COMPLAINT: Jim Sullivan, Troutman, N.C.
"I hired Dry-Pro Basement Systems to encapsulate my home's crawl space in order to prevent mold growth. I informed them that mold existed in a corner of the crawl space, but I had it removed and requested that they notify me if they found any evidence of mold during their inspection.

"Dry-Pro encapsulated the crawl, placed a dehumidifier and a sump pump system, and a humidity sensor that sent humidity readings to a kitchen mounted receiver. I purchased their periodic inspection plan as insurance against new mold growth. In monitoring the crawl space humidity, I had to call Dry-Pro twice.

"They found a failed dehumidifier and new mold growth on the joists above it. They offered to sell me a new dehumidifier and refused to admit that their 'system' was at fault. Please note that their warranty guarantees a humidity level that would preclude mold growth. They showed no interest in honoring it."

DESIRED RESOLUTION: "I want them to honor the warranty."

RESPONSE: Ron Weatherly, owner, Dry-Pro Basement Systems
"Clearly we did a poor job of communicating to the member that there was mold previously in the crawl space and I'll take full responsibility for that.

The member had called a mold remediation company to provide an inspection and the company told him that he needed a full remediation. If he would've called a mold testing company, they would've told him that the mold under the crawl space was only a 3 on a scale of 10 and that the mold was only in certain areas.

The member also left out that when we installed the system in 2005, we weren't trying to fix a groundwater problem. However, when it rained, water was getting into the crawl space. At our cost we installed a drain system and a new pumping system. I know we've done an outstanding job taking care of our customer base and our reputation stands by itself."

STATUS: Stalemate