners with at tri-state. When we called to follow up, we were told it would cost several hundred dollars still to have the unit installed, which is again not what we were told. We only want the unit installed as we were originally told it should have been for free, and then again retold the same information by a technician.

  Business Response

  Date: 12/20/2022

  Tri-State is dedicated to standing behind our products, warranties and special promises to our customers.  After further review, we confirmed the information the customer provided is correct.  Please accept our apology for this oversight.  Our Customer Service Manager will be reaching out this week to schedule installation of your equipment in your new home. 

  Customer Answer

  Date: 12/21/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will await their call. 
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:11/11/2022

  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 toilet installed during November 2021. Here lately I have been noticing sewer gas coming from the bathroom where the toilet was installed. I called the businesses plumbing department but was unable to reach anyone and was directed to a voice mail. I left my information & reason for the call on a few occasions but haven't received a call back from the business. I suspect a wax ring may not have been installed during the toilet installation due to the sewer gas escaping into the bathroom.

  Business Response

  Date: 02/23/2023

  Thank you for reaching out. We appreciate and share in your
  concerns regarding your toilet installation.  After inspecting our work, a
  member of our management team has been in touch with the customer.  The
  issue wasn’t with the toilet it was a basement bar sink and the lack of water
  in the drain causing the foul odor. The issue has now been resolved.