Tri-State Water Power & Air review: Briggs home generator

On 04/19/2023 I purchased a Briggs and Stratton 20KW Home backup generator Model # 40663 from Tri-State Water, Power & Air of Cape Girardeau MO. The purchase price was $20, 500. The generator came with a 10-year warranty on all parts and labor. Since Tri-State installed the generator, it has failed to work. Every power outage the generator don't start and failed to provide power to my home. There have been countless attempts by technicians to repair it all of which failed. They have come out, performed "repairs" and even test the generator and state its "repaired". Latest incident was August 13, 2025, when SO I Called a supervisory technician, Robin Keefer, who stated that she would make sure she made everything right for this and sent a technician to repair the machine again. The technician stated due to a faulty installation the machine had a "vent cap" that was not removed during installation and that's why it was failing. He apologized then left. The next day we had a power outage again and the machine failed again. I called Tri-State again and left messages for Robin Keefer again but this time she ghosted us. So I wrote a complaint to BBB and the next day a Rep from Tri state called and said a technician would come out on 28 August. I explained that I am not confident in the technician's ability and that at this point they need to replace the unit or remove it and refund my money. The representative was apologetic but explain that this was part of the process. The technician showed up again, same one as the previous visit, He started his troubleshooting and after several hours he said he was on the phone with a "Briggs Technician" and they decide that the "Stepper Motor" was bad. he packed his truck and left and the Generator sits broken and unusable. I have not heard from Tri-state since. So, for almost 2.5 years I have a $20,500 product that has not worked since day one. Also noteworthy is the shoddy installation of the machine. It sits on a portable slab that was placed on pea gravel by the installation team, its unlevel and the machine keeps sliding off it, the technician threw some dirt under to fix it but that washes away when it rains. So, from start until now I got promises that have not been fulfilled , shoddy installation and non-satisfactory repair service and basically a defective generator.