Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:01/27/2025

  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.

  Tri-State Elevator visited, proposed repair and testing 4/13/23, required $2500 prepayment made 2/18/23. Since, work has not been scheduled or completed, citing a repeating circle of excuses including too busy, on vacation, or medically challenged. I've paid over $1,000 for labor to move items up and down floors, now facing public tours March 8-9th requiring preparation only able to happen with a working elevator. Elevators are also planned for demonstration as part of the tours. New tenants also awaiting elevator operation, which is required for business viability.

  Business Response

  Date: 01/28/2025

  Thank you for the opportunity to do business. When we sent you the quote for the work, it was for the full load, safety test, and troubleshooting the controls. We took care of this in April of 2023 and that was the charge for the charge as quoted. It was not pre-payment for further work as we stated on the invoice and our job ticket that the disconnect needed to be installed before we could go any further. We did troubleshooting, which was for the car blowing fuses and the break not picking properly. The next step was the disconnect. We did not hear back from you until December 17. At that time, Greg‘s mom had passed away a week prior. He needed time off.  The holidays approached and it was a hard time of year anyway due to the days off. Greg got sick after the first of the year and has not been well for the past few weeks. He has been backed up with work as far as following up from the time off over the past month. It has been unfortunate timing and there have been many text back-and-forth between you and Greg and he did explain everything to you. I completely understand your urgency and if there was someone else at our company that was better to work on your equipment than we would have had them there. I know you have things coming up that have to get done, but it’s not until March. The main things were done on the elevator. Greg was willing to come out and complete things on his own time without further charge due to the fact that this has been a long process since the beginning however, we didn’t hear from you since July and didn’t realize you had the disconnect installed until December. Our team repair rate is currently $3100 for eight hours. We did eight hours of work back in April for $2500 which is well below the team rate so I do think we could have billed more but he made an agreement with you. Please don’t feel like you were cheated any work because a full load  safety test requires 500 pound weights to the job and a full eight hours of hard work and also the troubleshooting. It is a fair price and you can ask around any elevator company. They would have billed a lot more and our company is a lot more well rounded being small and we work on old and new equipment. I hope this may better explain things for you and I’m sorry you had to reach out to the BBB. 

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  Reasons explained in new attached document.

  Wednesday, January 29, 2025
  
  Reply to Tri-State’s
  response to the BBB complaint.
  
  
  Tri-State writes:
  “Thank you for the
  opportunity to do business. When we sent you the quote for the work, it was for
  the full load, safety test, and troubleshooting the controls.”
  Walt replies:
  The Tri-State proposal states:
  “Tri-State Elevator will provide the labor and material to complete the
  following elevator repairs: 1. Complete full load safety test as per code
  requirements, 2. Upload test forms on to the City’s website, 3. Trouble shoot
  controls (as needed) for normal operation, and 4. Exam and lubricate mechanical
  components.”
  Tri-State didn’t mention they
  had already ‘taken care of’ safety tests until yesterday, over twenty months later.
  They didn’t complete safety tests per code requirements, as indicated on
  the image they provided, by not posting the test results. They don’t claim to
  have completed trouble shooting as needed for normal operation. They don’t
  mention having completed any lubrication, which is also important for normal
  operation.
  They claim to have performed
  safety tests while at the same time claiming the elevator doesn’t function
  normally, due to fuses blowing and break (sic) not working!? No one should
  attempt to perform a load test having determined the braking didn’t work reliably.
  How can a load test even be performed if the fuses are blown? Why would you
  attempt to perform a safety test before fixing identified problems, since the
  safety tests don’t qualify an elevator for use if it is still in need of repair?
  Why would you fail to mention completing a safety test for over twenty months?
  Tri-State continues:
  “.. the disconnect needed to
  be installed before we could go any further.”
  I sent a text May 11, 2023 saying
  Good morning Greg, there is now a disconnect box next to basement panel at ** * ********.
  
  Tri-State continues:
  “We did not hear back from
  you until December 17.” I’ve provided notes on communications detailing
  repeating cycles of excuses including being busy with other clients, being on
  vacation, and being sick. I was encouraged to not call Greg’s number, but the
  general office number, and that they would let me know when a return
  visit was put on the schedule.
  After reminding Robin about
  these excuses, she sent an email July 25, 2023: “I apologize that this has
  seemed as if we have been putting off doing the job.. He told me he would
  contact you as soon as he was able to get a firm date.. We appreciate your
  patience and will get back to you as soon as possible.” Still no date has been
  set.
  Tri-State continues:
  “I know you have things
  coming up that have to get done, but it’s not until March.”
  Over the past twenty months,
  I’ve had to pay probably $1000 for items to be moved up and down the stairs with
  building rehabilitation projects since the elevator wasn’t working. Now, having
  gained occupancy approval, I have new tenants waiting to move business items
  and furnishings. In early March, I’ll host half-hour tours all weekend benefiting
  the ******* ******** ***** ******** fundraiser, but must first move many items
  needing a working elevator in preparation; we are also planning to feature the
  elevators as part of the tours, given their significance to the history and as
  character features of the building. Time is running short to satisfy new
  tenants and execute the festival preparations. This information has been shared
  with Tri-State.
  
  
  I reached out to the BBB to
  assist facilitating a solution. The morning after, I received a text from Greg:
  “I assume you do not want to wait any longer and that is understandable.. I
  think at this point, we need to go our own way.”
  Troubleshooting includes
  defining a goal, diagnosing, and implementing a solution. The goal remains to
  have a working, safety approved, usable elevator. Tri-State’s proposal includes
  troubleshooting and safety testing; yet, they have failed to implement a
  solution by finishing the repairs. They also have claimed, over twenty months
  later, to have performed safety load tests on a non-functioning elevator, tests
  that weren’t shared with the City, tests that don’t meet code requirements.
  Tests that should never be attempted until after repairs are completed,
  especially when including a braking issue. Tests that should never be attempted
  without first lubricating components, which was included in the proposal but
  not listed as completed. If, nevertheless, a safety load test was somehow undertaken,
  it remains worthless due to the continued lack of finish.
  Since Greg has now decided “we
  need to go our own way”, there is no longer the possibility Tri-State, after
  twenty months of excuses, will finish what they proposed. They didn’t troubleshoot
  as needed for normal operation, they didn’t lubricate components, and they didn’t
  (couldn’t?) complete tests as per code requirements. And so, I request they
  return the pre-payment, as I quickly pursue a solution so not to lose rental
  revenue, and not to cause harm to the upcoming Brewery Heritage fundraiser.
  
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 02/06/2025

  The full load safety test was performed as per the code requirements and uploaded to the city's website.  If they did not received it then why didn't we get a phone call?  We did trouble shoot the controls and explained that you needed a disconnect until we could go any further.  We were not informed that the disconnect was installed until December  2024.  The full load safety test and troubleshooting took 8 hours for two elevator mechanics to do which our rates at the time were for a team $375 which for an 8 hour day is $3,000.  We charged you $2,500 so you actually got more for your money.  I think that this will continue to be a disagreement because in your eyes we did not get the elevator functional, but for that price we did the work that we said we would do.  It was going to take further troubleshooting and time due to the nature of the elevator and the age.  In our quote it said "trouble shoot controls as needed for normal operation". Further trouble shooting was needed and the 8 hours that we put in was covered by the $2,500 however, it needs further troubleshooting.  You cannot predict how long it will take to get an elevator running that is why we have to charge by the hour.  Greg felt at this point it is best to find another elevator company since you are so unhappy.  

   

  Customer Answer

  Date: 02/13/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  Tri-State writes: "The full load safety test was performed as per the
  code requirements and uploaded to the city's website.  If they did not
  received it then why didn't we get a phone call?"

   

  The test results they recently provided include their admission to not meeting code requirements. Also, the City hasn't received a submission, which is required within 30 days of testing to be considered valid. The elevator company must submit the testing. Tri-State made no claim to having performed the load test until recently, almost two years later. They didn't complete the work specified in their proposal, including lubrication, which would be performed before any load testing. Their proposal included the possibility of going beyond the estimate in order to complete the repair, which I accepted with the proposal, yet they never scheduled a return visit, even after multiple requests, due to a cycle of reasons including being busy, being on vacation, or being sick. They were also informed by text message in early May of 2023 of the location of a more convenient shut off switch. After this complaint was filed, about twenty months later, they decided not to proceed. The City considers their test results to be invalid and incomplete, not even properly identifying the elevator, not listing an accurate address, admitting on the form they didn't meet code requirements, and not submitting it within the 30 days from when they allege having performed the test, even though they admit the elevator was not working properly. No company would attempt to perform load testing without first fixing an elevator. I've previously included attachments verifying my statements.
  
  
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 04/22/2025

  We have already submitted a response on this complaint.  *** ******** was given a quote and we did the work that he paid for.  His elevator needed additional work which we explained but we did not return because he kept arguing that we did not do the full load safety test which we did complete and submitted paperwork for. We do not want to continue this relationship at this point.  There are several elevator companies in the area that he can contact.  We appreciate his business, but I believe he doesn't want to pay to have further work done.  

  Customer Answer

  Date: 04/29/2025

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  

  
  

  The last two pages of my previous attachment includes the TriState Proposal for work, and my bank statement showing full pre-payment. TriState also refers to my payment being made, so there is no issue in regards to payment. TriState claimed for the first time, about twenty months after their visit, that they had completed a five year safety test. These tests are required by the City of **********, along with a report of the test being filed with the City. The City of ********** says no test report has been received. TriState provided for the first time, as part of the BBB investigation, a picture of an incomplete test report, missing the elevator identification number, and including an incorrect physical address. As you can observe from TriState's picture of their test result, the City of ********** Safety Test report form states "original test forms must be filed within 30 days of the completion of the test or retesting shall be required". TriState has still not provided a report to the City of **********, and if they did, it would be considered incomplete, lacking adequate information identifying the elevator; and the form obsolete, given that the twenty plus months that have already passed is well beyond the maximum of 30 days.

   

  TriState has failed to provide a complete safety test by failing to submit the required report form to the City of **********, by failing to submit a report within 30 days of testing, and so, has failed to provide the pre-paid service. Although I remain open to TriState providing a complete, timely test report following testing, they have repeatedly stated they no longer wish to provide me service. Therefore, I request a refund for pre-payment.
  
  
  Regards,
  
  
  
  ****** ********
  
  

  Business Response

  Date: 05/22/2025

  Due to the unsafe conditions of the building - guard dogs that went after our elevator mechanics and the numerous dangers of the elevator and unsafe environment we have chosen to refund Walter's money for the full load safety test.  We were unaware the document was submitted with the incorrect street address.  The City of ********** does not contact us to tell us why a form is rejected.  It is the customers responsibility.  The City of ********** has also tried to attempt to enter the building for inspection but has not been successful due to Walter not allowing entry. They have made several attempts. We will be submitting the refund of $2,500 to the address that he texted us in the attached document in the next 7-10 business days.

  
  Thank you,

  Robin Kotz

  Customer Answer

  Date: 06/03/2025

  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. 
  
  
  
  Regards,
  
  
  
  ****** ********