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Business Profile

Home Renovation

Direct Source Renovations
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/01/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    05/24/2022- signed attached agreement to repair house with insurance money after hurricane ***. Work was never done, work never started. Deposit taken. Given the run around and no results. I just want me money back. the funds are insurance money and homestead released. I can't afford to complete the repairs without the money being refunded. I am a home bound senior citizen. please help.

    Business Response

    Date: 04/04/2024

    We appreciate the opportunity to address this concern regarding the deposit ******************* provided for insurance contingent work. We regret any inconvenience or misunderstanding that *** have arisen throughout this process.
    Upon thorough review of your case and countless hours working with the insurance company we would like to provide clarification regarding the circumstances surrounding the deposit and subsequent actions taken by our company. It is important to note that upon agreement with you, we initiated numerous phone calls to your insurance company along with detailed estimates in efforts to secure additional funds from her insurance company to facilitate the necessary repair work,
    We are pleased to inform you that our diligent efforts were successful, resulting in securing more funds from your insurance company as stated in a letter dated August 22, 2022 in paragraphs 4 & 5. Although it is not the amount, we consider fair but it is a starting point to negotiate with the insurance company for more funds that we feel would be more in line with industry pricing. Unfortunately, were blocked by ******************* or her son from continuing communicating with the insurance company. Our aim was to ensure that ******************* would receive the necessary financial resources to complete the repairs required if we were able to continue our negotiations. After negotiations with the insurance company the contingent contracts would be converted to non-contingent contracts for a specific scope of work at a price agreed by both parties.
    However, after a visit to ********************* home on 04/04/2024 we were disappointed to learn that despite our efforts, ******************* chose to engage another company to perform the repair work. While we respect her decision, we must emphasize that the deposit provided was intended to cover the costs associated with initiating the repair work, as outlined in our agreement.
    Given that our company successfully obtained additional funds from your insurance company on your behalf, we must respectfully decline your request for a full refund of the deposit. We trust that you understand the time and resources invested in securing these funds, with the intention of facilitating the necessary repairs to your property.
    We value your business and remain committed to providing assistance and support in any way we can. Should you have any further questions or concerns, please do not hesitate to contact us.
    Thank you for your understanding and cooperation in this matter and request that this complaint be removed from our company profile.

    Customer Answer

    Date: 04/08/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

    as to complaint assigned ID ********. I do not consider this complaint settled. I do not accept that the company made a few phone calls to the insurance company and were not successful in getting their estimate covered by insurance that this was enough preliminary work to justify keeping my deposit for the work that was never performed. getting quotes was stated in the contract that insurance proceeds would have to cover the work. i have the response letter from the insurance company in which it is stated that the contractor inflated the cost and thought that was suspect. i feel that this is not an honest business practice. and we did not do business.

    Sent from ************************* (********************)



    Regards,

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

     

    Business Response

    Date: 04/26/2024

    Direct Source stands behind its original statement. We are happy to come out and offer ******************* our services at a discounted price from the contingent contracts to do and of the work using her deposits towards the total. As the owner I will come out myself and discount the services as much as I can to help ******************* with the amount of funds received from the insurance company. 

  • Initial Complaint

    Date:12/27/2022

    Type:Customer Service Issues
    Status:
    Resolved
    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 paid Direct Source Renovations on 11/28 for them to install a metal patio cover in our backyard. Upon completion we have noticed that it leaks in several spots causing the covered area to get wet. We are unable to use the covered area due to the leaking cover. I have emailed and called the company several times asking for someone to come out and fix the cover so it will no longer leak. They have not responded to either the emails or phone calls. In the attached images, pavers are visibly wet under cover, water is pooling on stones. There are water droplets on the bottom side of cover where water has leaked.

    Business Response

    Date: 01/20/2023

    ***********************,

    Thank you for reaching out to us to better understand the dynamics of ****************** Drobishs complaint (ID# *********.

     

    After further inspection of Mr. ******* roof by Direct Source Renovations and with the homeowner, it was discovered that the leak was not coming from the patio cover, but from the adjacent roof (see photos).  The customer admitted that it was not on us. We offered to write a contract to fix the roof, but ****************** declined, saying that he had his own roofer.

    There was NO CONTRACT to repair the roof.  The customer has acknowledged this and has requested for the complaint to be removed.  The customer was very polite and a nice guy.

    If you have any questions and/or concerns, please do not hesitate to reach out to me.

     

    Sincerely,

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

    Owner

    Direct Source Renovations

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

     


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