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:11/07/2022

  Type:Sales and Advertising 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 March 22, 2022, I met with *************************, a salesman for Everdry Waterproofing, I had had one time with water pooling under my egress window. ******* looked at my basement and said I had mold on ceiling joints, several indications that water had been in my basement over the 29 years since it was built. I have lived here since 2013. ******* showed me 3 ways Everdry Waterproofing could fit my problem. 1. A total dig down to the foundation and a French drain outside, tear out my deck, at $21,000+/-. 2. Dig down to the foundation on the inside, install a French drain for $6,000+/- and maybe fit my problem for a while, because we wouldn't be addressing the pressure of water against the outside walls. 3. Dig down to just under the frost line outside, install French drain and divert water from the walls, only remove a few deck boards so workers could see and get to under deck, dig and install French drain along the interior walls and install a pump and an emergency backup and an ********** something to regulate humidity in basement area, patch cracks around egress window and spray all mold. Cost $18,300. He took off $2,000 'cause I was so nice. Scheduled for August. Then if I was willing, he could drop the price to $15,300. I decided option 3 would cover everything he has pointed out, but I had talk to my sons first. Since he was here, we could fill out the contract and loan application and I could call him. I mentioned that I had 3 business days to cancel even if I fill out and sign the contract, right? He gave me a 3 page carbonized paper called "Notice of Cancellation" and stated that he usually doesn't mention it. I signed contract and application. On March 25 I signed and mailed cancellation notice. No response. My son called them, 2 men came to house, took picture of my copy. Nine days later I got a check from $816. Haven't cashed it. Per Attorney General's website, no penalty or obligation if canceled. Filed complaint with AG's office on Sept 7. No response.

  

  Business Response

  Date: 11/15/2022

  Everdry has been helping customers for over 30 years through education and offering options. ****** offered 3 options. The Multi-step option was chosen on 03/22/2022. A contract was signed, materials were purchased and the order was prepared. The contract was cancelled on 04/26/2022 verbally with our office. The contract clearly states there is a 3 day cancellation period. The contract was cancelled nearly 5 weeks later. Per the contract there is a 28% cancellation cost after the 3 day period. We did refund the balance above the 28%. Which was 816 dollars. Everdry has had a price increase since the contract was signed but is willing to keep the original price in effect until the end of the year and utilize the cancellation fee towards the original agreement. 

   

  Thank you,

  ****

  Customer Answer

  Date: 11/17/2022

   I am rejecting this response because:
  I mailed the cancellation notice in on March 25, 2022. I have no control over the **** delivery service. I made many calls to the company, My son called for me also. I don't feel that I did anything wrong except sign a contract that is illegally written and got taken in by a company that doesn't take the cancellation notice seriously. I have filed a complaint with the Attorney General of ********'s office and was told that I have to file a complaint with the ******** ********** of ********* and Regulatory Affairs (****), **************************** instead. I will be following up with them in the next couple days.

  The date of April 26, 2022, was the date they decided to send someone to my house to try to talk me into keeping the contract intact. My son was witness to the salesman trying to take my copy of the notice of cancellation. My son told him that was my only copy, since I had sent the other copy in on time, but he could take a picture of it. 

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

   

  

  Business Response

  Date: 11/21/2022

  We have been truthful and factual with our timeline that has been documented and corroborated. I would consider a reevaluation of our stance based on being provided a verifiable phone record based on the multiple calls that were made to our office. Thank you.

• Initial Complaint

  Date:10/19/2022

  Type:Product 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.

  Refuse to honor warranty

  Customer Answer

  Date: 10/20/2022

  On 04/04/2020 Everdry came out to my house to sell me their product. During this interaction I was told the air in my house was dangerous. On 07/22/2020 another gentleman came by. I spoke with this salesman about my doubts, since my mother has this system at ************************ and she has water on her basement. I explained to the sales people my mother does not have money so she stopped paying the warranty. They told me just to call the office and paid the missed warranty and tell them theres water in the basement. I believed this and went ahead and signed the contract.They offered to start the work on 10/23/2020. The work was finished by 10/25/2020. I called Everdry the lady at the office stated I had to pay thousands of dollars for them to come to **************** and fix the issue. At this point I became aware of their tactics to not fulfill the warranty. Not even a year after they finished the job, there was water in my basement. On 06/25/2021 I called them and asked them to come out to my home to check the basement. The people at the office stated they will have someone call me on Thursday of next week this would have been 07/01/2021. I waited for the call and no one called me. I was hospitalized due to cancer and was not able to follow up with them. They were aware of the leakage and purposedly waited to not fulfill their warranty. I informed them of the issue before the warranty lapsed.
  I spoke with the Everdry office on 10/13/2022, 10/14/2022, 10/17/2022, 10/18/2022. During this conversations, I spoke with Everdrys representatives who were informed about the status of my warranty. All the representatives I spoke with, stated I can pay the warranty through the website. I did this on 10/18/2022. On 10/19/2022 I called them and explained the issue with the water in my basement. They setup an appointment for Friday. I received an email from ********************* as follows
  After this, I left a one star review in ****** for Everdry. I received another email from **************** as follows.
  Good afternoon ************** - 
  Attached to this email, you will find a scanned copy of the contract associated with your home. 
  I did want to take the time to reach out to you personally. I am aware that you had a phone call with a member of our customer care department that did not go so well, and that you subsequently left us a ****** review. As the supervisor of the production department, I wanted to reach out and see if I could clarify some things for you, and answer any follow-up questions you may have. 
  Our customer care agent did set an appointment with you to have a technician come and inspect the home this Friday, October 21, 2022. We do not yet know the time frame for this appointment, but will call the day prior once the driving route is assembled. 
  However, I did want to let you know that currently, the contract on your home is marked as "expired," as the annually-renewable service warranty was never received by our office last year. I highlighted this item on the backside of your contract, so you can see where this information is located. Because the contract is currently expired, Friday's inspection is subject to an inspection fee of $175.00. Should the technician find any adjustment or repair that needs done, these adjustments will be subject to labor and materials charges (once again, because the warranty has expired). We will compile a quote for you at this appointment, and please remember I do not have any way to determine pricing for you until the inspection is completed in-person and any issues are determined.
  Additionally, I did want to let you know that your ****** review has been received and is currently being reviewed by the franchise owner. I just felt the need to reach out and see if I could help clarify things in any way. I wanted to touch on your posting that "water through windows is not covered," and once again, highlight this area on the contract where this information is located. Unfortunately,water from above-grade sources (meaning above ground level) are not covered under the Everdry warranty.
  I do sincerely apologize for the ill-received phone interaction earlier, but please do not hesitate to reach out to me directly either via email or phone at ******************** if you require any additional assistance.
  Thank you for your time, and I look forward to hearing from you - 
  I called **************** to explain I paid the warranty the day before, she sated she was going to request a refund,since it should not have been paid.
  I emailed her again requesting the reasoning for refunding my warranty in writing.
  **************** responded as follows,
  Email received. I am under the impression you likely sent this email via our website, which was directed to my (****'s) email address, as the supervisor of the customer care department. 
  As stated in my previous email,the warranty on your installation is currently expired. You have been provided with the information as to why your account is currently marked as expired. The annually-renewable service warranty acts as an "insurance policy" on your waterproofing installation. Much like an insurance policy, claims are not covered during periods where your policy has lapsed. 
  As such, our franchise owner has made the decision that at this time, your account is ineligible for warranty reinstatement. Additionally, our franchise owner has made the decision to cancel your appointment on Friday, following today's events. 
  I am requesting Everdry to refund the money for the work performed at my house, since the basement has water coming through and they cancelled my warranty.  I do not understand how they voided the warranty when they were informed of the issue when not even a year passed.Additionally, they stated their systems have a lifetime warranty. How is they are cancelling my warranty. Is this a race issue?
  

  

  Business Response

  Date: 11/01/2022

  Everdry has hundreds of thousands of satisfied customers. We have over ****** customers and more than 99 percent of them are dry and satisfied. We offer a service agreement for the life of the home for a nominal 145 dollar annual fee which includes the pumps installed. We send out reminders annually at our expense and are not required to do so. The service agreement is like an insurance policy and if one does not pay their insurance, one does not have coverage. Your warranty was not cancelled by Everdry, it was voided for Non-payment.

  Customer Answer

  Date: 11/01/2022

   I am rejecting this response because:
  
  I paid the warranty as I was directed by the office staff. I received a refund from Everdry when I explained my basement has water damage 

  

  Business Response

  Date: 11/03/2022

  The customer never paid in 2021 and tried paying 2022 on line. We give some ***** of 30 days, not 365.

   

  Thank you

  Customer Answer

  Date: 11/04/2022

   I am rejecting this response because:
  
  They stated I can pay the warranty I owed and their work would be covered. they lied to me when they did their work and at the office then?