Complaints
This profile includes complaints for WeDry USA's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 3 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This place is horrible customer service is the worst. Not only do I have videos of these men peeing on the side of my house with my son in the house. They left there garbage all over my yard which I will send pictures. Then lied to methey put a tarp on my roof after the hurricane ******. The next day it blew off and almost hit me and my friend in the head. They told me they would not recharge me to out another one up and they did. I get a phone call from ****** **** that was rude in every way possible to me. She yelled at me which I have recording of. They left machines in my house that were never turned on and charged me for them. I will upload the pictures to this. I want some of my money back for me having to pick up there garbage. **** promised I would not be charged for the second tarp on roof horrible company I have more photos but they will not load for some reason it is the 8 big garbage bags laying all over my yard
Business Response
Date: 02/27/2025
Dear Ms. **************** appreciate the opportunity to address your concerns and provide clarification regarding the services rendered at your property following Hurricane ******. At WeDry USA, we are committed to transparency, professionalism, and customer satisfaction. Below is a detailed response addressing your complaint.
1. Services Provided & Acknowledgment of Work
On 10/11/24, WeDry USA installed a temporary tarp to protect your property. You confirmed satisfaction with this service during a recorded call, stating:
"They did amazing. They did a wonderful job. Its all tarped up. It looks great. They did perfect."
Water mitigation services were completed between 10/12/24 and 10/17/24.
2. Wind Damage & Re-Tarping
On 10/16/24, you reported that a section of the tarp had detached.
On 10/19/24, you reported that wind gusts of 26 mph had fully removed the tarp, requiring a replacement.
On 10/20/24, our vendor, M&V Roofing, completed a re-tarp service, which is documented in our invoice records.
3. Billing & Insurance Payment
Our contract explicitly states that re-tarping is a separate, billable event. This is a standard industry practice, as temporary tarps are not designed to withstand severe weather indefinitely.
On 12/11/24, WeDry USA sent you an invoice. We later confirmed that your insurance company issued a payment of $3,621.23 to cover the re-tarping costs.
4. Resolution Attempt
We understand that billing disputes can sometimes arise from miscommunication. As a gesture of goodwill, WeDry USA previously offered to waive the re-tarp charge. Unfortunately, you declined to discuss the resolution further.
Next Steps & *******************start="2435" data-end="2438">? If you still have concerns regarding the charges, we encourage you to discuss them with your insurance adjuster so they can clarify why the re-tarp was covered as a separate event.
We want to ensure that this situation is resolved in a fair and transparent manner. Please let us know how you would like to proceed so we can close this matter promptly.
Thank you for your time, and we look forward to working toward a resolution.
Best regards,
***** ********
Director of *******************start="2931" data-end="2934">WeDry USABusiness Response
Date: 02/27/2025
Dear BBB Representative,
At WeDry USA, we take pride in delivering high-quality restoration services with transparency and professionalism. We sincerely value customer satisfaction and address every concern with due diligence. However, after a thorough internal review of the complaint from Ms. ****** ********** we respectfully request that this complaint be removed, as it is based on misunderstandings regarding billing and insurance claims, rather than any misconduct or negligence on our part.
Summary of Facts & Resolution Attempts
1. Services Rendered & Customer Acknowledgment
10/10/24 ********************** was contracted for services following Hurricane ******, including tarp installation and water mitigation.
10/11/24 (3:15 PM Call ************************** confirmed her satisfaction with the initial tarp installation, stating:
"They did amazing. They did a wonderful job. Its all tarped up. It looks great. They did perfect."
10/12/24 - 10/17/24 Water mitigation was successfully completed.
2. Wind Damage & Re-Tarp Service
10/16/24 Ms. ********* reported that a portion of the tarp had detached.
10/19/24 She reported the entire tarp had blown off due to 26 mph wind gusts, an external weather event beyond our control.
10/20/24 A re-tarp was completed by M&V Roofing.
3. Billing & Insurance Payment Misunderstanding
Our contract, signed by Ms. ********** explicitly states that re-tarping is a separate, billable event.
12/11/24 (Invoice & Payment Dispute):
Insurance approved and sent payment of $3,621.23 for the re-tarp service.
Ms. ********* did not immediately forward the insurance payment to WeDry USA as agreed.
Despite this, WeDry USA offered to waive the re-tarp charge entirely to resolve the matter.
Key Reasons for Complaint Removal
? No service failure WeDry USA completed all contracted services professionally and per industry standards.
? Clear customer agreement Ms. ********* signed a contract acknowledging that re-tarping would be billed separately if needed.
? Documented customer satisfaction Ms. ********* initially praised the service and only raised concerns after receiving invoices.
? Insurance payment refusal Insurance already paid for the re-tarp, yet Ms. ********* refused to forward the payment, despite contractual obligations.
? Resolution attempt ignored WeDry USA proactively offered to waive the re-tarp charge, but Ms. ********* refused further discussion.
Final Resolution Request
Given that WeDry USA has:
Completed all contracted work satisfactorily
Attempted to resolve the dispute amicably
Provided full transparency in documentation
Demonstrated that the dispute is a billing miscommunication rather than a service failure
We formally request that the BBB remove this complaint from our record, as it does not accurately reflect any wrongdoing or negligence on our part.
We remain open to discussion but request that Ms. ********* either complete the outstanding payment or acknowledge our resolution offer in good faith.
Thank you for your time and assistance in ensuring fair representation for ethical businesses.
Sincerely,
***** ********
Director of *******************start="4213" data-end="4216">WeDry USACustomer Answer
Date: 02/27/2025
Complaint: 22990743
I am rejecting this response because:
Sincerely,
****** *********the tarp fell off the roof in less then 24hours of putting it on no I was not happy when it almost hit me and my friend in the head. Which I stated on the call as well which I have recorded as well. How about all the garbage that was left in my yard as well how about leaving it for me to pick up about 10 large black garbage bags. What about the phone call I recieved from that lady that I mentioned that was rude to me and over talked me which I recorded as well. I want a partial refund for lying to my insurance company which you told me I would not be charged as well. So taking money is wrong on your end. A apology from the lady that was rude to me. And all the bags that are laying on the side and back of my house from your workers. No good company would let one of your people talk to people like that nor would they leave garbage laying around. Or charge for 2 machines in my house that were not even turned on. I will let my insurance company know what you did so they can come after you as well. Plus I pursue this till I get a refund and apology for the way I was treated to many companies getting away with stuff not this time.
Business Response
Date: 02/27/2025
Dear Ms. **************** appreciate your response and the opportunity to address your concerns. At WeDry USA, we take all customer feedback seriously and remain committed to providing fair resolutions. Below, we have carefully addressed each of your concerns.
1. Tarp Installation & Re-Tarp Event
The original tarp was installed on 10/11/24, and during a call that same day, you confirmed:
"They did amazing. They did a wonderful job. Its all tarped up. It looks great. They did perfect."
You later reported issues with the tarp coming loose due to high winds.
On 10/19/24, you called and reported that the tarp had fully detached due to 26 mph wind gusts.
On 10/20/24, WeDry USA dispatched a crew for a re-tarp installation, which was completed.
We understand that you were frustrated by the tarp coming off so soon, but temporary tarps are susceptible to weather conditions, which is why re-tarping is a standard, billable event covered by insurance policies.
2. Billing & ******************************************* approved and issued a payment to cover the re-tarping costs
If there was any confusion regarding this charge, we had already offered to waive the cost of the re-tarp as a goodwill gesture.
At this point, we kindly request that you confirm how you would like to proceed with the waiver we previously offered.
3. Clean-Up Concerns & Equipment Charges
We apologize if there were any concerns regarding trash left on-site. If there are still items remaining from our crew, please let us know and we will send a team to remove them.
Regarding the equipment inside your home, all equipment is documented and billed per standard restoration industry guidelines. If any equipment was billed incorrectly, we are happy to review those charges and adjust them if necessary.
4. **************** & Apology Request
We take customer service seriously and do not condone rudeness from any staff member. We have attached those call interactions here and reviewed the interactions internally.
If any employee acted inappropriately, we will address it and issue a formal apology for any unprofessional behavior you experienced.
Proposed Resolution
To bring this matter to a close, we are offering the following options:
? Option 1: We waive the re-tarp charge entirely if you confirm this as an acceptable resolution.
? Option 2: If you prefer to forward the remaining payment, we will review and adjust any disputed charges related to equipment.
? Option 3: If you would like a crew to pick up any remaining debris, please provide us with a date and time that is convenient for you.
We want to resolve this amicably and are willing to work with you on a fair solution. Please confirm how you would like to proceed so we can finalize this matter.
Best regards,
*****
WeDry USABusiness Response
Date: 02/27/2025
Dear BBB Representative,
We appreciate the opportunity to provide a formal response to Ms. ********** concerns. WeDry USA has made every effort to resolve this matter amicably and in good faith. Based on the documented facts and our continued willingness to address any valid concerns, we respectfully request that this complaint be closed.
Summary of Events & Resolution Attempts
1. Services Rendered & Confirmation of Work
10/11/24: Initial tarp installation was completed. During a recorded call, Ms. ********* confirmed satisfaction with the work, stating:
"They did amazing. They did a wonderful job. Its all tarped up. It looks great. They did perfect."
10/19/24: Ms. ********* later reported that the tarp had detached due to 26 mph wind gusts, which is an external weather event.
10/20/24: A re-tarp was completed, documented with photos and an invoice.
2. Billing & Insurance Payment
Ms. ********** insurance company approved and issued a payment of $3,621.23 to cover the re-tarp service.
Ms. ********* is attempting to reduce her payment to WeDry USA through leveraging this BBB complaint, despite contractual agreements stating that insurance disbursements or cash payments should be paid to the service provider.
Despite this, WeDry USA proactively offered to waive the re-tarp charge entirely as a goodwill gesture.
3. **************** & Clean-Up Concerns
Trash & Equipment Concerns: WeDry USA has offered to send a crew to remove any leftover debris if needed.
**************** Issue: We have asked Ms. ********* to provide details of the alleged rude interaction so that we can investigate and address it appropriately.
Final Resolution & Request for Complaint Closure
? We have offered to waive the re-tarp charge entirely.
? We have offered to remove any debris at the property.
? We have asked for details of the customer service complaint to address it internally.
? We have acted in good faith at every stage, and Ms. ********* has declined reasonable resolution attempts.
Since WeDry USA has taken all appropriate steps to resolve this matter and has offered more than a fair resolution, we formally request that this complaint be closed in our favor.
We appreciate your review and consideration. Please let us know if any further information is needed.
Sincerely,
***** ********
WeDry USACustomer Answer
Date: 02/27/2025
Complaint: 22990743
I am rejecting this response because:
Sincerely,
****** *********My Public adjuster already forwarded the money to you. I want the re tarp refunded to me or my insurance I am sorry but I was told and have the recording him stating he would not charge me for the re tarp. So I feel that should not be paid to you. United claims specialist was who you were dealing with. I have bags of garbage on the side of my house big black garbage bags that I told your company and united claims specialist that I want it gone I am not paying someone to pick after your crew. I want the retarp refunded and I want proof that it will be done. The recording I have as well ****** **** being rude and over talking me. So yes I would like an apology from her. To talk to someone that way was uncalled for. So partial refund pick up your garbage and a simple apology of the way she treated me. Like I said I have all the recording not sure how to upload here but I sent them to right people to makes sure I am not in the wrong and I am not. I was told that I would jot be charged I I will reach out to my insurance and send them the recording of your guy saying I would not be charged. That tarp was on less the *********************************************************************************************** the head. My ring has it recorded just like your men peeing on the side of my house with my 16 year old child in the house no no.
Initial Complaint
Date:03/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I reached out to WeDry early last year on a suspected mold issue and was quickly encouraged to have a mold test done by WeDry employee, ******. Once the mold test was completed and this was back in February of 2023, no results of the test was provided to myself or to **************** Company agent ************. Both myself and ************ sent communications to WeDry requesting a report of the findings from the mold testing but never received a response or copy of the report. Given no response or follow up by WeDry was received, the insurance company awarded the job to another company. Now after an Entire year wedry is trying to bill my insurance company and me for the incomplete work. This is unacceptable business practice.Business Response
Date: 03/14/2024
Thank you for bringing your concerns to our attention. We genuinely value all feedback and are committed to maintaining the highest standards of service for our customers.
We regret any confusion and inconvenience you have experienced. Upon reviewing your case, we recognize that in February 2023, we attempted to reach out to discuss the mold protocol results. Following this,multiple follow-up attempts were made to understand whether we could proceed with the remediation job, unfortunately without receiving a response. This oversight in directly sending the protocol to you or your insurance carrier is not reflective of our standard procedures.
We understand the importance of clear and timely communication, especially concerning something as critical as mold remediation,and we apologize for not meeting this standard in your case. To prevent such issues from recurring, we are rigorously reviewing our internal processes to enhance our service and communication.
Please be assured that we have closed out this file and will not be billing you or your insurance company for the incomplete work. We appreciate your patience and understanding as we work to resolve this matter.Your feedback is invaluable to us as it helps drive our continuous improvement. If you wish to discuss this further or have any other concerns, please reach out to our customer support team directly. We hope to have the opportunity to restore your trust in our services.
Best regards,Customer Answer
Date: 03/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, although I do not agree with their statement of trying to reach out to us I find that the resolution of them closing out the file and not billing us, satisfactory to me.
Sincerely,
********************************Initial Complaint
Date:02/16/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was charged $8,550 for **** Sq ft of tarp, harnesses, and pitch of roof. Our entire roof is only **** with **** under air and half our roof was covered by solar panels and workers never wore harnesses. When I addressed this discrepancy with we-dry company they stated the insurance paid us $8550 so that is what we have to pay them. Ripping of the insurance and it was already difficult enough to even get close to what we should have been paid for other damages fro Hurricane ***. Oh and first wind storm tarp is gone. Rip off beyond comprehension.Business Response
Date: 02/28/2024
Dear *****,
Thank you sincerely for bringing your concerns to our attention. We understand the distress and confusion that can arise, especially in the aftermath of events like Hurricane ***, and we apologize for any frustration you've experienced with our service.
Regarding the insurance process, we acknowledge that it can be complex and sometimes overwhelming. At WeDry USA, we work diligently with insurance carriers to ensure billing is transparent and fair, aiming to make this aspect as smooth as possible for you. Our pricing reflects the market rates, the high quality of our labor, expertise, and the specialized equipment we employ to secure your property effectively.
We recognize your concerns about the use of harnesses.Please know that the safety of our workers and the integrity of our work are paramount. We are committed to reviewing and reinforcing our safety protocols and procedures continually.
It's important to remember that roof tarps serve as a temporary protective measure. While we strive to install them securely, their durability can be compromised by severe weather conditions. We are dedicated to inspecting and replacing any tarps that are damaged or torn to ensure your property remains protected until permanent repairs are scheduled.
We deeply regret any misunderstanding or inconvenience this situation may have caused you. Our team is eager to address and resolve your concerns directly, aiming to restore your confidence in our ability to protect and restore your property.
Thank you for your patience and for giving us the opportunity to make this right.
Warm regards,
*****************
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