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

  141 Parker St Ste 111 Maynard, MA 01754-2179

  
• 

  SWAT Environmental

  7325 S Revere Pkwy Ste 505 Centennial, CO 80112-4472

  
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  SWAT Environmental

  839 E High St Lexington, KY 40502

• 

  SWAT Environmental

  2000 S 4th St Milwaukee, WI 53204-4020

  

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:02/11/2023

  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 January 19th, we called the branch in ** to inquire about radon remediation. A proposal and appointment time were emailed on the 19th. The appointment was confirmed. The proposal was not signed. We were only prompted by text as a reminder to confirm the appointment. The proposal states someone (the customer) should be on site to approve the location of the radon remediation equipment. On the appointment day, the radon tech showed up an hour late after he called saying he would be there in ten minutes. He was let in the house by ******. ****** informed him where the basement was and told the tech to let her know of anything going on or any questions that she would be right upstairs because she had her toddler and newborn to look after. The tech did NOT come upstairs and did not inform ****** of what he was doing. The tech took it upon himself, with no prior written consent and no verbal consent on the day before he started drilling, if he could place the radon equipment in the place he put it. The tech then said he was in a hurry to leave and told me to sign a paper stating he came and completed the job. The tech said "I decided to place it in the wall and to install...such and such radon equipment." He proceeded to give me a kit to test the levels and left. The placement of the Radon equipment was not where the homeowners wanted. *******, ******'s husband, called and was referred to the manager. The manager gave us two options- 1. Pay them a percentage of a new one to move it to a new location. 2. They remove it for free. We would still have to pay for the original job. Dom, manger, said it was our fault because we gave the tech access to our house. We asked for it to be moved at no charge bc their policy was not followed and they did not have permission to place it there. *** refused and continued to say it was our fault. He even called my husband back to say the replacement would be full price and not discounted anymore after we said would pursue this w/BBB.

  

  Business Response

  Date: 02/19/2023

  The Technician met the customer at the house and the customer pointed out where they wanted the system to be placed prior to the Technician beginning work. The customer spoke to a Manager and got two options to help resolve the situation. We could relocate the system for a discounted price or we could remove the system for no additional cost. 

  Customer Answer

  Date: 02/19/2023

  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.
  
  If I had pointed out where I wanted to system to be placed I would not be complaining about it or wanting it moved. You are lying. I will need a full refund or my system moved for free. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 02/21/2023

  We have provided two options to resolve the situation. 1. Relocating the system at a discounted price OR 2. Removing the system for no additional cost. Customer has not responded with which option they would like to move forward with. 

  Customer Answer

  Date: 02/21/2023

  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 options are to 1. refund full price or 2. Move the system at no cost to us. There was no permission given to drill into my house or install anything. Damage was done to my house. Please choose one of those options and we can proceed. 
  
  Regards,
  
  *******************************

  

  Business Response

  Date: 02/23/2023

  We are not refunding or moving a system at no cost when the current system was approved for placement and is working as it should. Feel free to call our office to discuss further. 

  Customer Answer

  Date: 02/23/2023

  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 system was NOT approved. We were, and are still, being taken advantage of by a company that wants to lie and mistreat their customers.

  The two options are 1. Refund fully. 2. Move the system for free. 

   

  Please note the business in question is not negotiating or accepting an offer to right their wrong. 
  
  Regards,
  
  *******************************

• Initial Complaint

  Date:01/30/2023

  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.

  Contracted with Swat-Radon for radon remediation to be completed on January 15. The technician arrived at our house clearly under the influence of something--he was jittery, talking quickly, and pushing a decision on placement of the radon device. I called ***** at the Woodbridge number *************) and told him I was sending the technician away and why. He did not vouch for his technician. It is difficult to determine when someone is under the influence, however, I was employed as a drug alcohol counselor and am pretty familiar with the signs of substance use. I did not think it safe to allow him to do the job and did not want him around my family in that condition. We did not confront him, but instead, told him we'd changed our minds. He left without incident. We got the invoice for the cancellation charge, and I contacted the company by email. (attached). They are threatening to send us to collections--I paid to avoid that mess.

  

  Business Response

  Date: 02/19/2023

  We take accusations of employees being under the influence very seriously and have done the same with this concern. The reason for the trip charge was due to us sending a Technician to the home and the customer deciding they no longer wanted the system. If the only concern was the Technician then we would be happy to send another Technician out to complete the installation and waive the original trip charge. 

  Customer Answer

  Date: 02/24/2023

  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.
  
  Thank you for sending SWATs reply.  Ive reviewed it and must advise  SWATs reply is factually in error.  I called ***** at the ***************** to advise him I thought the employee was under the influenceas soon as I became awarewhile the employee was still at my home.  He instructed me to send him back and did not offer another technician.  Rather than confront the employee with his substance use, we told the employee we did not want the work done and dismissed him.   We never advised SWAT we did not want the remediation completed.  In fact we are working with another company to install radon remediation.   We do want the remediation.  The work will be delayed several weeks due to SWAT Environmental. 

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

  

  Business Response

  Date: 02/24/2023

  Customer has hired another company to mitigate without giving us the opportunity to send a different Technician out. We are comfortable with that resolution based on our interactions with the customer. 

  Customer Answer

  Date: 02/24/2023

  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 company would not respond or negotiate prior to getting BBB involved despite my multiple attempts to contact them.  We have already contracted with a different company for the work and would be in breach of that contract if we accepted SWAT's offer.  SWAT's contract for the work did not disclose a trip fee such as the one they charged us for.  Based on this situation, the only reasonable resolution to this matter is for SWAT to return our $198.00, discharge us from any responsibility under the contract to include not putting a lien on our property.
  
  Regards,
  
  ***********************

  

  Business Response

  Date: 02/27/2023

  We have attempted to resolve and customer is refusing.

  Customer Answer

  Date: 02/27/2023

  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 does not appear to understand the position THEY put us in by not sending a new technician after they were advised the first was acting as though he was under the influence, not clearly stating in their contract that we would be liable for work not performed (we would not have signed), not responding promptly to the two times I attempted to contact corporate, and threatening us with a lien on our property if we did not pay for work not performed.  Please ensure that my complaint and the company's response is included in the BBB website.  I will ensure appropriate reviews are posted in any forum I can find.
  
  Regards,
  
  ***********************

• Initial Complaint

  Date:01/23/2023

  Type:Delivery 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.

  Dec 29th mitigation system was installed. The post install radon test reveals levels are still elevated, even with their upgraded, larger fan option. Test results should have average under 2.0 Test results indicate peaks with 4.2 which is an EPA fail level. Two attempts to contact business and no response over two weeks. Last attempt was Jan 19th. Also, no attempts to seal the basement floor as description in their agreement.

  Customer Answer

  Date: 01/30/2023

  [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:01/11/2023

  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.

  Before we bought our home in 2018, we helped the previous owner pay for a Radon System to be put in due to our loan requirements. Since then, the fan that was installed has become increasingly louder. I have emailed them twice without a response, I am aware that these fans have a 5-year warranty, and I am seeking a replacement for the defective Radon Fan, but no response is a response. I have cancer-causing air infiltrating my house; they know this is happening, but they seem to refuse to do anything about it, especially since they provided us with a service less than five years ago.

  

  Business Response

  Date: 01/12/2023

  We spoke to the customer today and scheduled to replace the fan on 1/20/23. 

• Initial Complaint

  Date:12/14/2022

  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.

  I paid for a Radon system to be installed. First attempt they were late 3hrs and did not install the high volume fan that was ordered. SWAT never called back to install the the fan I originally ordered. On the second attempt after I called about the fan and the system failing due to improper installation, swat came out and replaced the fan. On the third attempt to install the system correctly SWAT came back because the new fan failed to improve the problem. During that time the system was leaking between the pipe they installed and the floor. Caulking was applied. The third fan was installed. I called them back 4hrs later with the same problem. The problem was the system was installed incorrectly. At this time the company would not help. I removed the system and corrected the piping issues. I also removed 3 gallons of stone and dug the pit deeper it was shallow. The pipe that leaked was not glued together causing the problem on the floor. I also sealed the room with caulking that was in the contract to be done and was not. *********** was pulling 1 inch of vacuum and the Radon levels were at a **** double the limit. My repaired system is drawing **** inches of vacuum and levels are at ****. SWAT failed to deliver on their contract and warranty. I have photos of proof. SWAT did reach out and say they would give $200.00 back as long as I sign a warranty waiver. I spent more time and money to correct their mistake and with no warranty should provide a larger refund. Highly disappointed and would not recommend, what a rip off.

  

  Business Response

  Date: 12/15/2022

  We don't automatically use a larger fan if it isn't needed as we try to keep the cost down for the customer. The radon level went down from **** to 8. We came back out to install the larger fan to reduce the levels even further. The system was not installed incorrectly but rather the customer disassembled the system to add a drainage point in the basement. He then called requesting money for the work he did rather than letting us resolve any issues. We offered $200 as an inconvenience but not as a way to refund because of the work we did. We never stopped working with the customer to resolve any concerns.   

• Initial Complaint

  Date:12/14/2022

  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 Oct 2021. SWAT installed a Radon mitigation system at my home at a cost of $1,844.Starting in early 2022, this fan began to fail and has stopped working completely since June 2021.I have contacted SWAT 5 times via phone and twice via email and I have not received a reply or callback or even email. I would like to have this warranty work done. It is dangerous to have a failed Radon system in CT.I am attaching:- original invoice from SWAT - my final email to SWAT (after mulitple calls and emails) on Nov 2022

  

  Business Response

  Date: 12/15/2022

  We spoke to the customer on 8/18/22. He was going to power the system off and then back on and call is if he had further issues. Customer called us on 11/12/22 in which we called him on 11/14/22 and 11/16/22 and left a message. We reached out to the customer again on 12/15/22 based on this complaint. 

• Initial Complaint

  Date:11/18/2022

  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.

  I purchased a digital radon detector and noticed our finished basement levels were at 9 (4 is bad) so I hired **** to install a radon mitigation system on October 1. After two weeks of the system running, the **** radon test result came back at 11. It is VERY difficult to speak to anyone when you call. It takes days. The system has been running for 7 weeks now and the radon levels fluctuate between 38 and 90. And **** says they can return for $200 plus the cost to drill another hole in our basement ... which they already broke through a vapor barrier and would that increase the levels even more! And the piping is gurgling water so apparently another issue. I paid $1300 to have our finished basement radon levels increase and **** wont help without more money. Something isnt fair here. Its been a nightmare.

  

  Business Response

  Date: 12/02/2022

  Since completing this installation we have spoken to the customer multiple times. Spoke to on 10/18/22, called on 11/4/22, called on 11/8/22, called on 11/9/22, spoke to on 11/10, called on 11/16/22, and spoke to on 11/17/22. Customer has ******************* walls which makes mitigating very difficult. We advised the customer prior to installation that we do not guarantee reduced radon levels due to the Superior walls. When we spoke to the customer on 11/17/2 we gave her some options and she stated she would talk over with her husband. We have not received a return call to address her concerns.    

  Customer Answer

  Date: 12/03/2022

  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 do not accept the response from ****.  And yet I want nothing from them - its a matter of morals and principle.  When I FINALLY was able to speak to a human, she was rude and refused to help me without another cost of $200 to have someone come out and correct what was installed incorrectly in the first place.  

  My husband and I had a local radon mitigator come out and he fixed their system.   The **** system was sucking radon INTO our home levels were climbing.   As I told **** woman on our last call, I gave **** $1300 to **** radon into our home ... not nice.

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

• Initial Complaint

  Date:11/04/2022

  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 September 13th 2022, I had a Radon Mitigation System installed by this company. I was charged and paid $1473 to have the system installed.After the system was installed. The radon levels were tested with a test kit provided by this company.Our radon level before this system was installed was 2.0pci/l. After the installation, it was measured at 2.3pci/l. The radon levels increased after the installation of the mitigation system. In addition, the fan of the unit makes a loud intermittent humming noise that can be heard in several rooms.I have called and emailed this company several times, and am unable to get anyone to contact me back so I can explain the issue, or arrange to have someone to come back and look at the unit.

  

  Business Response

  Date: 11/21/2022

  We had communicated with the customer on 11/7/22 and arranged for a service visit on 11/29/22 to resolve the issue. 

• Initial Complaint

  Date:10/26/2022

  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.

  Made an appointment for radon mitigation in our new home for 10/13/22 ****pm. When scheduling, gave details about our home. Proposal was similar to the one from our home inspection company. Technician arrived a few hours early,which was challenging as I had to rush home and coordinate with movers. Unprofessional demeanor. He said to do the proposed plan would be $300+ the proposed price sent to us so he wanted to cut our basement window and take down dryer vent and we would have to find someone else to repair our window/dryer on our own. This was not an ******* and I sent him away because we needed to coordinate either cost or schedules to find a window repair/live without laundry. THen few days later got an invoice from SWAT for cancellation and fuel. Called and was directed to ****** who said this was a new technician and the window destruction was not standard. The 200$ would be waived if we rescheduled and they would send someone more experienced. otherwise,"per manager", cancellation fee still holds. Declined to reschedule as now have 0 trust in this service who would send an "inexperienced" technician in the first place who wanted to leave us with no laundry or window, or charge extra with no documentation. not a cancellation as I declined to have a service that wasVERY different than the proposal. No invoice date on the invoice and no cancellation fee amount on the original document. terrible communication. this should have been explained more clearly in the documents sent and by the technician. We cannot take more time from work to reschedule and hope that this company doesn't destroy our basement. manager was supposed to call me to discuss but it has been 4 days with no response.

  

  Business Response

  Date: 11/03/2022

  ************** Manager has made several attempts to reach the customer to discuss with no response from the customer. 

  Customer Answer

  Date: 11/11/2022

  [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.  We did get in touch and were refunded. Issue resolved completely.

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

• Initial Complaint

  Date:10/11/2022

  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.

  Radon mitigation system stopped working, I first called SWAT on 9/26 to schedule an appointment to have the issue fixed. I was told the technician in our area quit and they have to find someone else to come here and it will take a week to get a call back to schedule an appointment. No call back since, Ive called multiple times. Most of the time no one answers, no one replies to voicemails. I work from the basement and am very concerned about it not working. If the issue is the fan (which we believe is the issue) it should be covered by warranty.

  

  Business Response

  Date: 10/12/2022

  We spoke to the customer on 10/11/22 and scheduled a service visit for 10/18/22 to resolve the issue. 

  Customer Answer

  Date: 10/12/2022

  [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,
  
  ***************