Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/17/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired this company in November 2024 to install a radon mitigation system, paying $2,000 based on their professional license and their clear promise to reduce radon levels in my home to below 2 pCi/L. However, after months of use, the radon levels have remained the same as before installation, reaching up to 4 pCi/L.Instead of addressing the issue under their original commitment, the company blamed the layout of my home and claimed that additional suction points would be necessarysomething that was never mentioned before the work began. They refused to provide any follow-up service unless I paid additional money, and the owner only sent me hand-drawn layouts via text instead of dispatching a technician.I feel I was misled and that the company bluffed me into paying for a system that doesnt work. Ive wasted money and now must continuously test the air myself while worrying about my childrens health. The business failed to honor its guarantee and made no effort to fix the issue unless I paid more. I am requesting a full refund so I can hire another company that will handle the problem honestly and professionally

  

  Business Response

  Date: 07/21/2025

  We appreciate the opportunity to clarify this situation once and for all.
  Following the installation of the radon mitigation system in late 2024, we had multiple communicationsincluding a 20-minute phone call directly between the owner and the customerexplaining how radon systems function and why the levels in his case remained slightly above his personal target of 2.0 pCi/L. We informed him that while the system reduced levels significantly, further reduction would likely require a second system to address additional areas of the home (garage slab and slab-on-grade), which are structurally isolated from the mitigated portion due to the finished basement.
  This is not uncommon in multi-foundation homes and was explained in full detail. Our warranty covers radon levels below 4.0 pCi/L when all accessible foundations are mitigateda standard consistent with *** guidelines and industry best practices.
  The customer was not misled, nor was he refused service. Rather, he was unwilling to consider a second system to reach his preferred target. Instead of pursuing the professional path of follow-up diagnostics or mitigation expansion, he has chosen to post repeated negative reviews across platforms, often omitting critical facts from our communication.
  At this time, we are respectfully choosing to part ways. We recommend that the customer contact another licensed mitigation provider if he wishes to pursue further work. Our focus remains on serving homeowners who are committed to collaborative solutions and long-term health protection.
  ***** *******, **************start="1834" data-end="1837"> Midwest Radon Services, ****

  Customer Answer

  Date: 07/24/2025

   
  Complaint: 23612639
  
  I am rejecting this response because:
  

  I want to clarify my perspective regarding the installation and communication surrounding the radon mitigation system.
  Contrary to company's claim that these details were thoroughly explained before installation, I was only informed about the limitations and potential need for additional systems after the installation was completed. In fact, the decision-making and expectation-setting process prior to installation was very brief approximately five minute during which I was shown where the system would be installed and assured that my radon levels would be reduced to below 2.0 pCi/L.
  As a customer who has worked with multiple contractors and companies, I have come to expect that all significant information including success rates, possible limitations, and whether my specific goals can realistically be met and be communicated clearly before work begins. Unfortunately, this did not happen in this case. If I had been properly informed upfront that my radon levels might not reach my target without additional mitigation, I would have explored other options or companies.
  Additionally, your response mentions that I refused to pursue a professional path of follow-up diagnostics and mitigation. I respectfully disagree. Asking me to conduct radon testing in every corner of the house over several weeks, then report back to you before determining the next steps which would likely involve additional charges feels like shifting the responsibility onto me rather than your company taking proactive action. How is this approach professional when you expect me to essentially troubleshoot your system instead of coming to my home to resolve the issue directly? Furthermore, while I have not refused your company the opportunity to address the problem free of charge, I am not willing to pay again for additional work under these circumstances.
  Moreover, I am not willing to re-hire your company to install a second system in another part of my property at the same cost, especially given the risk of being told after installation that further work might be necessary elsewhere, such as the garage slab. I prefer to work with a company committed to transparent communication and delivering solutions that meet customer expectations from the outset.
  It is disappointing that important details were only disclosed after installation, especially after assurances that led me to hire your company in good faith. Clear and transparent communication prior to starting work is essential to building trust and ensuring customer satisfaction.
  Regarding your mention of my negative reviews on ****** and Yelp, I consider it my responsibility to inform my community about how your company handled this project. I will continue to share my experience publicly to ensure others are fully aware. Im glad my review has reached hundreds, and I have noted that I am not alone other customers have posted similar negative experiences. For example, one customer wrote on ****** a year ago: Worst customer experience Ive had in years  they will make you pay for their mistakes and blame you for their own miscommunication.This statement closely reflects my experience.
  Instead of offering a refund or fixing the issue free of charge, you have chosen to part ways. Please refrain from mentioning your goal of long-term health protection, as I have been left at risk of radon exposure without a proper solution. I am requesting that the Better Business Bureau review this matter and assist me in recovering my money so I can hire another company. If necessary, I am prepared to pursue this issue through legal channels.
  Sincerely,
  
  *** Home

  

  Business Response

  Date: 08/04/2025

  Dear ***,
  Thank you for taking the time to share your concerns. While we understand and regret your dissatisfaction, we would like to provide clarity on our process, documentation, and the service that was delivered.
  
  1. Scope of Communication & **********************start="400" data-end="403"> Our team makes every reasonable effort to explain the system design during the site visit. However, it is not feasiblenor is it standard industry practiceto verbally outline every potential outcome or technical limitation on-site, especially for rare, less predictable cases like yours. For that reason, we provide all customers with detailed documentation in the form of a written quote and service agreement, which includes our warranty terms, performance expectations, and disclaimers. You acknowledged and signed this documentation, confirming you had read and understood the terms prior to installation.
  Your claim that our staff promised radon levels below 2.0 pCi/L is unsupported and conflicts with our written warranty, which guarantees reduction below 4.0 pCi/Lwith 3.9 or lower being our performance standard when all radon-contributing foundations are addressed. At no time have we guaranteed levels below 2.0 pCi/L, nor is there any documentation or correspondence from our company making such a claim.
  
  2. System Performance & ************************************start="1504" data-end="1507"> The system installed mitigated the foundation it was designed to addressyour basement. As discussed, the garage slab and the slab on the opposite side of the home are physically isolated and were not included in the original scope of work due to their separation from the mitigation zone. These limitations were explained during and after installation when your results indicated additional radon entry from untreated areas.
  We also completed Pressure Field Extension (PFE) diagnostics satisfactorily at the farthest point from the suction point within the basement and confirmed proper system influence in the treated area. The elevated levels now appear to be originating from unmitigated areas beyond the scope of the original install.
  
  3. Post-Installation Testing & *********************************start="2321" data-end="2324"> We never offered a free monitor to you specifically, as you already had your own monitor. However, we do provide free monitors to clients who do not have one, in order to collect accurate post-mitigation data and help pinpoint areas that may require further mitigation. In this instance, you declined to perform the testing yourself and instead felt it was our responsibility to come back and do that for youan expectation that falls outside the scope of our service agreement.
  
  4. Warranty & Service *******************start="2845" data-end="2848"> Weve been in business for 15 years and stand behind the system we installed and our long-standing record of quality workmanship, documented compliance, and professional service. The system functions as designed, and the area covered by the installation is being mitigated properly. The concern lies with additional portions of the home not included in the original scope. As such, further mitigationif pursuedwould require a new quote and agreement.
  
  5. Customer Reviews & **************************start="3354" data-end="3357"> We fully support your right to share your experience. That said, we dispute the accuracy of your claims and must clarify that your negative reviews do not reflect the vast majority of our customer experiences. We have maintained a strong reputation through transparency, professionalism, and honoring our agreements. We respectfully disagree with your characterization of our communication as misleading or deceptive.
  
  6. Final *****************start="3802" data-end="3805"> At this time, we consider this matter closed. No refund will be issued, as all work was completed per the signed agreement and according to professional radon mitigation standards. Should you wish to pursue further mitigation through another provider, we wish you the best.

  
  Sincerely,

  
  ***** *******
  Owner, Midwest Radon Services
  ?? ************** | ?? **************************

  Customer Answer

  Date: 08/22/2025

  Complaint: 23612639
  
  I am rejecting this response because: I dont want my complaint to be closed as Answered (assumed). My issue was not resolved, and you couldnt help me resolve my issue; therefore, the least you (BBB) can do for me is to submit my complaint as a NEGATIVE REVIEW on your BBB page.
  
  Sincerely,
  
  *** Home