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:07/25/2022

  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 booked radon mitigation on July 8th. ***** installed a tap in the front room of the house and we thought it was done. When he left he told us that he wasnt getting good communication, so none of the radon was being let out of the home. He gave us a free test to check the levels and I got the test back and our levels were at 5.4. So I tried calling for two days to get someone to come out and nobody would call back.I finally emailed the owner of the company and he said that no one could come back out until August 3rd. My husband and I are scheduled to move in our home July 25th. So not only did ***** not communicate that we needed two taps, but he installed the taps in the wrong part of the house. Oh and the icing on the cake is that ***** quit and ***** take sufficient notes and no one in the company knows what to do. ***** ***** tell us that we needed an additional tap but he put that information in the notes.So now I will need two more taps installed into my home and my husband and I cant move in. We also are being charged for an additional tap. Honestly we are going to go with another company because not only is the business owner not accountable for the mistakes that his installers make, he ***** even feel remorseful. Trying to say that our levels are livable.waste of money and time. So now we get to pay another company to get the job done correctly.

  Business Response

  Date: 07/25/2022

  I'm sorry you had a bad experience with our company. Removing an invisible odorless gas from below a slab in a fully finished structure is not a straightforward process. There is a lot of uncertainty involved and we do our best to thoroughly assess a property before we install a system. We took radon measurements from below the slab and did pressure field extension testing before and after we installed the fan. When we quoted your home we told you what a second tap would cost before you even hired us. You actually selected the 2nd tap option when you accepted the job but we told you this was something that *** be recommended later by the installers. When ***** installed the system he did not get the results he anticipated and he did his best to explain it to you. The fan was not moving much air and the communication below the slab had decreased. He told you it would probably need a second tap or but you elected to run another radon test before committing to spending more money on the system. 

  When you emailed me on a Sunday afternoon I responded immediately. You asserted that your house was not "habitable" and I attempted to explain that short term exposure to low levels was not something to be worried about. I compared it to worrying about skin cancer after a short exposure to sunlight. It is a linear risk that increases with exposure over time. I was not trying to minimize the risk but it certainly wasn't a reason to postpone moving into your home. When we spoke on the phone I told you when our first available date was. I told you we would try to see if one of our other scheduled jobs was willing to wait a few days so we could get to you sooner but I didn't know if that was going to be possible. At that point I hadn't spoken with ***** or ***** and since it was Sunday afternoon there was not a lot I could commit to but I was doing my best to help.

  I am not sure why you think I am not accountable or remorseful. I was doing my best to accomodate your demands on a Sunday afternoon when I had very little information available. Had we realize that you were so fearful about the radon in the home we would have installed the second tap instead of trying to provide a more cost effective solution. We also would have made sure you did the follow up test sooner and shipped it to the lab in a more timely fashion. You ran it for 2 days longer than the instructions recommended and apparently delayed sending it to the lab because they received it 7 days after you completed the test. 

  As for *****'s notes they were more than adequate for moving forward on your system. I said the notes on his conversation with you were vague. I didn't undersand why he documented that the system failed the follow up tests but noted that it "probably" need a second tap instead of definitely. He had plenty of data to support the need for another tap. I think the reason you hired someone else to complete the job was because they were available immediately and we were not available until next week. I'm sorry if we contributed to the stress of your move and I hope you get your radon levels lowered to a level you find acceptable. I regret that we were unable to provide a solution on the first visit but we installed the bulk of the system according to our agreement and any additional work would be done for the additional fee that we agreed to before the work began. Any additioanal costs that you are suffering are due to your decison to switch vendors in the middle of the project. We are still happy to do the additional work for the agreed upon amount of $650 on August 3rd.

  Customer Answer

  Date: 07/25/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find the business is a liar and a cheat and I hope their business fails. This company obviously operates through shady practices and I want nothing further to do with them.
  

  They will continue to work with a new reputable company.  
  
  Sincerely,
  
  ***********