ComplaintsforEverdry Waterproofing of Upstate NY

• Initial Complaint

  03/09/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Everdry was supposed to waterproof our basement by digging a trench around the whole inside of the basement, put in pipe, make a new crock with pumps, and fill cracks in the floors. Every time someone was supposed to come, they rescheduled, arrived late, didn't send the correct amount of people, and/or didn't complete work. We paid the full amount ($20,000) thinking they were going to come back and finish the work completely. After the first crew did some of the work, our basement flooded due to the pump being overwhelmed. There was more water in our basement than we've ever had. We've had several supervisors come back and inspect work. They said the work wasn't done or wasn't done properly. Some of the work had to be redone. The last time someone came out (3/3) he said he'd call to set up an appointment date the next day (3/4) but hasn't called (today's the 9th). A job that was supposed to be 4 days long has turned into 14 days of my husband and I having to take off work or use our vacation time. We're frustrated with the lack of quality of work, work not being completed, multiple personal items broken/destroyed, lack of communication (we've called numerous times), losing paperwork, no follow through, rescheduling multiple times, and rude service when contacting about issues. Timeline of Events: Contract Signed 7/26/23 10/3-install ventilation and was supposed to do trial dig to make sure they could do job-that guy didn't show up so had to reschedule Don't know date-guy came to dig test hole 12/18-23/23: initial work done 12/28-Supervisor inspected work-not done correctly or at all 1/26-basement flooded 1/27-service came to inspect flood damage 2/12: inspection for what to do about completing job and flood damage 2/22: supposed to finish work-sent 1 person instead of 2 and didn't complete any work 3/2: inspection cancelled 7 minutes before arrival time 3/3: supervisor came-inspect how to finish work, said would call next day to set up days, hasn't yet called

  Business response

  03/21/2024

  Everdry would like to express our appreciation for the constructive feedback as we intend to use this to effectively train our employees.  We also express our sincerest apologies for the complications and inconveniences you have experienced.  During our meeting on March 15, Everdry and the homeowners agree that some service needs to be completed to address their concerns.  This corrective work is scheduled to be completed the week of April 1, 2024.
  

  Business response

  05/14/2024

  Everdry is scheduled to return to address the issues listed on June 1st. We will update after work is completed. 

  Customer response

  05/15/2024

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID 21409714, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. The business has NOT contacted us to set up an appointment for June 1st. The last time they came back to fix work, they had to redo work they already completed because it wasn't done correctly. When redoing the one-way valve, they installed it the wrong way again. We are frustrated with the company having to come back and redo work they've already done. We'd like work to be completed the first time correctly. We cannot continue to have this company come back over and over again due to poor quality work or not completing work we've discussed.  Regards, ******* ******

• Initial Complaint

  07/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The crew showed up late every day. They smoked marijuana continuously, left trash everywhere, and did a horrible job. Their work was horrible and despite the guarantee that the job would solve our problems we have leaks, water in our basement and will probably have to have the entire job done again. Follow-up to my review almost 5 moths later. The manager came out and said that my entire job would have to be done. He said they would be out within the next few weeks. That was 4 months ago. I have been calling them to check on scheduling they don't return calls. The do not stand behind their warranty but have sent me a bill for the next years warranty payment

  Business response

  07/29/2023

  Thank you for contacting us we would be more than happy to assist you. We first would like to apologize for the experience you had and express how much we appreciate your feedback. We will be addressing your customer service issues internally and provide coaching opportunities. After reviewing your information, we have come out and made some adjustments to the system. We also have provided you some information to the manufacturing company for damaged items.  Please let us know if we can be of any other assistance.

• Initial Complaint

  01/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I entered into a contract with Everdry Waterproofing on 12/18/21. The contract included a multi-step pressure relief system, pressure relief system, ez-breath ventilation, smart power, and durashield in order make my basement dry. I did have an existing drainage system that wasn't eliminating all of the water entering my basement prior to the work Everdry performed. Work for this project was considered completed on 7/16/2022. I paid in total $16,722 for this new system from Everdry. The work performed came with a warranty that Everdry agrees to service the seepage of water through subsoil masonry walls and floor for one year after installation without additional charges in a quick and timely manner. On the morning of 1/5/2023 I found my basement completely flooded with 90% of the floor covered by water. I called Everdry the same morning and alerted them to my issue with the system. A service technician, Tavaris, was sent to my home the following morning, 1/6/2023 to inspect the issue and found that the initial work performed was faulty and that major repairs would need to be performed in order fix the water entering my basement. No one from Everdry has tried to contact me since my original call on 1/5/23, going on a week ago with water still entering my basement. I have been in contact with Emily from their production services department throughout this issue and my original install and she hasn't been able to offer me any service or remedy. Everdry hasn't tried to resolve this issue whatsoever. No one from management at Everydry has tried to contact me about this issue. I have had to use a wet-vac to remove hundreds of gallons of water entering my basement in order to avoid water damage and potential mold/mildew problems due to the failing system installed by Everdry. I never had flooding this bad even with my old system that was deemed faulty and was removed by Everdry.

  Business response

  01/28/2023

  Everdry went out to the home and reviewed the issues the homeowner reported.  We have found that a modification to the system needs to be made.  Everdry is scheduled 01/27 & 01/28 to complete the adjustment.  We have also told the homeowner we would take care of repainting the areas that we had to break out at no additional charge.  The homeowner is going to paint and Everdry will reimburse for cost of paint. 

• Initial Complaint

  11/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had two floods in my basement one in 2019 and one this year on Thanksgiving morning. All the floods were caused by pumps not working properly that they installed causing thousands in damage. I called three or 4 times no call back. I had to go online through a chat to get a hold of someone. Even after a customer goes through all of that no call still or follow up on their part or seeing what they can do on their part to help preventing it. The guys that come to the house give me their numbers because they no the same thing they never call back. On thanksgiving I end up bailing water all day because of it not even an apology or courtesy call to check on the issue. They are very unprofessional whoever runs the company the workers have more respect then the individual running it. I don't have thousands to keep wasting right now in my life for something I PAID for not to happen already.

  Business response

  12/15/2022

  We have been reaching out to Mr. ****** for over a week.  We have left several messages with no returned phone call.  We will be sending out a letter to his home tomorrow asking him to reach out to Everdry so we are able to discuss the information he has submitted to the Better Business Bureau.  We will update this complaint once we have spoken to the homeowner.  

  Business response

  01/28/2023

  After speaking to Mr ******.  Everdry is going to add a secondary sump pump basin with pump as an overflow to act as a back up in the event the primary sump pump fails.  There will be no charge to Mr ****** for labor or materials.  We are also going to switch the battery back up unit to a monitored system so amount of water can be monitored by Everdry and homeowner. This unit will be installed at no charge as well. We will be calling Mr ****** to work out a schedule date for us to do the work.

  Customer response

  01/30/2023

  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.   Regards,  ***** ******

*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. ↩