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Complaint Details
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Initial Complaint
06/08/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Dry zone installed a sump pump in the highest portion of my basement instead of the lowest. The discharge of water has caused sinking of my kitchen and bedroom floors and flooded my yard making it unusable. I have repeatedly asked them to fix the mistakes and I have gotten no help at all. Please help
Business response
06/10/2024
DryZone has been responsive to ******** inquiries for assistance for his partial system, offering multiple solutions to help solve the issue. Per the conversation ******* had with our team today, 6/10/24, we have agreed upon a refund. We will continue to be in communication with ******* directly to resolve this.Customer response
06/13/2024
Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
Dry Zone is refusing to correct the problems that the system is causing and they have not presented an acceptable solution to resolve the flooding and the damage they caused. Please help, thank you.
Business response
06/17/2024
Our production manager met with ******* 6/17 to review the work done and what can be done to resolve the situation. Upon original inspection, ******* was proposed a full perimeter system but opted for a partial system and the water in Michaels basement is coming in where our system is not installed which is not warrantied. We reviewed the findings and additional work that would be needed to create a dry basement with *******, which he signed off on acknowledging (attached). Our team is drafting a proposal on the additional work needed and will continue to work directly with ******* on this project.Initial Complaint
09/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
They came out and made a contract to service my basement months ago. They had two different people come out to look at the project and it was decided I needed to take down some plastic and make a small wall before the project could move forward. I did both things discussed. They proceeded to come out and do half of the job and just not show up the following scheduled days and not offer any information. When I called them to see why they were not there on the next scheduled day they informed me that more work had to be done before they could complete the job. We made an appointment for another person to come out again to go over it. That person failed to show up or contact me letting me know they weren't going to show up. I had to call them to see what was going on. I received a text communication that we would reschedule the visit. That was 5 days ago and despite both calling and texting the business I am unable to get any contact back. As a result I am left with the half done basement, all of the storage items normally kept in the basement is in the main house holding up renovations, and with winter approaching the half finished basement is leaving my pipes vulnerable to freezing.Business response
09/29/2023
****, we would firstly like to apologize; your experience is no way how we aim to run our business and we are so sorry about the lack in communication involving your project. Our goal is to always give our customers an excellent customer experience and certainly fell short here with you. Our inspector was in communication with you this morning about the next steps and our team will remain in contact through this project until you are satisfied.
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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