Stay Dry Waterproofing, LLC

Thank you for taking the time to share your feedback. We understand that home projects can sometimes create stress, and we?ve done our best to be respectful, communicative, and accommodating throughout this process. We want to clarify a few points to ensure the facts are accurately represented. Your husband has met with our team multiple times, expressed his support for the project, and confirmed his desire to move forward. We are currently scheduled to complete the work this week and have been working directly with him at his request. While we would welcome your involvement, you have not been present for these meetings, which may have led to some confusion. Our staff has remained professional and patient despite repeated calls where they have been spoken to in a manner that is not appropriate. We will always treat our customers with respect, and we ask for the same in return. No one on our team has ever threatened legal action or said you ?must remain quiet.? What was communicated is that a signed contract is legally binding and, as stated clearly in the agreement, the deposit is non-refundable once equipment is ordered and crews are scheduled ? both of which have already occurred. If you or your husband have any questions about the project or scope of work, we are more than willing to go over everything again before the scheduled date. Our goal is to help protect your home, and we?re committed to delivering on the promises made in the contract. We hope to move forward respectfully and focus on completing this project to your satisfaction.

We?re truly sorry to hear that you are dissatisfied with your project and we appreciate the opportunity to respond. Your home presented a unique challenge due to its age and the large crawlspace area, which is close in size to a full basement. Initially, you requested a full encapsulation; however, due to budget constraints and a limited financing approval, we worked with you to develop a scaled-down version of the project that still aimed to improve your home?s air quality and moisture control. Our team completed the agreed-upon scope of work, and you signed a Completion Certificate on-site after final walkthrough?indicating that you were satisfied at the time of installation. No issues were raised until more than a week later when the first financing payment became due. While we understand that financing obligations can cause stress, the timing of your complaint does not reflect an issue with the work itself, but rather a shift in expectations. We sent both your original consultant and a senior operations manager to your home to personally review your concerns. While we regret that you felt unheard during that visit, it?s important to clarify that the project performed was consistent with the adjusted contract based on your approved financing. Any trash left behind would have been addressed if reported at the time of completion?as is our standard practice. Stay Dry Waterproofing takes pride in helping homeowners who may not have the financial means to complete large-scale work by offering solutions that fit their budget. It?s incredibly disheartening when our good-faith effort to help turns into a public accusation that we do not care about our customers or the quality of our work. That said, we remain open to discussing any specific concerns regarding workmanship that fall within the scope of the work performed. We?re happy to inspect the job site again and address anything that is truly incomplete or out of line with what was contracted.

Thank you for taking the time to share your feedback. At Stay Dry Waterproofing, we stand behind our work and the warranties we provide, which are specifically designed to address the unique and sometimes evolving challenges that come with waterproofing individual homes. Your project was completed in line with industry standards, including placing the new sump basin in the same location as the original. This approach is standard because once a basin is installed, water will continue to migrate to that area naturally. When you contacted us about a separate area of concern, we immediately dispatched a manager to your home, and that additional work was completed under your warranty?at no added cost to you. We?ve returned to your property multiple times to address concerns and ensure our system was performing as intended. Most recently, you mentioned involving legal counsel in the matter. At that time, we properly escalated the issue to our legal team and have since been waiting for communication from your representative to proceed further. As for the concrete area near the water line, the gravel and concrete application were done according to standard procedures. If water is appearing along the cold joint where old and new concrete meet, it is often part of the curing and settling process, but we are happy to assess it under the scope of your warranty if necessary. We remain committed to resolving any warranted issues and request that your legal counsel contact our office so we can move forward in a constructive and appropriate manner. Your satisfaction matters to us, and we take every effort to make sure our systems perform as promised. Thank you again for your feedback.

We also want to acknowledge your frustration and disappointment with your experience. At Stay Dry Waterproofing, we take all customer concerns seriously?especially those involving professionalism, quality of work, and communication. Regarding the project, our team successfully completed the helical pier installation in accordance with the manufacturer?s 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 team?s 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.