Complaints

The 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:06/06/2025

  Type:Service or Repair Issues
  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.

  We were told the money was a downpayment not a deposit for getting financed. When we spoke to ****, the salesman, yesterday he wasn't interested in high expense he was only interested in pressuring us into the high cost of waterproofing. Then today when we spoke to him we asked him about getting our check back he said we probably could but he doesn't handle that part. He just kept wanting to sell us on the waterproofing even though we kept telling him we couldn't afford it and just wanted our check back.

  

  Business Response

  Date: 06/13/2025

  Thank you for the opportunity to respond.

  
  At EverDry Waterproofing of Michiana, we proudly serve thousands of homeowners every year by providing honest, no-pressure consultations and expert recommendations. We approach every home as if it were our own with professionalism, care, and integrity.

  
  In this case, our inspector **** drove over six hours round-trip to personally assess Ms. ********** property. During his time on-site, **** identified multiple serious issues, including mold, structural cracking, and visible dry rot all of which can significantly impact the safety and value of a home. He spent several hours walking through these findings in detail and answering all questions thoroughly. **** followed our standard process of providing education and options not pressure.

  
  We understand that home improvement decisions can feel overwhelming, especially when unexpected repairs are needed. Our role is always to provide homeowners with clear information so they can make the best decision for their circumstances.

  
  Regarding the financial portion of the complaint: while a check was initially deposited, a stop payment was placed before the funds cleared, and no money was ever received by EverDry. As such, there is nothing to refund, and this matter is considered resolved on our end.

  
  We appreciate the opportunity to clarify and remain committed to respectful, transparent service for every homeowner we meet.

  
  Sincerely,
  **** ********, President

• Initial Complaint

  Date:01/17/2025

  Type:Service or Repair Issues
  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.

  The company came and did water proofing for our basement. The sales guy who did our estimate said numerous times how ALL of our walls would be FIXED and a crack in our foundation that we were very concerned about would be fixed so that it WOULDNT get worse. He went over a ring of protection paper he brought and they did everything on there except the patches to fix the crack. He repeated the fact that their work has a LIFETIME warranty stating as long as the house is standing we guarantee our work and will come back FOR FREE whenever needed. The warranty is $145 a year which he didnt mention. The cracks in our walls (because its a cinder block basement) were a big concern for us which he reassured would be fixed. They used a painters caulk to cover the cracks INCLUDING our worse horizontal foundation crack and did a terrible job with it, including missing holes and spots on the walls that needed fixed. So we called to have them come use masonry caulk and then they didnt even fully cover over the painters caulk they originally used. They didnt even bother to attempt smoothing out the caulks. All to say, what was promised to us in the estimate didnt happen and now are having to call the company numerous times without them getting back to us or righting their wrongs. They also installed a ventilation system where they had to cut through to the outside of the house for venting and left a gap so cold air is coming in and eventually spiders, mice and whatever else can fit through the crack will be coming into my basement. Also, the new cement they put in the basement already has a crack in it and its only been two weeks since they finished the job, and theres a section along the wall where they didnt fill in with the new cement. For $35,500 I would think a MUCH better job would have been done. And Id love to know if the owner would approve of this type of work done in their own home.

  

  Business Response

  Date: 01/26/2025

  We are scheduled this week to service the cracking. Shrinkage of concrete as it cures is a normal process and in no way compromises the waterproofing. We will be more than happy to fill the shrinkage crack this week. Thank you,

• Initial Complaint

  Date:07/01/2024

  Type:Service or Repair Issues
  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.

  We hired Everdry to waterproof our basement in July 2023. We chose them due to the A+ rating with the BBB. We signed the contract in July of 2023 and the work was completed in August of 2023. The salesman assured us that Everdry would take care of any damage to our home caused by the work of Everdry employees. After the project was completed, we were initially satisfied, but later were made aware of two mistakes that caused extensive damage to our property. The first mistake was damaging the wire in our irrigation system. The salesman told us that Everdry would be responsible for marking all utilities before the dig. He was aware that we had an irrigation system and did not tell us we had to mark it. On the morning of the dig, the irrigation system was working, and the ******* and other workers were aware that it was functional. After the project was completed, the irrigation system was no longer working. An irrigation company confirmed we had a damaged wire and the damaged wire cost $950 to replace. We informed Everdry about the damaged irrigation system and they agreed to pay only $250. We told an Everdry representative that this was unacceptable. His last communication (from 9/27/23) stated that he would talk to the owners of the company about our concern, but we have not heard back from him.The second mistake was to leave 9 inches of plastic sheeting in one of our window *****. This caused water to accumulate between the window and the plastic. The presence of the plastic caused water to seep into our basement leading to extensive damage. We first noticed the damage on June 19, 2024. We informed Everdry about the damaging plastic. They sent a representative to assess the situation. He removed the plastic but said Everdry was not responsible for the damage it caused. We have tried to contact the owner of the company to communicate our grievances (twice through voicemail and once through email) explaining the situation, but we have had no response.

  Customer Answer

  Date: 07/01/2024

  We would like Everdry to take responsibility for the damage they caused to our property. Everdry has not satisfactorily responded to our attempts to communicate with them. We are looking for a refund and communication from the company. Our disputed amount is NOT $30,000.00. That was the price for the contracted work by Everdry to waterproof our basement. We have two complaints about Everdry. The first is damage to our irrigation system,caused by negligence of Everdry during the digging process. We would like Everdry to pay us $950 (bill attached), which was the price to replace the damaged wire. Our second complaint is damage to our basement caused by the untrimmed plastic sheeting that Everdry failed to remove upon installation of the gravel and drainage system (picture attached).We do not yet have the total cost to repair our basement damage. We are currently working with contractors to assess and fix the water damage caused by negligence from Everdry. The work by Everdry was completed in August of 2023. We discovered the cause of the irrigation system damage in September 2023 and the water damage in the basement in June 2024. 
  

  

  Business Response

  Date: 07/11/2024

  Everdry has been in business locally for over 30 years with over ****** local homes protected by Everdry. We take responsibility for our work and service our customers. ******************** warrants moisture that enters below grade through foundation walls and floors. Everdry does not warrant water that enters through window or window well areas though which unfortunately was the entry point. Additionally, the Everdry agreement clearly states that Everdry is not responsible for consequential damages either. Lastly, Everdry does have all utility lines marked and we do our best to avoid unmarked lines that are not marked. Additionally our  agreement does state that we are not responsible for hidden lines. We apologize for any misunderstanding or inconvenience.

  Customer Answer

  Date: 07/16/2024

  This is a summary of our complaint. Full response is attached. Everdry ... homes protected by Everdry." Your history with other customers does not affect us. We are dissatisfied with your work and company. Your sloppy workmanship and lack of oversight caused water to enter our basement. We take responsibility ...customers. Instead of taking responsibility you are stonewalling your customers and refusing to communicate with us. Everdry warrants ... the entry point. This is the entry point because your workers left 9 inches high of plastic sheeting across our window well which caused water to accumulate and seep into our basement. Additionally, the Everdry ...damages either. But the warranty also states, Contractor agrees to service the seepage of water through the sub-soil masonry walls and floor for the areas treatedwithout additional charge to buyer for labor and materials. The window well is an area treated by Everdry and is covered in the contract; thus, you are responsible for the water that seeped into our home through that area due to your mistake. If you had left the window well alone, this damage would not have occurred.Lastly,Everdry ... hidden lines. There was no attempt to avoid the unmarked irrigation system lines. If you wanted to avoid them, you would have marked them. You are responsible for this damage and should acknowledge the fault and pay for the damage. We apologize inconvenience. We were lied to by your salesman.He praised the integrity of your company and assured us they would take responsibility for any damage caused. We were shocked when Everdry said we are not responsible for the irrigation system damage nor the water seepage. What your salesman did with us is called False advertising. Everdry has not displayed integrity, communication or commitment to customer ********************************* must pay for the damages they caused and answer our emails and phone calls.

  

  Business Response

  Date: 07/30/2024

  EverDry will provide Warranty work. Consequential damages and hidden lines are not part of the agreement. Please review your contract. Thank you. 

  Customer Answer

  Date: 08/02/2024

   I am rejecting this response because:
  
  Thank you for agreeing to adhere to your warranty. The water damage in our basement is under the one-year warranty as stated in our contract. We attached the purchase order for the waterproofing work that includes the window well treatment. The bill for the mitigation was dropped off at your office and we are still waiting for the bill for the basement repairs and will send that to you when it is available.

  Upon reviewing the contract with a lawyer, we agree that Everdry is responsible for the damaged irrigation lines because you did not make a reasonable effort to avoid the lines. Still, irrigation system lines, in real estate legal jargon, is considered a fixture of the house, not an utility nor a fuelline -which is the wording stated in in the contract.

  If you would like to meet in person to discuss the matter,we can set up a meeting date and time. Otherwise, you can send the checks for the damage to our home address.

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  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 saw Everdry Waterproofing at ************** Expo in ******* on Sun, 2/25. They scheduled ********** to come to my house for an estimate on Mon, 2/26. He spent 2 hrs with me and told me my basement had a lot of damage but was not beyond repair. He quoted me $28,002. I knew there was a $500 discount for Home Expo; **** promised additional $1,000 discount if I was willing to be flexible on service date. I agreed to this. He told me I needed to sign and make $1,000 deposit today. I was surprised, I had planned to get other estimates and talk with family before I proceeded, but he told me I would lose the $1,500 discount if I didn't sign the contract today. This was a lot of money, and I didn't want to lose the discount, so I signed the contract and gave him $1,000.000 on a credit card. I appreciated the financing. Service *************** emailed contract on Wed, 2/28, and said that I needed to sign right away because they couldn't schedule the work on my house until I signed. I signed Wed evening.**** said the crew would cut my deck around 2 sides of my house, and I would have to put it back together. I was worried and called Everdry on Mon, 3/4, to find out when my job was scheduled. I was told to write the question about my deck on a piece of paper so the crew could address it when they came to start work. No answer to my question about scheduling.No called me to schedule the work by Mon, 3/11, so I called Everdry to cancel. I had found out it would cost $2,000 to take care of the deck issue. I was also warned by several family/friends that Everdry was not trustworthy. I was very worried. Everdry said someone had to come out and meet with me to cancel the work. This was scheduled for Mon, 3/18, at 1pm. **********, Regional Supervisor, came out on 3/18; said he needed to come out to make sure none of his guys had done anything wrong. I said I had felt pressured and didn't want to proceed with the work. He spent quite a bit of time trying to make a deal. I said no.

  

  Business Response

  Date: 04/12/2024

  Everdry has been helping customers locally for over 30 years and over 40 years nationally. We take the time to educate our customers, provide estimates that are good for 7 days and follow the federal guidelines of a 3 day rescission period. ************ signed a contract on 02/26/2024 and cancelled on 03/11/2024 which is a full 14 days after the contract was signed.

  Cancellations are permitted after the 3 day rescission period for a 28% fee. The 3 day rescission period protects the consumer from high pressure sales and the business afterwards due to incurred costs. Everdry incurred expenses, had to juggle our staff and crews around and prepared her order. The cancellation fee is ******** minus the deposit of 1000. Everdry is currently owed ********. We have turned this matter over to our attorney. Before our attorney pursues this matter any further, we are willing to forgive the ******** in the interest of customer goodwill.

  Customer Answer

  Date: 04/15/2024

   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.

  
  

  Thank you.

• Initial Complaint

  Date:02/20/2024

  Type:Service or Repair Issues
  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.

  We paid EverDry $21879.00 to fix the mold in our basement. They offered us a lifetime transferable ************** Warranty. However, we found mold in our basement in the same location within 6 months. We have been trying to contact them to come fix the problem and honor their warranty. They have not called us back, and refuse to speak to us. Every time we call they put us straight to voicemail. We paid them a lot of money for them to ignore us and they didn't even fix our problem.

  

  Business Response

  Date: 03/05/2024

  Everdry warrants against water seepage in all areas treated. The Painters had their basement waterproofed. However, they did not contract us to do the crawl space which is an additional source of moisture. Everdry would be more than happy to waterproof the crawl space and encapsulate it at a discounted rate which would address water and moisture which is a contributing factor to mold. We drove more than 4 hours and 22 minutes round trip to try to help and explain this to the customer. We were asked to leave with a profanity laced demand to leave upon this explanation.

   

  Customer Answer

  Date: 03/05/2024

   We are rejecting this response because: The mold has grown back in the "warranted" area. However, Everdry has not offered any type of solution other then to ask us to pay them an additional $20,000 to "fix" the crawl space. The salesmen that was in our home admitted that they should fix this issue but have not made any effort to do so. Including, putting our calls straight to voicemail when we have reached out to discuss the situation. During our original inspection by Everdry, the salesman was in the crawlspace and did not recommend that any work needed done there. He did not find any problem in the crawl space at that time, because we didn't have a problem in the crawlspace prior to the work Everdry completed on the basement. 

  I do not feel comfortable paying them anymore money until they prove that they will follow up on the what they originally promised  to fix in first place. 

  We trusted this company and they have ignored their own warranty but have asked for more money at a 'discounted rate' to 'fix' a problem in the crawl space that we didn't have before they were here. Plus, we still have mold in the original location they came to fix. 

  
  

  

  Business Response

  Date: 03/15/2024

  Our warranty clearly states Contractor agrees to service the seepage of water through sub-soil masonry walls and floors for the areas treated While Everdry certainly reduces the propensity for mold to develop, Everdry does not warrant against mold. Addressing the crawl space would help minimize the moisture that contributes to mold. We stand by our offer to do the crawl space  work at a discounted rate to further minimize moisture.

• Initial Complaint

  Date:01/16/2024

  Type:Billing Issues
  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.

  warranty continued

  

  Business Response

  Date: 01/26/2024

  A reminder was sent. Reminders are sent annually as a courtesy but are not our responsibility. ************** Agreement has lapsed. We are a Franchise and have stringent guidelines. I apologize.

  Customer Answer

  Date: 01/26/2024

   I am rejecting this response because:
  I have proof that the invoices are not sent as a curtesy. I have another clients statements. She received what is an invoice and also a bill each year. She also has been issued on a few of them a  file number. I have never been issued a number. The company put a new billing system in 2years ago. The receptionist told me that when I spoke to her. That is when I started not receiving a BILL. Somehow I was dropped from the system. I have paid on time every year if they would check their records. 
  They have never asked if *** happy with the work they have done. I find this very odd. All I want is to pay up my warranty for 2 bills I never got. I most likely will never need to use it. I am having no issues with the system.  Costumer service? Is it because Im a women?? Hmmm  Nasty company.  ***********************;

  

  Business Response

  Date: 01/30/2024

  EverDry stands by the aforementioned response. The truth is the truth and it does not change. Inflammatory and wrongful accusations will not change the response. The woman accusation is the newest and most laughable. My wife owns the business with me and my attorney is a woman. 

• Initial Complaint

  Date:10/20/2023

  Type:Service or Repair Issues
  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.

  Everdry inspected and provided a quote for basement waterproofing at my home August 23,2023. *** and **** were their salesmen who did the inspection. Two wall cracks were repaired previously by their competitor-**** and *** said this was done poorly and that Everdry would redo these. There was a crack a previous owner put diy cement seal on- they said they would redo this also. A total of 8 cracks were promised to be professionally repaired, all on the interior and any exterior accessible cracks would be sealed. They also were putting in their multi step system with interior and exterior drainage systems. They quoted 3-5 days to complete the work, but ended up only taking 1.5 days. We were surprised to hear this but ultimately realized this was because they did not complete many repairs they promised. Only 3/8 of the wall cracks were repaired with a cement putty we ourselves could have purchased at a common hardware store. One large crack around the water main was not repaired at all. Two cracks repaired by their competitor were not redone. They put the putty over the crack the previous owner repaired too-did not bother to remove the chipping diy kit they used either. Several large defects they made in the cement were not repaired. They installed drainage trim in front of drywall instead of concealed behind it. We were not happy with these results during the final walk through, but the ******* simply said the other repairs were not on the work order. We spoke with customer rep ***** who confirmed what the ******* said and left it at that. We asked to have a supervisor to review the quality of the work and missed repairs- **** came out and said he agreed with our complaints and claims he wrote the missed repairs in his work order. Everdry got scheduled to come out again to fix but only repaired half of what was promised. We called ***** again and now was informed Everdry now refuses to do any further repairs. Oversold, under delivered, and unprofessional

  

  Business Response

  Date: 11/01/2023

  EVERDRY stands behind our lifetime service agreement. Since ******* foundation walls from the outside, there is typically no need to seal cracks from the inside as that is more of a cosmetic fix. We are more than happy to seal the cracks inside for you if that is your understanding. It is not functionally needed to keep your foundation dry but our goal is to make our customers happy. I have placed your order on Lances desk and are more than happy to help.

• Initial Complaint

  Date:09/26/2023

  Type:Service or Repair Issues
  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 signed an agreement with Everdry Waterproofing on 8/11/2022 to have my basement waterproofed for the sum total of $18,796. The actual install was completed in September of 2022. I was ensured that my basement would be cool and dry, which is was upon the completion of the work in September of 2022. However, by June of 2023 my basement was warm and damp. I contacted EverDry Waterproofing and informed them of the issue and they installed a dehumidifier in my basement in July of 2023, which runs constantly and brought the temperature of my basement to nearly 100 degrees. I informed Everdry Waterproofing about the high temperature in my basement and their response was that my home's central AC should help keep the basement cool. I informed Everdry Waterproofing that I did not have a central AC unit in my home, and did not have it when their salesmen looked at my basement in August on 2022. Everdry Waterproofing then informed me that a central AC was needed for the waterproofing system they installed to function properly, I believe they call their "easy breeze" system. After demanding a resolution to this issue and speaking to a gentlemen named *****, Everdry Waterproofing has not returned my phone calls and is no longer responding to my inquiries. I was also sent an invoice to renew my yearly warranty totaling $145 that is due on October 1st, 2023. However, I'm hesitant to pay for the ongoing warranty when the current issues I'm having aren't being addressed and fixed.

  

  Business Response

  Date: 10/03/2023

  Everdry has waterproofed tens of thousands of basements over the past 30 plus years. We stand by the work we perform. We guarantee to service the work if water ever returns. Unfortunately we do not warrant temperatures of a basement. We keep water out and ventilate. Temperature is predicated upon a multitude of conditions of which Mother Nature controls. The ********** ventilates but does not cool. It helps cool if there is cool air to pull from. I apologize if this is a point that lacked clarity. Thank you.

  Customer Answer

  Date: 10/04/2023

   I am rejecting this response because: I was told my basement would be cool and dry. Currently, it is moist and hot. While there is no outside water entering my basement, which there wasnt before, the moisture issues this system was installed to eliminate persists. The excess heat is due to the dehumidifier that was installed running nonstop. I do not have an issue with the quality of the work that was completed, my is issue is that the system is not performing as I was told it would. I would sincerely like to find a resolution to this without having to seek legal action, however I still have not been contacted by EverDry as they said they would the last time we spoke. To me, this is very unprofessional but is on par with EverDrys response to other dissatisfied customers I have spoken to over the last few weeks. As I previously stated, I would like to find a solution to this where myself and EveryDry are happy without seeking legal action.
  
  
  

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  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 is an issue of a company refusing to do what it says. In 2019 the company did work in the crawlspace to roughly the amount of $25,000. This included outside drainage, concrete leveling in the crawlspac,e and a fill and new cut for a new sump pump. The work was done and done well. This supposedly comes with a lifetime warranty on the lifetime of the property. This lifetime warranty is a $75 yearly charge. Now comes the shady practices, the letters for renewal of the company are handwritten with spelling errors and are suspicious making it easy to miss or even just be hesitant to keep up the warranty. This customer missed the warranty. A year later the customer wanted to get the warranty renewed. When the company sent out their warranty assessor they evaluated a new $4000 dollars worth of work. In a single year of missed warranty when no issues had happened in the crawlspace. It would seem like this little scam is holding you hostage if you want the warranty renewed. Now the greatest issue. Work on the property to have this fixed was scheduled April 10th of 2023. They guaranteed that they would finish before the April 14th. On April 14th they seemed completely shocked that the customer was calling and angry that they never made it out. The soonest the could "reschedule" the work was June 9th. Even as far out as 2 months Everdry again skipped their commitment and said that they would have to push to June 26 2023. And here it is June 23 and they have again canceled. No money exchanged hands for the second transaction. However 5 months awaiting one crew to do their job is unacceptable. Take heed this company will prioritize large jobs over their word and take your money and then never expect to deal with you again.

  

  Business Response

  Date: 06/27/2023

  Everdry offers a lifetime warranty and has done so for over 30 years. The service agreement covers mechanical components and is a modest one time per year fee. The reminder is computer generated and is sent out properly spelled and computer generated and is by no means hand written as thousands are sent out annually. We have 1 service person who was scheduled in mid March as opposed to "5 months". We apologize for the reschedule but it was unavoidable at the time.

   

• Initial Complaint

  Date:04/21/2023

  Type:Service or Repair Issues
  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.

  On December 8th, 2020, we signed a contract to have the basement of our house, located at *************************************************************, waterproofed by Everdry Waterproofing of Michiana, located at *********************************************************************************************We financed $22,000.00 through ******** on December 13, 2020, and they paid Everdry in full for the work to be done. We then signed a 2nd contract with Everdry on January 6th, 2021 to have them begin the work.Fairly shortly after Everdry completed the work, we discovered that their workmen had damaged some of our home's exterior shake siding, corners, and aluminum wrap around a basement window.We phoned Everdry after discovering the damage, and this is when everything started breaking down, in trying to get them to make it right by **. After an initial series of calls in which we were told someone would "get right back to **" (yet, never did), we were finally told months later to get an estimate from a contractor for the cost to repair the damage. We had ************** Building of ***********, ** come out, and he gave ** an estimate on October 22nd, 2021, of $1,292.00 for the repairs stated above.Per Everdry's request, we submitted the estimate by mail on January 27th, 2022. After receiving no response to that mailing, we resubmitted the estimate by mail on April 2nd, 2022.Zero response from them once again.After many subsequent calls to Everdry to inquire when we could expect some resolution, we were told on June 10th to contact ******** in ******************* ************ call as instructed, only to discover that ******** was out of the office that week. So, we called again the following week, on June 13th for ********, but was also unable to reach her then.We then were asked to text the estimate along with photos, which we did on August 26th, and were finally told they received the requested items on August 29th, 2022.Finally, on September 22nd, 2022 (8 MONTHS) after we submitted the repairs estimate, we received a 1 page mailed correspondence from Everdry.To our surprise & dismay, after all this time, they offered a counter proposal to the cost of the repairs (and you have to figure the cost of repair supplies & labor has gone up after this ridiculous length of time).Their counter offer consisted of: "in lieu of a reimbursement, our franchise owner has asked me to ***** you: 3 years of free service on our annually-renewable service warranty (a $225.00 value!)".*******, after all this time, and pitiful response to our concerns, this felt like an absolute insult, and so began a series of attempts to let Everdry know that this was unacceptable.****** called on 9/23, was told by ***** to call back the next day, and talk to ****, which she did.She was told that **** would call ** right back on 9/24, which she didn't. She then talked to *****, and was told they needed a copy of the estimate!So, on 9/26 we texted the previously mailed estimate & photos.On a follow up call to that, we were told that ************************* was the guy in charge, and to e-mail all the info (again) directly to him, which we did on August 29th.Again, absolute silence from any & everybody at Everdry.We called on November 15th & 17th, without being able to speak to **** (he was "out of the office" numerous times).Finally, after many attempts, **** gave me ***************************** direct phone number, and my 1st call was greeted with a voicemail stating **** would be out of the office until Nov 21st, at which point he would return my call. He never did.At that point, I filed a complaint on Nov. 23rd with Customer Solutions Account Manager, *******, at ********, the financing company for this project, and they assigned me a case number of ********.As part of their investigation, ******** would reach out to Everdry, in an attempt to resolve the issue as soon as possible.We received zero response from Everdry to ********'s investigation.I then called ****'s number a final time on March 7th, 2023, got yet another voicemail prompt, and left him my final message that unless we heard from him, we would be forced to contact the Better Business Bureau.I also made him aware in the voicemail message that our basement has now developed a water leak.No response once again, and that's where things still stand today, April 18th, 2023.

  

  Business Response

  Date: 05/02/2023

  Everdry is celebrating over 30 years of happy customers with dry basements. Nationally we have hundreds of thousands of customers and Everdry of Michiana locally has over ****** foundations we have helped. We are responsive to our customers warranty needs and the occasional non warranty need as in this case. The response to this customer non warranty request has been delayed as there was a need to investigate this matter due to the time elapsed since installation of our services and the reporting of this matter. The following facts are pertinent to this matter.

  1. The job was completed 01/28/2021.

  2. The ********* reported this alleged damage 08/05/2021 which is more than a half year later. 

  3. Our contract clearly states we are not responsible for incidental damages that occur during our installation process.

  Based on the 6 month plus gap from installation to reporting this matter, the fact that there is no way to 100 percent determine we are the responsible party and the fact that we are not legally responsible for these incidental occurrences we feel we are more than accommodating in offering 3 years of Free Service. 

  Sincerely,

  **** ********

  Customer Answer

  Date: 05/10/2023

   I am rejecting this response because: This is absolutely NOT acceptable. As stated in my original complaint, we realized that Everdry workmen had damaged our home shortly after the work was completed, and the damage incurred was far from "incidental" ($1,292.00). As also stated in our complaint is the fact that we instantly started calling Everdry to report the damage (and that was sure as h*** before the 6-8 months Everdry stated it took ** to report the damage!). We were repeatedly told "someone will get back to you". No one ever did. This seems to be a strategy by them to string ** along, until time ran out to address our damage concerns. It was many months later that we finally talked to someone there that told ** to get the estimate for repairs, which we did on October 22nd, 2021, and submitted the estimate over & over, in many different requested formats. Why would Everdry ask ** to get an estimate, if we were already past some arbitrary policy date of not filing the claim with them within the 6 months of completion of the job? Something just doesn't add up here.