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:12/10/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 31-Oct-02024, I purchased this Vendor's a Radon Test Kit for $24.99 + NJ sales tax, which came to $26.65. The Vendor advertised that the $26.65 charge included shipping, lab fee, and report generation. I then had to pay another $13 for shipping. I was then charged another $10 lab fee. The Vendor received the Sample on 13-Nov-2024, but despite the initial charge, the shipping charge, and the additional lab fee, as of today (10-Dec-2024), the Vendor still hasn't tested the Sample or issued the Lab Report. According to the Vendor's own paperwork, it's now too late for the test, as the Sample is no longer viable. This Vendor failed to perform as advertised, and delayed a home sale/purchase. As a result, I had to pay another Lab to run the same Radon test. Therefore, I would like this Vendor to refund my $49.65.

  Business Response

  Date: 12/12/2024

  We have no record of this person purchasing a test kit from our company. We do not sell test kits for the price the customer has indicated. The customer may have purchased from a reseller. Any promises made to this customer by a reseller would be between the customer and the company they purchased the product from.
  
  We cannot issue a refund for someone who did not purchase a test kit from our company. We advise this customer to contact the company they purchased the test kit from and recommend they seek a resolution from that company. 

  Customer Answer

  Date: 12/17/2024

    I am forced to reject and dispute the Vendor's response, because: a) I already contacted the Reseller (******) who instructed me to contact the Vendor directly, to resolve this matter; and b) to request from the Vendor a copy of its contract with ******, because said contract shows that the Vendor is, in fact, responsible. 

    The service included with this item (the actual radon test and report) does not come from Amazon.  It comes directly and solely from this Vendor. The Reseller fulfilled its end by shipping the product.  The Vendor has not fulfilled any of its obligation, which is performing the radon test and providing the test results and report to me, directly.  Apparently, this Vendor now tries to mislead the BBB, as well.
  

    Incidentally, I just logged in to the Vendor's site again (17Dec2-24, 11:33am) to obtain the results, and once again, the Vendor's website indicates that the results for my prepaid test are not available and are not being furnished. 

  Thank you BBB for your continued assistance with this issue.

  ~*****

  Business Response

  Date: 12/18/2024

  Hello,

  We are not the seller on ******, we do not sell any products on ****** and do not have any contract with them. I am sorry they are giving you incorrect information and wasting your time. You will note the product is not sold on ****** by our company, Alpha Energy Laboratories, but rather a different company.
  
  I hope that will provide you with better support and correct information. If not, I would advise considering a credit card charge back, as from what you describe it sounds like they did not meet their promises and it sounds like it would be an easy decision for the credit card company to rule in your favor.
  
  You are welcome to ask the reseller to contact me directly at *************** and I will do what I can to straighten out their confusion. I am sorry we cannot be of more direct assistance, but since we do not control the listing on ****** or any details of the sale, that limits our ability to both fix things like inaccurate website listings or to provide refunds.
  

• Initial Complaint

  Date:11/27/2024

  Type:Billing 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 sent in two samples to be tested for mold. Against my better judgment I sent my card information. Each test was $15. So I should have paid $30. They charged my account $45. I called them and they tell me their notes show that I sent in three samples, which is a lie. They need to be held accountable for all of these things they have done to others and myself. They are not competent and should not be allowed to continue to scam people

  Business Response

  Date: 12/03/2024

  This customer submitted three mold samples to our lab. This was verified by three staff members, including myself, the Vice President of the company. They are incorrect. They sent in 3 samples.
  
  However, our company made a mistake processing the samples. The customer indicated 2 samples on their form (despite including 3 in the package). Our staff should have contacted this customer to clarify what they wanted analyzed prior to charging their credit card, due to the discrepancy between the form and the included samples. This employee is new and had not encountered this scenario before. Because this was the day before the Thanksgiving holiday, and our staff member wished to ensure the customer received prompt results, so they chose to send all three samples to the lab for analysis immediately. Our procedure states that the customer should have been contacted, so this was a mistake and we apologize.
  
  We issued a $15 refund on 11/27 and cancelled the analysis of the third sample. **************** was closed on the 26th and 27th for the Thanksgiving holiday, however, we always have lab staff working, and they promptly addressed this after their Thanksgiving holiday. This customer contacted us initially on the 25th, shortly before our business closed for the holiday. They spoke with our customer service manager, who is not in the same physical location as the lab, and who needed time for a lab staff member to double check the samples. This customer was apparently unwilling to allow us time to investigate the issue.
  
  I am unsure as to what resolution this customer wants, as we have issued a refund, at this customer's request, and are currently analyzing the two samples the customer wished to have analyzed. 

• Initial Complaint

  Date:01/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a complaint with Alpha Energy Laboratories customer service. After two separate short term radon tests were carried out using Alpha, I planned mediation and ordered the 90 day kit so I could confirm correction of the problem. The kit ( which is essentially a packet of absorptive substrate) was received months before the actual system was installed, but was misplaced/lost.MY FAULT! So I called customer service, who confirmed they could see that I had ordered but never returned the kit for testing ( can we agree that the cost paid for the kit is in the testing for radioactive radon particles in parts per million, not in the packet of charcoal they sent), explained what happened, and asked if they could send another kit, the answer was NOwe cant do that, you will need to purchase a new kit! My request to speak to **************** manager was a dead end, as was my request to speak to *********************, President of the company..I really just wanted to know whether this lousy treatment of customers was pervasive throughout the company, or just with the snippy feline rep I spoke to, who may have been having a bad day.Homeowners have many choices when it comes to companies they use, and reuse, based on quality of the product as well as the after sale care and appreciation for customers. I have had great experiences with many companies over the span of 8 homes in 37 years, so had, it turns out, unrealistic expectations of this one.

  Business Response

  Date: 02/02/2024

  I'm sorry that you are unhappy with the response you received. I have confirmed our agent correctly applied our company policy. I have listened to the call and our agent was professional and polite. It seems to me that you are primarily unhappy that you could not immediately speak with the owner of our company, and that we denied a free replacement for a product you lost.
  
  We believe in providing our customers with high quality, affordable radon testing devices. Our policies and procedures are built around doing this.
  
  Were we to offer unlimited replacements for customers for any reason, our costs would increase significantly. This means we have to charge more for our product. This means you have to pay more. We do not believe it is right for customers who properly use their test kits to pay for those who lose their test kits. We do track who we sell test kits to, and how many of those tests are used. This is used to build our pricing. Our pricing model is built expecting a certain percentage of tests to never be used and returned to us. This allows us to reduce the cost of the test kit to our customers. What you are asking for would require us to increase the cost of the test to our customers - and the cost would be primarily carried by the customers who successfully used the test.
  
  You are correct that much of the cost of a radon test kit is the cost to analyze the device and the associated services with that. You are incorrect about the technology used - the test you had, a long term test, does not use charcoal or adsorbent of any type. While a short term, activated charcoal test is relatively inexpensive to manufacture, a long term alpha track test is not inexpensive. They are costly to produce and to ship.A long time ago, we used to offer discounted replacement test kits to customers for any possible reason or mistake they made - including a lost test, a failure to follow directions - anything at all. We offered these at our cost. We had to stop this practice due to a large number of customers calling it a scam to get more of their money. Customers hated our offer. They left terrible online reviews. Our good faith effort to help customers was met with accusations of us trying to scam people for more money.
  
  I therefore made the decision that we will replace a test for free if the issue is due to no fault of the customer - such as a test lost, delayed, or damaged in the mail. We would not replace the test for customers who made a mistake that was within their control. We would not offer discounts for customer-fault situations. We would keep things clean, simple, and fair. I still stand by this decision. Practically, it has resulted in a better online reputation for our company than when we offered discounted replacements for anything at all.

  Customer Answer

  Date: 02/03/2024

  I have reviewed the business response and have decided to accept this resolution, however unsavory, since they did reply, (my only direct request). 

   

  If the lost test kit ever turns up in cleaning out my basement, I will be sure to use it and send it in for testing.  

• Initial Complaint

  Date:01/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 12/22 I I used my OK Mold test kit and on the paper it came with it recommended I purchase their shipping labels to ensure warranty. After registering the test kit online the disclaimer came up stating that purchasing their shipping label (at a higher than normal price elsewhere) would ensure that I get a new kit and shipping label if my test kit didnt make it within ten days (the test could then be inaccurate it says) So after ten days I reach out since I noticed my kit hadnt arrived or even moved in over a week. The response I got was Mold samples do not have a timeline in which they expire or need to reach the lab. So I replied with the disclaimer on their website (the one I received AFTER typing in which test kit I was registering to which they replied again with The 10 days is for radon test kits as radon is a decaying particle, Mold is not. Please give the package 30 days to arrive in the lab, if it has not arrived in 30 days we will replace. My issue is not just being charged more thinking my kit wouldnt be any good but the clear deception. No where did it say it was only that kit, they didnt leave a disclaimer letting their customers know it wasnt necessary for that certain item. I needed to know much sooner than what I am finding out now. Their promise of results in 5/7 calander days after receiving (10 day delivery guarantee) is now turning into a waiting game. I spend over 70 dollars on this and just want my money back at this point.

  Business Response

  Date: 01/18/2024

  Hello,
  
  I apologize for the poor experience and will do what I can to assist. Firstly, please accept my apology for the mailing issue with your test. Our customer service team did not correctly apply our guarantee. This should not have happened and is our fault. We will take steps to re-train our customer service to ensure this doesn't happen again.
  
  Mold test kits do not expire in transit, so in most cases, it is faster to wait for the original test to arrive in our lab than to replace the test and start over again. However, this is supposed to be your choice - not a requirement. I apologize that this choice was not given to you as it should have been. It appears we mistakenly applied policies related to our radon product to your mold test, amongst other errors.
  
  As far as what we can do to assist:
  
  1) I will process a refund in full of $72.50. Since shipping has been delayed significantly, we can absolutely refund shipping. Since you have requested a refund on the lab fees, I will process that refund as well. The refund is being processed today, 1/18, and you should see it appear on your account in a few days at most.
  2) If your test is delivered by ****** we will log it in our system. Due to our mistakes, I have marked the fees associated with your test as paid - so if your test does arrive, you will not need to submit payment. If you do not wish to use this test any longer, no action is required on your part. If you prefer, I can completely halt analysis of this test in our system so you will not receive any lab results or notification from us, and the test will be discarded once received. Please let me know if you'd like us to place this halt.
  3) We can send you a new test, if you would like. There is no cost for this new test. Due to our mistakes, I will include a free ***** Overnight return label with this new test. Our typical policy for lost/delayed tests is to provide you with a replacement and a new label. I understand if you do not wish to receive this test, but I wanted to at least offer. If you'd like a new test with an overnight shipping label, please let us know. Just as above, I will waive the analysis costs on this new test if you prefer this option.
  4) I have contacted ***** to start an investigation related to this package. In most cases, ***** is able to resolve these issues and deliver the package, however, it is possible that it might be lost. In either case, the replacement offer is still available to you.

  
  I sincerely apologize for our mistakes, your poor experience, and the delivery delay with *****. We should have done better and I'm sorry we let you down. You can directly contact myself, *******************, the Vice President, at *************** if you require any future assistance or want to speak with me directly. 

  Customer Answer

  Date: 01/18/2024

  I have reviewed the business response and accept this resolution.  I really appreciate the effort to resolve this issue! Thank you.  I do believe my test kit is lost as I contacted ***** over a week ago and they agreed. I would really appreciate another test kit if that is the case. 

  Customer Answer

  Date: 01/28/2024

  The company never sent the replacement kit that we agreed upon in their reply. I actually havent heard anything at all from them. 

  Business Response

  Date: 02/09/2024

  ********,
  
  I'm so very sorry, I made a mistake and this is my fault. I typed your order into our system but neglected to "receive" the order which ****s it as ready for shipment. 
  
  I have no excuse; I failed to take care of this properly and I'm deeply sorry.
  
  I have just fixed this error and a new test will be shipped out to you today via ***** Priority Overnight. A prepaid Priority Overnight return label will be included as well. All lab analysis costs are waived for this test, please send in as many samples as you would like. Please **** the samples for **** on the sample form and we will expedite your lab results at no cost as well. 
  
  I sincerely apologize for my careless mistake and the delay it has caused in receiving your replacement test. 

  Customer Answer

  Date: 02/14/2024

  I sent in the samples and was told they would be marked as paid on the companys side but I just received this email. 

  Customer Answer

  Date: 02/19/2024

  I am rejecting this response because:   

  I sent in the samples and was told they would be marked as paid on the companys side but I just received this email. 

• Initial Complaint

  Date:03/23/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I sent in a test kit so I can have my basement tested for Radon. We sent it in on the 9th of March and have heard nothing back. I attempted to contact customer support through their website and have been in the chat waiting for almost 2 days with no response. I left a bad review on ****** and they responded to that within 1/2 hr but still have not helped me with the results which is already paid for

  Customer Answer

  Date: 03/27/2023

  This issue was resolved as they sent me the results from the test. But my complaint still stands