Complaints

This profile includes complaints for DBS Residential Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  DBS Residential Solutions

  5116 Jean Duluth Rd Ste 300 Duluth, MN 55803-9752

  
• 

  DBS Residential Solutions

  6900 Shady Oak Rd Eden Prairie, MN 55344-3416

  
• 

  DBS Residential Solutions

  1584 93rd Lane NE Minneapolis, MN 55449

  

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.

• Initial Complaint

  Date:11/07/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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 Answer

  Date: 11/17/2023

   I am rejecting this response because:
  
  

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

  
  

  

  Business Response

  Date: 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

  Date:09/18/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  -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

  Date: 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 Answer

  Date: 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

  Date:09/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  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

  Date: 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

  Date:08/14/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  ** 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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.