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:05/18/2025

  Type:Customer Service 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 Waterproofing charged me over 20k to get my basement done, not even 24 hours later they FLOODED my basement due to negligent construction. They price gouged me. They didn’t even put the purple pipe sealant on the pipes correctly, didn’t sand the concrete, caused a fire hazard with electrical cords dangling over the spewing water from pipes, and didn’t fix the step down crack. I had to beg them to comeback to fix it. They did a crappy job fixing it and didn’t even fix everything. They didn’t even offer to compensate for the damages to my warped sink, damaged walls, damaged clothes and gas generator the water damage destroyed due to their negligence. The town of Irondequoit is investigating as well.

  Business Response

  Date: 06/04/2025

  J. M. Romich Enterprises, Inc d/b/a Everdry Waterproofing of Upstate New York was contracted by ********* ******* on August 5, 2024, to install our patented basement waterproofing system. We subsequently completed said work September 27, 2024, at which time a completion certificate was signed by ********* ******* stating all work was completed in accordance with the terms of the contract.  ********* also provided a hand-written letter detailing her satisfaction with the work completed at her home.
  On October 3, 2024, ********* contacted Everdry to say the pipes in the basement were spraying water inside the home.  We immediately sent a member of our service team to inspect and correct the leaking discharge line.  Other concerns addressed that day include the wall cracks needing to be filled in, as well as the rough edges of the concrete in the basement and sidewalk outside need to be sanded smooth.  Also addressed was the work bench’s electrical connection, and the possibility the electrical outlet is in the incorrect spot. 
  On October 9, 2024, Everdry returned and filled in the wall cracks that were concerning to the homeowner and sanded the edges of the concrete both inside the basement and outside on the sidewalk.  This work was completed, noted on a Service Request, and signed by the homeowner that she was satisfied with the work performed. 
  Everdry returned October 23, 2024, to return the work bench to its original location and the electric was reconnected.   The homeowner was not home at that time; therefore, the Service Request is not signed.
  After the visit on October 23, 2024, Everdry has not been able to reach *********, nor has she informed Everdry of any remaining concerns.  We sent a certified letter to ********* in an attempt to reach her.  We have since heard from *********, and Everdry Waterproofing’s operations management team is scheduled to return to the home on June 12, 2025, to inspect and review any remaining concerns. 
  For the trouble that ********* ******* experienced during this time, Everdry Waterproofing has given her 4 years of free service.  This is a saving of $626.40, including tax. 
  Lastly, to do business in the town the address is located, Irondequoit, NY, we are required to obtain a permit and pass inspection upon completion.  The Middle Department Inspection Agency issued a certificate on September 26, 2024, stating that the electrical wiring to the GFCI has been examined and is approved. 

• Initial Complaint

  Date:09/30/2024

  Type:Customer Service 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 the agreement for the job on March 7, 2024. Total cost of the job was $22000, I put down $5000, and was paying monthly. The balance as of today is $14000. The issue is that during the entire process I was treated badly, I was told the work would take 1 week it took several weeks which included 1 week where no one showed up and I did not receive a call. The latest issue is that water is still coming into the basement and I’ve called them several times about the issue, they came said it was fixed but I’m still having water in the basement. The concrete repair that was done on the floor in the basement has cracked all the way around, they came out on 9/25/24 and stated i will receive a call by end of day about when they will come and fix the issue as of 9/30/24 I have not received a call. Everytime I called about an issue, I have to call over 3 times for them to address the situation, I’m tired of this and all they are doing is making promises and not following through. At this point I would like my money back so I can go to another company to fix the issue. I had other work done on my house and I did not go through this at all.

  Business Response

  Date: 10/18/2024

  We have spoken to Mr. ***** and we returned to his house to do additional work on 10/11/24. We took an entire crew to his home and rectified all issues. We are sorry Mr. ***** had a bad experience. Our goal is is to create a raving fan. We use an opportunity like this to learn and grow as a company. This has given us an opportunity to train and develop staff so we can be a better version of ourselves.  We are working with Mr. ***** right now and having good communication. The waterproofing system is completed. We are working on some cosmetic details to ensure Mr. ***** is completely satisfied. We have agreed no refund will be issued and that we will work with him until he is satisfied with his project.  

  Customer Answer

  Date: 10/21/2024

  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, details of the offer I reviewed appear below.
  The details the business made is incorrect, we did not agree on no refund, I was called last week and told they are ordering the tiles (that I have to hire a company to now install), window wells, filer and will write me a check of $2000, if I can remove the complaint, I told them I will not remove the complaint until everything is finished and $2000 is too little for the inconvenience, Jason said I’m not playing ball and I told him it’s not acceptable for my basement to be unfinished for the entire summer. I DID NOT AGREE TO NOT RECEIVING A REFUND. For this to be resolved I will accept the required items and $5000 because I still have to clean my basement and hire a company to replace the tiles. There is a part where water is still coming in from the outside. 
  
  Regards,
  ****** *****

  Business Response

  Date: 11/19/2024

  We have been working with Mr ***** to address concerns and to complete the project to his satisfaction.  We have a few more things to complete and will work with him to get them done as soon as possible. We have even done some additional items to support the relationship.  Thank you

• Initial Complaint

  Date:08/29/2024

  Type:Customer Service 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 signed up for Everdry on 01/23/2023 and we were told we would have our job completed no later than 06/26/2023. They didn't start our job until July 19th, and even then they had to leave to finish another job, leaving my basement with water along the sides. I spoke with the sales person to express my frustration and lack of communication and he offered a battery back up system for my troubles. I accepted. Weeks later I called about getting it installed and I was told that they never made that promise.
  
  I had 5 steel beams reinforcing my back wall. When they did work by the back wall, they removed some of the beams and never put them back. I had no rear wall reinforcement on my back wall for months. I was told that they were going to replace them and I had to call several times for them to even acknowledge me. The owner personally came out, John, to inspect the work in the basement. He said that it was poorly done and that he would get people back to fix it. He also said I would be kept in the loop about the ordering of the new beams and the installation. I never heard from him again.
  
  I also had several areas where water was coming in my basement after the install which took a painstakingly long time to get someone to come out to attempt to fix it and even then it's not complete. Looking at my calendar, Everdry has been to my house 20 times, at least. Each time they show up they do a fraction of the work and they never call to ask why we didn't sign the documents or what they can do to improve. Now recently I was promised a 5 year hold on payment for the yearly contract, they were going to refund my $150 to have my radon system moved to the new crock, and a battery backup system. It has been since at least April and I have none of these things. Now they're telling me I was offered a battery backup at a discount if I wanted to buy one from them. I don't know what to do anymore.

  Business Response

  Date: 09/09/2024

  We have been in communication with Mr. ******** and we have set a date for service work on September 25 2024 our service team will take of any service requirements needed. We also have agreed to giving Mr. ******** a refund for service of his radon system and 5 years of free service through Everdry. 

• Initial Complaint

  Date:03/09/2024

  Type:Customer Service 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 was supposed to waterproof our basement by digging a trench around the whole inside of the basement, put in pipe, make a new crock with pumps, and fill cracks in the floors. Every time someone was supposed to come, they rescheduled, arrived late, didn't send the correct amount of people, and/or didn't complete work. We paid the full amount ($20,000) thinking they were going to come back and finish the work completely. After the first crew did some of the work, our basement flooded due to the pump being overwhelmed. There was more water in our basement than we've ever had. We've had several supervisors come back and inspect work. They said the work wasn't done or wasn't done properly. Some of the work had to be redone. The last time someone came out (3/3) he said he'd call to set up an appointment date the next day (3/4) but hasn't called (today's the 9th). A job that was supposed to be 4 days long has turned into 14 days of my husband and I having to take off work or use our vacation time. We're frustrated with the lack of quality of work, work not being completed, multiple personal items broken/destroyed, lack of communication (we've called numerous times), losing paperwork, no follow through, rescheduling multiple times, and rude service when contacting about issues.
  Timeline of Events:
  Contract Signed 7/26/23
  10/3-install ventilation and was supposed to do trial dig to make sure they could do job-that guy didn't show up so had to reschedule
  Don't know date-guy came to dig test hole
  12/18-23/23: initial work done
  12/28-Supervisor inspected work-not done correctly or at all
  1/26-basement flooded
  1/27-service came to inspect flood damage
  2/12: inspection for what to do about completing job and flood damage
  2/22: supposed to finish work-sent 1 person instead of 2 and didn't complete any work
  3/2: inspection cancelled 7 minutes before arrival time
  3/3: supervisor came-inspect how to finish work, said would call next day to set up days, hasn't yet called

  Business Response

  Date: 03/21/2024

  Everdry would like to express our appreciation for the constructive feedback as we intend to use this to effectively train our employees.  We also express our sincerest apologies for the complications and inconveniences you have experienced.  During our meeting on March 15, Everdry and the homeowners agree that some service needs to be completed to address their concerns.  This corrective work is scheduled to be completed the week of April 1, 2024.
  

  Business Response

  Date: 05/14/2024

  Everdry is scheduled to return to address the issues listed on June 1st. We will update after work is completed. 

  Customer Answer

  Date: 05/15/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21409714, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  The business has NOT contacted us to set up an appointment for June 1st. The last time they came back to fix work, they had to redo work they already completed because it wasn't done correctly. When redoing the one-way valve, they installed it the wrong way again. We are frustrated with the company having to come back and redo work they've already done. We'd like work to be completed the first time correctly. We cannot continue to have this company come back over and over again due to poor quality work or not completing work we've discussed. 
  
  Regards,
  
  ******* ******

• Initial Complaint

  Date:07/07/2023

  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.

  The crew showed up late every day. They smoked marijuana continuously, left trash everywhere, and did a horrible job.
  
  Their work was horrible and despite the guarantee that the job would solve our problems we have leaks, water in our basement and will probably have to have the entire job done again.
  
  Follow-up to my review almost 5 moths later. The manager came out and said that my entire job would have to be done. He said they would be out within the next few weeks. That was 4 months ago. I have been calling them to check on scheduling they don't return calls. The do not stand behind their warranty but have sent me a bill for the next years warranty payment

  Business Response

  Date: 07/29/2023

  Thank you for contacting us
  we would be more than happy to assist you. We first would like to apologize for
  the experience you had and express how much we appreciate your feedback. We
  will be addressing your customer service issues internally and provide coaching
  opportunities. After reviewing your information, we have come out and made some adjustments to the system. We also have provided you some information to the manufacturing company for damaged items.  Please let us know if we can be of any other assistance.

• Initial Complaint

  Date:01/10/2023

  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 entered into a contract with Everdry Waterproofing on 12/18/21. The contract included a multi-step pressure relief system, pressure relief system, ez-breath ventilation, smart power, and durashield in order make my basement dry. I did have an existing drainage system that wasn't eliminating all of the water entering my basement prior to the work Everdry performed. Work for this project was considered completed on 7/16/2022. I paid in total $16,722 for this new system from Everdry. The work performed came with a warranty that Everdry agrees to service the seepage of water through subsoil masonry walls and floor for one year after installation without additional charges in a quick and timely manner. On the morning of 1/5/2023 I found my basement completely flooded with 90% of the floor covered by water. I called Everdry the same morning and alerted them to my issue with the system. A service technician, Tavaris, was sent to my home the following morning, 1/6/2023 to inspect the issue and found that the initial work performed was faulty and that major repairs would need to be performed in order fix the water entering my basement. No one from Everdry has tried to contact me since my original call on 1/5/23, going on a week ago with water still entering my basement. I have been in contact with Emily from their production services department throughout this issue and my original install and she hasn't been able to offer me any service or remedy. Everdry hasn't tried to resolve this issue whatsoever. No one from management at Everydry has tried to contact me about this issue. I have had to use a wet-vac to remove hundreds of gallons of water entering my basement in order to avoid water damage and potential mold/mildew problems due to the failing system installed by Everdry. I never had flooding this bad even with my old system that was deemed faulty and was removed by Everdry.

  Business Response

  Date: 01/28/2023

  Everdry went out to the home and reviewed the issues the homeowner reported.  We have found that a modification to the system needs to be made.  Everdry is scheduled 01/27 & 01/28 to complete the adjustment.  We have also told the homeowner we would take care of repainting the areas that we had to break out at no additional charge.  The homeowner is going to paint and Everdry will reimburse for cost of paint. 

• Initial Complaint

  Date:11/28/2022

  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 had two floods in my basement one in 2019 and one this year on Thanksgiving morning. All the floods were caused by pumps not working properly that they installed causing thousands in damage. I called three or 4 times no call back. I had to go online through a chat to get a hold of someone. Even after a customer goes through all of that no call still or follow up on their part or seeing what they can do on their part to help preventing it. The guys that come to the house give me their numbers because they no the same thing they never call back. On thanksgiving I end up bailing water all day because of it not even an apology or courtesy call to check on the issue. They are very unprofessional whoever runs the company the workers have more respect then the individual running it. I don't have thousands to keep wasting right now in my life for something I PAID for not to happen already.

  Business Response

  Date: 12/15/2022

  We have been reaching out to Mr. ****** for over a week.  We have left several messages with no returned phone call.  We will be sending out a letter to his home tomorrow asking him to reach out to Everdry so we are able to discuss the information he has submitted to the Better Business Bureau.  We will update this complaint once we have spoken to the homeowner.  

  Business Response

  Date: 01/28/2023

  After speaking to Mr ******.  Everdry is going to add a secondary sump pump basin with pump as an overflow to act as a back up in the event the primary sump pump fails.  There will be no charge to Mr ****** for labor or materials.  We are also going to switch the battery back up unit to a monitored system so amount of water can be monitored by Everdry and homeowner. This unit will be installed at no charge as well. We will be calling Mr ****** to work out a schedule date for us to do the work.

  Customer Answer

  Date: 01/30/2023

  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, 
  
  ***** ******