Complaints

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

• Initial Complaint

  Date:05/03/2025

  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.

  We do not accept SureDrys response to the complaint filed with the Better Business Bureau, as the issue remains unresolved and no acceptable resolution or remediation plan has been offered. Specifically, we have not received any proposal to address or repair the flooring that had to be removed as part of the investigation. This, along with other key concerns, remains outstanding.

  We also strongly question the use of *********, a mold testing company that we believe works frequently with SureDry. A representative from ********* even expressed concern about whether they could act as an independent and unbiased evaluator. This raises serious concerns about the credibility of their findings and their suitability for this role.
  At this time, our family is still displaced and unable to safely live in our home due to elevated toxicity levels (Confirmed through dust samples sent to Envirobiomics). We are extremely dissatisfied that there has been no sense of urgency from SureDry to prioritize a proper and independent mold evaluation to help resolve this situation.

  Northstar previously tested our home, but has since acknowledged that their original results were not valid. This only further calls into question their appropriateness for involvement in this matter. Meanwhile, we retained what we believe to be a truly independent mold inspection and remediation company, Interior Cleaning Specialists, who confirmed the presence of mold directly above the site in the basement where SureDry had performed patchwork.

  Interior Cleaning Specialists sprayed the affected area during their inspection out of concern for our familys health. As a result, we now question whether any future surface mold tests will be reliable, and we fear that if no mold is detected in subsequent tests (especially by Northstar), SureDry will attempt to deny responsibility, despite the prior confirmed presence of mold and the active remediation that has already occurred.

  To be clear, the full remediation needed in our home includes:

  (1) Addressing the moisture intrusion in the concrete
  (2) Whole-house mold remediation, both upstairs and downstairs by Interior Cleaning Specialists
  (3) Repair and replacement of finished flooring that had to be removed for proper inspection
  
  In conclusion, we believe SureDry acted negligently by failing to warn us of the potential for this type of moisture and mold issue, especially when one of their representatives admitted he had seen this happen before but usually not in homes that purchased their recommended Dehumidifier (AprilAire-which we have) This lack of disclosure and failure to act has resulted in significant health consequences for our family, including thousands of dollars in medical expenses and missed work and school.  These concerns and expenses continue to date.
  

  We respectfully request that this matter remain open until a comprehensive and independent resolution is achieved.
  

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

  ptable and distressing. Thousands have been spent on medical bills to date. On 4/29/25 a SD representative visited our home to inspect the current state of the basement. During the visit, we were told that he would discuss the findings with his managers and team and provide a response within 4860 hours. As of 5/3/25, after not receiving any follow-up, SD was contacted. I was informed that my message would be passed along to management, but that no one would review it until Monday. To date, there has been no resolution or communication from SD. We are extremely concerned about the lack of transparency during the original consultation, the failure to disclose the potential for future moisture problems, and the ongoing lack of urgency in addressing a serious health hazard. We request that this matter is investigated and for SD to take accountability and provide a solution to the issues caused by their work. Our family has relocated until this is resolved, making this an immediate need.

  

  Business Response

  Date: 05/07/2025

  Thank you for bringing this matter to our attention. We want to begin by sincerely acknowledging the customers concerns and the significant stress this situation has caused their family. At Sure-Dry, we take every concern seriously and are committed to resolving any issues related to our work with care, transparency, and urgency.
  
  Following an on-site visit to the home on April 29, 2025, to assess the reported moisture concerns, we have been actively working to investigate the issue further and determine whether it may be related to the system we installed in 2022. We did receive a follow-up call from the customer on Saturday, May 3, outside of our regular business hours. Our offices were closed at the time, but we made it a priority to return the call first thing Monday morning, May 5, to reconnect and continue the conversation.
  
  To assist in determining the source of the moisture, we have arranged for NorthStar Environmental Testing out of *******, ********* to conduct an independent mold test at the home on Wednesday, May 14, 2025. Sure-Dry will cover the full cost of this testing to help identify whether the mold is originating from the area of our system or another part of the basement.
  
  We understand from the homeowner that mold testing had previously only been conducted on the main level of the home, and not in the basement. This additional testing will provide valuable clarity. It's also important to note that the home does not have a full-perimeter waterproofing system, and it is possible that moisture could be entering from untreated areas and traveling beneath the floor to the affected space.
  
  Once we receive the results from NorthStar, if it is determined that the issue is related to our system,Sure-Dry will take the appropriate steps to correct the problem.
  
  We remain committed to open communication and a resolution that ensures peace of mind for the homeowner and their family. We appreciate their patience and will continue to support them through every step of this process.
  
  Sincerely,
  Sure-Dry, LLC

  

  Business Response

  Date: 06/18/2025

  5/14/25 - Mold testing was completed at the ****** home by third-party contractor - NorthStar Environmental Testing. ********* conducted testing in the basement area where near the Sure Dry system, along with the main floor and outdoors. Sure Dry paid for expedited test results, knowing the ***** family was deeply concerned about the mold levels.
  
  5/19/25 - Sure Dry received the initial test results from NorthStar Environmental Testing via email. Sure Dry then called ***** ***** to go over the results, which stated that the mold levels within the home were within normal air quality range and that results within the area where Sure Dry had completed work were actually the lowest of all areas tested within the home. Sure Dry made a plan to follow up with the Husband and Wife the following week once the full report with all details was completed.
  
  5/22/25 - Sure Dry emailed and reached out via phone to the ***** family to discuss the findings of the full, detailed report from NorthStar Environmental Testing. Sure Dry, in good faith, at this time offered to redo part of the system that they had concerns with, along with splitting the cost for a remediation company to clean the basement area near where we did work. The ***** family did not think that was enough. It was at this time Sure Dry reminded them that the test results did not show any wrongdoing or fault of Sure Dry causing the mold concerns within the residence.
  
  5/27/25 - Sure Dry conference call with the ****** to discuss the offer to complete work out of good faith. It was also during this call that Sure Dry offered to completely pay for remediation of the basement area near where our work was completed, and if the homeowners wanted the rest of the house remediated, they would be responsible for that part of the bill. The family still claimed that the results of the testing done by NorthStar were incorrect and that Sure Dry was responsible for the mold within their home, and did not want to accept otherwise. It was at this time that they decided they would talk to ********* Environmental themselves.
  
  5/29/25 - Sure Dry sent an email to the Penrys stating that,in good faith, we would, at their request, replace the 22 feet of bleeder line system. Sure Dry was not admitting any fault or wrongdoing by offering to fix this area, but rather looking to give them peace of mind that they could return to their home without any issue. The ***** family did reply later that day that they agreed to the work for the 22 feet of bleeder line replacement.
  
  6/6/25 - Sure Dry completed the replacement of 22 feet of bleeder line system.
  
  6/11/25 - Sure Dry was contacted by ***********************, explaining that the ***** family had reached out to them directly to ask more questions about the test results and inquiring if Sure Dry was at fault for the suspected mold within their home. ********* informed the ***** family again that, at this time that there was no direct evidence that would support that claim based on the test results and information gathered during their time in the home. ********* stated they reminded the ***** family that they were an independent third-party contractor and were not taking sides but rather stating facts. NorthStar stated that the ***** family was not happy with that comment and decided to end the conversation at that time.
  
  Since the completion of the bleeder line repair on 6/6/25, no member of Sure Dry has had contact with the ***** family, and based on the work completed and test results from NorthStar Environmental, we consider this matter to be closed. 
  

  Customer Answer

  Date: 06/25/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  We do not accept Sure Drys most recent response and do not consider this matter resolved.

  From the beginning, we clearly communicated that Interior Cleaning Specialists were the first to arrive on-site after mold was discovered. They observed visible mold on the vinyl flooring, playroom mats, and concrete, and strongly recommended immediate spraying. Given the urgency and the serious health risks to our medically fragile son, who has significant asthma, we approved this treatment to prevent further harm.

  Sure Dry then requested a third-party assessment from *********. When ******, the Northstar representative, visited our home, he verbally expressed concern that the extent of mold contamination warranted a full home remediation. He also noted that recent spraying might compromise the accuracy of his test results. We followed up with ****** after receiving his report as documented in Sure Drys timeline for three reasons:

  (1) His written report omitted his initial recommendation for a full home remediation.
  
  (2) It referenced mold in our attic, which is inaccurate, as we have never had mold in that area.
  
  (3) It failed to emphasize the potential inaccuracy of the results due to the prior spraying.
  
   During our call with ******, which his supervisor listened in on, he denied ever recommending full remediation and instead gave a vague response that every situation is different. We were told the report would be corrected and shared with Sure Dry, who would then provide us with an updated copy. To date, we have not received it.  The discrepancy between what was said in person and what was included in the report calls into question the third party, non biased nature of this inspection.  We wonder how many times Northstar and Sure Dry have worked together and at what point does the relationship become biased.
  After multiple conversations and follow *** with Sure Dry where we were made to feel like second class citizens Sure Dry did eventually repair the bleeder line, but only after we followed up and emphasized that our son who requires an accessible environment had been displaced from our home for over a month. We informed them that if no action was taken, we would contact Disability Rights *********. Only then was the repair scheduled.  When **** from Sure Dry was asked what he would do in our situation he replied, Im not answering that, Im not putting emotion into this decision.

  The Northstar testing report in which samples were obtained and tested AFTER Interior Cleaning Specialists sprayed the basement showed minimal to no mold in our house.  It was their opinion the house was safe to live in and there was little, if any, concern.  Despite this recommendation from Northstar,  my wife and I have long felt that mold growth was likely embedded deep in the concrete, given its porous nature.  We speculated that during the remediation process the embedded mold would be released into our home.  Given this belief, we elected to conduct another HERTSMI mold test the following day.  Results once again showed dangerously elevated levels of Aspergillus throughout the house the SAME type found in the basement floor sample by Northstar.  This confirmed our suspicion that there were high levels of mold that spread throughout the home after mold was disturbed by the Sure Dry team during their remediation process.  The results from the new HERTSMI strongly indicated a need for remediation, given the highly dangerous levels of Aspergillus.  If Sure Dry was not willing to pay for a full house remediation at the time of the initial complaint, they should be willing to do so now more than ever based on the fact that they were aware that mold had been previously been found in the area of remediation and FAILED to take the necessary containment procedures to prevent our home from being exposed to mold once again. 

  Subsequently, Interior Cleaning Specialists completed a full home mold remediation. As experts in the field, and being the first to respond when the mold was discovered, they determined this level of response was necessary. Their decision was based on well over 20 square feet of visible mold contamination and an unknown duration of exposure. Their remediation also included HVAC system cleaning, which is critical in such cases.

  We also want to highlight that we have an active maintenance plan with Sure Dry, which includes annual inspections. This raises questions about how long the moisture issue existed, whether it was missed during inspections, and how long our family's health has been compromised as a result. Beyond the physical remediation, we are left to manage the broader impact including significant ongoing medical issues for multiple family members related to mold illness, treatments, specialist visits, missed work, and the significant emotional and financial toll this has taken on our family.  We have been displaced for two months now, we have had to travel to get our mail and basic supplies from our home and have lost a nurse for our son based on the circumstances.  Our three childrens lives have been turned ***ide down through this as stable as we try to make things for them.

  In light of all the above, we continue to request full reimbursement from Sure Dry for the whole home mold remediation, and repair of the flooring in the finished side of the basement as previously requested.  If Sure Dry does not agree to this we will be pursuing other methods to resolve the matter.
  
  Regards,
  
  ***** *****

• Initial Complaint

  Date:10/03/2024

  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.

  On Aug ***** I had Sure dry at my home to secure my foundation walls. About 3/4 of the way through the job I went to check on the progress. I found that the crew was struggling. In one location, they drilled 5 holes through the foundation because something went wrong. I then found an even bigger problem. They over tightened the anchors on the south wall. This led to the breaking away of at least the top course of block, and the support post falling out of its position to the ground. I obviously was ******. I called Sure dry. *****, the project manager actually said to me, *****, I don't understand the big deal. We deal with this all the time. I responded with You break people's walls all the time? It is now October 3rd and I am still trying to get them to remedy the situation. They refuse to take responsibility for their crew damaging my property. On numerous occasions they have said to me, We did exactly what you wanted us to do. We secured your foundation. No you broke my wall. They refuse to take blame. I have been trying to get them to fix things since. It was taking so long, I gave them the option of taking $5000 off and I will get things fixed myself. He came back with $4000, which I declined. They delayed the progress of home improvement since I cannot move forward until the wall is fixed right. First he wanted to get a structural engineer to sign off and wanted to tuck point the broke block. I refused the tuck pointing since it would not fix the problem. He then told me they would get a *****. I agreed and asked about the engineer. He told me I told him I didn't want it, which is a lie. They just didn't want to pay for it. I finally got them to agree to both. However today, the *** says if the engineer signs off on the job I should pay for the engineer. I lost it and lit the *** up. You break my F'ing wall and you want me to pay for it? I am filing this complaint to ensure the proper fixes get made, since they have proven they are not trustworthy or ethical.

  

  Business Response

  Date: 10/08/2024

  On August 15, 2024, Sure-Dry was scheduled to stabilize the
  homeowner’s foundation based on the sales inspection from June 1, 2024.  The solution stabilizing all four walls of
  the homeowner’s foundation was based on the inward deflection measured on each
  wall.

  During the installation, our production manager received a
  call from the homeowner mentioning that the installation was making his south
  and west wall worse due to those being a double wall.   Because there is a gap between the two
  walls, the walls freely moved which caused the wall to separate from the
  adjacent wall where then the top block shifted, and motor joints
  separated.  During this conversation, our
  production manager reassured the walls were stabilized.  We offered to have a mason scheduled to repair
  and tuckpoint the concerned areas.  The
  homeowner did not feel this was the correct solution.  It is documented that the homeowner mentioned
  numerous times getting a lawyer involved, and our production manager told him
  that Sure-Dry would stand by our work and we could offer a third-party opinion.
  The homeowner responded that he would let his lawyer decide and hung up the
  phone. The crew finalized the stabilization project and left the site without receiving
  payment.
  The homeowner called in on August 21, 2024, and our Director
  spoke with the homeowner and discussed the fact that we are confident that our
  anchor system stabilized his wall but would offer again to hire a third-party
  structural engineer who could provide a neutral opinion based on the
  homeowner’s statement that “he hired us to make sure the foundation was
  structurally sound.”  The homeowner
  mentioned some masons he contacted were booked out months and even until Spring
  of 2025, so Sure-Dry told him that we would assist with his search for a mason.
  
  On September 9, 2024, our production manager had a
  conversation with homeowner asking when we could get a structural engineer out
  to the site, and the homeowner mentioned he could only do weekends or holidays,
  and our production manager told him that it would be difficult to schedule a
  structural engineer over the weekends or holidays.  The homeowner responded that he would then
  need to be reimbursed a certain amount per day for him to take off from work.
  
  On September 13, 2024, our Director contacted the homeowner
  to schedule the third-party engineer, and the homeowner said that if Sure-Dry agreed
  to pay him $5,000, he would walk away and pay the remaining balance owed for
  the work done.  Based on the amount requested,
  our Director informed him that approval would need to be made internally and
  would let him know.
  
  On September 18, 2024, our Director reached back out to the
  homeowner informing him that the requested amount of $5,000 was not agreed upon.
  The expense for the structural engineer, mason, and homeowner’s time off work, did
  not add up to $5,000.  The homeowner
  tried to justify the amount being due to his “inconvenience.”  Sure-Dry countered the reimbursement amount,
  however, the homeowner declined and stated that he just wanted the top portion
  of the block wall to be restructured.  Our
  Director mentioned, that if this is all the homeowner wanted, Sure-Dry would
  research a mason to complete the repair. 
  The homeowner accepted.
  
  On October 3, 2024 , our Director spoke with the homeowner
  stating that we had found and hired a mason to repair the top portion of the
  block on the two walls of concern and could complete the work that weekend which
  was, October 4 -6 , 2024  The
  homeowner declined the work since this was too quick of a turn-around and chose
  to schedule the repair work for the weekend of October 11-13, 2024.   The homeowner then asked about the
  structural engineer even though during the September 18, 2024 conversation, the
  homeowner stated that only the mason was needed for the repair work. The
  homeowner insisted that a structural engineer be on site.  Our Director followed up by stating that if
  the engineering report found that the foundation was indeed structurally stable,
  that the homeowner would agree to be responsible for the payment instead of Sure-Dry.  The homeowner was not happy with the
  statement and told our Director to hire the structural engineer and proceeded
  to hang up.
  
  Later the day of October 3, 2024, Sure-Dry
  accommodated the homeowner and hired and scheduled the structural
  engineer.  Our Director reached out to
  the homeowner and told him that the structural engineer was scheduled to be
  on-site on Friday, October 11, 2024 at noon and the mason would be on-site to
  begin repairs approximately around 3:00pm that same day.  The Director mentioned to the homeowner that we
  would be on-site as well to answer any questions for the structural engineer and
  the homeowner responded by refusing to allow any representative of Sure-Dry to
  be on-site and to give the brochures to the structural engineer.  Our Director then spoke with the structural
  engineer informing him that we could email him all the engineering and product
  details and we would not be on-site for the inspection.  We then informed the homeowner that no Sure-Dry
  representative would be on-site for the inspection.

• Initial Complaint

  Date:10/27/2022

  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.

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  

  I knew that Sure Dry would not take responsibility for this based not only on my experience but from other people I had talked to. I am not surprised at the response. I do know that we did not have an issue before the foam was applied to the slab. I just wanted to make sure that future customers know that if there are issues Sure Dry will totally wash their hands of it just like they commented on the phone.

   

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is what I expected. 
  
  Regards,
  
  ***********************

  
  

  

  Business Response

  Date: 10/31/2022

  Hi ****, Thank you for contacting us regarding your septic issue. We take customer feedback seriously and after a discussion with ****, we reviewed your project further.  After looking through our photos from the pre and post installation along with having a conversation with our master plumber, we feel that Sure-Dry is not responsible for damaging your septic line as you stated. Weve investigated the state plumbing code with our master plumber and code states the depth of any septic line(s) need to be a minimum of 18 inches below grade.  When we are drilling holes to inject poly, we are drilling 1 inch deeper than the thickness of the concrete into the ground.  Our ******* project completion notes stated that your concrete slab was thinner than normal, which means we would of drilled no more than 5 inches.  If poly material made its way into your septic system, our assumption is that you had a broken sewer line at the time of our installation where poly product would have traveled into that damaged sewer line.  The other scenario would be that your sewer line does not meet the 18 inches minimal depth required, which would then be right below the concrete. Our crew would have no way of knowing that sewer line would be there knowing that the sewer line again should be buried at a minimum of 18 inches below grade per state code.  If you or **** would like to have further discussion, please do not hesitate to contact us directly. Sincerely, Sure-Dry