ComplaintsforDryMaxx Ohio

• Initial Complaint

  07/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  DryMaxx performed water restoration in our basement July 7th-11th. Upon arrival the director of operations set forth a plan to remove molding and drill into drywall to ensure proper drying. We had pulled up the carpet and rolled it into the middle of the room to allow cleanup of padding. Drymaxx made no attempt to remediate the carpet besides blowing a couple fans on it. Predictably it was still wet 4 days later when they finally unrolled it. They still left it in the basement wet and advised us to contact another company to determine if it was salvageable. Holes were not drilled in the drywall despite my wife asking specifically about it when she realized it hadn't been done. She was assured everything would dry out just fine. After Drymaxx left on the 11th my wife contacted another restoration company to inquire about the carpet. They came on July 13th and encountered wet drywall and partially removed it from the wall. My wife then noticed visible water on the framing, now 2 days after DryMaxx had left and the humidity read well above industry standard. Upon contacting the operations manager and sending pictures about the framing he simply expressed his surprise there would be wet drywall and made no attempt to contact her to resolve the wet framing issue. We hired them to dry our basement but there was still moisture two days after they left which could have led to molding or rotting. Then we received a bill with elevated charges not reflecting the real work done. They listed 20 air movers when our best estimate used is 8. They also charged a cleaning fee per piece of equipment used so artificially inflating that number also raised the cleaning fee. Then they also listed 17 hours for setup and tear down to bring in the machines and take them out. In summary, DryMaxx did not fully dry out our basement or perform basic remediation on our carpet, and then charged an inflated bill for their services.

  Business response

  07/28/2022

  Dear Mr. *******,

  We are sorry to hear that you were less than satisfied with our services.  We did our best to work with you to keep a budget in mind as you requested.  Since you opted to roll up your carpet and remove your padding for us to haul away, our main focus was to dry out the framing, drywall, and vinyl tile under your carpet.  We did put fans on your rolled up carpet in order to help, but the remainder of the 20 fans, 2 dehumidifiers, and air scrubber in your basement were utilized to focus the drying of the structural materials.  Upon arrival our plan to drill holes in the drywall behind the baseboards did get modified as the material behind your baseboards was vertical pieces of plywood in place of drywall.  After discussing it with your wife and her father on the phone, we decided to remove the plywood to expose the 2”x4” framing in place of drilling holes.  Everyone agreed and was on the same page.  It has been brought to my attention that a couple of vertical pieces of plywood got overlooked which could have left to a little bit of moisture on the wood framing.  When equipment was picked up, no elevated moisture was found with our moisture meter in any material other than the carpet.  Since all of our equipment was picked up and out of the way, we did unroll the carpet and place your personal fans on top to remove any remaining moisture.  

  
  A few mistakes were made as we were 2 ½ hours from our office trying to help as many people as possible in your area.  We have offered almost $3,000.00 off of your bill to show we do care and leave you the additional money you stated was needed to pay another company.  None of our billing was inflated whatsoever, all charges are to industry standards using a pricing software that keeps up monthly with current market conditions.  The equipment cleaning charges are standard as we clean equipment after every job before taking into another home, the same way we did before bringing equipment into your home.  This cleaning includes, but is not limited to, HEPA filter changes and decontamination for covid.   
  
  *We have settled this issue internally with the client on 7/28/22

  Customer response

  07/28/2022

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

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