Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/04/2024

  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.

  My basement is used for running an ******. A guest messaged me on 8/13/2024 about damaging a wall in the main bedroom.When looking into the damage discovered water damage to some drywall on the other side of the wall in the closet. I contacted Dryworx and met with *** on 8/15. He inspected the water damage and was able to start the next day.I forwarded a message to ****** from ******. She replied to ****** the maximum time is the following week 8/23 and photos of the damage.2 guys came to the house the following day. They tore out some drywall and took a video of the drain leak. I spoke with the gentleman and he said that the drain needs Spent hours on the phone getting quotes for plumbers. The best price and business available was *** with Pipe ***** Plumbing. I sent him the video and explained issue with the drain leaking. He quoted 850. On 8/20 I text **** and requested their availability. I asked the worker if the work would be complete by the 8/22 and they said it would be done.I went ahead and scheduled an appointment for the 22nd at 9 a m.The plumber never ended up coming because Dryworx employee broke the bathroom water line and caused extensive water damage, flooding the entire basement. They left and went to lunch without cleaning up the water. They bill me over ****** for services their employees caused. Their invoice had charges for things like permits and services they didn't perform like applying plant-based anti-microbial agent which the workers left for me to apply. August 16th, 2024 is when this happened. I have not been able to accept any reservations to this day and have lost my source of income due to their employees actions.Yes, our insurance covered most of it but I can't access the money because my mortgage company has taken possession of it. I paid them ***** and feel it is more than a generous amount for their services repairing the original drain damage.

  

  Business Response

  Date: 12/16/2024

  Dear ****** *******/whom it may concern
  Thank you for bringing this matter to our attention. We sincerely apologize for the challenges youve experienced, and we take your concerns very seriously. We follow all ***** guidelines in compliance with the S500. At Dryworx, we strive to provide high-quality service and customer satisfaction, and we are truly sorry for any inconvenience caused to your business and personal property.
  Regarding the invoice, we want to clarify that we have only billed for the amount approved by your insurance company. The invoice amount was $21,813.68 and not the amount that ****** stated earlier in the amoount of $24,000. The additional damage caused by our team was limited to the original area affected by the shower drain, and did not extend beyond this. We have clear and concise photo documentation that is time stamped with time and date of the photo clearly showing proof that the damages to the basement were there on 8/15/24 when we did our initial inspection. The damage that our team member created was promptly taken care of and mitigated and did not extend beyond the damges caused by the initial loss of the shower drain system. We have documentation of that as well. Not all documentation is attatched due to size and type of file restrictions of this portal. 
  We also want to clarify that we did, in fact, apply the antimicrobial treatment to the affected areas in your basement as part of the remediation process. See attatched photo documentation. You did request that we apply antimicrobial spray in a different area of your home. However, since this area was outside of the scope of our work, we declined the request to avoid assuming responsibility for that part of the home. We left you with antimicrobial treatment for you to apply to that area yourself, as per your preference. 
  We also want to confirm that your insurance provider, *********, has fully paid you the amount invoiced. Mr. **** ****** from ******************* visited your property on 8/29 and personally assessed the damages. This is stated in an email from **** that I can not attatch to this message. 
  We want to reiterate that we are only seeking payment for the work that was completed, as approved by your insurance company, and we are happy to discuss any additional concerns or questions you may have regarding the services rendered.
  We understand the inconvenience that a water loss can cause on a family and a business, and we remain committed to working with you to resolve this matter fairly. Please feel free to contact us directly if you would like to further discuss the situation.
  Sincerely,
  **** Homola 
  Owner
  Dryworx Water Damage Restoration