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Complaint Details
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Initial Complaint
11/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
PureDry came to clean our house after a sewer backup. They seemed to be great at first, but then we started to question a lot when we got the billing. The insurance also pointed out to us numerous things they were charging for that shouldn't have been charged. They threatened to put a lien on our home if we didn't pay the difference, insurance made it clear we should NOT pay them the difference. I would be extremely cautious working with this company and do your due diligence.Business response
11/17/2023
Thank you for bringing this client complaint to our attention. We'd like to provide context to the letter that we received for our client *************. Our business operates in the Property Restoration industry, we work with Insurance on many of our projects, as many of our clients open insurance claims. We operate to the recognized standards of the ****** and more specifically, the S500 standard. Insurance companies recognize this to be the standard for the type of restoration that was performed at this clients home. Our business also bills in the same software that the insurance company uses (it's called Xactimate).
In regard to the experience this client has stated, our goal is to provide a 5 star experience, to each and every customer, each and every time. We are still working with his insurance with the goal of bringing this claim to a satisfactory conclusion for the customer as well as for ********************.
Our typical process is to aid the client in opening their claim, communicating with insurance, performing restoration on the property, and billing for our emergency services. In *************'s case, and per his complaint, this was a sewer backup which is classified as a Category 3 (CAT 3) project which requires the highest degree of cleaning, removal of material, and engineering controls to ensure that our workers and occupants in the home are protected from contaminants that are in sewage.
After performing the work per the standard, and billing in the standard format through Xactimate, the carrier (State Farm) had tried to mis-categorize our project to a CAT 2 which would require different billing practices. This is why the client is advocating that we were charging incorrectly and trying to enforce a higher job value. We have made a lot of progress with State Farm, and are down to only a few more items that we're negotiating for final payment. Our intention is not to bill for anything that was not required to restore the property to a pre-loss condition.
At the same time, we are a business, and we require payment for services rendered. That being said, we do have to protect our business, and provide ourselves the recourse (if needed) to collect payment in one way or another. Our business does utilize practices such as payment demand letters from our attorney, collections, and placing a home into lien status. These practices are communicated with clients, but we always work to put the pressure on the insurance company to pay their client(s) for the work that their policy covers based on our settlement with them. The process of settling with State Farm is still active, and we have 15 days left on the lien clock, we believe we'll reach settlement and not have to move forward with ******* the customer.
Please reach out to us if you have any questions, we'd be happy to go further in depth.Initial Complaint
11/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On September 12, 2022 PureDry Restoration Services was dispatched (non-emergency service call) to investigate damage to kitchen hardwood , drywall and mold remediation due to a faulty water hook-up to our refrigerator. They took several moisture readings to our hardwood floor and agreed to provide an estimate for services within 1-2 days. The next day I received a phone call from a technician who was on his way to begin the needed repairs. I explained that we had not received an estimate for services from PureDry Restoration, nor had we approved them to begin repairs until we received and approved their estimate. I contacted them after day 4 to prompt them to send an estimate as we contacted other companies for the same to allow us to make the right decision. They left an "air-scrubber" and agreed to provide us an estimate. We finally received the estimate September 19, 2022 and their pricing was not competitive. I called them promptly after receiving their estimate to notify them that we selected another company and prompted them to please retrieve their air scrubber - which they did immediately. On October 12th, they sent us an invoice for services in the amount of $1,854.06 dated September 12, 2022. Please note the invoice was dated 7 days before we received and later declined their proposal. I have made repeated calls to PureDry Restoration Services and left multiple voice messages requesting a return call to discuss and resolve this matter. I have not received a return call to date. My wife and I have impeccable credit scores and I fear that leaving this unresolved will damage our future credit scores. We would appreciate any help you can provide to resolve this matter. Thank you - ****Business response
11/04/2022
After careful review of this file by the management team, our Divisional Manager reached out to this customer directly and agreed that we did not meet the standards that we promised the client by getting him an estimate in a timely fashion and not reaching back out to confirm if they wanted to move forward or not in a timely manner. Due to the lack of timeliness on our part, we feel as though the customer has a valid complaint and have agreed to zero out the balance due us. The customer seemed satisfied with this resolution and was gracious in his understanding of the situation. We view this as an opportunity to provide further training to our teams to improve our performance and ensure we keep to our promised timelines in the future.Customer response
11/04/2022
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. They were extremely professional and understanding. We appreciate them resolving this matter.
Sincerely,
*********************
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.