Complaints

This profile includes complaints for SWAT Environmental's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SWAT Environmental

  16680 W Cleveland Ave Ste C New Berlin, WI 53151-3550

  
• 

  SWAT Environmental

  6546 Mercantile Way Ste 1 Lansing, MI 48911-5971

  
• 

  SWAT Environmental

  839 E High St Lexington, KY 40502

• 

  SWAT Environmental

  2000 S 4th St Milwaukee, WI 53204-4020

  
• 

  S.W.A.T. Environmental

  8020 Mine St Fogelsville, PA 18051-1622

  

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:10/26/2023

  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.

  Several months ago I filed a complaint with the BBB about damage done while **** installed radon mitigation equipment in my home. At that time, ******************************* from the company called me to discuss the situation and subsequently I sent him photographs of the damage and a copy of the plumber's bill that I incurred as a result. He agreed that **** should reimburse me for that repair bill in the amount of $254.66. I agreed that that was a reasonable resolution and stated that on the BBB website.After a long delay and several emails to him, I did receive a check but it was made out with the wrong name and I can't cash it. After sending ******************** a photo of the check and asking for a correct one twice, I have received no communication. ******************** and the **** company have not honored the agreement made pursuant to the first complaint I filed with the BBB.I will refrain from stating my opinion of this company and in particular their customer service. I feel that it's important to pursue this matter and to make it known how they deal with customer issues.

  

  Business Response

  Date: 10/27/2023

  We apologize for the delay in the replacement check. We have confirmed with **************** that the replacement check will be printed on Monday 10/30/23 and sent out. Thank you for your patience. 

• Initial Complaint

  Date:10/03/2023

  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.

  When I setup the appt with **** if was after much research on my part. I emailed the MI Radon **** ****************** and he sent me info about the **** which provided me with list of **** Radon Certified Mitigation Specialists. I called 2 companies- **** and ******************* (who is also a Certified Mitigation Specialist) who owns *********** Radon in Livonia. The **** company Rep that I spoke with assured me they had many *************** Specialists and as we talked I saw about 6 names of Specialists who were in their employ listed on the **** website, as well as was ******************* from *********** Radon. The **** Rep told me it would be the luck of the draw as to who would be coming out to my house to do the job. So based on that, and satisfied that I was getting a Radon Mitigation Specialist, I chose **** over the other company because they were a little cheaper. Then on Monday Oct. 2, the day of the job, the service man called me to say he was on his way. The name showed "***************". I looked up on the **** website and didn't see his name on the list as being a Mitigation Specialist. So I called the main company ************** and spoke with ******, explained my concerns and he said he would reach out to his supervisor and call me back. No one ever called me back. Then **** showed up to do the job. I asked to see a certificate showing he was certified and he told me that he was not. He then called his supervisor putting the call on speakerphone, and the Supervisor kept telling me how qualified **** was, etc. But I told him I was expecting one of their *************** Mitigation Specialists, & would not allow the job to be done by anyone other that a Specialist. The fellow on the phone told me I would be liable for a cancellation fee, but I said I would NOT pay it, because they had done an illegal **************** **** never told me, that while they had *************** Mitigation Specialists on staff, they would be sending out an uncertified technician to do the job.

  

  Business Response

  Date: 10/04/2023

  We removed the cancellation fee. However, this was not a "bait and switch". The customer admitted to ************** Manager that she never specifically asked for a certified Technician but thought it was implied. She hung up on ************** Manager and told ************** to leave. ************** was more than capable of doing this installation. It's unfortunate that a customer would have to exaggerate a story in order to get out of a cancellation fee. 

  Customer Answer

  Date: 10/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. However, I strongly disagree with what you claim was my response.  I never told the Tech Supervisor that I had not requested an actual Certified Mitigation Specialist, as when I spoke with the phone Rep from the very beginning that was my only concern.  The phone Rep said your company had many qualified *************** Mitigation Specialists, but he never told me that I might not get one for doing my job.  He implied that I would get one, but said they didn't know which one I would get until the day of the job. The phone Rep also NEVER told me that I could possibly be assigned just a Technician who was NOT certified!  That was all on the phone **** ****** who I spoke with.  Then on the day of the appt, it was the Tech who called his Supervisor on his cell phone, and while the Tech had his phone on speaker so that I could talk to the Supervisor, the Tech was in control of it the whole time. I  explained that I was expecting a Certified Mitigation Specialist to do my job, but he just kept touting all the Tech's experience, and quality work, etc. When I told him I wanted a CMS to do the just and not just a Tech, he then mentioned the cancellation fee, to which I objected.  I then apologized to the Tech, **************** for having wasted his time coming out, and then closed my garage door.  I never hung up on the supervisor because I never had control of ****'s phone.  And for that you can ask the Tech, **************** for his side of the story which should match up with mine.  I thank you for the waiving of the cancellation fee, but wanted to set the record straight about the events and the misleading info that I got from the **** phone Rep.   
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:08/22/2023

  Type:Order 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 had a radon mitigation system installed on 11/9/22. This was installed in a house we were purchasing. As recommended, we completed a post-install radon test which showed the level was still at 4.0. The report is attached. We also installed a continuous monitoring device which, since installed, has shown an average level of 4.0 and an average for the last month of 4.6.When contacting **** again for additional mitigation, we were told they can't accept the continuous device readings and we need to do additional testing from their lab. So we did... that test showed a radon level of 4.1. Still above what is recommended.I have since contacted **** multiple times to try and have additional mitigation completed. I have only twice actually been able to speak with someone. The first time, I was told that a note was being sent to the "local service provider" to contact me and arrange to have the issue fixed. That has been a month ago and no contact. I phoned again today, 8/22. I was being told that I was being transferred to the rep who was assigned to the case... only to be put directly into someone's voicemail box. We are entitled to additional services per the **** warranty document... but it seems nearly impossible to actually receive those services. We would simply like to have the radon reduced to acceptable levels.

  

  Business Response

  Date: 08/23/2023

  Sorry about the experience. Glad we were able to speak with you today and get scheduled to come out on 9/1/23 to resolve your concerns. 

  Customer Answer

  Date: 08/23/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *********************
  

• Initial Complaint

  Date:08/08/2023

  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 August 1, ****************************************************************** my home. He did not speak to me about any mishaps during the installation, however there was damage done during the installation to the *** pipe to our Sump Pump. It appears that he accidentally cut a hole in that pipe with what may have been a power saw. When it rained and the sump pump turned on water sprayed forcefully out of that hole. I had a plumber come to repair the sump pump, which had been installed only about 10 days earlier. This was the company, *********************, that had just installed it. I have that pipe, which the plumber had to replace, in my possession. In addition, the plexiglass cover to the sump pump and radon pipe had been sealed with some kind of caulking used by painters, which was a white gooey mass and did not seal anything. The plumber had to remove all of that ineffective material and replace it with the proper silicon caulking.The installer from SWAT was a very pleasant young man and we got on very well. He did not communicate to me any problem except that it was a more difficult installation than usual. When I spoke to a woman from SWAT about the situation, she was not helpful at all. In fact, she first said that the technician noted a "Problem with the Sump Pump", then told me to forget that she said that. The problem with the sump pump was the damage caused during the installation of the Radon device. The new sump pump was working perfectly before SWAT installed their equipment.

  

  Business Response

  Date: 08/13/2023

  Sorry about the experience *****. Our Regional Manager called and spoke to you about the situation. We offered to pay for the repairs after seeing invoice and picture of the pipe. 

  Customer Answer

  Date: 08/13/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *******************************
  

• Initial Complaint

  Date:07/10/2023

  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.

  A Radon Mitigation System was installed by SWAT Environmental on July 6th, 2023. The process of obtaining a quote for the work and scheduling the appointment was *****************! The technician who installed the system was very nice. Shortly after the technician left, we noticed a gap in the roof/ceiling between where the piping runs outside of the home. I called SWAT to have someone come seal the gap. It's large enough that a rain storm could cause flooding in the basement.The customer service person I spoke with was rude, short, and incredibly unhelpful. The tried to schedule a repair 21 days in the future. When I was discussing the issue of pests, weather, etc. because of a HOLE in the roof, the representative cut me off as I was speaking and raised her voice to speak over me. She didn't offer any helpful solutions for this problem. I simply asked SWAT to stand by their work and and was met with animosity and rudeness.

  

  Business Response

  Date: 07/11/2023

  Sorry to hear about your experience. I believe there is a misunderstanding as we did not penetrate the roof in any way. Our system runs to the outside using the side of the house to exit. We can see from the pictures ************** takes at every job that there are no gaps and caulking running all around the system. Many times customers are confused by light coming through because we use a white caulk that can allow light to shine through but doesn't mean there is a gap. As our customer service rep explained we will still have someone come out to double check and have that scheduled for 7/31/23. We will try and pull forward sooner as our schedule is constantly moving. 

• Initial Complaint

  Date:07/05/2023

  Type:Sales and Advertising 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.

  Radon mitigation system was installed on 6/27. The company didn't have all the parts to attach the system to the home and left. I was contacted that I needed to pay for the finished job. I had to call to schedule another appointment to have them finish adding the clamps. The retest was done 7/3 and it was shown that the levels were worse. The tech made things worse and did not properly install. I tried to contact for a resolution.

  

  Business Response

  Date: 07/06/2023

  Thank you for the feedback and apologize for your experience. ************** had everything he needed to complete the job. We are coming back out on 7/6/23 to add an additional clamp towards the top of the system stack as well as assess what additional steps can be taken to reduce the radon levels. 

  Customer Answer

  Date: 07/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Tech came out on the 7/6 did not place on missing clamp. Tech did not adjust anything for levels in reduction. Stated would be back tomorrow. 7/7 it was stated tech could not come out and would have to be scheduled for 7/10. This will be the 3rd appointment and time is of the essence. If not corrected could cost me the sale of my home. 

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/07/2023

  Went to home on 7/6/23 and found that there was a cold joint around the perimeter of the crawl space that was covered in plastic which was previously disclosed as being a concrete sealed crawl space. Technician began to seal it but was told by customer they will seal the rest. Discussed options of a ******* but customer stated they would be receiving a monitor today and would wait to see what the levels are after sealing the crawl space. We have a Technician scheduled to come out to the home again on 7/10/23. 

  Customer Answer

  Date: 07/12/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

  When it comes to the tech the tech isnt certified in my state under NRPP. On 7/6 the tech never showed until 6:30pm. So no work could be done since the tech stated it was too late. Tech stated he had three jobs prior and ********** had scheduled him out too long for the day. No fault of my own but the fault lies on the business for lack of techs. Tech did the crawl space with caulk it was never covered with plastic. We have a vapor barrier in the basement but not in the the crawl space. I pointed the portion out the crawl space and asked him to caulk in case that was the issue. 

  Tech on 7/6 stated he didnt have time to do the caulking handed it to us. Which is unprofessional. 
  7/10 tech came out had to dig deeper and clean out since he didnt initially dig it deep enough. Tech went and caulked based on my request. All of this should have been done the first install day. So much time has been wasted on the job not being done correctly. Still not sure if it has been done correctly. 
  

  
  Regards,
  
  ***************************

  

  Business Response

  Date: 07/19/2023

  Completed additional work on 7/10/23. 

• Initial Complaint

  Date:05/16/2023

  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.

  On May 4th, 2023 I called to Swat Environmental to get an estimate for a radon mitigation system for my home. After a few questions on the phone with *********************** sent me a proposal via email for the amount of $ 1.700.00 for a mitigation system installation that could change depending of a site inspection. I was agreed to schedule a visit, not an installation for May 8 between 12 PM to 2 PM. On May 8 I was visited by a technician that lasted no more than 10 minutes. On May 9 I got an invoice via email for the amount of ****** which its description refers a "Base Price" of $195.00 plus a "Fuel Surcharge" of $3.00. I reached out to the company asking for the invoice and ************ told me that the kind of appointment scheduled was for an installation and they are charging me a "mobilization fee to cover the expense associated with the lost work that day". So now, the company is pushing me to pay an invoice in the next 30 days or they will charge me additionally late fees and Interest of 1.5% per month as well as they will report me to all major credit bureaus. I do not accept the charge of $ ****** because I just only requested site visit to get an accurate estimate for the project discussed. Also, there's no contract signed between me and the company saying that I requested an installation visit. So there's no reason to damage my credit history with the credit bureaus in a period of 30 days. Moreover, I must to say that the company is not being clear and transparent. Also, the sales terms are confusing and try to tie you up so that you hire the service with them.

  

  Business Response

  Date: 05/17/2023

  We spoke to the customer for over 22 minutes and gave him a quote verbally and in writing. We confirmed with the customer how the installation would work on the day of the appointment. We also confirmed that the customer could pay the Technician after completion of work that day. Customer acknowledged that and said that was good. We have since spoke to the customer and explained all this to him. In addition, we explained that the $199 fee would be deducted from the quote if he ends up proceeding with the installation with us. 

• Initial Complaint

  Date:04/11/2023

  Type:Product 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.

  This is a health issue because radon is the seond leading cause of lung cancer. Swat Environment installed a radon mitigation system with the max *** option 03/03/2023 at my house. The floor was not sealed per the contract, not even to the "10' ft on each side of the stack" per ****** (from the second team sent out after I canceled payment the first time for non-performance). The contract states "Foundation inspected and cracks sealed as necessary to assure system efficiency." There are not other floor clauseses.. After the installation, the manometer was at 1.5 (no guidance provided). I personally sealed the entire basement, a gap 1/8-1/4 had developed between the slab and the cast concrete walls. Upon completion, the manometer istered 2.5. Second, there were no "Perform diagnostic tests and tune system as needed to verify system effectiveness, maximize energy efficiency, and eliminate audibility." There was no tuning whatsoever, and the *** is plainly audible inside the basement despite that it is mounted outside of the house. Also, there was no direction as to what the manometer was supposed to read with a completely sealed room (what is the best possible reading)? I request a refund of $300 for time and materials it took me to do their job in sealing the basement. The original job was not done to specifications of the contract. No information was provided after the installation. A second team was sent at my request to complete the sealing, but I was informed that there was a 10 limit on either side of the installation site. Lastly, the home radon kit was used and sent in per directions. No results have been provided. All requests, emails, and phone calls since 23 Mar have gone unanswered. I have asked the bank to stop payment again. I am disgusted with the level of service and the blatant disrespect in not even answering a call or email.

  

  Business Response

  Date: 04/28/2023

  We have determined to agree to disagree on what did and should have been done. We are refunding the $300 as requested. 

  Customer Answer

  Date: 04/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  SWAT needs to acknowledge the following:

  1. The job was not completed to specifications. There is nothing they can say that proves that they did, and I have proof that they did not.

  2. No information regarding the performance of the system has been provided, despite countless phone calls and emails.

  3. SWAT never answered the question "Why, when the team installed the system, the manometer reading was 1.5, and after I sealed the remainder of the basement, it immediately climbed to 2.5?" That manometer reading has maintained 2.5 since the sealing was completed.
  

  3. To date, the results of the radon test kit left by SWAT, which was subsequently conducted according to directions and returned, still have not been sent to me.

  Overall, SWAT has decided to "disagree" with the facts, which is hubris at its pinnacle. I will always caution against using SWAT to anyone considering a mitigation system. I would expect that the BBB would investigate SWAT for their shoddy business practice and exceptionally horrible customer service.
  
  Regards,
  
  *************************

  

  Business Response

  Date: 04/28/2023

  We had a conversation about your concerns and you disagreed with **. You asked for a refund of $300 and we agreed to it. We aren't going to continue to go back and forth. 

• Initial Complaint

  Date:03/14/2023

  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.

  Date of Transaction - January 26, 2023 Amount of money you paid the business - $198.90 What the business committed to provide you - They had given me a quote to mitigate radon of $1,927 which included a $550 Foundation Coring/Wall Penetration as an upgrade since my house was old. What the nature of the dispute is - They pressured me into making an appointment to get a place in their busy schedule and then when the guy showed up to install the system all he did was tell me why the work couldnt be done by him and he would have to send someone else back and that it would cost way more to do the work than I was quoted. They never gave me a new quote to do the work they just sent me a bill for $198.90 Visit charge which I didnt want that services since I wanted them to charge me $1,927 to install the system not come and charge me to tell me they could not do the work I needed done after waiting a month to have them out. I would like my money back since what I was offered radon mitigation which now seems it was not offered in good faith. Whether or not the business has tried to resolve the problem - No I have called their billing department, project manager (*********************), and main sales line every week for the last 6 weeks to get a call back each time it goes to voicemail I leave a detailed voicemail and no one calls me back. I also emailed their sales and billing team 4 times each with no reply other then an email saying if I didnt pay the $198.90 they would send me to collections. Account order tracking number -Quote #: ****** JOB NUMBER: ****** Invoice #: ******

  

  Business Response

  Date: 03/16/2023

  We came out the customer's home with the intent to install a radon system. The customer decided that based on where they wanted it located that it would have to go through an old fireplace and customer intended to run the pipe and have us back to install the fan. We communicated to the customer that once he rescheduled the appointment with us that we would reduce the installation price by the amount he paid for the site visit. ******** stated he would rather take care of on his own. We spoke to the customer on 1/27/23, left a message on 1/30/23, spoke to on 2/6/23, left a message on 2/7/23. 

  Customer Answer

  Date: 03/19/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We wanted the radon system installed through the foundation wall in front or back of the house like all of our neighbors. The installer who came said he didn't want to do that and told us we would have to have an unsightly pipe in our house a very lazy way to get out of doing what we wanted. He said only other option was we had to remove a chimney to make way for a pipe they would tie into. Basically wanted me to do all the work and pay him more than the original quote to do that. This was unacceptable to me then they charged me a visit fee for them to raise the price and do less work. Not sure how this is a good service. Then they say they called me back and left a message but the billing department called me back NEVER the project manager who could make decisions. The billing people said they couldn't help me unless I talked to the project manager who never bother to call me back after I tried to reach them ever possible way. They avoided calling me back and talking to me about this in the same way that they are trying to dodge their responsibility for not installing the system a way that everyone else in my neighborhood was able to do and for the price they originally quoted. 
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/21/2023

  Every home is different, especially when they are built in the 1800's. What may work for a neighbor is not necessarily the same for every house. Options were explained to the customer. Customer decided not to use us. We charge a trip charge for **************'s time. If the customer would still use us to install the system we would apply the trip charge to the installation so it is wiped out. Customer again still decided they did not want to use us. We had our Sales Rep reach out to explain the situation and again the customer did not return the voicemail. 

  Customer Answer

  Date: 03/28/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  You said "We had our Sales Rep reach out to explain the situation and again the customer did not return the voicemail." This is not true. Your sales person never called me. Your accounting billing team called me and told me to call your sales person but they never gave clear way to contact him. I called back 5 times and never got in touch with the sales person. I didn't decide not to use your team you didn't give me a choice to use you. Your installer you sent was lazy and rude. Said there was no way to do the job without a ton of extra cost for no good reason. Then never heard from anyone on your team who could do anything other than explain that I needed to pay this fee unless i used your team. That was not helpful to understand how I would have a different (not horrible) experience with the next installer who came out. So who in their right mind would use a company that charged you money to have a rude and lazy person come out to do work then tell you they can't or don't want to unless it costs more? So you are saying the right course of action would have been to pay another rude and lazy person come out and hopefully they would actually do the work at a much higher price and not just charge me another trip fee? All of this without talking to anyone who was more knowledgeable and helpful even after emailing 2 times and calling 5 times all because I missed one voicemail from a billing department person. If that is what you are saying then it is clear you are not trying in good faith to think about this from a customer's perspective and there isn't much point in talking since you are just gonna say you are are right and you don't care what the customer thinks which wasn't what I hoped for.
  
  Regards,
  
  *******************

  

  Business Response

  Date: 03/28/2023

  We will have to agree to disagree. We both clearly have a different perspective on how the interactions went. We apologize for the inconvenience.

  Customer Answer

  Date: 04/03/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  They said just to agree to disagree. Is that it no other mediation? Just they don't agree with no facts and I am stuck. Businesses get to write their own history? Is my only other option small claims court?
  
  Regards,
  
  *******************

• Initial Complaint

  Date:03/13/2023

  Type:Order 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.

  Company sent an employee to look at structure of the house and provide an onsite quote to install a radon mitigation system to decrease radon levels to EPA standards. After receiving $1800 based on original estimate, system was installed. Upon post work testing, radon levels were still above EPA standards for health safety. Warranty states guarantee to radon mitigation standards. When I reached out about getting the system to do what it was supposed to do, there representative said I was underquoted and needed to pay $500 for an upgrade.

  

  Business Response

  Date: 03/16/2023

  We are scheduled to return to the property on 3/28/23.

  Customer Answer

  Date: 03/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The business has agreed to check the installed radon mitigation system after prompting from my realtor.  The follow up email states they are still requiring additional payment if additional work is required to get radon levels down to EPA standards.
  
  Regards,
  
  *****************

  

  Business Response

  Date: 03/16/2023

  Next step is to come out on 3/28/23 to review the work that was previously done and if anything additional is needed to mitigate the property. 

  Customer Answer

  Date: 03/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I would like confirmation in writing that there will be no additional charges to get the system working as promised (radon levels at or below EPA standards for health). 
  

  The business practice of we would rather underquote as sent by ************ in email form on 3/13/23 is unethical.  This sets up avenue of requiring upcharges as well as additional visits to the home after the original installation is complete to get advertised, guaranteed results. 
  
  Regards,
  
  *****************

  

  Business Response

  Date: 03/17/2023

  As we continue to state, we haven't charged you anything additional and have an appointment for 3/28/23 to review the system. If we tricked people into up-charging as you stated we wouldn't be in business for over 30 years. How about you hold off judgement until we have had a chance to review the system and see what can be done to help mitigate. 

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I understand that you are recently under new management.  The facts, in my case, are as follows (so consumers can read on BBB site and have all the information):

  1) Seller's realtor contacted SWAT to get an estimate for radon mitigation system in Jan 2023.   

  2) SWAT sent a technician and was given access to all areas of the house.  

  3) An estimate was generated and the full amount for the radon mitigation system was pre-paid by the seller in Jan 2023. 

  4) After closing, we scheduled the radon mitigation be installed by SWAT.  

  5) On 2/13/23, the installer arrived on premise.  After initial inspection, he said the original inspection was incorrect and the cost to install would be an additional $700. 

  6) Only after calling the realtor and having them call the manager did SWAT determine that the error was on their side.  They completely the install without additional fees. 

  7) Two weeks after system installation, I completed the home radon test.  

  8) The levels returned above EPA standards for health. 

  9) I called SWAT on 3/13/23.  Later that day, I received an email that additional work was needed to get the radon levels down.  I was quoted $448 and asked to schedule the work.

  10) Only after I reached out to the realtor and she asked to have someone come out to inspect the current system did SWAT schedule a visit on 3/28/23.  

  11) The follow up email from SWAT stated: 

  "I spoke with (realtor's name); I can have a tech stop out and check to make sure the current system is working properly and that any minor adjustments dont need to be made. In the case that he determines you need upgrades those will still be at the original $399.00 discussed.

  12) My reasonable request is that the radon mitigation system installed by SWAT work at getting levels to below EPA standards without additional charges.  I would like this in writing as all other written correspondence has requested more payment. 

  This maybe a one off situation of which each step has resulted in additional charges after the initial on site estimate.   Please remedy to maintain your history of great customer service.  

   
  Respectfully,
  
  *****************

  

  Business Response

  Date: 03/21/2023

  Appointment scheduled for 3/28/23. 

  Customer Answer

  Date: 03/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that I do not have enough information yet.  For your reference, details of the offer I reviewed appear below.
  
  On 3/28/23 a larger fan was installed.  Until we test and get results back from new air sample, I do not have enough information to determine is this resolved the issue.   Ill like to keep this compliant open until test results are received.   Additional work maybe necessary to bring radon levels down.  
  
  
  Regards,
  
  *****************

  Customer Answer

  Date: 05/05/2023

  Still awaiting SWAT to return to our residence to complete the radon mitigation work.   Was scheduled on 5/3 and they rescheduled to 5/9/23

  Customer Answer

  Date: 05/09/2023

  ******* from SWAT came out to assess the previous mitigation setup.   He dug out the pit further stating that it was muddy and could affect the fan suction.   He provided another home radon test for ** to complete.  The test will take 3-4 days and then will be mailed out.   Usually takes another week for results to come back in.  I can update is levels are at or below EPA recommendations at that time.  (Estimate to be after 5/22/23)
  If radon levels are still high, they will come back to install a second tap. 

  Customer Answer

  Date: 05/10/2023

  I do not want to close the complaint until completion of work.  I will not know if the adjustment yesterday will bring radon levels down until test results return.  If levels are still above EPA recommendations, SWAT will need to complete more work to the system they installed.  

  I will need until May 22 to get test results back and will update at that time.