ComplaintsforEverdry Waterproofing of Michiana

• Initial Complaint

  03/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I saw Everdry Waterproofing at ************** Expo in ******* on Sun, 2/25. They scheduled ********** to come to my house for an estimate on Mon, 2/26. He spent 2 hrs with me and told me my basement had a lot of damage but was not beyond repair. He quoted me $28,002. I knew there was a $500 discount for Home Expo; **** promised additional $1,000 discount if I was willing to be flexible on service date. I agreed to this. He told me I needed to sign and make $1,000 deposit today. I was surprised, I had planned to get other estimates and talk with family before I proceeded, but he told me I would lose the $1,500 discount if I didn't sign the contract today. This was a lot of money, and I didn't want to lose the discount, so I signed the contract and gave him $1,000.000 on a credit card. I appreciated the financing. Service *************** emailed contract on Wed, 2/28, and said that I needed to sign right away because they couldn't schedule the work on my house until I signed. I signed Wed evening.**** said the crew would cut my deck around 2 sides of my house, and I would have to put it back together. I was worried and called Everdry on Mon, 3/4, to find out when my job was scheduled. I was told to write the question about my deck on a piece of paper so the crew could address it when they came to start work. No answer to my question about scheduling.No called me to schedule the work by Mon, 3/11, so I called Everdry to cancel. I had found out it would cost $2,000 to take care of the deck issue. I was also warned by several family/friends that Everdry was not trustworthy. I was very worried. Everdry said someone had to come out and meet with me to cancel the work. This was scheduled for Mon, 3/18, at 1pm. **********, Regional Supervisor, came out on 3/18; said he needed to come out to make sure none of his guys had done anything wrong. I said I had felt pressured and didn't want to proceed with the work. He spent quite a bit of time trying to make a deal. I said no.

  

  Business response

  04/12/2024

  Everdry has been helping customers locally for over 30 years and over 40 years nationally. We take the time to educate our customers, provide estimates that are good for 7 days and follow the federal guidelines of a 3 day rescission period. ************ signed a contract on 02/26/2024 and cancelled on 03/11/2024 which is a full 14 days after the contract was signed.

  Cancellations are permitted after the 3 day rescission period for a 28% fee. The 3 day rescission period protects the consumer from high pressure sales and the business afterwards due to incurred costs. Everdry incurred expenses, had to juggle our staff and crews around and prepared her order. The cancellation fee is ******** minus the deposit of 1000. Everdry is currently owed ********. We have turned this matter over to our attorney. Before our attorney pursues this matter any further, we are willing to forgive the ******** in the interest of customer goodwill.

  Customer response

  04/15/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  
  

  Thank you.

• Initial Complaint

  02/20/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We paid EverDry $21879.00 to fix the mold in our basement. They offered us a lifetime transferable ************** Warranty. However, we found mold in our basement in the same location within 6 months. We have been trying to contact them to come fix the problem and honor their warranty. They have not called us back, and refuse to speak to us. Every time we call they put us straight to voicemail. We paid them a lot of money for them to ignore us and they didn't even fix our problem.

  

  Business response

  03/05/2024

  Everdry warrants against water seepage in all areas treated. The Painters had their basement waterproofed. However, they did not contract us to do the crawl space which is an additional source of moisture. Everdry would be more than happy to waterproof the crawl space and encapsulate it at a discounted rate which would address water and moisture which is a contributing factor to mold. We drove more than 4 hours and 22 minutes round trip to try to help and explain this to the customer. We were asked to leave with a profanity laced demand to leave upon this explanation.

   

  Customer response

  03/05/2024

   We are rejecting this response because: The mold has grown back in the "warranted" area. However, Everdry has not offered any type of solution other then to ask us to pay them an additional $20,000 to "fix" the crawl space. The salesmen that was in our home admitted that they should fix this issue but have not made any effort to do so. Including, putting our calls straight to voicemail when we have reached out to discuss the situation. During our original inspection by Everdry, the salesman was in the crawlspace and did not recommend that any work needed done there. He did not find any problem in the crawl space at that time, because we didn't have a problem in the crawlspace prior to the work Everdry completed on the basement. 

  I do not feel comfortable paying them anymore money until they prove that they will follow up on the what they originally promised  to fix in first place. 

  We trusted this company and they have ignored their own warranty but have asked for more money at a 'discounted rate' to 'fix' a problem in the crawl space that we didn't have before they were here. Plus, we still have mold in the original location they came to fix. 

  
  

  

  Business response

  03/15/2024

  Our warranty clearly states Contractor agrees to service the seepage of water through sub-soil masonry walls and floors for the areas treated While Everdry certainly reduces the propensity for mold to develop, Everdry does not warrant against mold. Addressing the crawl space would help minimize the moisture that contributes to mold. We stand by our offer to do the crawl space  work at a discounted rate to further minimize moisture.

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  warranty continued

  

  Business response

  01/26/2024

  A reminder was sent. Reminders are sent annually as a courtesy but are not our responsibility. ************** Agreement has lapsed. We are a Franchise and have stringent guidelines. I apologize.

  Customer response

  01/26/2024

   I am rejecting this response because:
  I have proof that the invoices are not sent as a curtesy. I have another clients statements. She received what is an invoice and also a bill each year. She also has been issued on a few of them a  file number. I have never been issued a number. The company put a new billing system in 2years ago. The receptionist told me that when I spoke to her. That is when I started not receiving a BILL. Somehow I was dropped from the system. I have paid on time every year if they would check their records. 
  They have never asked if *** happy with the work they have done. I find this very odd. All I want is to pay up my warranty for 2 bills I never got. I most likely will never need to use it. I am having no issues with the system.  Costumer service? Is it because Im a women?? Hmmm  Nasty company.  ***********************;

  

  Business response

  01/30/2024

  EverDry stands by the aforementioned response. The truth is the truth and it does not change. Inflammatory and wrongful accusations will not change the response. The woman accusation is the newest and most laughable. My wife owns the business with me and my attorney is a woman. 

• Initial Complaint

  10/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Everdry inspected and provided a quote for basement waterproofing at my home August 23,2023. *** and **** were their salesmen who did the inspection. Two wall cracks were repaired previously by their competitor-**** and *** said this was done poorly and that Everdry would redo these. There was a crack a previous owner put diy cement seal on- they said they would redo this also. A total of 8 cracks were promised to be professionally repaired, all on the interior and any exterior accessible cracks would be sealed. They also were putting in their multi step system with interior and exterior drainage systems. They quoted 3-5 days to complete the work, but ended up only taking 1.5 days. We were surprised to hear this but ultimately realized this was because they did not complete many repairs they promised. Only 3/8 of the wall cracks were repaired with a cement putty we ourselves could have purchased at a common hardware store. One large crack around the water main was not repaired at all. Two cracks repaired by their competitor were not redone. They put the putty over the crack the previous owner repaired too-did not bother to remove the chipping diy kit they used either. Several large defects they made in the cement were not repaired. They installed drainage trim in front of drywall instead of concealed behind it. We were not happy with these results during the final walk through, but the ******* simply said the other repairs were not on the work order. We spoke with customer rep ***** who confirmed what the ******* said and left it at that. We asked to have a supervisor to review the quality of the work and missed repairs- **** came out and said he agreed with our complaints and claims he wrote the missed repairs in his work order. Everdry got scheduled to come out again to fix but only repaired half of what was promised. We called ***** again and now was informed Everdry now refuses to do any further repairs. Oversold, under delivered, and unprofessional

  

  Business response

  11/01/2023

  EVERDRY stands behind our lifetime service agreement. Since ******* foundation walls from the outside, there is typically no need to seal cracks from the inside as that is more of a cosmetic fix. We are more than happy to seal the cracks inside for you if that is your understanding. It is not functionally needed to keep your foundation dry but our goal is to make our customers happy. I have placed your order on Lances desk and are more than happy to help.

• Initial Complaint

  09/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed an agreement with Everdry Waterproofing on 8/11/2022 to have my basement waterproofed for the sum total of $18,796. The actual install was completed in September of 2022. I was ensured that my basement would be cool and dry, which is was upon the completion of the work in September of 2022. However, by June of 2023 my basement was warm and damp. I contacted EverDry Waterproofing and informed them of the issue and they installed a dehumidifier in my basement in July of 2023, which runs constantly and brought the temperature of my basement to nearly 100 degrees. I informed Everdry Waterproofing about the high temperature in my basement and their response was that my home's central AC should help keep the basement cool. I informed Everdry Waterproofing that I did not have a central AC unit in my home, and did not have it when their salesmen looked at my basement in August on 2022. Everdry Waterproofing then informed me that a central AC was needed for the waterproofing system they installed to function properly, I believe they call their "easy breeze" system. After demanding a resolution to this issue and speaking to a gentlemen named *****, Everdry Waterproofing has not returned my phone calls and is no longer responding to my inquiries. I was also sent an invoice to renew my yearly warranty totaling $145 that is due on October 1st, 2023. However, I'm hesitant to pay for the ongoing warranty when the current issues I'm having aren't being addressed and fixed.

  

  Business response

  10/03/2023

  Everdry has waterproofed tens of thousands of basements over the past 30 plus years. We stand by the work we perform. We guarantee to service the work if water ever returns. Unfortunately we do not warrant temperatures of a basement. We keep water out and ventilate. Temperature is predicated upon a multitude of conditions of which Mother Nature controls. The ********** ventilates but does not cool. It helps cool if there is cool air to pull from. I apologize if this is a point that lacked clarity. Thank you.

  Customer response

  10/04/2023

   I am rejecting this response because: I was told my basement would be cool and dry. Currently, it is moist and hot. While there is no outside water entering my basement, which there wasnt before, the moisture issues this system was installed to eliminate persists. The excess heat is due to the dehumidifier that was installed running nonstop. I do not have an issue with the quality of the work that was completed, my is issue is that the system is not performing as I was told it would. I would sincerely like to find a resolution to this without having to seek legal action, however I still have not been contacted by EverDry as they said they would the last time we spoke. To me, this is very unprofessional but is on par with EverDrys response to other dissatisfied customers I have spoken to over the last few weeks. As I previously stated, I would like to find a solution to this where myself and EveryDry are happy without seeking legal action.
  
  
  

• Initial Complaint

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is an issue of a company refusing to do what it says. In 2019 the company did work in the crawlspace to roughly the amount of $25,000. This included outside drainage, concrete leveling in the crawlspac,e and a fill and new cut for a new sump pump. The work was done and done well. This supposedly comes with a lifetime warranty on the lifetime of the property. This lifetime warranty is a $75 yearly charge. Now comes the shady practices, the letters for renewal of the company are handwritten with spelling errors and are suspicious making it easy to miss or even just be hesitant to keep up the warranty. This customer missed the warranty. A year later the customer wanted to get the warranty renewed. When the company sent out their warranty assessor they evaluated a new $4000 dollars worth of work. In a single year of missed warranty when no issues had happened in the crawlspace. It would seem like this little scam is holding you hostage if you want the warranty renewed. Now the greatest issue. Work on the property to have this fixed was scheduled April 10th of 2023. They guaranteed that they would finish before the April 14th. On April 14th they seemed completely shocked that the customer was calling and angry that they never made it out. The soonest the could "reschedule" the work was June 9th. Even as far out as 2 months Everdry again skipped their commitment and said that they would have to push to June 26 2023. And here it is June 23 and they have again canceled. No money exchanged hands for the second transaction. However 5 months awaiting one crew to do their job is unacceptable. Take heed this company will prioritize large jobs over their word and take your money and then never expect to deal with you again.

  

  Business response

  06/27/2023

  Everdry offers a lifetime warranty and has done so for over 30 years. The service agreement covers mechanical components and is a modest one time per year fee. The reminder is computer generated and is sent out properly spelled and computer generated and is by no means hand written as thousands are sent out annually. We have 1 service person who was scheduled in mid March as opposed to "5 months". We apologize for the reschedule but it was unavoidable at the time.

   

• Initial Complaint

  04/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On December 8th, 2020, we signed a contract to have the basement of our house, located at *************************************************************, waterproofed by Everdry Waterproofing of Michiana, located at *********************************************************************************************We financed $22,000.00 through ******** on December 13, 2020, and they paid Everdry in full for the work to be done. We then signed a 2nd contract with Everdry on January 6th, 2021 to have them begin the work.Fairly shortly after Everdry completed the work, we discovered that their workmen had damaged some of our home's exterior shake siding, corners, and aluminum wrap around a basement window.We phoned Everdry after discovering the damage, and this is when everything started breaking down, in trying to get them to make it right by **. After an initial series of calls in which we were told someone would "get right back to **" (yet, never did), we were finally told months later to get an estimate from a contractor for the cost to repair the damage. We had ************** Building of ***********, ** come out, and he gave ** an estimate on October 22nd, 2021, of $1,292.00 for the repairs stated above.Per Everdry's request, we submitted the estimate by mail on January 27th, 2022. After receiving no response to that mailing, we resubmitted the estimate by mail on April 2nd, 2022.Zero response from them once again.After many subsequent calls to Everdry to inquire when we could expect some resolution, we were told on June 10th to contact ******** in ******************* ************ call as instructed, only to discover that ******** was out of the office that week. So, we called again the following week, on June 13th for ********, but was also unable to reach her then.We then were asked to text the estimate along with photos, which we did on August 26th, and were finally told they received the requested items on August 29th, 2022.Finally, on September 22nd, 2022 (8 MONTHS) after we submitted the repairs estimate, we received a 1 page mailed correspondence from Everdry.To our surprise & dismay, after all this time, they offered a counter proposal to the cost of the repairs (and you have to figure the cost of repair supplies & labor has gone up after this ridiculous length of time).Their counter offer consisted of: "in lieu of a reimbursement, our franchise owner has asked me to ***** you: 3 years of free service on our annually-renewable service warranty (a $225.00 value!)".*******, after all this time, and pitiful response to our concerns, this felt like an absolute insult, and so began a series of attempts to let Everdry know that this was unacceptable.****** called on 9/23, was told by ***** to call back the next day, and talk to ****, which she did.She was told that **** would call ** right back on 9/24, which she didn't. She then talked to *****, and was told they needed a copy of the estimate!So, on 9/26 we texted the previously mailed estimate & photos.On a follow up call to that, we were told that ************************* was the guy in charge, and to e-mail all the info (again) directly to him, which we did on August 29th.Again, absolute silence from any & everybody at Everdry.We called on November 15th & 17th, without being able to speak to **** (he was "out of the office" numerous times).Finally, after many attempts, **** gave me ***************************** direct phone number, and my 1st call was greeted with a voicemail stating **** would be out of the office until Nov 21st, at which point he would return my call. He never did.At that point, I filed a complaint on Nov. 23rd with Customer Solutions Account Manager, *******, at ********, the financing company for this project, and they assigned me a case number of ********.As part of their investigation, ******** would reach out to Everdry, in an attempt to resolve the issue as soon as possible.We received zero response from Everdry to ********'s investigation.I then called ****'s number a final time on March 7th, 2023, got yet another voicemail prompt, and left him my final message that unless we heard from him, we would be forced to contact the Better Business Bureau.I also made him aware in the voicemail message that our basement has now developed a water leak.No response once again, and that's where things still stand today, April 18th, 2023.

  

  Business response

  05/02/2023

  Everdry is celebrating over 30 years of happy customers with dry basements. Nationally we have hundreds of thousands of customers and Everdry of Michiana locally has over ****** foundations we have helped. We are responsive to our customers warranty needs and the occasional non warranty need as in this case. The response to this customer non warranty request has been delayed as there was a need to investigate this matter due to the time elapsed since installation of our services and the reporting of this matter. The following facts are pertinent to this matter.

  1. The job was completed 01/28/2021.

  2. The ********* reported this alleged damage 08/05/2021 which is more than a half year later. 

  3. Our contract clearly states we are not responsible for incidental damages that occur during our installation process.

  Based on the 6 month plus gap from installation to reporting this matter, the fact that there is no way to 100 percent determine we are the responsible party and the fact that we are not legally responsible for these incidental occurrences we feel we are more than accommodating in offering 3 years of Free Service. 

  Sincerely,

  **** ********

  Customer response

  05/10/2023

   I am rejecting this response because: This is absolutely NOT acceptable. As stated in my original complaint, we realized that Everdry workmen had damaged our home shortly after the work was completed, and the damage incurred was far from "incidental" ($1,292.00). As also stated in our complaint is the fact that we instantly started calling Everdry to report the damage (and that was sure as h*** before the 6-8 months Everdry stated it took ** to report the damage!). We were repeatedly told "someone will get back to you". No one ever did. This seems to be a strategy by them to string ** along, until time ran out to address our damage concerns. It was many months later that we finally talked to someone there that told ** to get the estimate for repairs, which we did on October 22nd, 2021, and submitted the estimate over & over, in many different requested formats. Why would Everdry ask ** to get an estimate, if we were already past some arbitrary policy date of not filing the claim with them within the 6 months of completion of the job? Something just doesn't add up here.
  
  
  

• Initial Complaint

  11/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On March 22, 2022, I met with *************************, a salesman for Everdry Waterproofing, I had had one time with water pooling under my egress window. ******* looked at my basement and said I had mold on ceiling joints, several indications that water had been in my basement over the 29 years since it was built. I have lived here since 2013. ******* showed me 3 ways Everdry Waterproofing could fit my problem. 1. A total dig down to the foundation and a French drain outside, tear out my deck, at $21,000+/-. 2. Dig down to the foundation on the inside, install a French drain for $6,000+/- and maybe fit my problem for a while, because we wouldn't be addressing the pressure of water against the outside walls. 3. Dig down to just under the frost line outside, install French drain and divert water from the walls, only remove a few deck boards so workers could see and get to under deck, dig and install French drain along the interior walls and install a pump and an emergency backup and an ********** something to regulate humidity in basement area, patch cracks around egress window and spray all mold. Cost $18,300. He took off $2,000 'cause I was so nice. Scheduled for August. Then if I was willing, he could drop the price to $15,300. I decided option 3 would cover everything he has pointed out, but I had talk to my sons first. Since he was here, we could fill out the contract and loan application and I could call him. I mentioned that I had 3 business days to cancel even if I fill out and sign the contract, right? He gave me a 3 page carbonized paper called "Notice of Cancellation" and stated that he usually doesn't mention it. I signed contract and application. On March 25 I signed and mailed cancellation notice. No response. My son called them, 2 men came to house, took picture of my copy. Nine days later I got a check from $816. Haven't cashed it. Per Attorney General's website, no penalty or obligation if canceled. Filed complaint with AG's office on Sept 7. No response.

  

  Business response

  11/15/2022

  Everdry has been helping customers for over 30 years through education and offering options. ****** offered 3 options. The Multi-step option was chosen on 03/22/2022. A contract was signed, materials were purchased and the order was prepared. The contract was cancelled on 04/26/2022 verbally with our office. The contract clearly states there is a 3 day cancellation period. The contract was cancelled nearly 5 weeks later. Per the contract there is a 28% cancellation cost after the 3 day period. We did refund the balance above the 28%. Which was 816 dollars. Everdry has had a price increase since the contract was signed but is willing to keep the original price in effect until the end of the year and utilize the cancellation fee towards the original agreement. 

   

  Thank you,

  ****

  Customer response

  11/17/2022

   I am rejecting this response because:
  I mailed the cancellation notice in on March 25, 2022. I have no control over the **** delivery service. I made many calls to the company, My son called for me also. I don't feel that I did anything wrong except sign a contract that is illegally written and got taken in by a company that doesn't take the cancellation notice seriously. I have filed a complaint with the Attorney General of ********'s office and was told that I have to file a complaint with the ******** ********** of ********* and Regulatory Affairs (****), **************************** instead. I will be following up with them in the next couple days.

  The date of April 26, 2022, was the date they decided to send someone to my house to try to talk me into keeping the contract intact. My son was witness to the salesman trying to take my copy of the notice of cancellation. My son told him that was my only copy, since I had sent the other copy in on time, but he could take a picture of it. 

  *********************

   

  

  Business response

  11/21/2022

  We have been truthful and factual with our timeline that has been documented and corroborated. I would consider a reevaluation of our stance based on being provided a verifiable phone record based on the multiple calls that were made to our office. Thank you.

• Initial Complaint

  10/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Refuse to honor warranty

  Customer response

  10/20/2022

  On 04/04/2020 Everdry came out to my house to sell me their product. During this interaction I was told the air in my house was dangerous. On 07/22/2020 another gentleman came by. I spoke with this salesman about my doubts, since my mother has this system at ************************ and she has water on her basement. I explained to the sales people my mother does not have money so she stopped paying the warranty. They told me just to call the office and paid the missed warranty and tell them theres water in the basement. I believed this and went ahead and signed the contract.They offered to start the work on 10/23/2020. The work was finished by 10/25/2020. I called Everdry the lady at the office stated I had to pay thousands of dollars for them to come to **************** and fix the issue. At this point I became aware of their tactics to not fulfill the warranty. Not even a year after they finished the job, there was water in my basement. On 06/25/2021 I called them and asked them to come out to my home to check the basement. The people at the office stated they will have someone call me on Thursday of next week this would have been 07/01/2021. I waited for the call and no one called me. I was hospitalized due to cancer and was not able to follow up with them. They were aware of the leakage and purposedly waited to not fulfill their warranty. I informed them of the issue before the warranty lapsed.
  I spoke with the Everdry office on 10/13/2022, 10/14/2022, 10/17/2022, 10/18/2022. During this conversations, I spoke with Everdrys representatives who were informed about the status of my warranty. All the representatives I spoke with, stated I can pay the warranty through the website. I did this on 10/18/2022. On 10/19/2022 I called them and explained the issue with the water in my basement. They setup an appointment for Friday. I received an email from ********************* as follows
  After this, I left a one star review in ****** for Everdry. I received another email from **************** as follows.
  Good afternoon ************** - 
  Attached to this email, you will find a scanned copy of the contract associated with your home. 
  I did want to take the time to reach out to you personally. I am aware that you had a phone call with a member of our customer care department that did not go so well, and that you subsequently left us a ****** review. As the supervisor of the production department, I wanted to reach out and see if I could clarify some things for you, and answer any follow-up questions you may have. 
  Our customer care agent did set an appointment with you to have a technician come and inspect the home this Friday, October 21, 2022. We do not yet know the time frame for this appointment, but will call the day prior once the driving route is assembled. 
  However, I did want to let you know that currently, the contract on your home is marked as "expired," as the annually-renewable service warranty was never received by our office last year. I highlighted this item on the backside of your contract, so you can see where this information is located. Because the contract is currently expired, Friday's inspection is subject to an inspection fee of $175.00. Should the technician find any adjustment or repair that needs done, these adjustments will be subject to labor and materials charges (once again, because the warranty has expired). We will compile a quote for you at this appointment, and please remember I do not have any way to determine pricing for you until the inspection is completed in-person and any issues are determined.
  Additionally, I did want to let you know that your ****** review has been received and is currently being reviewed by the franchise owner. I just felt the need to reach out and see if I could help clarify things in any way. I wanted to touch on your posting that "water through windows is not covered," and once again, highlight this area on the contract where this information is located. Unfortunately,water from above-grade sources (meaning above ground level) are not covered under the Everdry warranty.
  I do sincerely apologize for the ill-received phone interaction earlier, but please do not hesitate to reach out to me directly either via email or phone at ******************** if you require any additional assistance.
  Thank you for your time, and I look forward to hearing from you - 
  I called **************** to explain I paid the warranty the day before, she sated she was going to request a refund,since it should not have been paid.
  I emailed her again requesting the reasoning for refunding my warranty in writing.
  **************** responded as follows,
  Email received. I am under the impression you likely sent this email via our website, which was directed to my (****'s) email address, as the supervisor of the customer care department. 
  As stated in my previous email,the warranty on your installation is currently expired. You have been provided with the information as to why your account is currently marked as expired. The annually-renewable service warranty acts as an "insurance policy" on your waterproofing installation. Much like an insurance policy, claims are not covered during periods where your policy has lapsed. 
  As such, our franchise owner has made the decision that at this time, your account is ineligible for warranty reinstatement. Additionally, our franchise owner has made the decision to cancel your appointment on Friday, following today's events. 
  I am requesting Everdry to refund the money for the work performed at my house, since the basement has water coming through and they cancelled my warranty.  I do not understand how they voided the warranty when they were informed of the issue when not even a year passed.Additionally, they stated their systems have a lifetime warranty. How is they are cancelling my warranty. Is this a race issue?
  

  

  Business response

  11/01/2022

  Everdry has hundreds of thousands of satisfied customers. We have over ****** customers and more than 99 percent of them are dry and satisfied. We offer a service agreement for the life of the home for a nominal 145 dollar annual fee which includes the pumps installed. We send out reminders annually at our expense and are not required to do so. The service agreement is like an insurance policy and if one does not pay their insurance, one does not have coverage. Your warranty was not cancelled by Everdry, it was voided for Non-payment.

  Customer response

  11/01/2022

   I am rejecting this response because:
  
  I paid the warranty as I was directed by the office staff. I received a refund from Everdry when I explained my basement has water damage 

  

  Business response

  11/03/2022

  The customer never paid in 2021 and tried paying 2022 on line. We give some ***** of 30 days, not 365.

   

  Thank you

  Customer response

  11/04/2022

   I am rejecting this response because:
  
  They stated I can pay the warranty I owed and their work would be covered. they lied to me when they did their work and at the office then? 

• Initial Complaint

  06/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Everdry sold me a waterproofing system for my basement with a lifetime guarantee that I would never have water damage and if I did they would repair it. The system was installed 3 months ago. I had water in my basement last month. Everdry sent 3 representatives out separately over a months time to resolve the issue. The first two representatives ***** and ******* indicated it was covered under warranty. The third representative came out yesterday (***************************) and indicated that only half of my basement was protected??? I explained that is obsurd but that is where he left it and said it was not covered and Everdry is washing their hands of the situation.

  Customer response

  06/15/2022

  Everdry waterproofed my basement and the rain yesterday seeped through a wall and damaged my home. This is the second failure of their system they installed 3 months ago.

  

  Business response

  06/24/2022

  Everdry warrants all contracted work. ************** only contracted full system on half of basement. A letter to that effect dated June 13 from our department head **** was sent. I attempted to send the documentation multiple times but apparently the four documents I attempted to send was too large. We are more than happy to provide a free estimate for the additional work.

  Customer response

  06/27/2022

   I am rejecting this response because: I contracted Everdry to waterproof my basement. They suggested and installed the system in my basement, (I did not select it, they told me what I needed as they are the experts) and told me it would keep my belongings dry. The sales men assured me and my wife we would never have water issues again. Who would consciously only waterproof half of their basement??? Everdry is lying. They installed a system to the inside and outside of my basement and it has failed. They are coming today for another issue with water damage along the wall. I also have a large crack in my basement that they are throwing their hands up and saying they having nothing to do with it after they did major construction (Owners words) to my home. Please help.

   
  
  

  
  

  

  Business response

  07/05/2022

  ************** was suggested the proper system. It just was not sold and installed in his entire basement which means he did not pay for it, initially saving him some money up front. Everdry is willing to install the balance of the system on the other side at a discounted price. Everdry has hundreds of thousands of customers and I have been with Everdry for over forty years. I do not lie nor do I appreciate an accusation that Everdry is lying. This is simply an inspector trying to do the right thing and save the customer some money where he thought he could. Again, we are offering to do the balance of the work on the side that he was NOT charged for at a discount.

  Customer response

  07/11/2022

   I am rejecting this response because: I am not an expert on waterproofing. I contracted Everdry to water proof my basement. They came out and evaluated and sold me what they told me I needed. There was no mention of doing additional work or saving money. It was this is what you need to protect your home. Now they are trying to say they did not do it right because of me, false accusation. I was told by the sales team this is what I need and I purchased it. Everdry never indicated I would need additional work done and why would any consumer purchase waterproofing for half of their basement this is absurd. If BBB cannot help please let me know the excuses from Everdry are wasting my time.

  Since the install I have have several issues.
  

   

  1. Large crack that developed in my basement 2 months after the install. Everdry said not there problem.

  2. Water coming in from the crack.

  3. Outside system failure- Everdry is coming to do rework 7-15-22

   
  
  

  
  

  Customer response

  07/15/2022

  Here is the contract. It says the floor is warranted from seepage. I spent 2k sealing it before I had ************ installed. I am now also seeking restitution for this expense.

   

  

  Business response

  07/20/2022

  Everdry of Michiana has for nearly 30 years warranted all areas purchased and treated. We will continue to do so for all Michiana customers including **************. *************** contract is for 88 feet of Multi-step system which is warranting the floor and walls along that 88 foot area. He additionally on that same contract has 70 feet of outside only work which only warrants the surface water along that 70 foot area which may enter along the top portion of those walls. (See attached work order schematic and contract) ************** did not contract nor pay for the Multi-step system on one half of his foundation which is the area he is having issues. Everdry will be more than happy to offer a discounted price for upgrading to the full Multi-step on the half of the foundation he did not contract or pay for which again is the area with issues.

  Customer response

  07/29/2022

   I am rejecting this response because: I contracted an expert to waterproof my home. The expert "***** Industries **** bda Everdry" performed a foundation evaluation and told me I needed to purchase the system in question to waterproof my home. I was told numerous times by the salesmen that I would never have water in my basement again, and if by some wild chance I did it would be covered. Everdry failed to deliver on the promise that my basement (not 1/2 of it) would be protected.
  
  
  

  

  Business response

  08/01/2022

  We stand by the warranty of addressing water in contracted areas. The area in question was not contracted nor paid for. It is very simple and straight forward. I am not sure how to be any more clear and transparent about this matter. I have already offered to do the additional work at a discounted rate which will provide a warranty in that area.

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