ComplaintsforEverDry Waterproofing

• Initial Complaint

  05/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Thinking I should do something about for possibility of wet basement in my older home. Contacted Ever Dry and met with Salesman in my home the first part of May, 2024. Was given cost, was told work could commence soon and be finished in 4 days once started. Told them they would need to be on site by 8a daily because I could not have any one there and had to work. Was promised this would work. Felt pressured into signing, but did. Work started on May 15, no foreman present, they left early. Nobody on May 16, house unlocked all day for them. May 17, had to leave home open again, but they eventually showed up. Contacted office about these issues. Told me they would not be back until plumber came on 5/28(maybe) and then inspector on 5/31(maybe) and both would require someone at home. I work!!!!! My basement is open to storm run off and more damage.

  

  Business response

  05/29/2024

  The consumer called in to report she has reached an resolution with the business and wants to close the complaint.

• Initial Complaint

  04/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We recently purchased a home for which the prior owners had purchased and maintained an EveryDry service agreement. They have a contract which states the service agreement renews for $35 annually and is transferrable to the new owner. EverDry mailed us a card and a letter stating that we owe them $75 annually to renew our service agreement. I called the previous owner and they confirmed that it was always $35. So I called EverDry to inform them that the bill they sent me was incorrect only to be told that the contract with the original buyer doesn't apply and that I have to renew the service agreement under their current price, which is 75 per year. But that is decidedly NOT what the contract says, it says it is 35 per year and transferrable. ******* said well the contract doesn't say that you get to keep that price. Well actually ******* it does, because when a contract doesn't explicitly state that something can change, you have to go with what the contract says. That is literally what contracts are for. So I consulted legal advice to double check my interpretation of the contract and confirmed that my interpretation was perfectly reasonable. ******* said she would "send it up the flagpole" and would "give me a call back" well that was two days ago and not a peep from her. But she basically told me there is no way they are giving me the old rate without legal action. Which is absolutely ridiculous for all of $40. And of course the service fee is due this month so I'm 99% sure they are just trying to wait me out so the whole contract and service agreement will be void. I'm not bent out of shape over $40 a year, it's not about the money, it's about trying to pull a fast one on new customers and bullying them into paying something that was never agreed upon under threat of having their service cancelled. Absolutely despicable.

  

  Business response

  04/15/2024

  We are looking into this and will reach back out.

  Customer response

  04/15/2024

  
  Complaint: ********
  
  I am rejecting this response because: there has been no resolution. They said "they are looking into it" which is the same thing I was told when they ******* called me back on April 5th the day after I submitted the complaint. Now 10 days later they are still "looking into it." How hard is it to read a contract?  
  
  Sincerely,
  
  **** ****

  

  Business response

  04/19/2024

  ******* our  Warranty Department Representative will be reaching out to you to discuss your transfer and address your concerns. 

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Was told there would be white panels on the basement walls to give the basement a finished look by ***** who sold us the job. It was factored as part of the charge and we was charged for something that did not get done. I was also put under the impression that the entire basement floor was going to be replaced at the time of the price agreement and they only did along the wall. Job done is only worth half of the amount charged.

  

  Business response

  03/22/2024

  We have read the concerns of this customer and have already reached out to him. We have already established an appointment with him to go to his home on April 15, 2024 to go over his concerns.

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Attempting to get a breakdown of what was all done to my basement in June (cost) . I want to know what sump costs , dehumidifier and labor costs in writing . I got no manual on the dehumidifier or sump pump. Sump pump alarm goes off frequently - system is fine . Was told that the finance company would supply this via phone . Not a hard copy

  

  Business response

  11/06/2023

  We have emailed the manuals and have scheduled an appointment  to inspect  pumps.   We will be happy to answer any questions you have at your service appointment or please call in .    We look forward to seeing you.
  
  

  Customer response

  11/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: they are unwilling divulge the cost of air freshner , sump pump and labor cost . I want to know if the repair to the basement really cost 19000.00 or less. If less by how much .
  
  Sincerely,
  
  ****** ******

• Initial Complaint

  10/09/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Consumer states company visited his home on Friday evening October 6 and that he signed some paperwork but did not receive a copy of the contract or the cancellation policy. Consumer called the business today Monday October 9, to cancel and was told that he could not cancel. Consumer was advised that he does have the right to cancel because it has not been 3 business days and today would not count as the *********** is closed due to Columbus Day. He will also be sending a cancellation notice tomorrow by certified mail.

  

  Business response

  10/10/2023

  This complaint has no merit as this was never an actual new order, only a proposed quote as the homeowner never gave a deposit. 
  So therefore, there is nothing to cancel and homeowner has no debt or obligation with our company. 
  

• Initial Complaint

  09/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My basement continues to leak after many attempts of them caulking the cracks. I still haven't received my whole home dehumidifier. We paid 22 grand for them to make my basements waterproof. There's still alot of mold growing and my kids are continuing to get sick from the mold. Sept 11 2022 is when they started working on it and a month later they said it's finished. They destroyed my washers water line, the croc that the sump pump is in isn't even sitting straight. They did a horrible job and it's not worth 22 grand.

  

  Business response

  10/18/2023

  Our Production Manager spoke with  home owner and came up with a mutual agreement to get concerns taken of.     

  Customer response

  10/18/2023

  
  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.
  
  Sincerely,
  
  ******** *********

• Initial Complaint

  08/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We contacted Everdry on the recommendation of our neighbors. We had water come on through the back corner wall of our basement. The salesman came out and looked around and ran tests and told us we needed to waterproof, which we agreed to using their multi step system. The salesman promised us 12 months no interest if we agreed that day and signed, which we did. From there they came out and installed the EZ Breathe with no issues. When they began the waterproofing the first day they just sent one guy with a jackhammer, he did not finish so had to return the next day to finish that. The job was told to us to be 2 days, which I had taken off work for, but ended up taking them 4 days. After they finished they left behind huge slabs of concrete all over the basement, as well as all over my lawn where they had been mixing it. I also found tools and drill no it’s all throughout my basement. After this I contacted the office to voice my concerns with the state my house was left in, and was put in touch with a service manager. This gentleman made an appointment to come out to go over my concerns as well as do a final inspection of the installation. He gave me a date and time window, then neither showed or called me to reschedule. Fast forward to now and my basement took on 1/2” of water during a storm, while my neighbor with the same system got none. We reached out all day following the storm, until finally being told a tech would be out to look at it, of course one never came.

  

  Business response

  09/19/2023

  Our Service Manager has met with the ho and they have came to a mutual agreement of what Everdry will to at the next service appointment to take care of a few issues.   Home owner is satisfied with the resolution.   We look forward to servicing you.

   

   

  Customer response

  09/19/2023

  
  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.
  
  Sincerely,
  
  **** *******

• Initial Complaint

  07/10/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Called Everdry for a free estimate and had a rep come to my house on july 6th, 2023. It was an extensive visit and the rep provided a lot of information. My first reaction was scared and just wanted to get the issue fixed. They gave me an original quote of 24,500. This is clearly a lot of money and was a bit hesitant. The rep then said if i fill one of their open spots in Aug, 2023 he can knock some off the price. I ended up agreeing and signed a contract and applied for financing. I was given to pieces of paper 1. the service contract that showed the work to be completed and the price 2. a notice of cancellation (3 business days which puts be at midnight of 7/10/23. I called on Friday 7/7/23 @ 8:46 am less than 24 hours of the original contract to cancel. I was told that I can't come in to drop off cancellation paperwork but would be REQUIRED to have the rep come out again and fill out additional paperwork. I expressed I did not want this or think this was legal. I was then told that it was a special situation because i had a direct date to start work. Per the law, there is nothing that states any of these special situations. I dropped off and signed the notice of cancellation at their toledo office on 7/10 @ 9:44 am. The front person said all the managers were in a meeting she would take her copy/part and someone would call me back. ***** called me back and said again someone needed to come to my home to cancel. Per law no where does it say any of this. I asked if there was additional paperwork to sign to cancel and he said he didn't know because he didn't know what i had signed up for. Once again per law it doesn't matter what you sign up for, if you are CANCELLING! I am extremely frustrated as it seems like shady business practices after I called on 7/7/23 to cancel and dropped off paper cancellation slip and still no guarantee that it is cancelled.

  

  Business response

  08/01/2023

  Our Finance Manager emailed home owner on July 13th, that everything was canceled.    We apologize  for communication issue.  

  Customer response

  08/01/2023

  
  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.
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  EverDry completed work in November 2022. $500 down payment on 8.3.22 and $19,784 financed. An area of discoloration began forming on a limited section of baseboard trim. I called EverDry for professional assessment to determine the source of the problem. The business committed to provide waterproofing services that would resolve the moisture issue emerging in that area. After the recommended multi-step job was complete, the initial problem persisted. The issue was misdiagnosed as a foundational problem but was actually a leaking pipe, a repair that only cost $300. This led to overly invasive and extremely costly renovation that was ultimately unnecessary. In addition, the work was done poorly, without proper permits, and deemed in violation of Ohio Building Code. A “Stop Work Order” was issued on 2.9.23 by Lucas County, 2 weeks have passed without response. My home is left with greater potential for water damage and even more concerning, a state susceptible to electrical fire. Examples of poor workmanship: sump pump (an open water source) is being powered via extension cord that passes across a doorway and discharged water is pooling less than 10 feet from my home and started recessing back towards the foundation. I incurred the extra cost of materials to repair the basement walls and carpet and to hire a plumber to repair the leak. I had to take 5.5 days off of work, including unsuccessful attempts to get the situation remedied in a timely amicable manner. Attempted Resolution: My complaint eventually progressed to the production manager, who came to my home on 1.24.2023. He offered a refund of approx $2,500 for return of equipment and stated he was not willing to offer any other refund/resolution. I would describe my experience with EverDry as predatory. I was sold expensive work THAT I DID NOT NEED and the issue MASSIVELY compounded after the work was completed with a blatant disregard for quality and safety.

  

  Business response

  03/17/2023

  Everdry Waterproofing has been in business for 36 years serving Northwest Ohio and Southeast Michigan.  We offer a full service warranty with each job.   We were contacted by you and your husband to perform a free 20 Point Inspection.   We completed a inside and outside comprehensive inspection along with an air analysis and mold testing.   Our results showed that your foundation was in need of both inside and outside waterproofing.  You were offered our different systems and you  choose the Multi Step. Once the system is installed sometimes there are still  issues not related to the system, which was the case with your water line that was behind the  paneling.  I can see why someone might see this as the only problem, but in this case we have documentation showing moisture issues stemming from no protection on the inside and outside. . Our production manager came out to inspect the work and go over your concerns.  During the visit the sump pump cycled seven times which was from water coming into the inside drain tile that we installed. This shows that you had water issues coming from under the floor.  This has nothing to do with the water line problem.   During your inspection you agreed to make walls bare and accessible which it states on the contract , you gave us permission to do this with you replacing whatever we needed to remove to install the system.  
  After every contract is signed the Home owner has 3 days to cancel the job, you and your husband choose to go forward with the job.
  All necessary permits have been  pulled and will have the proper inspections by Lucas County.  Your Everdry warranty is transferable to the now homeowner once you sell your home.   We stand by our inspection and the work performed.  We apologize and will continue to address your concerns.  
  

  Customer response

  03/19/2023

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

  1. The work completed by EverDry was not necessary to address the initial concern that was clearly indicated/communicated to the sales representative.
  
  2. It also cannot be disputed that the work was done poorly and did not meet minimum quality or saftey standards, as supported by the “stop work order” that was issued by a Lucas County and the ongoing work that has to be done by outside professionals to fix the job.

  $20,000 of work that did not resolve the initial concern- AND that has to be completely redone is unacceptable. 

  I am greatly disappointed that your response lacks any sense of accountability or integrity. Unfortunately, I have come to learn that I am not the only consumer that has had an experience such as this and has been left with no other option but to seek legal representation. I have already attempted to remedy this issue by direct contact to your company and if you still do not want to negotiate a refund via the BBB, I will pursue a different route. I would like to note that I did not sign the page of the contract requiring arbitration and will proceed accordingly so that I will be treated with the fairness that consumers are entitled to when they trust a business to come into their home.

  Consumer's Right”, by definition, is the right of a consumer to have adequate information regarding the quality, quantity, potency, purity, price, and STANDARD of the commodity they are using and that they are protected against any malpractices as a consumer.

  Sincerely,
  ******** ******

  

  Business response

  03/24/2023

  Attached is the Right to Cancel
  
  We are sorry that this situation has come up for you. We stand with the refund that was offered. $2500 for equipment we can remove from your home but still give you a full warranty. We feel, because of personal reasons, you now will have to sell your home and are looking to recoup costs because they afford the cost of this project.
  
  We are standing by our installation and will honor the warranty to the next homeowner that buys your home.
  
  Your project will be inspected by Lucas County and the stop work order has been lifted.
  

• Initial Complaint

  02/21/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Everydry came out to our home and gave us a quote on our basement. We agreed to have them start our basement. We were not given a date to start. NEVER informed of a cancelation/contract date of 3 days. We had them out again 2 weeks late because we were having second thoughts. We agreed to go forward with it again. NEVER TOLD ABOUT A CANCELATION DATE. We also NEVER HAD ANY PROCESS START. We did not have a date. We were told possibly in March would have some come out to assess what they need to do. We never had anyone out again besides the salesman. We called to cancel as we realized they were not being honest about what our home needed. We again were never told about a payment. We then have someone just show up at our door HARASSING us for 25% of our contract. One nobody should ever show up to my house demanding money for a job that was never started in any way!! Nor will I have employees harassing us. Not one thing was started on this job. We should not be harassed nor charged any amount of money. I have children in my home when two men show up saying we need to lay them 6k. I felt harassed and threatened

  

  Business response

  02/23/2023

  We're sorry to hear customer has changed their mind on moving forward with the project. I do want to address some of their concerns.

  We'll start with the right to cancel. By law, anyone that purchases services in their home does have the right to rescind within 72 hrs. and our company strictly follows the guidelines and adheres to this law. 

  Mr. & Mrs. ********* both signed the contract where it states their right to cancel as well as a separate addendum required by contract law explaining this right.

  In addition, they also agreed and authorized us to put them on a list that if we had openings to start work sooner than the the end of the line if an opening became available, stating clearly we could start as soon as within 24-48 hrs. So we at least scheduled phase one with them to install the ventilation system which they then canceled. I even recall one time them advising us they had an illness in the family when we had an appointment and we rescheduled together for another time.

  At no time were we dishonest about what we we were doing. All decisions were arrived based on onsite testing and discovered evidence. Everything that we mutually agreed on was in writing and customers signed and or initialed at least a dozen areas in agreement confirming so.

  Before the inspector left, he called the company to authorize the order and I myself spoke to the customers where they both agreed again and gave us permission to start processing their order. Incidentally, I have also spoken with Mr ********* since over the phone, and again we agreed to move forward with the project with starting dates.

  From the very first time Mr & Mrs ********* called us requesting an inspection to every time we've been out, it was always by agreed appointment. We never just show up.

  It's unfortunate and I certainly don't like to hear anyone feeling like they are being harassed or threatened by anyone in our company. Our 27 years of servicing customers speaks for itself.

  All we've ever attempted to do is help them in a honest and professional manner based on what all parties agreed to.

  I'm more than willing to have yet another conversation to clear this up one way or the other.

   

  Customer response

  02/24/2023

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

  We had 2 confirmed appointments when Everdry came out. We did not have a confirmed nor did we know about the appointment when the guys came and we were harassed about wanting to cancel. And I guarantee there is no proof of myself nor my husband confirming the 3rd appointment. We did canceled over the phone on February 16 and thought nothing more until we had 2 men show up at our house. The men were told we knew nothing of this and told us they find that hard to believe.  So I suppose we also were called liars along with being harassed and threatening lawyers on us.  We had an appointment for "someone to come out and surgery to see what all work they need to do" and yes we have a child that is sick a lot. So we deal with that.  But no one ever came out to do any sort of work. We only met with the salesman. Also we were told that we were getting " a discount" for signing up for them to call us and do the job in short notice. But no one came out! Also yes we signed the contract. We were not told we only had 3 days. What we were told was if we decide to cancel we won't get a discount price and they will have to up the price if we sign up again.  If any work was done I can completely agree with paying but nothing was done. And we possibly would have considered going with this company if we had not felt harassed and lied to. 
  
  Sincerely,
  
  ******** *********

*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. ↩