ComplaintsforDBS Residential Solutions

• Initial Complaint

  08/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted DBS in April/May of 2024 to take a look at my attic insulation and for a quote. The service representative was great, and informative. I ended up signing a contract to have work done and put down ***** cash. I had to call a couple weeks later and ask when we can set up a date for work as no one ever called me. They said looking into June, theyll give me a call back. Finally receive a call for 6/10/24. They called me 6 days prior to reschedule. That was fine, we rescheduled for the 26th. I had to call hours after the expected time and ask where they were. I was told by logistics that a truck ended up breaking down and was in the shop. He didnt have an answer as why they didnt call me. He asked if the following Monday was okay. I said yes. Monday comes, I call, they said no one was available and I just got scheduled for 7/10. I said I wasnt available, why wouldnt they ask me if thats okay? I was going to try to make it work but couldnt. They ended up calling me multiple times the day before to see if they could finally come, so I finally rescheduled on my part with them. However, I decided it was enough games and I wanted to cancel. That wasnt noted properly and I got someone texting to get again cancel on me for the scheduled date. Thats when I called DBS again. I got a sales order for a full refund. I called again to see when to expect my refund. They said theyre going through internal turnover and it wasnt done properly so they sent me over a contract to sign and Ill owe them 10%. 10% just to get cancelled on numerous times!? This was all a headache. I want my full refund as 3 days grace period does not prepare me for this.

  

  Business response

  08/15/2024

  Hi ********, 
  I'm so sorry about the experience that you had and that you've not yet received your refund.  ****** should be reaching out to you if he hasn't already.  Please let me know if you don't hear from us by the end of the day tomorrow.  
  Thank you! *****

  Customer response

  08/21/2024

   I am rejecting this response because:
  I have not received a call and I got my check for the full amount less 10%. I expect a refund on the 10% as I have been no called, no show more than once.
  
  

  

  Business response

  08/23/2024

  Hi ********, 
  I've escalated this to our Director of Production and will reach out to you directly when I hear back from him.  (Monday at the latest).  Thank you! *****

• Initial Complaint

  07/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On August 23rd 2023 I contacted DBS to have our concrete steps repaired as they were previously repaired by DBS and under warranty. I also was looking for quotes on having our driveway repaired. On August 28th 2023, *************************** came out to our residence to give us a quote for the driveway repair and to assess the stairs that were under warranty. **** stated that they were currently booked for the season to have any work performed but that someone would be reaching out in the coming spring to schedule the warranty repair and left the quote for the driveway repair. After discussing with my wife we decided that the quote we received to have the driveway repaired was out of our budget and decided to wait as **** instructed to be contacted about having our steps repaired under warranty. Then on Jan. 18th 2024, ***************************** reached out via email asking if we had decided about the driveway repair. I responded stating that we would like to only proceed with the warranty repair at this time. ******** then asked for photos of the stairs on Jan. 22nd, I responded asking if they already had photos on file from ****'s original estimates. *** never responded, I followed up via email on April 24th 2024 with photos. Still no response back, forwarded the email to the main DBS support address on May 2nd 2024. No response, called the office on July 1st 2024 was told by receptionist that my contact info would be forwarded. No response. Called the office again on July 24th 2024 stating that if I don't get a call back that I will have to file a complaint with the BBB. Never got a call back. I cannot in good faith recommend DBS for any services as the company is willing to come out and give quotes within 5 business days but refuses to communicate regarding their work. A company that cannot stand behind their warranties is a company that is undeserving of BBB accreditation. I recommend that BBB pulls their state contracting licenses. Conduct business with DBS at your own risk.

  

  Business response

  07/30/2024

  Hello ****, 
  
  Thank you for reaching out and providing all the information you did.  I'm am very sorry for your frustration, we had a key person leave our logistics team and they are a little under water, but that is no excuse for you to hear back from us. I will be taking your comments to our Director of Production tomorrow morning he or I will reach back out to you with a solution. 
  
  Sincerely, 
  ***************************
  Director of Marketing & ***********

  Customer response

  08/01/2024

   I am rejecting this response because:
  It has been 8 months since I have been contacted by a representative from DBS. The "promise" that my comment is being passed along and I will be contacted a later date for a solution is insufficient. Truthfully, having the solution to my issue of not being contacted by the company being passing my info along for contact at a later date is no solution at all. I understand that replacing "key" members of the company can be difficult and I also understand that concrete work is seasonal. That is the reason I have been patient in escalating my complaint to the BBB even after calling and having my information passed along for the last month. However, I believe this response and previous lack of communication to be undeserving of A+ BBB accreditation. I honestly think that if I called the front desk today for a quote on new work I would receive some type of communication to schedule a walk through and receive a quote within 10 business days. The same cannot be said for trying to get warranty work completed. It appears the company only prioritizes new business over standing behind the work they complete.
  
  

  

  Business response

  08/01/2024

  Hi ****, 
  
  I'm not sure if there is a delay on when you send a message to the BBB and we receive it, but I received this message on Thursday afternoon 8/1.  I spoke with ***** our Production Manager this morning and he said that he spoke to you and I see we have a date saved for you on the schedule to be at your home on 8/9, and just now received a text from ***** that you plan on calling him at 4 today after you confirm that date with your wife.   I understand your frustration - we are feeling it too and are so sorry. We are working internally to improve communication in our logistics department with a new plan to be implemented on Monday along with 2 new team members that we're confident will help right the ship. 
  
  Thank you! *****

  Customer response

  08/02/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  There is a delay, the orginal solution of "passing along my info" was recieved by me the evening of 7/31/24. I responded that passing along my info was unsatisfactory around 10am 8/1/24. I was contacted around 4pm 8/1/24 to schedule the warranty repair. Since. I have some scheduled I consider that to be a sufficient solution to my complaint. 

• Initial Complaint

  07/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We canceled a service within the 72 business hour policy. It's been a month and have not received our deposit check back.

  

  Business response

  07/19/2024

  Hello ******, 

  Thank you for reaching out. I know that you spoke with our AR specialist, **** yesterday.  She is new in her role and did confirm with you that the check for $10,000 was not cashed, but she did not know what is done with the check when that happens.  Unless otherwise requested, when a job cancels and the check is not cashed we destroy the check as it is more secure than sending a check that size through the mail.  We **** the check void and shred it.  I'm sorry we do not have the actual paper check to return to you.  
  
  Thank you,
  *****

  Customer response

  07/22/2024

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  Even though they have no idea what happened to the check at I had to file stop payment at our financial institution. 

• Initial Complaint

  05/03/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  On November 3, ********************************************** our basement. This was to include redoing the ceiling and adding new basement windows. The estimate that we were provided for how long the job would take was 3 weeks at most. The job was set to start in January 2024. Later we added an additional component of new flooring in the basement. At the end of January we had not heard from the company and so we called to check. Turns out they had taken our $3,000 down payment and then forgotten to schedule anything. In February, they finally started the job with the tear down of the old basement ceiling and flooring. Then again we did not hear from them and had to contact them again. Again they had not scheduled any electricians or drywallers or anything. So we were left with a torn up basement for over a month. This included exposed wires and nails and carpet tacks and left our basement unusable. It is now six months later of what was supposed to be a 3 week job, and the basement is still not finished. The stairs still have nails and carpet tacks sticking up. The company will schedule workers and then cancel at the last minute. At this point we have been living with a dangerous environment and still get nothing but excuses from the project manager. They repeatedly forget to take out permits and have inspections and have treated us in an entirely disrespectful manner. We have had to reach out to them to get every step of this project finished. At this point we just want them here to finish. We cannot continue to live in an unsafe environment just because they cannot get their act together to schedule workers to complete tasks.

  

  Business response

  05/03/2024

  Hello ********, 
  We're very sorry for the delays with your project, we understand how frustrating this is and are committed to making the completion of your project a priority.  Our Director of Operations, ***********************, and our basement finishing field supervisor, ***************************, will be meeting to create a plan and will reach out to you early next week. Our mission is to wow our customers and we've certainly missed the mark ***** we appreciate the opportunity to make up for it and hope to exceed your expectations. 

  Thank you! 

  ***************************
  Director of Marketing & Appointment Center

• Initial Complaint

  01/30/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Contract signed 06/02/2023 with a construction starting on 07/17/2023. DBS salesperson *********************** (face to face on 06/02/2023) stated the project to be complete in 3/4 weeks.Project Manager ****** along with other subcontractors also stated the project to be completed in3/4 weeks.DBS Residential Solutions along with project managers have the complete disrespect for the customer.The project was started on 07/17/2023 and now the project is still not complete as of 01/30/2023 Iam requesting DBS to provide a completion date and complete the project to my satisfaction.

  

  Business response

  01/30/2024

  Hi *******, 
  We're very sorry for the delays in your project, it certainly isn't what we hope for any customer!  I checked with our team and heard that one of our ************************, will be out to your place on Thursday to do a walk through and determine what all needs to be finished. Our goal is to leave you completely satisfied with your project.  We will have a better idea on a completion date after ****'s visit. 

  Thank you! 
  *****

• Initial Complaint

  12/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hired DBS in May to put in a toilet and sink in our laundry room and install flooring in 3/4 of basement. Told work would start in Sept. and would take 3 weeks total. Learned 9/21/23 that our current project manager left the company, so we started over with ****** end of Sept. Work started week of 10/9/23. We were promised work done by Thanksgiving, then that it would be done tomorrow. I realized we were being strung along by ****** project manager 2 weeks ago. Numerous calls made to company starting last Friday. Front line staff helpful. We got response from ******' manager, ****** on day 3 after a 2nd call was made. He has talked to me 3 times, each time after talking to ****** and assuring me work will be done as scheduled. ****** cancelled electrician Tuesday as work was not done enough for electrician to do work. ****** had 8 working days to get work done prior to Tuesday. In those 8 days, work happened only this Monday and Tuesday. Electrician potentially rescheduled for 12/7 along with plumber. Workers left Wed at 12:15 as they ran out of materials. Said bathroom not ready for electrician and plumber. I related this to ****** who called ****** who assured him (then me) that there was no reason electrician and plumber could not do their work today. We've attempted to get in contact with *****, ******'s manager. 2 emails were sent to him by DBS. He has not contacted us. Today, the staff in ****** office said nothing more they can do. We cannot get anyone to take accountability. We are now completing week 9 with no end in sight and no one will call us back.

  

  Business response

  12/08/2023

  Hi ***, 
  We're very sorry for the experience you've had so far with your project.  I checked with our team and *****, our Director of Operations, and he shared that he was able to get in touch with you yesterday and that we have staff there today and Monday working to finish your project.  He assured me that he will be in touch throughout the remainder of the project.  We hope to provide the outcome you desire as rapidly as possible.  Thank you! *****

  Customer response

  12/13/2023

   I am rejecting this response because:

  Yes, we were contacted by ***** and I much appreciated his hearing our issues and his response.  He was able to get the project moving by Friday and plumbers/electricians here on Monday.  If all had gone as planned, we would have had a working bathroom/laundry room no later than Tuesday.  That did not happen because the plumbers could not install toilet as floor was uneven and they could not get a secure connection. It was off by 2 inches in that section of the floor.  I think this should have been assessed and fixed before the floor was even laid. Our project manager did come out one day prior to the floor being laid to ensure the floors were level. They obviously were not. 

  ***** said ***** would keep in contact with us. He hasn't, I'm sorry to say.  Yesterday morning part of the flooring was removed and cement was poured to get it level. We have no idea when floor will be reinstalled, and no idea when plumber will be coming back to finish.   
  
  

  
  

  

  Business response

  12/13/2023

  Hi ***, 

  I'm so sorry to hear of the extended issues.  ***** is out of the office today - Friday, but I was able to reach him to discuss your project.  He said that a crew is coming tomorrow to reinstall the flooring with the plan of having the plumber there on Friday.  ****** and ****** should be in direct communication this week.  Our priority is to complete your project as soon as possible.  Sincerely, *****

• Initial Complaint

  11/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a customer of the business DBS and recently August 25 had some work done that is totally unacceptable. I have sent off middle of last week an email to the Sales Designer guy who had come to my place here In ******** and got the dims, photos, etc and came back with a fair price. I paid my 50% up front in Feb of this year, asked about the installation date numerous times and my project moved out 6 times and was finally done for the 2nd time last week. The service tech who did the work ( *******) was very pleasant and worked hard at trying to make things work. But when he came back last week he ended up making the floor crack worse than it was the first time, which he stated and documented and took about 15 photos. The floor now has numerous hairline cracks caused by this work and now also has a hump towards the middle of the floor. They tried to fix the larger crack with some Nexus material but it is still soft in many placed, cannot wheel anything over it I asked him if he would accept the floor as it was if he just paid over $2000 for it to be fixed with young kids around ( he has 5 young kids and I have 2 young grand kids living with us) and the way the floor was and still is is a huge trip hazard as the kids are running around or riding their bikes. and he said no! I received an on-line survey to fill out and it came to me in gibberish, some other language. Had a quality survey done by some out fit from ******* and I told her exactly my thoughts, the sequence, etc. All I want is my money back as this is totally unacceptable as is and the lack of communication I have had is unbelievable. They have made no effort in contacting me, I have filled out a ****** review stating all of this and still have heard nothing. In reading other ****** reviews I see where this scenario has happened numerous times with others

  

  Business response

  11/10/2023

  Good Morning, 
  I'm sorry for the delays in ******************** project and the issues he's having.  Our Sales Manager, ****, has tried to reach out to him the last 2 days and his calls have immediately went to voicemail.  Can you please let him know that if he sees ************ on his phone that it is us trying to reach him.  **** did leave a message.  
  Thank you! 

  Customer response

  11/17/2023

   I am rejecting this response because:
  
  

  Called at 1:00 today, left voice mail. No response yet!

  
  

  

  Business response

  11/21/2023

  Hello! Our Sales Manager, ****, talked with **** yesterday and a crew will be out this week to address the issues. Thank you! 

• Initial Complaint

  09/18/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  -The transaction took place on 6/7/23. -I paid the company a check for ******** which was cashed on 6/12/23 as a deposit for the work done. If I canceled in 3 days I was to get a full refund. If it was after the 3 days, I would be responsible for a 10% charge that was nonrefundable. I called and cancelled the project on July 13th. The project was to start on 7/27. -The project was to fix a leak I had in the basement. After reviewing the information more, I decided I did not want them to tear up my basement, nor bore holes in the foundation as I was not sure how good that would be. -I have called the business 3 times, I also sent a letter from the contract I signed about getting the money returned. I was told I would receive an email from the company after the first call on the process to get my money returned and never received an email. Another time I called and said that I would get a call back as ***** was in a meeting, and I never got a call back. Another time I called and said they could not tell in the computer what was going on with the account. I have talked to 2 people from the company-***** and ****** about this, and it still has not been resolved. -There is no account/order number on the contract they sent me. -They have had my money for over 2 months now and I would expect interest returned on that money.

  

  Business response

  09/18/2023

  Good Morning, 
  We apologize for the delay in issuing ********'s refund, but I did confirm with my accounting department that her check was processed and mailed on Friday, Sept 15th. She should receive it within a few days. 
  Thank you! 
  *****

  Customer response

  09/19/2023

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

   

  The day after I filed the complaint, I received a check from DBS, yesterday 9/18/23.  I do not need any further action taken at this time. 

  Thank you, 

  ***********************************

   

• Initial Complaint

  09/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They visited on March 21st for the consult and estimate. I explain what was happening with the heaving in the winter causing water to sit against the house in the spring. They explained what he could do and we talked about my concerns about lifting the concrete on one end of the house but not having any ledges as it went from one joint to another. I also had a major concern about where the concrete met the blacktop. He assure me they could make this look good. I called them twice between April and August to see if I was on the schedule and was told it would happen soon and as soon as they had me on the schedule they would let me know. On the morning of August 29th they called saying they would be at may house in 45 minutes. I could not get off on short notice and they said they could not reschedule. I was headed home when they called and said they were done. I asked them to stay as I was only 10 minutes from home.. When I got home I was very disappointed in the quality of work. The joint in the middle of the house has a large ledge. The area where the concrete meets the blacktop looked bad with a big cap and you could see into the gap that there was not anything under the concrete to support it. There was a spot by the house where it is not supported under the concrete and the concrete had cracked even before they left for the day.

  

  Business response

  09/05/2023

  Hello, 

  We are sorry to hear about the issues **************** has with his concrete repair. We were a bit surprised by this message, our file for this project doesn't indicate there were any problems with the work.  A representative from our ************ will be reaching out to find a time to review the issue and work with **************** on a resolution. 

  Thank you! 

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ** hired DBS to insulate a crawl space underneath our mudroom in December, 2022 and January, 2023 at a price of $3,401. ** hired DBS based on their promise that the work would make the room, which typically had temperatures ***** degrees below the thermostat settings, "an extension of our house" in terms of temperature in the words of our sales rep. ** experienced 2 issues with the work:Issue 1 (desired resolution: Refund for full project cost): The insulation work had no discernable impact on the temperature of the room, the efficiency of our house, or the draftiness of the room into our adjacent kitchen. ** paid for this work on the promise that this would be an extension of the house in terms of temperature. The work did not achieve the promised result, nor did it come anywhere close to achieving the promised result. DBS did not respond to our repeated requests to refund the work for its failure to achieve its promised result. Issue 2 (desired solution: compensation for repair - estimated at $750 by flooring contractor): The initial pass at the work was poorly managed, and the floor was replaced in a way that immediately broke many floorboards. DBS responded to this by sending out someone a few weeks later to attempt to fix the floor. While this repair job initially looked better, there is a large soft spot in the floor that was not previously there, as well as some cracked trim. Last week, we had 2 flooring experts come to diagnose the issue. Both said that the work DBS performed damaged the subfloor, creating a major safety hazard because there is a risk of someone's foot breaking through the floor. His recommendation was to fix this ASAP and they said that whoever did the work "tried to pull a fast one on you" by not disclosing the issues with the subfloor. Both recommended that we reach out to the state licensing board if this is not addressed promptly. ** reached out one last time last week to the business, but they have ignored our messages.

  

  Business response

  08/16/2023

  Hello,
  We are disappointed ************** feels he did not have a wow experience with DBS and we understand his frustration with the floor damage. 
  
  Our file shows we did do insulation in a crawl space under an addition for ************** in January.  He contacted DBS shortly after with the flooring issue. *************************, the ** at our ************* and our team talked with the client in January/February to let him know we'd fix the floor and no refund would be given.  Our team fixed the floor at no charge to ***************  While our team was there they tested the temperature of the room and found that it was 20 degrees warmer than before the insulation was installed.  The room used to have a 30 degree difference in temperature, at the time, in February, it only had a 10 degree difference.  Our staff noted that the nearest heating vent in the home is approximately ********************************************************************************* heating option should be added closer to the addition.  The insulation and the flooring repair were completed successfully and no further communication has been received from this customer until now. 
  
  Thank you

  Customer response

  08/16/2023

   I am rejecting this response because: As I laid out in my letter, I have 2 issues, and I don't think this response adequately addresses either: 

  1) The temperature was not improved by the insulation work. The temperature difference in the house did not change until we resealed a poorly caulked window in that room. This happened a few weeks after the *** work was completed, and achieved the temperature difference they are ascribing to their work. There was no temperature difference after the insulation was installed, and all of the other details (e.g., where the heat vent was located in the house) are not really relevant here because the sales associate who quoted the work did so after an extensive inspection of the main floor of our house. If there were structural issues preventing the insulation from being impactful, he should have said so at the time instead of selling us an expensive project that did not meet our needs 

  2) The flooring has serious issues even AFTER it was redone, as I clearly stated in my first message. It needs to be redone again because it's cracking and the subfloor is not level, creating a big, unsafe soft spot that someone could put an ankle through according to multiple flooring experts who have been in our house in the past 2 weeks

   

   
  

  
  

  

  Business response

  08/17/2023

  Hello,
  We would be happy to send one of our field managers to review our work with the owner and discuss options. 
  Thank You. 

  Customer response

  08/21/2023

   I am rejecting this response because: Thank you for offering to send someone out. I didn't want to accept the response because I didn't want to lose the communication channel here. Could you please contact me at **************** and we can coordinate and find a date for you to look at this? I'd like to take care of this ASAP as we've been told by multiple flooring experts that the floor is unsafe. Thank you. 
  
  
  

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