ComplaintsforEverDry Waterproofing of Columbus

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I hired EverDry Columbus in November 2021 to waterproof my basement, having had several flooding incidents in recent months. We agreed on a price of $16,922, paid in full on the day the work was first performed. Waterproofing work was to be done on both the outside and the inside of the house. The initial job was completed on Nov 18, 2021. However, my basement continues to flood to this day. In addition to the first two-day job, EverDry has come out on 4 more occasions for service calls when my basement has flooded since, most recently on Feb 25, 2022. Today, after moderate rain last night and this morning, I woke up to yet another basement flood, with the source of the flood being a section of wall they have now worked on 3 times and told me was fixed. EverDry have proven themselves incapable of delivering on the waterproofing services for which I paid them the amount referenced above. I do not believe this to be a case of deliberate fraud- rather a lack of capacity to uphold what they've been contracted for. They seem content to send service crews to my home to jackhammer up my basement floor again and again, to no ultimate benefit. Not only do these service calls not provide any relief from flooding incidents, but they're also disruptive to my work (as I work from home), and make a huge mess of my home each time. Because EverDry has failed on numerous occasions to deliver what I've paid them a large sum of money for, I will accept one of two resolutions from them: 1) A full refund of the original $16,922. No additional damages or penalties. 2) EverDry contracting, at their own expense, a reputable, more capable third party company (such as The Basement Doctor) to come in and perform the work of which they've proven themselves incapable. If EverDry does not submit to either of these solutions, I have retained an attorney already, and will pursue them in court for the original $16,922 plus additional damages as a next step.

  

  Business response

  03/28/2022

  RESPONSE TO CUSTOMER COMPLAINT BY EVERDRY WATERPROOFING OF COLUMBUS

  EverDry Waterproofing of Columbus acknowledges that it performed waterproofing services at 474
  ******* Avenue, Worthington, Ohio 43085 pursuant to a contract entered into with ******* ******* on
  October 27, 2021.

  Our company returned to the home on several occasions after completing the original project on
  November 17, 2021 and believed the problems had been resolved until receiving the homeowner’s
  complaint.

  EverDry Waterproofing remains willing to return to the home and perform any additional work deemed
  necessary to resolve any outstanding issues. Said work would be performed pursuant to the Master
  Service Warranty which is part of the applicable contract.

  EverDry Waterproofing of Columbus strives to achieve customer satisfaction in each and every home it
  services and will make all efforts to correct any outstanding issues for Mr. *******.
  

  Respectfully submitted,

  *** ****
  General Manager, EverDry Waterproofing of Columbus
  4271 Weaver Court North
  Hilliard, Ohio 43026
  Office: (614) 850-5600

• Initial Complaint

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In January of this year EverDry began waterproofing the basement . During this process they got their truck stuck that resulted in significant damage to the front yard. A commercial wrecker was called, in the process of having it removed a hydraulic line ruptured spilling caustic fluid on the asphalt drive as well as the yard.The excavation on the exterior resulted in mud covering the siding as well as construction debris blowing all over the area. To this day we are picking up construction material that was left behind. Excavation was never completed around a fuel oil tank due to the fact that it was the middle of winter and the tank was full and to heavy to move. It was agreed that the excavation would be completed at a later date when the tank had less fuel in it and could be moved easier. It was also agreed that EverDry would come back at a later date to repair the yard and remove the mud from the siding. Around January 19th EverDry was paid the balance of a $23,0000.00 contract to waterproof the basement. Shortly thereafter we had our first rain as well as standing water in the basement. EverDry was notified immediately and a supervisor was sent to investigate. It was determined at that time that work in the interior basement had not been completed per the contract resulting in the new tile being tied into the old existing clay tile. To this date we are still waiting to receive a response from a a supervisor regarding these issues.

  

  Business response

  03/14/2022

  EverDry Waterproofing of Columbus acknowledges that it performed waterproofing services at **** ******** ***** **** ********** **** ***** pursuant to a contract entered into with **** **********
  
  The project was completed and thereafter Mr. ********* reported issues requiring additional work.  This work is currently scheduled for March 24, 2022, and includes work intended to stop any additional water infiltration as well as power washing any remaining mud off the exterior siding of the home.
  
  Further, Mr. ********* signed a Unique Sheet acknowledging that he will be responsible for moving the fuel oil tank (at his expense).  Once this is done, EverDry Waterproofing will return to his home and complete work in the area previously occupied by the tank at no additional expense to the homeowner.
  
  EverDry Waterproofing of Columbus is committed to providing quality service to Mr. ********* and stands behind the strength of its Master Service Warranty.  We are optimistic that the problems reported by Mr. ********* will be corrected in the near future.
  
  Respectfully submitted,
  
  
  Tim R***
  ******* *******, EverDry Waterproofing of Columbus 
  **** ****** ***** *****  ********* **** *****
  Office:  ###-###-####

  Customer response

  03/31/2022

  EverDry Waterproofing did perform work on March 24th that resulted in taking another day off work in order for them to gain access to the property. This was in direct result of Everdry cutting corners on previous work that resulted in standing water in the basement.On March 24th workers removed approximately an additional eight feet of clay tile, work that should have been completed prior per the contract.On Saturday March 26th I received a call  from Joey who is director of operations stating that his office would contact me first thing Monday morning in order to set up a time for him to look at all the additional work that has not been completed. At this time I still have not received that call.

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  So we were one of the families affected by the major flooding in Columbus and Central Ohio in 2020. We had another company put in a device to keep sewer water out and then found out we also had water coming in from our foundation when the second flood happened. Everdry has been called out multiple times to fix what should have been done correctly first time. We found out during one of the many visits to fix various things done wrong that they actually didn’t do the waterproofing on the outside properly. Like only a foot of tar on the outside instead of three blocks deep, like they said it would be. The came out and fixed that. Then we continued to have water come in where a previous owner had take out a window well. They put more tar on and said that would fix it. It didn’t. So we called again and they said we should have your gutters cleaned out and have the backyard drain connected to the front drain that goes out to the street. At a previous check of the area they had said they also removed the metal down there. But when they dug it up again for this visit I could see that most of it was still there so they lied. They assured us again that this would fix the problem. It didn’t and today I went down there to get something out of the basement and there is water down on the floor, behind the i side barrier and coming through the cracks as well AGAIN. Smells musty again, and I know there must be mold growing behind the barrier. I have a mold allergy and lots of health problems that are exacerbated by stress and this whole experience has been nothing but stressful. When we bought the package they assured us multiple times they would take care of us and we would have a dry basement. Well we don’t. They said that any time anything goes wrong they will continue to fix it because we paid in full and we have a warranty. Every time someone comes out it is a different person. I have had the same complaint nearly every time they have been out and it still isn’t resolved.

  

  Business response

  02/22/2022

  EverDry Waterproofing of Columbus acknowledges that it performed waterproofing services at *** ********** ***** ********* **** ***** pursuant to a contract entered into with ******** ***** on April 21, 2020.
  

  The project  was complted  and thereafter  the homeowner reported issues requiring additional  work. Due to the owners' work schedules, nearly four (4) months passed until a service date was agreed upon. A final service was performed on September 21, 2021.  No communication was received from the owners regarding any ongoing problems until the filing of this complaint.  As such, EverDry Waterproofing was unaware of the existence of any ongoing issues.
  
  In  her complaint, Mrs. ***** correctly cites the  existence of a Master Service Warranty which provides for repairs of any lingering foundation issues. As such, EverDry Waterproofing will contact Mrs. *****, schedule an inspection and perform any additional repairs necessary to prevent further water intrusion.
  
  EverDry Waterproofing of Columbus is committed to providing quality service to its customers and stands behind its warranty. We are optimistic that the problems will be corrected shortly.
  
  Respectfully submited,

  Tim R***
  ******* ******** ******* ************* ** ********
  **** ****** ***** ***** ********* **** *****
  Office: ###-###-####
  

  
  

  Customer response

  02/25/2022

  I accept the business's response to resolve this complaint. I think the dates are a bit off in regards to the timeline. I have asked Everydry many times to come out specifically regarding the area that keeps leaking in the walls. Each person has given me a different reason and remedy to try and fix it. We had the gutters cleaned to help with water movement because they suggested that was the problem. We have has at least six service people come out and look at the issue, and dig up the dirt in front of that area of the basement. Tar has been applied 3-4 times and it still leaks. One man said he removed the metal for me, but when another man came out to check on the issues because it was still leaking the metal was still there. Another man suggested a dry well but then when the next man came out to install it he said it was too wet for a dry well. Another suggested I apply some sort of concrete to the inside of the wall. A previous owner had already tried that by the looks of it. We also had our washing machine sink connected to the main drain to reduce water and humidity because someone also blamed that despite the fact you can see the water coming in through the wall and feel it. Personally I think the wall itself where the leak is occurring need to be removed and replaced. I think the issues with this wall and the leaking have gone on long enough and we paid a hefty sum to have our basement completely dry and usable. There were a few people when we bought this service and work that guaranteed we would have a dry and usable basement and it isn’t two years later. I hope this will be the last time that someone will have to come out and that their next remedy will be the last one. Also wanted to note the reason you didn’t hear from me or my husband is because my husband’s father passed away and I myself has surgery in October and am just now better this month. I also didn’t call the office directly because as stated before I have has many service calls where I tried to be polite and resolve this issue with the company normally. But they keep giving me bandaids instead of actually fixing it like we paid them to do. So I hope they will finish the project completely like we discussed. The rest of the system they instilled  seems to be working. We are so close to having what we paid for. I haven’t heard from the company yet as far as scheduling goes for them to come out as they said in their reply so still waiting on that phone call. 
  
  Regards,
  
  ******** *****

  

  Business response

  03/28/2022

  Jim Z***, the Quality Assurance Manager for EverDry Waterproofing, met with *** and ******** ***** at their  home on March 24, 2022.  At that time, a service date was scheduled for April 27, 2022 to perform work intended to resolve the ongoing issues reported by Mrs. *****.  During this meeting, Mr. Z*** and the homeowners discussed that the sliding glass door located directly above the area of ongoing wetness reported by Mrs. ***** may be leaking and causing the ongoing issues.  EverDry Waterproofing will perform additional repairs but Mr. and Mrs. ***** understand that if the door is the source of the moisture intrusion, the responsibility for repair or replacement of the door will be theirs, not EverDry.
  
  EverDry Waterproofing will perform this work in an effort to satisfy Mr. and Mrs. ***** in every possible way.
  
  Respectfully submit***,
  
  
  Tim R***
  General Manager, EverDry Waterproofing of Columbus 
  **** ****** ***** ***** 
  ********* **** *****
  *******  ***** ********

  Customer response

  03/31/2022

  Ok so I will accept this attempt to fix the problem. We will get the door replaced but we were told to wait until after Everdry does their work in April to have it installed. If their work and also getting a new door installed doesn’t work I will contact Jim Z*** again from Everdry to see what they want to do next. Greatly hoping this will be the last time they have to come out regarding the issue with water getting into the basement as this has been going on for two years now and my health is poor. Also Jim Z*** received a large amount of photographs documenting the issues with the basement over the last 2 years as well as a long email with the dates and chain of events that led up to me contacting the better business bureau as well as the extra costs we had involved with the company not listening to us regarding the pet rabbit and the AC unit and the issues with the gutter work we had done that was not done right. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  01/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently hired this company to waterproof my basement. At first I wanted inside and out. Then I changed it to just the outside. They said that was fine but I would still Have to pay same price. When I asked why they replied they would send the salesman back out. When the salesman returned he was adamant on doing the whole thing. Did not respect my wishes. When the workers came to do the job they said that my basement was to full of my belongings and could not do the inside and that they wouldn’t change the price. They did half of the outside of my basement but did not fully do all the way around my house. They installed and **** ****** filter system in my basement but said it needed a part that he didn’t have that day and would be back in a day or two. Two months later I call the company and they had no knowledge of this. But they would schedule someone to come out. When I stated it needs to be after 3pm the said they could not do that. They stop work at 3pm. I basically had to take time off work for this to be done. Not only do I feel ripped off the workers left a mess in my neighbors yard, broke my water hose and did not tell me, also did half a job.

  

  Business response

  02/01/2022

  RESPONSE TO CUSTOMER COMPLAINT BY EVERDRY WATERPROOFING 
  
  EverDry Waterproofing of Columbus acknowledges that it performed waterproofing services at *** ****** Street, Marion, Ohio 43302 pursuant to a contract entered into with ***** **** on August 9, 2021.
  
  In her complaint, Ms. **** asserts that only part of the exterior component of the waterproofing project was completed.  That is not accurate.  The entire exterior waterproofing was completed on October 11, 2021.  In relation to the interior waterproofing system, Ms. **** was advised by EverDry employees that in order to complete the interior portion of the waterproofing project, Ms. **** would have to clear personal items from the basement.  Ms. **** signed a form titled Unique Situation Review Sheet acknowledging this fact on October 11, 2021.
  
  EverDry Waterproofing followed up with Ms. **** by telephone on January 11, 2022 to inquire about scheduling the interior portion of the work and install the ** ******* unit.  At that time, Ms. **** expressed that she was not satisfied with the work (no specifics were provided).  When asked why she had not called our company to report this, she responded that it would be “a waste of time.”  In an effort to inspect the property and install the ** *******, EverDry offered several dates and times to travel to her home.  For each date,  Ms. **** stated “I don’t have time.”  She finally agreed to January 26, 2022 and when the service technician arrived, she was not home.
  
  EverDry Waterproofing remains committed to completing the interior work and installing the ** ******* but certainly needs cooperation from its customer to accomplish this.  Upon communication from Ms. **** scheduling a service date, EverDry will complete all unfinished work.
  
  Respectfully submitted,
  

  *** ****
  General Manager, EverDry Waterproofing of Columbus 
  4271 Weaver Court North 
  Hilliard, Ohio 43026
  Office:  (614) 850-5600
  

  
  

  Customer response

  02/08/2022

  There are several things mentioned in their statement that is false. for instance they mentioned that on Jan 26,2022 I was not at home when the tech came to complete the installation of the **** ******. That was not true, I was home and the tech did complete the install on the **** ******. signed a paper stating it was completed. Also I know they did not completed waterproofing the outside of my foundation. I can see where they stopped working. and did not do the front or under my back deck. Which there is access to. Also I told by the salesman that they would work around whatever the needed to.  
  
  

  

  Business response

  02/23/2022

  Our Quality Assurance Manager will be reaching out to see how we might remedy the situation and come to a satisfactory result. 

   

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My sump pump broke on Thursday October 28, 2021. It began squirting water into the air like a fountain I unplugged the pump, but water was slowly accumulating in the well. I called Everdry and they said they would come on Friday. They never came on Friday and at the end of the day left me a phone message saying they didn’t have time on Friday and they would come next Monday. I called them immediately because the well was getting full. I said I was afraid my basement would be flooded. They said they would come on Saturday morning. They did not come on Saturday. I called repeatedly and was told they were coming. They never came. On Monday, they came and repaired my sump pump. With the pump working some of the water drained away. However there was still standing water and they didn’t put the lids back on the wells. They told me I should buy some box fans and run them in the basement. I had complained to the company several times during this event but they have not responded. My basement did flood considerably and the water did not drain. The flooring in my finished basement has detached. Electrical outlets, furniture, appliances, etc. were sitting in water for some days. This would not have occurred if they had come on Friday. I have paid the annual maintenance fee for more than 10 years in order to keep my warranty. They have not met their part of this agreement. Now, I am working though my home owners insurance and having the basement dried and the damaged materials removed. I think it would be fair if Everdry paid for this work. I have been very happy with Everdry service in the few times I called them over the years but something must have changed in the company. It’s too bad.

  

  Business response

  11/17/2021

  The homeowner has two crocks, one is under EveryDry when we arrived to change pump, the EverDry pump was working fine. The original (non-everdry) pump was disconnected inside the crock, it then overflowed the original crock overwhelming our pump. When our field supervisor arrived, they reconnected original sump pump out of courtesy, replaced our pump made sure both sump pumps were working. They also had suggested box fans to dry everything out.
  

  Unfortunately, we do not cover consequential damages, as stated in our contract. We are more than happy to come back out to the home is there is a continued issue. We do only show two service calls this year from Ms. *****. For same day services we have our guys work on a float schedule, if there is a ton of rain homeowners are informed, they will be given a call before our technician will arrive and we will do our best to get out there same day.
  

  Customer response

  11/27/2021

  I accept the business's response to resolve this complaint. 
  
  Regards,
  
  ******** *****

  
  

  I do not plan to pursue this complaint although the response from Everdry was not correct.  They claimed the well involved was not under their responsibility but, in fact, they had installed it.

  
  

  
  

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