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:11/01/2024

  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.

  Crack Hunters installed a radon mitigation system in my home in August 2023. Thought out conversations, it was told to me that they would expect sub 100 Becquerels per cubic meter. This was discussed verbally and insinuated in a text message and confirmed in the quote (all attached). Crack Hunters has come to do a 6 month retest as part of the work carried out and it was found that reading were over 300-400 Becquerels per cubic meters. Crack Hunters took time away to investigate options to bring this into line and it was stated that he wasn't happy with the noise output and was seeking a stronger fan unit etc. We agreed he would come to my house on Jan 9th but before this, I asked him what the scope of the visit would be. There was talk of me having to decide if I want to risk damage, paying for replacements, cracks in pipes and vibrations. My take away was that the system installed and paid for was suboptimal and when challenged, he said that he only works to reduce levels below 90%. I advised him to delay our meeting and I would investigate. Having reviewed my conversations, there is nowhere that states 90% and in the quote, it is stated they would "to lower basement radon levels on Canadian indoor safety standards (which is 200). I provide my findings in an email and invited resolution only to be met with push back and non compliance of the work carried out with more excuses. I must say I have no confidence in this business after seeing his contracted worker but that is not part of this complaint. I am seeking confirmation of my rights and if the business is responsible for rectifying this with no cost to me or what recourse I have to resolution, if any.

  

  Business Response

  Date: 16/01/2024

  We have spent an inordinate time with this client and have listened to his concerns and have tried to guide and educate him as to the nature of radon and its mitigation. . Prior to the mitigation the home was experiencing Radon Concentrations as high as 3699Bq/m. The client is correct that we stated our goal was to reduce levels to 100 or below. However, given the nature of Radon Gas and the nature of the Type of Construction of the Duplex this was never a guarantee. Once the Radon System was installed and activated the levels began to decrease immediately. A Post Mitigation Test yielded readings of 184Bq/m. It should be said that since the client has commented on our staff at the time my staff placed a piece of equipment where the client had asked not to. It was our mistake. However the clients response was by verbally yelling at us in an inappropriate manner. The staff member was so shocked by the aggressive behavior that he requested if this is normal in Canada as in Ukraine this would be unacceptable. Our next contact with the client was during the six month post mitigation test. Upon arrival we found the environment surrounding our radon mitigation system had changed. The basement had been finished and the system had been enclosed in a removable cabinet. We have no issue with this except the client had never informed us that part of the system had been closed in permantly. Had he done so we would have advised to keep encloses removable and not permanent in any way. We at this point can’t even access the upper portion of the system. To perform any adjustments or evaluations we require access to the full system. At the six month testing the radon levels were 250Bq/m. That is an 93.25% reduction in Radon Concentration Levels. We advised the client that as per C-NRPP guidelines for home owners installing a mitigation system can reduce radon by up to 80%. At this stage we have outlined several courses of action that may help to reduce radon below the 250Bq/m. The first being that we can try to adjust fittings that could have been moved or bumped into during the renovation and ceiling encloser. There would be no charge for this however we require full access to all parts of the system. Another option would be to seal cracks, and gaps around the basement slab to wall sections. As we are members in good standing with the *** and follow the guild lines required this was not originally quoted for and would require both access to these spaces and we would be able to provide a separate quote for this. These options were communicated to the client.

  Customer Answer

  Date: 22/01/2024

  
  
  Complaint: 21133559
  
  
  
  I am rejecting this response because I have sever issues with the work this company has undertook and do not have faith he can correct it satisfactorily. I've reached out to another company (***** ****) who sits on the board with C-NRPP and sent photos of the work undertaken. Admittedly, the technical details are over my head but the company I spoke with have assured me that the work is suboptimal; including the piping and lack of proper testing both before and after. 

  Regardless of the addition of carpet and a movable wood box, the work order states, and he has insinuated, that results should be below 100. i am aware of the variability of radon gas but it is the workmanship and change of story at each turning. it is clear that readings were expected to be below 100 and he knows what he said, and I do as well. At no time before this, did he ever change his story about 80% etc.

  Additionally, the fan is not anchored to the wall properly and is louder (even to his own standards) than he would have thought and even said that the fan exhaust is stronger than other's he has installed. The gentleman i spoke to his morning mentioned that some of his clients question if the fan is working at all because they are so quiet and the system i have looks nothing like what it should.I brought this up to him way before any renovations were done and told him I fixed it by moving the (loose) piping round so it wasn't sitting on any structure. As you can see from the photos, they drilled THREE holes (one in the wall and two in the ceiling). On the day, I was alerted to an issue (first hole on the wall) where they told me they can't find the way out to the outside and that they'd have to drill the concrete foundation. I said "but there is a sump pump system with that going right outside. So then they drilled the second hole and missed so drilled another. You can clearly see the system is not up to standard just from the photos.

  Last week, I turned the fan off as readings were above 450. I noticed the exhaust tube was jammed with ice and feared the system was pulling radon INTO my house. Once the fan was switched off, I monitored the levels and was very surprised to see them drop to below 100 (54 to be precise). I cleared out the exhaust yesterday and maintained the low levels. This morning, i switched the fan back on and within 2 hours, the levels were over 300.

  I have absolutely no confidence in this mans ability. He wasn't able to carry out any of the work himself doubt he has the skills needed to remedy this situation. I would like for him to pay for a consultation from a reputable company to see what needs to be done to correct this. I also invite him to show me where any of his warnings to me were in writing to to remind me of the conversation. to tell someone they can reduce levels by only 80% is ridiculous. 

  In short, i am expecting a phone call from a professional who can instruct me further and I've been advised to write a complaint to C-NRPP to ensure this is company is reviewed and action taken to avoid others going through this. I am considering taking legal action if this is not resolved in accordance with the quote and invoice supplied "that is to reduce levels to Canada Health guidelines"

  Sincerely,
  
  
  
  **** *****

  

  Business Response

  Date: 30/01/2024

  We have reviewed the clients response. As well as ourselves we have also asked our accounts to review the clients response. Both parties have said the we are unsure of exactly what the client would like for us to do. Could he please clarify what outcomes and next steps he is asking for in detail? 

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: 21133559
  
  
  To be brief, I want my money back because the system is not working as intended and I have no faith he can fix it based on all interactions thus far.

  One several occasions this week, the Radon levels have been well below 100 since leaving the unit switched off. On all occasions, switching the fan on has increased radon to dangerous levels. Here is an illustration to prove the system is faulty and not installed correctly.

  Test on January 26th - fan off for 24 hours

  Start readings: 07:54 - 28 - Fan turned on

  At 08:11, reading was 90

  At 08:25, reading was 168 - fan switched off

  09:08, reading was 173

  09:52, reading was 74

  10:58, reading was 42

  12:08, reading 35

  These mini tests were completed 3 times last week. At all points, the levels were minimal UNTIL the fan was switched on. One day at the weekend, the levels were 197 and after 25 minutes of the fan on, levels were over 500. Keeping the fan off shows no such spikes. I do not need a lesson on radon and know that levels are variable however, the experiment I've undertaken is accurate and repeatable.

  Please note I am lodging a complaint with C-NRPP in addition to this. .

  Sincerely,

  **** *****

  

  Business Response

  Date: 04/02/2024

  (Without Prejudice) We affirm our commitment to upholding what we have stated we will do under Quote # 3141 and for the client. As Radon Mitigation is a process and not a one time event our quote stated that we would return to site and check radon levels at 6 month and 12 month periods after the installation of the system. This was approved by the client. Our installation, in terms of methodology and materials conforms to CARST guidelines for certified radon mitigation. As the client has gone ahead and contacted them we have proactively contacted CARST and provided them with our findings pre and post mitigation as well as during the process. We will welcome any recommendations they may have for us. Radon concentration levels have decreased by 92.3 percent and the client has benefited from the mitigation for over 6 months at this time. We are most happy to make adjustments to the system to reduce levels further. However we do not accept the clients view that we are incapable and have not performed with integrity our undertaking. We reject his request for a refund. 

  Customer Answer

  Date: 05/02/2024

  
  
  Complaint: 21133559
  
  
  
  I am rejecting this response because this guy keeps telling me that he's done a great job at reducing levels but for the last few weeks, the unit has been switched off and levels are below 100. When switching the unit on, the levels exceed Canada Health safety levels. I'm concern that all the months I've used the room to exercise, when levels have been above health levels, and he's patting himself on the back like he's done it all right. 

  I am NOT paying another penny to this company and the dispute is that they system they installed is not working per the quote and paid services. If I am to allow him in my home, he needs to bring a professionally approved workman who knows what they are doing. Again, you can see this system is very basic compared to reputable companies and yet he wants to blame me for every event under the sun which isn't my problem. 

  The quote and invoice settled states the  levels are to be below Canada Health guidelines and the fact of the matter is, that it actually causes more radon in my home when switched on. 

  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:29/09/2022

  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.

  After an ongoing battle with ******* ***** of Crack hunters Edmonton, we have decided to reach out to you for help with a solution. We had Crack hunters come out and do an assessment and quote, we were told it would not be a problem to fix the cracks and he would warranty his work. We decided to go with him and are now regretting it two years later when our basement is still torn apart and we are still having water coming in. ******* had done the initial fix on June 26, 27 of 2020. After he had fixed the two cracks we noticed water was still coming in and he missed injecting two of the ports. We sent an email to him on Sept. 25 about the two ports. On Oct. 8 he said he would come to fix the cracks depending on the weather. He came to look at it and said it was leaking over top the crack above ground, the fix was a coating of concrete over the parging on the outside. A different employee came to do it on Oct. 14. On Oct. 27 the cracks were still leaking and on Oct. 28, 29 we marked holes and he returned to drill out the marked ports. On Oct. 30, he was supposed to inject the holes, but did not show up until Nov. 3rd. On Nov. 5, cracks were checked with a sprinkler, I was on the outside and ******* was on the inside and he said they were not leaking anymore. On May 8, 2021 we noticed water still coming in through the cracks that he filled. On May 26, 27 he came to drill out and inject the cracks. We waited until the next spring of 2022 to see if the cracks were good and when we checked we noticed they were still leaking so we contacted ******* May 13. He had suggested fixing from the outside, but he wanted me to dig it myself. On May 16 I had asked him for an alternate solution rather than digging it myself. He asked me to mark it out again and he would look at it this week. May 20 I asked why he wouldn't dig it he said it would cost us more because the guarantee is from the inside only. On May 31 we agreed on Aug 22 he didn't show or call. We paid 1732.50

  

  Business Response

  Date: 08/10/2022

  Mr. ******* is correct that an appointment was missed for which I apologized and a new date was chosen. On Sep. 17, 2022 I informed Mr. *******

  that I had been unwell and had Tested Positive for COVID-19 and would out of an abundance of caution be isolating and would not be keeping our appointment. Mr. ******* acknowledged having received that message. In light of this fact CrackHunters is willing to refund Mr. ******* his payment in full. The following process will be offered to him: Within 5 business days of October 11, 2022 a letter to Mr. ******* will be mailed asking for his written acknowledgment of 100% refund and releasing CrackHunters from any further claims and liability. Once we have received the signed letter back from Mr. ******* within 15 Business Days a check refunding his invoice in full will be mailed out to him. The letter will also request that once Mr. ******* receives his refund that he follow up with the better business bureau and record that he has received his requested refund and that he close the file.

  Customer Answer

  Date: 11/10/2022

  
  
  ****** ******** *******
  
  
  
  I have reviewed the response made by the business in reference to ********* ** ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  ****** ******