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:10/24/2023

  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.

  Purchased a AccuStar Short-term Radon Air Test Kit from Menards Attempted to enter the required registration data on-line on the AccuStar website.When the device number was entered, the site indicated to call AccuStar, and no further information could be entered. Called AccuStar @ ************ Was told the device number was likely already used (e.g. the data in their database is not maintained and cannot guarantee the results will match the submitted data).This presents the risk to the customer that the results provided by AccuStar are incorrect and do not reflect the submitted sample.

  Business Response

  Date: 11/07/2023

  Good afternoon, we have reviewed the BBB complaint submitted by *************** and attempted to track down his information in our database. Using the information provided in the letter from the BBB, we do not have sufficient information to properly investigate the matter.  The search keys in our database require either the unique test device number or the complete property address (including street address). However, I can generally describe our process and attempt to respond to the accusations the best I can.

  Our online database collects the unique test device number, name, address, dates and times of the test as well as other information that allows us to properly calculate the radon concentration from a test sample and issue a report based on the requirements of the state in which the property is located.  Since we have unique test device identifiers the online database does not allow the duplication of a test device identifier.  *************** describes a scenario that happens occasionally when another test device user transposes a number or makes a typographical error. If someone had already typed in the same number owned by *************** in error, the scenario described does indeed happen. This would prevent multiple entries for the same test device number.

  What normally happens next is that the test sample is submitted and because the test number no longer matches the incorrect number entered online, the original data submission would not be used. Instead, users often place a paper datasheet or write their return address on the outside of the return packaging and we would attempt to contact the person that submitted the device.

  What should have happened when *************** contacted us was that we would have asked him to complete a handwritten or typed data sheet and insert it inside the box with the completed test sample as it is submitted to the laboratory. This would allow our team to data enter the test information for ***************' sample so that we could send him a test report. However, since I do not have the test number or the test address, I cannot search for the sample to determine whether the report was complete or whether we still need information that *** allow us to issue his report.  We are happy to work with *************** to locate his test information if he will provide the necessary information. We are also happy to provide *************** with a replacement test device if he decided not to return his test sample to our laboratory.  He can contact us at ************ or email [email protected] so that we can work toward a resolution.  

  Customer Answer

  Date: 11/07/2023

   Complaint: ********
  
  I am rejecting this response because:
  
  The Manual process described does not (cannot) guarantee my data is correctly stored and processed and therefore can lead to errors (misdiagnosis of my situation). The data integrity must be guaranteed through a better process.  
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:04/12/2023

  Type:Product 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.

  I purchased a radon in water test kit from Accustar online. Included in the kit was a vile, a return box, test kit instructions, and an "Important Tips For A Successful Radon In Water Test" sheet. I still have this sheet. I followed the instructions and filled the vile with water. The "Tips" sheet made it a point to "avoid exposing samples to extreme temperatures." It was a paragraph about the water freezing and suggested adding a hand warmer. I did this since I sent this from PA in February. The Tips sheet also mentioned prompt delivery was important as the water test would not be valid after 7 days. I followed this instruction as well, and mailed the vile the same day as the water was collected and sent via priority mail. On March 2, I received an email advising that I could look up my results online. The report said my test was invalid as there was not enough water in the vile (missing 4.49 ML); "conditions critical to an accurate reading were not met." My wife called and asked for a new kit to which she was told they would not send one or refund our money. Neither the Tips sheet nor the instructions state anything about invalid testing for this reason. Nor do they state that no refund or new test kit will be provided. Both sheets stress reasons for invalid tests and they are limited to freezing, samples more than 7 days old, and missing data sheet. The Tips sheet even goes so far as to state, in bold, that they are not responsible for invalid results or for a free replacement kit if they receive a frozen sample. At no point do they stipulate that they are not responsible for invalid samples for any other reason. By omission this means they are responsible. All conditions critical to an accurate test must be clearly described. Again, there was no mention of an invalid test for missing a few mLs of water. My Device Number for reference is *******.

  Business Response

  Date: 05/01/2023

  Good afternoon and thank you for contacting us. I have reviewed the complaint, original data sheet received with the sample, the notes from the sample receipt/check-in process, and comments made by the lab technician. It is clear that the customer took good care of the sample after it was collected because a hand warmer was used to prevent freezing and it was delivered promptly to the laboratory. However, the collection vial was missing a significant amount of water which would allow the radon gas to escape from the water and move into the large air gap that was present due to the missing water.  This would create an inaccurate analytical calculation since the water will have less radon as a result. Our laboratory procedures allow for a small bubble, no larger than a dime to be present when it arrives.

  I have attached a scanned copy of the original datasheet that was received with the sample vial and highlighted the relevant sections of the instructions that deal with the bubbles and maximum allowable bubble size. We use the weight of the sample vial as received to determine how much water is missing and in this case the vial was underweight by 4.49 grams, which is equal to 4.49 mL of water.  For reference, a water sample without an air bubble normally weights approximately 44 grams. Therefore, the air gap was significantly larger than a dime.
  Radon is a significant health threat and we encourage everyone to test their homes and work places for radon in air and when on a well, their radon in water concentrations too. In order to help remedy the frustrations of the invalid test report, I am willing to provide another radon in water test kit to ** ****** at no cost. If ** ****** would like to take me up on this offer, he can call us at ###-###-#### or send an email to [email protected].

  Healthy regards,

  ***********************, Director of Laboratory Operations

  Customer Answer

  Date: 05/17/2023

  I did not see the email requesting my response within 10 days. However, I was able to get in touch with the business finally and so far things are resolved.