Complaints

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

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

  Customer response

  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

  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 response

  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 response

  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 response

  12/24/2024

  reject, no accurate, fabricated

  Customer response

  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

  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 response

  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

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  04/24/2024

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

• Initial Complaint

  03/15/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  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

  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 response

  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

  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 response

  04/10/2024

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

• Initial Complaint

  08/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  06/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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 response

  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

  05/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  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

  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 response

  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. 

• Initial Complaint

  04/24/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We were taken advantage of by this company, as they gave us an improper assessment by an inexperienced salesperson, and refused to return our $4k deposit after 2 weeks of changing our minds not to do the service. We were new to Ohio in August 2022 and had $50k in water damages before even moving in (taken care of by home insurance). In September when there was a big rainstorm and we saw water leaking into the basement, we were on edge and knew a repair needed to be done immediately. Stay Dry offered a quote of $19,071 for an interior basement waterproofing system, and $561 for exterior foundation waterproofing, for a total of $19,632. The salesman, Jordan Moore, was very young (possibly not even 20), explained that this job would include tearing apart our finished basement to break through the concrete of the entire subfloor and that there was no other option to hit the root cause of the issue. He explained that all other companies would say that a small crack repair would be the solution, but that they were wrong, and then showed lots of pictures of shoddy jobs his competitors had done. He said that 70% of the business Stay Dry does is fixing jobs other companies have messed up, causing families damaging mold to their homes that impact their health. He also shared during this time that we needed to sign up quickly because they were getting booked really far out, and this matter was urgent. Finally, he talked about his own career path, and how he was excited to be moving up in the company, and he drove off in a brand new truck that was top of the line. 9/13 - We got them scheduled & signed a contract, b/c we felt going with someone else would have negative implications 10/3 - w/in 2 weeks **** ******** ********* gave a quote, & said a flexible crack repair was all that was needed, for $771 10/5 - we canceled with Stay Dry, spoke with Renee at the Marysville location, and was told they would not return the 20% deposit of $3926 because her manager refused.

  

  Business response

  04/26/2023

  Our company provided this customer with a valid and professional assessment of their property. They proceeded to accept the estimate and signed the written contract and agreed to the three day right to cancel after three days they understood that their deposit would be forfeited if they canceled. 

   

  Per the Contract

  You may cancel this transaction, without any penalty or obligation, within three business days
  from the above date. Your three day right to cancel excludes Sundays and federal holidays.
  If you cancel, any property traded in, any payments made by you under the contract or sale, and
  any negotiable instrument executed by you will be returned within ten business days following receipt by
  the seller of your cancellation notice, and any security interest arising out of the transaction will be
  cancelled. If you cancel, you must make available to the seller at your residence, in substantially as good
  condition as when received, any goods delivered to you under this contract or sale; or you may if you
  wish, comply with the instructions of the seller regarding the return shipment of the goods at the seller's
  expense and risk.
  If you do make the goods available to the seller and the seller does not pick them up within
  twenty days of the date of your notice of cancellation, you may retain or dispose of the goods without any
  further obligation. If you fail to make the goods available to the seller, or if you agree to return the goods
  to the seller and fail to do so, then you remain liable for performance of all obligations under the contract.
  To cancel this transaction, mail, with return receipt requested, or deliver, in person or manually, a
  signed and dated copy of this cancellation notice or any other written notice of cancellation, or send
  notice by facsimile transmission or by email to Stay Dry Waterproofing, LLC at 401 Chestnut Street,
  Marysville, Ohio 43040 or email at ********************* not later than midnight of 09/16/2022.

  

  Business response

  04/28/2023

  Unfortunately our supplies and project specific items are ordered on a weekly basis, based on contract signed that week. When this customer signed their contract the order was then placed for there supplies. The contract clearly states that once the three day right to cancel passes the supplies for a project are ordered snd therefore the deposit that is used to cover the cost of said supplies is forfeited upon cancellation. 

  Customer response

  05/11/2023

  
  

  I have attached both of the receipts for payment of the work done by **** ******** ********* (flexible crack repair):

  • **** ******** ********* Deposit ($563.71)
  • Receipt #2 ($771.30)

  In the end (based on the receipts) we only had one crack repair completed, rather than the additional preventative work.

  
  

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We set up mold remediation and crack injection repair and a “clean air system” (CAS). Unbeknownst to me, the company only put epoxy over the top of the crack. We had some heavy rain and the repair leaked. Additionally, CAS area leaked. Furthermore, the company did not clean up the concrete dust from the CAS. It took almost four hours just to clean this. I called and worked with Danielle for remediation. I was ghosted, eventually getting a text,“I now longer work there, good lucj”. I called HQ and found out that she was let go. They sent someone else (2nd day off work) again. I found out the CAS was not actually sealed. The contractor sealed it and did more patching (no injections) on the original leaky wall. Once again, we had rain and water leaked through the “repairs”. I called once again to the office and was asked to give one more chance with Chris, someone from HQ, who came out a couple days later (3rd day off work). Once completed, we were reviewing the work and he said that he basically took his drill, drilled a few holes along the crack, wiggled his bit around, and injected some epoxy in the holes. I asked him why he didn’t use the proper tools like injection ports, he said that the company doesn’t provide them and the prev. 2 people who came out were fired. Chris said to run a hose once it dries in the area and check for leaks. After 2 days, I ran a hose in the area for 5 min. Water flowed through the crack. Once again, I called Eva and this time asked for a refund since the work was not done to industry standards, 3 days off work, and it still leaked. She said that a supervisor would call to discuss the matter; no call. I then called again and was told that they discussed and that since it was technically injected, it met objective. I disagreed, explained that it was not done to industry standard practice, and that it all caused taking 3 days off of work with no results. She said once again that someone would call back to discuss it; 3 days later, no call.

  

  Business response

  04/20/2023

  Unfortunately, this customer has an issue that requires a waterproofing system but doesn’t want to spend the money for the repair. This customer was advised of this during the initial inspection but advised us that he just wanted to do as little as possible and did not want a waterproofing system. We informed this customer that there would be no warranty at all with the crack injection at all since this was not the right solution for his issues. He didn’t care at the time. We also informed him that unless he completed the waterproofing system there would be no warranty on the mold remediation either and he was also fine with this. We have tried to resolve the issues with this customer but foundation crack repair is not the answer to his problem but that is all he wanted to do. There is not much more we can do for a customer that doesn’t really want to fix his problem. 

  Customer response

  04/20/2023

  I am rejecting this response because: When we received the estimate, both options were provided, a full basement waterproofing system and the crack injection. The person doing the estimate suggested that though a full basement waterproofing system was an option, we should only go with the crack injection as it was the only issue regarding water intrusion and that the crack injection would correct the issue. The information we were provided when pursuing the service was obviously incorrect based on the company's methods that are inconsistent with industry standards. To say that I don't care about the right solution is blatantly incorrect. If I don't care about the right solution, I would not have pursued the repair in the first place, taken three days off work to remedy the situation, and continue to pursue further actions with other companies who do perform work consistent with industry standards, provide their workforce with the correct tools, and stand behind their work. 

  Additionally, the claim that there was no mold remediation warranty is false and is detailed in the contract as quoted below. (a) A contractor was hired to remedy the cause of the mold (crack injection repair as recommended by the company's initial inspection. (b) The clean air system was installed to ensure home humidity levels below the required 45% (c) clean air system was installed to ensure moisture level at 40% or less.

  "F. Limited Warranties
  Based on the services you asked contractor to perform, you have these specific warranties:
  Mold Remediation. Contractor will repair and retreat for any mold found in any area contractor was hired to treat for mold so long as: a) contractor was hired to remedy the cause of the mold such as repairing a leaking foundation, humidity issues, damp areas or underground drainage replacement; b) customer maintains home humidity at 45 percent or less relative humidity or less; and c) customer maintains moisture levels at 40 percent or less."

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

  

  Business response

  04/20/2023

  The customer was advised that a full waterproofing system was needed, and he rejected. The mold warranty is valid if the source of the water was resolved and, in this case, it wasn't due to the fact the customer rejected the full waterproofing system. He was informed during the inspection that the injection was not the proper repair. This unfortunately is a case where the customer went with a cheaper band aid fix expecting it to solve all the issues and it hasn’t. 

  Customer response

  04/25/2023

  I am rejecting this response because: I'm sorry but that is just not the case and is false. During the inspection, I was told that the injection would correct the issue so that is what I went with. If I were to have been told that it would not fix the issue and decided to go with it anyway, that reasoning means that the company purposefully pursued a method that would have knowingly left a customer dissatisfied and an issue unresolved. I signed up for the option that I was told would have fixed the problem. Additionally, I have had two other companies come out to look at repairing the work that Stay Dry did. Both companies suggested crack injections as the solution and both companies providing warranties standing behind their work. All I am seeking in this case is to have the <$500 refunded that was paid for this unfinished work done with improper tools that was not to industry standards so that I can be free of this connection to Stay Dry and go with a different repair company to finally alleviate the issue. 
  
  Regards,
  
  ******* ****

• Initial Complaint

  02/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Description: I bought a house in ***********,OH in 2019. I later noticed water coming in the basement bathroom near the window. I called StayDry and they quoted it at $14.200.00 I gave them the greenlight to do the work. They were supposed to do the interior basement waterproofing system, mold remediation, window wells, and sump pump.They come to do the work and said we have to rip up the wood flooring and the tiles in the bathrom (the salesman never said that)...so that was the first red flag. Then after doing the work they apparently got sloppy and left dust on absolutely everyting including the laundryroom where the sump pump is. They also left concrete smears on baseboard trim, the pipe that leads outside, put dents in wall in bathroom, chipped the toilet seat. So later I noticed water still coming in the bathroom which means t he ceiling also gets soft like water is sitting there. They came out to check my complaint and admitted that they never repaired the window because said window is under my deck. He wanted to give me a quote on cutting the deck to fix it or to glass bock the window (the window is glass blocked). I then turned around and notified the finance company that they frauded me. I have contacted an attorney but dont have the money to hire an attorney.

  

  Business response

  02/15/2023

   This project was completed October 2021 and this is the first we have received these complaints. Our management team is reaching out to setup a meeting with the customer to resolve the issues. We will provide an update after our meeting. 

  Customer response

  02/15/2023

  The supervisor who came to inspect my complaint knows that the work their company did didn't resolve the water coming into my house (basement bathroom). The response to this BBB complaint by StayDry would be false. The supervisor should have then set up a way to fix it instead he tried to steer me to say yes to cutting my deck and charge me for it. A company should not show up and admit fraudulent work then say well to fix it we need more money even though we messed up. I dont have money to add to it even if they didnt commit fraud.  I still have water coming in my house and therefore theres probably also mold present. I am allergic to mold. I am unsure of how this company plans to continue to be allowed to continue operating. I still have to get my bathroom repaired, flooring redone, mold repair and the window well also due to this fiasco. I have not been able to enjoy my home that I just really had purchased. I am also concerned about the financing company putting this on my credit report. 

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

  

  Business response

  02/20/2023

  The job was completed on 10.23.21. We stand behind our work and would like the opportunity to meet with the homeowner. 14 months after the job was completed and the financing has began being paid there is no way for us to stop those payments. We also have a signed completion certificate from homeowner. Before the financing payments began the financial company reaches out to the homeowner to ensure everything was completed before billing starts. Due to the nature of water seepage, we understand that additional service may be needed. This is also in the signed agreement between Staydry and Mrs. ******. Line-item F “Contractor must be given the opportunity to make any required repairs or services.” If the homeowner ever changes her mind, we will send management out and come up with a plan of action to get this corrected.

  Customer response

  02/22/2023

  I specifically asked the contractor before signing what happens if something goes wrong. The response was nothing will go wrong. Initially they had to come back because water was coming inside the laundry area  where they installed the sump pump. They came back and patched it up and looks like a child did it. I'm still uncertain if that area is ok for both exterior and interior. After the situation with the sump pump I then started noticing water still coming into the bathroom. How can the company say they stand by their work. The photo attached here is a recent photo from the last rain. If the company stands by their work then why would he expect me to pay him to cut into my deck to fix something that was understood to be fixed. The situation also causes the bathroom ceiling to feel mushy (bathroom is in the basement). Additionally I also have photos of how they left the basement and laundry room looking afterward. I also had to contact the alarm company to reinstall my carbon monoxide detector after they removed the battery and the detector. The way the detector was designed it was difficult to put back.  As far as wanting to be given a chance to repair it how do they plan on repairing the window well area that's under the deck when they wanted to charge me to so said work. 
  
  Regards,
  
  ***** ******

  

  Business response

  03/22/2023

  As a company we stand behind our work. We would like the opportunity to comer back out to this customers home and put together a plan of action to resolve the issues. If the customer is unwilling to allow to do this then there is nothing else we can do at this time. We under new management and are attempting to fix this issue. If you would like to setup a meeting with us please reach back out to us. 

   

  Thank You, 

*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. ↩