Complaints

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

• Initial Complaint

  Date:11/04/2024

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  After water intrusion in my home, Dririte was called for a free estimate. I was at work, but had my brother in law at the house to let the company inside for an estimate. They called me stating I would need to put in an insurance claim before any estimate could be calculated. I came home to parts of my home demoed and industrial fans drilled into the walls. I never received an estimate, consented to starting work, or agreed to work with this company as they were the first of multiple estimates I planned to compare. My insurance company later called me to report they will not be covering the $10,000 bill from Dririte. To this day, I have still not even received a bill including via email, mail, or telephone notification. I have called the company 6 times asking to speak with management to resolve this issue (dates, names of employees, and intervention documented) with the response, someone will call you back. Nobody has returned a call. There is now a lien on my house with a $10,000 balance on my account as I am being ignored by this company for a service I never consented to or signed for.

  Business Response

  Date: 11/20/2024

  Uploaded document with comments

• Initial Complaint

  Date:11/13/2023

  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.

   
  Complaint: 20856022
  
  I am rejecting this response because Dri **** lied in their timeline and account of events. They didnt inform us until Nov 10th, 11 days after telling us they would provide a quote for the unfinished work that they wouldnt do it. Knowing how lennar operates Im certain they reached out to lennar and bayonet who coerced Dri rite to not take up our work and likely conditioned it on the loss of future revenue. All the companies that contract with lennar are devoid of any integrity and are morally corrupt. I have all the correspondence to disprove the false claims made by this business after they failed to fully restore our home and left us with an unfinished job. 
  
  Sincerely,
  
  *****************************to Dri Rite so that I could get my house fixed. ******** finally on 11/10/23 promised to quote the job and have it to me by Monday per *********************. Less than an hour later he emailed me saying they wouldnt quote the job. He has no integrity and represent Dri Rite poorly. To tell a customer something on the phone simply to get them off the phone and follow up with a completely different email is infuriating. ******** has proved time and again they are loyal to these builders who provide them business more so than to the customers who are at the tail end of this issue. ******** lacks morals and ethics and has earned their spot in my book as a deceptive and fraudulent operation, seeking to making big money from builders and not willing to actually help homeowners get their homes back.

  Business Response

  Date: 11/27/2023

  DriRite initially became aware of this project in April of 2023, at the time of our arrival, the entire master shower (walls/floor/liner)had been removed by others. At that time, we completed structural drying of remaining framing materials on behalf of our client, ****************. We were not involved in the identification of the leak source. It is our understanding that legal action was initiated against Lennar Homes and ****************.
  While it is true that the home was unrepaired for several months (nothing to do with DriRite), it wasn't until 9/26/23 that our office staff entered ****************** project into our system as we would any other job. This time, ****************** was listed as the customer. Part of our internal notes from 9/26/23 state:
  An ongoing shower leak has been present, but the ** stated he just needs his home back together and would like a remedial cleaning/remediation clean-up. The rebuild estimate will need to include drywall repairs and a separate number at the bottom for building back of the shower (** has his own contractor he may want to rebuild the shower).
  On 9/29/23, we arrived on site and took photos of the current conditions. On the same day, the project came to the attention of management, who reviewed the background and considered the potential that accepting the project could be a conflict of interest because we do contract directly with Lennar Homes and ****************. It was decided that it would be best if we declined the project. We promptly informed ****************** on 10/3/23 of our decision. DriRite has no special connection to this project and a BBB complaint is unwarranted simply because we turned down the project. From our internal notes shared above, it is clear that ****************** already had another contractor involved either way. DriRite will not be submitting estimates for this project and apologizes for any frustration.

  Business Response

  Date: 11/27/2023

  DriRite initially became aware of this project in April of 2023, at the time of our arrival, the entire master shower (walls/floor/liner)had been removed by others. At that time, we completed structural drying of remaining framing materials on behalf of our client, ****************. We were not involved in the identification of the leak source. It is our understanding that legal action was initiated against Lennar Homes and ****************.
  While it is true that the home was unrepaired for several months (nothing to do with DriRite), it wasn't until 9/26/23 that our office staff entered ****************** project into our system as we would any other job. This time, ****************** was listed as the customer. Part of our internal notes from 9/26/23 state:
  An ongoing shower leak has been present, but the ** stated he just needs his home back together and would like a remedial cleaning/remediation clean-up. The rebuild estimate will need to include drywall repairs and a separate number at the bottom for building back of the shower (** has his own contractor he may want to rebuild the shower).
  On 9/29/23, we arrived on site and took photos of the current conditions. On the same day, the project came to the attention of management, who reviewed the background and considered the potential that accepting the project could be a conflict of interest because we do contract directly with Lennar Homes and ****************. It was decided that it would be best if we declined the project. We promptly informed ****************** on 10/3/23 of our decision. DriRite has no special connection to this project and a BBB complaint is unwarranted simply because we turned down the project. From our internal notes shared above, it is clear that ****************** already had another contractor involved either way. DriRite will not be submitting estimates for this project and apologizes for any frustration.

  Business Response

  Date: 11/30/2023

  DriRite did not leave the job unfinished as we were never under contract to complete any repairs. We were only contracted (by others) to provide drying services behind another contractor who did the removal. The customer has admitted that they wanted our estimate for legal proceedings and as such, we have declined to participate in this project. 

• Initial Complaint

  Date:01/05/2023

  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.

   
  Complaint: 18690297
  
  I am rejecting this response because: I spoke with ******** and they stated you could return the funds and continue with the waiting for insurance payment and there is a way to reverse the charges as again verified personally with ********. You submitted request for payment through my insurance which is then double dipping since theyll reimburse you directly not me which is how the process shouldve been handled from the begging and was not presented to me that way. The error is I wasnt given the option to allow my insurance to pay even with you guys knowing I had an insurance claim.
  
  Sincerely,
  
  *****************************

   

  Business Response

  Date: 01/18/2023

  Dear ******, I apologize that this continues to be frustrating. We never know the status of a claim and whether it will be a covered loss or not, nor do we know the policy limits or if there are exclusions within the policy for necessary services. While we do often submit to insurance companies, the customer ultimately accepts responsibility for the charges incurred for their property as is the industry and contractual standard.This is clearly explained in the signed contract.
  When responding previously, the information available stated we could not reverse your loan but when we spoke to ********,they stated that it could be done. However, this is not a logical path after the fact because (1) you remain ultimately responsible for the charges regardless of insurance coverage, (2) the loan costs the customer no fees and no payments are due until the expiration in 12 months from origination and (3) If the insurance company does not reimburse you because of an issue with the claim,they would deny our submission for payment as well, leaving you responsible again.
  In our experience, 12 months provides more than ample time to submit the claim to the insurance company and receive reimbursement according to your policy and claim coverage. If the insurance company denies your claim or they short pay you, you will have the full 12 months to pay off the loan for our services, making it more economical,especially since DriRite covered the cost of the loan and gave a 5% discount up front. 

  Business Response

  Date: 01/06/2023

  Thank you for letting us know about your experience with our company. I'm sorry to hear that it's been difficult getting paid back from your insurance company and if we were given the opportunity, we feel we could have restored your confidence. 
  
  
  Once we made these changes, you approved the funding request for just over ***** and we received the payment.   
  
  After this, you requested that we send our invoice to your insurance company through their portal system and asked that we reverse the loan payment. However, we cannot reverse the loan as it was already closed. We explained that you can submit the paid invoice to your insurance company for reimbursement, and once they pay you back, you can pay off the loan. With the loan type you selected, there are no fees, and it is 12 months same as cash. Many customers prefer this over an insurance claim because they don't have to wait for approval to start the repair process and insurance carriers allow for reimbursement. I apologize that there isn't more we can do at this point and hope that you can get the reimbursement from your insurance carrier promptly and according to your policy provisions. I have included attachments that show the timeline and proposals that were signed by the customer. 

• Initial Complaint

  Date:09/19/2022

  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.

   
  Complaint: 18038641
  
  I am rejecting this response because:

  To: DRI-RITE

  Here you go with continuing to lie. Nothing good can be expected of your business. First of all it wasn't an "EMERGENCY". We didn't have any flood or anything of that sort. It was a small fix which was extended because of the fraudulent procedure of continuously watering the wall without proper sealant being applied. We confirmed with other professionals and they said what you did was deliberate and wrong. They were asked to stop the noise but they deliberately continued it. We have the videos and the attitude your representatives showed. Y'all should be ashamed of yourselves instead of being honest you continue to lie. Seems like you have zero empathy for those who suffer with migranes. There was no need at all to run those noise making tools when we requested them to stop.  It was our home, and our decision to stop those noise making machines. But we felt violated because your contractors behaved like thugs, coming and putting the machines on again. Shame on you for getting such horrible indecent people to do the work. 

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

  sly stop this disservice and do not use this company. We used them just because of our terrible and unethical builders.They could not even find the issue forget fixing it. Incompetent businesses should be stopped from causing so many problems to consumers. Terrible ethics. I would never recommend or hire them, and I do not know why builders give them contracts!

  Business Response

  Date: 10/13/2022

  I apologize that we did not meet your expectations. We take great pride in our work and our processes are thorough. I reject that anything was fraudulently performed. To some, a water test *** seem unimportant but our clients often request a water test to prove whether something is leaking or not. Sometimes that process can seem lengthy but we do not spend any more time than necessary. As for the equipment, it is necessary in order to perform our tasks. I sincerely apologize that the equipment furthered your migraine discomfort. 

  Business Response

  Date: 10/12/2022

  We're sorry you had a migraine at the time of our service. As someone that has experienced migraines before, it's definitely bad timing when it happens in the middle of an emergency project such as water damage repair. The home builder was trying to help the situation as they've seen what happens when water damage goes untreated.

  
  

  Regarding our employees, Les did have a family emergency. He showed up later in the day (we didn't expect him to) to see how he could help. I'm sorry you feel that he was untruthful to you, he simply made an excuse on why he couldn't show up to your home at the scheduled time as he was not obligated to reveal personal family matters and did not know to what level the office may have communicated with you. No one was trying to mislead you. 

  
  

  As for the comments regarding *****, he has been with us for over 10 years and has a stellar reputation. He is an outstanding employee and is known as an empathetic, compassionate and kind person. We have never received a complaint about his customer service and he certainly would not turn the equipment up to cause harm to someone. Perhaps he repositioned the equipment or made other adjustments that resulted in additional noise, but not doing so to cause you harm. 

   

  We apologize for how you felt during the service, that we had an employee emergency that disrupted the schedule and that it all happened on a day that you were not feeling well.