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:04/17/2025

  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.

  In August 2020, St. Louis Radon installed a radon mitigation system in our home. The installation included a 5-year warranty that guarantees the systems ability to reduce radon gas levels below the *** action level of 4.0 pCi/L on the lowest livable level of the home.Unfortunately, the system was installed with a critical flaw. The system (with an external fan) was placed on a shared electrical circuit with our master bathroom jet tub. This important detail was not disclosed to us during the installation process. As a result, the system constantly trips the breaker, causing it to shut off repeatedly. We were not aware of this issue until we recently had an inspection.Because of this, the system does not run consistently, and therefore cannot guarantee the reduction in radon levels as outlined in the warranty. When we contacted the company to correct the issue, we were told that the installation was done to code and that no corrective action would be taken. Additionally, the lady we spoke with was rude and dismissive, showing no willingness to work toward a resolution.This is deeply concerning. Radon is the leading cause of lung cancer among non-smokers, and it is unacceptable that the system that was purchased under a warranty that specifically guarantees performance does not function as intended. We are simply asking for a properly installed system that will operate continuously and safely, without tripping the circuit.We respectfully request that St. Louis Radon honors their warranty and corrects the installation to ensure the radon mitigation system can function as guaranteed.

  Customer Answer

  Date: 04/19/2025

  Attaching a screenshot of document we received from an inspection.

  We are seeking resolution of St. Louis Radon correcting this issue by sending a licensed electrician to our home and wiring this system on it's own circuit as should have been done from the start and system is still under warranty.

  Business Response

  Date: 04/24/2025

  Thank you for the opportunity to respond. St. Louis Radon Test and Mitigation, LLC takes pride in providing high-quality service and fully compliant installations. We take customer satisfaction seriously and are committed to addressing concerns professionally and respectfully.
  In August 2020, we installed a radon mitigation system at the residence for the previous homeowner. The installation was performed by licensed and experienced technicians, and the system successfully reduced radon levels from 7.4 pCi/L to 1.6 pCi/L well below the *** action level of 4.0 pCi/L. This clearly demonstrates that the system was functioning properly upon installation and fulfilled the terms of our performance warranty.
  The customer has since raised concerns about the electrical connection of the systems fan, claiming it is on a shared circuit with a bathroom jet tub and that this causes tripped breakers. We want to clarify several points:
  The radon fan does not require a dedicated circuit under the ***************** Code (***). The vast majority of radon systems across the country are safely and properly installed on shared circuits. Our installation meets all electrical and mitigation standards.
  The installed RP145 fan draws a maximum of only 1.5 amps an extremely low load that alone would not cause a breaker to trip. It is more likely that the issue lies with the bathroom jet tub or the overall capacity of the circuit. We recommend the customer have this evaluated by a licensed electrician.
  The suggestion that this is a warranty issue is inaccurate. The warranty covers system performance in reducing radon levels which the system has done. Electrical compatibility with other household appliances is not part of the mitigation warranty.
  The customer was offered the option of hiring us to place the fan on a dedicated circuit for an appropriate charge. This is not part of the original scope or warranty, and we believe it is a fair and industry-standard solution.
  Regarding the interaction with our staff: ********** coordinator remained professional and calm throughout the conversation. Unfortunately, the call escalated, and the customer began shouting and making threats. Our team attempted multiple times to reconnect and de-escalate the situation.
  We understand and respect the customers concerns about ******************** and health. We share their commitment to safe indoor environments, which is why we remain certified, insured, and in full compliance with all standards. We welcome the opportunity to assist with the electrical adjustment as a paid service and we would be happy to refer them to a licensed electrician if they prefer a sooner solution.
  We are proud of our record and reputation and remain committed to providing honest, professional service. We respectfully ask the BBB to consider the facts and our efforts to provide a reasonable solution in good faith.
  Sincerely,
  ******, **************start="3156" data-end="3159"> St. Louis Radon Test and Mitigation, LLC
  
  
  

  Customer Answer

  Date: 04/28/2025

  Complaint: 23217387
  
  I have reviewed the business' response and am rejecting it because:

  To clarify, the system was installed in August 2020 at the request of the previous homeowner due to elevated radon levels identified during our inspection. While I acknowledge that the system effectively reduces radon levels when operational, I am concerned about its reliability given the current electrical setup. The system was connected to an existing circuit rather than being installed on its own dedicated circuit. As a result, the mitigation system can trip without our knowledge. When the system trips, it ceases to function, which undermines the warranty's guarantee of continuous radon reduction. While I understand that this installation may comply with code, it does not align with best practices. Jetted bathtubs typically require dedicated circuits, and connecting them to the same circuit as the radon mitigation system has likely overloaded it, causing the system to trip. If your company truly shares our concern for safety, I believe the system should have been installed correctly on its own circuit from the outset. Therefore, we respectfully request that your company honor its warranty and rewire the system to ensure it operates continuously and effectively.
  
  

  Business Response

  Date: 05/06/2025

  Thank you for your response and for clearly outlining your concerns about the electrical configuration of the radon mitigation system.
  At St. Louis Radon, we take great pride in our workmanship and our strong reputation for outstanding customer service. We are committed to ensuring our systems function safely, effectively, and in a manner that gives our customers lasting peace of mind.
  Our team has reviewed your request, and we understand your concerns regarding the system being connected to an existing circuit, especially one shared with a jetted tub. While the original installation met applicable electrical code requirements for a radon system, we recognize your desire for a more isolated and reliable configuration.
  To address this, our operations manager will be reaching out to schedule a visit from a licensed electrician at a time that is convenient for you. St. Louis Radon will cover the full expense of having the radon mitigation system rewired to its own dedicated circuit, ensuring the setup does not conflict with *** (National Electrical Code) standards and minimizing the risk of service interruptions.
  However, if the electrician determines there are broader or unrelated issues within the homes electrical systembeyond the radon system and jetted tub sharing a circuitany additional electrical work or upgrades outside of the radon systems scope will be the homeowners responsibility.
  We hope this solution reflects our commitment to safety, customer satisfaction, and honoring the intent of our warranty. Thank you again for the opportunity to address your concerns and make this right.
  Sincerely,
  The St. Louis Radon Team
  

• Initial Complaint

  Date:05/05/2023

  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.

  On Friday, April 28th technicians from St Louis Radon came to my home to install a radon mitigation system. That evening when I went into my bedroom, I realized that the noise coming from the system was far above acceptable levels. While they were at my home the technicians did not check the noise level.On Monday, April 30th I called their office and explained the situation. I was told the office administrator that it was my fault because I chose to have it outside my bedroom. I explained to her that no matter where they placed the system on the house the noise level was not acceptable. She then told me they could install a sound mitigation system for an additional $350. I told them that I expected that they do something to rectify the situation. I was told I would get a call back possibly from the owner of the company. As of May 5th, I have not yet received a response.I will note that the system has been fastened tightly to the exterior of the house. In fact, so tight that it is crushing into and depressing the vinyl siding, I feel this is an incorrect installation as this allows all vibration to transfer directly to the walls of the house.Now I am left with an inoperable radon mitigation system, high levels of radon in my house and a company who has been unresponsive.

  Business Response

  Date: 05/11/2023

  We acknowledge your concerns and value your feedback.  We find that many people are not familiar with radon mitigation systems and do not expect the radon fan to make noise. If a customer requests the ******************** system be install on a bedroom wall we will recommend a pipe isolation option.  I apologize for the miscommunication that took place the day of install. The radon system was installed correctly, however, and to current radon standards. Radon professionals are required to fasten the system to the outside of the home. When fastening anything to siding you will get a slight indentation. The post mitigation test results revealed radon levels of 0.4 pCi/L which is the equivalent of outdoor air. I apologize I didn't return your call immediately, but I was on vacation the week of the call. I appreciate you taking my call this week and am happy we came to resolution that satisfies you. 

  Customer Answer

  Date: 05/12/2023

  Complaint: 20023283
  
  I am rejecting this response because: The business needs to state the action they are going to take to without charge to address this concern.
  
  
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/17/2023

   The BBB has mis-interpreted my response. I am in no way dissatisfied with St Louis Radons response. All I asked for was that the agreed upon solution be stated in the response.  As St Louis Radon has offered to come to my house on June 9th to affect the agreed upon action, I will wait until then to comment further.
  But at this time,it is unfair to St Louis Radon to post that I am dissatisfied with their response. Please correct your post.