BBB Accredited Business since

1-800-NO-RADON SWAT ENVIRONMENTAL-RADON REDUCTION

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Phone: (800) 667-2366 Fax: (800) 207-5685 View Additional Phone Numbers 2631 Eaton Rapids Rd, Lansing, MI 48911 View Additional Email Addresses http://www.michigan-radon.com View Additional Web Addresses


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BBB Accreditation

A BBB Accredited Business since

BBB has determined that 1-800-NO-RADON SWAT ENVIRONMENTAL-RADON REDUCTION meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

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Reason for Rating

BBB rating is based on 13 factors. Get the details about the factors considered.

Factors that raised the rating for 1-800-NO-RADON SWAT ENVIRONMENTAL-RADON REDUCTION include:

  • Length of time business has been operating
  • Complaint volume filed with BBB for business of this size
  • Response to 110 complaint(s) filed against business
  • Resolution of complaint(s) filed against business


Customer Complaints Summary Read complaint details

110 complaints closed with BBB in last 3 years | 24 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 4
Billing/Collection Issues 19
Delivery Issues 1
Guarantee/Warranty Issues 22
Problems with Product/Service 64
Total Closed Complaints 110

Customer Reviews Summary Read customer reviews

2 Customer Reviews on 1-800-NO-RADON SWAT ENVIRONMENTAL-RADON REDUCTION
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

BBB file opened: August 31, 1993 Business started: 01/01/1989 in MI Business started locally: 01/01/1989
Type of Entity

Corporation

Contact Information
Customer Contact: Ms. Ashley Dodson, Director of Operations
Business Category

Radon Testing & Service

Alternate Business Names
SWAT Environmental

Additional Locations

X

BBB Customer Review Rating plus BBB Rating Overview


BBB Customer Reviews Rating represents the customers opinions of the business. The Customer Review Rating is based on the number of positive, neutral and negative customer reviews posted that are calculated to produce a score.

Customer Review Experience Value
Positive Review 5 points per review
Neutral Review 3 points per review
Negative Review 1 point per review

BBB letter grades represent the BBB's opinion of the business. The BBB grade is based on BBB file information about the business. In some cases, a business' grade may be lowered if the BBB does not have sufficient information about the business despite BBB requests for that information from the business.
Details

BBB Letter Grade Scale

BBB Rating Value
A+ 5
A 4.66
A- 4.33
B+ 4
B 3.66
B- 3.33
C+ 3
C 2.66
C- 2.33
D+ 2
D 1.66
D- 1.33
F 1
NR -----
Star Rating scale

  Average Score
5 stars 5.00
4.5 stars 4.50-4.99
4 stars 4.00-4.49
3.5 stars 3.50-3.99
3 stars 3.00-3.49
2.5 stars 2.50-2.99
2 stars 2.00-2.49
1.5 stars 1.50-1.99
1 star 0-1.49

BBB Customer Review Rating plus BBB Rating is not a guarantee of a business' reliability or performance, and BBB recommends that consumers consider a business' BBB Rating and Customer Review Rating in addition to all other available information about the business. If the BBB Rating is NR then only Customer Reviews are used for the Star Rating.

Complaint Detail(s)

7/13/2015 Problems with Product/Service
7/13/2015 Delivery Issues
7/6/2015 Problems with Product/Service | Complaint Details Unavailable
5/29/2015 Problems with Product/Service
5/14/2015 Problems with Product/Service | Complaint Details Unavailable
4/28/2015 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Radon system installed 4/4/15 after result of 4.7 pCi/L. Post-install test was 4.4 pCi/L, much higher than expressed to us. Now saying will cost more. S.W.A.T. Environmental of Minnesota (SEM)installed a radon mitigation system in our townhome on 4/4/15. We needed this service due to a test result of 4.7 pCi/L as part of the home inspection to sell our home. Please note, the Environmental Protection Agency recommends you fix your home if the radon level is 4 pCi/L or higher. SEM was great in quickly getting us a proposal to remedy the situation and a tech to our home to install a mitigation system. The tech was great and didn't mind this DIYer hovering and asking questions. Part of the process is to re-test the radon levels after the system is installed. The SEM tech gave us a test, which we performed from 4/16-4/20/15. The result was just received yesterday, and the result was 4.4 pCi/L. Here are the issues: 1. The result of 4.4 post-system is far greater than expressed to us-the tech indicated the level should for sure be in the 2s and thought would be around 1.8. 2. The $1,200+ we paid for SEM's radon mitigation system only reduced the levels in our home by 0.3 pCi/L, and not even enough to be considered inside the EPA's safe range. 3. Now, SEM is indicating that a more powerful fan might be necessary (an additional $199) and/or a 2nd collection point be added (an additional $149), additional costs to us to accomplish what they promised would be achieved with their original proposal and work the tech performed. SEM's solution's minimal reduction in radon levels is not to our satisfaction and does not even meet the EPA's recommendation for safe levels. I do not believe this result even comes close to their own indication on their proposal that "You'll see from my proposed system and warranty that we go the extra mile to reduce the radon in your home to safe levels as defined by the EPA and ASTM." That does not seem to be the case as they are indicating additional costs to the consumer for a proposal they designed to achieve a specified result. The bottom line is, SEM are the experts when it comes to radon and radon mitigation systems. They proposed a solution to achieve a specific result-a reduction in radon levels in our home to at least the safe levels as defined by the EPA-it says so right in their proposal. Our understanding was that the reduction would be significantly better than that. However, SEM failed to deliver on either of those, and it's unacceptable to ask the consumer to pay more to accomplish a result the experts said they would achieve (and exceed) in the first place. Thank you.

Desired Settlement: I'm simply seeking to have the result that was promised delivered without any additional incurred cost by the customer. We paid for that result with a check on 4/4/15, and it shouldn't cost anything additional for it because SEM told us the result would be achieved (and exceeded)with what was proposed and installed that day.

4/17/2015 Billing/Collection Issues
4/5/2015 Guarantee/Warranty Issues
3/19/2015 Billing/Collection Issues
3/3/2015 Guarantee/Warranty Issues | Complaint Details Unavailable
3/3/2015 Guarantee/Warranty Issues
1/27/2015 Billing/Collection Issues | Complaint Details Unavailable
1/22/2015 Problems with Product/Service | Complaint Details Unavailable
1/11/2015 Billing/Collection Issues
1/11/2015 Problems with Product/Service
12/22/2014 Billing/Collection Issues
11/11/2014 Problems with Product/Service | Complaint Details Unavailable
11/7/2014 Billing/Collection Issues | Complaint Details Unavailable
11/5/2014 Problems with Product/Service
11/4/2014 Problems with Product/Service
10/30/2014 Problems with Product/Service
10/1/2014 Problems with Product/Service | Complaint Details Unavailable
9/16/2014 Problems with Product/Service
9/2/2014 Problems with Product/Service | Complaint Details Unavailable
8/25/2014 Problems with Product/Service | Complaint Details Unavailable
7/22/2014 Problems with Product/Service
6/15/2014 Problems with Product/Service | Complaint Details Unavailable
6/15/2014 Billing/Collection Issues
6/15/2014 Guarantee/Warranty Issues
6/12/2014 Guarantee/Warranty Issues
6/9/2014 Billing/Collection Issues
6/9/2014 Advertising/Sales Issues
6/2/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Customer service issues and product issues.Contacted company on 1/13/2014 and 1/14/2014 (total of three calls ) questioning how radon system was installed received no return calls. The radon system was not sealed up to outside wall. Also, had home inspector look at system and it does not appear to be compliant. Company used high powered radon fan which I paid extra for, I feel to compensate for improper install. Quote was taken for the system over phone with series of questions, one being about condition of my plastic barrier. I told tech that I could not give condition because I did not know what they need to install but that the house was 20 years old. Power source for mitigation fan was plugged into gfi outlet

Desired Settlement: I would like for the system to be properly installed no holes or gaps in plastic and sealed up to the outside wall (proper installation meeting code requirements.)

Business Response: I have reviewed complaint, and it seems we had an appointment scheduled at one time, but it had to be rescheduled. A customer service rep called on 2/19/14 to reschedule job, but they never reached anyone or was given a call back. Please call me directly and I will get this rescheduled for you right away and we will resolve it.

Thanks,

****** ******
Director of Operations
SWAT Environmental
************

Consumer Response:

Good Morning Ms. *******

 

My name is ****** ********.  I spoke with you last Thursday.  When I click on the link below, it says it's no longer valid.  And when I do a search on the business swat of PA (showing aka Golden Vista Enterprise), I do not see my complaint.  If you could please send me the link so I can view my complaint I would appreciate it.

 

Also, I just wanted to update my complaint with the latest on what actually happened.   After I filed my complaint, I was contacted by ***** *******, general manager on 2/10/14.  Several attempts were made to reschedule an appointment to correct problem but they were cancelled due to the technician being sick and technician not being able to make it due to weather.  During this time I decided that I did not want the techician to fix due to feeling that the same person left the job with system installed improperly (I did have questions about the way the system looked before the technician left the job at the time of install).  So I called ***** back to inform him that I did not want to reschedule due to not trusting the system would be repaired properly but wanted to be reimburse for labor cost of the system that was installed.  I sent him pictures of the job along with video to his email address.  He said he would see what he could do and get back with me.  I never heard back from him.  In the meantime, I had another company correct the system.  I received email from BBB saying complaint had been closed.

 

On 3/27/2014, I received another email from BBB.  It was a reply from ****** ******.  I read this message on 5/21/14 and left a message with ******.  She return my call.  I sent her pictures and video of work done but have not heard back from her.  

 

On 5/29/2014, I could find my complaint.  When I call BBB 800 number, they said the complaint had been closed and resolved.

 

Please send me a link were I can view complaint.

 

Sincerely,

****** ******** 

4/22/2014 Problems with Product/Service
4/15/2014 Billing/Collection Issues
3/13/2014 Problems with Product/Service
3/10/2014 Billing/Collection Issues | Complaint Details Unavailable
3/10/2014 Problems with Product/Service
3/10/2014 Problems with Product/Service
3/5/2014 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: They installed a Radon system and within two weeks it stopped working. It would come on intermittently when it should always be on. When I called, ****** insisted that I provide a credit card to cover the service call if nothing was wrong with the system. When ******* came out, he found that the switch and the motor was bad. He said that they were having problems with the switches. A week later ******, and then ****** called demanding $149 service fee since there was nothing wrong with the system except for the fan noise. I informed them that they must have a mix up in the records. ****** stated that they were going to charge me anyways. ****** then stated that they could not charge my credit card due to my refusal to provide the information before the service call. I believe they are saying this because I threatened to challenge the charge thru the credit card company. ****** said she would call back after talking to ******* This company makes their money for service calls on their poor product. They should stand behind their product for such a short period of time.

Desired Settlement: They should not charge me for the service call.

Business Response: I am not sure why this complaint was filed, I spoke with the customer yesterday and stated I would have to call the technician and speak with people in my office to try and get the bill removed. I was planning to call him today, but this complaint would need to be dropped first. I should have been given time to return his call and explain to him I would be waiving the fee, but I was not given that time. I will call him today to discuss.

Thank you,

****** ******
Director of Operations
SWAT Environmental
517-908-3269

Consumer Response:

[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 9951592, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******* *****

 

 

3/3/2014 Problems with Product/Service
2/25/2014 Problems with Product/Service
2/25/2014 Guarantee/Warranty Issues
2/5/2014 Billing/Collection Issues
2/4/2014 Problems with Product/Service
1/15/2014 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When selling our house, the buyers of our home called and requested that a radon system be installed in our home. They contacted SWAT and SWAT recommended the largest system be installed in our home. The SWAT incorrectly installed the system by connecting it to an outlet the was turned on only when a light switch was turned on which is not what the EPA requires. We fixed the issue ourselves. They also installed the smaller system rather than the larger system but would not pay to have the home retested to see if the smaller system was substantial enough before the new owners moved in nor would they cover the cost of taking out the old system and installed the newer larger system that was initially requested and recommended.

Desired Settlement: We would like the upgraded system installed at no additional fee and reimbursement for the testing that was needed to be done before we closed on the home.

Business Response: You will see by the attached work order in the notes that we recommended the upgraded fan when the buyers originally called in, but it was never purchased or asked to be added. I did feel our service representative in the office misspoke when it comes to the electrical portion of the job because our technicians are not certified electricians we have to hire one if the fan has to be hardwired. I sent the customer an email apologizing for the mistake and agreed to pay for the electrical cost, but they did not respond to that. I will not reduce the cost for an upgraded fan because $195 is what we charge for a fan regardless when being upgraded, but we usually charge for labor and did not add that charge for this customer due to circumstances. I also will not pay for any testing they needed to have done because we supply the customer with a test once the job is complete. I will cover the electrical cost if they contact me and send a receipt or bill for the work done. Please feel free to call me.

Thank you,

****** ******
SWAT Environmental
Director of Operations
************

12/26/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I hired SWAT environmental to install a Radon reduction system at my house early November 2013. The system makes this humming noise ever since they installed it. It is bearable during the day and when we are not near the spot where the pipe is located. But during night time, the vibrating humming noise is intolerable.I called the company a few days after the installation. But they said they would not come and fix it under the warranty. I have to pay at least $149 for them to come and try.This is outrageous. Apparently there are ways to reduce the noise, and they did not do what needed at installation to keep the noise down. And they even tried to tell me to fix it myself. that is so ridiculous. Someone bought a car and the car has a broken part, the manufacture refuses to fix it? Someone hired a contractor to build a deck and the deck is wiggly, the contractor says "you need to fix it yourself"? this is not what I have known about business practice in the United States. Honesty is the practice that most businesses follow. But SWAT environmental is not one of them.Now we have to move our bed to a different room to sleep, because the noises keep us awake at night time. And causing me constant headaches. I am seeking specialty doctors for this health issue caused by the noises.Please help me get this issue solved. They need to come and fix their faulty installation, free of charge. They provides a product with service, if it comes with a problem, they should take care of it at their cost. Otherwise, they are selling faulty product. That should be banned in this country.Thanks for helping me.best regards,Weijie Dong

Desired Settlement: They need to come and fix the system to reduce the noise, free of charge.

Business Response: I find this complaint unnecessary because if you would of asked for someone higher up in management then I would have taken care of you. I would ask that you withdraw your complaint, call me at ************, and I will schedule to have a tech come out there and do what he can to reduce the noise free of charge. The reason the service department cannot send a tech out at no charge every time a system is noisy is because are warranty does not cover audibility. When purchasing these systems people realize there will be noise, you cannot attach an extremely powerful fan whose purpose is to get a deadly gas out of your house and expect it to be silent. There will always be a noise because of general air flow, however we can add extra stuff to the system at the time of install, but we do charge additional for the extra materials.  I hate hearing of a customer upset over noise and would love to try and remedy this situation for you, please give me a call right away to address this.

Thank you,

****** ******
SWAT Environmental
Director of Operations
************

12/9/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a radon mitigation system installed in July 2013. I paid $849.00 at that time by check. At the time I was not told about the alternatives of what is available. When the house was inspected again in November for the sale of my house, the radon levels were high. I called SWAT because of the warranty and the guarantee I understood was there. It ended up that I had to have a larger fan installed. It cost me another $344.00. I should have been told about the different sizes and what was available. I was not and as a result it ended costing me more money. When I called to question it the woman wouldn't let me tell her what happened. I would not recommend this company because they lied to me about what could be done. I am sick of rude people in service industries. I DO NOT/WILL NOT EVER RECOMMEND THIS COMPANY. I feel they lied in order to charge me twice for the original fan and then a replacement fan. Had I been told about the larger fan in the first place I would have had it installed. On top of it I had to pay for another service. Not good business and very rude person to have to listen to. I don't think there is anything you can do about about the situation, but I sure would love to have someone tell people about this nonsense of not telling people what they should know so they can make an informed decision.I do not recommend this company.

Desired Settlement: I think they should refund the cost of the second fan and/or the service fee.

Business Response: I have reviewed this complaint and I actually spoke to this woman on the phone as well. The cost she was charged was $195 which is the difference in fan cost between standard fan and upgraded fan. The service fee is $149 and that is with $100 off which we charge for the removal and re installation of a new fan. Our warranty clearly states there is labor fees that apply and with the fan she had the warranty is only on the fan model she had currently, but because we upgraded the fan we have to charge the difference between the fans. We give every customer the option of the upgraded fan to begin with and if more power is needed then we have to charge, because there is truly no way to tell if a standard fan will be sufficient sometimes we have to install more that is why we offer it with every new installation.  The customer signed the warranty agreement and that does state every charge that could apply in different situations. I will not be able to refund any money because there was nothing we did incorrectly.

Thank you,

****** ******
SWAT Environmental
******** ** **********
************

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

* ****** 

I was told that this was under warranty.   The system did not work as it should and I ended up paying more money for a larger fan.   I paid for two fans.   The installer should have been aware that the smaller fan would take care of the size of the house it was installed in.   I am stuck with this system now.    I paid for two fans not one.   I am not satisfied but obviously there is nothing I can do about it.   I will not ever recommend this company.   On top of that I feel I was treated poorly by the person there.   Who told me to go ahead and report this situation to the BBB because she would be the one responding and what she said would determine the outcome.    This is just poor business, a poor way to treat anyone, especially a customer.

Business Response: The customer did not pay for two fans, she paid the difference between the large fan and small fan. If she would have just been someone calling in and buying a fan she would have to pay $495, if she would have bought the larger fan at installation originally we would have charged her $195 so we did not charge her anymore than the standard charge that she would have paid originally to begin with. The reason I stated there was nothing I could do about this is because I can't, we charged her for exactly what it says in the warranty she signed, which I have attached. I explained to her that she was not at risk of being flagged in our system as a high level/large property home which means our system would not indicate to us that she needs a larger fan it just so happens her house worked against our system and a larger fan was necessary. Are tech had no way of knowing the standard fan would not be sufficient because radon is not an exact science however we offer the upgraded fan to begin with giving the customer a choice. I find it wrong that we should get a BBB complaint over something that is our standard practice and something she agreed to when signing the warranty. I want this removed because this is not a fair complaint. Please call me to discuss.

Thank you,

****** ************** ** **********
SWAT Environmental
************

12/9/2013 Problems with Product/Service
12/8/2013 Problems with Product/Service
12/8/2013 Problems with Product/Service
10/29/2013 Problems with Product/Service | Complaint Details Unavailable
9/26/2013 Problems with Product/Service
9/9/2013 Advertising/Sales Issues
8/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: SWAT agreed in November, 2012, to install a completed RADON mitigation system and vapor barrier in the house I was to purchase. Tech sent to perform install was too fat to fit in the crawl space and declined to install the vapor barrier. The tech knocked $200 off the bill with the previous owner. Follow up RADON tests came back high. Subsequent tech said to correct high RADON levels the crawl space needed new vapor barrier. This cost me $1000! This is racketeering! Do not deal with SWAT or whatever name they are using now. 146+ complaints logged with the BBB should tell any potential customer to stay away from SWAT.

Desired Settlement: Refund the $1000

Business Response: When we initially came out to install the system we were told the crawl space square footage was 400 sq ft. We get out there and the tech was to large to fit so we agreed to send a smaller tech out to seal it. The old owners and realtor declined and said they were not going to worry about it because we found out the crawl space was actually 700 sq ft a big difference. So when we were called from the buyers and the levels came back a little high we discussed the crawl space needing done and gave him the following prices: $149.00 Service Fee, $151 for 2 additional collection points, and $1 per sq ft at 700 ft=$700.00. This is $1000 he paid for this service several months ago and we reduced that bill almost $450, there is nothing more we can do for him at this point. The $200 was not subtracted from the previous owners bill because it was an additional charge so when we didn't do it they just took it off the bill, but the price was still the same as the original cost. They did not receive any discounts and we cannot give any more off that was already done and resolved months ago. I have also noticed there are 2 test results we have and both are under 4.0 which is the safe zone for the EPA and all we guarantee.

Let me know if you have questions.

Thank you,

****** ******
SWAT Environmental
Director of Operations

8/1/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Radon mitigation system improperly installed. Radon mitigation system installed as per the seller/agent prior to closing. They chose SWAT based on price. Installed: 6/22/13 Tech: **** ****** Invoice #: ****** Amount paid: **** after**** discount Paid by sellers credit card Spoke with ***** who is the manager in the service department at SWAT Environmental on Monday, July 22, 2013. I explained to him that the plug was plugged into an outlet that controlled a light switch. Due to this unfortunate error, every time the light was turned off, the radon system went off which rendered it inoperable. He said that the tech had no way of knowing that the outlet was controlled by a light switch. Clearly the system was not checked out properly by the tech. They wanted to charge me a service fee to come out and re-route the wire. I refused on the bases that it was not installed properly. I then had the radon mitigation inspected by Buyers Protection Group on the same day 6/22/13. Below are the findings: ACTION ITEM Caulking and Sealing 1. SERVICE / REPAIR: Sealing not done according to ASTM standards. Air leakage noted at floor to wall joint in area of depressurization point. All floor to wall joints should be cleaned, caulked and sealed with a polyurthane sealant as required. 7.3.4 General Sealing Requirements: 7.3.4.1 Openings around the suction point piping penetrations of the slab, accessible openings around utility penetrations of the foundation walls and slab, and other openings in slabs cast over gas permeable soils or aggregates, that reduce the pressure field extension, and the effectiveness of soil depressurization systems, shall be sealed, using methods and materials that are permanent and durable. Electrical 2. SAFETY / HEALTH: Wiring for fan is not installed to ASTM standards. Wire run from box to fan is not adequately secured to framing. Wire required to be secured within 6 inches of junction box and six inches from penetration of band joist. Correct as required. 7.3.1.1 All components of radon mitigation systems designed and installed in compliance with provisions of this practice also shall be in compliance with the applicable mechanical, electrical, building, plumbing, energy and fire prevention codes, standards, and regulations of the local jurisdiction. 7.3.12.1 Wiring for all active radon mitigation systems shall conform to provisions of the "1999 National Electrical Code Handbook, Eighth Edition"10 and any additional local regulations. 3. SERVICE / REPAIR: Electrical circuit providing power to fan is not labeled in the panel box as required per ASTM standards. 7.5.5 The circuit breaker(s) controlling the circuits on which the radon fan and system failure warning devices operate shall be labeled using the word "Radon," Recommend correct as required. 4. SERVICE / REPAIR: Electrical wiring in basement not installed according to ASTM standards. Recommend correct as required. Power to fan is installed on a switched leg of power. This prevents operation of the fan if the lighting fixture in the basement is not being used. Power should be drawn from a non switched leg of power. 7.2.3 Radon mitigation system design is not limited to safety, radon reduction effectiveness, and compliance with building codes and regulations. Radon reduction system design also is concerned with installation costs, operating costs, energy usage, durability, reliability, maintainability, physical comfort for occupants, quietness for occupants and neighbors, as well as impact on interior and exterior building appearance. Vent pipe 5. SERVICE / REPAIR: Vent pipe installation on exterior does not meet ASTM E 2121 standards. Insufficient support of vertical portions of pipe. Recommend correct as required. 7.3.2.5 Supports for radon system piping should be installed at least every 6 ft (2 m) on horizontal runs.

Desired Settlement: I would like a certified technician to come here and make sure that this system is properly installed and operating as per the ASTM E 2121 standards. I certainly do not want to pay a service fee for this work. This potentially can become a health issue for my family if it is not addressed immediately.

Business Response: Our company has already addressed these issues on Thursday the 25th a technician went to the house at no charge to make any corrections that were needed. If there is any other questions or concerns please call me at 517-908-3269.

Thank you,

****** ******
SWAT Environmental
Director of Operations

7/31/2013 Guarantee/Warranty Issues | Complaint Details Unavailable
7/25/2013 Billing/Collection Issues | Complaint Details Unavailable
7/23/2013 Guarantee/Warranty Issues
7/18/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: No response from AQCA for needed additional radon remediation at my home since last service on 8/22/2012. Service efforts on 7/20/2012 and 8/22/2012 yielded radon results 3 and 4 times above the EPA limit of 4 pCi/L.I was not notified until November, 2012 that the previous owner of this house had not paid the original invoice for service on 7/20/2012. I resolved that situation and confirmed with AQCA collections department that payment in full had been booked by 11/26/2012.My email communications to AQCA following the last service call to my home on 8/22 have been on 9/19, 9/21, 9/26, 10/02, 11/26, 12/04 & 12/18/2012. My last phone conversation with AQCA Service Department was on 9/27/2012 when a follow-up service plan was promised within 3 days. There has been absolutely no response from AQCA either in writing or by phone since the 9/27 promise.

Desired Settlement: Performance of radon remediation service in my home to within EPA limits under the AQCA service agreement/warranty and as advertised on the AQCA web site specifying "100% success!"

Business Response: After carefully reviewing complaint ID ******* for *** ******* we have come to the conclusion that we can't do anything for him at this point due to the reasons we have stated before. The reason is because SWAT Environmental does not warrant the radon levels, only the fan on a system unless the entire system was installed by us originally. *** ******* came to us because his fan had stopped working, so that is what we fixed, but that does not include a warranty because it's just a component replacement not a complete installation. Not knowing who installed a system or how it was installed makes it difficult to know the efficiency of a system and if it was initially properly installed making it impossible for us to warrant something that is not ours.  If you need any more additional information or have any questions feel free to call me and I would be happy to help.

Thank you,

****** ******Collections Manager
SWAT Environmental
*************

Business Response: After carefully reviewing complaint ID ******* for *** ******* we have come to the conclusion that we can't do anything for him at this point due to the reasons we have stated before. The reason is because SWAT Environmental does not warrant the radon levels, only the fan on a system unless the entire system was installed by us originally. *** ******* came to us because his fan had stopped working, so that is what we fixed, but that does not include a warranty because it's just a component replacement not a complete installation. Not knowing who installed a system or how it was installed makes it difficult to know the efficiency of a system and if it was initially properly installed making it impossible for us to warrant something that is not ours.  If you need any more additional information or have any questions feel free to call me and I would be happy to help.

Thank you,

****** ******Collections Manager
SWAT Environmental
*************

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this extremely delayed proposed action would not now resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

Why has it taken over 6 months of conversing with *** ****** after filing my complaint to get a proposal that appears to address my complaint?  My complaint was only filed after I was being totally ignored by AQCA for four months during which time I was calling and emailing them trying to get some response and none came.  That is why I filed my complaint.  Add up the times and you will see why I have become so extremely frustrated in trying to deal with AQCA and *** ******.

Because of that frustration and the intransigence of AQCA and *** ****** for four months after filing my complaint, I had contacted a couple of other radon remediation companies in April which I reported in my response dated 4/24/2013.  *** ****** responded on 5/28/2013 saying, "Unfortunately there's nothing more I can do. If the customer wants us to service him we will for a service fee, but there is nothing more I can do."  AQCA had just closed the door to any resolution with them!  At that point, after almost 6 months dealing with *** ******, I concluded that my only option was to immediately go with another remediation company that would guarantee resolution of the radon issues in my home.  

Within 24 hours of recontacting ******* ************* in Louisville, Kentucky, they came to my home free of charge and evaluated my current radon situation.  Within another 24 hours, they had communicated a diagnostic plan and tentative remediation actions to address the possible outcomes of the diagnostics.  This was all I was asking of AQCA!  I then scheduled ******* ************* to perform the diagnostics the following Monday, 6/03/2013.  I am very pleased with the response and actions of this new company and can quickly see a light at the end of the tunnel for remediation of the radon issues in my home.

Why would I want to continue pouring salt into my wounds created from trying to work with AQCA and *** ******?  The 5/28/2013 response from *** ****** is why I responded that my complaint was unresolved and closed...she had slammed the door shut!  Now she has subsequently attempted to circumvent the BBB complaint system, attempted to put the onus on me saying I was not working with her and has recanted on her 5/28/2013 declaration!  It is entirely AQCA and *** ******'s fault that this BBB Complaint #******* is UNRESOLVED and CLOSED.

I reiterate that AQCA should not be allowed to characterize their dealing with me and the BBB complaint process in any way other than Complaint #******* being closed as unresolved!  Enough is enough!  I will not devote any more time to responding to AQCA and *** ****** because my complaint with them is unresolved and closed!

Regards,

*** *******

 

 

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this extremely delayed proposed action would not now resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

Why has it taken over 6 months of conversing with *** ****** after filing my complaint to get a proposal that appears to address my complaint?  My complaint was only filed after I was being totally ignored by AQCA for four months during which time I was calling and emailing them trying to get some response and none came.  That is why I filed my complaint.  Add up the times and you will see why I have become so extremely frustrated in trying to deal with AQCA and *** ******.

Because of that frustration and the intransigence of AQCA and *** ****** for four months after filing my complaint, I had contacted a couple of other radon remediation companies in April which I reported in my response dated 4/24/2013.  *** ****** responded on 5/28/2013 saying, "Unfortunately there's nothing more I can do. If the customer wants us to service him we will for a service fee, but there is nothing more I can do."  AQCA had just closed the door to any resolution with them!  At that point, after almost 6 months dealing with *** ******, I concluded that my only option was to immediately go with another remediation company that would guarantee resolution of the radon issues in my home.  

Within 24 hours of recontacting ******* ************* in Louisville, Kentucky, they came to my home free of charge and evaluated my current radon situation.  Within another 24 hours, they had communicated a diagnostic plan and tentative remediation actions to address the possible outcomes of the diagnostics.  This was all I was asking of AQCA!  I then scheduled ******* ************* to perform the diagnostics the following Monday, 6/03/2013.  I am very pleased with the response and actions of this new company and can quickly see a light at the end of the tunnel for remediation of the radon issues in my home.

Why would I want to continue pouring salt into my wounds created from trying to work with AQCA and *** ******?  The 5/28/2013 response from *** ****** is why I responded that my complaint was unresolved and closed...she had slammed the door shut!  Now she has subsequently attempted to circumvent the BBB complaint system, attempted to put the onus on me saying I was not working with her and has recanted on her 5/28/2013 declaration!  It is entirely AQCA and *** ******'s fault that this BBB Complaint #******* is UNRESOLVED and CLOSED.

I reiterate that AQCA should not be allowed to characterize their dealing with me and the BBB complaint process in any way other than Complaint #******* being closed as unresolved!  Enough is enough!  I will not devote any more time to responding to AQCA and *** ****** because my complaint with them is unresolved and closed!

Regards,

*** *******

 

 

Business Response: At this point there is nothing more I can offer than what I already have. We will service this house for our service fee of $149 referenced in our warranty. If he would like to proceed, please feel free to call and discuss.

Thank you,

****** ******
SWAT Environmental
Director of Operations
************

Business Response: At this point there is nothing more I can offer than what I already have. We will service this house for our service fee of $149 referenced in our warranty. If he would like to proceed, please feel free to call and discuss.

Thank you,

****** ******
SWAT Environmental
Director of Operations
************

6/30/2013 Problems with Product/Service
6/18/2013 Problems with Product/Service | Complaint Details Unavailable
6/16/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: SWAT came out and installed a radon removal system on 11/20/12. Fan portion made loud noise for several months before it died on 3/15/13. I was told it would cost $175 in service fees to replace fan (under warranty). Or I could remove fan and mail for a replacement, which would void warranty. I expressed my frustration with my options considering a $1000 setup was failing after 4 months in service. They claim they don't make the fan and I'm lucky they are warrantying that!!? After several discussions they informed me I could remove the fan (without voiding warranty) and mail to them (at my cost) for a replacement. I wasn't happy, but I agreed since it really was my only cost friendly option. Upon removing of the fan I noticed the installer left corrugate tubing in the duct work which was sucking into the fan causing the noise and most probably causing the fan to die due to overexertion (tubing was shredded after I removed it). I called again and asked that they come out free of charge because of installer error. They refused. I sent the fan in and reinstalled the new one upon arrival. I would like them to know if they did the right thing, and "actually" warrantied their work, I would not be filing a complaint with the BBB.

Desired Settlement: 1) I would like my $15 shipping refunded. 2) I would like to be compensated the $175 service fee for my time/effort to uninstall and reinstall the fan that died due to SWAT's improper installation.orI would like them to come out to my house and verify that I properly installed the new fan, I am not a licensed electrician. And verify that additional corrugate tubing doesn't exist in the duct work.

Business Response: We have reviewed this complaint and unfortunately there is nothing we can do. The customer needs to refer to his warranty because we would have replaced his fan for him, but we do charge for labor which is stated before the system is installed on there proposal's and on the warranty. He chose to not have us come out and do it himself and that is not something we will pay him for.  If you have any questions or concerns feel free to call my office.

Thanks,

****** ******Director of Operations
SWAT Environmental
************

Consumer Response:

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

Hi ******,

I called several times (3) and expressed my frustrations with this whole incident....spending $1000 and having a system fail.  You would not come out and fix the fan that broke after 3 months (because a piece of corrugate tubing was left in the duct work by one of your installers, I have a picture if you would like?).  The corrugate tubing was being sucked into the fan and caused it to make a loud grinding noise and burn out quickly due to the extra strain on the motor....this would fall under "improper installation" and should be warrantied (labor and fan) for the work to come out and fix the issue that was not my fault or the fans.  I feel that this is not how businesses should conduct themselves, hence me filing with the BBB.  If you would like to discuss this by phone, please call me on my cell, **********.  Also, if you read my original complaint I gave you two options.  1- Pay me for the work or 2- reimburse me for the shipping of the fan and come out and inspect the system to make sure nothing else was installed incorrectly.  I figured you would not pay me for the work (this was obvious)....but I did think you would do the right thing as a business and make sure the system was installed correctly since it obviously had some installation issues.  Again, please give me a buzz, I'm happy to discuss the situation further if necessary.

Regards,

**** ******

 

 

Business Response: If you would like to discuss this with me call ************ my direct line. If we would have come out and found the problem was because of us I would have no problem saying it was workmanship, but due to the fact you installed the fan yourself we have no solid proof it was our fault. I have to follow our policy and we have done that. The fan you received was sent to you at no charge which means we had to pay the shipping cost too and that is not something we asked you to pay.  There is really nothing I can do for you because the issue has been resolved. If for some reason we have to come back out for any reason I can guarantee you will not be charged, but as of right now that's all I can offer.

Thank you,

****** ******Director of Operations
SWAT Environmental

5/28/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: SWAT Environmental installed a Radon Mitigation unit in our house just before we moved in, as per our contract with the previous owners. While they were there they needed to install a new sump pump as well because the old one could not be sealed. All seemed to go according to plan. During the Spring thaw and rains this year I noticed that water was coming up through the slab in our basement. As the rain continued, more and more water came through, flooding my newly painted floor and new carpet. I called in a basement specialists who checked the sump pump and told me it had been installed incorrectly. It was set too high and was never going to be able to pump out the water from my home. I called SWAT Environmental and told them what was going on. They replied that this was a homeowner issue and put me off. I called again and spoke to a manager, ****** who began quoting the warranty and contract to me and said that in no way were they responsible for any damage. I told him that this was not a maintenance issue on my part, but that the system had been installed incorrectly by them. He very much doubted me and told me it would cost me $150.00 to send someone out to look at the system. My husband finally got on the phone and spoke to another man who finally made an appointment for a week later. I told him that it was an emergency, and my basement was filling with water, and he replied they could not get there sooner. After the weekend and a day of more rain and more water in my basement, I finally called my own plumber who came out and took a look. He confirmed that it was installed incorrectly and reset it for me. The pump ran for 2 hours and pumped all the water away from my basement. I called SWAT and spoke to ****** asking for some sort of settlement. He replied they were not responsible and would not pay for my plumber. He told me they were GOING to send someone out. I asked him how long I was suppose to wait for maintenance with my basement continuing to flood.

Desired Settlement: I am asking that SWAT pay for my plumber to come out and reset the sump pump, totaling $184.27. I am also asking that they repair the damage in my basement. I understand they are not responsible for damage done through a MAINTENANCE issue, but this was clearly negligence on their part. I have documentation of and improperly set sump pump by two sources.

Business Response: I have reviewed this complaint and unfortunately there is nothing we can do to compensate her. We had an appointment scheduled for 5/2/2013 and she called a plumber before we came out to the scheduled appointment without any prior notification to our company. Therefore because she decided to go a different route without notifying us prior we are not responsible for this bill and we will not be paying for something that was her decision when we were scheduled to fix it ourselves at no charge to the customer. Don't hesitate to call me with any questions, but please have this complaint closed.

Thank you,

****** ******SWAT Environmental
Director of Operations
************

Business Response: I am working with the customer to resolve this. We will update soon.

Thanks,

****** ******SWAT Environmental

Consumer Response: Please closed as  resolved consumer **** **** called.

4/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I hired Air Quality Control (SWAT) to install a Radon mitigation system. The contract stated that I would have a "Lifetime Warranty on the workmanship and system durability" I assume that the "workmanship" clause would include their ability to do the work without damaging my home. The installer came on February 20th to begin installation. He needed to drill a hole in the wall between the basement and garage. The installer did not seem knowledgeable enough to do the work. He had to ask my son for tools that he did not have with him, and he became very flustered when he made a mistake. He drilled the hole before determining whether or not there were electric wires, gas lines, or water lines in the area. He cut the electric wires, causing damage to my electric system. I had to call an electrician in to repair the damage. It cost me $616 to restore power to the affected area. SWAT claims that the installer could not know that there were wires there. My electrician told me that was not true. All he needed to do was use a tester or remove insulation before drilling. He said that Installers should always check for these things before drilling. My son witnessed the installer use a device after the fact to determine that there were wires there. SWAT refuses to accept responsibility for the damage done. I expected to be able to talk to someone on the phone about this issue, but no one has ever called. They chose to resolve this by sending me an email stating, "Unfortunately we will not be able to cover the invoice from the electric work done on the property. Because the technician could not have known the wires were in that location, the case would not classify as an installer error. We would still like to install the radon mitigation system for the home, please contact me to reserve an appointment." Needless to say, I don't feel comfortable allowing them to do any more work on my home for fear they will cause more damage. Product_Or_Service: Radon Mitigation System

Desired Settlement: DesiredSettlementID: Refund I would like them to pay for the electrician's work. I believe I deserve the courtesy of a phone call from a person qualified to make a decision about the resolution of this matter. ***** *********** Customer Service Representative, SWAT Environmental, ************** is the one I have spoken with on the phone, and he has sent the email. He claimes he is not authorized to make the decision, so I assume his superior is instructing him to tell me they will not accept

Business Response: We have reviewed the complaint and reached out to the customer. We offered to install the system for her and only charge $200 to cover labor that way a majority of the bill is paid for. She informed me that her son is currently putting a system in the home and so that would not be a possible settlement. Due to this information the other resolution we can offered her would be to refund her half of the electricity bill and offered to fully inspect the system her son puts in at no charge that way we can make sure it's operating correctly considering a professional is not doing the job. We feel this resolution is fair and would hope this will close the BBB complaint. Feel free to call me with any questions or concerns.

Thank you,

****** ******SWAT Environmental
************

Consumer Response:

The only call that I received from SWAT was from ****** a couple of weeks ago. She left a message on my answering machine, and I returned her call and discussed the issue. It was after that when I received your first notice that they had responded to you. That is the message that I rejected.  I was in the hospital for a couple of days, but there was no message on my answering machine when I came home. I have been recuperating at home, and haven't left the house in over a week, so didn't miss any calls since the 13th of April.

I am willing to accept a cash reimbursement, but my son doesn't want them to come in and inspect the system he put in. I will try to contact them by phone to work things out with them.

Regards,

****** * ********

 

Business Response: We have reached out to the customer and offered to pay half of the bill and consider everything closed. We will not come out to their home to inspect system per the customers request. I would like this complaint to be closed and the customer to accept this resolution as well.

Thanks,

****** ******
Director of Operations
**** *************

4/16/2013 Problems with Product/Service
4/11/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Found radon levels in my basement above the legal limit so hired SWAT Environmental to install a radon abatement system. You will see their advertisements all over the internet. I have a health care background and am very familiar with the dangers of radon and the importance of abatement, when indicated. I have also had systems installed in two other houses (different companies), with excellent results. Here is a summary of my interactions with SWAT Environmental:1. Quote on 10/15/12 for a radon abatement system that . . .will bring radon levels to below 0 pCi/1.2. System installed 10/31/12 at a cost of $925. 3. Follow up test (x2) revealed that the system did not affect radon levels at all. After several calls to SWAT service department I was told that I need to pay more for a better system, including a bigger fan and possibly a second collection point. 4. Several telephone communications to the companys service department made it obvious that SWAT was not honoring the explicit guarantee that the system they were quoting would reduce the radon level to 0 pCi/1. The system installed did not even get the radon level to the legally acceptable limit. But I relented and paid another $195 for a bigger fan. 5. The fan was installed on 1/5/13. The payment of $195 was made at time of service, as the company demanded.6. The third post mitigation test on 2/6/13 revealed the radon level was 4.8 pCi/1, still above the legal limit. 7. Several phone calls and emails since February with little to no response. Last communication from service department was that they would get back to me with a plan of action. That was over a month ago. So after a month of no response I had no other choice but to report this company to the BBB so that other consumers can make an informed decision when choosing a radon abatement company.

Desired Settlement: Either modify the current system so that it performs as guranteed (and to reduce the radon to legally acceptable limits) or remove the system and refund my money and I will hire a different radon abatement company.

Business Response: We have reviewed this complaint and we will be reaching out to the customer to set up a service visit at no additional cost to him. We feel that this should resolve the complaint filed with the BBB.

Thank you,

****** ******SWAT Environmental
Director
************

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

*** ******

 

 

4/7/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: A mitigation system was installed at my house on November 16, 2012 and a Radon test kit was left to test the radon system. My home radon levels did not change at all. They're the same. I contacted them numerous times after that they sent me two more Radon test kits, but even after testing the Radon levels 3 times now, the Radon levels are 69.4 at my house. I have two kids 5 and 7 who like to play in the basement and I am extremely disappointed at Swat Environmental's Service. On contacting their supervisor ****** she is suggesting that they need an additional 344dollars to come out again and fix the problem but with no warranties or 540dollars with a warranty. If they could not fix the problem with the initial 680dollars which they promised would fix the problem then they should refund my amount. I do not trust them anymore b/c they did not fix the problem the first time, I am not ready to spend a penny more as I paid them what they asked but my problem (Radon levels)did not get fixed.

Desired Settlement: Refund or fixing of the Radon problem at no extra cost to me.

Business Response: Our firm has reviewed this complaint and we do understand the customers concerns however we can't make an acception on our policies. We sold her a standard system for $589.00 which was a special because we never charge that low for an installation. With the fan she had purchased there is no way for us to guarantee levels under 4.0 pCi/l. I have attached the original proposal where we offered the upgraded fan and other options, but the customer chose just to get the standard fan. Our warranty is on the fan she currently has and if further modifications are necessary to reduce her levels we have to charge for this.  You will also notice on the original proposal (See highlighted section) it says if further modifications are needed we charge for materials and labor which is just standard fees that we have to charge. I have also included what we are willing to offer her which is what I sent her previously. The only way we can guarantee 4.0 or lower is if she gets the upgrades we suggested and pays additional for this warranty guarantee because otherwise we will be required to always service her for free if something goes wrong and with levels that high were taking a huge risk with that guarantee, but are confident with the modifications we suggested her levels will get down to where she wants them and where there safe. I would like the customer to call us and give us her decision on what she would like to have done. A refund will not be acceptable because we are doing are best to get this resolved although both parties have to be reasonable and the customer must agree to the necessary modifications that we need to do in order for her system to work efficiently.  Please feel free to call me with any questions or concerns.

Thank you,

****** ******SWAT Environmental
*********** ******* ************

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:

I had informed Swat Environmental about my high Radon level initially before they gave me a proposal for a Mitigation System for my home, it does not make sense, if they knew that a promotional price of $580 would not fix Radon levels at my home, then what were they trying to do? I received proposals from 5 Radon Mitigation companies for around 700 to fix my home Radon levels with a warranty (guaranteed). But I choose Swat Environmental because they gave the best price, I did not realize that this was just a trap to trap us and keep taking more and more money from us. We were never given any options of additional upgrades to any better system, they are giving us options now, after so many months, this is what I object to, they should have not kept us in the dark initially. I am attaching the proposal they gave us.  I would have no problem in paying any amount initially if they had given me one quote and fixed the problem the first time.

]

Regards,

******* *******

 

Business Response: We stand firm behind our decision. There is no way we can continue to take all the risk when the customer is not willing to pay anything at all. With all the work that needs to be done there is no way we can do it for free. The only option we can offer is to reduce the cost by a $100 making the total for an upgraded fan, additional suction point (2nd tap), and a 3.9 warranty $444.  If you look at the proposals sent to her you will clearly see the upgrade options listed directly under her price so she was aware of her options. If they did not see those options we apologize, but I spoke to the technician and he told her that an upgraded fan would be needed and they still did not purchase this. If they are willing to accept the $444 price then we will be happy to resolve this right away, but other than that we can't do anything else and I will consider this complaint close.

Thank you,

****** ******
SWAT Environmental
*********** ******* ************

4/5/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: In January I called several companies for a quote on a radon mitigation system for our new home. All companies offered and advertised FREE quotes. I called SWAT ENVIRONMENTAL for a quote. Two months later I have been getting phone calls and emails containing an invoice for $195.00 as a cancellation fee. I did not schedule any service simply called for a price. I have had several phone calls and emails. In March I went round and round with this company on the phone and was assured it was just a misunderstanding. Much to my surprise at 2200 hrs on 04/01/13 received another email with an invoice attached for again $195.00. They advertise free quotes so why is it that they want to charge me $195.00? I called 6 different companies, every one of those companies asked exactly the same questions however I haven't had problems with the rest of them. What is a person to do? No appointment scheduled so it is impossible to cancel

Desired Settlement: No further contact from this company. I will not pay any money because I didn't receive any service from them. I did not schedule an appointment with them so did not cancel with them. In addition, theysshould NOT advertise free quotes if they are going to try to charge $195.00 for the quote.

Business Response: I have never received a call from this customer about a cancellation fee. We do offer free estimates over the phone and don't set up appointments unless told to and scheduled with the customer. We were not given 24 hour notice from ***** when cancelling an appointment she did set up. Our company however is willing to waive the cancel fee if she is willing to retract the BBB complaint because it should have came to me to begin with. Please let me know what you decide and feel free to give me a call with any questions.

Thank you,

****** ******
Director
SWAT Environmental
************

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

***** *****

 

 

4/4/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: When we purchased our house, SWAT Environmental installed a radon mitigation system. About 5 months later we had a leak in the ceiling causing damage. We called them and they stated that they would come out to look at it, but if it was not their fault, they would charge $149 for a service call. I decided to go into the attic to look into the issue since I did not want to pay the fee if it was not their fault. What I found was that there was already a vent pipe in the ceiling for a radon system from when the house was built in 2008. The pipe had filled with water and frozen and burst. My wife called them again to describe the issue as we saw it in detail. We clearly told them that the issue was not the pipe they installed, but a pipe that was installed when the house was originally built. She explained that she thought the SWAT installer should have identified this pipe which was only a couple feet away from where he put a new hole in our roof. The person she talked to at SWAT Environmental told her that he agreed that it sounded like their issue and they should have identified the existing pipe to use. It was only then that we agreed to have them come out to look into the issue. When the service tech looked into it, it was exactly as we described to them on the phone when they said it sounded like their issue, but he now said it was not their issue. I received a bill for $149. I feel like we were told it didn't sound like their issue so they could come out and then charge us for a service call. We were very clear about the issue because this is exactly what I was trying to avoid. I have sent in the payment to avoid it going into collection and damaging my credit score, but I believe I am due a full refund.

Desired Settlement: I would like my $149 payment refunded.

Business Response: Our firm has reviewed this account however there is not anything we can do to compensate the customer. We were clear about the cost to send a tech out to the house that there would be a charge if the issue was not caused by our technician. We offered to fix the issue even though it was not cause by our company for a low price of $349. They did not want to accept this, but we have to charge this to cover the tech's time. If this was something caused by us there would not have been a charge, but we are not liable to cover another companies mistakes or workmanship. Our original offer still stands and we would be willing to fix the issue for $349.00 because it's not our error, but there is no refund we can give and the $149.00 will still be due.

Thank you,

****** ******
SWAT Environmental
*********** ******* ************

3/31/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: We just recently purchased our home that had a radon mitigation unit from this company. The unit at the time of the dispute was only 90 days old. The exterior PVC pipe that runs exhaust up to the roof for the mitigation unit had become separated at the collar. After calling service I was informed that there may be a charge $150 unless the workmanship of the installation was the issue. When the repair tech came out he had to tighten all of the clasps around the collar as all had come loose. This includes the segment that had not come loose. He turned each clamp multiple times showing that they were loose. Seeing as the unit was only 90 days old and all of the clasps were loose it appears to me that the company had a workmanship issue and needed to stand by there promise to resolve the problem without charge. However upon my discussion with the service manager he informed me (after many calls and many days of waiting) that the company could not afford to send service technicians out for free and that there was no evidence that it was the fault of workmanship. I asked him if it was normal to have a unit come apart in only the first 90 days and he informed me the duration of 90 days was irrelevant. I told him I felt as the company was not standing behind their work. After much more discussion and another call back (as he told me he would check with the "master technician" and get back with me the next day but did not) he told me the same story. After another long call he said he would reduce the charge by 50%. I don't agree as clearly workmanship is the issue and their unwillingness to back their work, despite many of the area realtors recommending them, is out of bounds.

Desired Settlement: I would like them to stand by their promise to not charge me and stand behind their work. Clearly their product or workmanship is an issue if the unit can't survive the first winter without coming apart and the fact that the technician could tighten all of the clamps (since only 2 were in the affected area).

Business Response: Our firm has reviewed this complaint and with the issues at hand there is nothing we can really offer. Weather damage, wind, storms, etc can sometimes cause damage to our systems, but our warranty clearly states we don't cover anything like this if it does because this is out of our control. The fact that it lasted over 90 days proves it's not a workmanship issue because there's no way it would have lasted as long as it did if we did do something wrong. The service fee charged covers the service visit which again is stated in our warranty. We don't want the customer being upset with us, but there is nothing I can do because it will go against our policies. Don't hesitate to call me with questions or concerns.

Thank you,

****** ******
SWAT Environmental
*********** *******
************

3/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: AQCA responded very quickly to my quotation request for a radon mitigation system. The tech that arrived installed a system that reduced levels according to my measurements. Unfortunately, I needed to supervise the tech after he drilled through a wall, missed his target and into my toolbox. He did a satisfactory job thereafter until I inspected his wiring in the attic. He did not pull permits and the wiring was kluged with three small jumpers of Romex and extension cord tied together. I was extremely frustrated but allowed him to leave deciding to fix this myself. Six months later while on the roof, I noticed that the rubber seal around the vent pipe was not installed properly. It is not lapped properly and will leak under the shingles. I then decided to contact the company. I provided pictures of the substandard work via email but received no response. I called three times, each time speaking with an eager salesman who assured me that the supervisor would get back to me. That has been two months yet I have never been contacted back.AQCA is unprofessional and does poor quality work.

Desired Settlement: I would like AQCA to refund my purchase since I had to spend two hours repairing the shoddy electrical work and will need to spend another half-day repairing the roof seal. I would also like an apology for the lack of a return call.I am concerned about the fan that was installed as I've now noticed that it is not UL listed. This worries me as a potential fire hazard. I would like this fan to be replaced with a recognized radon fan.

Business Response: Our Firm has contacted and actively working with *** **** in efforts to find a resolution. I have brought the customers concerns to the attention of our senior technician and Vice president of the company for further review. If you have any additional questions or concerns I will be more than happy to assist you,  I can be contacted with  the information provided below. 


*** ******
SWAT Environmental 
Service Department Operations
**************


Business Response: Our firm has agreed to refund $628.00 to the customer to cover damages and allow him to keep the system in his home. Once the dispute is dropped we will refund immediately, but this will void the warranty he has on our system to which the customer agreed to. I would hope that this resolves the complaint with the BBB. Please feel free to call me with any questions or concerns.

Thank you,

Ashley Dodson
SWAT Environmental
Collections Manager
517-908-3269

Consumer Response:

*** *******.  Thank you for your help in this process.  Unfortunately the business completely ignored my original communications and even the BBB complaint for months.  It wasn't until American Express was able to threaten to take away real money that I ever got a call.  Thank you to BBB for the communication conduit.

After many painful exchanges that the irrational firm finally capitulated and agreed to refund $628 of the $828 bill.  Any respectable business would have apologized up and down and refunded the entire amount, but this was the best I could expect from this firm who I'm convinced is of the lowest possible integrity.

I accept this a resolution to my dispute.  I hope that you will post the full transcript (redacted of the personal names on both sides please).  It's important that consumers learn about this firm's behavior.  I wish I had known...  It would have saved me a lot of time and money, and that is real value that BBB can create for others.

thanks again,
*****
 

On 2/18/2013 08:45, ***** ** **** wrote: 

Hi, Rebecca.  As I mentioned in my voice mail, I didn't realize there was a 5-day goal for responses.  I apologize for that.  Please see my desired response below in bolder font.  Could you reopen this complaint and update it accordingly please?

I think this is an important case for consumers to be aware of.

Thank you,

*****



-------- Original Message --------  

Subject:  

Re: You have a new message from the BBB complaint #*******. 

Date:  

Sat, 16 Feb 2013 15:43:28 -0500 

From:  

Scott R. Hotz <*****************

To:  

 



I logged in to respond to this complaint today and found that BBB had closed it.  This is not acceptable.  As you can see, the firm's information is inaccurate and they have not offered to resolve anything.  They have only threatened collections.

Please confirm receipt by email.

*****

Here is what I'd like to add: 

Based on*** ******** response I can only assume that she has not been shown the three detailed email communications that I provided describing the problem with the radon system.  

I first contacted the company on September 29th via email including a detailed description of the problems I found along with pictures of the problems.  The problems described were not with radon level reduction, but with unsafe wiring and a failed roof penetration that was leaking into my attic.  These problems are covered under materials (sealant) and workmanship (flange installation and wiring).  They are not compromises.  

Receiving no response, I sent a follow-up email on October 6th.  A few days later, I called to inquire why I hadn’t yet received a response.  The sales person confirmed receipt of the emails and pictures and assured me that the service manager would contact me by phone.  He never did.  I called twice more and each time was assured that the service manager would call.  He never did.  I repaired the problems myself incurring significant expense for materials and labor.  

On December 3rd I initiated this complaint with the BBB.  I also sent an email to the firm’s owner, *** ****, expecting that he might want to follow up on the lack of responsiveness personally.  He never did.  

On April 3rd, it got worse.  I found the system making a gurgling noise.  I then discovered that the installer had unintentionally designed a water trap into the system.  During installation, I asked about the open pipe to the sky and the technician explained that the water would simply drain to the sump.  Clearly he did not intend this trap, because it prevents draining to the sump.  The trap prevents water into the sump and instead collects it.  After eight months, it had collected enough water that the pipe was full and air could no longer flow.  At this point, the radon mitigation was no longer functional.  Having received no response from three emails, three phone calls and four months after submitting the BBB complaint with no response, my only recourse was to contact American Express and dispute the charge.  By not contacting me after repeated attempts to request warranty service, the firm had clearly breached our contract.  Note that during all of my requests for service, the contract was fully paid and thus the statement that service was not owed is not correct.  

I hope that *** ****** will review these email communications and respond accordingly.  I will be happy to provide them if she can’t locate them.  




 

 

 

3/12/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: SWAT Told me for $900 they would get my radon to save levels.The levels are still way above safe.When I tried to get them to come back they said it will cost more.And I also have to make repeated contacts with them because they do not follow up.I told them I like to have something in writing so they said they would send me emails right away.Still no emails.I feel like I am really getting the run around here.

Desired Settlement: I like to have safe levels of radon in my house as they said they could do that for me.I could not understand how they were going to do that but was told they could for the price they gave me.

Business Response: Our firm has looked over ******* ********* information about his account and the only thing he was charged for was $149.00,  which is the cost for the upgrade even before we install a system, there is no up charge at all we just gave him the standard price for an additional tap. We offer everyone upgrade options on our proposals before a customer even has an appointment and those include an upgraded Fan, a hidden option installation through garage attic, color matching the pipe, a UV installation, and a 2nd tap or additional suction point. All of these options are listed on our proposals for an additional cost in order for the customer to decide whether or not they want to purchase them, but we did not charge him any additional fees we only charge for the additional option for reducing his levels. If you have any additional questions please feel free to call me.

Thank you,

****** ******SWAT Environmental
*********** ******* ************

Consumer Response:

Ms.******, 

   I did talk to ****** and she was very nice in how she assured me that I could call her anytime.In fact the person who sold me system and installer was very nice,and also assured me that their system will reduce my home to safe levels for the $900.There were numerous times when I asked them if this is going to work because I was concern about the high levels they assured me it will.And the installer assured me if it didn't they would come back and make it right.No mention about an upgrade to do this.I understand about upgrades such as upgrading the fan which I took advantage of and hidden option through the attic,color matching the pipe,a UV Installation which I did not take advantage of.But they did not mention a 2nd tap option upgrade.I  do not know if there is a 3rd,4th,or 5th tap option upgrade. 

  I almost agreed with ****** I would close the complaint,and I have no problem with that if I have the option to be able to reopen.I like to believe they will take care of me,but how many so called upgrades will I need.If the $149 charge, I would not have a problem with that.But the fact is my radon levels are still high.I paid the $900 to get my radon to safe levels and it is not safe yet.I'm afraid they are going to come with some kind of excuse about my house but it is their job to inspect the house so I would have the proper installation done or at least warn me it might not work.How do I know what is proper and according to PA law they should have inspected my house before installation.  

  I did make a mistake at 1st not having this in writing before they started but I did trust them just like ****** is asking me to trust her that I will be taken care of in the future.Which she does sound believable. 

  I would love to get this resolved also and would have preferred not to do this through BBB but I was left with no other option.So if you say I can reopen after I close that would be fine with me.But I can not keep paying for upgrades.Please let know before you actually would close the case. 

 

Thank you 

******* ******* ** **************

 

    

Business Response: In response to ******* ******* ** letter we have no problem agreeing to this. If what we do does not work and your levels are not brought under what is safe we are fine with you re-opening the BBB complaint because we want you to feel comfortable knowing we will take care of any issues you have. Feel free to call me with any questions or concerns you might have.

Thank you,

****** ******
SWAT Environmental
*********** ******* ************

3/7/2013 Problems with Product/Service
3/3/2013 Guarantee/Warranty Issues
2/28/2013 Problems with Product/Service
2/27/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I called this company to come repair and make adjustments to the radon mitigation system that was just installed by them April 2012. The pre installation level was 9.6 and the post test was 10.6. I was told they would guarantee my level be below 3.9 and that I just needed an additional pipe and larger fan. After they charged me more money, I came home to a system that was leaking and not sealed properly. I called to inform them and ask that they come back to finish the job corretly and was told they would mail me CULK and I could finish the job by myself.

Desired Settlement: I want a functional SAFE radon removal system. It appears this company is a scam!

Business Response: As of 12/6/2012 our firm was schedule to perform a service visit to the residence of ** ***** during our service visit our technician installed a larger fan unit and took out additional materials from the foundation of the home, At the time of the service our technician left the customer a follow up test kit. As of 2/6/2013 We do not have a follow up test result on file after the services were performed.We hope to consider this complaint resolved since the service visit was completed and was scheduled after the complaint was filed. Please feel free to contact me directly here at the service department with any additional questions or concerns, I will be more than happy to assist you. 


Joe Daniel 
SWAT Environmental 
Service department Operations 
###-###-####

Business Response: We have reviewed the rejection from **** ***** and unfortunately there is nothing further we can do. **** ***** gave us a fake phone number which was why we couldn't reach her, and she gave us a fake credit card which is fraudulent. We have explained to **** ***** that caulking is not covered under her warranty and that is why we supplied her with caulk if she needed it in the future. The last time I spoke to **** ***** I informed her of everything that had happened and what could happen if the bill was not taken care of. We supplied her with an upgraded fan that cost all of our new customers $195.00 and $495 if out of warranty. I believe there is no reason **** ***** should not have to pay for something that every one of our customers have to and it's a charge we state on all of our warranties, proposals, and when talking on the phone. The last time I spoke to the customer she hung up on me when I was trying to work out some sort of an agreement and so at this point we find her not willing to discuss options with us. **** ***** was already placed in collections with Winthorpe and associates so we can no longer discuss the billing with her she will have to discuss it with them. Thank you for your time and please don't hesitate to call me with any additional questions or concerns.

Thank you,

****** ******Collections Manager
SWAT Environmental
###-###-####

Consumer Response:

 

I did not give a fake phone number, if that was true, then how did the company reach me?  I used a valid credit card as well.  After the disfunctional installation, I was advised by the state and attorney to dispute the charges and my bank cancelled that credit card.

 

I had to hire a 3rd party to come to investigate the problem and was told there was NO need for a larger fan.  The other company got to the bottom of why the system was not working and addressed the problem.  They were appalled at the way the "installation" was done and the customer service representative telling me to finish the job.  I have doucmentation and pictures of the work.

This company took over $1100 and the system did not work properly.  They didn't investigate why it didn't work and the "fix" was not correct let alone not installed properly.

When they called to demand payment, I explained that I tried to call them mulitple times and was told they wouldn't even send anyone out to look at it let alone fix the problem.

 

****** *****

 

 

 

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID ******** and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

 

2/20/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In September of 2012 SWAT Environmental installed a radon mitigation system in my house for fixed price which included all fees and required permits. In late September (a couple weeks after the system was installed) I received a code violation notice from the city of Minneapolis. The required Mechanical permit had not been paid for. I notified SWAT and they told me they would get any needed permits. I received a second code violation notice from the City in early October. After several more conversations with SWAT they again told it would be taken care of- but only if I paid the full balance because they considered it a "warranty" issue that could not be addressed unless I paid in full. I reluctantly paid SWAT the total $1244 in October 2012 with an assurance from SWAT that the permit issue would be taken of. I made several follow-up calls to SWAT in late October and early November again with assurances that it would be taken care of. In late October I received a voicemail from SWAT in which they stated a permit was not required.In late December 2012 I received another code violation letter from the city stating "legal action will be taken". I spoke with the Minneapolis Code Violations officer 3 times. She stated SWAT is not a licensed mechanical contractor in the city of Minneapolis. Therefore SWAT cannot get permits for work in the city. She also confirmed a permit is required. Therefore the only way to get a permit is for me to take out a homeowner permit (in person) and setup an inspection.The original permit was less than $100. Now fines have been added and the total is $220.I made several more phone calls to SWAT and was repeatedly told someone was looking into it and would call me back. No one ever called back. In my last phone conversation with SWAT in late December I asked the service rep to reimburse me $500 for the permit and all the extra work I have done/will need to do to resolve the issue. His response was "I can ask, but I'll tell you there is no way you're getting a $500 refund" I asked him about the $220 out my pocket (which they should have paid per the contract ) He told me "I don't know".

Desired Settlement: I think a reimbursement of the entire amount $1244 is warranted given they are not licensed to work in the city of Minneapolis, the fact that they broke their contract, and I now need to pay $220 extra and deal with buying a permit in person, scheduling an inspection, and dealing with any issues that result from the inspection.

Business Response: Our firm has made several phone calls to the city of Minneapolis, After several phone calls and attempts, no documentation or information was provided by the city for a Heating/Mechanical permit requirement for the installation of a radon mitigation system. I was given a service ticket by a representative( **** ********)  from the department of development review in regards to permit. As of today I have yet to receive any documentation from the city or any parties involved with any sort of documentation of a required permit. I've reviewed the state requirements several times and seen nothing involving the requested permit. we  have been in contact with ***** at the city office, If the customer or any office staff has any additional information on this matter Please feel free to provide any additional information.  Our company will be more than willing to move forward with this process once we have received a clear determination of a required permit. If you have any additional questions or concerns feel free to contact me directly here at the service department I will be more than happy to assist you.   


*** ******
SWAT Environmental 
Service Department Operations 

Business Response: Our firm has reviewed the rejection from the customer and we are more than willing to resolve this with him. He says that he has paid $220 for the violations, and so we would be willing to pay no more than $400 back to him, which covers the fines and some of his time. We can't issue half of a refund because of the cost we have into the job it wouldn't be reasonable. We feel this is more than fair and it should resolve the complaint for the customer. We are not willing to go any higher, but feel this is a fair resolution, please have the customer call me at ************ so we can get the refund issued.

Thank you,

****** ******
Collections Manager
SWAT Environmental
************

Consumer Response:

From: T [****************************
Sent: Wednesday, February 27, 2013 3:29 PM
To: **** *******
Subject: Re: You have a new message from the BBB complaint #********

 

hello BBB, 

the accept/reject links are not available on the website complaint- replying via email. 

 

to Air Quality Control: 

 

I accept the $400 refund to resolve the complaint.  The refund should be credited to my credit card which you have on file. 



Sent from my iPhone 



2/20/2013 Advertising/Sales Issues | Read Complaint Details
X

Additional Notes

Complaint: I requested a quote from SWAT Environmental for Radon mitigation. During the quote process I specifically asked if there were any additional fees for follow up service if the home's radon retest was above 4.0 pCi/L. I was told that there would be no additional fees and that they would fix any issues free of charge. I specifically asked about this because the other two quotes I received from competitors stated openly that there would be no additional fees and that they would ensure that the house would test below 4.0 pCi/L. Upon installation the technician was doubtful that the system he installed would completely mitigate the issue. Instead of addressing the problem at that time he stated that I should wait until the retest was completed. The initial retest was 4.1 pCi/L and another follow up test was 5.6 pCi/L. I contacted SWAT Environmental and was told that to schedule an appointment and install additional equipment would be $195 for a larger blower/fan and $150 for a service call. When I asked about the additional fees I was told that it is normal practice for these fees and that they would not fix it for free. I feel as though this is a "bait and switch" sales tactic and completely unethical. During the quote process, they lowered the quote to get the business and upon installation they knew that they would need to come back to do additional work and try to charge me additional fees.

Desired Settlement: I would either like my money back because they were not able to provide a radon mitigation system that would lower the radon level in my home to below 4.0 pCi/L or have them complete the job they were initially paid for with no additional fees to me.

Business Response: Our firm installed a radon mitigation system for Mr. ********* on 12/28/2012 after two radon mitigation post test results (4.1 and 5.6 ) It was requested by the customers buyer(Current home owner) To perform additional modifications to the system, by installing our fan max upgraded fan unit along with the installation of a 2nd collection point. Mr *********'s buyer (Current home owner) was interested in scheduling these modifications,  We then explained the charges  associated with the services to the home owner who agreed to schedule the appointment. Later that day the customer decided to cancel the appointment because he did not feel he was responsible for payment of the services. Mr. ********* then called to inquire on the additional fee's Our firm proceeded to further explain the company's policy and procedures on our post mitigation services. (Please reference the attached copy of warranty and direct your attention to the performance section Item #5). Mr. ********* was displeased with the additional fees and then demanded our company to perform the services at no cost. 


On 2/06/2013 I spoke with Mr. ********* to offer the same services at discounted rate of $195(Full cost for services $344) . which is equivalent to the cost of the component at the time of the installation. Mr ********* declined this offer. Our firm would like to certainly address our customers concerns and would be more than happy to perform the work within the guidelines of our companies policies. We hope Mr ********* will review our companies policies in the attached warranty and further consider our offer to resolve his concerns. If you have any additional questions or concerns over this matter please feel free to contact me directly here at the service department I will be more than happy to assist you.    

*** ******
SWAT Environmental 
Service Department Operations

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

[You must provide details of why you are not satisfied with this resolution. Please type details here:]

Regards,

***** *********


I am rejecting the proposed resolution to complaint ID ******* for the following reasons:

  • I do not understand why it would matter that the new owners of my home called for service of the system that was installed. Their knowledge of the system is limited based on them not scheduling the original appointment nor were they involved in the quotation process prior to the system being installed. The reason they called is because there is an issue with the system and the phone number on the unit lead them to call for service. 
  • The warranty document that was added to this complaint was never given to me during the quotation process nor was it given to me after the system was installed. I have the original emailed sales quote documents if you would like to review them. The only document I received after installation is my receipt which I have added for your review. You will also note on the receipt that I asked the technician what model the fan was that he installed, (that he thought would not be strong enough to get the results we needed) and he told me that it is an XP201 from RadonAway. Upon further research, this fan can be purchased at Home Depot for $139.00. It is the lowest priced fan that is offered. This compounds my reasons for claiming that it's a "bait and switch" sales tactic. They should have installed the appropriate fan the day they installed the system.
  • In the end, I specifically asked the sales person, ******* ******, if there would be any additional fees if the test results came back above 4.0 cPi/L and he stated that there would not be.  If that truly is not the case and they will not uphold the sales contract then it confirms that the sales tactics are fraudulent. 
  • If the business does not want to complete the upgrades to the system they can issue me a full refund and I will have another company review their work and make the appropriate corrections.  

 

 

Business Response: We have offered to service the former home for the customer at no charge to the new homeowners. I have spoke to ***** and the new owner. We have already set an appointment up with *** ****** the new owner. We feel that this should be a fair resolution and the customer should drop the BBB complaint. Don't hesitate to call me with any questions or concerns.

Thank you,

****** ******
Collections Manager
SWAT Environmental
************

2/15/2013 Billing/Collection Issues | Read Complaint Details
X

Additional Notes

Complaint: I was billed for a supposedly "free estimate" of a radon mitigation system. The tech went out to my house to determine my crawl space square footage and from there informed me of options and pricing of those options regarding mitigating the Radon. Within a few minutes after speaking with the tech and discussing that I am having other estimates done as well for price and option comparison, the main office sends me an email that they are charging me $195.00 for a cancellation fee. They (no contact name was provided) then stated in their email that they will credit a portion of the canellation fee toward the cost of the system if I reschedule the installation. As I responded to their email there was never a written or verbal agreement to install their mitigation system, that I requestd only a cost estimate which I was informed was to be at no cost to me.

Desired Settlement: I am requesting the invoice amount of a $195.00 cancellation fee to be voided.

Business Response: Our company has agreed to waive the cancellation fee in order to resolve the BBB complaint. Please feel free to call me if you require more information or if you have any further questions or concerns.

Thank you,

****** ****** **** ************* *********** ******* ************ *********************

2/14/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: Here is a copy of the text of a letter I sent to this company on November 29, 2012. I have not received any sort of response. I followed up with a phone call on 12/27/12 and left a message to call me back, but have not received a response.November 29, 2012Air Quality Control ************* ********** *********** ************ ** *****To Whom It May Concern: My wife and I had a basic radon mitigation unit installed by your company in August 2008 for our property at **** ** ********* ***** **** ** ********* ** ******** ******, attached). We recently were in contact with you to get the system serviced for city code violations noted by ****** ******** City Inspector with the **** ** ********. Not only did we make several phone calls and emails to customer service representative *** ***** **********, Mr. ******* also explained these code violations via email on 9/21/12 (text of this email is included on the next page). Despite Mr. ************ initial promises to us to fix the violations by 9/24/12, he has not returned our numerous calls for service, dating back to 9/26/12 and earlier. As a result of Mr. ************ failure to respond and service our unit, which is still under original warranty and which was originally installed using non-compliant materials, we were required to have another firm address the code violations to ensure the successful closing of the sale of our property. We were charged a total of $268.20 to fix the code violations for electrical wiring and venting on our unit (invoices attached). We were also charged an extra $89.00 by your company in 2008 for specialized venting material when the unit was installed that was later determined to be installed incorrectly. As a result of your company's failure to properly service our unit under warranty and for charging us extra to use materials that were not up to code, we expect to receive proper compensation. I would like to speak to someone from your company immediately to resolve this matter.

Desired Settlement: $357.20 to cover cost for code violation repairs by responsive contractors and improperly installed extra materials from original system installation by Air Quality Control Agency.

Business Response: We have looked through our system and can't find this customer's name, address, etc in order to locate his job information. We would be happy to review everything, but would need the customer to give us the correct service information in order to verify we did in fact install this system. Please feel free to call me as well with additional questions or concerns.

Thank you,

****** ******SWAT Environmental
Collections Manager
************

Business Response: Our firm has reviewed the customer's rejection and we have decided to refund $200 to Mr. *********. Due to the fact of how old the installation is and the fact that our warranty does not include covering the cost for code violations, etc it is only a 7 year warranty on the fan,  we feel this is more than acceptable. Please have the customer contact me at our Corporate office in Lansing, MI at ************ to have this refund issued. Feel free to call me if you have any questions or concerns.

Thank you,

****** ******SWAT Environmental
Collections Manager
************

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

**** *********

 

 

2/14/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: In September 2012 we contacted S.W.A.T. Environmental, also know as Air Quality Control Agency, to have a radon mitigation system installed at our house. The technician was nice enough, but he was very negative and seemed to be in a hurry. After looking at our area he determined we needed a bigger fan to get radon levels low enough, which was an extra $195. We also payed an extra $129.00 for the color match. This was to ensure us that the pipes that run outside of our house would match our siding. A customer service rep called me prior to the installation to find out what color of siding we have it ensure the technician had the right equipment, it was a $4 can of spray paint! When he finished the job, he left us the nearly empty can of spray paint because, according to him he missed several spots that we may need to touch up. Several spots was an understatement! I went to the store and bought more spray paint and repainted the pipes. I also had to re-caulk around the plastic cover that seals my sump pump well shut. It was not sealed completely shut and it was applied really sloppy. I contacted their customer service dept. several times, or should i say attempted to contact them,to see what could be done about the situation. I would often get the voice mail and leave a message that was never returned. When i finally spoke with someone, they said that I shouldn't have repaired the work, that they would have come back to fix it and because of this they were not going to help me out, but they would see what they could do and call me back the next day. 3 days passed and no phone call so I had to contact them again. This went on for months until they finally gave us $70 off. Now we are having more issues with the unit not working. The tech told us it was installed wrong, so he fixed it, but would not wave a $149 service fee even though the unit is under warranty. We wish they would take the system out and refund our money. We are stuck with them and a $149 fee for any repairs we may need in futue

Desired Settlement: We would like to not be charged a fee for color matching since we had to complete the job. We also do not feel we should pay a fee for repairs needed due to improper installation.

Business Response: Our firm has reviewed the complaint filed by *** **** and we are willing to waive the service fee this time for the customer. However it does clearly state the warranty is on the fan only which that does not include the labor for the service call, regardless we are willing to waive this one. We have already given him a discount previously on the color match and will not be able to give him any more off of that, but as I stated we will not charge him for the service fee. Please don't hesitate to call me with any questions or concerns, but we do consider this the only option and hope this will resolve the complaint.

Thank you,

****** ******SWAT Environmental
Collections Manager
************

Consumer Response:

[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:

Please note that the fan was not operating properly because the system was installed wrong initially. The technician informed me that it was not installed with enough slant which in turn did not allow the water to run out of pipe. The water collected in the pipe which caused the fan to not be able to do its job. I am disappointed and unsatisfied that we are still being required to pay for the color match service that was not provided properly. I have reviewed the response made by the business in reference to complaint ID *******, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved. 

Regards,

****** ****

 

 

2/14/2013 Guarantee/Warranty Issues | Read Complaint Details
X

Additional Notes

Complaint: We paid S.W.A.T to install a radon mitigation system in our home on 1/21/2013.We called within a week of installation to report the issue of a broken caulk seal around the 4" pipe to the mitigation system. The suggested solution was that SWAT was to send a tube of caulk for us to reseal (caulk never received). The pipe was resealed on 1/31 by me.- When the caulk dried, the pressure in the system was up to 1.5 in the red tube pressure monitoring system and there was excessive vibration on the sump pit cover.- The pressure is now so high now that it is sucking the water out of the j-trap where the humidifier is suppose to drain, making the mitigation system inoperable and not achieving the guaranteed results of lower the level of radon to an appropriate level in the home.- I spoke with James in the SWAT service center on 2/7 at 2 p.m. to follow up on a claim filed on 2/4. His solution was to offer to send a technician to correct the improper install at an additional $149 charge- I fail to understand how SWAT claims to provide a warranty on the install when they refuse to correct the problem outlined above, claiming it is a sump pump issue. The sump pump is brand new and was functioning properly on the day of install and continues to discharge water from the pit.

Desired Settlement: I want a certified radon mitigation installer to come to my home to correct the pressure issue, to ensure the system is operating at an appropriate pressure level and for SWAT to stand behind its guarantee of attaining an EPA acceptable level of radon in the home (I can't even test the level as the system has been inoperable since a week after install.)I should not have to pay for a service call to correct an improper installation.

Business Response: We have reviewed this complaint, but unfortunately there is nothing we can do for him. His sump pump needs to be adjusted to pump water at a lower level. His water level is rising above his drain tile, blocking air flow, the system is pulling against water causing increased pressure, and no air suction beneath the slab. Our company did not install his sump pump, therefore we can't come to his home and fix an issue that's being caused by the sump pump at no charge. We would be happy to help him, but we would have to charge the $149 service fee for this visit. Don't hesitate to call me with any further questions or concerns.

Thank you,

****** ******
WAT Environmental
*********** ******* ************

2/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: The original installation of a Radon mitigation system was made on 3.16.12.By 5.7.12, the noise and vibration from the fan had gotten so bad that I called to have it replaced and, received an acknowledgement via email the same day, that I would be contacted within 2 days to schedule a service call. On 5.10.12, I emailed the company, complaining of the lack of communication and received a call within 3hrs. A service technician ***, replaced the fan on 5.11.12, and showed me the reason for the vibration and noise was a bad bearing!After returning from a trip, I found the fan humming and making a clicking sound, but not running. I unplugged the power and let it set for a while, then plugged it in again. The fan acted the same, humming and clicking, so I unplugged it!On 9.25.12 I called and spoke with ******, who said she would write a service order. After a week had passed and no contact from the company, I called again on 10.3.12 and spoke with ******, telling her I had not received a callback from the previous week. She said that *** (service manager) was on the phone and she would give him the message, personally, as soon as he was off the phone. Nearly 5hrs later, I received a call from ***** in the service dept. After discussing the problem, we agreed on a service call Tues. 10.09.12 (earliest available). He then asked for a credit card # to "reserve the appointment". After a lengthy dialog, when I repeatedly refused to provide the card #, I told him, that if they would not come out to provide service without a card #, then I presumed they were refusing to make a service call and, I would be filing a complaint with the Better Business Bureau, and hung up!

Desired Settlement: Since this is the second failure of a fan in six months, I am suspicious of inferior equipment being used, as a means of increasing revenue thru service calls to correct problems from use of this equipment! I would like to have my fan replaced, at no cost whatsoever to me! Also, replacement of any subsequent failures within the 7yr replacement warranty period, at no cost whatsoever to me! Also, the 7yr replacement warranty period must reset from the date of the most recent installation!

Business Response: Our service department Is in the process of seeking resolution for the customers service complaint, We will certainly review the customers complaint 

Consumer Response:

 

I want to inform you that I have not received any correspondence from either Air Quality Control, or the BBB, regarding the complaint filed with the BBB on 10/3/12.  I am presuming that the BBB has not received a response, or I would have been notified. 

 

Please advise if I should expect to hear from you, and why the BBB lists this company as accredited when there has been no attempt to rectify a serious complaint! 

 

Anticipating an early response, 

 

I am, Respectfully, 

 

 

Business Response: Our firm has reviewed the complaint ID ******* and we have decided to scheduled the customer with a no charge service visit in order to fix his system to where it runs properly by exchanging the fan with a new ultra efficiency fan. Our service representative has made 3 attempts today to reach the customer and we have been unsuccessful with reaching Mr. ****, however we will continue to try and reach him until the service call has been scheduled.  If you have any additional questions or concerns please feel free to call the Collections department and I would be happy to assist you in any way possible.

Thank you,

****** ****** *********** ******* 
SWAT Environmental
************ *********************


2/13/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: This company installed two radon systems on the home we recently purchased 9/5/12 of this year. The systems were installed 5/25/12 of this year. I have had two issues thus far. The first issue I discovered was water leaking from the ceiling in my garage. I called the company and they sent a tech out. The tech cut a small whole in the ceiling around the radon pipe to get a better look. After observing it was determined the leak was coming from a water line not the system and they charged me 149.99 service call fee. I called a plumber to come out and inspect and fix the leak. After the plumber came out it was determined that the installer of the radon system had cut the pipe accidently then tried to fix the leak with black electrical tape and a clamp which could not hold that kind of water pressure. After sending pictures to the company and documents from the plumber I got no response from this company and was requesting my service call fee back. There service department is the worst. I requested several times to speak to the Service Manager by the name of Joe and still have not had a return call. The second issue I had with the system just arised. One of the fans cuts on and off on the system and is not working properly. I called the company again to get a tech to come out. The system is only 6 months old and is covered under warranty, but they advised it would be another 149.99 service call fee to come out and do warranty work on the fan. I feel this is not ethical for a company to charge a fee to come out and do warranty work. I requested again to speak to the service manager Joe and still have not received a call back. I have spoken to a supervisor named James but again no resolution to my issue on the charge. If the system breaks down again during the warranty period they charge 149.99 service fee everytime. At this point I need my 6 month old radon system fixed and feel that I should not have to pay the service call fee. Your help is needed. Thanks

Desired Settlement: Fist I want my system fixed properly and do not want to be charged a 149.99 service call fee to have a tech come out and do warranty work.

Business Response: On 12/7/2012 Our firm was scheduled to perform a service visit to repair/replace Mr. ********* fan unit. After further reviewing Mr ********* complaint. Our records indicate the Better Business Bureau complaint was made prior to the scheduled service visit.  In efforts to assist Mr J****** our firm agreed to offer and perform the services at a %50 discounted rate of $75. we request that this complaint is to be considered resolved as a term of compliance with our firms warranty policy. For further reference concerning our policy and procedures on service fee's please reference the warranty I have attached (highlighted under the performance portion of the warranty.) We hope to consider this complaint resolved. If you have any questions or concerns please feel free to contact me directly here at the service department I will be more than happy to assist you.  


*** ******
SWAT Environmental 
 

2/13/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: I had a radon removal system installed on 1/18/13 and the system quite working after two days. I called for service and they found an ice plug in the exhaust line. The company modified the system to avoid this happening again. The service person left a bill for $249. I felt it was their design that caused the problem and should not have to pay for a service call to get the system working again.

Desired Settlement: I feel I shouldn't have to pay for this service call since it was a design flaw in their system. They modified their original design which indicates their original installation wasn't designed properly.

Business Response: We have reviewed ***** ******* complaint ID ******* and we have decided to reduce the service fee from $149 to $99 because we typically do not cover natural causes which it does states this in our warranty. The system by design handles moisture, but can be overwhelmed in extreme climates. ***** will have to contact us and pay the $99.00 within 5 days in order to receive this discount. If you have any additional questions please don't hesitate to call me.

Thank you,

****** ******SWAT Environmental
*********** ******* ************

2/13/2013 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Purchased a new home that had SWAT Radon Equipment in it, Last owner paid to have installed and had to have SWAT back to fix the system so it can be at normal Radon Levels, They serviced to the old owner and upgraded the system and charged them $344.00 system Nov 2013. And it is stated under warranty for the new owners of the house. I moved in mid Nov but not enough time to closing to check system per SWAT, they say you need 8 days before you can test again. SWAT sent a reminder card out in the mail that if we did not get the Radon checked the warranty would be voided. I called 3 times to get the kit, SWAT was to leave behind, finally received the kit and started the test ALSO conducted and paid for my own independent test, to check the Radon Levels, Both Results came back in Dec 2012 and they still high and not safe! Addressed this situation several times with SWAT employees, and they said do another test, I replied that a test is not going to change the results and they should stand behind there product. *** from SWAT stated they would send some one out after going back and forth on the call to get them to understand they should fix the product they put in the house recently, SWAT did send a rep to look at the system. (Never stating their would be a charge as my system was still not working correctly. The SWAT rep ***** ******* went to work on the systems made adjustments and left my house never stating their was a charge. He also told me I must have got the hornets nest raddled because they normally dont call him in unless there is a problem.On Tue 1/2213 I received a call that I owe SWAT 250 dollars. I called them back and I argued I did not authorize nor did I get a bill or sign any paperwork that I would owe them anything. Still under that its under Warranty! And stated loud and clear that I would owe anything. SWAT stated the contract does not cover getting the Radon out of the house! (Would like to discuss this further on the phone) but I told SWAT I would not pay as I did not have a contract with them verbally or written. I told them to have the president call me to discuss. All SWAT Does is keeping you doing test and hopes you go away and forget about it.I do not have a contract and they keep referring to the contract. Never had one still do not. This company is a company this takes Radon out of homes. But talking to them the said they do not guarantee getting Radon out of the house. They just install equipment. How can this be a real company and take peoples money?They should stand behind the equipment and get the Radon out of the house to less than 4.0 per the State of PA. TThey should not charge customer unless the system works. They bully you so you give up and go else where, or keep charging you to come out and service the equipment with out any guarantees.

Desired Settlement: I would like the President of SWAT to call me and tell me why SWAT does not stand behind the equipment that they sell to consumers. Also to change their business practice to state on their contracts they will get the levels to below the legal limits. Also I want a letter that they are not charging me and make sure my system is working correctly and taking the Radon out of my home.

Consumer Response:

To: *** ******* ******

BBB of <st1:City w:st="on">Detroit & <st1:place w:st="on">Eastern Michigan


<st1:Street w:st="on"><st1:address w:st="on">26777 Central Park Blvd, Ste. 100
<st1:place w:st="on"><st1:City w:st="on">Southfield, <st1:State w:st="on">MI <st1:PostalCode w:st="on">48076-4163<st1:PostalCode w:st="on">
Phone: (248)223-9400 | Fax: (248)356-5156
www.easternmichiganbbb.org       

 

Fm:    ***** ****** *** ******* ***** *********** ** ***** ************

This message is in regard to your complaint submitted to the Better Business Bureau on 1/25/2013 1:53:32 PM against Air Quality Control Agency, Inc.. Your complaint was assigned ID *******.  

 

 

Ms. *******

 

I received the email back that you were the contact on my complaint with SWAT Environmental.    

 

I did not know if I should respond back to ***** ********** Email sent today, or to call them. 

 

NOTE:  As SWAT refers to Contracts, I have never had a contract with SWAT, nor did the last owner ***** ******. Written or verbal.   The system was put into the house April 2011.  I can not speak to why *** ****** never made sure the system worked correctly, but I am working to get the SYSTEM to work correctly.  Again I never signed or verbally agreed to any contract with SWAT, I was just following up on the notice they sent me that if I do not do the test the warranty is void! 

 

I never agreed to pay anything to have the system fixed so it performs correctly!  They should stand behind the products they place in persons home to take the RADON Risk out of the home. 

 

As you can see the contracts they just sent me (NOTE) for the first time, do not mean anything as they take all the liability out of it and do not guarantee anything.  How can they do that! 

 

Please let me know  

Sincerely, 

***** ****** 

 


Business Response: Our company has reviewed complaint ID ******* and we have agreed to remove the service charge of $249.00 in order to resolve the dispute with the BBB. We apologize for any misunderstanding with our warranty because we do inform customers on all of our proposals and warranties that a service fee does apply for labor charges unless it is a valid workmanship issue, however we are willing to satisfy the customer and waive the additional service fee that he is receiving bills on for $249.00. If you have any additional questions or concerns please feel free to call me and I would be happy to assist you.

Thank you,

****** ******
Collections Manager
SWAT Environmental
************

2/13/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: SWAT install a radon mitigation system in our home and when a post-mitigation radon test was performed by two separate agencies that show no change in the radon levels they declined to take any further action. This was based on the results of the test kit they provided of 1.6 pCi/L, which indicated levels significantly lower than the three previous tests that were 4.4, 4.4 and 4.1 pCi/L.

Desired Settlement: Remove system and repair home where 4" ducting penetrated the foundation and exterior brick wall.

Business Response: After further review of the customers complaint our records indicate two post mitigation follow up test were performed. The first follow up test returned at a 1.9 another test was distributed to Mr. ******* to verify the levels the as of 1/09/2013 the 2nd follow up test showed levels of 2.9. Both test would verify the levels are well below the EPA recommendation for radon mitigation. We hope that this complaint will be considered resolved based on the tests performed by the customer indicating acceptable levels. If you have any additional questions or concerns please feel free to contact me directly here at the service department I will be more than willing to assist you. 


*** ******
SWAT Environmental 
Service Department Operations 
**************

2/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: From the beginning, I had problems with this company. A few days after I received the initial quote for installation of a radon mitigation system, I received an automated phone call offering me a greatly reduced price if I had the system installed the next day. I agreed to this, though the price ended up being higher than that quote in the automated phone call. The technician did not arrive until 6pm on a Friday, instead of the schedule noon-4pm window. The job was not completed that night, and I was told someone would be back the next day to complete installation. As of Wednesday the next week, no one had returned to finish the job. I had to call and schedule someone to come back.A couple weeks later, I was able to return to the house and was appalled by the installation. They had installed an electrical box to run power to the fan around the corner of the house, about 5 ft away from the fan, leaving an unsightly black cord hanging off the outside of my house. Even worse, on the inside of the house opposiste of where the outside connection was installed, they left a gaping hole in the wall by an interior outlet. Finally, the proposal states a pressure gauge to monitor system performance will be installed. I could not find such a gauge.The only answer I've received regarding any of my complaints is that the pressure gauge must be in the crawlspace (where no one will ever see it), and that they simply can't install one anywhere else. Multiple phone calls and emails with photos to the company have gone unanswered or unreturned. I am shuffled around to various departments resulting in either a voicemail box or someone telling me that they will get back to me but never do.

Desired Settlement: I would like a visible pressure gauge installed, the electrical outlet moved to a proper location, and reimbursement for the interior wall hole that I had to have repaired.

Business Response: In efforts to resolve the customers complaints we have spoke to the customer ******* **** on 2/6/2013 at 3:37pm to set up a no charge service visit to inspect the system and address any issues or concerns she might have and fix anything that is necessary. She was satisfied with this and we have scheduled the appointment for February 12th, 2013. We feel that all appropriate measures have been taken to settle the complaint to the BBB and consider this resolved.

Feel free to contact me with any additional questions or concerns you might have, and I would be happy to assist.

Thank you,

****** ******
Collections Manager
SWAT Environmental
************

2/12/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: We had this company come out and do a radon remediation on, I believe 4/03/12. The recommended a "bigger" fan that would keep the radon level around/below 1. The fan was an extra 100 bucks and we went by what was advertised and what they recommended. Within 48 hours, the fan stopped working. The company came out and replaced the fan on 4/11/12. We had a little bit of a problem with that because they were saying it was our electrical outlet that couldnt hold the fan. But in any event, that was replaced. Since the company came, we have had nothing but problems. Our radon level is well over 4. 4.5 to be exact. We bought the house in April of 2012 and when we purchased the house and before the remediation, the level was 4.2. We understand that the levels can increase/decrease depending on weather, but I wouldnt think that the level would rise above what it was prior to remediation. So we keep on calling this company and they keep on telling us that the rain is making the levels rise, that there is nothing they can do about it, that if they come out they will charge us. We just wanted someone to come out and check the piping, the fan and to see if there was something wrong with it. They shouldnt charge us if something they put in is not working and if their customer is not happy. In the last 8 months, we have spoken to numerous people that have been giving us the runaround. We have taken pictures to prove with the date and time to prove the levels and we have kept records of who we have spoken with. Since day one, they have been no help. Bad customer service, false advertisement, and they don't care for their customers. We would like full reimbursement, so that we can go through another company.

Desired Settlement: We would like to be refunded the amount we paid, so that we can have another company come in and do the job right.

Business Response: As of 1/18/2013 Our firm has spoke with Mr. ******* about his service concerns, We were able to have Mr ******* re test his most recent results as of 1/17 came back at a 1.9. which is considered well below the EPA Recommended level of 3.9 Our firm then offered to send a technician back to the home to make further modifications to the system at discounted rate to assist Mr *******  in achieving his desired results. As of today we have a service call scheduled for the customer 2/2/2013. We hope  this complaint will be considered resolved as we work with Mr ******* in the mitigation process.

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID *******, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

The technician came out at around 2:00pm on Saturday 02/02/13.  We spoke to him regarding the current system, previous test results and what we would like performed for diagnosis/further mitigation. When asked if he was licensed/certified, he informed us that we was not a certified radon mitigator, but was a certified plumber. He was unaware of any diagnostic procedures besides visual inspection. We told him to go ahead anyways and run the additional pipe that would connect to the sump pump, which he had suggested.  After making another call to his office, he was told by his office to NOT INSTALL THE SECOND PIPE because he was only given an hour to perform the job and we had spent too much time talking to him/asking questions.  He then suddenly packed up and go in his car to leave without performing any service. We asked to provide written note that his office advised him to not install the pipe, he said he was only getting paid $20 for this and he had already been here an hour and to call the office to have someone else come back.  This is absolutely the worst service we have ever encountered with any company. Again, we want our money fully refunded. 

regards,

******** *******

 

Business Response: In efforts to resolve the customer complaint we have scheduled an additional service call on Saturday Feb. 9th, To make additional modifications to the radon mitigation system. If you have any additional questions or concerns feel free to contact me directly here at the service department. 


*** ******
SWAT Environmental 
Service Department Operations 

2/7/2013 Advertising/Sales Issues | Read Complaint Details
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Additional Notes

Complaint: Sales Rep on the phone their Radon system installation is simple, and will be installed inline with sump pump in the basement. Whereas when the technician arrived, he said concrete need to be cut to accommodate pipes and holes drilled in the foundation. This was different from what sales rep said, so I did not want to continue with the order and cancelled it. In the meantime company started sending invoices saying the device was installed and payment is to be made right away, and if payment is not received they would report to three credit reporting agencies. Inspite of repeated reminders to the company that no product or service was provided, this company continued harassing through emails, phone calls asking for payment.

Desired Settlement: Would like this company to stop sending emails and calling on the phone asking for payment, and creating a scare about credit rating.

Business Response: In efforts to resolve complaint ID 9405600 we are contacting the customer to schedule a job finish with a more tenured technician because the system is already 20% complete. We have already attempted to reach the customer numerous times and will keep trying to reach him until we have successfully scheduled an appointment to finish this job that we have already started. All billing will cease as long as we get this appointment scheduled to finish the project, but if we are not able to reach the customer he will still owe $345.00, which is all we have billed for the 20 percent of work we have already began and completed. If you have any additional questions please feel free to contact me.

Thank you,

****** ****** *********** *******
SWAT Environmental
************

Consumer Response:

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 9405600, and have determined that the company is still trying to lie and trick by saying "provided 20% system", where as what happened so far was that their technician came by and said conflicting things than what was told to me on the phone by their sales person. Contrary to sales person talk on the phone the technician said Concrete need to be cut and holes be drilled in the foundation. There was no material delivery, and there was no service delivery. And the company's response was totally not acceptable

Regards,

*** ****** 

 

 

Business Response: In response to the rejection we are not willing to accept this either because *** ****** had a contractual obligation with our company. The reason being is because the information being relayed is false, we did core a 5" diameter hole in the foundation of the home and removed additional materials. The reason that considers to be 20 percent done is because we have laid the ground work out and started the mitigation/ installation process in case another company was to come and install the system they would use the work we started.  Along with that we charge as follows, $195 for a cancellation fee if were not given 24 hour notice, $295 commercial site visit/inspection, $149 for a technician just to show up at your home. We spent hours at the referenced address giving *** ****** expert advice and knowledge about a mitigation system and the processes we take in order to install a system. Our technicians get paid by the job and *** ****** took up several hours of the technicians time and a time slot for the company to where we could have been installing other systems and the technician would not have been out of a job for that day, which to our company is a great loss.  As you can see per the attached invoice we are not charging for a full system installation we are charging appropriately for the work and time taken. We will continue to pursue payment for this bill because we find that we are being more than fair and have been more than willing to finish the installation it's *** ****** refusing to let us finish the work he contracted to be done. Please don't hesitate to call if you have any additional questions or concerns and that includes *** ******, he is more than welcome to call and get this job completed.

Thank you,

****** ******SWAT Environmental
*********** ******* ************

2/4/2013 Problems with Product/Service
2/3/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Air Quality Control Agency installed a radon mitigation system in our home on November 24, 2006 due to high readings from a test completed. The initial tests following the installation met the warranty standards, 1.6 pCi/L and 1.7 pCi/L respectively. However, now that we are in the process of selling our house a radon test was completed by the potential buyers. This test resulted in an EPA protocol average of 3.2 pCi/L which was above the guaranteed level to remain below 2.0 pCi/L. Upon contacting Air Control Products I was transferred to SWAT environmental, at which time I was informed they handled the service calls. The test results were provided and a statement was issued that the results did not require action due to them being below the EPA limits. I subsequently followed up with further calls trying to get some type of response on the warranty claim. After stuggling to get the necessary information that now included a call from the buyers agent I called and asked for an owner or upper level manager. That resulted in a conversation with a supervisor named ***. As we reviewed the issue it was brought to my attention that Air Quality Control had merged with SWAT, further information produced that the Ohio DOH pulled the license to perform work in the state of Ohio. This became particularly troubling due to all of the previous conversations trying to resolve this issue along with the buyers agent getting this information in the initial call. Now, without being able to perform work the lifetime limited warranty is basically void.

Desired Settlement: DesiredSettlementID: Other (requires explanation) DesiredSettlementID: Other (requires explanation) I would like this to be made right with someone to stand behind the warranty provided at the time of install. Due to the warranty being void we are now being asked to pay for a complete replacement of the system. Should this be required to complete the sale we feel that the costs should be covered to allow a licensed contractor complete necessary measures to gain acceptance of an installed miti

Business Response: Our firm has met all obligations to the customer, based on the test results given by the customer we have maintained a radon level below the EPA Action limit of 3.9 (For further reference please check EPA recommended levels for radon) Unfortunately we do not service the state of Ohio. If customer has any additional warranty information we ask the customer to e-mail them to ****************** I can certainly reference the customer to a local radon mitigation contractor (Please See Radongas.org) There will be a local search menu which will put you in contact with any certified local provider for further mitigation. for any additional questions or concerns feel free to contact me directly here at the service department.  

Consumer Response:

[A default letter is provided here which indicates your rejection of the business's offer. 

Better Business Bureau:

I have reviewed the offer made by the business in reference to complaint ID 9303985, and have determined that this proposed action would not resolve my complaint.  For your reference, details of why I am rejecting this offer appear below:

They have not met the requirement of the warranty provided.  I do agree that they no longer service Ohio.  I also agree that it is under the EPA action limit value, however not meeting the warranty provided with the installation.  The reason they no longer service Ohio is due to their performance.  I researched this with the Ohio EPA and the license to do mitigation installation in the state was pulled due to failing to meet the necessary requirements.  Again, we were not able to wait for the lack of response from Air Quality Control which has cost us additional funds to allow the house sale to be completed.  If this is they way that business is going to be done then it needs to be communicated to everyone that the warranty really is not worth the paper it is written on.  It clearly states that results will be below 2.0 pCi/L which we now have results that indicate otherwise.  I have provided the attached warranty document noting this claim from Air Quality Control.  If they do not want to live up to this claim in the written document please provide that response, at that time we can take the next steps appropriate to solve this issue.

Regards,

**** ***** 

 

Business Response: Since we no longer service the entire state of Ohio per our agreement with the state we no longer able to Service the customer's system. I have however provided the customer with a link to a website which will put him in contact with local mitigators certified in the state of Ohio (www.radongas.org.) Near the bottom of the screen their is a drop down menu that will ask for the customers location this will allow the customer to view the local providers in his area if you have any further questions or concerns feel free to contact me directly here at the service department. I will be more than willing to assist you.

 
*** ******
SWAT Environmental 
Service Department operations
**************

1/29/2013 Billing/Collection Issues | Read Complaint Details
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Additional Notes

Complaint: I had a radon mitigation system put in through this company on 9/11/2012.Soon after I had a test done and the result was still above the suggested levels. They suggested a 2nd test. I had a 2nd test done and the result for that was even higher. Alo, the fan itself stopped operating and the system basically stopped running.After numerous calls and speaking with many people I finally spoke to someone in service who was able to schedule someone to come out and look at it and see what was wrong or if anything needed to be done.At no time during tha tcall was anything mentioned or said to me about any fee or cost for someone to come out. No price was quoted or given. They did say they needed a credit card # but I asked if there was any charge or if I'd be charged and they said no, that it was just to put a deposit down to reserve the time. I specifically asked about any charges and the reply was none. He came out and the fan had started running again so that seemed ok, but he said that as far the results of the tests that the next step was a larger and more powerful fan that would reduce the radon levels below the 4.0 threshold. That fan would cost an additional $350.I was taken aback as if I had known I'd need an addtl few hundred dollars worth of equipment or service I likely never would have gotten the system in the first place. Of course they never mentioned anything about needing an additional fan or anything of the sort.He left without leaving me any bill or mentioning anything about any cost for the visit. He didn't have me sign anything. Didn't mention any fee or anything of the sort.Today, more than a week later I get an email saying I owe $150 for a service call last week. Needless to say I was very upset. I was never told about any charge and had no idea there would be one. Again, if I knew I may not have scheduled the service call. At any rate I should definitely have been apprised of the situation and any potential charges. Unacceptable.

Desired Settlement: I have not paid the $150 yet and I am inclined not to. I'd like that to be resolved and written off. Barring that, the warranty they left mentions a refund minus labor and investment if results are not satisfactory and at this point I think I would just like to get that refund, have them remove the system that was installed, and end my relationship with this company.

Business Response: On 11/13 I spoke with Mr ****** I then explained to him our policy concerning high levels within that conversation I clearly explained and priced Mr. ****** for our fan max upgrade and the installation of a 2nd collection point in efforts to further mitigate the home. Mr ****** then requested to have a technician inspect the system before he went proceeded with the additional modifications. I then informed Mr ****** that if there was no workmanship error identified at the service He would asses a $149 service fee. I clearly stated that we did need a credit card on file to reserve the appointment and then reiterated our policy concerning workmanship disputes. With those agreed terms we scheduled a technician to service his system . At this point I would like to refer Mr ****** to our warranty which states our policy and procedures concerning post mitigation. please reference the performance portion of the warranty and review item #2 and Item #5 both explain our policy concerning high levels and our workmanship policy.  If you have any additional questions or concerns feel free to contact us directly here at the service department.




*** ******
**** ************* ******* ********** **********
1-888-286-2822


1/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: I purchased a radon remediation System for my newly purchased house that had radon levels averaging 17.5 pCi/L and higher. A technician has been to my home twice to try and get my radon levels below the guaranteed 4.0 pCi/L. Once the system was installed I paid in full and used the testing kit they provided. I was still getting levels of 12.9 in my living room. I called and the technician came back out to try and fix the situation, once he was done I again tested with the provided kit and I am still getting levels of 6.0 pCi/L. I purchased the upgraded fan and was told I would get levels below 4.0 pCi/L. Now I am being told that I need to pay an additional $150.00 to have a technician perform a service call. Basically I have to pay more money to get the system to work and perform the way it was promised initially. There is no reason that I should have to pay anything extra to have my system work properly.

Desired Settlement: I want someone to come and do what needs to be done in order to get my radon levels below 4.0 pCi/L.

Business Response: In efforts to resolve customers complaint we are requesting the customer Verify high levels with one of our EPA Certified charcoal test kits, This helps us run a diagnosis of the system and identify if we are experiencing a natural spike in the radon as the levels can be influenced by the weather. This is why we require adequate testing after modifications  made to the system. Our firm will be more than willing to assist Mr. ****** in achieving the EPA  recommended level by following our post mitigation policy which is clearly stated under the performance section Item number 2. I've attached a copy of the warranty in my response. Please feel free to contact us with any additional questions or concerns I will make sure to provide you with a follow up test kit as well


*** ******
SWAT Environmental 
Service department operations

1/29/2013 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Air Quality Contol installed a radon mitigation system in my house. The representative that sold me the unit told me it would be quiet. The representative told me I wouldn't hear the motor if I got the one that was installed in the attic unless something was wrong with the motor. After the installation, I can hear the motor THROUGHOUT my house. I aksed for a service person to come out and look at it. They told me it would cost $75 for someone to come out.

Desired Settlement: Assess sytem and see if insulation or a new fan can be installed to make quieter.

Business Response: As of 12/27/2012 We scheduled Mr ***** for a no charge service visit to address his concerns, We sent one of our senior technicians out to make the proper adjustments in efforts to settle the complaint between our firm and Mr *****. Please feel free to call me with any additional questions or concerns I will be more than happy to assist you. 


*** ****** 
SWAT Environmental 
Service department operations 

12/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Their radon system was installed in our home in May of 2011. It included a 7 year warranty on the parts but apparntly not labor. The fan in the system failed in August of 2012 and they were going to charge me $250 in labor costs to come change out the fan (which was a 20 min job). They gave me a "break" and only charged me $150. Now 6 weeks later the fan has failed again and they want me to once again pay a $250 service fee to come change it out again with a new fan. I was told that the labor cost is to only cover what they pay their technician to come do the repair. I wish I made $250 for 20 minutes worth of work. I believe that something more is wrong with this system and that they should stand behind their product since it is not even 6 months old. I have been told that Radon is very deadly and can cause lung cancer. We had this installed at this home when we purchased the home as part of the purchasing agreement. Now I am at a crossroads of do I not repair the system and go without it since I can't keep putting out this kind of money every couple of months to keep it running properly.

Desired Settlement: I believe that they should come replace the fan or repair the system at no charge. If the parts are under warranty then the labor should be as well. Especially since in less than 2 years the system has now failed twice. I beleive what they are doing is unethical and that their service charge or labor charge rates are way more than they should be.

Business Response: Our firm was able to review the customers complaint, Normally we offer a discount if the services are paid the same day which is stated on the invoice.  Since the payment was made after the install this cancels the same day discount, after further review of the customers account I'm showing all the balances current and no additional fees owed on the account. There is a possibility you may have received a collection notice out of error.I have also attached an updated invoice to show all balances are current, We hope this will settle the BBB complaint  If you have any additional questions or concerns feel free to contact me directly here at the service department. 


*** ******
Service Department Operations 
SWAT Environmental 
1*************

12/26/2012 Problems with Product/Service | Read Complaint Details
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Additional Notes

Complaint: Air Quality Control Agency installed a Radon Mitigation system on June 1, 2012. The technician installed the system and radon levels tested fine. When we started the furnace and humidifier in the fall, we found that the humidifier could not be turned on due to a funnel put into the floor drain. The funnel would not allow the humidifier to drain properly hence causing the humidifier to have to be turned off. I called Air Quality Control on October 15 and put in a request to have someone call/come review why this Air Quality Control installed funnel was not allowing the humidifier to drain and tell us what this funnel does with the radon system. I was promised a callback within 72 hours. 1 week later, I still did not receive a callback. I called the morning of October 22 and complained about the lack of callback. They apologized and promised someone would immediately call me back as soon as they go off the phone. 2 hours later, I still did not receive a call. I called again, this time getting a service technician who claimed that they could not come out without a $149 service fee to check out their own installed system which is preventing my home systems from being turned on. I asked to talk to the manager but was given his phone number and told he was busy. I immediately called him: Joe Baniels (1-888-286-2822). He told me they would compromise and advise on my questions and what to do if I emailed him pictures to joeb@radonmail.com. I did this on October 22. Today is November 2 and I still have not heard from this company. I have referred two other people who have had systems installed so this makes me extremely angry that they are willing to immediately respond when it comes to expensive installation but servicing their systems is ignored.

Desired Settlement: I would like Air Quality Control Agency to send a service person to my house to look at this funnel that they installed, explain to me what it does with the Radon Mitigation System, fix it or tell me how to get my humidifier to drain with this funnel.This should be done at no charge as it's warranty and service guarantee. It is not a standing water exception becuase their installation has caused my humidifier to not be able to turned on.

Business Response: Our firm scheduled a service visit to the home on 11/29/2012 to address the customers concerns , we have met the desired settlement of the customer. We hope to complaint receives the status of resolved, If you have any additional questions or concerns feel free to contact me directly here at the service department.


*** ******
Service Department Operations
SWAT Environmental
**************

11/30/2012 Guarantee/Warranty Issues | Read Complaint Details
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Additional Notes

Complaint: Air Quality Control Agency did not properly install our radon mitigation system. Per their service description they were to, "Install vent pipe in collection chamber and seal into place." The vent pipe was NOT installed into the collection chamber and it was NOT sealed into place. Because of this, a sink hole developed. After numerous requests for them to come get the system and refund our money per the contact I am forced to make this complaint. The system failed because it was not properly installed.

Desired Settlement: They need to come pick up their system and refund our money.

Business Response:

October 18, 2012

 

BBB of Detroit & Eastern Michigan

26777 Central Park Blvd, Ste. 100

Southfield, MI 48076-4163

 

RE: BBB Case # ******* 

To whom it may concern:

 

On January 27, 2011, my firm was contracted to install a radon mitigation system by Mrs. ******** ****** ** *** ******** ***** *** ** ********** **. Prior to our services, Mrs. ****** had an indoor radon reading of 9.8 pCi/l. On February 4, 2011 we began and completed the installation of the radon mitigation system. A post radon mitigation test was performed and analyzed by an independent third party company. The results of the test showed current indoor radon levels of 3.7 pCi/l. Mrs. ****** was satisfied of the performance of the system.

On August 4, 2012, contact was made to my firm from Mrs. ****** stating a sink hole was forming in her yard. This sink hole was located underneath our system.  Our Service Department spoke with Mrs. ****** and informed her of some possible solutions to the issue and recommended to seek out a professional regarding the foundation and landscape.

We have a lifetime workmanship warranty on all of the systems we install. Since the creation of the sink hole is 19 months after our installation and the issue is with the actual property, not the radon mitigation system, we are not able to assist Mrs.****** in a remedy. Our technicians are trained and educated on radon mitigation, the services contracted for.  It is my request that this complaint is closed and marked resolved. As much as we would like to help Mrs. ******, our knowledge and responsibility remain with radon mitigation.


Sincerely,

 

******* ****

Air Quality Control Agency

Business Response:

November 27, 2012

 

BBB of Detroit & Eastern Michigan

26777 Central Park Blvd, Ste. 100

Southfield, MI 48076-4163

 

RE: BBB Case # *******  

To whom it may concern:

Mrs. ******** ****** and I have an agreed upon resolution to the outstanding complaint marked ********·         Air Quality Control will pick up all usable items from the mitigation system installed.

·         A check will be issued to Mrs.****** for liquidated damages as listed in her warranty in the amount of $436.00.

·         Mrs. ****** will close the BBB complaint ********On November 10, 2012 Air Quality Control returned to the property of Mrs.****** and retrieved the radon mitigation fan. This was determined to be the only usable part.

On November 27, 2012 Air Quality Control issued a refund via check to Mrs. ****** in the amount of $436.00. This was mailed via USPS to *** ******** ***** **** ********** ** *****.

Since the resolution was met meeting both parties requirements, I asked that the complaint is closed and marked resolved. If I can be of further assistance, please let me know.

Sincerely,

******* ****

Air Quality Control Agency

************ *******************

Consumer Response:

[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 would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ******

 

11/29/2012 Problems with Product/Service | Complaint Details Unavailable
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10/22/2012 Problems with Product/Service | Complaint Details Unavailable