ComplaintsforAll Dry of Ohio Inc.

• Initial Complaint

  06/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  Contracted with said company in February 2022. Paid $8,000 in full for a system that was to stop water from entering my basement (bi-level). Had to call approximately 3-4 more times during the course of the two years for them to come out because the leaking never stopped. They would make small changes but it never stops. My last call to them was in December 2023 when I talked with Brent who informed me they were on vacation for the holidays and would get back with me first of January 2024. I have been unable to get hold of anyone since December and my basement is taking in water every time it rains. Further want assurance that the sump pump they installed meets code.

• Initial Complaint

  04/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  BBB unable to locate business

  More info

  All-Dry of Ohio came to our home and gave a proposal for a basement waterproofing system on 6/2/2022. This proposal was for the whole perimeter of our basement, sump pump and exterior drainage which was signed and became effective under contract on 6/12/2022. Work on our basement began the week on 6/20/2022. All-Dry's moto is "Permanent Solutions for Wet Basements" by their Patented System, along with a lifetime transferable warranty as marketed heavily by field operations specialists and outlined in our contract. We began remodeling our newly "dry" basement in July of 2022 which much excitement. On 3/4/2023 water began coming up from the basement floor, which was alarming, I reached out to my prior contact of All-Dry whom I found out had left the company. It took three days to get in contact with All-Dry to report the issue. All-Dry came to "fix" the problem on 4/14/2023 and I was told it was a rare occasion and that leaks of any sort do not usually happen after the waterproofing, but it was fixed because they relieved the pressure from the ground and added an extension towards the sump pump. This guarantee/ warranty/ permanent solution seems to be false because on 4/12/2024 water began coming into our basement in multiple areas including prior concrete flooring, renovated areas and the spot All-Dry "repaired" on 4/14/2023. Since 4/12/2024 I have tried to contact All-Dry through multiple avenues- calling over 50 times without any answer and no option to leave a voicemail, multiple e-mails, social media and via ******. This company seems unwilling to answer costumer issues and after two separate issues following their void promises, I simply would like a refund as my basement is current as wet as it was on 6/1/2022.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I used this company for waterproofing work. I am having issues with the work. It was purchased with a lifetime guarantee but I’m unable to get ahold of anymore from the company.

• Initial Complaint

  03/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I had the all dry basement system put in 2020. This week I had an issue with water and mud coming in, in the area they waterproofed. I have attempted to call their office multiple times and no one answers and the voicmail is full. This is very poor customer service and needs to be addressed.

• Initial Complaint

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We paid $9,380 for them to give us a lifetime warranty with assurances that if there were any water issues in our basement after they finished their waterproofing system they would come back and fix them free of charge. We have had multiple water issues since they have completed their work less than a year ago (June 2023). All attempts to contact them have failed…. I have called during office hours-no answer and no response to voicemails, now all voicemail boxes are full. I have left messages through their website with no response via email. I have also reached out via their Facebook page which has also resulted in no return communication. So obviously the continued water trouble that we have had now continues. If they can’t/won’t fix the issues then we would like a refund.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  After having All-Dry install 2 sump pumps and battery back up systems in 9/2022, one of the sump pump installations failed after about 9 months, with the concrete all around the sump basin breaking up and the basement flooding. Called All-dry they responded in less than a week and fixed the installation. The same sump pump basket installation broke again on 1/25/2024 and the basement flooded again. I have been attempting to contact All Dry of Ohio since 1/25/2024, leaving numerous messages and voicemails, but have been unable to get any response or acknowledgement of my request for service. No call backs, or response from the company.

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  This has been an ongoing issue. I paid to have my basement waterproofed in 2017 by All Dry Ohio. Since then I have called them back multiple times because it has not stopped leaking. Every time I call, they say they are able to fix the problem, so I have allowed them to come back repeatedly, and unsuccessfully. I now (2023) have been informed the project was done incorrectly from the beginning by three companies that came out and review the condition of my home. All three companies informed me of what they called red flags. I relayed that information by phone to the manager, Bret. After coming to my home he said he did not see where any water was coming in, but he also said they would come back and make the same corrections that the three companies noted were not correct. I sent him more pictures than the two I have attached to this complaint, almost two weeks ago requesting a refund and to speak to the owner, just as I did via voicemail on 10/10/2023. Just like that voicemail was ignored a month ago, my email from almost two weeks ago has also been ignored. I have black mold in my home from the water that he says he can't see, but three other companies can see, and I am being treated like the problem, when I did not do anything wrong. I have been more than understanding, more than patient, and I should not have to keep dealing with this. The fact is even though they keep saying they can fix my basement they can't, and they should have told me that instead of continuing to tell me they can. My email being ignored was my last straw with this company. All these pictures are proof my basements condition has worsen due to WATER. I don't even know if I will get a real response to this, but you should not treat customers like they are the problem, just because your company is not able to do what you promised. I am always professional and respectful when I communicate with them and in return I am completely ignored unless I call multiple times and leave multiple messages.

  Business response

  11/15/2023

  We are disappointed that you feel this way. We in no way were trying to convey that message.

  The fact is until recently we had not heard from the claimant since August of 2021. At that time the only issue was the sump pump which was replaced at no charge to the customer. No issues from that time have been reported until now. The customer did contact us and we did send a representative out to look at the situation. The customer was not able to be there at that time. We were allowed in the house to look around. The customer had told us she would leave pictures there for us to review and understand her concerns more. There were no pictures. At which time we tried to contact the customer by phone to discuss the areas of concern. After a time and a few unsuccessful attempts by our representative to reach the customer our representative left. The customer did call our office later in the week and was able to talk with that representative.

  This matter could have been resolve earlier as the customer was given a date and time for our technicians to come out. The customer could not make these appointments. Which is fine. Customer then asked for a certain time frame almost a month out and we gladly accommodated that request and set the appointment. The customer asked if she could send us pictures. We gave her our email address and welcomed the pictures. We never got an email from the claimant. We never saw any pictures. We did not respond to an email we did not receive. We didn't question our not receiving the email or the pictures due to the fact we were told this before. Now in the meantime as we approach that service date that had been scheduled. We received this complaint letter. Without any knowledge there was anything else the customer desired.

  Again we apologize for any bad feelings the customer may have.
  

  Thank you for bringing this to our attention. We certainly look forward to working with you in getting any and all issues resolved. We look forward to hearing from you and how you would like to proceed.

   

  Thank You

  Management

  ALL-DRY of Ohio
  

  Customer response

  11/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  This reply from the company is. List how many times your company has returned to my home since the first time the system was place back in 2017. Also list that you have already tried to recharge me for working on my basement and I had to speak to the owner who said it was not right for you all to recharge me when the basement keeps leaking. I spoke with you, the manager Bret, before he came over my house and informed him I was a nurse, and might not be able to answer his calls. So its not that I was just ignoring him I was at work with a patient.

  In the companies response to my claim there is no solution listed. They just want me to keep calling them and keep taking time off work and I can't afford to do that. The manager Bret also did not mention that I have a new job, and as all people know most people are unable to take off work when they are new. I could have done it sooner if they could have started earlier, but they can only come over during working hours, which means I would of had to take off work for them to come to my home, and as a new hire I was not able to get time off of work. I should not still be dealing with this basement leaking after all this time and that is the number one point. There should be someone to speak to other than Bret.

  If the email address I have is wrong, it is because he gave me the incorrect one on purpose. I wrote it down when he gave it to me and I repeated it back to him. I never kept tract of all the visits, but I can guarantee this company has been to my house almost 10 times if not more and it is still leaking. I know they were at my home more recently that 2021, but as I stated before I did not keep track of the dates I called. He is leaving out them trying to recharge me, he is leaving out knowing I was at work with patients and that I might not be able to answer for a very good reason. He is trying to make it seem like my basement has not leaked or had any problems and that is just not the case. He also is not admitting that everything these other companies said was wrong from the beginning, are the exact things he is coming out to fix. If he doesn't think anything is wrong, why are they coming out to make changes other companies labeled as red flags, that the job was not done correctly from the beginning? He keeps saying they can fix it, but they can't. So if they are still coming out on the 17th of this month at 8am, I want to know that I will get a refund if my basement keeps leaking after this next attempt. I should not have to keep contacting them if it is clear they can't fix it.
  
  Regards,
  
  ******** *******
  

  Business response

  11/21/2023

  ALL-DRY has always taken extra steps to make our clients happy. We simply want to address the issues and make this customer happy as well. Our previous track record bears this out. We welcome the opportunity to back our warranty. We will work with the complainant to fix or resolve all issues. We want this matter taken care just as much as we are sure the customer does. We have done additional work that was not contracted originally. The customer was not charged. Again, for over two years there were no problems reported until recently. We can appreciate the customers work schedule and will work to try to accommodate those needs. Please call so that we can set appointment and start the first step.

   

  Thank You

  ALL_DRY

  Customer response

  11/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  He (the manager Bret) is refusing to answer my question. He waits until the end of business day or like today, right before a holiday weekend to reach out and then still does not answer if they will accept my solution request or not.

  I had an appointment with them for last Friday, as he stated in his original response to my complaint. He no showed to the appointment because I made the complaint on BBB. He is retaliating against me and that is wrong.

  He also ended up emailing me from the exact email address that I had emailed two weeks prior, which proves I sent my email to the correct email address to begin with, and that he lied about not receiving it. I then respond to the email last Friday and now almost a week later he replied the day before Thanksgiving. I had an appointment with him and he canceled it out of spite knowing it would be difficult for me to reschedule. He is trying to make it seem like he is being accommodating, when in reality he is doing the exact opposite. I've always had issues with him and only him, which is why I have repeatedly requested to speak with the owner. He keeps telling me I can only speak with him, (the manager Bret), and I have asked the same question four times and he never answers me. Now I am completely out of time off from work since he didn't show for the last appointment and now I have to miss work unpaid just to reschedule. This is unacceptable. How many times do I have to I have to let them work on my basement? They have been out to my home about 10 times if not more. If they come out again, I want a refund if it is still leaking. I also want reimbursement for the next day off I have to take, since I have to take it due to him no showing to the last appointment on purpose.
  
  Regards,
  
  ******** *******
  

  Business response

  12/19/2023

  *** *******,

  We would love to address any issues that are of concern. As we have stated multiple times. We simply want to make appointment at a time and date that is acceptable to the customers schedule for service tech(s) to come out fix or repair whatever is the issue. As the contract or warranty states. The customer can point out or discuss anything they feel is of concern. They will be able to talk with you about your concerns discuss what can be done or that we will be doing.. And we can all proceed from there. We can keep going back and forth or we can come out for an appointment and get started on resolving the issue. We look forward to opportunity to honor our warranty.

   

   

  Customer response

  12/20/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  
  Regards,
  
  ******** *******

  12/20/23 customer called stating her concerns haven't been addressed and business did not show up when she did schedule. I need contact from the business and I need something to happen.

  Customer response

  12/21/2023

   

   

   

   

   

   

   

   

   

   

   

  This is the first email I sent to AllDryOhio, that the manager lied and said he never received.
  
  Thank you,
  ******** *******
  
  ---------- Forwarded message ---------
  ***** ***** * **********************
  Date: Mon, Oct 30, 2023 at 6:28 PM
  Subject: Basement pictures
  To: <*************************>, ***** * <********************>
  
  
   The last four pictures are what the basement used to look like right after I bought the house and had the system put in that All Dry recommended. The rest of the pictures are from last week. You can see how badly the walls have deteriorated.
  
  This is why I keep asking to speak with the owner. My basement has continued to get worse, not better. As I have discussed on the phone with you, Bret (the manager), my concern is that I have been told by three different waterproofing companies that my basement was done incorrectly and that's why over the years it has never stopped leaking. I am not able to get a contractor to finish my basement, because I can't stop the basement from leaking. From the very beginning I have always stated that I wanted my basement to be where I could get it finished. I can't get it finished when it keeps leaking. I was told that there were a lot of red flags, which you (Bret) and I have discussed over the phone; the hole for the sump pump not being large enough, which has caused black mold to start growing in my basement, and the start of wood rot. I was told the "sinkhole" that has now formed on the side of my yard, is due to the pipe, that empties the sump pump water, is too close to the house. I was told that by all three companies that came out. I was also told that the sump pump itself was too small, and that because the pipe is so close to the house, all the water that is pumped out of the home is going right back into the home.
  One of my walls that was completely covered in water like a waterfall had a tarp put over it. That does not waterproof the wall, it just makes it so that I can't see the water, but it is still coming in the basement. I have been told I need to have someone look behind the wall to make sure I do not have mold growing back there, since the water was never stopped, it was just hidden. They think the water being trapped is causing more mold than what they could see, and I can't move the tarp or let anyone other than someone from your company move the tarp, because I don't want to break the contract.
  You guys are now coming back again on the 17th of November to fix the very things the other companies said were red flags that the job was not done right to begin with, which has in their opinion caused more issues. If this repair doesn't work again. I will again request to speak to the own and a refund like I did 10/10/2023 when I left a voicemail. I have year round allergies, and they have only been getting worse. I can't live with a molding wet basement, and I can't bring a child into the home with black mold growing in the basement. I have repeatedly tried to let your company fix my basement because you keep saying you can fix it, but the fact that these other companies were able to point out all these things, shows that this hasn't been right from the beginning. I do not know what happened or why, but my basement was not correctly assessed or repaired, and the proof of that is the numerous times you have had to come out and do other repairs, and even the time when the company tried to recharge me to do the exact thing they had already done.
  I would like to say that the past owner was always very kind to me, and I appreciate that he did not allow anyone to recharge me since I have a lifetime warranty. I also would like to say the workers that have come out are always professional, respectful, and on time.  After this next repair attempt, if my basement is still getting wet, I believe I should get a refund, so that I can get a company that will be able to properly fix my basement . I paid for my basement to be "All Dry" and it is wet.
  

  
  

  This is the second set of emails to and from the manager Brett.
  
  ---------- Forwarded message ---------
  From: ***** * <********************>
  Date: Fri, Dec 15, 2023 at 6:15 PM
  Subject: Re: ATTENTION NEEDED: You have a new message from the BBB serving Cincinnati
  To: <*************************>
  
  
  Brett,
  I was under the impression you did evaluate the situation when you came by and evaluated the basement, and stated the repairs the other companies stated needed to be done, did need to be done. So, from my understanding, the appointment we set up was to make those repairs, now you're saying the evaluation still needs to be done, so I'm confused.
  The other problem is I had an appointment and you no showed to it. You are taking an unprofessional amount of time to respond to my inquiry and refusing to allow me to speak with anyone other than yourself, specifically the owner. You have again waited until the end of your work day and once again before the weekend to respond to me after three weeks of silence. I also have asked the same question five or six times and you have not answered it one time.
  If you all come out here and work on the basement again, and it again continues to not be waterproofed, can I get a refund? That is the same question I have been asking since I left the complaint with BBB, and the same question I've been asking for over a month when I sent it in an email. It is also the same question I asked two months ago after being informed of all the red flags by the other three companies in October.
  So, since I'm asking the same question, I asked when I made my BBB complaint, how do I know you won't no show again to the next appointment, that I still don't have vacation time for? 
  Not having vacation time is why I asked for reimbursement for needing to miss another day of work. Not responding to a simple question for almost two months and no showing to an appointment that you have already admitted was never canceled, is not honoring the warranty. I have a valid reason to be concerned that you would no show once again, as we are at the exact same spot we were in two months ago when I originally called (10/10/23), and a month ago (11/17/23) when you no showed to the appointment. I do not want to speak to you over the phone because you have been dishonest with me more than once and I need documentation of our interactions. As well as your extremely delayed responses.
  You keep saying all I have to do is schedule an appointment. But I told you when I scheduled the last one that I would not have anymore time after that. So you were more than well aware it would not be easy for me to just schedule another appointment, so you purposely delayed this repair by no showing.
  I would also still like to have the list of dates that your company has been to my home to attempt to waterproof the basement, which I requested in the last email.
  I would also still like to speak to the owner as I have been requesting since October 10, 2023.
  
  ******** *******
  
  
  On Fri, Dec 15, 2023, 1:32 PM <*************************> wrote:
  *******,
  The prior email was more of you telling us what you were going to do and inflammatory. I have repeatedly ask you to set an appointment and let our service techs check the problem area(s).  I understand your job schedule isn't easy. We will be happy to try and accommodate any arrangement that we can in order to help you. Until we can evaluate the situation we can't make any decisions. We simply want to honor our warranty. We want this taken care of as much as you. Please work out date that will work for you. Either call our office or email us back with it. We will make the appointment. We can then address all issues you may have.
  
  Thank You,
  
  
  
  From: "***** *" <********************>
  To: *************************, "***** *" <********************>
  Sent: Sunday, December 10, 2023 7:51:12 PM
  Subject: Fwd: ATTENTION NEEDED: You have a new message from the BBB serving Cincinnati
  
  Hi Brett,
  I never received a response to my email from 11/17/2023. You also have not responded to the BBB reply from 11/22/23. The below email was the notification I received, and after which I responded. At this point the warranty is not being honored, as well as my questions are not being answered about moving forward to resolve the issue of my basement not being correctly worked on from the beginning by All Dry Ohio. You are also refusing to inform the owner or allow me to speak with him about this ongoing issue. This Wednesday (12/13/23) will be three weeks since I responded to your message and I still have not received a response. This is wrong. It is not my fault my basement repair was not done correctly. You came over and agreed the repairs were not done right and needed to be fixed, but then no showed to the scheduled appointment as retaliation for making the complaint on BBB. I have printed off proof that after that I did not have vacation time to take another day off. I asked if I would be reimbursed since you never communicated that you were canceling my appointment and you have refused to respond to that question in writing for almost a month. You are refusing service and punishing me for making a complaint and refusing to allow me to speak to the owner. This is why repairs take so long. The process I have had to endure working with you takes an excessive amount of time, energy, and back and forth, which is why I have always requested to speak with the owner instead. I have continued to ask the same question and you have continued to ignore it. As far as I understand, I am required to show that I have tried to resolve the issue with the company. I feel I have more than tried to resolve this and these emails with no response, as well as the complaint history response from BBB shows my attempt to resolve the issue. I am asking again if I can please speak with the owner about the issue. If an appointment is going to be set up, can I have in writing that if the basement is still leaking that I can get a refund, since what the company is doing is not working.I would still like to be reimbursed for the additional day off that I will need to take as I can't afford to take the day off unpaid, and the appointment we had scheduled was never canceled, it was a no show as retaliation for making the complaint on BBB, which is not right and I financially can't afford to miss a day of pay. I would also like a copy of all the dates the company has come out to try and waterproof my basement please. 
  
  Thank you,
  ******** *******
  

  This is the last set of emails. I sent them out of order by mistake. I should have sent this one second, and the emails I sent as the second batch, should have been the last/third sent to you. I hope that makes sense. You can see that I repeatedly asked to speak to the owner, that I had a scheduled appointment and he did not show. His response to the no show was "That does sometimes happen when a third party is involved." There was no miscommunication. He never said the appointment was in limbo. He only stated that there was a scheduled appointment. He never answered my questions and to this day he still has not answered my questions. I think any customer that had paid thousands of dollars, to still have a wet basement, a customer that set up an appointment only to have no one show up and then repeatedly be told to schedule another appointment would be upset. I do not want to have to keep communicating with the owner. He is retaliating against me because I put the complaint to BBB. I responded the same day he responded to my original claim. So if he was waiting for my response, why did he not check for it? He keeps lying, if I get notified when he responds to me from BBB, why doesn't he? The answer is that he is getting notified, he is just ignoring it and responding in an unprofessional amount of time. He keeps saying he is trying to work with me, but how? By not showing up to an appointment, knowing it would be difficult for me to reschedule? By taking weeks to respond to me? By not answering my questions? By ignoring my first email, which started all of this? I have been asking the same questions in every response and he has not answered them once. He just keeps saying schedule an appointment. 
  

  He already tried to recharge me for the work before and I had to get a hold of the owner. In that case the owner apologized for him and said he would not let them recharge me, when the basement has never stopped leaking and I have a lifetime warranty. You can see the pictures from the first email I sent you, my basement is dramatically deteriatoring and Brett, the manager that I have been corresponding with said he doesn't see that any water is coming in. How, when the wall is literally crumbling.
  
  Thank you for your time,
  ******** *******
  ###-###-####
  
  ---------- Forwarded message ---------
  From: ***** * <********************>
  Date: Fri, Nov 17, 2023 at 3:43 PM
  Subject: Re: ALLDRY
  To: <*************************>
  
  
  Hi Bret,
  With you sending this email, this proves that I did send my original email to the correct address and that you lied on Better Business Bureau, when you stated you never received my email.
  In my complaint I asked if after you come today and work on my basement, if my basement was still leaking could I please get a refund, since after multiple attempts my basement is still leaking. In your response to my complaint you never answered my question, you only stated that I had an appointment for today (November 17, 2023 at 8am). I replied to your message less than an hour after you sent it on Wednesday, November 15, 2023 before 3pm, and your office closes at 5pm per your voicemail.
  Today, Friday November 17, 2023, I called your office twice this morning, once at 8:35am and again at 9:15am. I never received a returned call. I called again at 2:40pm When I received your email stating that you were just arriving in the office and that we can reschedule my appointment, blaming the fact that I put in a complaint with a third party company, as the reason for your company not showing up to the scheduled appointment today. No one ever informed me that the appointment was canceled. You not having your team show up for the appointment was retaliation.
  When I spoke with you this afternoon I asked if there was anyone else to speak with, because now you are asking me to miss another day of work for something that was already scheduled and had never been cancelled. You knew it was difficult for me to get off work, being that I am at a new job, and I had explained that to you when scheduling this appointment. Nowhere in your response did you say you had canceled my appointment. Nowhere in my complaint did I say to cancel the appointment. You did it out of spite. It's unprofessional and it's disgusting that you would request me to miss another day of work for your amusement. I requested to be reimbursed for needing to take another day off, as I literally do not have any more vacation left, so I would have to take the day off unpaid, and you asked me when I wanted to schedule it. I said I want in writing that you're going to be reimbursed for the day of lost wages, because I do not trust you as you clearly do not have a problem lying, being misleading, and manipulative. You said okay, but I am writing this email because I doubt you will actually keep your word. 
  When I originally set up this appointment, I asked to speak with the owner multiple times and you told me he had retired and someone else owned the company. Then today when I spoke to you I demanded that I speak with someone else, because I am too upset to talk to you now that I have to miss another day of work, and I know that was done intentionally. You said there was no one else to speak with and you kept saying at the moment. I asked you to stop playing the word game with me and explain what at the moment means and when I can speak to someone else. You said you were the only one I could speak with. I said "are you the new owner, did you buy the company?". You said no again.  I asked why I couldn't speak to the new owner. You said the owner was semi retired. I responded by stating, so the owner retired and then sold it to a new owner that is halfway retired? You responded by saying, no, there isn't a new owner. I asked why you lied and told me the company had a new owner and you said you never said that, and I repeated our original conversation, where today's appointment was set up, where you informed me the owner had retired and that is why I couldn't speak to him.
  You specifically told me the owner had sold the company and that is why I could not speak to him. That was a lie. You told me I had an appointment today at 8am, and then cancelled it, saying you were waiting on my response and that is due to me going to a third party company. That is a lie. I responded two days ago and I never cancelled the appointment. This is exactly why I stated I needed an email address because now I have proof of you lying. Your email to me today is contradicted by your own response on the better business burea. 
  I am again going to state in writing my suggested solution.
  1) Reimbursement for my lost wages for the day I will have to take off work for this rescheduled appointment.
  2) After your team comes by, if my basement is still leaking I want a full refund.
  3) I want someone other than you to speak with. You are disrespectful to me and have been on multiple occasions. Everytime I bring it to your attention you say you have no idea what I am talking about, and that you're trying to be respectful.
  
  If this is not granted I will absolutely follow this all the way through and I will also request reimbursement for the sinkhole you caused, the cost for the removal of the black mold, and whatever additional lost wages I will have to accrue to have this properly settled.
  You can inform your owner it has come to this completely because of you. This could have been settled in a much better way, but your actions have brought it to this point.
  
  ******** *******
  ###-###-####
  ********************
  
  
  On Fri, Nov 17, 2023 at 1:55 PM <*************************> wrote:
  ******,
  
  Just arrived at office and received your message. We did have an appointment previously. With the complaint that was filed recently that was put in limbo waiting for your response.
  
  That is how we left it, we thought. In our response we stated you had a appointment and how you wanted to proceed. We were just waiting on that response. Sorry if there was any type of miscommunication.
  
  That does sometimes happen when a third party is involved. We would love to set an appointment and get this taken care of. As we know you do. We can be out there next week. Let us know and we will make it happen.  Just let us know. 
  
  You can call or respond to this email,  either is fine. We look forward to making you happy.
  
  
  Thank You,
  
  
  
  
  ALL-DRY of OHIO, Inc.

  Business response

  12/27/2023

  We have stated that we are willing to work with the customer. We want to honor our warranty and our contract with the customer. We want to do the right thing here. Our record shows this and proves this. If we are given the chance. We regret that the customer doesn't want to give us that opportunity. We as always want our customers to be happy with are products and service. But we do need the opportunity to do so.
  

   

   

  Customer response

  12/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  
  I have called the BBB to speak with someone before responding to this, but it said the office was closed and would be open tomorrow. So I am leaving this statement here and calling again tomorrow to speak with someone. 

  
  The business is saying that I am not allowing them to make the repairs and this is not true. I want them to make the repairs, but they have literally taken weeks to reply to me dragging this out.

  
  They have ignored every request for me to speak to the owner.

  
  They did have a scheduled appointment which they did not come to.

  I was getting food boxes before I got my new job. I can't miss work with no pay, which is what I would have to do to immediately schedule an appointment. I shouldn't even have to explain that. They should just be responsible with their scheduling. And they should be held accountable for no showing to an appointment. With the cost of everything, how is it okay for a company to no show and then say I am not letting them make it right? I am trying but they didn't show to the appointment and now I literally don't have time off work. Which I told him I wouldn't have anymore time after that appointment. So he knew that.
  The purpose of this is for me to state my complaint and a solution if I have an idea of one. I did that. Every single time my proposal is ignored by the business. They never answer my question. I have requested records of how many times they have been to my house.
  That has been ignored. I have been beyond compliant. I am being completely ignored by them. Not once has my request been acknowledged. The manager has mistreated my trust before and that is why I was able to speak to the owner. Now he is refusing to let me speak to the owner because he knows this would not be acceptable.

  
  Does anyone care that I did have a scheduled appointment that he knew would be difficult for me to reschedule? That's why he keeps saying just schedule an appointment because i told him before he missed the last one i wouldnt have any vacation time left. He knows i cant just snap my fingers and get time off work. I have a new job. I am not delaying rescheduling the appointment. I literally used the only vacation I had accumulated for the appointment that they no showed to and that is being completely ignored. I literally don't have the money to miss a day of work unpaid. I am not being difficult I am trying to make sure my bills are paid and I am being treated like I don't want to fix the problem when that is what I have been trying to do this entire time.

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

  Business response

  01/05/2024

  The business explained that they are more than willing to schedule the consumer. Brett stated that *** ******* can be scheduled for January 23, 2024 between timeframe of 830-9:00am. If the consumer cannot make that appointment they are more than willing to accommodate *** ******* on a different date but need a little flexibility for the timeframe.

  Customer response

  01/09/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  For the record, every question I have asked is still being ignored. The company is still being allowed to take literally weeks to respond to me. I am now preparing to take my third day off yet, they keep saying they are trying to work with me even though im the one being ignored repeatedly. I sent an email Friday (1/5/24) afternoon stating the following:

  Hello *** ***********,

  The dates I have been are

  January 19th

  January 25th

  January 30th or 

  January 31st.

  If they can pick one of these, i will let my manager know, and she has agreed to give me another day off for this.

  If the company does have an emergency number, since I am a customer, I would like to have that emergency number in case I do have an issue with my sump pump during a time that they are unreachable. The office number is the only number I have been given throughout the past 6 years of being a customer.

  Thank you,

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

  Business response

  01/12/2024

  We will be out to see *** ******* on January 31, 2024 between 9-9:30 am.

  Customer response

  01/18/2024

  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. 

  I aceept the appointment time, but my questions have still been ignored by this company. I am now taking my third day off work and this company is allowed to take weeks to respond to me while never answering any of my valid questions. I keep making my self available as they requested, and they keep disregarding my time and my questions. This is unethical and unprofessional. I do not understand how this company is backed by the BBB, and I still want a manager from the BBB to review this complaint in its entirety, as previously requested.

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

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  we had the system installed in our basement in February 2004. it worked well for a while then started to leak. we have attempted to contact them several times over the last 2 years. since then I have taken the carpet out of my basement, had to remove drywall that started to mold, but they have never responded to us. I have a receipt showing a lifetime warranty. what do I do? I don't want to involve a lawyer

  Business response

  02/06/2023

  We regret hearing complaints registered with the BBB. When we received this letter is was the first time we were made aware that there was an issue. Our office was unaware that there any outstanding issues in this matter. We try to respond to any and all calls that are reported. We immediately called and set an appointment for a service technician to address the issue.

  The appointment was set within 3 business days of receipt. The technicians identified a couple of areas that appeared to be possibly damaged or broken. They repaired said areas at the time of service. The work was done free of charge.

  An additional service response was also scheduled to test and insure the functionality of our products. There will be no charge for this service.

  ALL-DRY of Ohio, Inc. is proud to stand behind our warranty.

  Thank you for bringing this to our attention. We are always happy to help or assist with any need our clients might have.

   

  Thank You,

   

  Tom A****

  President

  ALL-DRY of Ohio, Inc.
  

• Initial Complaint

  06/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In 2015 All-Dry put the all dry basement system in our house. We have the lifetime warranty with them and have mold growing out from their all dry basement system. My girlfriend that lives with me has an autoimmune disease (****** Disease). She started getting really sick over a month ago and that's when she talked to a doctor and come to find out she is getting very sick from the mold in our basement. We've been calling All-Dry for almost a month now to get someone to come out and check our basement and get it fixed. We've both talked to a few people and getting no where or them telling us they will not come out but not really giving us any right reason other than them saying the basement doesn't look like it's leaking from the few pictures we have sent. They said they've never had mold come from their system so they wouldnt come out (coming from the owner) Finally the owner called us about 8 pm last Friday (he sounded drunk) and we were told he would come out today mon the 19th to take care of the problem himself. Well fast forward to today and We've received no calls from him and cannot get anyone on the phone. We got a text this morning saying someone will be out today but yet when we text back they couldn't give us a time and nothing else after that. They said its not a support phone number just for new customers to use but they wont answer any of their other lines when they texted u first today on that number stating someone will be out. We've called all their numbers and left messages. Still no answer. My girlfriend has been extremely sick bc of this and 9 pounds away from being under 100 pounds. This is causing major health problems for her and All -Dry is not taking it seriously and when you do talk to someone they just push you off to the side and say they will call back and never do. They've been rude on the phone and something needs to be done with this company. On ******** they even state how bad mold is for people but yet they don't not want to help us

  Business response

  06/23/2022

  Alldry was notified in person on June 17. We went out there today June 23. The system and basement was bone dry. The mold on wall is from condensation. It was resolved, they were in agreement.

   

*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. ↩