Business Profile

Basement Waterproofing

Stay Dry Waterproofing, LLC

Complaints

This profile includes complaints for Stay Dry Waterproofing, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

28 total complaints in the last 3 years.
11 complaints closed in the last 12 months.

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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:06/01/2025
Type:Order 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.
BREACH OF CONTRACT , was hired to waterproof basement. after one year basement still leaks,so I'm going to hire another company to do the ****** I'm requesting money back. Thank you
Business Response
Date: 06/03/2025
Stay Dry Waterproofing completed the contracted work at Mr. ****** property according to industry standards and the terms of the signed agreement. Every basement presents unique challenges, and thats precisely why we offer a comprehensive warrantyto give customers peace of mind should any future issues arise.We were never made aware of any new or ongoing leaks until this complaint. Without communication from the customer, we are unable to address concerns in a timely manner. In fact, our last interaction with Mr. ****** involved him requesting a free window installation, not reporting any water intrusion or failure of our system.
As part of our warranty process, we dispatched a highly experienced service creweach with over a decade in the industryto reopen and inspect the system. They verified that all components were installed properly and tested the system to confirm proper pitch and flow. No installation errors were found, and the system functioned as intended. We have fulfilled all obligations under the contract, and there has been no breach. Therefore, we will not be issuing any refunds. Additionally, if Mr. ****** proceeds to hire another company to alter or interfere with our system, it will void the warranty, as clearly stated in the signed agreement.
We remain willing to stand by our work and honor the warranty, provided we are allowed the opportunity to evaluate any reported issue firsthand and as long as no other contractor has tampered with the system.
Initial Complaint
Date:05/16/2025
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.
1st consultation with ****** ***** (sales guy) on January 13, 2025. 2nd consultation with ****** on February 10, 2025. Invoice sent on Feb 12, 2025. First downpayment sent on Feb 12, 2025. ****** texted saying a discount will be offered for scheduling within the next 2 weeks. The agreed upon price for basement waterproofing and crawl encapsulation was $16,000. Work began Feb 18 and the first leg finished on Feb 21. After the first leg of work - they did not install the dehumidifier in the contract - they argued with me and recheck the contract and said they will have to come back and put that in. That was fine - but they only reached out to schedule one time (only one day before they could come out) and then stopped responding to text messages. I called back to schedule and finally got my dehumidifier installed on May 5th, 2025. Sales person mentioned same as cash financing - and said that our payment would be. He told us it would $90 minimum payment a month and 15 months of 0% interest. I have text messages stating this from ******. loan is front loaded in interest and you pay the interest in the monthly payments even during the 0% period. So our actual minimum monthly payments are over $400 a month. When I called to talk to the company they said he was wrong and they need to do better training. Also in contract was to add a new wood door with rubber stick gasket to the crawl space. It was a poorly cut piece of plexiglass with no seal. We went with this company because they assured us they could use existing outlets and we wouldn't have to hire an electrician. Then they said they would have to use extension cords, which they never did. When other guys came out to add dehumidifier, they said they can't do extension cords because it voids the warranty and that we should get an electrician. So we've had our system for multiple months and the sumps havent been operating at all and have to pay more money out of pocket to get an electrician. More to say but at limit.
Business Response
Date: 05/20/2025
1.     Project Timeline and Communication:
The customers initial consultation occurred on January 13, 2025, with a follow-up on February 10, 2025. The contract was signed on February 12, 2025, and work began promptly on February 18, concluding the first phase on February 21.
The dehumidifier installation, which was part of the scope of work, was temporarily delayed but was completed on May 5, 2025. While we acknowledge a brief gap in scheduling communication, our team made efforts to coordinate installation, and the unit was ultimately installed and operational per the contract.
2.     Financing Terms:
Our sales representative, ****** *****, presented general financing options available through a third-party lender. These options typically include promotional plans such as 15 months same-as-cash or reduced interest programs. However, the final loan termsincluding payment structure, interest rate, and approvalare entirely determined by the financing company based on the customers personal credit profile, debt-to-income ratio, and other underwriting factors.

In this case, the customer was approved for Plan 4158, which includes the following structure:
       Total Loan Term: 84 monthly payments
       Purchase Window: 6 months from loan activation
       Promotional Period: First 15 months from the first transaction
       Monthly Payments: 15 promotional monthly payments followed by 69 amortized payments
       Interest Terms:
Interest is billed during the 15-month promotional period
If the loan is paid in full within that 15-month window, all billed interest is waived
If the full balance is not paid off within the promo period, the loan converts to regular amortized payments with interest based on the remaining balance
Minimum Payments: Making only the minimum required monthly payments will not pay off the balance before the end of the promo period

This plan was disclosed in full by the lender prior to final loan approval. At that point, it was the customers decision to review, accept, and electronically authorize the loan agreement directly with the financing company. Stay Dry Waterproofing does not control, influence, or have visibility into how the lender underwrites or approves loans, and we are not involved in setting the interest rate or monthly payment structure.
We regret any confusion that arose during the sales process. Our intent is always to help customers access flexible financing, but it is ultimately the customers responsibility to review the lenders disclosures before accepting.
We encourage customers to ask the lender for clarification if financing terms are unclear before signing, and we will continue to educate our team to better guide customers through this process.

3.     Crawl Space Door:
The crawl space door was installed based on the scope provided. We understand the customers dissatisfaction with the materials used and invite them to contact our office directly so we can review the specific concern and evaluate potential solutions.

4.     Electrical Requirements:
During the sales process, it was understood that existing outlets could potentially be used. However, for warranty compliance and system safety, final installation must align with manufacturer guidelines. Our technicians determined that hardwiring through a licensed electrician was necessary to meet warranty standards. This is standard practice and not unique to this installation.
Our team should have communicated this clearly at the outset, and we apologize for any miscommunication. Electrical work is not included in our scope unless expressly contracted and disclosed in writing.
We completed the waterproofing and encapsulation work as contracted. The dehumidifier was installed, and the system components are in place. We are happy to inspect the crawl space door and clarify any unresolved items. However, many of the issues cited relate to third-party financing and electrical services, which are outside the scope of our contractual responsibility.

Business Response
Date: 05/20/2025
Also as added information this customer wasnt supposed to receive and never paid for a dehumidifier system which is a $1500 dollar value. This customer only paid for a Ion Fresh & Clean
Ventilation System but not a dehumidifier.
Customer Answer
Date: 05/24/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23342018

I am rejecting this response because:

Please see attachments of text messages from Salesperson stating how payments would work and saying that they could use existing outlets/bring out a electrician. The company can state what's "in the contract", but when it comes down to it, this is shady business where the salesperson will make false promises to make a sale. Also RE: the door to the crawlspace - it was not done to the contract parameters. It was not wood and not sealed as can be seen in the original attachments. We have installed a new door ourselves so company does not need to come out to fix that - but we are asking for compensation for fixing our own door and now having to hire an electrician to make this system operable. Again - this system has not operated since it has been installed, so we just have 2 sumps sitting in the house not running or doing what they need to be doing. We honestly don't even know if the system is working properly because it was never turned on.

Regards,

******* ******
Customer Answer
Date: 05/24/2025
Sorry, forgot to attach these images to the response.
Complaint: 23342018

I am rejecting this response because:

Please see attachments of text messages from Salesperson stating how payments would work and saying that they could use existing outlets/bring out a electrician. The company can state what's "in the contract", but when it comes down to it, this is shady business where the salesperson will make false promises to make a sale. Also RE: the door to the crawlspace - it was not done to the contract parameters. It was not wood and not sealed as can be seen in the original attachments. We have installed a new door ourselves so company does not need to come out to fix that - but we are asking for compensation for fixing our own door and now having to hire an electrician to make this system operable. Again - this system has not operated since it has been installed, so we just have 2 sumps sitting in the house not running or doing what they need to be doing. We honestly don't even know if the system is working properly because it was never turned on.

Regards,

******* ******
Customer Answer
Date: 06/02/2025
Please see attached messages from my salesperson clarifying that the clean system the company just responded about is INDEED the dehumidifier - it was part of the contract (contract was also attached). So, the dehumidifier was paid for, I'm not sure why they are saying we weren't supposed to get one as it says it right here.
Business Response
Date: 06/02/2025
We would like to reiterate and clarify our position.

Financing Terms and Sales Communication:

We have reviewed the text messages you provided. Our salesperson, ****** *****, offered estimated monthly payments based on commonly approved credit tiers, which is standard practice. These were clearly presented as approximations.
As stated previously, Stay Dry Waterproofing is not the lender, nor do we participate in determining final loan terms. The financing agreement is between you and ********, and the termssuch as your interest rate and monthly payment amountare based solely on your creditworthiness, debt-to-income ratio, and other personal financial factors evaluated by *********
You personally reviewed, accepted, and signed the loan agreement directly with ********. At no point was Stay Dry involved in that final approval or agreement.

Electrical Work and System Activation:

Our proposal never included electrical work, nor do we employ or subcontract licensed electricians. This is clearly communicated in writing and, as shown in your messages, was reiterated by the salesperson. We mentioned that if electrical modifications were needed to power the dehumidifier or sump system, it would be the homeowners responsibility to arrange this.
Extension cords are not permitted by manufacturers and would void the product warranty. Therefore, it was necessary to ensure proper wiring was completed before activating the system.
Our installation is complete. The system is installed, and once proper power is connected by a licensed electrician, it will be fully operational.

Crawlspace Door Installation:

You confirmed that you replaced the crawlspace door yourself. While we regret that the original install did not meet your expectations, we cannot offer compensation for work performed outside of our contract or without prior authorization. Our warranty applies only to our own workmanship and materials.

No Grounds for Refund:

Your system is fully installed per contract. The dehumidifier was installed after a scheduling delay, which was resolved.
The final connection and operation of the system is pending your electricians setup, which we advised would be required. The system was not turned on to avoid voiding the warranty without proper electrical configurationthis is standard industry practice.
We have fulfilled our contractual obligations and are not responsible for third-party financing terms, customer-installed modifications, or electrical work not included in the scope.

At this time, we will not be issuing a refund or reimbursement, as all contracted work has been completed and all communication regarding financing and system activation was clear and in writing. We stand by the quality of our installation and remain available for any future service or warranty support as needed.

Customer Answer
Date: 06/11/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23342018

I am rejecting this response because:
It is clear this company does not want to take responsibility for all the false promises made by their salesperson. The text messages prove exactly what I'm saying and they are ignoring it. I knew ****** was talking a lot - I even asked if he would be on job site to review the work we talked about and he said yes (as seen in our text messages) and I never saw or heard from him again. The electrical said it would be taken care of by the company via text messages from the salesperson. Nothing was clearly indicated in text messages about different financing tiers - but I'm not stupid I know that terms can be impacted by that. But maybe don't let your salesperson talk so matter of factly of how the financing works when it's not accurate. I noticed nothing further was mentioned about the the dehumidifier that allegedly we didn't pay for but have proof that it was included in the contract and verified by the salesperson over text message - so either it was in the contract or again the salesperson directly lied about what the ion clean air or whatever you call it is.
The first time I called to talk about financing and getting the dehumidifier installed - I asked to talk to the operations manager who was not available but was told I would get a call back - that never happened either.
Overall - StayDry has been dishonest, making false comments, and dodging any chance of coming to an agreement. The work was also not the best, there is water sitting in our crawl because the hose to system was twisted and kinked (as noticed by the electrician we hired) - there was trash and cigarette butts left by the crew all over the yard - although I was pleased with how courteous they were otherwise. I will be leaving the information stated in all of the complaints in reviews on a variety of sites and reaching out to attorneys.

Regards,

******* ******
Business Response
Date: 06/12/2025
We appreciate the opportunity to respond further to Ms. ******* concerns. While we regret that she is dissatisfied, Stay Dry Waterproofing strongly disputes the claims of dishonesty or misrepresentation. Throughout this project, we have clearly communicated contract terms, product expectations, and installation timelines in writingand we stand by the work that was completed.

1. Financing Clarification

The financing plan Ms. ****** selected was approved directly through ********, a third-party lender. Our representative, ****** *****, provided estimated monthly payment ranges based on promotional plans commonly approved by ********* As shown in the text messages, these were clearly presented as ballpark figures, not guaranteed terms. At no point did Mr. ***** claim to provide the official loan structure.

All final financing disclosuresincluding the actual interest rate, payment schedule, and termswere presented by GreenSky and accepted electronically by Ms. ******* As she herself acknowledged, financing terms are impacted by personal creditworthiness, and any clarification or rejection of those terms needed to be addressed with the lender prior to acceptance. Stay Dry Waterproofing neither sets nor profits from financing terms; our only role is to assist in submitting the initial application.

2. Clean Air System vs. Dehumidifier

Ms. ****** refers in her complaint to a dehumidifier, but according to the signed contract and installation scope, she was provided with a Clean Air System, not a standalone dehumidifier.

This product improves air quality and includes light dehumidification features, but it is not a high-capacity dehumidifier designed for full-scale moisture extraction. It was included in the contract and installed correctly, even though the customers expectations may have differed based on informal conversations with our sales representative.

To clarify:
Ms. Kramer did not purchase a standalone dehumidifier.
She did receive a standalone dehumidifier, installed at no additional cost.
There was no upcharge, and she received extra equipment than agreed upon in the signed contract.
The system remains inactive only because it has not yet been connected to power. Once powered by a licensed electrician, both the dehumidifier and sump pumps will function as designed.
If her electrician noted a kinked hose or installation concern, we encourage Ms. ****** to contact our service department so we can evaluate the issue under warranty.

This complaint appears to arise from miscommunication or misinterpretation of verbal discussions, rather than any failure to deliver on the terms of the agreement. All contracted products were delivered and installed, including a dehumidifier that is not always included in comparable projectsat no additional cost to the customer.
We have made multiple good-faith efforts to clarify any confusion and address the customers concerns. At this point, no refund or compensation is warranted, as we have met all contractual obligations.
We remain happy to assist with any outstanding warranty-related service requests. However, we consider this matter closed from our end.
Business Response
Date: 06/12/2025
We appreciate the opportunity to respond further to Ms. ******* concerns. While we regret that she is dissatisfied, Stay Dry Waterproofing strongly disputes the claims of dishonesty or misrepresentation. Throughout this project, we have clearly communicated contract terms, product expectations, and installation timelines in writingand we stand by the work that was completed.

1. Financing Clarification

The financing plan Ms. ****** selected was approved directly through ********, a third-party lender. Our representative, ****** *****, provided estimated monthly payment ranges based on promotional plans commonly approved by ********* As shown in the text messages, these were clearly presented as ballpark figures, not guaranteed terms. At no point did Mr. ***** claim to provide the official loan structure.

All final financing disclosuresincluding the actual interest rate, payment schedule, and termswere presented by GreenSky and accepted electronically by Ms. ******* As she herself acknowledged, financing terms are impacted by personal creditworthiness, and any clarification or rejection of those terms needed to be addressed with the lender prior to acceptance. Stay Dry Waterproofing neither sets nor profits from financing terms; our only role is to assist in submitting the initial application.

2. Clean Air System vs. Dehumidifier

Ms. ****** refers in her complaint to a dehumidifier, but according to the signed contract and installation scope, she was provided with a Clean Air System, not a standalone dehumidifier.

This product improves air quality and includes light dehumidification features, but it is not a high-capacity dehumidifier designed for full-scale moisture extraction. It was included in the contract and installed correctly, even though the customers expectations may have differed based on informal conversations with our sales representative.

To clarify:
Ms. Kramer did not purchase a standalone dehumidifier.
She did receive a standalone dehumidifier, installed at no additional cost.
There was no upcharge, and she received extra equipment than agreed upon in the signed contract.
The system remains inactive only because it has not yet been connected to power. Once powered by a licensed electrician, both the dehumidifier and sump pumps will function as designed.
If her electrician noted a kinked hose or installation concern, we encourage Ms. ****** to contact our service department so we can evaluate the issue under warranty.

This complaint appears to arise from miscommunication or misinterpretation of verbal discussions, rather than any failure to deliver on the terms of the agreement. All contracted products were delivered and installed, including a dehumidifier that is not always included in comparable projectsat no additional cost to the customer.
We have made multiple good-faith efforts to clarify any confusion and address the customers concerns. At this point, no refund or compensation is warranted, as we have met all contractual obligations.
We remain happy to assist with any outstanding warranty-related service requests. However, we consider this matter closed from our end.
Initial Complaint
Date:05/03/2025
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 Stay Dry Waterproofing company out of Marysville, Ohio come and mold remediate and “supposedly” encapsulate my basement. (I live in a 125 year old house.) I am no expert, but this doesn’t look like a $10,000 job, which is what I was charged. The plastic is left dirty, wrinkled, and unattached to the walls and floors. The floor was not smoothed out underneath and you almost fall walking across it. They also threw trash into two rooms in the basement that was also supposed to be taken care of and wasn’t. Their salesperson told me they could smooth out a dirt pile in my basement and cover it also. They didn’t. They told me they’d take out the trash they made and didn’t. They tracked dirt all upstairs. (Basement is dirt floor) I’m very upset by the shoddy, unprofessional work that was done in my basement. I don’t even know if the mold was actually remediated. Just a terrible, unacceptable job overall. Who would want this work to be an example of what your company provides??!!
Business Response
Date: 05/06/2025
Thank you for the opportunity to respond to Ms. ********* ********* complaint regarding services performed at her property located at *** **** *** ********** ***

This project involved mold remediation and partial encapsulation of a dirt crawlspace beneath a 125-year-old home. It is important to clarify that this space is not a traditional basement and, as such, does not allow for the type of finish the customer appears to have expected. Our scope of work—documented in Invoice #****** and agreed to by Ms. *******—included:

820 sq ft of 12-mil mold-resistant reinforced liner (Crawl Space Encapsulation Basic System)
Stage 2 Mold Remediation (including containment, HEPA grinding, and anti-microbial application)
Installation of a Clean Air Ventilation System

Despite Ms. ********* dissatisfaction, the project was completed according to industry standards and the contract. In fact, our crews installed an additional 1,200 sq ft of wall encapsulation at no additional charge, even though it was not included in her original estimate. Rather than back-charging for the additional labor and materials, we provided this as a courtesy.
The customer received a $4,060 discount under our PFE program, bringing her total cost to $10,000 for a comprehensive mold and encapsulation package—well below market value for such services. Her claim that the project does not “look like a $10,000 job” is subjective and fails to reflect the full scope, complexity, and value of the work performed. Encapsulation systems are not designed for daily walking use, and some wrinkling of the vapor barrier is normal, especially over uneven dirt floors. Sealing occurs at seams and structural points like the sill plate. Any attempt to tack the liner to the floor would compromise the system’s effectiveness and violate best practices. The debris referenced by Ms. ******* was present prior to our arrival and located in an area not covered under our scope of work. Our team was not contracted to perform a full clean-out of her basement or crawlspace. This was clearly noted during the pre-install walkthrough, and no such service was included in the invoice. Despite our professional work and repeated efforts to provide clarity, Ms. ******* has demonstrated a pattern of resistance to resolution. Most notably, on May 5th, we sent two senior representatives to her home at 7:00 PM to conduct a full walkthrough and address concerns. Rather than allow them to explain or show completed work, she ordered them to leave the premises. At that point, it became clear that no explanation, correction, or goodwill gesture would satisfy her.
That said, we continue to stand behind our work and remain willing—at our own expense—to provide third-party air quality testing from an accredited lab to verify the success of the mold remediation. This offer is made not out of obligation, but out of a commitment to professional integrity.
We respectfully request that this complaint be marked as closed. The scope was completed correctly, the customer received additional work at no charge, and we have gone above and beyond to respond, despite her unwillingness to engage constructively.
Customer Answer
Date: 05/06/2025
The Stay Dry manager and sales person finally showed up over 2 hours late and said that it was perfectly up to their standards and that they never said it would be encapsulated. Why did they sell me encapsulation then? It’s my understanding that encapsulation is sealed. Thankfully the ******** dispute department was on the phone with me the entire time and heard the way they talked to me. They rolled their eyes, talked over me, basically said I was a liar and said they never promised me that it would look good. Um, what? I don’t expect perfection, but I expect it to be done right. The “manager” came in with a cutting tool and told me he was told to cut up the floor because I hadn’t paid for it. WOW, that tells me they had no intentions on hearing my complaints or making ANYTHING good. I told him fine, cut it all up and take it with you. He then backed off of that, but they continued to insist that i had unreasonable expectations. I feel they were here to intimidate me. That was when I asked them to leave. So many people told me that I was ripped off and I absolutely 100% believe this company is a not good. They did not provide the services they sold me. Also, the dirt pile in the back was stated to me they could smooth out. The crew told me the trash ad wood would be removed by them which it wasn’t.

Regards,

******* *******
Business Response
Date: 06/02/2025
We want to reiterate Stay Dry Waterproofing’s position and clarify our actions to resolve this complaint.

1. We Fulfilled the Contracted Scope of Work
The services outlined in the signed contract and Invoice #******—including mold remediation, encapsulation, and installation of a ventilation system—were fully completed. In fact, we went beyond the agreed scope by installing 1,200 additional square feet of encapsulation at no charge to the customer, which was not included in her original estimate. We also applied a $4,060 discount to the total cost of the project.

2. We Attempted to Resolve This On-Site
On May 5th at 7:00 PM, two senior representatives from Stay Dry traveled to Ms. ********* property for a full walkthrough and to address her concerns in person. Unfortunately, rather than engage in constructive discussion or allow them to show and explain the work completed, Ms. ******* became confrontational and asked the team to leave the home. No walkthrough was permitted, and no conversation about resolution was allowed to take place.

3. Our Offer to Verify Mold Remediation Still Stands
Even though we met all contract obligations, we offered—at no cost—to conduct independent third-party air quality testing to verify the mold remediation was performed successfully. This remains available to the customer.

4. We Are Not Affiliated With ******** Decisions
While the customer may have spoken to ********, we cannot speak on behalf of third-party financing providers. We have not refused to communicate with the BBB or the customer—we have submitted timely responses through the appropriate channels and attempted direct resolution.

5. The Customer Has Been Unwilling to Accept Any Resolution
It is now evident that no explanation, offer, or walkthrough would satisfy Ms. *******. Her continued rejection of every attempt at resolution—while simultaneously demanding outcomes outside the scope of the original agreement (like removal and refund of a permanent installation)—makes it impossible to move forward cooperatively.

In Summary:
Stay Dry Waterproofing completed the work professionally, provided additional material and discounts beyond contract terms, and attempted a face-to-face resolution that the customer refused. We believe we have fulfilled all responsibilities under the agreement and acted in good faith throughout. We respectfully ask that this matter be considered closed and resolved.

Customer Answer
Date: 06/11/2025
I have stated in the past the reasons I refuse to accept this response. This company did not provide to me the work that was sold to me under my contract. They sold me complete encapsulation which they did not provide, nor have they been kind or amenable to work with, blaming me for not being happy with unsatisfactory work. I do not accept the statement by them that this work is of the industry standard, because it IS NOT as you can clearly see in the pictures and video that I sent to you. Also you can read what was sold to me in my contract. Thank you.

Regards,

******* *******
Initial Complaint
Date:04/28/2025
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.
Date of Transaction: 10/2/2024 (project Amount Paid: $8,000 (including a $1,600 deposit)Order/Tracking Number: ****** Problem Description:I hired Stay Dry Waterproofing to perform excavation to footer at pier locations, install four helical piers (helices driven), backfill the area, haul away debris, pour back concrete, screen for any damage, and clean up the work area. This project was supposed to be inclusive of all parts, labor, and equipment.The work was not completed to the promised standard. The concrete pour back was poorly executed and is now causing leaks into my crawl space. The workmanship was sloppy and has significantly worsened the condition of my property, both structurally and visually. This area will now require full demolition and redo, all at my out-of-pocket expense.I chose Stay Dry specifically because they assured me they could handle the full scope of work without involving multiple contractors. If they were unable or unqualified to properly complete the concrete work, they should not have performed it. Instead, they did proceed with the work but performed it inadequately.Resolution Attempts:I contacted Stay Dry multiple times via phone and text messaging (several times in March and three more times in April). Each time I was given excuses about management changes. During my last call with McKayla (recorded), she said management claims they are "not a concrete company" and aren't responsible for the concrete. I explained this is unacceptable, as the contract included concrete pour back, and they scheduled and completed it on 11/13/2024. ******* questioned if the sales *** had "promised" it, which is concerning customers should not be penalized for internal miscommunication. Sales *** has reached out and said that they've since left the company. Additional Notes:Their refusal to acknowledge or fix their poor workmanship has left me with financial burden and potential ongoing property damage. I fear this could be a pattern.
Business Response
Date: 05/01/2025
Thank you for the opportunity to respond to the complaint filed by ******************* regarding work completed at ********************************

Stay Dry Waterproofing entered into a signed agreement with Ms. ********* on October 2, 2024, to install four (4) helical piers to stabilize the foundation of the addition at the rear of the property. The scope of work is clearly outlined in both the signed repair contract and the associated invoice, and includes: excavating to the footer, driving helices, attaching steel brackets, backfilling the area, and hauling away debris.

This work was completed professionally and in accordance with industry standards and our contractual obligations. Our contract explicitly states that we do not guarantee cosmetic improvements, lift to a specific level, or changes to cracks, but rather provide stabilization to prevent further vertical settlement. The warranty on this project reflects this scope and does not cover unrelated cosmetic or structural items beyond the pier installation.

We understand the customer may have additional concerns or requests related to cracking, patching, or other foundation-related appearances; however, these items were not included in the signed agreement and were not contracted for. We are a structural foundation repair company and not a general contractor, and our team was never contracted to perform tuckpointing, concrete flatwork, wall reconstruction, or aesthetic repairs.

Any requests for work beyond the agreed helical pier installation would require a separate agreement and scope of work. It is our position that we fully delivered the contracted service, and we respectfully decline responsibility for any work not covered under the signed agreement.
Customer Answer
Date: 05/09/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 23260644

I am rejecting this response because:

Thank you for your response. However, your characterization of the contract scope and your execution of the work is inaccurate and incomplete.
While I understand that Stay Dry Waterproofing specializes in structural stabilization, it is misleading to claim that the contract solely involved the installation of helical piers. The signed agreement explicitly included excavation, driving helices, backfill, debris haul away, and concrete pour-back which is a key element in restoring the area after foundation work. Pouring back concrete over an excavated area is not merely aesthetic; it is structural and necessary for functional restoration of the foundation and crawl space area.

My dispute is not about cosmetic cracks or superficial repairs. My complaint concerns active water intrusion and substandard concrete work resulting from your companys improper pour-back. This pour-back was included in the original invoice and completed by your team. The result is now allowing water to enter the crawl space, damaging the structural integrity and requiring full demolition and redo all at my expense.
If your team was not qualified to perform the concrete portion of the job, you should not have done it or at minimum, you should have subcontracted or advised me accordingly. I specifically chose Stay Dry because your representative assured me the company could complete the full scope without involving third-party contractors. The business now denying responsibility for the concrete work after it was quoted, scheduled, and performed by Stay Dry is unacceptable and misleading.

Furthermore, when I followed up multiple times, I was told by your staff (specifically McKayla, on a recorded line) that management is not a concrete company and therefore would not address the issue. This contradicts the fact that Stay Dry poured the concrete as part of the job, and it directly conflicts with the commitment made at the time of sale.
This dispute is not about requests beyond the agreement. I am asking you to stand by the work you contracted, performed, and represented to me as comprehensive. That work has not met a reasonable or professional standard and has caused active and ongoing harm to my property.

I respectfully request that Stay Dry take responsibility and provide a corrective plan or refund for the faulty concrete work, which now requires full removal and proper reinstallation.

Regards,
Rawan Alsheyyab
Business Response
Date: 05/12/2025
We appreciate the opportunity to respond further to Ms. ********** follow-up regarding the work completed at ****************
While we understand her frustration, Stay Dry Waterproofing must respectfully disagree with the characterization of the scope, execution, and outcome of this project.
1. Scope of Work
The signed and itemized Repair Agreement and Invoice #******, both executed on October 2, 2024, clearly outline the scope as follows:
Helical Pier Installation (4 total): excavation to footer, pier installation, helices driven, steel brackets attached, lift attempted, area backfilled, and debris hauled away.
No portion of the agreement includes concrete pour-back as a separate or detailed line item, nor was such work quoted independently or as a structural restoration. The phrase backfilled refers to returning soil to the excavated area to stabilize the site. Any light concrete work done was limited to minimal patching for surface continuity and was not presented or priced as structural or waterproofing-grade concrete replacement.

2. Water Intrusion Allegations
The project in question involved foundation stabilization, not waterproofing or crawl space remediation. The agreement does not include any waterproofing measures, such as drainage system installation, vapor barrier installation, or exterior sealing nor was this discussed or contracted. Any water entering the crawl space is therefore unrelated to our work and is not a result of pier installation or backfilling procedures.
We have reviewed photos from the project, including those provided by Ms. ********** All pier work was completed per industry standards, and the soil was backfilled and graded appropriately. There is no warranty coverage or responsibility implied for general water seepage, especially when no waterproofing system was installed.

3. Staff Communication
We are aware of the referenced conversation with our staff. At no point did any employee state that Stay Dry was not responsible for the work performed. Rather, our team clarified that we are not a concrete contractor and do not offer structural flatwork services beyond what is minimally necessary to complete our pier installations. That explanation aligns fully with the signed agreement and our business scope.

If more robust concrete or waterproofing work was needed, it would have required a separate contract a standard practice in the foundation repair industry.

4. Responsibility and Professionalism
Stay Dry Waterproofing delivered the contracted services in full and in a workmanlike manner. The pier system remains in place, and the structure is stabilized as warranted. We respectfully decline to assume responsibility for work that was:
Not contracted in writing,
Not quoted separately,
Not within the scope of our helical pier installation services, and
Not covered under any applicable warranty.

Customer Answer
Date: 05/23/2025

Complaint: 23260644

I am rejecting this response because:

Thank you for your response. I appreciate the opportunity to clarify my position and explain why I believe Stay Dry Waterproofing has not fulfilled its contractual and professional obligations in this matter.
1. Scope of Work and Misleading Expectations
While the signed agreement lists the scope of work as helical pier installation, the execution of the work misled me, as the customer, into believing that the property would be returned to a stable and properly repaired condition following the invasive pier installation. The surface was not left in a condition that reflects any reasonable standard of restoration.
Concrete areas that were broken or removed as part of the project were left visibly damaged and unstable, which not only affects the functionality and safety of the property but also reduces its value. If, as the company states, "minimal patching" was done only for surface continuity, then this patching was wholly insufficient and misleading, as no notice was given that structural restoration would be excluded. At no point was it clearly communicated that a gaping, unstable concrete floor would be left behind unless an additional contract was signed. This lack of clarity and professionalism is the core issue.
2. Water Intrusion and Resulting Conditions
Prior to Stay Drys work, there was no water seepage or pooling in the area in question. After their work, water now enters the crawl space a clear change in the condition of the property, directly correlated with their excavation and re-filling work. The soil and backfill used do not appear to have been compacted or graded properly, and the area was not sealed or restored in a way that would prevent water entry.
The suggestion that this issue is unrelated to the work is unreasonable given the timing and location of the intrusion. While I acknowledge that waterproofing was not explicitly included in the original scope, it is unacceptable that the work created a new problem that did not exist prior. Even if not obligated to install a waterproofing system, the company had a duty to perform the work without causing additional damage to the property.
3. Staff Communication and Customer Understanding
The companys staff, during and after the work, made statements that gave me the impression that the final condition of the property would be addressed or repaired, and that what I was seeing was a temporary state. The distinction between "not being a concrete contractor" and the obligation to leave a home in safe, functional condition was never explained. As a customer, I relied on their professional representation and had no reason to believe that parts of my property would be left broken or vulnerable to water intrusion.
4. Responsibility and Professionalism
I fully understand that the contract did not explicitly mention structural concrete restoration or waterproofing. However, the company caused a material change to the property and failed to leave it in a reasonably habitable, safe, or sealed condition which any contractor should recognize as their responsibility under standard professional and ethical practice.
While the helical piers may be in place, the resulting condition of my home does not reflect a workmanlike job, and I respectfully request that Stay Dry be held accountable for:
Failing to inform me, clearly and in advance, of the full implications of their work;
Leaving behind new damage and water problems not previously present; and
Misrepresenting the scope and impact of their services during the job and communication afterward.
I seek either a partial refund or the cost of properly repairing the concrete and remediating the resulting water issues, which I have had to investigate and obtain quotes for independently. I urge the Better Business Bureau to recognize that this is not simply a contractual technicality it is about the quality, transparency, and consequences of the work performed.

Thank you for your consideration.
Regards,
Rawan Alsheyyab
Business Response
Date: 05/30/2025
Thank you for the opportunity to respond to the concerns raised by ******************* regarding the completed helical pier installation project at her property. We understand the importance of clear communication and customer satisfaction, and we take all feedback seriously. However, we firmly stand by the quality, scope, and contractual integrity of the work completed by Stay Dry Waterproofing and respectfully reject the request for refund or further corrective work. Please allow us to address each point raised:

1. Scope of Work & Surface Restoration

The signed agreement between Stay Dry Waterproofing and the customer clearly defines the scope of work as the installation of helical piers to stabilize the foundation. Nowhere in the contract does it include full structural concrete restoration, decorative finishing, or cosmetic concrete replacement beyond what is necessary for system access and pier installation.

Our project manager and crews informed the customer that we are not a concrete finishing contractor. As industry standard, disturbed areas are backfilled and minimally patched to provide surface continuity and allow for functionality. It was made clear that any finishing work, such as cosmetic concrete resurfacing, would require a separate company.

2. Alleged Water Intrusion

Stay Dry Waterproofing completed this project with proper excavation, backfill, and compaction methods in accordance with standard practices. Our work was limited to the area necessary to install the foundation support system and did not involve waterproofing or water redirection components, which were never included in the scope.

The property did not have a waterproofing system before our work, and none was requested or contracted for during the job. Any water infiltration observed post-project cannot be directly attributed to our work without professional evidence of causation. Soil settlement or water issues may arise over time on properties without active waterproofing protection, especially in areas prone to hydrostatic pressure. It is our position that Stay Dry did not create this issue, nor is it contractually responsible for resolving it under the original agreement.

3. Communication and Expectations

At no time did Stay Dry mislead the customer about the extent or nature of the work. Our staff routinely clarify that while we perform structural stabilization, we do not provide cosmetic concrete finishing as part of our pier installation services. If any misunderstanding occurred, we regret the confusion; however, that does not change the terms of the signed agreement or create liability where none contractually exists.

Additionally, the customer was present and communicated with our team throughout the project. No complaints were made regarding the finish or water concerns at the time of completion, and the job was signed off without condition.

4. Professional Responsibility

Stay Dry Waterproofing performed the work in a professional, safe, and workmanlike manner consistent with industry standards and the signed agreement. The property was left in a secure, stable condition. The helical piers installed are functioning as designed, and the structural support objective was met.

Any dissatisfaction with aesthetic concrete finish or unrelated moisture issues does not constitute a breach of contract or grounds for refund. We respectfully assert that this claim seeks remedy for services never agreed upon or paid for.

?

Final Position

We consider this matter closed. Stay Dry Waterproofing has fulfilled its contractual obligations, completed the job as agreed, and provided communication throughout the process. We are not responsible for work not included in the contract or damage not directly caused by our scope.

We ask that the Better Business Bureau acknowledge the facts of the case and dismiss the complaint in our favor.

Sincerely,
Stay Dry Waterproofing
Customer Answer
Date: 06/12/2025
Complaint: 23260644

I am rejecting this response because:
Thank you for your response. However, I must firmly disagree with several points raised, and I stand by my concerns regarding both the misrepresentation of services and the substandard quality of the work performed at ****************

1. Scope of Work & Misrepresentation
While the contract may not include a separately itemized concrete pour-back line, the verbal representations made by your staff during scheduling and site visits clearly conveyed that the affected area would be properly restored. At no point was I told that the concrete restoration would be minimal, temporary, or purely cosmetic.
More importantly, your team did, in fact, perform a concrete pour-backdespite now stating that your company is not a concrete contractor and does not offer structural flatwork services. If concrete work is beyond your stated scope, then it should not have been performed at all, let alone executed so poorly and unprofessionally.
By choosing to proceed with the pour-back, your company assumed responsibility for its quality. The end result is cracked, uneven, and visibly unprofessional, creating both a safety hazard and an aesthetic issue that undermines the value of the property.

2. Subpar Quality of the Work
Even if the concrete was intended as a minimal patch, it fails to meet any reasonable standard of workmanship. The execution reflects a lack of appropriate tools, leveling, or curing practices. As a customer, I had every reason to expect that any work done would meet basic professional standards regardless of whether it was itemized separately.
If the job required a skilled concrete contractor to be done properly, that responsibility falls on you to disclose or subcontract accordingly, not to perform it improperly and then disclaim responsibility afterward.

3. Water Intrusion & Grading
While I acknowledge that waterproofing was not part of the original contract, the work performed including excavation, backfilling, and grading appears to have worsened drainage in the area. Since your team altered the soil structure around the home, the current water intrusion is not completely unrelated to your activity. Poor backfill and lack of grading consideration have now contributed to water issues that were not previously present to this extent.

4. Communication Issues
Your team may not have explicitly denied responsibility, but their dismissive response and unwillingness to address my concerns made it clear that I would be left with a substandard result and no recourse. If concrete work was beyond your company's scope, then why was it performed at all and why was it done so carelessly?

5. Request for Resolution
I contracted with your company in good faith, based on the belief that the job would be done professionally and completely. Instead, I was left with a sloppy and unacceptable result, and now Im being told your company doesnt do the very work you already chose to perform.
At a minimum, I am requesting:
A partial refund for the portion of work that was poorly executed, and/or
Remediation of the concrete area by a qualified professional, either arranged or reimbursed by your company.
I hope we can resolve this fairly and without the need for additional complaints to consumer protection agencies or legal action.

Regards,
Rawan Alsheyyab
Customer Answer
Date: 06/14/2025
Dear BBB Representative,
Thank you for the opportunity to respond further to Complaint ID ******** regarding Stay Dry Waterproofing, LLC.
While I understand that the written contract does not include a specific line stating concrete pour-back, I want to clarify that the concrete pour-back was indeed performed by the company without any written disclaimer, limitation, or refusal at the time of service. This work was verbally confirmed as part of the job in conversations prior to the project start, which is a common method of agreement in residential contracting when companies seek to win a bid.
Stay Dry is now denying responsibility for this part of the work, claiming it was not part of the contract and not their area of expertise. However, the fact remains:
They chose to pour concrete,
They did not warn me in writing or verbally that they were unqualified, and
The work was done so poorly that it requires redoing, due to visible unevenness, cracking, and safety issues.
If Stay Dry truly does not provide concrete services, they should have made that clear before pouring anything, or subcontracted the work to someone qualified. By performing the work themselves, they assumed responsibility for its quality, regardless of whether it was a line item.
It is misleading to suggest that they can both:
Perform the work under the umbrella of the job to help secure the contract, and then
Deny all accountability for the quality of that work by citing the absence of a written line item after the fact.
I engaged Stay Dry in good faith, based on their assurance that the area would be restored appropriately. The current concrete condition is not up to professional standards and leaves the job incomplete. Their unwillingness to address or remedy this issue is unacceptable.
I respectfully request that BBB hold Stay Dry accountable for performing work that was outside their scope and poorly executed, after they themselves chose to include it as part of the deliverables.
Thank you for your continued assistance.
Sincerely,
Rawan A. Alsheyyab
Initial Complaint
Date:04/05/2025
Type:Order 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 contracted with Stay Dry for a foundation repair and stabilization of my garage as well as a retaining wall replacement. With a 25% deopsit down on a nearly $50k job that was supposed to start the last week of September and end after approximatery two weeks, it is now April and the job is around 25% complete.
The garage has been piered, but did not close or seal the cracks in the foundation wall, a pile of debris from the demo of the wall has been sitting in multiple neighbors' yards since demo of the existing wall occurred in October, and the team has not communicated when the job will be complete, despite dozens of attempts to confirm our spot on the calendar.
The team that came out to start the work didn't know how to read blueprints, communicated incorrect info to multiple sets of subcontractors they hired to do the retaining wall portion of the job, and have left significant amounts of debris on neighboring properties, resulting in lawsuit threats from my neighbors.
Business Response
Date: 04/15/2025
We have resolved this situation with the customer and the project has a start date and will be completed.
Initial Complaint
Date:04/02/2025
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.
Had crawlspace encapsularion performed on 3/24/24.
Could not get into crawlspace myself for examination
Dehumidifier installed was shown single picture and made mistake of assuming entire project was done correctly
2 days ago had neighbor check under house for me. Asked me when the work was going to be completed. Humidifier sitting unplugged. Plug would not even reach outlet. Insulation leaning against wall not attached. Floor covering not seam sealed and coming apart condensation line from furnace and air conditioner had been broken and the seam tape they were using had been used to plug line

3/4 of crawlspace is floating like waterbed.

When contacted day 1. Never returned call. When called back manager said would send inspector and would fix. Said no come get everything out including never used dehumidifier. Refused saying been more than year and i could see them in court

That is where am going next
Business Response
Date: 04/08/2025
At Stay Dry Waterproofing, we stand firmly behind the quality of our work and always aim to deliver the highest level of service and professionalism to every customer.
This particular crawlspace encapsulation project was completed on March 24, 2024. At the time of completion, the customer signed a completion certificate acknowledging that the work had been completed properly and to their satisfaction. Additionally, during a recorded follow-up call, the customer stated that the project looked great, and she was pleased with both the results and the crew’s performance.
We did not receive any communication from this customer regarding any issues for over a year following the completion of the project. During this time, the customer has indicated that additional work was completed in the crawlspace, which means there is no way to determine who may have disturbed or altered the system we installed.
When Stay Dry left the project in March 2024, the installation met all manufacturer specifications and was fully operational. We did not receive any service requests or complaints until more than a year later.
While we empathize with the concerns expressed, we cannot accept liability for changes or damage to the system that occurred after a full year has passed, especially in a space where third parties have since worked. We remain confident in the work performed and the satisfaction expressed by the customer at the time of completion.
We take all concerns seriously and always encourage open communication immediately if a customer has questions or issues. Unfortunately, in this case, the delay and unknown modifications by others make it impossible for us to evaluate the situation as a warranty-related issue.
If the customer wishes to have us revisit the property to inspect the current condition and determine what repairs or updates may be needed, we are happy to schedule a service visit.
Customer Answer
Date: 04/08/2025
No additional work was done in crawlspace.
On calls to Stay Dry, the phone was answered as Ever Dry. In 2024 march, the crew TOLD me work under house was done. Showed me single picture. I am not able to get into crawlspace to check. Repeatedly told them that. When followup call in march 2024 was done said the outflow going into gutter did not look good. Again said i could not get into crawlspace. Again said crew had been very friendly. Also said i would be calling in 1 year to have someone look and make sure all was still good and make sure dehumidifier working.
as for waiting a year. Had neighbor go in and look due to HEAVY RAINS coming. Was accused of letting unknown varoius people in crawlspace. NOT TRUE. Stay dry/ever dry said they would come look and fix. Fix implies something broke. This is not a broken something. It is clearly very very very poor quality workmanship. Does not even explain how dehumidifier never plugged in
Am in process of filling out paperwork to take it to small claims court
Have now had another professional company come in to do work correctly very soon

Complaint: ********

I am rejecting this response because:

Regards,

***** *****
Initial Complaint
Date:03/21/2025
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.
Contract signed 09/24/2024 with StayDry for $18,458.10 Total paid so far is $10,458.10 Stay Dry did not do the work according to specifications stated in the contract. The only work they have completed was the installations of the *************. This installation also caused damage to the concrete foundation, they did not seal any of the cracks in the area and during excavation cut the main waterline.I paid for steel support girders stabilized by floor jacks, floor jacks were incorrect type/size and they they did not use concrete footers as described in the contract agreement, Also, only 2 of the 3 supports were actually brought into my house, i am missing the 3rd. The were to dig a French drain around the interior of my crawlspace foundation. In some areas they dug only a few inches, not to specification and did not use rock (they forgot to bring it) to fill and then back fill the french drain, they used mud from the crawlspace floor, which is causing the pipes to fill with sediment and plug, Also causing damage to Sump pump. Other areas of the interior crawlspace were not dug out AT ALL, in fact, they just laid the drain pipe on top of the crawlspace floor, which is dirt. Some areas, there was no digging and no pipe at all. Pipes did not come together and feed into Sump basin, water is/has been sitting in my crawlspace over winter causing more damage from freezing/thawing cycles. I had an existing encapsulated moisture barrier in my crawlspace that has been ripped down, I was told that StayDry would get me a new one for damaging the current one. They also installed a sump basin that is too small and again, promised they would install a large one.
Business Response
Date: 03/25/2025
We also want to acknowledge your frustration and disappointment with your experience. At Stay Dry Waterproofing, we take all customer concerns seriouslyespecially those involving professionalism, quality of work, and communication.
Regarding the project, our team successfully completed the helical pier installation in accordance with the manufacturers specifications. The remaining crawlspace work was scheduled to follow; however, it was discovered that your septic system was full and leaching into the groundwater, creating a serious biohazard. For the health and safety of everyone involved, we were unable to proceed until that issue was addressed.
After this delay, we were informed that you were denied for all external financing options. In an effort to support you and keep the project moving forward, Stay Dry offered an in-house financing arrangement. Unfortunately, we were later informed of your terminal diagnosis, and given the uncertainty surrounding future payments, the decision was made to pause the remaining work. The funds collected thus far cover the cost of the pier installation, which was completed in full.
We want to be clear that Stay Dry Waterproofing is still willing to complete the remaining crawlspace work. However, we would require a secured payment plan or alternate arrangement before proceeding, due to the financial risks associated with your current medical situation.
Concerning your comments about our teams conduct, we are investigating this matter thoroughly. We have strict expectations for professionalism and integrity, and any behavior falling short of those standards is taken extremely seriously.
While this project has had its challenges, our goal has always been to provide quality service with compassion and transparency.
Initial Complaint
Date:01/17/2025
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.
Date of transaction: 11/04/2024 Amount of money I paid the business: $11,000.00 What business committed to provide me: basement waterproofing to include french drain and sump pump What the nature of dispute is: during the french drain installation, Stay Dry ****hammered around the perimeter of my basement and damaged a drain pipe that they refuse to fix.Whether or not the business has tried to resolve the problem: When I contacted Stay Dry, they sent a plumber to inspect the damaged drain and determined that they didn't cause the damage. I had an independent Master Plumber inspect the drain saying that it was obvious that the drain was damaged during the **** hammering process. The estimate to fix the drain is approximately $3,000.00
Business Response
Date: 01/20/2025
Thank you for allowing me to inspect your drain line in the area where our basement waterproofing system was installed. During my inspection, I used a Rigid snake camera system to perform a visual inspection of the pipe. I observed a break in the drain line, which appears to be original to the home, built in 1948.

I understand that you recently had the plumbing line cleaned using a chain or blade cleaning tool. Unfortunately, these types of tools can cause damage to older, more fragile plumbing systems, such as the one in your home. Based on the age of your plumbing and the method used during the cleaning process, it is our professional belief that the damage was caused by the plumbing company during their cleaning.

To help clarify this situation, we kindly request any time-stamped video footage that may exist from before the drain cleaning blades were used. Such footage would assist in confirming the condition of the pipe prior to the cleaning.

Additionally, Id like to direct your attention to the contract you signed with Stay Dry Waterproofing, specifically Section I, Subsections 6 and 13, which outline the terms of our warranty and liability. While we sincerely regret that you are experiencing this issue, we feel that the damage was caused by the plumbing company, and it is unfortunate that they are not accepting responsibility.

We truly empathize with the inconvenience this has caused and want to assure you that we are here to help in any way we can. If you have further questions or would like to discuss this matter in detail, please dont hesitate to contact me directly.

Thank you for your understanding, and we appreciate your continued trust in Stay Dry Waterproofing.
Customer Answer
Date: 01/21/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22824073

I am rejecting this response because: There were no issues with the drain pipe nor any indication that the drain pipe was damaged before the french drain was installed. The Master Plumber who inspected the pipe made the determination that the damage was done during the french drain installation. This was clearly the fault of Stay Dry Waterproofing, LLC.

Regards,

******** ****
Business Response
Date: 01/21/2025
Dear Mr. ********************** you for your response. However, no conclusive evidence has been provided to support the claim that Stay Dry Waterproofing, LLC is responsible for the damage to the drain pipe.

Stay Dry Waterproofing uses a jackhammer to break the concrete floor during the installation of a French drain. The damaged section of the pipe is located at the bottom of a 90-degree elbow, making it impossible for our team to have caused this damage. If our tools had made contact with the pipe, the impact would have resulted in a break at the top of the pipe, not a hole in the bottom of the elbow.

It is important to note that the pipe in question is original to the home and may not have been able to withstand the force exerted by the chain cleaner used by the plumbing company. Unfortunately, it appears that the plumbing company is unwilling to accept responsibility and is attempting to shift the blame to another party.

At this point, our legal team is handling the matter, and we will not be providing any further comments.

Best regards,
Stay Dry Waterproofing, LLC
Customer Answer
Date: 01/22/2025
[If you do not say why you are rejecting the company's response, BBB must close your complaint.]

Complaint: 22824073

I am rejecting this response because: we are clearly in disagreement. The water leak with the drain occurred before Oakwood Plumbing inspected the pipe. So theres no way that it was their fault. There was no water leak from that drain before Stay Dry jackhammered. So the only reasonable explanation is that it was damaged during the French drain installation. Stay Dry needs to accept responsibility for the damage.

Regards,

******** ****
Customer Answer
Date: 01/30/2025
---------- Forwarded message ---------
From: *** **** <********************************************>
Date: Wed, Jan 29, 2025 at 3:29 PM
Subject: Re: BBB complaint ******** an Arbitration
To: ***** ***** <***********************************************************************************>
Cc: <********************************************>

Ms. *****,

Yes, I would like to proceed with an arbitration hearing. I will seek an attorney to accompany me for the arbitration once a date has been set.

Many thanks!

V/R,
***
Customer Answer
Date: 01/31/2025
Description:
I recently had my basement waterproofed by StayDry Waterproofing out of **********, **. During the waterproofing process, they damaged one of my drain pipes. It wasn't discovered until I ran my washing machine and water started leaking everywhere due to the backed up drain. I had an independent plumber (Oakwood Plumbing) inspect it and determine that it was damaged during the waterproofing jack-hammering process when they installed the french drain. The waterproofing company is saying that they didn't do it and they aren't willing to fix it. I would like help fighting them on this and either getting them to fix it or reimburse me for the repairs.
Satisfactory Solution:
Repair damaged drain pipe
Complaint No. CDA-*****-Q9Q7X
Business Response
Date: 02/03/2025
Please provide us with dates and time so we can pass them along to our attorney.

Customer Answer
Date: 02/11/2025

From: ***** *********
Sent: Friday, February 7, 2025 2:39 PM
To: ***********************************************************************************
Cc: ********************************************
Subject: BBB complaint ******** and Arbitration

This firm and the undersigned represent *** **** regarding the above complaint. Please direct all future correspondence and information to my attention.

We are willing to agree to arbitration but would like to revise the statement of facts regarding our position as set forth in the agreement.

Am I able to send you the revisions or can you send me the Word document and I will make redline changes for everyones review?

*****

***** L. *********,

Balyeat, Leahy, *****

****** & ***********************

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

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

Main: ************

Facsimile: ************

Email: ****************************************

My Paralegal: ***** *******
Customer Answer
Date: 02/11/2025
---------- Forwarded message ---------
From: ***** ***** <***********************************************************************************>
Date: Tue, Feb 11, 2025 at 1:54 PM
Subject: Re: BBB complaint ******** and Arbitration
To: ***** ********* <****************************************>
Cc: <********************************************>

Good Afternoon ***** *********,

BBB asks that you respond to this email within 5 calendar days letting us know the changes ******** **** wishes to make to his nature of dispute and decision sought sections of the agreement to arbitrate.

Regards,

***** *****
Senior Dispute Resolution Consultant
Better Business Bureau Serving ************
************
****************************************************************

On Tue, Feb 11, 2025 at 12:11 PM ***** ********* <****************************************> wrote:
I wanted to follow up with you regarding my email below. We want to keep the case moving. I look forward to hearing from you.

*****

***** L. *********,

Balyeat, Leahy, *****

****** & ***********************

*****************************************>
**************

Main: ************

Facsimile: ************

Email: ****************************************

My Paralegal: ***** *******

Both ***** L. ********* and Balyeat, Leahy, *****, ****** & *********************** intend that this message be used exclusively by the addressee(s). This message may contain information that is privileged, confidential and exempt from disclosure under applicable law. Unauthorized disclosure or use of this information is strictly prohibited. If you have received this communication in error, please permanently dispose of the original message and notify ***** L. ********* immediately at ************. Thank you.

From: ***** *********
Sent: Friday, February 7, 2025 2:39 PM
To: ***********************************************************************************
Cc: ********************************************
Subject: BBB complaint ******** and Arbitration

This firm and the undersigned represent *** **** regarding the above complaint. Please direct all future correspondence and information to my attention.

We are willing to agree to arbitration but would like to revise the statement of facts regarding our position as set forth in the agreement.

Am I able to send you the revisions or can you send me the Word document and I will make redline changes for everyones review?

*****

***** L. *********,

Balyeat, Leahy, *****

****** & ***********************

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

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

Main: ************

Facsimile: ************

Email: ****************************************

My Paralegal: ***** *******

Business Response
Date: 02/19/2025
Signed Arbitration Document.
Customer Answer
Date: 02/20/2025
2.20.2025 Consumer signed Revised Agreement to Arbitrate dated 2.19.2025.
Business Response
Date: 03/14/2025
Attached
Customer Answer
Date: 03/28/2025
---------- Forwarded message ---------
From: ***** ******* <***********************************************>
Date: Fri, Mar 28, 2025 at 10:36 AM
Subject: RE: BBB Arbitration 22824073
To: ********************************************* <*********************************************>
Cc: ***** ********* <****************************************>, *** **** <********************************************>, ***************************** <*****************************>

Out of the dates/times provided ***** is available for the following:

5/1 @ 1:30 pm

5/5 @ 1:30 pm

5/7 @ 1:30 pm

Thank you,

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

Paralegal to ***** L. *********

BALYEAT, LEAHY, *****, ****** & ***********************

*****************************************>
****************

Telephone: **************

Facsimile: **************

***********************************************
Business Response
Date: 04/03/2025
Hello,
Our attorney is only available on 5/1 @1:30pm.
Customer Answer
Date: 04/04/2025
Accepted: Arbitration- ******** **** / Stay Dry Waterproofing LLC @ Thu May 1, 2025 1:30pm - 3:30pm (EDT) (***********************************************************************************)
External
Inbox

*** ****
Attachments
12:54 PM (14 minutes ago)
to me

May1Thu
Arbitration- ******** **** / Stay Dry Waterproofing LLC
From ****** Calendar
*** **** has accepted this event.
View updated information on ****** Calendar

***** *********
Attachments12:26 PM (41 minutes ago)

tome

May1Thu
Accepted: Arbitration- ******** **** / Stay Dry Waterproofing LLC
From ****** Calendar
You are no longer invited to this event
View updated information on ****** Calendar
Customer Answer
Date: 04/21/2025
---------- Forwarded message ---------
From: ***** ********* <****************************************>
Date: Mon, Apr 21, 2025 at 3:49 PM
Subject: RE: BBB Arbitration 22824073
To: ***** ***** <***********************************************************************************>

Sounds good. Thank you.

*****
***** L. *********,
Balyeat, Leahy, *****
****** & *********, LLC
**********************************************************************
Main: ************
Facsimile: ************
Email: ****************************************
My Paralegal: ***** *******
Business Response
Date: 04/24/2025

---------- Forwarded message ---------
From: ******* ******* ** <***************************************>
Date: Wed, Apr 23, 2025 at 4:33 PM
Subject: **** / Stay Dry BBB Arbitration: 22824073
To: <****************************************>, <***********************************************************************************>

Good afternoon ***** and *****:

I am going to be representing Stay Dry Waterproofing, LLC at the above referenced BBB arbitration on May 1st at 1:30. I am going to have a Stay Dry Waterproofing representative attend the hearing with me in person at BBB's offices. Other than to call the Stay Dry representative, I do not intend to have any other witnesses. I will cross examine any witnesses that the petitioner calls.

*****: My understanding is that Mr. **** had a plumbing company perform work on his sewer drain sometime after Stay Dry performed its work. Would you send me a copy of that repair estimate / invoice? Other than Mr. **** and potentially the Stay Dry representative, are you going to have any other witnesses? If so, would you share their names and roles with me? Would you be interested in agreeing to exchange exhibits as of April 29th or some other date?

****

******* R. *******, **.
******* R. *******, **., LLC
Attorney-at-Law
************** (Work)
************** (Mobile)
************** (Fax)
***************************************
***********************************************************************************

This message and any attachments may contain confidential attorney work product or may otherwise be privileged or confidential and protected from disclosure by law. If you are not the intended recipient, you are advised that any review, dissemination, distribution, copying or forwarding of this message or any attachments is strictly prohibited. Please notify the sender by either reply or phone, and immediately delete this message and any attachments.
Initial Complaint
Date:12/09/2024
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.
Major of my complaint is unprofessionalism and rude, vulgar language from the owner himself.
Customer Answer
Date: 12/12/2024
12.12.2024, KG received phone call from ****** *****. He asked that business' response be sent to him by postal mail in addition to email to insure he receives it.
Business Response
Date: 12/12/2024
Thank you for the opportunity to respond to this complaint regarding a recent service interaction with *** ****** At Stay Dry Waterproofing, we prioritize professionalism, respect, and high-quality service in all our interactions. Unfortunately, the situation with *** ***** escalated beyond what we consider acceptable, which led to our decision to discontinue the project.

When our team arrived on-site, we were confronted by *** *****, who was extremely vulgar and disrespectful toward our staff. His behavior included derogatory remarks, both in person and during subsequent phone communications. Despite these challenges, our team proceeded to complete the portion of the work that had already been started. However, due to the continued hostility and unacceptable treatment of our employees, we made the decision to decline further work at the second property.

To ensure fairness, we adjusted the invoice to reflect only the work that was completed and collected payment accordingly before leaving the property. While we regret the need to halt the remainder of the project, we believe this was the most appropriate course of action to protect the well-being of our staff.

At this time, we do not wish to conduct any future business with *** ****** We wish him all the best moving forward and hope he finds a solution that meets his needs.
Customer Answer
Date: 12/18/2024

Time: Wednesday, December 18 2024 12:12 PM
From: ****** ***** **************
Duration: 2 minutes 43 seconds
Voicemail box: 123
Transcript:
Hello, this is ****** *****. Would you please return my call, case number ********. Thank you. That's not here, ******, she's laid in there. You? No, that's not cool. Okay, who's taking our paper? Who's taking our paper? That's over here, today. ******! What? That's what you said there yesterday. Say hello. Take that. What paper? Who's taking our paper? I'm ****. See, you're watching TV. I'm there yesterday. You're watching TV. Good luck to the TV, all the best to y 'all. That's all I wanted. I might have to stop to test you out more. Oh, if you can. Thank you.
Customer Answer
Date: 12/20/2024
Very Unprofessional. Salesman only tested air quality. Never layed eyes on any mold. Said we have mold. You need mold removal 6k. I agreed 4500 down payment. Signed a contract that I had to read from my 3 inch phone screen. That should have the 1st red flag. Employees worked two days came to me after working, Were done need to collect.never offered to show me what they did.I inspect after they leave and the dehumidifier almost fell off the wall. a small patch on concrete wall was hit with a grinder.Salesman told me they would wipe down entire basement. Did not happen.
Came back a 3rd day 2 new employees. By this time I am furious and let them have it. I apologized and he accepted. We continued talking about the owner and sharing personal stories.I called the owner and he was very rude cursing **** admit that I wasnt very pleasant either, after being lied to by employees and salesman.they were paid $ ****** for a completed project that still is not done today.I feel like an idiot for not researching this *** more intensively. What an expensive ******* I have researched wet basements and will correct the problem myself for hundreds not thousands. They have lawers (bc they know theyll get complaints.And to write them excuses to justify there incompetence.Research your project before hiring. 23 complaints in 3 years all with responses blaming customer.
Read complaints SDW is always justified. BS
Customer Answer
Date: 12/24/2024
reject, no accurate, fabricated
Customer Answer
Date: 12/24/2024
BBB transcribed handwritten letter from consumer received via US Mail:

On November 27 I called ******* Waterproofing to come check residence at ******************************. **** ***** Salesman come to my property and only test air quality. His findings wer poor. A Q **** sadi we test for mold. never entering the basement. he swabed HVAC. Yes you have mold issues. never once physically seeing any mo0ld. So ** talks to my wife and I and convinced us to hire *** to remediate mold and instal a humidor and dehumidifier. he also recommended one for my residence at *********************************************. So we agreed. We gabve him $4500 as down payment.

SDW employees showed up on 12.2.24 to perform remediation. That evening they said there were finished for the evening. Be back tomorrow. On 12.3.24, SDW shows up to complete work. Employees comes to me that evening, "I'm done, need to collect $8000. I informed him we provided down payment and were to finance the remainder. "OK", he said, his work was completed. After he left, I went to inspect work. I saw very little remediation and the humidor was not installed correctly. I called the ******* ** and sent him pictures and this is what he said in text: "We will get you squared away tomorrow I promise". (this was 12.3.24) "Again my apologies". He said he was on the phone with the owner and he is upset also.

Poor air quality is due to excessive dog urine in house not mold mold is in every house. look it up. ************ HVAC stinks - they said they fumigated HVAC. ****? is the owner. **** ***** - salesman.

12.18.24 ************************** completion.

12.4.24 I got a text "waterproofing" "I was calling to see if you were around. Give me a call back. I'm done the street from here. I'm at your apt 200 so I guess I'll drive down to 212. give me a call at ************ thanks"

So, they came and I told him that hew wasn't doing anything until I talked to owner ****. I admit I wasn't very nice but I apologized and we got along great. In teh meantime, I called **** and told him howdisappointed I was and he asked me if you "want the f&*(ing job done or not" He said that his employees were capable. I told him evidently no. So they worked for a while and then came to me stating work was complete and they wanted me to sign off and sign loan agreement. Arguing with me over amount. So I did what they asked.

After further inspection, I find work not satisfactory and incomplete. *** advertises "satisfaction guaranteed". I call the owner, ***** on 12.18.24 and he says he refuses to complete project.

We have paid SDW $10,000 and an incomplete job. I am seeking a full refund so I can pay someone else to do the job.

Sincerely, ****** ***** ************ Merry Christmas

StaDry Waterproofing has caused my wife unwarranted stress and uncertainty and sleepless nites. If the *** would have come do the job as contracted there would be no problem. They caused me to research and research again about th eproblems I was incurring. I have found SDW to be untruthful in their practices. I would consider a refund of $6,000 of teh $9,500 I have paid. They did take $500 of the $9,500 I have paid. They did take $500 of because of my dissatisfaction leaving a balance of $9500. Why did they give me a discount? Because they knew that they were in the wrong. This has been a nightmare to me and my family. i try to be as honest and fair as I can be. My family is the highest priority. We have 11 children, 9 of which ar eadopted. We have fostered 100 children. The point is that I feel that I have been lied to, treated unfairly and deceived. *** has breached the contract and I will settle for no less than I have proposed. PS An apology is warranted.

Sincerely, ****** *****

If they would have done what we agreed there would be no problem. Too late.

I can remove both humidor dehumidifer and they can make arrangements to pick them up. I do not want them.

I paid $4000 for 2 humidifiers, $6000 for remediation - $500 = $9500
Business Response
Date: 01/08/2025
At Stay Dry Waterproofing, we are committed to standing behind our work and addressing all customer concerns with professionalism and care. We make every effort to resolve issues and ensure our customers are satisfied with the services provided.

In Mr. ****** case, we have repeatedly offered to send a member of our management team to his home to conduct a thorough inspection, address his concerns, and create a detailed plan to resolve any issues. Unfortunately, Mr. ***** has not allowed us to complete this step. Without this critical inspection, it is challenging to assess and rectify his concerns effectively.

Additionally, during our attempts to resolve the matter, Mr. ***** became belligerent with our office staff and made threats of violence towards our owner during a phone conversation. This behavior has placed us in a difficult position, as the safety of our employees must remain a top priority. Regrettably, this has prevented us from taking further action to address his concerns.

Despite these challenges, we remain willing to resolve this matter in a way that prioritizes safety and professionalism. If Mr. ***** is willing to communicate respectfully and work collaboratively, we are open to revisiting potential solutions.

We sincerely wish Mr. ***** the best and hope for an amicable resolution in the future.

Sincerely,
Stay Dry Waterproofing
Customer Answer
Date: 01/08/2025
Time: Wednesday, January 8 2025 2:24 PM
From: ApplyDARRYL ***** **************
Duration: 12 seconds
Voicemail box: 152
Transcript: ******* *****, ************. Thank you. Call me back.
Initial Complaint
Date:07/17/2024
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.
BBB entered complaint hard copy transferred from another BBB.
I want my down payment returned for waterproofing due to my health could not get basement ready for 15th appt.
I don't want sump pumps put in just waterproofing. Company knows I don't do email call please or computer as per Jordan & Jessica. I cancelled to Jordan & Jessica by phone had no address to write letter got address from BBB on my call 7.5.2024. 2nd call no return calls from stay Dry.
Business Response
Date: 07/18/2024
This refund check was mailed out and it appears it was never cashed and customer stated they haven't received it. Stay Dry has issued a new check and it was mailed out on 07/18/2024.
Customer Answer
Date: 07/22/2024
7.22.2024 BBB received phone call from consumer stating she has received a check from Stay Dry Waterproofing and her complaint can be closed.

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Stay Dry Waterproofing, LLC is BBB Accredited.