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:07/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I contacted **** at High Country Radon Solutions in October. He came and inspected my home and said he could install the system on Nov 25. He sent a contract which was signed. He proceeded to partially install the system on Nov 25. He installed only one pipe as he believed one would lower my level to 4.0 or lower. He stated that if it did not he would return and install the remaining pipe! **** stated he would deduct $100.00 from the initial cost due to installing only one pipe. If the second pipe was needed it would increase by $100.00 In Dec **** came and left a Radon Level detection device. During this time the unit was slightly moved by accident. **** returned and said the reading would not be correct as the unit had been moved. He said he was very busy but would return to determine the current Radon Level. I purchased Radon LEVEL test and it was determined the level is 6.1 I contacted **** and informed him of the test result inquiring as to when he could return to finish the job. I have been unable to get a response from ****. I have called at least 6 times and sent emails all of which have gone unanswered! All I desire is for **** to install the second pipe which should lower the Radon Level to 4. Initially the Radon Level was 10.1 Once **** installed the system with one pipe it was lowered to 6.1 So a second pipe should lower it to the level which is acceptable per Radom Abatement guidelines.

  Customer Answer

  Date: 07/18/2025

  I have not heard from the business in response to my complaint.

  I have received no contact from High Country Radon Solutions! 

  
  

  

  Business Response

  Date: 08/06/2025

  When first speaking to this customer, I was very up front in that because of two factors that this work could not be guaranteed. Those two factors were: 1. The size of the basement combined with the sub-slab material: dirt (which makes mitigation more difficult) 

  2. The fact that this property was located outside of my service area

  When a system is not guaranteed, that means that further mitigation will require a separate system (or multiple systems) to be added. I was up front about that from the beginning, and we looked at two specific areas of the basement- choosing one (where the installed system was placed) as a first option.

  In installing this system, the dirt beneath the slab was easily removed to where a pocket was created sufficient for radon mitigation to where adding a second point of suction for the current fan would detract from the mitigation happening below the slab from the first suction point. When this became obvious, I did the right thing and notified the customer, informing him of what I have just said previously, and reduced the cost of his system accordingly (if I remember correctly, it was $100, but it could have been slightly more). At that point, I was confident that the system would provide enough mitigation to take care of the problem that we were trying to solve. We had agreed that I would set a radon test after letting the system run for some time for the cost of $100. Within my service area, I do not charge to retest, but because this would take an extra 8 hours of driving plus the gas associated with it, I did this to cover the cost of gas and a slight bit of my time. When the test was set, ***** was asked if the location of the testing equipment was ideal as the test could not be touched, moved, knocked over, etc. When I came to pick up the test, and view and send the results, the test had been tampered with. This was obviously incredibly frustrating, and I told ***** that even though someone there (he said he hit it with a vacuum cleaner) had been tampered with and therefore the results could not be taken as factual data that I would not charge him for the retest since the results were skewed.

   

  Now I think it's important to address another part of this situation which was not mentioned in the complaint. After giving the estimate and before the installation date, I received multiple calls from ***** asking how the system would be installed. I give very detailed estimates, and so after the second or third call, I almost made the decision to not move forward with this system. When we (myself and an employee that I was training) were there installing the system, ***** stood right near us and continually interrupted our work which resulted in two things: 1. That my employee was not adequately trained that day as I had to take over every bit of the operation in order to insure that we would not make a mistake and 2. That this cost me money as that was an hourly employee. 

   

  Any other company that comes in to look at that system will suggest that ***** is going to need at least one more separate system in order to achieve the outcome that he desires. The fan that is on that system is designed for tighter soil densities ****** dirt, etc.), and I made the correct call to not detract from the system by adding another point of suction. Had we not have been able to remove enough dirt, I would have added another point of suction which would give us equal mitigation as the system he has in place. I don't run my business off of anything other than honesty; I was honest with ***** from the beginning, and even spent hours of extra time between phone calls and driving to make sure that I was doing this to the best of my abilities. In my professional opinion, ***** will have to have another system installed to which effect I cannot provide that system for him. He will have to hire another company to do what I told him would be the next step from our very first meeting when giving the estimate in-person.

   

   

  Customer Answer

  Date: 08/06/2025

   I am rejecting this response because:

  When speaking to **** in October 2024, verbally he assured me he could get the Radon level to 4.1 or lower. The work was done in November 2024. I have repeatedly called, texted and emailed **** and have received no response from him! It took me contacting the BBB on July 7, 2025 to get him to respond! He stated after installing the first pipe that if the Radon level of 4.1 was not achieved another pipe would need to be installed- which he said he would return and do. I did not stand over him, I did ask some questions as to what they were doing and did observe them working. Nothing was said or conveyed to me about that. I do not let anyone whom I just met have free run over my basement area. Too many valuables are there! **** did not say anything about the test device not being able to be touched! **** became visibly upset upon the return visit when the test result was faulty due to the device being moved/hit. I am unhappy with **** and High Country Radon Solutions. At no time did **** tell me I would need to get another company to finish the job he started.

  Based on ***** response I do not want him back on my property. I will contact another company to finish the job.