Complaints

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:03/15/2025

  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.

  See attached form and word document for specifics. I can provide more pictures if necessary; I have about 50. Genesis has recently contacted me saying that they finished the job. They did not.

  

  Business Response

  Date: 04/01/2025

  Genesis has not been paid on this project.  Our team has worked hard to satisfy Ms ************ Even returning last week to continue to attempt to make ************************* We have also reached out to schedule another visit for additional non contracted work.  We agreed we would do this requested non contracted work if Ms ***** would sign a document verifying that we advised against it and she would be responsible for this request.  Still waiting for a response.

   

  Genesis prides ourselves on our outstanding reputation working with homeowner partners in **********  Please call us at ************ and see how we can wow.

  Customer Answer

  Date: 04/02/2025

  Genesis has not completed the contracted work yet and has not said when it will be completed.

  

  Business Response

  Date: 04/16/2025

  To Whom it may concern,

  Genesis has made countless attempts to resolve this issue.  We have performed this 4 additional days of work in good faith that ****** is a good person.  

  ****** is refusing to pay us for our work and demanding non contracted items be done and done for free.

  From time to time in business you run in to a customer who refused to be logical or allow satisfaction.  This is what has happened here.  We are left with no choice but to submit a lien and pursue a judgement.  We will absolutely speak with ****** if she reaches out with an offer to settle our differences prior to our receiving a judgement in our favor.

  Genesis wishes ****** luck.

   

   

  Customer Answer

  Date: 04/16/2025

  Genesis has still has not completed the contracted work and they have not done any not contracted work.  The completion date was February ******. They continually ask for more money before they have finished the contracted work. I would like to have my house finished and look like it was done by professionals, which I thought I tired.

• Initial Complaint

  Date:03/05/2025

  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.

  Throughout my experience with the company, I have encountered numerous issues that have caused significant frustration and inconvenience. Initially, the salesman claimed that the stucco and some wood required replacement and that cracks needed to be filled. These areas were simply painted over. misleading information to secure my business. When I requested to exit the contract before the job fully began, three Genesis employees showed up at my door, pressuring me to continue with the work.The first crews work was subpar. They painted over visible flaws without proper repairs, leaving visible paint under the topcoat. They damaged both a ring light and a $300-lock on my front door. The crew also got paint on the concrete and washed painting supplies off over mature flowers and plants, leaving them stained. My house going up for sell in a few months. The second crew turned out not to work directly for Genesis as promised by the salesman, had to return multiple times due to incomplete and unsatisfactory work. They left bubbles in the paint and failed to cover specific areas properly. I was compelled to take time off work to monitor both crews progress, as the project manager only appeared after I complained. To make matters worse, one worker smelled of weed and was visibly high during the job.The ring light was later replaced, a gap was left between it and the wall, which allowed rainwater to seep into the wall and over electric wiring. I ended up reinstalling the camera, addressing the caulking myself due to rain intrusion, and now have to repaint once the weather permits.I was asked to sign off on completion before all the issues were adequately addressed. Overall, the quality of work was far below professional standards, with inconsistent execution that did not justify the high cost of the services rendered. This experience wasted my time, money, and also jeopardized my home's resale value and my trust in their services.

  

  Business Response

  Date: 03/07/2025

  ********, Thank you for taking the time to discuss your concerns with your painting project.  I apologize that our team did not meet your or our expectations.  This is not acceptable.  I appreciate the opportunity you provided for us to resolve your concerns together.

   

• Initial Complaint

  Date:11/25/2024

  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.

  Our manufactured home was painted by Genesis on 4/2024. We paid $17,700.00 total for the job. Job scope paint entire home and shed with colors chosen in Texcote paint. On two sides of the home and the one wall of the shed it has splotchy areas where they touched up after spraying and you can see everywhere they touched up. They came out after we called them and complained about the areas. Genesis came out and sprayed touch up on those areas and now it looks worse. I suggested that they spray the whole areas again but they refused. We have made countless calls with no return calls to remedy this situation as of 11/25/24. We have pictures but can't upload them to you on this computer, but we could text pictures if desired.

  

  Business Response

  Date: 12/03/2024

  Hello ****,

  Thank you for choosing Genesis for painting in **********  I have no reference point for your statements.  We will get to work immediately on looking into and addressing your concerns and earning your happiness with your project.  **** ****** will be reaching out to you today on the phone number we have on file and looking to schedule an evaluation.  Please call us at ************ and ask for **** or **** if you miss his call or just want to expediate service.  

• Initial Complaint

  Date:07/30/2024

  Type:Product 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.

  Dear Management, I am writing to express my extreme dissatisfaction with the behavior of a sales representative named ******, who works in the ***** **** neighborhood. On 7/30 around 5:30 PM, Mr. ****** repeatedly rang my doorbell and knocked on my door, causing significant disturbance. I have video footage of this incident to corroborate my claim. It's important to note that Mr. ****** is neither a process server nor law enforcement. Why does he have to knock twice and ring the doorbell twice. This disturbed a conference call. Furthermore, Mr. ****** inserted a flyer between my door screen, which is an unwanted intrusion into my personal space. I request that you address this matter promptly and instruct Mr. ****** to cease such disruptive behavior. Thank you for your immediate attention to this issue. I would contact the company, but they don't answer their phone, and their email doesn't work. Sincerely, Steve

  

  Business Response

  Date: 07/31/2024

  Hello *****,

  I left you a message at the number you provided to the bbb.  Your name and voice was not listed so I am not certain it got to you.  I wish you would have had the opportunity to meet ****** last night - he is an amazing guy!  Too bad we interrupted you at an inconvenient time.  I apologize this has caused you so much frustration.  We endeavor to make every homeowner partners experience a positive one and leave every one we meet better after we leave then before we arrived.  We always answer our phones Mon - Friday 8am to 3pm at *** *** ****.  Feel free to call back to discuss any more.

  *** *****, Genesis is here to help.  We are *** *****'s leading remodeler.  We will have spoke to over ********* families by the end of the year and installed over 1,100 home improvements.  Check us out to see why the leading manufactures and the padre radio network all choose to partner with Genesis and our *** ***** customers.  Please call us at *** *** **** and let us start helping.

• Initial Complaint

  Date:07/02/2024

  Type:Product 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.

  As an octogenarian, I could not photo the balance of the remaining exterior work per GHI request. Therefore, we have a "standoff;" I'm asking for a professional and workmanlike completion of the project. Not abandonment.I wish I had checked with the BBB complaints before the contract.My alternative is to have a handyman finish the job, assuming sufficient product remains, and make my views available to others.

  

  Business Response

  Date: 07/03/2024

  Hello ***************,

  I apologize for your perception of events.  I show a 5 star signed completion from 6/29/24 and was unaware of any outstanding work.  In a review of your project and discussion with our Genesis team I was made aware that we received an email on Monday 7/01/24 stating that you had, If I am informed correctly, your son noticed an area of railing that was not painted and a hose was left out.  We responded requesting additional information via email on 7/01/24 so we could expediate any qualified service work and it appears we received no response back.  Now it is Wednesday 7/03/24 and we receive a complaint.  We will call today and schedule an appointment to come look at the work requested, evaluate, and set up a follow up appointment to come complete any qualified service work.  Please call us at ************ if we miss you or you feel your concerns are not being addresses promptly and sufficiently.

  Genesis in a very successful local company that works with a large number of San Diego homeowner partners to facilitate a new beginning to their homes.  One of the advantages of working with Genesis is I personally have updates on almost all of our projects and knowledge of any challenges.  Our Genesis team welcomes challenges and prides ourselves on overcoming them and finding satisfactory solutions to our partners and sticking with them until they are happy.  This is a sign of a great company.  I look forward to finding your solution here.

• Initial Complaint

  Date:08/30/2023

  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.

  March 2023. They removed the roof on a Monday, leaving a few OLD and used blue tarps covering the roof NAILED THROUGH THE FASCIA BOARDS and then it rained for two days. Water poured into the kitchen and garage for two days until the garage ceiling fell down in places and the rain stopped. they fixed the water damaged ceilings in the garage but did not repair the water damage to the kitchen ceiling and have left hundreds of nail holes on the fascia without gutters.

  

  Business Response

  Date: 09/07/2023

  Thank you for the opportunity to discuss and address your concerns.

  I apologize for any delays you have experienced getting serviced.  As I understand It we are scheduled to complete the items you have requested before you need to leave.

  Our team appreciates your decision to partner with Genesis for your project and the chance to make you happy.

  Please call Genesis at ************ if we can help with anything else.

• Initial Complaint

  Date:08/09/2023

  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.

  There were two contracts with Genesis Home Improvements: 1 for roofing, 1 for painting my house. Both sales pitches stressed the 50 year lifetime warranties: 1 from ***** Corning, 1 from Texcote Cool-Tex. The warranties were of paramount importance to me. The roofing contract was signed on Nov 10, 2021. The roofing project was completed and I paid the full contract price by check. I have NOT received the ***** Corning warranty despite repeated requests. I spoke with an ***** Corning representative who informed me that GHI failed to register the product and work but acknowledged that such a warranty was available. As a result of GHI's failure, I do not have the warranty promised.The exterior painting contract was signed on Jan 5, 2022. Painting was completed and I paid the full contract price plus $2000 for an addendum. I have NOT received the promised warranty for this work/product. I spoke with a Tex-Cote representative who indicated GHI registered the product. GHI was to then provide the warranty to me - the contractor was responsible for providing the warranty to the customer.I am pursuing this matter now rather than earlier because I have been distraught over a phone conversation I had with ************************, GM for GHI. He was verbally assaultive. As a senior single woman, the phone call was deeply disturbing. When I have texted GHI about this situation I have been told to call their phone number to get assistance. Because of the prior horrible conversation and ***'s lack of honesty, I am unwilling to speak to anyone at GHI and have repeatedly requested GHI to provide me with the warranties as I want everything in writing. By text I asked for the name of the person who could deal with this matter so that I could finally settle the warranty issue. GHI's response: "Please reach out to ************ I'm not able to help with this matter any further." The contracts have been completed BUT FOR the warranty issues brought on by GHI failure to act.Thanks

  

  Business Response

  Date: 08/15/2023

  To Whom it May ****************************** refused to address any concerns with the proper procedures in our office. 

  1.  We disagree with her description of events.

  2.  We still want *************** to be happy.

  3.  I have personally checked our files and made certain the texcote warranty was sent again to *************** email.  We also registered a new warranty for **************** roof and provided her email for this to be sent direct from ***** Corning.

  4.  As this was *************** only request please verify that it is done and close this matter.  I suspect that even though we have verified and completed her request she will say she "does not accept" or make a new complaint or negative statement.

  Please call ************ for any needs.

   

   

   

  Customer Answer

  Date: 08/16/2023

  I have requested that my name on the Tex-**** warranty be corrected. I received it today but is missing the name of the *** representative. I have also asked that *** contact Tex-Cote with the corrected name. 

  Only if this is accomplished, I will consider the BBB complaint completed.

  I do not relinquish any of my rights to provide my experience with *** to other sources. 

  The reasons for not calling in -- their office procedure -- is well documented: abusive conduct by GM ************************ 
  

  

  Business Response

  Date: 08/22/2023

  ******** is again misrepresenting.

   

  BBB, Simply look at ********** initial request.  It was handled in full.

  Now she has another request. This is her pattern. Texcote her house.  Now she doesn't like her trim color.  Texcote the trim a new color after an agreed and signed 2nd contract and new agreed payment.  Doesn't want to pay after done.  Ask for payment.  Calls us abusive.  We continue to step up every time and perform and ******** is never happy. 

  ******** receives another copy of her warranty from last year - She does not want the * capitalized.  Here we are again, for no reason at all, requesting tex-cote to change the name.  Tex-cote Changed the name like ******** requested.  Now she seems to think that the name that texcote changed on her warranty was not done by them?  It was.  Then ******** wants it signed by Genesis.  Texcote does not require this.  

  We have met the original request.  ******** will never be a happy person.  I fully expect her to find another reason she is unhappy.  

  BBB - Genesis honored her request.  We made texcote aware and they have changed the name for her.  

• Initial Complaint

  Date:03/17/2023

  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.

  This complaint is in Regard to Roofing Installation issues with Licensed *************************** Genesis Home Improvements (License # ************* of Dispute: Faulty workmanship leading to multiple home damages, performing work that the company does not have a contracted license for, and abandoning project despite warranty terms.Genesis Home Improvements Roofing Installation Contract date: 3/11/2021, New Roofing Installation Completion Date: 3/3/2021, Additional work (due to improper installation of flat roof and missing flashing that caused a leak in home): 4/29/2021, Additional roof repairs (due to faulty workmanship and missing flashing) 1/18/2023, Installation of chimney cricket flashing (that was never installed during initial roofing installation): 1/31/2023, Refusal and work abandonment date: 2/7/2023. Amount paid to Business (Genesis Home Improvements): Roofing System Installation price $24,400.00 and TexCote Coolwall Exterior paint project price $14,000.00. Genesis Home Improvement committed to provide a completely new ***** Corning Roofing Installation under written contract with extensive warranties and Coolwall Exterior painting of entire home under written contract and warranty. Genesis Home Improvements has refused to resolve roof repairs that were incorrectly installed and parts that were missing that have led to extensive damages to my home. Genesis has also abandoned work project (leaving exposed wet interior drywall and hole, wet plywood, and exposed roof openings, and leaking roof that has caused flooding in home that has been diagnosed (by a licensed contracted water restoration company) as category 3 water that is grossly contaminated and can contain pathogenic, toxigenic, and/or other harmful agents. Water ******************* has confirmed leak from roof and has exposed damages inside the home. All supporting documentation can be provided.

  

  Business Response

  Date: 03/20/2023

  ***** knows this information is not correct.

  Genesis installed this roof correctly.  The flashing is clearly visible in the side profile pictures presented by ***** herself.  There is a cricket built to divert the water.  The Chimney is leaking through the areas of deterioration.  Genesis performed a water test in *****'s presence and there was no leaking.  We then moved the hose to the chimney and it immediately leaked.  We were not contracted to repair the chimney and this is not part of a roofing job.  We guided her to have a chimney company come out and do the repair work.  We were also made aware that the chimney was referenced  during her home purchase.   We additional guided her to call a leak detection company to establish where the leak was.

  However, ***** called out a roofer and told him it was leaking and he made an observational suggestion based on her contention the roof was leaking.  Did this roofer perform a water test?  I do not see this provided.  Then she called out a restoration company that has taped off and torn out drywall in an attempt to run up the maximum possible charges, not a leak detection company to make a factual judgement on the cause.  Look at the outline of the tape.  Look at the color markings on the insulation - wet where the it touched the chimney only.

  We roofed and coated this house professionally.  There are additional challenges with this house - specifically a deteriorating chimney that allows water penetration with wind driven rain and/or pooling,  These are not roofing issues.  This is a fairly straightforward and easy fix.  In this business you sometimes run in to whole house warranty people.  Those that decide because you performed one service you now need to service everything else on the home.  Fix your chimney.

   

  If you want to discuss this further feel free to give us a call ************.

• Initial Complaint

  Date:09/14/2022

  Type:Order 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.

  Genesis Home Improvements sent a salesman to our home after viewing an add on cable TV regarding the quality of work, Using special paint that only can be applied by trained employees of Genesis and they do not contract out work as this type of work must be done by their own employees that TeXcoat requires. That extra care to dig around the property to for power washing. After the job was approved these are all the issues that arose.1. They did not dig around the property as described in the sales pitch and contract. I had to make them stop work perform the items as they promised. If I was not there they would have lied and said they did it. 2. Because of the above issue I paid more attention to discover that the paint crew they had was just on the job for 2 weeks and are not Genesis employees and have zero ******** from TexCoat the high end paint that we were sold.3. The said paint crew took paint from my project and used in on another project and they ended up short on my project and ended up complaining that they did not order enough.4. I have payed off the project and I have yet to receive the release of lien and a completion of the contract receipt. 5. Lifetime warranty sure sure ....will someone even return a call....They lied thru the entire project and during the sales pitch I had to hold them continually accountable. Terrible experience I would like to complain to TexCoat as well as they missapply and represent their product.And the audacity of the salesman to call me after 2 months of the project disaster to tell me he has moved on to another job and would like to sell my home as he has moved on to real estate. People should be aware of the lies and people this company surrounds itself.

  

  Business Response

  Date: 09/15/2022

  ******,

  I have reviewed your comments.  I called and left a message at both numbers I have been provided today.  I show this work was completed and a completion form was signed on 5/25/21.  I also checked our records and do not show any calls or service requests.  Please call us at ************ if you have a service request related to the scope of your contract.

  I remember the challenges of your project - you were roofing with another contractor at the same time.  

  In an effort to answer your concerns;

   

  We disagree with your general disparaging comments, will not get in a back and forth, and point to our outstanding reputation with Texcote application and your signed completion.

   

  Release of Lein - Your project is paid and complete.  We do not preliminary lien our customers projects.  I see your concern and will mail you a lien release because of your request.

  Contract receipt - Your contract was completed upon signature and satisfactory payment via contract.  Your lien release will act to verify your project is paid in full.  

  Lifetime warranty - Your coating project is registered with tex-cote and your material warranty is in effect.  If you have a service in the first 5 years you would call Genesis at ************.

  will someone return a call - We pride ourselves on customer service.  I do not show ANY calls or service request.  You must submit a request via phone call to ************ if you have a service request related to your completed contract.

  This is the first time we have heard anyhting from you in almost 16 months.  You did not call us - the first thing you do is contact the BBB - to each his own.  

  Call us if you have a service.

   

• Initial Complaint

  Date:06/28/2022

  Type:Service or Repair 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.

  23 May 2022 with sales team of ********************************* and *** entered into a contract for new roof. $1000.0 paid by credit card on this date, 5/24/2022 **** project manager came to collect the $7500.00 by check and again walk the project. Project was scheduled for 2nd and 3rd of June 2022. The 2nd of June no one came and I called and was told I was the second on the list for after 1pm on tear off. At 1 pm my roof was taken off and material deliver for a new roof. **** Pro. Man showed up and requested an additional $3500.00 as they did not look for a second layer of shingle. I refused and *** was sent out and we settled on $1200.00 as at this point I had no roof and material. 3 June 2022 no roofer showed up, called and **** called back and said the first job was taking longer they would be there. At 3 pm **** called and said they would not but would be there on Saturday 4 June 2022. I said I am up early and he said ok. **** / Project Manager never came out or called. One roofer came after 7 am and two others after 8:30 am and 9:00. Roof was on by 5 pm. No ****.On Monday 6/6/2022, **** came at 12:30 to collect the check for $17,500.00 and he finally reviewed the project, did not provided the 50 year warranty certificate (said it will by email in two weeks) (still not received).I questioned the inspector and **** called his supervisor and said *********** would email them in two weeks when they were coming. Call ******************* on 6/28/2022 to find out no permit for address or inspection was filed for. **** also called his supervisor on my question of the nails in the overhang and they would come out in about three weeks to paint. That has never happened and I have not been contacted. Today I disputed the $1000.00 payment on a credit card to get their attention as I have not had the project completed and I paid cash and they waived the BBB rating in the sales and contract.