Complaints

• Initial Complaint

  11/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a warranty issue on a new home. I purchased. The original complaint. Was that a pump was running continuously. They were contacted on Monday, October 30th 2023 about the original issue. They're office Stated that they would be sending someone out that day. Or give us a call. No call. No show. Tuesday morning. I woke up to a small flood in the a c room that was flowing out into my garage. We called Tri-state twice that day, so they were aware of the issue, again will send someone out that day or give you a call. Again. No calls, no show. Friday afternoon, we get a phone call that they would like to come out that day, by this time I have already hired another contractor to do this. Once we have her nothing from them and feel by this time we are just getting the run around. Will you let them come go ahead and come out. ******* was the gentleman who came out. I showed him the area as well as the pictures. And asked him what they're playing. Action was for drying this area out and replacing the damage base board and dry wall. He stated that I needed to contact his office, I explained that we have Contact his office on 3 to franocations. Always being promised to call back and never being called back. He stated that he would get with the office and let them know . after assessing the area. A pump was bad and he did not have one. It would need to come back. The contractor that I hired to do the work happened to be at my home and add the pump. They offered it to try state in which Tri-state was quickly going to take the pump until I stepped in and said. Well, are you going to reimburse me for the pump? Because I have to pay this guy for the pump. And ******* stated. Oh no I would need to get with my office. He never did get with his office and said that he would come Saturday. He showed up Saturday with a new pump. And as he was finishing I addressed what they were going to do with the damage. He never spoke with his office. There is no intention on fixing this.

  Business response

  11/09/2023

  The original call was called in by the builder as the unit making loud noise when it started up not of a water problem on 10/30/23 but informed us it was heating. Mr. ****** called in on November 1st stating there was water in pan and overflowing. Technician called November 2nd to go out to look at the problem and had to leave message. Since we didn't get ahold of them, we didn't make the trip, nor did they call back. November 3rd technician called again, and they told us to come on out to take a look at the problem. Once our technician arrived, he found that this was not a warranty issue. The pump failed from system neglect. This system has been installed for over a year and the condensation pumps anti-backflow valve was clogged with sawdust and debris. This is caused by not changing filters and letting them get overloaded, letting dust and debris escape into the system.  Our technician changed the pump and ask the customer if he could come in and turn the system on to test it and check out the complaint from the original service ticket. The homeowner refused him entry and told him no one cared about her problems and slammed the door and would not allow him back into the home.  The pictures the customer states she showed our technician was never seen by him. 

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