Complaints

This profile includes complaints for EcoDry Restoration's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  EcoDry Restoration

  1394 N Farrell Ct Gilbert, AZ 85233-1901

  
• 

  EcoDry Restoration

  PO Box 14523 Mesa, AZ 85216-4523

  

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:11/16/2024

  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.

  damaged item and failed to assure job was completed by partnering company, **************** after paid by home owner insurance company.

  

  Business Response

  Date: 12/06/2024

  We will contact the customer today regarding the damaged item in the home and resolve the issue, customer signed off on our certificate of completion and I don't see any internal notes regarding customer contacting us regarding a damaged item. Ecodry is a water damage remediation company and we completed our services in full, our contract is not coordinate rebuild nor de we require our customers to use any specific rebuild company. We can communicate with the customer to resolve any misunderstanding regarding the rebuild.

   

  Sincerely,

  Ecodry Team

• Initial Complaint

  Date:05/21/2024

  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.

  Plumber ***** from Persision plumbing came out referred water restoration company *** Dry clearly said I work with this company and they will come and open things up, for FREE then I will come back and see whats causing the leak. Few days Austin *** dry rep called came all confident, saying that there was nothing to worry about that it would be approved etc . And that they would cover my deductible. I clearly asked him if he needed approval prior to doing this work from the insurance the answer was clearly NO. So Im like ok it really is free especially since there was never a price discussed prior to demo if the claim was not approved. Otherwise I would have declined for sure . Now the home owners insurance has denied the claim saying it was a slow leak. And surprise surprise ****** stopped responding to texts and calls. Insurance rep also stated to me company has a bad reputation of cutting stuff out to try to scam the insurance, and customer basically knowing it wouldnt get approved. So now im trying to remain calm, as a mother of 5 barely getting by, my kids have no bathroom to use as all. Sad to know this is how some business operate majority of familys are just out here tryna make it an they try to pull this mess. The plumber and who ever is working together in this scam needs to be stopped, its unethical and unprofessional to run an operation is such a manner. Up charging, mountains of charges, also we asked the worker while they were here was there any mold found and the answer was no, but according to the report shows different. I would never ever recommend ECO Dry to anyone they will try to smooth talk and play nice to reel customers in. This is something that needs to be dealt with in a court of Law so they can change these horrible businesses practices . I wont be taking responsibility for any bill due to the crookedness, and incorrect information given my the company and affiliates, it will have to be handled in a court of law.

  

  Business Response

  Date: 07/09/2024

  Hello,

  Communication with our customers is important to us regardless of which stage of the process we are in. We do offer a free initial inspection which is what im assuming the plumber was referencing. If there was poor communication by staff it will surely be something we want to address. I will have management from ************* reach out to you promptly and be as helpful as we can for you. I am confident we can reach a solution.  We are committed to providing a good experience for you.

   

  Ecodry Team

• Initial Complaint

  Date:04/22/2024

  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.

  It appears that this restoration company may submitting inflated bills through a third party claims ****************** called One Claim Solution for services not rendered or inflated billing. The insured is usually an innocent victim in this process. When the insurance company refuses to pay more than what is reasonable and necessary, the third party billing will pursue the insured for additional money.

  

  Business Response

  Date: 05/07/2024

  To whom it may concern,
  
  We have reviewed the complaint and are on standby to address the concerns of ************************* Ecodry has utilized a 3rd party collection company, One Claim Solutions, but that does not prevent insurance adjusters regardless of insurance company from communicating questions or concerns with Ecodry directly.
  
  Ecodry also utilizes an Assignment of benefits contract for our customers that allows ********************** to negotiate directly with insurance companies or seek an independent appraisal review to settle the invoice if a timely agreement isnt reach with insurances carriers.
  
  Ecodry goes to great lengths with our documentation of jobs scopes and services rendered in order to help justify the invoices we submit to the insurance carriers or customers. If ************************ has a specific issue to present with an invoice or invoices they have received from Ecodry we would be glad to review the invoice with them until concerns are answered.
  
  Ecodry Restoration
  ************
  

• Initial Complaint

  Date:02/14/2024

  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.

  2/09- company arrived at **** and tore apart my kitchen; company removed my sink, counter top, **************** washer Company cut my cold water line to my sink; company said they would fix it Company broke my handle on my dishwasher; company said they would replace it Company said my kitchen would be completed in 5 days; I currently have no kitchen & no temporary sink they told me I would have!2/10- company came at **** to pick up fans and sign documents; I refused to sign 2/13- unable to get ahold of company 2/14- unable to get ahold of company

  

  Business Response

  Date: 02/20/2024

  Hello *******, 

  We are sorry you are having to deal with this. Looks like we have an open line of communication with you at this time and are resolving the current issues at hand. We are committed to resolve all concerns and make sure you are taken care of. If you need any further assistance please reach out to our office at ************

   

  Thank you! 

  EcoDry Team

• Initial Complaint

  Date:02/12/2024

  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.

  There's a couple of issues. The main issue being, EcoDry came to my property on Tuesday, December 5th 2023, and dried up some water. From that time, EcoDry will not get me the bill for their work. I need the bill to close out the home insurance claim. I'm on a time crunch because I need home insurance for a home I'm purchasing. In order to move forward with the loan, I need the claim to be closed. They've been extremely hard to contact. I've tried contacting them daily, but it's only every few weeks that they'll actually take my call. They've said several times "We'll get the bill to you today", but I still haven't gotten it. I need the bill ASAP in order to buy this house.Second, the company is shady. ****, tried to pressure me into having them rip out all the cabinets and counter tops. (I wasn't at the home because it was a rental and I was out of town). Luckily I told him no. Come to find out, there was BARELY any cabinet damage. Not even enough to warrant a repair whatsoever. He was being sketchy about the home insurance too. It was my first time with a home insurance claim, and he kept saying, wait for us to call them and we can get you a kitchen remodel. Which I did wait for a couple weeks, but the longer I thought about it, the more sketchy I realized they were. He also did not do a good job of documenting the damages. 2 months later and I need that *************. It's funny that I would have to complain about them not charging me money, but it's come down to that because they will no longer *************. My desired resolution will be to get me the bill in the next couple of days. If that doesn't happen, there's a good chance I lose ******* money on a home, and I'll need them to cover that $5000.

  

  Business Response

  Date: 02/20/2024

  We have been in communication with ********************* various times recently and per **** resolved his concerns, we did not submit an insurance claim, we had an out of pocket agreement for dry out services which we completed. We also followed up with a phone call Friday 2/16 As we saw his complaint was still open but did not receive a response back. If there are any other issues we are standby to resolve them.

• Initial Complaint

  Date:01/18/2024

  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.

  Note: Both Eco Dry and RMJ Construction are owned by *********************** On December 15th, ****, from Eco Dry, called me saying the water damage at my property was really bad, and that I needed to start a claim with my insurance and he would take it over from there. He assured me he had worked with HIPPO before and that it would be covered.I provided him with the claim number and adjusters information that night (12/15/23).Eco Dry started the job on December 16th, they took out all the drywall, destroyed my kitchen cabinets and broke my granite countertops. Cut multiple pieces of drywall out in my kitchen, bathroom, and linen closet.12/29/23 RMJ Construction came out to give us a quote but couldn't start working on the house until insurance approved it.Little to my knowledge, Eco Dry never sent insurance any proper documentation and they did all the work prior to the insurance adjuster coming out to the house.1/10/24 , Eco Dry finally sent over information to my insurance. The same day(1/10), my insurance said Eco Dry did not provide supporting photos of the visible damage to the kitchen cabinets, and they removed everything prior to the adjuster being able to see the damage. There are no photos of damage inside the cabinets. I personally do not live in the house, I live out of state. So I never saw proof, or understood the extent of the job.It wasn't flooding, no water was getting on the floor, and there was no mold. So there is no reason Eco Dry should have started the job without insurance's approval.We are incurring financial hardship due to the unreliable and unprofessional way this company has handled things. As of now, there is no end to this and we do not have the finances to rebuild our kitchen. It seems to me, they were trying to scam insurance by doing everything prior. and get more money out of HIPPO. They wanted us to use their construction company, RMJ Construction, to rebuild our kitchen since both Eco Dry and RMJ are owned by ***********************

  

  Business Response

  Date: 02/20/2024

  We have been in regular contact with the customer and are working towards a resolution. The customer's insurance has been very slow to respond recently to help finalize everything. Customer is aware that we are actively working to reach a resolution regarding her issues with the job.

• Initial Complaint

  Date:12/29/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is related to water damage in my kitchen on 12/16/2023. Based on the water damage from the kitchen drainage pipe broken inside the wall, the home warranty recommended ecoDry to restore the house. Ecodry representative came to the house and mentioned that they could work with my home insurance and get the payment and cover my deductible up to $1000. Based on that, ****** from ecoDry called AAA insurance and filed the claim. I told him to, do only the work that is approved by the insurance and start the work only after the approval from the insurance. But he told me that, the insurance company told him to protect the house and restore it. The next day his crew started the work cleared cabinets and cut many dry walls. Then ******* sent me a few agreement documents that we never discussed. I responded to the mail saying, I am not liable for any payments at any cause and work with insurance for any payments, do the work only after approval from insurance. However he did not respond to any of my emails and continued the work. After 3 days he responded that his company's work was finished and you needed to work with another company ( RMJ) to restore the house. I was told that ecoDry will coordinate from demo to restoration and work with insurance for payments. At the same time, AAA insurance inspected the home and said, leaks were existing for a long time and would not be covered. I communicated the same to ecoDry and no response and they are not taking any steps to restore the house. They sent me some documents to sign to confirm that work has been completed and satisfied. if no response within 72 hours then all the documents shared are assumed to be approved by me. I am stuck here to restore the home that ecoDry cut the walls and cabinets. They are not working with insurance to get approval. I sent a mail that it needs to complete within 10 days otherwise I will finish by my handyman and share the invoice with ecoDry and they can work with insurance to get payment.

  

  Business Response

  Date: 02/20/2024

  Hello, we are happy to have a phone call to discuss next steps. Each of our customers are provided timeline documents that explain what services Ecodry provides and where our services stop, Ecodry is not a construction company but we provide reconstruction contacts to our customers on that same timeline page at the beginning of the job to clarify the process as much as possible. It is generally a part of insurance policy's that is the homeowner duty to take action to mitigate damages in their home to prevent further damage to be considered for coverage. So it is very common for insurance to state things like that on a phone call. We will reach out to you shortly to understand your experience in further detail and help address issues.

• Initial Complaint

  Date:08/09/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Altered Price List. EcoDry Restoration has utilized an altered pricing list with the estimating software we both use. The system updates the average cost of each specific trade on a monthly basis, by zip code. EcoDry Restoration has modified the generated price list to what they feel is warranted based on their own standard. Modifying the price list is not a standard practice water mitigation firms engage in, nor charge their customers.*** Movers and Dehumidifiers. Upon examination of the dry logs, and review of the loss with industry certified technicians, there is no support of a dry time exceeding 3 days. Travelers allowed for the proper quantity, type, and sized equipment based on the volume of the room, class of water, saturated materials, and AHAM pints needed to be removed within a 24hr period.Negative *** Machines/HEPA filters. These items are reserved for particulate filtration or recycling of the air to remove airborne contaminates. This loss was not considered category 3, nor was there a presence of asbestos, mold, or any other harmful airborne particulate that would require the use of these items.Plastic Bags. Line items in the Travelers estimate for the demolition during the mitigation include bags for disposal.Labor Hours. Travelers estimate utilizes Xactimate Unit Cost, which represent industry standard material and labor costs to perform each trades specific action, based on the amount of material used/removed, or work performed. The costs are based on industry standard pricing for the area and is the common unit of measurement for water mitigation services. Travelers will not adjust the scope to reflect a time and material scope when the intended unit cost estimating within the Xactimate program is a sufficient means to quantify the scope of work performed.Emergency Service Call During Business Hours. This line item is intended to be used when a loss requires an emergency response and resources must to be pulled from another job immediately. I am unable to include for the service call during business hours as this loss was not requiring an emergency response.Overhead and Profit. EcoDry Restoration is charging a 20% markup for overhead and profit on the entire estimate. This charge is reserved for general contractors who must coordinate complex repairs and align significant trade involvement to complete a precise repair process. The service EcoDry Restoration performed does not require this level of coordination between trades, nor is this an industry standard for water mitigation companies to charge their customers.

  

  Business Response

  Date: 09/13/2023

  Hi ******,

  I see that your adjuster is expressing concerns over the invoice. It is my understanding that a new adjuster has recently been assigned to the claim. Our collecting department is more than willing to walk him through our line items and the justification for each, the collecting department is reaching out to this adjuster again today. If you have any questions regarding the invoice we would welcome a call from you to review each line item together. We have full confidence that we will reach an agreement with travelers and get this claim closed out.

  Best contact for us is ************

  if you request to speak with a manager regarding this issue we will be able to answer any questions you may have.

• Initial Complaint

  Date:06/03/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  According to your contract I can't go after you legally for what the contractor does or does not do if I agree to use your contractor to receive the $1000 contribution to my deductible and that I need to go after the contractor. First of all, WHY ARE YOU SENDING A CONTRACTOR THAT ISN'T LICENSED WITH A ROC and doesn't know what they're doing!!! What recourse do I have with this? It's been close to 11 months without a kitchen!!! Blue Fox Construction has done nothing but lie to me, prolonging repairs with an attitude of I'll get to you when it's convenient to them, pulling the guy that was actually doing the work to another job, THEN, not only do the cabinets not fit, the counter tops don't fit and were damaged AND chipped the sink. They had the nerve to go to my insurance company and to ask for more money when they should have been the one's taking responsibility for this, since they are the one's that damaged these items. The cabinets were supposed to have 2 drawers and 1 drawer shows up, the inside of the cabinet were supposed to have a half shelf and whole shelves show up and they cut them in half. One of the cabinets showed up with a pull out, I didn't ask for that. I am so angry and stressed out to be put in this situation especially when my mother had just passed away due to being murdered and going through a law suit for it. This all started 7/21/22 and I'm getting nothing but run around to try to get resolution. I TOLD YOU ALL THAT I DIDN'T WANT ANY MONEY COMING OUT OF MY POCKET EXCEPT MY PORTION OF THE DEDUCTIBLE, now I'm having to fork out close to $14,000 OUT OF MY POCKET to fix what's been botched by the contractor. By the way, Blue Fox Construction doesn't know the difference between primer and paint. Really, and you send these people out? What a joke!!!

  

  Business Response

  Date: 06/07/2023

  Hello ******,

  Blue fox is no longer a recommended vendor by Ecodry, however it was our understanding that they had a license. ********************** strictly handles the water damage remediation on job sites. Customers aren't under any obligation to utilize our referrals for reconstruction but we often will refer someone in the event the customer doesn't have their own contractor to work with. Our system is showing that your claim is covered through State Farm which included the mitigation work and rebuild but we aren't privy to what the breakdown of funds was on the recon side of things. We are happy to get on the phone with you to better understand the situation but Ecodry does not offer *********************** in house.

  Thank you

  Customer Answer

  Date: 06/07/2023

  Per your contract, I have to use the contractor that you send to utilize EcoDry contributing $1000 towards my deductible, which I did.  Do you not know you're own contracts?  I suggest you read it!  The contractor is unlicensed, you being "under the impression", doesn't make a very good answer, it should be matter of fact and documented as a company for your records before you send contractors to the client.  What kind of business are you running?  Yes I know you all don't do the repairs/rebuild, but EcoDry has put me in a position where I'm going to have to "out of my pocket" approximately $14,000 to fix the botched work that the contractor YOU sent to my house.  Based on your response to my complaint, I'm being brushed off and told sorry about your luck and this is what's making me really angry.  No worries, I've been in weekly communication with Channel 3 Arizona's Family On Your Side Call For Action for a while and I'll be letting them know that I'm being blown off instead of you all stepping up to the plate to help with some type of resolution.  Have a nice day, perhaps I'll see you on Channel 3 news or in court.

  

  Business Response

  Date: 06/09/2023

  Hello,

  Our intention is not to blow you off by any means. We would look forward to the opportunity to speak on the phone with you to discuss this situation fully, in good faith. We do know our paperwork very well, the deductible assistance agreement is not a work authorization contract for the recommended contractor in any way shape or form. You are always at liberty to select whatever rebuild contractor you would like, you would just not be eligible for deductible assistance from Ecodry. Again we are more than willing to communicate. Is there a date and time during business hours that we can schedule a call with you to further the communication?

  Thank You

• Initial Complaint

  Date:06/01/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  First, despite calling themselves a restoration company as titled in their website eco Dry restoration, this is strictly a demolition and mitigation company only. I had a water pipe burst in my house which cause water damage to a bathroom wall, garage wall and garage closets. This happened 05/17/23. They indicated that they would do the demolition and mitigate the damage, once that was completed one of their contractors would come and do the repairs/restoration part. ***** who came to my home and provided me with the quote assured me that is how they work and is a smooth transition. I would be assigned a project manager for this and that there should not be a problem. To this day I have not met a project manager. They also asked for full payment up front which I found it odd because if I had gone with my insurance they would have not received payment until the project was completed. Their crew was at my home the following day to do the demolition. They boast themselves in their website with phrases like We treat your house as if is our won. That could not be farther from the truth. The plan was to re -use the bathroom vanity. Before they do any work they make you sign a waiver in case they brake countertops that need to be removed. Well, I can assure you that they did not even attempt to not break the counter top. In fact, the crew was not even planning on telling me they had broken the counter top, I saw them and asked them. Their response was well that can be repaired. Their work was careless. The following day a contractor called me and stated that he wanted to come to my house to see what needed to be repaired and if I had look at new closets/cabinets for the garage. I told him that was told that the garage closets were included in the quote but I was told the price could be a bit higher than quoted based on the closets used. Clearly this contractor was misinformed just like I was. That same day a member of Ecodry came to check the moisture level and determine if the equipment could be removed. He asked me to signed several forms electronically. One of them was a certificate of satisfaction which I refused to signed and I told this person why. He passed on my dissatisfaction with members of his team and I received a called from a manager named ***** . I told him what had happened to the countertop and the miscommunication in regards to the garage closet. Unfortunately the closets were not part of the quote and that I would have to pay for them; however, he did say that EcoDry would pay to replace broken counter top. I verbally agree to these terms with him. The following day I received another call from EcoDry asking if I could sign the certificate of satisfaction which I again refused to sign until the work was completed. As of Today (06/01/23), I have not heard a word back from EcoDry. 05/29/23 I received a text from a contractor indicating when could they come to start working. I replied that I had already hire a contractor that complete the work. I have called EcoDry twice and left messages and have received no response. They did not follow up with the contractor to ensure they would communicate with me . They never replace the counter top that they agreed to replace. As seen with other complaints here, they have no accountability. It is always the other contractors fault and not theirs. Once again, This is not a Restoration company which is false advertisement as per their website title and Arizona commission corporation registration.. I warn them early on of my dissatisfaction and even then they chose not establish an adequate line of communication to ensure there was no further misunderstandings.

  

  Business Response

  Date: 06/02/2023

  Hello Gibrham,

  EcoDry Restoration is strictly mitigation company. We handle the removal and dryout of damaged building materials. *********************** aren't advertised on any of our platforms. That is why we introduced you to a repair company and made sure to keep estimates completely separate. We understand that there may have been a communication error and workmanship error with the vanity countertop. Per our conversation on 6/1/2023 we came to an agreement with the countertop. We are more than willing to work through any issues you may have and make sure we can close this out amicably. Thank you *******. Looking forward to speaking with you again.