ComplaintsforDBS Residential Solutions

• 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. 
  
  
  

• Initial Complaint

  06/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 01/Sep/2021, DBS came out to put fill under garage floor to keep it from going down when driven on, there was a crack in the cement. Instead, they put fill under the apron and raised it about 3" or so, making a step between the driveway and the apron. The apron now slants into the garage, forcing all water into the garage, causing much ice and freezing the garage door to the floor in winter.They came out on 04/Jan/2022 and said the apron will need to be replaced. Originally, they said they would fix the issue after winter - saying too cold to pour cement. The service manager, *****, called me - I emailed him pictures of the ice buildup - a major safety issue plus need to walk through 2" of water in the garage every time it rains. He never responded back.I keep calling them, service manager 'Jabob', the original salesman '******' (who has my phone number blocked), and the main office. They keep saying they will get back to me but never do.You can see by the pictures that they raised the apron causing all the issues.

  

  Business response

  06/29/2022

  Hello *****,
  
  Thank you for taking the time to reach out and provide us feedback. We apologize for the lack of communication you have received. I have reached out to our Production Manager and they will be reaching out to discuss with you further on your concerns and what we can do to make this right. Our mission is to create lasting WOW relationships, while living out our vision of a world where every family lives in a healthy, safe and comfortable home.Our Production Manager lives this out each and every day and we believe he will be the best person to take care of you in finding the best resolution with the issues you are seeing.

  Customer response

  07/18/2022

   I am rejecting this response because:
  
  For Complaint ID: ******** Filed 06/25/2022. I was unavailable to answer the emailed I received from BBB within 10 days and was unable to respond until now. Contract was to void fill under cement garage floor and not raise any cement. They raised the cement apron causing water and ice buildup inside garage. Came out in January saying they will fix it when it gets warm. Now, they are saying they will not do anything about it, even though they admit that they raised the apron - causing the safety hazard. I have never had water & ice buildup inside the garage over the last 30 years. I have many pictures of the issue and witnesses that this has never happened before.

  Would like Repair; Replacement; Refund

  
  

  

  Business response

  07/20/2022

  Hello *****,
  
  I have reviewed and discussed the notes and documentation provided by our Production Manager from his site visit and meeting with you. Upon his inspection and review, he confirms that there was no lift performed, and the work performed followed the contract of void filling in the designated areas as indicated on the proposal. During his inspection, he reviewed the levelness and that the garage slope is consistent, while also noting there to be no issues or indication otherwise when the door is closed. Reviewing your contract along with discussing the warranty with our Production Manager, our warranty does not prevent against frost heave. I understand this was discussed with you that the frost heave will continue to persist unless a further remedy is taken. We believe after both reviewing the contract for the work performed as well as performing a site visit and inspection of the work, that our work has fulfilled the contract as it was proposed. 

• Initial Complaint

  10/13/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  DBS came in put their basement system in. We had a drain that was going outside towards the front of our home, they have cut that drain off and totally, eliminated it!, and did not offer a solution for the disconnected drain. So now If we cannot use the clothes washer or the shower in the basement because the basement now floods Because of what DBS did and in disconnecting the one drain in the basement

  

  Business response

  10/19/2021

  Hello *******, 

   

  Thank you for taking the time to reach out and provide us feedback about your basement repair. I will have our Logistics team reach out to you to set up a time for our service team to come out and review the issues as well as to discuss and resolve these issues. Feel free to give our office a call at ************ if you have not heard from us by end of day tomorrow, Wednesday, October 20th. 

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 29, 2021, I signed a contract with DBS Residential Solutions, Inc. (DBS) to repair our garage floor for $2,781.69.On July 27, 2021, I signed an additional contract with DBS to repair our cinderblock garage wall for $11,068.95.On August 11, 2021 DBS worked on our garage floor. What we received was nothing close to what we were promised. Work was not completed or was poorly performed. We were mislead in several ways about what could/would be done.Please see the attached summary for all of the details of our complaint. We want our money back. We never would have entered into the contact with DBS if we had known how bad the results would be.We cancelled the second project (garage wall) after realizing we had been victimized by deceptive sales tactics on the first project. DBS return part of our deposit but kept 10%. We feel all of our money should have been returned to us because of the deceptive sales tactics on the first project and the extremely poor results.

  

  Business response

  08/20/2021

  I have reviewed the Concrete Repair sale and project withboth our Director of Sales and Production Manager, and we have agreed to waivethe remaining 50% balance due for the concrete repair sale. We believe this tobe fair and reasonable for the work that was achieved. We reviewed the Salescontract and agreed the verbiage to be completely level was present andunderstand that we were unable to fully achieve complete evenness. We arereviewing internally the added verbiage that was present in this contract toavoid setting expectations that we are unable to meet, as we know we will doour best to achieve a full lift, but achieving lift is not guaranteed as alsostated in the contract. We apologize for the confusion and expectations that weset, that we were not able to achieve. We pledge to do our due diligence whenreviewing all projects prior to approving our sales so that our customers areset with the proper expectations.
  As for the new wall stabilization sale, we have retained 10%of the project as per our contract which covers the costs and fees associatedwith the project, such as permits, engineering and admin fees incurred prior toa project beginning. We understand the reasoning behind wanting to cancel thisproject. However, our mission here at DBS is to provide permanent homeperformance solutions and we are committed to achieving the solution proposedto stabilize ********** walls and will do what it takes to create a lastingWOW relationship with him. While we understand that ************** is not ready tohave us out at this time, the 10% retainage can be applied towards any futureproject he has with DBS. 

  Customer response

  08/23/2021

   I am rejecting this response because: We appreciate DBS admitting their mistakes and waiving the remaining 50% balance due on the Garage Concrete Floor Project.  However, we still feel their retention of the 10% of the Garage Wall Project is not warranted in this case.  Even though the contract says they have the right to withhold 10% of the project cost if the project is canceled, the reason we canceled the Garage Wall Project was because of deceptive sales practices and very poor performance on the first project.  How could their salesman not understand the project he was selling?  Who can blame us for not wanting to have any future dealings with DBS!  We didn't simply change our mind and want to get out of the project for no good reason.  This was a very expensive ($11,068.95) project for us and we felt it was too risky for us to commit that much money to a firm we don't trust or have confidence in.  DBS should do the right thing and return the full 10% retained on the Garage Wall Project.    
  
  
  

  

  Business response

  08/24/2021

  Hello **************.
  I have reviewed your response with our Director of Sales,and we understand your frustrations and concerns and have agreed to go aheadand waive the 10% retainage. We apologize again for the confusion and expectationswe were not able to achieve with the concrete repair project. Our mission is toprovide permanent home performance solutions and hope one day we are able togain your trust to deliver our services to your permanently stabilize yourgarage.  

  Customer response

  08/24/2021

   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.

*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. ↩