Dean's Home Services Reviews (%countItem)
Dean's Home Services Rating
Address: 7400 Kirkwood Ct N, Maple Grove, Minnesota, United States, 55369-5278
Phone: |
Show more...
|
Fax: |
+1 (763) 428-8935 |
Web: |
|
Add contact information for Dean's Home Services
Add new contacts
ADVERTISEMENT
Good job. Very friendly and professional.
Installed 2 new sinks and plumbing into my bathroom. Both sinks leaked water down into the cabinets through the pivot rod through the course of normal use, and caused significant mold build up under both sinks.
The previous faucets in this bathroom did not have this issue. The other two bathroom faucets in my house never had this issue. The only place the pivot rods allowed water down into the cabinets were the new faucets that Dean's installed.
They refused to acknowledge any wrongdoing, and went so far as to claim I was 'washing my hands wrong'. Both the plumber and the manager I spoke with on the phone were rude, and insulting.
I am beyond disappointed, Dean's likes to put forth the appearance of a company that will take care of you, but beware -- that illusion only exists until you actually need them to stand behind their work.
On 12/1/2018, we were called out to your home for a water softener issue and yellow water. We discovered that the water softener had released the beads through out the plumbing system. We determined that the water softener, water heater, and 2 upstairs faucets needed to be replaced because of this issue. The Customer approved the work for all of these items to be done, and also to join our Dean's Club Membership program. We installed all new equipment and faucets on the same day 12/1/18. Then, on 12/4/18 we were called out for some low pressure on the washing machine. At no charge, Dean's came out and cleaned out the screens on washing machine. After that, we got called out on 2/22/19 for a gas smell in the basement. We found a bad gas regulator, and the customer agreed to have that replaced. On 7/11/19, over 8 months from the initial visit for water softener, water heater, and faucet replacement, we went out to the customer's house to look at "pipes that we replaced are leaking and creating mold". Upon the Technician arrival, this is what he found:
"Arrived at customers house and he said there is a leak under left side of vanity. He said it was wet under there and removed the contact paper and there was water. I ran faucets for 15 minutes to determine where the leak is coming from. I put down paper towels so I could see what was leaking and after 20 minutes nothing has water on it or has leaked. Checked p-traps, valves, and everything is dry. There is no leak that I can see or feel. I even splashed water around faucet filled it to overflow and nothing. I explained to customer that I cannot identify a leak under cabinets and not sure where it is coming from. I put blue towels down on bottom of cabinet thing. I explained to customer that I cannot identify a leak under cabinets and not sure where it is coming from. I put blue towels down on bottom of cabinet to identify where leak was and nothing. So customer wants to leave them down and will let us know once water is on them to determine the source. He wants to know who is going to fix the damage on cabinet and I told him unfortunately there is no leak that I can see or feel so it is hard to determine if it was coming from faucet or was there previously. He wants to wait and see where water is coming from and go from there. I explained that if it was leaking it would be leaking right now.
After this call, Dean's went back to the customers house on 7/17/19 for the same issue of "Pipes we replaced are now leaking and causing mold - it is from the fixtures". Customer wanted a different Technician. Dean's sent out a different plumbing professional this time, and this is what he found. "The customer stated the two lavatory faucets we installed a little over 6 months ago in the upstairs bathroom, have been slowly leaking and caused mold damage. I observed some water damage on the cabinet board underneath the sink on left side, but it was all dry. I tested and inspected both the faucets. I checked the fixtures, supply lines, pop up and drain assemblies. No leaks. We used our hands and small cups pouring water all around the fixtures and countertops. Still no leaks. The customer then told me damage on the cabinet board underneath the sink on left side, but it was all dry. I tested and inspected both the faucets. I checked the fixtures, supply lines, pop up and drain assemblies. No leaks. We used our hands and small cups pouring water all around the fixtures and countertops. Still no leaks. The customer then told me that when he pours a cup of water on top of the faucet it leaked. I explained that if you pour water directly on top of the faucet, water will spill down the hole for the pop-up assembly lever. That would happen on any lavatory faucet with a pop-up assembly. He disagreed, so I brought him down and showed him on his downstairs lavatory faucets. Two completely different designs and when I poured a little water out of my hand on the pull lever on pop up assembly, it leaked down underneath both faucets. I let my manager know about my findings. He will contact the customer and we will go from there."
On the same day, just minutes after the Technician left the customers house, Troy the Plumbing Manager made a call to the customer to talk about the concerns with the customer. Troy explained to the customer that beings as the faucets are working normal, and leak free, that Dean's would not be liable for any of the "damages" done to the cabinet. Troy did agree to call the manufacture to find out if they have ever experienced the issue of having water run down this particular faucet’s pop-up assembly rod. Customer said that he would appreciate that. Troy then told the customer that he probably wouldn't hear back from the Manufacturer Rep for a few days, as they are very busy with a large territory to cover. After this phone call, about 3.5 hrs later, the customer called in to cancel his Dean's Club Membership, and continued to blast bad reviews on-line, even after Troy said that he would try to work with the Manufacturer to see if they could figure something out. Troy did hear back from the Manufacturer on Wednesday the 24th of July. The Manufacturer told Troy that they have never heard of any other problem like this, but did agree that if a customer was to pour water down the top of the faucet, down the hole where the rod for pop-up assembly goes, that obviously it would run down to the cabinet. The manufacturer explained that the water is supposed to go in the sink, and not down the faucet. After Troy saw the bad reviews being posted on-line, and the customer canceling his Membership without the chance to rectify the problem, Troy choose not to contact the customer on Wednesday to let him know that the Manufacturer said that there was nothing wrong with the design of the faucet. Dean's Professional stands behind their work, Employees, and Manufacturers they work with, but will take no responsibility for the damages done to this home due to the miss-use of the faucets.
I am rejecting this response because:
At the very least, they can refund me for the cost of the (faulty) faucets they installed and the labor to install them. They installed faucets that, through the course of normal use, allow water to drain down into the cabinets below them, which directly caused the water damage to my cabinets.The faucets that existed in the bathroom before Dean's replaced them *neverleaked a drop into the cabinets below, this issue only started *afterDean's installed these new faucets.None of the other faucets in my home (3 other faucets) leak -- the only difference being they were *notinstalled by Dean's.They are directly responsible, I didn't install those faucets, and the problem did not exist before-hand.I would be willing to remove the negative review *ifthey refund me the cost of the faucets and the labor cost to install them -- otherwise the review stands, and with good cause and reason on my part.
Dean's will not be refunding for the Faucets that were installed and will not refund for the labor. As you can see in the attached invoice from 7-17-19, that the only way we could get water to drip down the faucet is by pouring water down the lift rod on the faucet. There is nothing wrong with the faucet, just the way it is being used. You say that none of the other 3 faucets leak, but once again, the attached invoice clearly stats that when doing the same thing to the 3 faucets that were not replaced, as to the faucets that were replaced by Dean's, and the same thing happens and water leaks down the faucet lift rod into the cabinet. As far as removing the review, the damage has already been done as the review was left over 2 weeks ago.
I had an appointment window of 12:00 to 4:00 they said they would call me before the tech got to my home. At 2:00 I called them to see if they were still coming and was told yes within the hour. At 4:00 I called them again and was told the tech got held up at another job, but not to worry as he works till 8:30 PM. I had already taken off work and waited 4 hours for someone to get to my house. There was no way I was waiting any longer. They should have kept in touch with me instead of me having to call them. My time is JUST as important as theirs. I cancelled the appointment and the persons attitude on the phone was snotty. I will never consider using this company again. POOR CUSTOMER SERVICE
Please Do Not Use Dean's Professional Plumbing. On June 19, 2019 technician Aaron C. was at our home for membership club scheduled A/C check. Upon inspection he listed off a number of issues primary and unrelated to the A/C was a leaky gas shut off. It is my understanding that any gas leak detected (by a Dean's Professional) should be addressed immediately. Aaron did nothing about suspected leak and proceeded to set up a estimate the next day with Josh C.
On June 20, 2019 Josh proposed a estimate anywhere from 8 to 10 thousand dollars for completing the issues Aaron listed.
I proceeded to use soapy water around suspected shut off to check leak myself, nothing. I then contacted CenterPoint Energy about gas leak. Nothing detected by their professional and he also found most of the issues noted by Aaron not needing attention.
For a company with an A+ Revdex.com, for our home they totally Failed and moreover they seem to pray on unknowing customers
I thought the two of them did a great job.They were strait and to the point,told me what I needed and gave me an estimate with different options.Eric set things up ant the service that was done the next day by another serviceman was outstanding,fast,clean,and for what I was quoted. Great job guys!
I have not received a response to this request as of today Thursday June 13th 2019
David,
Just had a chance to take a peek at the furnace room after installation on Tuesday. As you know- our family is in the midst of dealing with a very recent cancer diagnosis so we are extremely busy with Dr appointments which is why I just now had a chance to really look at the work that was performed.
We will need to talk about things early on Monday-I’m super concerned about potential safety issues I’m certain Dean’s Professional wouldn’t be happy about. As you know- I have three kids ; two are 5 years old and one little guy is 3. I’ll attach a photo of one area of concern that someone will need to rectify as soon as possible.
I was also very surprised that I didn’t receive a call to see how the installation of an in excess of $10,000 purchase went.
I will be penning a more formal communication to upper management regarding my serious safety concerns.
Thank you,
Lana
Fast, prepared. Steve E did a wonderful job sizing up the situation, sharing his knowledge, and making quick work of our issue. A top service provider.
Quick, explained everything, clean. A little pricey but the quality of the product and service was worth it.
I had a technician come out on Monday 05/24 to take a look at my water heater which was leaking. Erik S came out. He quoted me two prices: replace the pressure valve on my water for $345.60 or replace the water heater for about $1,800. we decided to replace it for the $1,800. Erik mentioned that they offer financing so we opted for the financing option. I had asked Erik to see if he can disconnect the toilet from the shutoff valve as I was unable to do this myself. He did so and then shut off valve started leaking into my garage. Erik said he has a shut off valve in the car and installed it without telling me how much the price was. He asked for my signature and never showed me the itemized contract- just the signature block on his tablet. I did sign and thought I was signing on the price that was verbally agreed too. Today I received a charge to my green sky account of $2,394.90 and called customer service to figure out what this was about as I never received an invoice/receipt. The customer service rep than emailed me the invoice and told me a manager will reach out to me. I found out I was charged $2065 to replace the water heater instead of the $1,800 I was quoted. It turns out it's $200 more because I financed it. Erik never disclosed this cost difference. I was also charged a $99 member ship fee although this was NEVER discussed and another $230 to replace the shut off valve, which again was never discussed. The manager told me I was the one being unethical because I didn't read a contract that was NEVER shown to me and that I should have read it. He proceeded to refund me for the $99 and $230 (I believe) for the shutoff valve but will not get anything else credited. He offered to cancel the financing so I can pay just the $1,800 and stated the hard inquiry green sky made on my credit report wont affect my credit because "you get one free report per year" which is obviously false. He shouldn't be making those kind of assumptions. Make this right please.
I had 2 different conversations with *** on 5/24/19 to discuss his issues with the invoice. During the first call, I listened to ***’s complaints about how he was verbally quoted a certain price for the installation of a water heater, and then when he got his invoice it was a higher price. I explained to *** that our process is to show the customer what the prices are, and if they agreed to the price, and signed off on it, that is when we begin work. *** stats that he never seen the price for the water heater, and that he just signed the box. I again explained to *** that our process is to go over all options with the customer, and that I couldn’t believe that someone would sign for an estimate that they never seen the price. At that time I stated to ***, that I would need to call and talk to the Service Professional that was originally on-site to see what was said and done, and that I would return his call shortly after. After speaking with my Service Professional, I called *** back to discuss what was said. Erik, the Service Professional stated to Me that he had discussed with ***, how we service, went through options on the toilet as well as the water heater, and what the Dean’s Club Membership was all about, and the benefits of it. He also talked to *** about the Financing, and if he were to pay cash, there would be a 10% discount. *** decided to move forward with the Financing option and therefor did not receive a 10% discount for paying cash (hence the difference in paying 2065.50 vs 1858.95 for the water heater) . He also elected to sign up for the Dean’s Club Membership, and because of that, he did receive a 10% discount for that. *** did not agree that this was the way this went. After some back and forth conversations, and the fact that *** did not receive the invoice in his email, I decided that I would credit back to his Greensky financing account 305.00. *** agreed with all the charges and discounts at that time. All discounts have since been applied to his Greensky account.
I am rejecting this response because:
The fact that your technician is telling you that he went over the deans membership fee and price difference between cash/financing is alarming. I agreed to a price of about $1800. Nothing else. Did your technician also tell you he quoted me the prices of replacing the shutoff valve on my toilet before he switched it as well? If he admits to not quoting me a price for that what makes you think he went over everything else with me? I refuse to accept that a company will conduct business this way. Verbally quoting one price- then charging another. I believe I was mis-lead from start to finish. Not too mention the manager I spoke with was extremely rude when I called to complain stating it’s my fault I didn’t read a contract I was never shown. This is simply poor ethics by your company. If your calls are recorded please listen to how I was treated. Yes I accepted the reimbursement we agreed to but I am still being charged for financing. I declined he option to just pay cash because my credit was already pulled. Manager stated this doesn’t matter because the inquiry won’t hurt my credit because “you get one free credit report per year”. This again is false and misleading. I just want a fair resolution to this complaint.
GO SOMEWHERE ELSE FOR A PLUMBER!!!!!! This company does not fully disclose fees and how much anything is going to cost accurately. I was quoted $1,800 for a water heater and the bill came back for $2,400. On this bill there was a $99 dollar "membership fee" that was never disclosed to me and it was never disclosed that it is going to cost more to finance a job than it is to pay cash. Erik never showed me an itemized invoice of what I was being charged prior to signing he simply told me a price of which we verbally agreed and showed me a signature block to sign. He also replaced a shut off valve without telling me how much it was going to cost. It was $300 dollars and I would of done it myself if I knew that. Erik was very personable in person but this is not how a company should do business!!!!! When I called to complain the manager stated "but you signed you shouldn't be signing things without knowing". Sure, but I was never showed any pricing before I signed! The prices were verbally agreed too!! They are crediting me back $400 but customers need to know what they are getting themselves into with this plumbing company. Someone who is more passive may be taken advantage of
! Also, the manager stated " I can cancel the financing and you can pay cash". I said but "my credit was already pulled and took a hit". The manager stated that doesn't affect your credit your get one free credit report per year". THATS A LIE!!! STOP THE UNETHICAL BUSINESS PRACTICES!!!!!!
Came the day scheduled, and phoned to notify me when they would arrive. Ben did a great job. He showed me the leak, the new type of piping, and did a great job of cleaning up afterward.
This was an after hours call for a leaking shower valve. Arrival was timely, technician was professional and he completed work in a timely and satisfactory manner. The problem was price. Trip charge was $169 vs. $69 during regular hours. Job was quoted as all in price. When I asked for breakdown for parts and labor technician stated they do not provide quotes in this manner. Given I could not turn on water in house until repair was completed and I had already had to pay a non-refundable trip charge I had no option but to have the work completed. I researched cost of part which was $30 and had to pay $720 for labor for 1.5 hours work ie. $480 per hour w/o trip charge included. Total cost over $900. Outrageous. Felt taken advantage of and would not utilize them again.
Professional and courteous service provided on a timely manner. Cory was very pleasant and assured we understood the work he would be preforming and the cost for this work.
I recently had Tyler come to check on my leaky kitchen faucet and leaky toilet. He was so informative and gave me different options as my toilet was very old and needed to be replaced. I also had my kitchen faucet replaced and love the choice I made. He was so professional and answered my questions so I could understand everything. I have had work done with Dean's over a couple years and have always been so pleased. Tyler really deserves the 5 stars I gave him!
I have a sewer line back up in one of my rentals so I searched Google using "Main Line Clean Out" as my search. The first result was "Any Main Line Opened $99" "Free Camera Inspection". I called and set the appt. The phone person indicated that it would cost $69 to show up to then let me know what the cost would be. I explained that I'm answering the ad. for $99 which their web site stated...$99 SPECIAL "Open Any Mainline & Camera Inspection." When the technician arrived he quoted me three options starting at $479 and up to $1,800 for "Jet Cleaning". Absolute False Advertising/Bait and Switch tactic. Criminal in my opinion. Reading some of the other reviews it seems this kind of thing has been going on for quite a while. I guess Dean never learned about simple fairness/right and wrong as a kid. Too bad. Avoid using this company. P.S. Just lined up another company, Gopher Sewer and Drain and they are quoting $219. I've used them before and they are prompt and professional (I have a few rental properties) and this quote is in line with what I've paid before and they will be there within the next 2 hours.
Found our hot water heater leaking called Deans plumbing on Friday Morning by 4pm new hot water heater working. Our heat was a large size 75 gallon not every company can handle.
Deans Plumbing sent Eric out to do the work and we could of not ask for a better Plumper or person. Expensive but great service.
Will never use this company again, had them come out to replace a sub pump for my parents as their basement had flooded. They are way over priced and robbed my parents for 1241.00 He was there for an hour and never left any information regarding the pump he installed. The service tech was nice and friendly but never informed us of any prices or if we had any options before installing anything. I would never recommend this company to anyone ever.
My wife was home alone at night while I was at work when our water heater burst on March 10. She called Dean's Professional. A plumber presented what he described as the only two options for heating prices: approximately a $4,000 option versus a $6,000 option. She opted for the $4000 option with the installment of the new heater finishing on March 11. I contacted online support on March 14 to discuss the egregious pricing compared to another bid of only $1,300 as I felt situation was taken advantage of regarding my wife home alone at night. I also discussed that a receipt had not yet been provided. A receipt of the purchase was then finally provided on March 15. I continued to make mulitple calls to Dean's and it was difficult to talk to anyone at the company who had authorization to handle my complaint. After receiving the receipt and noting the 3 day cancellation policy in the contract, I informed Dean's I wanted to cancel this purchase. This was completed within 3 business days in accordance with Minnesota's Home Solictation Sales Act. The cancellation has since been dragged out. I have called multiple times a week and have repeatedly not been able to talk to anyone who can handle the situation except on two ocassions (3/21 and 3/28) with the bottom line being the charge will stay at $4,000. It has been over 10 days since I cancelled the purchase I have still not been provided a refund nor have they informed me when they plan to collect the water heater.
We were called out to the customer's home for an emergency call on 3/10/19 at 8:15 pm due to the customer's water heater having burst and leaking all over their basement. Our plumber arrived at 8:45 pm, assessed the situation and provided the customer with 4 options. Option number 1 (Basic Option) was to install a customer supplied water heater the next day for $1,161.00. Option number 2 (Better Option) was to install a 50 Gallon Power vent water heater with a 6 year warranty for $3,104.02. Option number 3 (Best Option) was to install a 50 gallon Power vent water heater with a 10 year warranty for $3,965.18 . Option number 4 (Ultimate Option) was to install a tankless water heater for $6,661.00. The customer chose to go with option number 3 (Best Option), the 50 gallon Power vent with a 10 year warranty. In addition the customer elected to have the water heater installed that night, which involved paying to open up a supply house for emergency rates and having the water heater delivered immediately. While discussing the options with the customer our plumber, Nate, called me to update me on the situation and ask if it was okay that he stayed that late to take care of this for the customer and estimated that he wouldn’t be done until at least 1:00 am. I suggested that we wait until the next day to have it installed, however, the customer insisted on the immediate installation because they had a busy schedule the next morning. The customer accepted the estimate and signed the invoice at 9:33 pm on 3/10/19 and paid for the installation at 9:36 pm on 3/10/19. Nate stayed until 1:25 am in order to finish the installation at the customer’s request. The customer then sent a chat correspondence at 9:30 pm on 3/14/19 asking for a price breakdown, however, not requesting a cancellation. We did speak with the customer and tried to explain that the labor for actual installation of the water heater is not something that can be cancelled. The customer was given several options, including installing a water heater that they would purchase themselves the next day, however, since they considered this to be an emergency situation they elected to go with not only the installation of the water heater we provided, but the water heater with the upgraded warranty. All this being said, if the customer would still like to return the water heater we are willing to remove the water heater and reimburse them for the cost of the heater, however, we would still need to charge for the service of the installation of the water heater and for the labor to remove the water heater and the permit that was pulled. Please let us know how you would like us to proceed.
Thank you,
Stephanie ***
Controller
I am rejecting this response because:
Dean’s refused to grant the refund offered
I called 4/9, 4/10, and 4/11 to discuss the logistics for returning the water heater and getting the refund. When I finally heard back on 4/12, Dean's refused to do so. I was informed they would no longer honor this arrangement and were done with the matter. They would not provide the refund because I "wasted more of their time" by involving the Revdex.com and I used “round about ways” to do so. Based on this response and Dean’s prior submission, I have attached a detailed timeline of events following the purchase. I have also included a telephone log highlighting my calls in green and Dean’s calls in red. I believe this log irrefutably shows the lack of communication on their end and almost intentional delay dealing with this matter. I was informed at the end of most calls that a message would be left for someone and they would call back – this was obviously not the case based on the call log. I believe the attached explanation of the timeline of events and the call log affirm that I was both prompt and direct in trying to reasonably mediate this issue prior to any involvement of outside parties such as the Revdex.com. Per what I was informed, these calls are recorded for quality purposes.
In short, Dean’s Plumbing has now disregarded the refund policy of Minnesota’s Home Solicitation Act and has reneged on an agreement offered via the Revdex.com complaint hub. I have also included a copy of the yelp reviews of Dean’s for reference – suggestive of a pattern of the quality of behavior I experienced. Although I have not personally vetted these reviews with each customer, the consistent comments reinforce that the advantageous price gauging, confusing cost breakdown and poor communication were not a one-time event but are a consistent practice in exploiting consumers.
Please let me know the next steps in how I should proceed. Thank you.
The Home Solicitation Sales Act only applies to actual home solicitations. Meaning, if we were to have called the customer or knocked on their door offering to sell and install a water heater. However, in this case, the customer solicited our services directly for emergency services. This being said, as previously stated in the last response, we will agree to remove the water heater. There will be charges for the labor of the original installation and removal of the water heater and the permit that was pulled. Please let us know how to proceed. Thank you.
Every six months they call to set up a courtesy appointment as part of the membership plan. However, every time they come they find some thing that needs to be fixed. At this time, I called because they had installed a humidifier less than 2 years ago and it was dripping. The associate reviewed the humidifier, found a broken part and fixed it. He charged over $500 for a problem that was installed by them. The company doesn’t provide a serious and reliable service because they are always finding issues in things that were installed by themselves. I feel Deans take advantage of people who doesn’t understand about the services they provide and doesn’t truly fix the issue so they can always come back and charge more for something that should be fixed. I am cancelling the membership and don’t want this business entering my house ever again.
Joke of a service. Completely unprofessional with customer care. Refuse to come back out to finish a job we have already paid for unless we pay extra even though we are deans members! Told to do it ourselves . What a crap membership . Would NEVER work with them again. Will HIGHLY recommend to others to never work with Deans either. Their employees bash the guys who are master craftsman, plumbers, electricians , etc who own their own business. Talking how superior Deans is and others driving up in “ rusty old vans” might do a decent job but not as good as Deans. Complete rubbish. They recommend buying your own materials but penalize you when you do. They’re all smiles and helpful until they need to go the extra inch then it’s pay us loads more. Disappointing management , stubborn, unwilling to explain with good argument and do not take care of their customers. Not where it counts. This companies customer service sounds wonderful and executes total rubbish. Will never work with them again.