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:02/25/2025

  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 was having water in my basement from a crack. A representative from B-Dry came out and indicated there might be an issue with a basement wall and recommended removing drywall so they could get a better idea of what was needed. I did this and the representative came back out. There were a few more cracks but he indicated no major issues with the wall and patching the cracks was all that was needed. I was relieved and signed a contract and paid a deposit of $********* I was getting ready for the work - removing items along the wall with the cracks, I noticed other cracks that alarmed me. I contacted two other companies to double check and make sure this wasn't something more. The other companies came to the same conclusion, the cracks that B-Dry wanted to patch were symptoms of the wall actually moving and tilting inwards - more repairs were needed. I decided to move forward with repairs with one of these other companies.I reached out to B-Dry advising them of the above and asked for a refund. I have called several times and texted the person with the company who provide the bid - no response and no refund. Since B-Dry did not accurately determine what the problem was, I did not feel comfortable asking them to re-evaluate the issue.

  

  Business Response

  Date: 03/17/2025

  We are sorry to hear that you did not trust our evaluation of your property.  When walls are covered by drywall or other obstructions and those obstructions are removed, changes to the scope of work are sometimes required.  While we wish you would have allowed us the opportunity to address these new concerns, we are happy to work with you to return your deposit.  We have made multiple attempts to contact you to resolve this issue and have not recieved any retun communication. Please contact us at ************ and ask for *******.  Thanks.   

• Initial Complaint

  Date:05/29/2024

  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.

  We have water in our basement, in the same area that B-Dry solutions completed a trench. The service was rendered a few years ago. Since that time, every call to the company has been a nightmare. Respondants have fail to call in a timely manner, laughed at our concerns, demanded one thing or another - use foul language, hung-up, etc. In short, they have made excuse after excuse not to return to our home and EVALUATE the situation...so much for a life-time warranty when the company is NOT committed to reviewing their installation. Our insurance agent recommended we call and ask them to come and review the installed system, they refuse to come unless we remove the dry wall = for how much area or why? The trench is in the floor?

  

  Business Response

  Date: 06/05/2024

  Customer contracted ********************** to do a partial waterproofing system on a portion of their basement in December of 2017. At that time the customer declined to purchase wall protection for their waterproofing system (see attached contract document Page 1).  Customer first contacted us on 4/24/24 concerning a leak coming from behind the drywall.  B-Dry Solutions advised customer that per the contract agreement, the customer must remove the drywall and flooring for B-Dry Solutions to inspect the system and determine the source of the leak (see attached contract document page 2 - item 4) .  Customer immediately threatened legal action and was unwilling to follow the contract agreement.  B-Dry Solutions service technician contacted the customer on 4/29/24 as a follow up in an attempt to rectify the situation. B-*** Service technician advised the customer that he would gladly come out to the residence but that without the removal of the drywall it is likely that he would not be able to determine the source. During that call the customer informed our service technician that they believed the egress window was the source of the water issue.  B-*** service technician informed the customer that It would be the customers responsibility to correct the window leakage as basement waterproofing does not cover window leakage.   After that phone conversation B-Dry solutions was under the understanding that the customer was in agreement and was going to correct the window drainage/leakage issue.    

  on 5/29/24 customer again contacted ********************** complaining about the same leak.  B-Dry Solutions service technician again notified the customer that they needed to remove the drywall for us to determine the source of the water and to determine if it is a warrantable item, customer again declined to follow the contract agreement.

  Customers options are:

  Option 1: Pay the required service fee for our technician to evaluate the situation without removing the drywall, which will likely result in no findings or solutions.

  Option 2:  Follow the contract agreement and remove the drywall so that the source of the leak can be determined, once the source is determined we can evaluate it and fixed it under warranty if applicable or customer may require additional work that was declined on the original contract.   

   

  

  Business Response

  Date: 06/05/2024

  Attachments for response. 

  Customer Answer

  Date: 06/06/2024

  Clearly, we remember conversations differently, as we have called more than the dates and times indicated, and every employee has been rude and dismissive at the suggestion the system they installed could possible be faulty, or poor workmanship. For example, one guy laughed and said that their system was not at fault - without inspection - this does not seem like a company willing to honor a so-called life time warranty.

  We were not informed as to why the drywall only that B-Dry would not likely find any problem with their work without the drywall being removed.  In addition, their request to remove the drywall is a very open-ended: how much - where? How will I know if the section of drywall is the right section to remove? It seems like a slippery slope for the homeowner to blindly be asked "remove the drywall... and now flooring!" This response is the first I am hearing about removing flooring; again, no context how much and where? What amount of flooring and drywall will they need to removed? We will remove both but will need a lot more clarity about the removals.

  Yes, there is water in the basement from the window because it the water is not draining into the trench they created in our basement floor.

• Initial Complaint

  Date:05/24/2023

  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.

  I have a property in Belleville, Il that I purchased in 1990. The previous owner had a wall anchor system and waterproofing system installed by B-Dry Systems out of Highland, IL. The system has a "non-expiring Full Warranty for the full life of the structure, regardless of ownership" I am in the process of trying to sell this property and the walls are bowing and cracked and there is water leaking into the basement in several areas. I had B-Dry representative come out who tried to sell me additional services and said only a couple of the wet areas were covered under warranty. When I told him I was not interested in purchasing additional services and would just like to schedule to have the covered items repaired, he scoffed at me and said "good luck with that" and left my property. I have called their office and complained about the very unprofessional manner in which I was treated and asked to talk to a supervisor/owner and tried unsuccessfully to schedule the items that were said to be covered under warranty. I have since called 3-4 times requesting a call back from a supervisor/owner. I have not received any response from this company. The warranty clearly states that it is non-expiring for the full life of the structure, regardless of ownership. Thank you for your attention.

  

  Business Response

  Date: 05/25/2023

  B-Dry did not install anchors or any wall support devices at the customers property. It is our understanding that the anchors were installed by another company.  B-Dry did not offer anchors during the time period the customer is claiming them to be installed and the customer nor B-Dry has any records of such.  It is our understanding that the customer has proposals by Dannett Corporation for the installation of anchors and the customer would have to have them serviced by that Corporation.  

  B-Dry nor the customer have any contract of waterproofing services at the subjects residence.  The customer is required to produce a contract for warranty services however, the customer did produce a warranty certificate and B-Dry is willing to service the areas that were waterproofed.  Areas waterproofed are clearly defined by areas in which rigid sealer sheeting was applied on the walls and piping system was installed under slab.  Waterproofed and warrantied areas include only those areas and the warranty starts and stops where the sheeting and piping starts and stops.  Customers do not get to have partial systems installed and have a full warranty on the basement.  At this residence a partial system was installed and therefore a partial warranty applies.  Unfortunately, the current customer does not understand the limitations to the warranty, this is understandable because the current customer was not involved in the contract negotiations.  The customer at the time of installation (over 30 years ago) selected a partial system with sheeting only covering the bottom 2' of the wall and did not have a fireplace area waterproofed, therefore these areas would require additional work at a cost to the customer.  B-Dry's representative visited the customers residence free of charge and explained to the customer the areas that were covered under the warranty and offered a quote for repairs on areas that were not covered under warranty.  However, the customer is requesting areas in which waterproofing was not installed to be serviced and is requesting us to warranty wall support systems that were not installed by us. 

  B-Dry is willing to service the areas waterproofed, however areas not waterproofed there will be a charge for services.  B-Dry will not service wall anchors that were installed by other companies. 

  Customer may contact management at ###-###-#### for further discussion.  

  Customer Answer

  Date: 05/30/2023

  Complaint: ********
  
  I am rejecting this response because: The warranty that I presented to B-Dry states: "Licensee fully warrants the areas waterproofing with the B-DRY System to be free from leakage for THE FULL LIFE OF THE STRUCTURE, regardless of ownership, and will, at NO COST TO THE CUSTOMER, provide such labor and materials as required. There are no written or implied limitations concerning "partial system or partial warranty" as suggested by ******* Steiner. B-Drys rigid sealer sheeting in placed around 92% of the perimeter of this property. Your field representative Marc Cooper, said the two areas I called about where interior masonry block walls butt up against the foundation wall in the southwest corner of the property were covered under your warranty and I told him I was not worried about the fireplace area where it very rarely leaks, but he continued to measure, make calls and give me a verbal estimate that I did not want or request. When I told Marc that I did not want the fireplace area worked on, but I would like to schedule the two warranty items, Marc responded with a scoff and a "good luck with that as he departed my property. I am trying to sell this property and would like to be able to inform the prospective buyer that the waterproofing in covered for the life of the structure just as I was when I purchased this property. I would like B-Dry to honor their lifetime, transferable warranty and repair the two items that leak and are covered under warranty. My last question is this, if ******* claims they didn't install wall anchors at the time of this work, how is it, that the proposal from Dannet Corp came from *** *** ****** ********* IL which is the same address of B-Dry System?
  
  
  
  Sincerely,
  
  ****** * *****

  

  Business Response

  Date: 06/01/2023

  Customer is correct the warranty covers "Areas waterproofed by the B-Dry System”.  B-Dry is not disputing the warranty coverage in “Areas waterproofed by the B-Dry System”.  Just as the customer explains in their rebuttal, only 92% of the basement’s perimeter was waterproofed, which means that 92% of the perimeter cove carries a warranty.  The walls are covered 2’ high with the waterproofing membrane we refer to as rigid sealer, therefore the walls are covered with a warranty that extends 2’ high in those areas.   Our representative explained all this to the customer and explained that we would honor the warranty on areas waterproofed, however there would be a cost for the areas that were not previously waterproofed.  Our current understanding is that the customer wants the non-warrantied area serviced for free, such as the fireplace or 8% of the basement that was not waterproofed.  We are not willing to service areas that were not waterproofed for free as B-Dry was not paid to waterproof those areas and they do not carry warranty coverage.  If customer is now only requesting free service on the areas that were waterproofed and carry the warranty, then B-Dry is happy to address those issues under warranty as we have done for over 50 years.  Please contact me at ###-###-#### should you wish to have those areas addressed under warranty.    

  Customer Answer

  Date: 06/07/2023

  Complaint: ********
  
  I am rejecting this response because: I never once asked your field representative to address the fireplace area, as a matter of fact, I told him (as he was measuring the area) that I was not concerned about this area since it rarely leaked any water. I believe that giving an unwanted bid for this area was his way of trying to get at least some money from me for coming out to do the warrantied repairs that leak with almost every rain event. When I told him I did not want the fireplace area repaired and just wanted the warrantied areas repaired is when he stormed out of my property and said "good luck with that." Again, concerning the Dannet Corporation that had the proposal for the wall anchors that you say you are not aware of, why is it Brandon, that the B-Dry warranty and Dannet Corp proposal came from the same address?  Thank you.
  
  
  
  ********** ** ***** ***** ****** * *****

• Initial Complaint

  Date:06/10/2022

  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.

  we bought a doughboy pool from BWET in 2020. We have never been able to keep the pool clean and the filter and pump is not working properly. It is not pulling any water and there is no suction. BWET stated they have been out to see the pool twice but it was once and a kid came out attach tubes that were not delivered and threw the tubes on the ground. The "boss" said he was out there but he is a liar. Now, we are not covered with the warranty even though I have been asking for help for 1.5 years and BWET have refused to do anything.

  

  Business Response

  Date: 06/11/2022

  I would like to start with *** ***** did purchase a Doughboy pool from our store.  Afterwards a separate company installed her pool for her not our business.  During the pool installation she reached out saying the connection hoses were missing. We took the hoses out to them for the installers she hired to finish her installation.  Later on *** called in saying that she was having trouble vacuuming here pool and that there wasn’t much suction.  We advised her to shut one skimmer off so that the pump would only pull and suck from the skimmer she was vacuuming from. Then a month or so later she contacted us again and said the pump didn’t have much pressure or suction.  We came out and looked the pump and the impeller inside the pump was clogged with leaves.  This generally happens when someone is vacuuming without the pump basket.  We removed the debris and everything operated as it should.  The following year *** reaches out saying she purchased new hoses and a valve from a different pool company and was complaining how expensive they were. I explained to her that we had no control over what other businesses charge for their products.  Then this conversation lead into the warranty of their pool. I told her that the Manufacture covers the pool, and the liner not the connection hoses being they are not made by the pool manufacture and that they are considered a wearable part. She then stated that she had went through several hoses within a course of a year, which we have no records of any sold to here so she must have purchased them elsewhere. We never told *** that her pool didn’t have a warranty anymore. That is a fabricated made up story. Doughboy the manufacture of the pool will still honor the warranty of her pool of any manufacturer’s defects if found or if there is a failure on the pool itself and they are deemed defective and it falls under their terms and conditions. 
  

  long story short, the customer is clogging the pump with debris that impacts performance from vacuuming their pool improperly and they still have a warranty on the pool itself through the manufacture Doughboy. So there is no validity to this complaint. We are sorry that she feels this way, but there is nothing warrantable at this time.