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:05/03/2025

  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 hired this company to help with a restoration issue after a water leak happened in my upstairs bathroom that affected both my bathroom and kitchen and caused mold. This water leak occurred in early October. The company came in very quickly and took out my cabinets and got rid of all the mold and was very prompt with that part of their service.But once they had my kitchen and bathroom destroyed, they ceased responding to my phone calls and texts concerning when they were going to make repairs to my house. My phone calls and texts were ignored to a point that I had to make a trip into the office and file a complaint with the owner. I was told that home insurance was causing delays and when I spoke to my insurance representative he had never even received the paperwork for an extra approval we needed because of an mis-measure on Drystars part. It took close to three months just to get the project to send in the request to the insurance company for the extra granite needed for my countertops. I have had work scheduled repeatedly and had it canceled on me,in which case I have lost not only money for myself, because I couldnt work, but *** had to pay other employees in my business to cover my absence which has cost me significantly financially. It is now May 3, and I still do not have this job completed.. On May 2, I was told the installers with granite countertops would be installing on May 3 in the afternoon, so once again, I had to use vacation and pay employees so that I could be home and prepared to let them in my home. They have never called or shown up and will not answer phone calls or texts. We are going into the seventh month and I am still missing all of my countertops, my baseboards, painting, and other miscellaneous repairs that still have to be done due to therestoration. I have paid them half of their money, and therefore am being held hostage for them to complete the job

  

  Business Response

  Date: 05/12/2025

  Hello ****,
  Thank you for taking the time and reaching out to **. I do apologize for any delays that may have taken place. I have reviewed the file, and have located an area that may have led to some of these concerns. I apologize for the treatment you received from one of our former employees, that was managing this job. This should not have been your problem to deal, with so for that, I truly apologize. For the other delays, I do show we did send out a supplemental request on multiple occasions, and followed up with the adjuster on the supplement for the countertop, with no answer or future in sight. It was not until we heard from you on 2/20/25, that we knew there was movement on the supplement. I apologize if there was any non communication in regards to those attempts. Once we had the supplement approved, we began attempting to get scheduled. There were some issues between the former project manager and the stone installer, so that was outside of our control. Once ****** took over the job, however he got them out there on 5/3/25 to get that all finished up. The remaining work is going to be the final touch **** which we are ready and prepared to schedule. Currently, we are just awaiting a time it would be best for you, as to our understand you recently had a surgery on 5/8/25. Please let us know what date works best to get someone out there to finish the touch ups. 

• Initial Complaint

  Date:03/06/2025

  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.

  From September 30th, 2024, until around February 22nd of 2025, I have been unable to obtain a completed breakdown of the cost of repairs for my house. I have requested this on multiple occasions to see what my overdue balance is and to pay for what I was responsible for. On October 10th, 2024, I received an email from Will *****, with a final bill for the outstanding balance in the amount of $1,853.47. On November 18th, I received an email from **** ********************************** with a final bill for the outstanding balance in the amount of $1,347.81.On December *******, I received an email from **** with a final bill for the overdue balance in the amount of $1,347.81, this was followed by an invoice from Invoice@drystaraz in the amount of $1,394.99 for the outstanding balance. Finally, I spoke with a representative on December 25, 2024, and was told a payment in the amount of $1,394.99 would settle the bill in full for the outstanding balance. That payment was made the same day, as i was advised this was the total remaining balance and would complete this process. After the claim was settled, I was advised that a new additional charge was now needed, and I began receiving threatening requests for a new payment that just appeared in the amount of $652.19. The last communication that i had with ******* ******* was via email on February 12th, 2025, after receiving her voicemail and her email. In both her email and voicemail, ******* stated that $652.19 was the amount that needed to be paid to settle the overdue balance on the claim. Additionally, a letter was received in the mail stating that $652.19 was the amount to be collected for the overdue balance. Now I am being threatened and harassed to be sent to collections, and am being harassed for an additional $3,451.16

  

  Business Response

  Date: 03/07/2025

  Hello and thank you for bringing this to our attention. The money owed is for MITIGATION. That is the emergency demo and dry out, along with the needed antimicrobial to prevent mold etc. The $1394.99 that was paid was for the REPAIR portion, or the amount to put back the removed/affected materials. Both the mitigation and repairs were approved by the homeowners insurance company. The homeowner will be responsible for his deductible out of pocket along with all the money paid by his insurance company. YOU DO NOT PROFIT OFF AN INSURANCE CLAIM AS A HOMEOWNER. I am sorry the customer feels the amounts owed are not what he deems necessary, but his insurance company does and we expect to be paid the money he received from them. There will be no discount given for the work that has long been completed. We have done nothing wrong and have followed all the guidelines in the industry. Unfortunately if the amount due is not satisfied this customer will be moved to our legal team. Thank

• Initial Complaint

  Date:08/19/2024

  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.

  Scam, fraud, harassment

  

  Business Response

  Date: 08/19/2024

  This appears to be from an ex employee who didnt meet the standards dry star requires to be employed. We have seen several comments on social media and now here. At this time we will be forwarding this info to our attorney for prosecution. 

• Initial Complaint

  Date:11/11/2023

  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.

  Following an accidental plumbing discharge in our home, DryStar was called in by the plumber on the scene and began mitigation. After mitigation was complete, I chose not to have them stay on to complete the repairs and remodel. due to several concerns I began having about their integrity. I received a request from DryStar to pay $4221.21 for the mitigation. I requested an itemized invoice to examine the charges. Upon examination I saw that there were many items they were charging for services that DryStar did not perform, or did not perform as described. I produced a line-by-line detailed spreadsheet showing the items and offering photos to back up the adjustment of -$1467.89. I offered to pay the corrected amount of $2753.32 if they produced an invoice, after which I would go peacefully despite my disappointment in the lack of ethics and attempted cash grab by DryStar.******** at DryStar never once acknowledged the overcharges, or produced a corrected invoice, but rather "escalated" (their words) the collection process with phone calls and threatening emails. I told her that our insurance company is reviewing the charges and when they make a determination, I will pay the amount they say I owe. Still, DryStar is aggressively attempting to collect the full amount, one-third of which is fraudulent charges never performed by DryStar.

  

  Business Response

  Date: 11/13/2023

  While we always love seeing what someone thinks we should charge, we will be paid the amount the insurance company deems appropriate for this loss. It appears the homeowner may be attempting to profit off this claim. His statements are false, and we will have nothing further as our company attorney will be reaching out to this customer for slander. Thank You

  Customer Answer

  Date: 11/13/2023

  I have clearly and politely articulated my complaint. DryStar has never denied that they are attempting to collect for services they did not perform, or did not perform as described, which total over $1400. I have already stated that I will pay the amount the insurance deems appropriate, when they conclude their review of the charges which I have brought to their attention. I have zero ill will toward this company. However as a conscientious person I feel obliged to warn other consumers. I have no need to resort to "slander" (although their attorney should inform them that they mean libel). Their aggressive and threatening actions in response to this situation are now publicly known and with that they have brought the damage upon themselves.

  

  Business Response

  Date: 11/20/2023

  Our attorney will be handling this going forward. We did nothing wrong and will be compensated well over the ridiculous amount this customer thinks is appropriate. Being a general contractor doesn't mean we aren't worth being compensated. Again, ************** is currently drafting a complaint and will serve soon. Thank You

  Customer Answer

  Date: 11/22/2023

  Apparently in Dry Star's world, it's not wrong to be paid for services not performed, something they do not deny. Maybe this is the way the insurance game is played, as if there is all this free money out there for the taking. However, there is no free money; it's the consumer's money and it's the consumer who will pay it through increased premiums, and how dare they question it. I have never stood to gain from this exchange. as accused. My bottom line will be the same either way. If the insurance company wants to feed the machine, that's up to them. This matter is between them. At least light has been shed on this dishonest business practice.

• Initial Complaint

  Date:10/18/2022

  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 July 1, 2021 I had a flood under our kitchen sink. I contacted my insurance and they sent out DryStar Restoration. They came out and took pics and got on the phone with my insurance and started a claim right away. They would get back with me after they reviewed the details and looked over the estimates DryStar had given them. The quote I was given was for $8,000 - $10,000.DryStar came out a few days later and removed the cabinets, sink and dishwasher. They proceeded to but the cabinets on my back porch. My cabinets sat in my backyard for about 6wks. We had a rainstorms in Aug and my cabinets were soaked through. They would dry up during the day and then it would rain again. This happen for 3days in a row. I called DryStar they came out a removed my old cabinets and told me that the cabinets were still going to be resurfaced and that they could be repaired. I told them I was not happy with this because the wood was already separating. They told me my insurance company wouldn't approve for new cabinets. After arguing with DryStar I was told that either I go forward with the using the old cabinets or I can pay for new cabinets on my own. I am a single mom of 3 who doesn't get any support from my ex and I make minimum wage. So after being told this was going to ***********-8wks for the "renovation" they didn't start until just after Halloween 2021. DryStar has outside people they work with, ***** who was putting the "repaired" cabinets in, repainting all the cabinets since they needed to match and installing my kitchen sink. I was very unhappy with the job they did. The paint was runny, there a globs of paint on the corners. He was to repair the baseboards and just filled them with cauk. He installed my kitchen sink that has LED lights and installed that incorrectly. He didn't **** the sink corretly so we have more damage again under the sink. I have pics to show you. I really upset and my kitchen is not done. Phone calls have not been returned.

  

  Business Response

  Date: 10/21/2022

  This complaint is completely invalid. We performed the repairs at the property over a year ago and after completing the job concerns came up as payment was due. We made numerous attempts to walk the job and fix any issues but the customer would no show and we would waste time and money driving to the home and never get in. She would also only make the home available after 5:30 pm to begin any work which is just not possible in the construction industry. Again the only reason this complaint has come up is because for over 12 months we have been trying to collect payment and she continued to avoid us. This lead us to reach out to her ex husband (who was the policyholder when we started) and he paid us the amount due. I am not sure what refund she would be after as she never paid... At this point we made no less than 8 attempts to review the work and she didn't show after scheduling, or cancelled last minute. Our 12 month warranty has long expired and at this time I will be forwarding her information to our attorney to see if this warrants his attention. I refuse to have our company name slandered when we did everything possible to keep the customer satisfied. 

  Customer Answer

  Date: 10/21/2022

  I have the emails that were sent back and forth between ****** and myself and then with ****, the billing manager.  I also have history and times of when I called and left messages for the supervisor to call me.  I also can get a print out of the call history's between all of us.  Anytime I would call, the supervisor and **** would relay the message to ****** and  he would call me back.  I could never get **** to call me back until he reached out to me ex-husband.  I cancelled once in April when my sister came in from out of town to surprise me.  I let **** know and we did reschedule.  The following week ***** was a no show for that appt.  Again I have the text message to show you.  I got a call on a Thursday from **** telling me that I needed to call him back immediately to have the work done.  I didn't get to call him back until Monday or Tuesday because I had surgery.  When I did call him back he told me that it was to late and that ***** was suppose to come to my house that Monday to finish the job.  I tried to explain to him that I was not available do to personal reasons and he said he was closing the claim.  Again I want to pursue this.   As for me not accomodating them for time wise, I did.  I had taken so much time off to accomodate them just to be stood up.  ****** would text me and tell me he would me at my house at 4:00 only to show up at 5:30.  ********* when he showed up late I told him that I needed to leave at 6:30 to take my kids to sports.  As for my ex paying the balance of $4,000, I asked what that was for and even asked my adjuster, ******* what that balance was for.  The adjuster said it was for nothing and that everything was already paid in full.  

  

  Business Response

  Date: 10/25/2022

  This is completely false. We do not ever tell a customer "we will arrive at 4". We always give a 2 hour window every single time 100% of the time. That is our company standard as other appointments run late, traffic etc. We never look bad for being late because of the window we give. The amount our customer (her ex husband) paid was the amount due for the work that was completed. He had no issue paying us the money owed, I am unsure how this affects **************** as she did not pay the final bill. She is also not our customer as she was not the policyholder. There is no refund to give her as she did not pay. She dodged us for months which is why this job was from 2021 and her complaint was just made. At this time I am submitting her information to our company attorney and I will ask him to fully take over as I will not stand for slander of my business when we did everything possible to satisfy the customer. Thank You

  Customer Answer

  Date: 10/31/2022

  That is fine with me if DryStar wants to submit this to his attorney.  

• Initial Complaint

  Date:08/24/2022

  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.

  Dry star Restoration LLC 3045 N Norfolk Mesa, AZ 85215 ****************** Scamming Contractor Drystar Restoration has revealed the ugly truth shared by many victims on BBB of their predatory and fraudulent practices. I beg the BBB to take investigate this god awful company so that you may have a better understanding of the character and predatory practices and scheme of their operation which is enforced by their hired in house legal muscle team Ehmkel Law PC. To summarize, this business insurance scams works the following way: Contractor (AKA Dry star Restoration LLC in this specific case) through rental management companies (such as in my case) approach unsuspecting rental property owners especially out of state ones (such as myself) acting like a Good Samaritan: the contractor claims to the owner that insurance will cover their damages! Then they provide illegal incentives such as not charging the homeowner the deductible as an incentive to be chosen by these owners to repair the damage through insurance. Contractor offers to handle the claim on behalf of the homeowner. The contractor promises to deal with the insurance company and payment, for example, which is a normal thing requested by legitimate contractors. The homeowner agrees, trusting the contractor and wanting to avoid insurance headaches. Then, the homeowner never hears from the contractor again. The paperwork authorizes the contractor to receive the insurance payout. If not, the contractor then leaves the jobsite if insurance is not covering the claim and bills the homeowner regardless of the job not being performed or agreed to. This scam unfortunately works to shake off most rental property

  

  Business Response

  Date: 08/30/2022

  To whom it may concern;

   

  This is a very disturbing review to read. This homeowner has hired us before and had zero issues with our work. He is upset because his insurance company denied his claim and now he feels we should do the work for free and be compensated zero. As a business we have to be compensated for work already completed. I am sorry his insurance company denied his claim but that has nothing to do with Dry Star. Our collection company has this file at this time. I will also alert our legal team so they may get involved at this time. There are zero workmanship issues, only billing and only because he does not want to pay anything. Thank You

  Customer Answer

  Date: 09/06/2022

  this vendor was never authorized to do any work prior to my approval and insurance clearance. The vendor did not start or finish any mitigation or restoration. What they did was to invoice me as if they did and when I refused to pay them unless they finish the job they unleashed their legal team to intimidate and extort their Illegitimate bill. I have all the correspondence as well and invoices paid to other licensed contractor to do the mitigation and restoration work this vendor never did  perform. Buyers be aware

  

  Business Response

  Date: 09/06/2022

  Attached you will find the work authorization signed by the customer prior to work being started. We also have emails of the customer stating to get started and that his insurance would cover the loss. We had every intention of completing the repairs on this project. However, once the insurance company declined coverage the customer refused to pay for anything. We unfortunately do not do free work no matter the customer. The customer asked us to stop all work. So saying that we just didn't complete this is false. At this point I am going to have my attorney reach out to the customer direct so he can choose to settle his bill or not. Writing bogus reviews online will not get us to do free work. Thank You

  Customer Answer

  Date: 09/09/2022

   I never signed nor agreed to any Drystar written estimates, contract or agreements

  as it is stated in the Drysar . Any insinuation of such  agreement signed by me is a complete falsehood and nonfactual.  The signature provided on Drystar claim is fake and is not my

  signature. A copy of my signature is provided on my Driver’s License for visual

  See attached