Complaints

This profile includes complaints for Stay Dry Waterproofing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Stay Dry Waterproofing, LLC

  401 Chestnut St Marysville, OH 43040-1776

  
• 

  Stay Dry Waterproofing, LLC

  117 W Main St Ste 104 Lancaster, OH 43130-3799

  
• 

  Stay Dry Waterproofing, LLC

  20 S 3rd St Ste 210 Columbus, OH 43215-4206

  

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:04/05/2025

  Type:Order 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 contracted with Stay Dry for a foundation repair and stabilization of my garage as well as a retaining wall replacement. With a 25% deopsit down on a nearly $50k job that was supposed to start the last week of September and end after approximatery two weeks, it is now April and the job is around 25% complete.

  The garage has been piered, but did not close or seal the cracks in the foundation wall, a pile of debris from the demo of the wall has been sitting in multiple neighbors' yards since demo of the existing wall occurred in October, and the team has not communicated when the job will be complete, despite dozens of attempts to confirm our spot on the calendar.

  The team that came out to start the work didn't know how to read blueprints, communicated incorrect info to multiple sets of subcontractors they hired to do the retaining wall portion of the job, and have left significant amounts of debris on neighboring properties, resulting in lawsuit threats from my neighbors. 

  

  Business Response

  Date: 04/15/2025

  We have resolved this situation with the customer and the project has a start date and will be completed. 

• Initial Complaint

  Date:04/02/2025

  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.

  Had crawlspace encapsularion performed on 3/24/24. Could not get into crawlspace myself for examination Dehumidifier installed was shown single picture and made mistake of assuming entire project was done correctly 2 days ago had neighbor check under house for me. Asked me when the work was going to be completed. Humidifier sitting unplugged. Plug would not even reach outlet. Insulation leaning against wall not attached. Floor covering not seam sealed and coming apart condensation line from furnace and air conditioner had been broken and the seam tape they were using had been used to plug line 3/4 of crawlspace is floating like waterbed. When contacted day 1. Never returned call. When called back manager said would send inspector and would fix. Said no come get everything out including never used dehumidifier. Refused saying been more than year and i could see them in court That is where am going next

  

  Business Response

  Date: 04/08/2025

  At Stay Dry Waterproofing, we stand firmly behind the quality of our work and always aim to deliver the highest level of service and professionalism to every customer.
  This particular crawlspace encapsulation project was completed on March 24, 2024. At the time of completion, the customer signed a completion certificate acknowledging that the work had been completed properly and to their satisfaction. Additionally, during a recorded follow-up call, the customer stated that the project looked great, and she was pleased with both the results and the crew’s performance.
  We did not receive any communication from this customer regarding any issues for over a year following the completion of the project. During this time, the customer has indicated that additional work was completed in the crawlspace, which means there is no way to determine who may have disturbed or altered the system we installed.
  When Stay Dry left the project in March 2024, the installation met all manufacturer specifications and was fully operational. We did not receive any service requests or complaints until more than a year later.
  While we empathize with the concerns expressed, we cannot accept liability for changes or damage to the system that occurred after a full year has passed, especially in a space where third parties have since worked. We remain confident in the work performed and the satisfaction expressed by the customer at the time of completion.
  We take all concerns seriously and always encourage open communication immediately if a customer has questions or issues. Unfortunately, in this case, the delay and unknown modifications by others make it impossible for us to evaluate the situation as a warranty-related issue.
  If the customer wishes to have us revisit the property to inspect the current condition and determine what repairs or updates may be needed, we are happy to schedule a service visit.

  Customer Answer

  Date: 04/08/2025

  No additional work was done in crawlspace. 

  On calls to Stay Dry, the phone was answered as Ever Dry.   In 2024 march, the crew TOLD  me work under house was done.   Showed me single picture.   I am not able to get into crawlspace to check.   Repeatedly told them that.  When followup call in march 2024 was done said the outflow going into gutter did not look good.   Again said i could not get into crawlspace. Again said crew had been very friendly. Also said i would be calling in 1 year to have someone look and make sure all was still good and make sure dehumidifier working.  

  as for waiting a year.  Had neighbor go in and look due to HEAVY RAINS coming. Was accused of letting unknown varoius people in crawlspace.  NOT TRUE. Stay dry/ever dry said they would come look and fix.  Fix implies something broke.   This is not a broken something.  It is clearly very very very poor quality workmanship. Does not even explain how dehumidifier never plugged in

  Am in process of filling out paperwork to take it to small claims court

  Have now had another professional company come in to do work correctly very soon   

  
  Complaint: ********
  
  I am rejecting this response because: 
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:03/21/2025

  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.

  Contract signed 09/24/2024 with StayDry for $18,458.10 Total paid so far is $10,458.10 Stay Dry did not do the work according to specifications stated in the contract. The only work they have completed was the installations of the *************. This installation also caused damage to the concrete foundation, they did not seal any of the cracks in the area and during excavation cut the main waterline.I paid for steel support girders stabilized by floor jacks, floor jacks were incorrect type/size and they they did not use concrete footers as described in the contract agreement, Also, only 2 of the 3 supports were actually brought into my house, i am missing the 3rd. The were to dig a French drain around the interior of my crawlspace foundation. In some areas they dug only a few inches, not to specification and did not use rock (they forgot to bring it) to fill and then back fill the french drain, they used mud from the crawlspace floor, which is causing the pipes to fill with sediment and plug, Also causing damage to Sump pump. Other areas of the interior crawlspace were not dug out AT ALL, in fact, they just laid the drain pipe on top of the crawlspace floor, which is dirt. Some areas, there was no digging and no pipe at all. Pipes did not come together and feed into Sump basin, water is/has been sitting in my crawlspace over winter causing more damage from freezing/thawing cycles. I had an existing encapsulated moisture barrier in my crawlspace that has been ripped down, I was told that StayDry would get me a new one for damaging the current one. They also installed a sump basin that is too small and again, promised they would install a large one.

  

  Business Response

  Date: 03/25/2025

  We also want to acknowledge your frustration and disappointment with your experience. At Stay Dry Waterproofing, we take all customer concerns seriouslyespecially those involving professionalism, quality of work, and communication.
  Regarding the project, our team successfully completed the helical pier installation in accordance with the manufacturers specifications. The remaining crawlspace work was scheduled to follow; however, it was discovered that your septic system was full and leaching into the groundwater, creating a serious biohazard. For the health and safety of everyone involved, we were unable to proceed until that issue was addressed.
  After this delay, we were informed that you were denied for all external financing options. In an effort to support you and keep the project moving forward, Stay Dry offered an in-house financing arrangement. Unfortunately, we were later informed of your terminal diagnosis, and given the uncertainty surrounding future payments, the decision was made to pause the remaining work. The funds collected thus far cover the cost of the pier installation, which was completed in full.
  We want to be clear that Stay Dry Waterproofing is still willing to complete the remaining crawlspace work. However, we would require a secured payment plan or alternate arrangement before proceeding, due to the financial risks associated with your current medical situation.
  Concerning your comments about our teams conduct, we are investigating this matter thoroughly. We have strict expectations for professionalism and integrity, and any behavior falling short of those standards is taken extremely seriously.
  While this project has had its challenges, our goal has always been to provide quality service with compassion and transparency.

• Initial Complaint

  Date:12/09/2024

  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.

  Major of my complaint is unprofessionalism and rude, vulgar language from the owner himself. 

  Customer Answer

  Date: 12/12/2024

  12.12.2024, KG received phone call from ****** *****. He asked that business' response be sent to him by postal mail in addition to email to insure he receives it.

  

  Business Response

  Date: 12/12/2024

  Thank you for the opportunity to respond to this complaint regarding a recent service interaction with *** ****** At Stay Dry Waterproofing, we prioritize professionalism, respect, and high-quality service in all our interactions. Unfortunately, the situation with *** ***** escalated beyond what we consider acceptable, which led to our decision to discontinue the project.
  
  When our team arrived on-site, we were confronted by *** *****, who was extremely vulgar and disrespectful toward our staff. His behavior included derogatory remarks, both in person and during subsequent phone communications. Despite these challenges, our team proceeded to complete the portion of the work that had already been started. However, due to the continued hostility and unacceptable treatment of our employees, we made the decision to decline further work at the second property.
  
  To ensure fairness, we adjusted the invoice to reflect only the work that was completed and collected payment accordingly before leaving the property. While we regret the need to halt the remainder of the project, we believe this was the most appropriate course of action to protect the well-being of our staff.
  
  At this time, we do not wish to conduct any future business with *** ****** We wish him all the best moving forward and hope he finds a solution that meets his needs.
  

  Customer Answer

  Date: 12/18/2024

  
  Time: Wednesday, December 18 2024 12:12 PM
  From: ****** ***** **************
  Duration: 2 minutes 43 seconds
  Voicemail box: 123
  Transcript:
  Hello, this is ****** *****. Would you please return my call, case number ********. Thank you. That's not here, ******, she's laid in there. You? No, that's not cool. Okay, who's taking our paper? Who's taking our paper? That's over here, today. ******! What? That's what you said there yesterday. Say hello. Take that. What paper? Who's taking our paper? I'm ****. See, you're watching TV. I'm there yesterday. You're watching TV. Good luck to the TV, all the best to y 'all. That's all I wanted. I might have to stop to test you out more. Oh, if you can. Thank you.

  Customer Answer

  Date: 12/20/2024

  Very Unprofessional. Salesman only tested air quality. Never layed eyes on any mold. Said we have mold. You need mold removal 6k. I agreed 4500 down payment. Signed a contract that I had to read from my 3 inch phone screen. That should have the 1st red flag. Employees worked two days came to me after working, Were done need to collect.never offered to show me what they did.I inspect after they leave and the dehumidifier almost fell off the wall. a small patch on concrete wall was hit with a grinder.Salesman told me they would wipe down entire basement. Did not happen.

  Came back a 3rd day 2 new employees. By this time I am furious and let them have it. I apologized and he accepted. We continued talking about the owner and sharing personal stories.I called the owner and he was very rude cursing **** admit that I wasnt very pleasant either, after being lied to by employees and salesman.they were paid $ ****** for a completed project that still is not done today.I feel like an idiot for not researching this *** more intensively. What an expensive ******* I have researched wet basements and will correct the problem myself for hundreds not thousands. They have lawers (bc they know theyll get complaints.And to write them excuses to justify there incompetence.Research your project before hiring. 23 complaints in 3 years all with responses blaming customer.

  Read complaints SDW is always justified. BS

  Customer Answer

  Date: 12/24/2024

  reject, no accurate, fabricated

  Customer Answer

  Date: 12/24/2024

  BBB transcribed handwritten letter from consumer received via US Mail:
  
  On November 27 I called ******* Waterproofing to come check residence at ******************************. **** ***** Salesman come to my property and only test air quality. His findings wer poor. A Q **** sadi we test for mold. never entering the basement. he swabed HVAC. Yes you have mold issues. never once physically seeing any mo0ld. So ** talks to my wife and I and convinced us to hire *** to remediate mold and instal a humidor and dehumidifier. he also recommended one for my residence at *********************************************. So we agreed. We gabve him $4500 as down payment. 
  
  SDW employees showed up on 12.2.24 to perform remediation. That evening they said there were finished for the evening. Be back tomorrow. On 12.3.24, SDW shows up to complete work. Employees comes to me that evening, "I'm done, need to collect $8000. I informed him we provided down payment and were to finance the remainder. "OK", he said, his work was completed. After he left, I went to inspect work. I saw very little remediation and the humidor was not installed correctly. I called the ******* ** and sent him pictures and this is what he said in text: "We will get you squared away tomorrow I promise". (this was 12.3.24) "Again my apologies". He said he was on the phone with the owner and he is upset also. 
  
  Poor air quality is due to excessive dog urine in house not mold mold is in every house. look it up. ************ HVAC stinks - they said they fumigated HVAC. ****? is the owner. **** ***** - salesman. 
  
  12.18.24 ************************** completion. 
  
  12.4.24 I got a text "waterproofing" "I was calling to see if you were around. Give me a call back. I'm done the street from here. I'm at your apt 200 so I guess I'll drive down to 212. give me a call at ************ thanks"   
  
  So, they came and I told him that hew wasn't doing anything until I talked to owner ****. I admit I wasn't very nice but I apologized and we got along great. In teh meantime, I called **** and told him howdisappointed I was and he asked me if you "want the f&*(ing job done or not" He said that his employees were capable. I told him evidently no. So they worked for a while and then came to me stating work was complete and they wanted me to sign off and sign loan agreement. Arguing with me over amount. So I did what they asked. 
  
  After further inspection, I find work not satisfactory and incomplete. *** advertises "satisfaction guaranteed". I call the owner, ***** on 12.18.24 and he says he refuses to complete project. 
  
  We have paid SDW $10,000 and an incomplete job. I am seeking a full refund so I can pay someone else to do the job. 
  
  Sincerely, ****** ***** ************ Merry Christmas
  
  StaDry Waterproofing has caused my wife unwarranted stress and uncertainty and sleepless nites. If the *** would have come do the job as contracted there would be no problem. They caused me to research and research again about th eproblems I was incurring. I have found SDW to be untruthful in their practices. I would consider a refund of $6,000 of teh $9,500 I have paid. They did take $500 of the $9,500 I have paid. They did take $500 of because of my dissatisfaction leaving a balance of $9500. Why did they give me a discount? Because they knew that they were in the wrong. This has been a nightmare to me and my family. i try to be as honest and fair as I can be. My family is the highest priority. We have 11 children, 9 of which ar eadopted. We have fostered 100 children. The point is that I feel that I have been lied to, treated unfairly and deceived. *** has breached the contract and I will settle for no less than I have proposed. PS An apology is warranted. 
  
  Sincerely, ****** *****
  
  If they would have done what we agreed there would be no problem. Too late. 
  
  I can remove both humidor dehumidifer and they can make arrangements to pick them up. I do not want them. 
  
  I paid $4000 for 2 humidifiers, $6000 for remediation - $500 = $9500

  

  Business Response

  Date: 01/08/2025

  At Stay Dry Waterproofing, we are committed to standing behind our work and addressing all customer concerns with professionalism and care. We make every effort to resolve issues and ensure our customers are satisfied with the services provided.
  
  In Mr. ****** case, we have repeatedly offered to send a member of our management team to his home to conduct a thorough inspection, address his concerns, and create a detailed plan to resolve any issues. Unfortunately, Mr. ***** has not allowed us to complete this step. Without this critical inspection, it is challenging to assess and rectify his concerns effectively.
  
  Additionally, during our attempts to resolve the matter, Mr. ***** became belligerent with our office staff and made threats of violence towards our owner during a phone conversation. This behavior has placed us in a difficult position, as the safety of our employees must remain a top priority. Regrettably, this has prevented us from taking further action to address his concerns.
  
  Despite these challenges, we remain willing to resolve this matter in a way that prioritizes safety and professionalism. If Mr. ***** is willing to communicate respectfully and work collaboratively, we are open to revisiting potential solutions.
  
  We sincerely wish Mr. ***** the best and hope for an amicable resolution in the future.
  
  Sincerely,
  Stay Dry Waterproofing

  Customer Answer

  Date: 01/08/2025

  Time: Wednesday, January 8 2025 2:24 PM
  From: ApplyDARRYL ***** **************
  Duration: 12 seconds
  Voicemail box: 152
  

  Transcript: ******* *****, ************. Thank you. Call me back.
  
  
  

  
  

• Initial Complaint

  Date:07/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  BBB entered complaint hard copy transferred from another BBB.

  I want my down payment returned for waterproofing due to my health could not get basement ready for 15th appt.

  I don't want sump pumps put in just waterproofing. Company knows I don't do email call please or computer as per Jordan & Jessica. I cancelled to Jordan & Jessica by phone had no address to write letter got address from BBB on my call 7.5.2024. 2nd call no return calls from stay Dry.

  

  Business Response

  Date: 07/18/2024

  This refund check was mailed out and it appears it was never cashed and customer stated they haven't received it. Stay Dry has issued a new check and it was mailed out on 07/18/2024. 

  Customer Answer

  Date: 07/22/2024

  7.22.2024 BBB received phone call from consumer stating she has received a check from Stay Dry Waterproofing and her complaint can be closed.

• Initial Complaint

  Date:04/17/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/14/24 salesman John from Stay Dry in Marysville, OH came to our house to speak with us about a mildew smell in our office. We had our sump fail on 1/9/24 and were experiencing this strong odor in the office. We took him into the office explaining it was the only place we could smell it. We didn't have this smell in the basement. He tested the air and explained that we were positive for mold and this treatment would eliminate the mold in our house so the smell should go away. He explained they would need to pretreat our area that day and 30 days later his team would come to the house for the full treatment. This would take 4 to 6 hours and they would have to manually wipe down everything in our basement and also use a machine to treat the air and kill the mold. We would have to leave the home during the treatment. We paid a $600 deposit that day and scheduled the treatment for 3/15. On 3/15 the manager, Troy arrived and we explained the same thing to him. He smelled the office and said this treatment will eliminate the mold and in turn the smell should dissipate. He even agreed to run the treatment longer in that room. They were done within just over an hour and it surprised us since John had said it was labor intensive. Upon checking the cameras, they never wiped anything, used a HEPA vacuum and sprayed with a machine. When I called about this, they told us John was let go and what he told us about wiping things down was not true. Troy came back out to our house because I was still smelling the mildew and tested our air again. The report shows our levels to be acceptable. I have asked them to credit us back half the cost for the misinformation we were told by John and sold a treatment that did not do at all what he claimed it would do. We still have the smell in our office. They never did a treatment the way he explained it. Jessica, an employee there, stated she could only email a manager and would not tell us who or when they would contact us to resolve this.

  

  Business Response

  Date: 04/22/2024

  This customer paid us to complete a mold remediation which was completed. The home still has an odor that persist and feels it’s our fault. We went above and beyond and even paid for an air quality test for an independent laboratory to review and it came back negative of any toxic mold. They had a flood in the basement below this room and the home had a mold and mildew smell . The customer needs to possible need to take extra odor measures. We advise the customer that maybe she needs to take some extra measures with a pest company to see if it’s a pest issue. But it’s not a mold issue.
  
  Customer advised that the smell is much much better but still has a odor
  

  Customer Answer

  Date: 04/24/2024

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

• Initial Complaint

  Date:03/15/2024

  Type:Order Issues
  Status:

  ResolvedMore 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.

  Customer Beware – please take the negative reviews and BBB*** complaints regarding SDW seriously. Be sure to document their work yourself with photos, videos, names of all staff present. We chose SDW for their warranty and apparent reputation. We asked that the work be documented. SDW staff took pictures and videos and showed us their documentation. We were told that information would be emailed to us with the invoice. We were told that a staff member would be out to examine the filled holes to give us the go-ahead, activate our warranty, and to give us approval to reinstall our floors. For months, we repeatedly asked for the documentation, a walk-through inspection, and warranty information via email and phone calls. We received a variety of contradicting excuses about missing data. We asked for an inspection which they said they didn’t do. We asked for a recommendation for a structural engineer which they provided. The entire week prior to the appointment we called SDW nearly every day to request the documentation to provide to the engineer. We asked them if they couldn’t get it to us before the appointment, if they could send an SDW representative out to speak to the engineer. I provided SDW with the time and name of the engineer. SDW did not show up. The structural engineer attempted to call their president, Mark M*****, while inspecting the property and was redirected. Without documentation or a representative willing to speak to the engineer, they were unable to determine the true effectiveness of SDW’s claimed work. We demanded a refund and SDW procured an attorney who also has ignored our pleas for documentation. Seven months later, we still have not received documentation from Stay Dry Waterproofing.

  

  Business Response

  Date: 03/26/2024

  This customer is directly dealing with our legal team, there is no issues with the work provide and has never been a service request from this customer. No further information can be provided at this time. 

  Customer Answer

  Date: 03/27/2024

  I am rejecting this response because: The company's statement that "there have been no service requests" is untrue. There have been multiple requests for the follow-up walkthrough they required to activate the warranty, information on the permit, an inspection, and documentation of the work completed.  SDW also refused to provide an explanation of the work performed to a structural engineer to assess.  
  
  Regards,
  ****** ********

  

  Business Response

  Date: 04/03/2024

  This is a pending legal issue our attorneys are in contact with this customers attorneys so no further comment can be made at this time. 

  Customer Answer

  Date: 04/10/2024

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

• Initial Complaint

  Date:08/03/2023

  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.

  Constituent took out home improvement loan and hired Stay Dry to raise the island. It is now sinking less than 2 years later. Stay Dry states it is sinking due to termites but he constituent claims to get pest treatment every year.

  

  Business Response

  Date: 12/12/2024

  First and foremost, we apologize for any inconvenience this situation has caused. It's essential for us to address any issues and ensure our customers receive the highest level of service.
  Upon thorough inspection, it has come to our attention that the wood in the area you mentioned has suffered from significant termite damage, rendering it unstable and structurally unsound. Unfortunately, stabilizing this area will require the replacement of the damaged wood and termite treatment before any stabilization process can take place.
  To better understand the situation and provide the appropriate resolution, we kindly request that you forward any documentation related to the yearly termite inspection and treatment you have been conducting. This information will be invaluable in our efforts to review the matter thoroughly with our legal team.

  This Complaint was closed in August of 2023. We never received the consumers yearly termite inspection reports. This Matter is closed. 

  Customer Answer

  Date: 12/12/2024

  We reject the business response.  But just so they'll actually fix the floor, I will forgo my usual pest control company and get ******** to do a free examination next week.  That way you'll have a fresh report there are no termites.

  

  Business Response

  Date: 12/27/2024

  The structural issues affecting your home are a result of termite damage. This is supported by the report from ********, which indicates the installation of bait stations to address an active termite infestation. This report confirms the presence of current termite damage and activity. Unfortunately, termite damage compromises the structural integrity of a home, and as a waterproofing company, our expertise and services are not designed to resolve or mitigate structural issues caused by termites. We sincerely regret that we cannot provide further assistance in this matter. 

  Thank you for your understanding, and we wish you the best in resolving the underlying issue with your home.

  Customer Answer

  Date: 01/03/2025

  I need to hire another engineer because the one I hired appears to be a fraud.  He refuses to send me the paperwork for the inspection.  *** *** ** *** *** ** *********  

• Initial Complaint

  Date:06/26/2023

  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.

  We were told that every inch of our walls would be ground while a negative air system would be set up and all vents and other parts of the house were sealed up. THIS DID NOT HAPEEN. After hiring a company to do our ducts, and seeing what a negative air system is there is no evidence this was done in our home during remediation which would spread dead mold spores throughout. Our house has a TERRIBLE MOLD SMELL since hiring them. They also led our vent into our hvac uncovered during the entire job leading us to have to spend 1000 dollars in hvac cleaning and spreading dead mold spore into the hvac. We were told they would treat the wood in our basement which did not happen as well as come back to our home and re-test which did not happen. Now the water system. The concrete was laid terribly. The sump pump was installed wrong and actually flooded a fourth of our basement a few days after completion, however the bucket of the pump was installed a few inches above ground and I could push water into it.Half Inch layer of cornered dust through entire basement AND much of our upstairs. Now living in our home and seeing mold symptoms come back we realize this is how they treated our mold remediation and that must have been spread through the home too. There is no way our house was sealed off during My wife and I spent weeks, literally weeks after the job cleaning the home before we could move back because of the mess. MULTIPLE people from their company that came because of things done wrong or things forgotten were upset with the job done. While there WAS more grinding done and the guy who fixes stuff was awesome and fixed our concrete and sump pump and did some cleaning he was rushed because he had to squeeze us in before another job. This was after my wife and I had to clean and mold was spread. We were excited to hire them because how careful they made it sound and promises that were made but nothing was done the way it was said.

  

  Business Response

  Date: 06/29/2023

  This home suffered from years of neglect and extensive mold and water damage that was hidden behind finished walls. Stay dry was hired to complete the basement waterproofing and mold remediation for the basement and a final fumigation of the basement and the HVAC system. The negative air system was ran in the basement are but stay dry was not contracted to complete the negative air in the whole home so that was not completed. The fumigation was completed in the home and the HVAC system upon project completed but Stay dry is not a HVAC cleaning company so customer was advised they would need to hire a duct cleaning company to professionally clean the ducts after the work was completed. In the contract the customer signed it states this is a major construction project and there would be dust that would require the homeowner to complete some cleaning after the project was complete. This home was in such terrible condition that it will take weeks for the system to catch up and the home to dry out from the years of neglect customer was advised of this. We have sent a couple people out after the work was completed to complete service work for this customer to try to satisfy them but that doesn't seem to be happening. Stay dry has honored our warranty for the service that has happened and we have tried a few different options to make this situation better for the customer but our staff was disrespected by this customer on a few occasions so this situation has been passed on to our legal team for review so this is a ongoing legal matter. 
  

  Customer Answer

  Date: 06/29/2023

  Upon buying our home we found black mold behind drywall in our basement. Basement was gutted and mold was immediately remediated by a professional. It was not neglected. Both ******, the salesman and the lead from the team who worked on our basement commented on how the mold is not that bad. I do want to warn others because I now see why the contract says our home was suffering from sever mold. When I read the contract I thought it was odd to be phrased that way considering the comments he made during the inspection however I signed because I wanted the mold that was there to be remediated. Bottom line, regardless of how bad the mold was we were promised our walls would be remediated a certain way and it did not happen. 
  

  Also, our HVAC system was not covered properly during remediation.

  During this process I have been nothing but kind. When the team that was working on our basement was unaware of, and did not know how to do certain things that were promised I patiently explained what was promised. 
  

  When I can into our home and saw our upstairs filled with concrete dust I gently asked if they could do some kind of clean up. 
  

  When I walked in on the team doing our crack injections by rubbing the injections onto the cracks in our wall with their fingers because the caulking gun did not worked I calmly asked if they could do it properly.

  When things were forgotten and another team of guys had to come to our house to install what was forgotten I adjusted my schedule to meet them a day later at noon, however when this got pushed until 6pm I did not complain and adjusted again. When the truck of the guy who came to my house to install these things died and I realized my jumper cables were in another car I drove to *******, bought cables, and jumped his car.

  When the forgotten clean air system was installed, and the guy who did it took pictures of how messy our house was left by the initial team and said he would report him I expressed I did not want anyone to get in trouble.

  When my wife and I spent weeks cleaning the mess, not just in our basement but also upstairs we had agreed we would just deal with it. 
  

  It was not until our sump pump that was installed incorrectly flooded our basement that we decided to hold the company accountable (not only was the pump installed incorrectly to where it flooded the basement, but we later found out the motor was pushing water down not sucking it up and it had burnt out which had to be fixed by then as well). 
  

  In every phone conversation and email I was extremely kind. While I was very frustrated considering everything that happened, especially when communication on their end became an issue, however I expressed to every person I talked with that I understand it is not their fault and my frustration was not with them. They would always express that I was totally fine. 
  

  The final conversation I had with the head guy of the Columbus region I thought was a good one. I expressed, in a calm way that I feel like we got robbed because as a teacher and parent of young children, one that has severe medical disabilities, I spent most of our money on something to protect the health on my family… and it was not done carefully. He expressed he understood and felt bad and he could t promise anything but would talk to his head boss then call me back in fifteen minutes. This was the last I heard from him. Honestly I understand that I signed the contract upon completion. I regret doing that… however I understand I really have no leverage. Through the whole process I simply wanted our house done right. I did not want to get anyone in trouble and because of that I was not as aggressive as I should have been when things were not done properly. While I am not naive, and I know I will probably not get a refund or any money back (which is a bummer but fine), I simply want to warn others that while I do not think the individual people at stay dry are bad people… the company as a whole is here to make money. They carefully cover themselves and as a whole are ok with screwing the customer. The amount of people that expressed dissatisfaction and regret on a personal level to me about the work done on our house was high, but when it came down to it we are out 14,000 dollars with a job not done properly. Be careful when you hire them. Especially after the response to my complaint. End of the day, the people I interacted with no their claims are coregate

  Regards,
  
  ******** *******

  

  Business Response

  Date: 07/05/2023

  We would like to address the recent statements made by Mr. ******** ******* regarding our employees and the quality of our work. We want to clarify that our employees have never engaged in any conversation with Mr. ******* regarding the quality of the work performed on his property. Any claims made by Mr. ******* regarding our employees' opinions or dissatisfaction are false.
  The Customer did acknowledged that their home was part of a major construction project. We understand that construction projects can generate dust and result in some degree of mess, despite our best efforts to minimize their impact. During any construction or remodeling project, including basements, it is common to encounter dust and debris due to various factors such as cutting materials,
  drilling, and other construction activities. While we strive to maintain a clean and organized work environment, it is important to note that some residual dust may be present. We do our utmost to minimize dust and its spread beyond the construction area. Our teams take precautionary measures, such as sealing off the construction zone, using dust barriers, and employing specialized tools to capture dust at its source. However, it is impossible to completely eliminate all dust particles during an ongoing construction project.
  We understand the inconvenience this may cause homeowners, and we appreciate their understanding and cooperation in addressing any dust-related concerns.
  Regarding the clean air machine, we acknowledge that it was not installed on the originally scheduled completion day. We apologize for this oversight and any inconvenience it may have caused. We understand the importance of timely completion and delivery of all promised components of the project. We take full responsibility for this lapse in communication and have taken measures to ensure that such delays do not occur in the future.
  We want to assure the homeowners that the clean air machine has been installed as per their agreement. We prioritize the health and well-being of our customers, and we stand behind our commitment to provide a safe and comfortable living environment. Should any issues arise with the installed clean air machine, we encourage homeowners to reach out to our customer service department, and we will promptly address their concerns. Regarding the pump failure, we understand the frustration that arises when unexpected
  issues occur. While we strive to deliver the highest quality workmanship, equipment failures can occasionally happen due to various factors. It is for this reason that we have warranties in place to protect our customers and provide them with peace of mind. We want to assure the homeowners that we stand behind our work and are committed
  to resolving any issues related to the pump failure. Our warranties are designed to cover such situations, and we will take prompt action to rectify the problem. We apologize for any inconvenience caused by the pump failure and appreciate the homeowners' patience and cooperation as we work towards a
  resolution.
  
  

  Customer Answer

  Date: 07/08/2023

  I would like to provide clarity on a few of this companies claims: 

  Claim: Employees did not make comments about the quality of work. 

  This is not true. Multiple employees made comments. Pictures were taken of the mess to be shown to the boss. When the clean air machine was installed the employee who installed it informed me the lead who worked on my house was suspended. 
  

  Claim: The dust was residual and the company seals the work zone.

  This is not true. As I stated before the vent leading into our HVAC was left uncovered during mold remediation and a layer of dust covered our entire kitchen… which is upstairs. I would hope a company certified in mold remediation would understand that while mold spores may be killed during fumigation… dead mold spores can cause extreme health issues and should not be spread through the home through the HVAC. Lack of responsibility taken by the company in this area makes me question their knowledge on remediation. 
  

  Claim: The sump pump was “equipment failure.” 
  

  This is not true. The pump did not malfunction. It was installed improperly which is why our basement flooded. 
  

  Im disappointed in the companies claims about my character. Both that I am lying about what was said to me and how I handled myself interacting with their employees. Both of these are false. 
  

  I in no way enjoy going back and forth with them. This is literally the first bad review I have written in my life. This will be my last response. If the company would like to rectify this situation they can return my attempts to communicate with them directly. 

  Regards,
  
  ******** *******

• Initial Complaint

  Date:05/03/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Stay Dry Waterproofing came to my house in Oct 2022 to patch a crack in the foundation of my basement. I didn't have the drywall repaired immediately because I waited for the next big rain to ensure there was no more water. By April I could see there was no leak so I proceeded to have the drywall repaired. At that time I noticed that a wire in the wall had been cut by the repair crew when cutting the drywall. I hadn't noticed this before because I dont use the room where the crack had been. I called the company & after two weeks of calling them multiple times, they said that they would come to my house on May 4 at noon to look at the damage. I called them on May 3 to confirm the appointment & there was no record in the system that there was an appointment. The woman on the phone said that the manager 'Brock' who has no last name, email or phone number must have cancelled the appointment & noted that there was no proof that their crew did the damage. So Brock cancelled the appointment, didn't follow up with me & isn't taking responsibility for the damage his crew obviously made to the wire in my wall. It is apparent when looking at the inside of the wall that the insulation was cut to the point when the tool hit the wire, which could have only been caused by someone cutting the wall. My drywall was intact prior to this company coming to my home so not sure what more proof is required. I dont have cameras in my basement to record the incident to "prove" they did it. However, the crew did show up at my how smelling like marijuana, they didn't turn in the check I gave them for the repair for weeks ( i ultimately paid with my credit card & stop payment on the check. several weeks later the company mailed me my check back.) So not a surprise they would do some damage & not own up to it. But even worse that the company now wont take responsibility or have enough courtesy to call me vs just not showing up or ever calling back. Not professional or even very adult like.

  

  Business Response

  Date: 05/05/2023

  This repair has been made. This complaint is invalid. Our company had to investigate the issue since they had other contractors working in their home and any of them could have caused this damage. 

  Customer Answer

  Date: 05/15/2023

  The issue has been resolved however the complaint was valid. I called the company 17 times over six weeks and had an appointment scheduled to have someone come and look at the issue. That appointment was cancelled and no explanation provided, but it took more phone calls to actually get someone out to look at and correct the issue. The only two times I ever received a call back was 1-to reschedule the appointment to look at the issue and 2-to ask to stop leaving negative comments about their service. I had to chase them for weeks to get any progress. My request was entirely valid and reasonable. They made the issue much more complex and aggravating  than it needed to be.