ComplaintsforEverdry Waterproofing of Cincinnati

• Initial Complaint

  09/21/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  When trying to cancel, was told N**** would come by to cancel. N**** and his "manager" came, making me feel uncomfortable and intimidated due to two people sent to just cancel. Manager asked to reevaluate the work needed done. He pointed out that I had stair step cracks and that insulation had been sprayed on the rim joists due to foundation issues. He claimed I was risking foundation issues if I did not get their work done. None of these issues were mentioned at initial evaluation. Told initially by N**** they could not dig all the way down to seal walls due to proximity to other houses, but manager now said they could and would. I said I did not want the EZ breathe anymore and the manager said it could be removed and would save me $1000. But I was told I would have to pay $7,700 if I canceled due to materials already being prepped because of a handwritten discounted “flexible start date”. 1) One handwritten section states it “could start as soon as 9/30” but the “complete by” date was 12/27/24. This demonstrates no real knowledge of the exact start date. 2) No breakdown of the $7,700 was provided at the time (9/19/24) but I was told I had to pay if I wanted to cancel. 3) When I asked afterwards for a breakdown of this “$7,700” cost of materials from Everdry (received the next day) it was dated 9/20/24, demonstrating a breakdown of materials wasn’t known until requested, yet they said I owed $7700 the day before. Breakdown included deep crock, 2x sump pumps, wifi BBU, SLM battery, concrete, and tar - items that cannot be prepared specific for a jobs measurements, yet I was told are now “unusable” due to being specific for my house measurements. Also, it included the EZ breath at $2000, ($1000 more than the manager told me it would save). I feel coerced by Everdry with intimidation tactics to not cancel, threats of 1/3rd the cost of the job in materials if I cancel, and lied to multiple times on capabilities and material prep with no clear disclosure in contract.

  

  Business response

  09/30/2024

  Homeowner signed a contract on 8/27/2024, then cancelled on 9/16/2024. Since the homeowner cancelled outside of the 3 day rescission period, per line 14 of his contract, we are entitled to recover all of our damages including lost profit as a result of said cancellation. While speaking with our sales manager on 9/19/24 the homeowner specifically said that after speaking to our representatives that came to his home to explain this to him that he has spoken to his lawyers and that will not hold up. Thank you. 

  

  Business response

  10/01/2024

  We resolved this with the homeowner on 10/1/24. Thank you

  Customer response

  10/07/2024

  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. 

  They contacted me on the above date and quickly resolved the issues. 

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

• Initial Complaint

  09/16/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  Removal from ever dry contract # ******* due to failing health issues. Original contract signed in Mid July. No work has been done. No financing given to ever dry by service fiance. Multiple denials after I authorized 1 attempt at financing. Failing health issues. right hip has failed therapy with huge costs Asked nicely to be released from contract and was sent mgr L**** R********** to sign cancellation papers today but was bullied to take some financial responsibility for a system I clearly didn't need. Asking for release from every dry. Financing has been canceled.

  

  Business response

  09/23/2024

  We have been in contact with the homeowner and resolved this matter. Thank you.

  Customer response

  09/23/2024

  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. 
  
  Regards,
  
  ******* ********
  

• Initial Complaint

  03/24/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Upon purchase of my home in early 2008, I inherited the Lifetime warranty on recent work that EverDry done in the basement. I pay $40 yr to sustain it. The paperwork I was provided from the seller is basically a stack of brochures regarding what was done. The Estimate says $24,828. I've had to request various issues, one of which, I had to ask them to repair the damage done to my back porch. It was cut up to access the back wall for repair, it was done so poorly that putting it back together was not possible. They did finally return and repair it. Recently, I noticed that one walls cinderblock is horizontally creating a crack. Per the rep, "it is not covered under the warranty because they had not originally added the wall reinforcement beams on that wall". I was shocked to hear the rep tell be that since the warranty doesn't mention that would happen at all. They have performed exterior repair on that wall in the past, which was supposed to make sure that I could safely put-up drywall and refinish the area without being concerned of moisture seeping through the wall. I believe they should be responsible for installing beams that will keep it from getting worse. I don't feel as if I should have to pay for something that should have been done in the first place, or when the exterior repair was done by them. Sincerely, **** ******

  

  Business response

  03/28/2024

  We met with the homeowner and we were able to address their concerns. Thank you

  Customer response

  04/04/2024

  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. They have agreed to reinforce the wall in question on May 29th, 2024.  This complaint will be fully satisfied upon completion, and I fully appreciate the actions taken.  
  
  Regards,
  
  **** ******
  

• Initial Complaint

  01/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I’m sure that the everdry product is very effective. My parents also used them which is why I hired them. Their only issue was that they spilled cement down their stairs. Nevertheless, my day 2 of the job and the absolute nightmare. It was the last day of the job and should’ve been a short day. However, when going to detach the sink that was next to my washer, the pipe detached from the water heater and began spraying water. Did the foreman come to me and ask where the shut off was? No. And I was home the entire time on both days. Although I’ll admit that I didn’t know where it was but when I learned what was going on, I was actively trying to figure it out with them. For 40 minutes, water was spraying out all over my basement. I was assured that they would clean up the mess. They didn’t. I asked before the foreman left if the water was turned back on and he said it was but I had to call him back out because it wasn’t. When he went back down to the basement to turn on additional water lines, I was on the top floor making sure everything worked. He failed to close the basement door and the cats went downstairs where there was wet cement. There are paw prints all over the place and as of yesterday, one had to go to the hospital and is now on numerous medications due to the cement poisoning. They threw random items in the sink and there’s cement pieces in the sink! And there were pieces of their plastic tarps somewhere near the washer dryer because I now have a pair of damaged leggings as a piece of plastic is fused to it. They cracked one of the tiles. And I have an outlet that has cement in it!! I have a baseboard that is broken and the base of the door is busted open. The cat tower previously stood there so I do not know what happened but you can see wood now. And there’s also a gap between the cement and the baseboard. I’m aware that they can come out and lay more but after everything that happened, I can honestly say that I don’t trust them.

  

  Business response

  01/22/2024

  We met with the homeowner on 1/18/24 to go over their concerns. They are supposed to reach out to me regarding our conversation and what they would like to do moving forward. Everdry is ready, willing, and able to help rectify the situation. Thank you.

   

   

  James B*****(GM)
  

  Customer response

  01/22/2024

  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.
  
  The company is not ready and willing to help as they have quite literally blocked me. “We’ve been in business for 40 years because we care about our customers” is only true when you get it right. When you get it wrong- you block them. I told you what I want when you were here. The contract shredded. I do not trust you. 
  Regards,
  
  ****** *********
  

  

  Business response

  01/26/2024

  As previously stated. We are ready, willing, and able to address all of your concerns at your convenience. We stand by our work and are here to help any way that we can to rectify the situation.

   

  Thank you

  James B***** (GM)
  

  Customer response

  01/29/2024

  Better Business Bureau:
  And as previously stated, the company has blocked me. This company cannot be trusted. They have damaged my property and shrugged their shoulders at it. They do not care. 
  you said you could shred the contract, so do it. Be a man of your word for once then. 
  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,
  
  ****** *********
  

  

  Business response

  01/31/2024

  Good afternoon. We tried to reach out to you today on the phone to discuss this matter further.  We stand ready, willing, and able to perform any follow up work necessary under the terms and conditions of the contract that we have with you. We have offered to go above and beyond the terms of the contract to help rectify this situation. We have been very proactive with the matter at your residence since your very first concerns came to light, and will continue to do so until this situation is resolved. We are under contract with you and will continue to treat you as a valued customer. Hopefully we can come to terms because our sole goal is to leave you with a waterproofed and healthy home.

   

  Thank you

  James B***** GM
  

  Customer response

  02/02/2024

  Better Business Bureau:
  I want to be crystal clear here. The business has blocked me. 
  The business has caused MORE damage than what they charged me for in the job. 
  The business is taking no accountability and has tried to even blame an outside pipe which is both hilarious and absurd because it would be in the walls and ceiling and I’d be able to file a homeowner insurance claim. 
  I do NOT TRUST this business to come into my home and cause further damage! You have already caused THOUSANDS of dollars in damage!

  This business said they can tear up the contract and that is what I want  I do not trust them and do not want them causing further damage in my home.

  This business also said they’d cover the vet bill of the cat that nearly died because of them and they still have not. 
  They are not one where their word is their bond. They CANNOT be trusted.

  This damage was done on December 12, 2023. They went all this time and never said a word to me. 
  And I would also like to point out that when this company dumped cement down my parents’ basement stairs, they took  3 years off their contract. They did FAR MORE damage in my basement. They broke a pipe and water poured all over for 40 minutes. They said they’d clean it up and they lied. So many lies. 
  like when lance said he can’t tell the HOA that my home was at stage 3 because of hipaa  I didn’t know he was a doctor nor that I was a patient. Lies. Over and over and over.

  I don’t want you. 

  All I want, all I will accept at this point is the termination of the contract. 

   

  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,
  
  ****** *********
  

  

  Business response

  02/02/2024

  We have been in contact with the homeowner on multiple occasions since the job was installed, and even met with them at their residence on 1/18/24. So the fact that she said that we haven't said a word since December 12th is false. We have taken full accountability and have even offered to go above the terms of our contract to help with the situation. After we met at her home to discuss options, the homeowner said she would be in touch with us to discuss the options that we left with her. She never called and instead made a BBB complaint. We even tried to call the homeowner earlier this week to discuss options. We will not be tearing up the contract. We stand behind our work and will be right here ready, willing, and able to complete follow up work for the homeowner. As far as the vet bill, they should be receiving that at any time. It was put in the mail earlier this week. We are trying everything to make this situation right.

  Customer response

  02/06/2024

  Better Business Bureau:

  Again, this company blocked me. There cannot be any communication with a company that blocks a form of communication. Furthermore, they had the audacity to come into my home, disrespect me, call me a liar and lie to my face. I have evidence on my side and if I have to take the company to court, I will do that. 
  

  by the way, I have an employee that reached out to me privately that says this is so common for you to be negligent and fail to take accountability. 
  

  so if you don’t tear up the contract, I’ll begin looking for attorneys to have it not only terminated but you will pay for all the damages. I’m not playing with you. 
  you will not step foot in my house ever again and disrespect me or my home. You cannot be trusted. 
  
  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,
  
  ****** *********
  

  

  Business response

  02/07/2024

  It is very unfortunate that this situation has come to this. We have made attempts to contact you by phone to no avail, to discuss options on moving forward. We still stand ready, willing, and able to rectify this situation in the quickest manner possible. I would prefer to talk to you directly to resolve this matter personally and professionally. However, if you feel it is necessary to involve attorneys, please have them contact me directly at ###-###-#### so we can get our legal team involved as well. We look forward to coming to a mutual resolution as quickly as possible.

   

  James B*****

  General Manager
  

• Initial Complaint

  08/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Basement is leaking

  

  Business response

  09/06/2023

  We have made several attempts to get in contact with the homeowner. We have been unsuccessful. Please contact Ken, our service manager, at ###-###-#### at your earliest convenience so we can help get this matter resolved for you. Thank you.

  

  Business response

  06/14/2024

  We met with and addressed all of the homeowners concerns on 5/8/24

• Initial Complaint

  04/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I had basement waterproofed Feb 2023 but continue to have leaks. Came down once and did some treatment. Still leaking. Called again and scheduled but they were a no show. Called again and they did arrive today Apr 20th but no work was done. Scheduled for July 2023! I am selling house which is why I had the service to begin with. I hoped to sell before July. What good is lifetime transferable warranty if the work has never been done satisfactory?

  

  Business response

  04/25/2023

  We are meeting with the homeowners on Thursday 4/28/23 to address their concerns. Thank you. 

  Customer response

  04/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  They have agreed to come down Thurs April 25th to remedy the leaks. I hope it is successful.
  Regards,
  
  **** ******
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I initially met with a foundation specialist, on March 10 for my free in-home estimate. Given his explanation of their patented waterproofing system, I was immediately interested and proceeded with initiating services. The amount of the work total slightly more than $30,000 and I provided the specialist with a $200 down payment. I advised him other contractors would be coming out to provide an estimate, one of which occurred within the service cancellation period. After meeting with Basement Doctors they explained the services offered by Everdry wouldn't fix the problem in my basement. This was a cause of concern and I contacted EverDry to cancel. Instead was transferred to a manager who indicated he would come out and take a second look at my home. The meeting went well but didn't dispel my concerns and that coupled with the financial burden of the project prompted me to double down on canceling. Our numerous attempts to cancel were consistently met with borderline predatory sales tactics. The West Chester office indicated a specialist would need to come to the home and gather their materials. The only materials provided to me was a folder containing the contents of my estimate and a tool to test for mold. During the cancellation visit, held today, the specialist did not take the folder or the tool. Instead, he took the yellow copy of the "Notice Of Cancellation" form and noted that 20% of the cost of the cancelled project would need to be paid. After an exchange with my partner, I was not able to attend, he left and asked for a call after 5pm tomorrow. The proposed work is scheduled to start on 4/10/23 and despite not signing the loan I was approved for through Medallion but did not proceed with signing given my concerns. Despite calling to cancel, I have been given the run around and now I am faced with possible litigation by this company. I would appreciate swift resolution of this matter.

  

  Business response

  04/03/2023

  We have contacted the homeowners and are currently working with them to come to a resolution. Thank you

  

  Business response

  04/17/2023

  3/10/23: Customer signed a contract to have the basement waterproofed.
  
  3/21/23: customer contacted us at 12:29 pm, wanting to cancel their contract. He said during the call that he knew he was out of the recission period and that we could keep his deposit.
  
  I have attached a picture of the front and back of the contract signed on 3/10/23 along with the cancelation form that was filled out on 3/21/23 after the phone call from the homeowner.
  
  Thank you again for you time today
  
  ***** ******

  Customer response

  04/17/2023

  I contacted Everdry on 3/14/23 to advise them of my concerns with proceeding with the contract. In response, I was told they would send someone out. Following that interaction, I was told to wait to make a decision which placed me outside the window. Given the lack of professionalism and predatory sales tactics I would like my $200 deposit returned to me. 

• Initial Complaint

  08/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In June 2021, Everdry completed a multistep waterproofing system on our basement. We opted for the extra warrranty of $75/yr that is supposed to cover a lifetime of repairs and servicing. The output of the sump pump they installed was put in the backyard of our 0.30acre parcel. Throughout the fall and especially into spring and summer 2022 we have called Everdry of Fairfield, OH multiple times to come out and transfer the output location to another location as our entire back, side, and front yard is now holding water like a marsh. We cannot even mow our yard due to the water rising over the wheels of our mower and it sinking. Everdry has been reluctant to address this issue. After multiple pleading calls they will communicate that someone will be out (usually in 2 months) to fix it, however once said employee arrives they say it is too much work and they cannot handle alone so they will have to set another time when more employees are available. This has been a recurring pattern since early spring. This past weekend, after a rainstorm, we once again have water leaking into our basement. Always consistent, Everdry must first send someone out to assess the situation and then reschedule 2 months out before they propose a fix (even though they have had multiple people out multiple times to "assess" the situation). With the amount of water the yard is holding (both our yard as well as the neighbors) we are worried as we fear the neighbor may take legal action against us for damage to their yard and perhaps even their basement. What was promised to be a peace of mind, permanent fix has turned into a year's worth of nightmares from working with Everdry.

  

  Business response

  08/11/2022

  We are meeting with the homeowners on 8/12/22 to discuss their concerns. After we meet with the homeowners to assess the situation we will get it resolved as soon as possible. Thank you.

• Initial Complaint

  08/05/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Everdry Waterproofing. Good afternoon. I am filing this complaint because of the business practices of this company. My partner and I were talked into signing a contract on 6/21/22 for a waterproofing service for our basement. Each of us paid 500 dollars as a down payment for a total of 1000 dollars. The salesman Mark told us the service would fall within the month of August. As of this report, no service has been performed. After we decided we could no longer do the service anymore, we called in to cancel our contract. They dispatched Mark back to our house to discuss terms of cancelation. He told us that if we canceled, we would owe 33 percent of the contract due to lost wages and materials. There is no such mention of this in the contract that we signed, which is attached to this complaint. He also told their customer service department to push us back from the month of August to December instead. So, we did not sign any form of cancelation locking us into owing the 33 percent. They did not give us any start date due to being on “standby” but it would be done within 365 days. We also did research and the company did not file for a solicitor’s permit. Therefore, the contract should be null and void and all funds should be returned to our respective accounts. Thank you all for your time and consideration.

  

  Business response

  08/11/2022

  We contacted the homeowners and we are in negotiations. We plan to have a resolution within the next two weeks. Thank you.

  Customer response

  08/23/2022

  Good afternoon, ****.
  
  On August 11, the business contacted me via phone, however, no agreements were reached. Since this exchange, I have had my attorney in contact with the business with one letter sent their way. Other than my attorney’s letter, there has been no contact between the business and I since August 11. As of the writing of this email, I am unaware if the business has replied to my attorney. 
  
  While we are still currently within the two week period in which the business claims we will come to a resolution, no agreements have been made so far.
  
  Thank you for reaching out,
  
  Kevin

  

  Business response

  08/29/2022

  We have a time scheduled to speak with the homeowners lawyer by phone on Wednesday 8/31/22 at 10am. We plan to have this matter resolved during the phone call. Thank you.

  Customer response

  09/01/2022

  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. 
  

  We have spoken to our lawyer and the business owner and have reached a conclusion.
  
  Regards,
  
  ***** *********
  

• Initial Complaint

  06/16/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have had several issues with Everdry since our basement was worked on in April. First, we were promised the Easy Breathe System for our home was in and ready to be installed by the team who would be doing our waterproofing by the sales team; this was not the case. It is now June 16 and we are still being told there they do not have an idea on when it will be installed. I can commiserate with Supply Chain issues and understand the impact they have, but do not try to sell us on one thing and then immediately change course. The only way we found out that the Easy Breath system was not going to be installed was when the Foreman completed the work and told us we would need to schedule that installation separately as that was not in his scope of work. Second, when the work was done, the perimeter of our house was left looking like a mole had a party, the grouting in the basement was spalling almost immediately and in some areas was less than 0.5” thick. The plastic wall boarding around the perimeter was left loose and un-caulked (this was fixed for the most part shortly after install) and would still allow moisture to permeate into the space. Finally, we are still getting water in our basement! When you pay $17,000 for a service, you tend to expect that it would actually do as advertised; unfortunately, that is not the case here. We contacted Everdry immediately upon discovering the water infiltration and were told they would get someone out on July 11th (it is currently June 16th!!!) solely to look at the issue, not actually fix it. That is patently absurd. This complaint will doubtless receive a reply from the company stating they will be reaching out to resolve the issue without an actual attempt. Overall, I couldn’t be more frustrated on the service we were sold, contracted and then paid for versus what we have actually seen/been receiving.

  

  Business response

  06/21/2022

  We were able to meet with the homeowners on 6/20/22 to address their concerns and also install their ez breathe unit. We believe the water in their basement came from their furnace because the ac unit had froze up over the weekend. The homeowner has an hvac company coming out to check on that in the meantime. If in fact the water is not from the ac unit/furnace, we will be ready and willing to come back out and take care of the issue. 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. ↩