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:04/18/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  A representative of ADU came to our home on December 6, 2023 to assess damage from a leaking tub drain. The following day, 2 technicians came to place dehumidifiers. Prior to placing the dehumidifier units, they laid carpet floor protection over our existing engineered hardwood floors. When laying the floor protection, one of the technicians sliced through the carpet padding and onto the wood floor in multiple places. We presented the issue to ADU the same day that the floor protection was taken up. Their legal department has been difficult to contact and takes quite a long time to respond. Eventually, they offered a settlement stating that they were responsible only for the small section of hallway where the cuts occurred. They stated this was due to a difference in the existing flooring that we had not previously noticed, wear and tear on the existing floor, and that the existing floor had been discontinued and could not be matched. The settlement amount was not sufficient to repair even the hallway section of the floor. At the beginning of our claim, when trying to get an idea of normal procedure, we were told that it is customary to repair floors up to the threshold. They declined to repair this flooring up to the threshold. I was told when I reported the damage not to worry because thats why the company has insurance, but we have not had reasonable resolution after 4 months.

  

  Business Response

  Date: 05/03/2024

  We appreciate the opportunity to address this customer issue.  We always strive to provide the highest level of service to all of our customers.  As a company who services the community in their time of need we know that we must meet a high standard and are always working to raise our level of service.   We are sorry to hear that this customer feels that she has had an unsatisfactory experience with our company and we will do what we can to resolve her issues. 
  We have made several attempts to resolve this issue with the customer.  We had a ********* come out and got a quote to fix the damaged floor sections, total quote was $1500.00, we advised the customer that we can either complete the ********************** in the area the cuts were only or refund her $1500.00.  She did not reply to the offer.
  Even in the picture provided you can clearly see 2 different types of flooring, customers' demand for $16,000.00 is unreasonable.  
  We can reextend our offer of $1500.00, this is the value of the repair needed on the damaged sections.
  Thank you for allowing us to address this customer's concerns and we hope that she and all of our customers understand that we are always here to address these types of concerns.   If she has any additional questions or concerns she has our contact information and we are happy to speak to her to resolve this matter.
  
  

  Customer Answer

  Date: 05/13/2024

   
  Complaint: 21595480
  
  I am rejecting this response because:
  ADU did, in fact, send a representative from Carpet Man Flooring to our home to estimate flooring costs. He informed me that the closest possible match to the current flooring (he did not specify which color of floor, and I do acknowledge that there are differing colors, as stated in my original complaint) was about 75% and would stick out like a sore thumb. We were told that we could expect restoration to the condition of our floors pre-damage by All Dry. By this gentlemans account, replacing that section of floor would result in a mismatch worse than the original condition, and therefore does not restore the flooring to pre-damage condition. It is not our fault, nor All Drys, that the flooring has been discontinued (as I was advised by the Carpet Man representative), but it is All Drys responsibility to restore the floors to pre-damage condition rather than insist that a value based on what was described by a flooring expert as an egregious mismatch is sufficient to remedy the situation. 
  Sincerely,
  
  *************************

  Customer Answer

  Date: 05/15/2024

  All Dry USA placed dehumidifier units and an air scrubber to dry the affected space. They also removed sections of drywall and trim affected by mold.

• Initial Complaint

  Date:04/16/2024

  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.

  This water mitigation company came to house to look at damage and give estimate. Manager **** came, told me that it would be about $2,200 for service, or I could put a claim in with my insurance company. He also stated there would be no out of pocket expenses for me. This company gave a bill of over $8,000 to the insurance, who in return showed that their estimate was under $3,000, but gave $3,180 for the claim. (I paid $1000 deductible to ADU.)ADU is asking for me to pay the balance. I have told them I will not due to what was stated to me by **** who came out and that they are inflating the amount of the service done.

  

  Business Response

  Date: 06/14/2024

  We have already closed out this invoice and nothing else is owed

• Initial Complaint

  Date:02/13/2024

  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.

  This business did not finish or complete the work that I've been billed for(breach of contract). Then, they sent me an invoice that my homeowners insurance did not agree to pay. After settling for 10k, they then received a claim check, which they were only supposed to endorse; they cashed the claim check without my or my PA's consent (fraud) and took out ******. I am seeking a difference of *****.

  

  Business Response

  Date: 02/16/2024

  We appreciate the opportunity to address this customer issue.  We always strive to provide the highest level of service to all of our customers.  As a company who services the community in their time of need we know that we must meet a high standard and are always working to raise our level of service.   We are sorry to hear that this customer feels that she had an unsatisfactory experience with our company and we will do what we can to resolve her issues. 
  We have refunded this customer the overpayment, she has confirmed the check was received.  There is no warranty issue as no repair services were provided, only mitigation services.
  Thank you for allowing us to address this customer's concerns and we hope that she and all of our customers understand that we are always here to address these types of concerns.   If she has any additional questions or concerns she has our contact information and we are happy to speak to her to resolve this matter.
  
  

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21286944
  
  I am rejecting this response because:
  out of 25k I have only recieve 11k and 5k is going to PA. Which mean you guys have charge me 14k for  metigation which is incorrect.

  I can simply do a small court claim or a civil cout claim for fraud "depositing check" and not follwing through with contract.

  again Iam lokking to get 4k in difference.

  
  Sincerely,
  
  Katy Saint *********

  

  Business Response

  Date: 02/20/2024

  Ms. *** Fleur was advised there as an error when printing the check and an additional $2000 will be sent, total approved by the insurance company for services was $12,000.00

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21286944
  
  I am rejecting this response because: he work in the invoice was never completed. The insurance company made a appraisal and came up with the price base on what need to be done not base on what was performed.
  
  Sincerely,
  
  Katy Saint *****

  Customer Answer

  Date: 02/22/2024

  Also I've request a copy of the insurance claim check that was deposited to be email or mailed to me and no one have responded!

• Initial Complaint

  Date:02/09/2024

  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.

  Needed mold remediation, found them through *****'s List. A guy came out and I explained the situation for the request and asked for an estimate invoice. I was told that they could not at the time. He took a few pictures and said they would have a mold tech come take test samples. I did explain that I did have an insurance and a claim put in so he collected that information and insured me not to worry because they will be taking care of everything with the insurance company. I clearly stated that "I did not want work started until you get the green light from the insurance company." The next day the mold tester came and took samples. The day after I was contacted and told the tests came back positive and the insurance company gave them the ok to do work. The workers came out and started to do the clearing out and sectioning off the rooms. The next day they cut my drywalls, carpet, and threw out the debris then proceeded to place the machines in each of the rooms. They left the machines in the rooms for 4 days and then removed them after. A few days later I received a message from the insurance company stating that the claim was denied (red flag 2). Was strange since I already had one open and funded. When i called the insurance company I was told someone tried to open another claim and they tried to bill them $23,000!! (Red flag 3). I then received an email from All Dry USA stating that the claim was denied by the insurance company and now I'm responsible for the payment. I questioned I thought everything cleared through the insurance company before you started? With no clear response they claimed sometimes it works and sometimes it doesn't. I told them I'm not going to pay that because they told me the insurance company ok'd it and all they could say is that "you signed the agreement." I called the insurance company to find out what happened, and they told me All Dry tried to bill them $23,000 plus they never sent the mold results before they started work.

  

  Business Response

  Date: 02/12/2024

  We appreciate the opportunity to address this customer issue.  We always strive to provide the highest level of service to all of our customers.  As a company who services the community in their time of need we know that we must meet a high standard and are always working to raise our level of service.   We are sorry to hear that this customer feels that he had an unsatisfactory experience with our company and we will do what we can to resolve his issues. 

  ADU did not attempt to open a claim on the customer behalf, the claim information was included in the work authorization signed by the customer, please also note this is handwritten by the customer.

  The claim did receive a partial denial for the mold remediation services, once this information was received the invoice was discounted and presented to the customer for payment. 

  We cannot disclose unpaid balance but will include in the documents the drastically discounted invoice that was sent to the customer.

  Thank you for allowing us to address this customer's concerns and we hope that this customer and all of our customers understand that we are always here to address these types of concerns.   If they have any additional questions or concerns they have our contact information and we are happy to speak to them to resolve this matter.
  

  
  

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21270704
  
  I am rejecting this response because: Ive tried to work with the company before and every response is untrue. We requested the email sent to the insurance company to show they were actually contacted with mold results before the work was started and i still have yet to receive. They were unable to give an estimate beforehand nor did they try to. Its weird that you would charge the insurance company a ridiculous amount knowing thats not the average. Ive done my best to try to resolve this but your efforts on your end have been little to none. Yes you have a heavily discount but that still doesnt cover the structural damage left to the house which puts it in jeopardy of losing insurance renewal. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 02/13/2024

  Thank you for the follow up. 
  I see no notes that we caused any structural damage or that there was any structural damage at the property.
  We understand the struggle to put your house together after a pipe leak, when your claim was denied we provided the discounts we could to help.  Our initial bill to your insurance company was an accurate bill using the insurance industry billing software, it was not inflated.  
  Though we cannot offer any further discounts, you can call into our billing department and discuss options for a payment plan.  We provided services at your property at your request, we are happy to work with you but we must receive payment.
  Our billing department is available and willing to discuss payment options, they are your best route to resolve this issue and close our your account.
  
  

  Customer Answer

  Date: 02/13/2024

   
  Complaint: 21270704
  
  I am rejecting this response because: the pictures attached are considered structural damage to the insurance company which is why we could not argue the denial. Due to the improper steps of not notifying the insurance company prior to any work being done and waiting for a response from them, we are left with getting this repaired ourselves to meet the insurance deadline. Your company claimed to have followed the steps but still cant show for when the insurance company was notified. Your staff told us they got the green light from the insurance company only to find out that was a lie. Now you want to collect whatever you can to just make a profit. 
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/14/2024

  This business has been playing word games. The reason the insurance declined was because they never sent the mold results they claimed were positive before they started the work. They continuously falsified information or never responded when we asked for proof of submission. They had me sign a document to negotiate with the insurance before any work was started and they never once tried to. There only thing is to get money however they can. They charged the insurance company $23k for very little work only to find out that it was declined after they did the work. The discount theyre referring to somehow since insurance wasnt involved, they magically knocked it down to $6600 which is confusing to how they can discount that much. They were not cooperative with my public adjuster and kept pursuing the $23k when involving the insurance Company. Looking at many complaints on the BBB they seem to do the same to many customers. 

• Initial Complaint

  Date:02/04/2024

  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.

  ALL Dry USA installed a tarp to prevent additional water damage into one of my bedrooms on January 24, ****. That work completed was not successful as the next time it rained it leaked again in the bedroom in the same area. I contacted ************************* (Mitigation Manager) who responded and advised a crew would return to fix issue on January 29, ****. **** returned along with ***** and re-tarped the room area. Today, February 4th was the first day is has rained since tarp was re-done. It is leaking even more in my bedroom. I contacted ***** via phone but was unsuccessful as voicemail was full. Sent her a text which she responded back. I advised I needed my issue escalated to her manager/owner as I just paid $2390 plus processing fees of 4% to use my credit card and it has been a complete failure. I need to have the matter corrected efficiently without any more issues as this is creating additional damage to my home. If they can't perform what they guaranteed (under warranty) then they I need a full refund so that I can contact another capable company ASAP.

  

  Business Response

  Date: 02/16/2024

  We appreciate the opportunity to address this customer issue.  We always strive to provide the highest level of service to all of our customers.  As a company who services the community in their time of need we know that we must meet a high standard and are always working to raise our level of service.   We are sorry to hear that this customer feels that she had an unsatisfactory experience with our company and we will do what we can to resolve her issues. 
  We have been back out to the property several times to address concerns of water still coming into the property.  After the most recent visit and doing an interior inspection, the technician was able to determine the water coming into the property was not from the tarp leaking but due to moisture already trapped in the home prior to the tarp being placed.  We have advised the customer and reassured her that if there any additional issues she can call as she has to date and we will come out and assist.
  Thank you for allowing us to address this customer's concerns and we hope that she and all of our customers understand that we are always here to address these types of concerns.   If she has any additional questions or concerns she has our contact information and we are happy to speak to her to resolve this matter.
  
  

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21244799
  
  I am rejecting this response because:  after speaking with ******* on 2/6 @ 11:20am we had a detailed conversation pertaining to my frustration and needing a resolution. He agreed to personally come back out and re-visit the bedroom with the leak. I had a copy of Compliance Inspection Report performed by ****** (2 days prior) to ensure there were no issues in the attic as he had suggested. ****** report showed attic passed all inspections from insulation, moisture, etc. They also removed all damp insulation from the bedroom area of the leak. Upon his return visit on 2/9, ******* and I both viewed the room and there was no water dripping in the home. We agreed that we would allow the next rainfall to ensure that there are no additional issues. DeVante has been proactive to respond but as we have not had any rain; I am awaiting rainfall possibly Saturday 2/17 and expected Sunday 2/18 per weather report. If all goes well then I can feel assured that closing the case if acceptable. DeVante and I agreed that I will make contact to advise of status once rain occurs. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 02/20/2024

  We appreciate ******************** follow up and as she advised our employee ******* has been in close communication with her in regards to the issue with the additional leaks in her property.  Though he has been responsive and out to her home several times not only has ******************** filed this complaint but she has also disputed the payments with her credit card company.  *** services requested were a tarp replacement, these services were completed, at each call a technician was sent out to adjust the tarp at no additional charge, a water test was completed that confirmed the tarp is not leaking.  Since ******************** disputed her payments there will be no additional services rendered, if she would like to discuss she has Devantes number and can reach out to him.

  Customer Answer

  Date: 02/21/2024

   
  Complaint: 21244799
  
  I am rejecting this response because: I have been extremely patient and willing to resolve the matter only because of DeVante's proactiveness.  However, please note that on Jan 24th the original tarp installation occurred.   Workers returned on January 30th and February 5th as leaking continued after each time it rained.  February 9th DeVante came to my home to do re-assessment. There was no water leaking in my guest bedroom as it was not raining and he observed a long with myself.   It just rained again on Saturday (2/17) and Sunday (2/18)all day and leaking re-started. I paid for a tarp which was to avoid any more leaking into home. The contract/proposal also indicates warranty of work which failed each time. Also,  I left case open as I wanted to ensure that I allowed another rainfall to occur as well. Yes, I disputed request with my credit card company as payment for a service that was not rendered appropriately is unacceptable. I will no longer make contact with ALL DRY USA as this matter is closed on my end as well. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  7.19.2023:Contacted All Dry USA because they advertise roof leak repair. Was contacted by a representative in order to schedule a visit by the company. Representative drove out and looked at the roof leak. He diagnosed it as a roof leak. I said that I know it is a roof leak because I can see the roof leaking. He told me to call a repair man while he gives me a quote. He said the company doesn't repair roof leaks. He was to have me a quote by the end of the day. I don't have a quote.

  

  Business Response

  Date: 07/25/2023

  We appreciate the opportunity to address this customer issue.  We always strive to provide all our customers with the highest level of service.  As a company that services the community in their time of need, we know that we must meet a high standard and are always working to raise our level of service.  We are sorry to hear that this customer feels that they had an unsatisfactory experience with our company, and we will do what we can to resolve his issues. 

  
  To address the concern about advertising roof repairs and not offering the service at our ********* location.  The site ****************** sent with his complaint is our corporate site and lists the services offered at all locations.  Our ********* office is one of our newest locations that we are still staffing, once we have a qualified professional, we will provide additional services at this location.  

  
  ****************** was advised during his free inspection that the roof repair would need to be completed to stop the leak before performing mitigation work.  The inspector noted what work would be needed at the time and had a proposal prepared to send to ****************** for the work needed.  Before the proposal was sent out, we received notification of this complaint and chose not to move forward with our proposal to provide services.

  
  We always encourage customers and potential customers to reach out to us directly, our phones are answered 24/7 and if he had called into the office prior to filing a complaint we could have addressed all these concerns directly with him.

  
  Thank you for allowing us to address this customer's concerns and we hope that he and all our customers understand that we are always here to address these types of concerns.  

• Initial Complaint

  Date:11/19/2022

  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.

  After hurricane *** devastated the ********* ******* area my home had water and wind damage and AllDry *** was in the neighborhood doing remediation work in another home, and me having ceilings down in both the garage and spare bedroom area I asked to have them look at my home and let me know if they could take care of the two downed ceilings and related water damage. One of their project managers, ***********************, came to my home a couple of days later and using Flir infrared he checked out the whole house. After that infrared inspection he said that AllDry *** could do remove the water damaged areas and he noted that I have roof damage also and that my roof should be covered to prevent more water damage. I agreed but stressed that is all I wanted AllDry to do.So he had a contract for me to sign so they could do the work . Several days later AllDry showed up with a crew of 5 or 6 workers and removed all that had to be removed in about 8 hours. Then another crew arrived with 3 dehumidifiers and 7 or 8 fans that were left running 24/7 for three days before they were removed . Days later a worker came by with a meter to make sure that there was no mold, which he said there wasn't, and left being there only 3 or 4 minutes.. Fast forward to yesterday and in the mail I receive a letter stating; STEP 1: AS per our agreement you will contact our office upon receipt of your insurance payment. Step 2:Submit payment to our office within 48 hours to have payments applied to open invoices. Then they go on to say : WARNING TO OWNER; UNDER ******* LAW, YOUR FAILURE TO MAKE SURE THAT WE ARE PAID MAY RESULT IN A LIEN AGAINST YOUR PROPERTY AND YOUR PAYING TWICE. TO AVOID A LIEN AND PAYING TWICE, YOU MUST OBTAIN A WRITTEN RELEASE FROM ** EVERY TIME YOU PAY YOUR CONTRACTOR. The project manager *********************** at no time ever stated any of this and his major selling point was that they would get their money directly from the insurance company and I wouldn't have to get involved.

  

  Business Response

  Date: 11/21/2022

  We appreciate the opportunity to address this customer issue.  We always strive to provide the highest level of service to all of our customers.  As a company who services the community in their time of need we know that we must meet a high standard and are always working to raise our level of service.   We are sorry to hear that this customer feels that he has had an unsatisfactory experience with our company and we will do what we can to resolve his issues. 

  
  The letter received by ****************** was the standard ***********************, a lien has not been filed on his property, as a contractor we must notify owners of our right to lien a property if invoices are not paid.  All invoices have been sent to ******************** insurance carrier for payment, the letter advises him if he receives the insurance payment directly for our services it should be forwarded to us.  Anytime ******************** has questions or concerns in regards to billing he can call into the office and we are more than happy to assist.

  
  Thank you for allowing us to address this customer's concerns and we hope that he and all of our customers understand that we are always here to address these types of concerns.   If he has any additional questions or concerns he has our contact information and we are happy to speak to him to resolve this matter.