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:07/03/2024

  Type:Sales and Advertising Issues
  Status:

  UnresolvedMore 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 purchased a condo from Generation Development last year, 2023. Prior to closing on the condo in June 2023, I did a "punch walk" inspection with a third party in May 2023. The subsequent list of agreed upon repairs was forwarded to the builder, Generation Development. As I write this in July 2024, there is still one item outstanding from my original punch list. 13 months with no resolution. The item is a request to clean some very bad glue stains left on our wood floors - there was wet glue dripped on the floors during construction, which was allowed to accumulate dust and dirt and then dry, and now has left bad stains all over my condo. I do not believe this should take 13 months to resolve. Additionally, I have a one year builders warranty with Generation Development, and over the last year I have added other warranty items to the list to be fixed. Recently, the repairs have come to a grinding halt. I have 14 open items and I have not received any communication from Generation in weeks. I have one item that I was told would be completed the week of 3/25/24, and not only was it not completed, but I haven't had any update since. I do not believe Generation Development is honoring the Builders Warranty.

  Business Response

  Date: 08/10/2024

  Thank you for reaching out. I 'd like to clarify a few items.

  1)******************** has no contract or service agreement with Generation Development. ******************** did purchase condo unit in July of 2023 from GS Lafayette LP. Generation Development is a management entity I am a member of.

  2) ******************* emailed me his concern regarding open warranty items on July 3rd. I responded within 2 hours and offered to meet with him on this topic. ******************* declined to meet.

  3)Following *********************** email on July 3rd my team responded with a detailed response to his current open warranty items on July 9th (attached). We are sorry that ******************* felt we were unaware of the issues or not responding to them.

  3)******************* has notified us of a handful of warranty items during his first year of ownership. Those items and status can be found on the attached log. We have closed or addressed 20 items. There two items open that we are monitoring and five items that are scheduled to be complete in the next few weeks. There are three additional items that are under review. ******************* has access to the warranty portal where this information is updated and communicated. I believe *********************** concern was that on 5/13/24 he identified 15 new warranty items. It took some time for our team to address these items and for that we are truly sorry. I only wish ******************* has called or emailed me to voice his frustration so we could bring attention to the item that were approximately 1.5 months old on July 3rd when did email us.

  4)Following our email follow up ******************* confirmed meeting times for our warranty team to meet him at home. Unfortunately, ******************* later canceled these meetings due to schedule conflicts on his part. ******************* was available to meet on 8/1 and our team walked through all of the open items with him.

  Again,  I offered to meet with ******************* on this issue when he raised a concern and he denied to meet.
  

  Thank you for the information.

   

  Customer Answer

  Date: 08/15/2024

   
  Complaint: 21940010
  
  I am rejecting the response from *************************, head of Generation Development. Since I opened this complaint, the only meaningful action from Generation Development was to send someone to walk through my home to review all the open items. However, this was only a review. There have been no items resolved since that time, and I have also not had any follow up since then. To be clear: absolutely nothing has changed since opening the complaint except someone walking through my home and confirming all the things that need to be fixed. For this reason, I am rejecting the business response.

  I would also like to clarify a few items.

  *************************, head of Generation Development, states in his response: I only wish ******************* has called or emailed me to voice his frustration so we could bring attention to the item that were approximately 1.5 months old on July 3rd when did email us. (Typos in the statement are his, not mine.) In fact, I did email *************************, head of Generation Development, and the Generation team, multiple times, to make them aware of the 15 new items. On May 13th, immediately after opening the new items,I emailed the head of Generation Development and the Generation team to make them aware. After not hearing back for over a week, I emailed the head of Generation Development and the Generation team again on May 22th, saying: When can we expect to start having work scheduled? There was again no response, so on May 28th I emailed the head of Generation Development and the Generation team again, saying: Can I please have an update on this? I finally heard back, and the response from the Generation team was: We are working through this on our end, and getting the Subcontractors scheduled. As you know, this does take a little time. I will send you an update soon.  I never got that update, and after waiting for over a month, I opened this complaint.

  It is true that I declined a meeting. This was due to an unpleasant incident that occurred between myself and the head of Generation Development. After sending an email on behalf of all residents asking for better security measures due to a break-in and theft in the building, the head of Generation Development came to my home unannounced. He banged on my door, and after I answered proceeded to threaten and yell at me. There were several witnesses to this event. For this reason I did not feel comfortable meeting because of the head of Generation Development's reactions to me raising issues in the past.

  Lastly, I want to highlight the first response I received from the head of Generation Development on this issue on July 3rd:  Your unit is great and I am sorry you dont see it that way. That is the response from the head of Generation Development to a customer reaching out with a complaint, and it is profoundly disappointing. 

  As I write this on the afternoon of 8/15, nothing has been resolved since July 3rd. I must reject the response from the head of Generation Development. 

  Sincerely,
  
  *************************

  Business Response

  Date: 08/29/2024

  Thank you for the information. GS Lafayette LP and General Contractor (Team) on the project are disappointed that ******************* remains unsatisfied. They have attempted to resolve his issues but he has been unavailable to provide access. They have now attempted to reschedule this work several times. Each of the schedule dates set with ******************* to address the work have been cancelled by him.

  1)Please note ******************* has no agreement or contract with Generation Development. ******************* purchased his home from GS Lafayette LP.  Generation Development is not a member of that entity. 

  2)*********************** response is inaccurate. After *********************** notice to our team July 3rd the Team scheduled a team member from the General Contractor to meet with ******************* on 7/25 when ******************* identified he was available. ***************** was then unavailable and cancelled this meeting. It was rescheduled for 8/1. This meeting did occur as confirmed by *******************. The General Contractor's team member met with ******************* to review his concerns. At that meeting they set a date of 8/22 to address the 8 items open items. The morning of 8/22, ******************* was not available. He stated "he was not sure we were coming" to the General Contractor's team member and they needed to confirm with him the day before which was not discussed when they set the appointment. At that time he cancelled, this work was then rescheduled for 8/29.

  There are 11 open items of *********************** original 14 item list. 3 of the 11 items are "Under Review". These items have been found within industry standards but we have offered to have the installation subcontractor review as well. 

  Unfortunately, if the Team cannot access his home they cannot address *********************** items. The Team will continue to try to find a date he will be available.

   

  Customer Answer

  Date: 08/30/2024

   
  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.

  We finally had some work done on punch list items on 8/29. I would encourage Generation Development to follow their new process and monitor WarrantyCore - I posted notes on 8/21 asking if work was still happening on 8/22. I never heard back.

  Excerpt from email sent by Generation Development to owners on 7/26:

  "Dear Arbory Owners,
  We recognize that the turnaround time and lack of communication regarding both the punch list and WarrantyCore items in your homes has not been up to our companies standards. We have changed our process so that the management team now reviews the open items twice per week with our field team. At these meetings we will be updating notes and status in ************. For any open items that you have questions about please first log into WarrantyCore and review notes that our team has added you can expect to find updates in the system on Wednesdays & Fridays."

  8/21 was a Wednesday, and I was hoping to get a response to my question then. Even on Friday there was no update indicating the reschedule. If you advertise a change in process, you need to actually do it. I followed the process outlined, and Generation Development did not. 
  
  Sincerely,
  
  *************************

  Customer Answer

  Date: 10/25/2024

  On August 30th, I accepted the business's response because they completed a majority of the work on my new condo under the Limited Warranty agreement I have with the business. 

  Unfortunately, the business is now refusing to complete the remaining work, and is not honoring the Limited Warranty. 

• Initial Complaint

  Date:07/03/2024

  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.

  I purchased a condo from Generation Development last year, closing in July 2023. It is a new building, and is still under Declarant control due to lack of units sold. Generation Development has a majority of *** Board seats (2 of 3) and is the Declarant. ************************* of Generation Development acts as the Board president. The building is equipped with Latch access devices at most doors. They are Bluetooth devices that allow the user to open the door with a phone or key card. The devices are necessary to access all main areas of the building: the lobby, the parking garage, and each individual condo. There is no alternative access option, like a physical key - it must be through the Latch device. As a result, it's critical that the *** Board secure a robust service agreement with a Latch vendor to ensure timely repairs and maintenance to the devices. About a month ago, the Latch device for the main lobby broke. This device is unique to the building, and serves as an intercom, allowing residents to remotely open the lobby door for deliveries and guests. Due to the broken intercom, deliveries to the building are failing. It has been broken for over a month. Because of this, I do not believe our building has an active service agreement with a Latch vendor. This puts all our residents at risk should a Latch device, like the lobby intercom, fail. A resident could be locked out of their home with no recourse and no timeframe for remediation. As a pet owner, this is an incredibly worrying scenario. The business Generation Development, and *************************, are failing in their duty as Declarant and Board to provide reasonable maintenance and repair to a critical building feature, which controls access to all parts of the building including residences, by not having an active service agreement with SLA with a Latch vendor.

  Business Response

  Date: 07/31/2024

  Thank you for reaching out. I 'd like to clarify a few items.

  1)******************** has no contract or service agreement with Generation Development. ******************** did purchase condo unit on 2023 from GS Lafayette LP. Generation Development is a management entity I am a member of.

  2)******************** as an owner in the building is a member of The *********************************** I serve as the declarant and Board member of GS Lafayette LP.

  3) ******************* reached out to me as a Board member and part of the development team  about his concerns on July 3rd. We exchanged a several emails per the attached chain on July 3rd and 4th. I offered several times to meet ******************* to address his concern but he declined and said a meeting was not necessary.

  The issue of concern building's access control directory not functioning at the building entry. This issue was reported to the 3rd part property manager the week prior around 6/23/24. The property manager had ongoing troubleshooting with the access control manufacturer Latch to address the issue. Owners in the building could still access the building and their unit. The only feature that was not available was the directory. Owners could still buzz in a delivery if the delivery service contacted them. No doubt the directory not functioning was a unfortunate and an inconvenience. The property manager was working daily to resolve the issue. The issue was finally resolved on July 17th with the help of a new vendor the property manager reached out to.

  4)******************* concern over an active service agreement is a ****************************** concern. There is a line item in the budget for this. There is not an active service agreement and one is not required by Latch. There is an annual software agreement and that agreement is current with the Association. The Board decided it was in the best interest not to pay the service agreement as a vendor could be contracted for work on as needed basis. This will be addressed in the next Board meeting to confirm if this is still the best strategy.

  Again, I want to confirm that at no time was access to an owner not available. I offered to meet with ******************* on this issue when he raised a concern and he denied to meet. The issue has been resolved. ******************* has no direct contract or service agreement with Generation Development. I am truly sorry that he was inconvenienced by the system malfunctioning we did everything in our power to get is resolved as quick as possible.

  Customer Answer

  Date: 08/01/2024

   
  Complaint: 21939916
  
  I am rejecting this response because:

  *************************, in his response, accurately assumes responsibility as Declarant for the Arbory Condominium and President of the *** Board. I opened the complaint against the business he owns, Generation Development, because I believe he is failing in the stated capacities as Declarant and *** Board President. 
  
  *************************;response is disappointing and insufficient. He minimizes the issue, fails to disclose critical information, and does not provide an adequate remedy to the main issue highlighted in my complaint: that the *** does not have a robust, well-defined plan should a Latch unit fail.
  
  *********************** states that "The only feature that was not available was the directory. Owners could still buzz in a delivery if the delivery service contacted them." This is wholly inaccurate, and it's unfortunate that the Declarant and *** Board President doesn't know this. There was no ability to remotely unlock the door for a delivery person or guest. That is a feature of the intercom, which was broken.Someone had to physically be there to open the door. I personally missed several important packages because the driver could not access the lobby, and I know many others in the building did too. 
  
  ************************* also states that he asked multiple times to meet with me to discuss the issue, and I declined. This is accurate. I declined requests for a meeting and asked ************************* to provide details on progress for the fix, as well as details to a service agreement with a Latch vendor. I did not believe these requests warranted a meeting at the time, and I still do not believe they warrant a meeting in person. I also declined a meeting due to an unpleasant incident that occurred between myself and ************************* last year. After sending an email on behalf of all residents asking for better security measures due to a break-in and theft in the building, ************************* came to my home unannounced. He banged on my door, and after I answered proceeded to threaten and yell at me. There were several witnesses to this event. For these reasons I did not feel a meeting was necessary, or something I was comfortable with because of his reactions to me raising issues in the past.
  
  ************************* in his response states "...we did everything in our power to get is resolved as quick as possible." (Typo there is his, not mine.) I disagree with his statement. He states that they worked with the ************** despite the intercom unit not having been installed by the ************** but rather a Latch vendor.In fact, that original installer of the Latch intercom, a Latch vendor, refuses to work at our building because of an issue with *************************. Instead of immediately contacting another Latch vendor, ************************* and team delayed. 
  
  ************************* also stated in his response that ********** decided it was in the best interest not to pay the service agreement as a vendor could be contracted for work on as needed basis." Clearly this is a bad assumption, and an insufficient solution. If the Board was able to contract a vendor on an as needed basis, it would not have taken almost a month to fix the issue. 
  
  ************************* states "There is an annual software agreement and that agreement is current with the Association." An annual service agreement for software is useless in the case of hardware failures, like the one with the intercom. This does not satisfy the issue raised in my complaint. 
  
  I want to reiterate that the Latch system in our building is the single most critical feature - the units control access to the building and every home within. Regardless of past decisions, it's inexcusable that the *** does not have a robust, well-defined plan should a Latch unit fail. The intercom failing and taking almost a month to fix highlights the failure. ************************* in his capacity as Declarant and *** Board President is responsible for this failure, and subsequently the business that he owns, Generation Development. 
  
  Until there is documentation for servicing Latch unit failures that details points of contacts, vendor SLAs, and escalation paths, I must reject the business response.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:06/27/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  On June 6th, 2022, I also entered into a contract to purchase a new build at "The Arbory," a project from Generation Development. In all communications prior to contract signing, **** and ***** promised a late September delivery date. In August, they began saying that there were delays and the project would probably be ready by early November. Around September, they began saying it would be ready in December. In November, they said January, in January, they said March, in March, they said May, and in May they gave me two closing dates, only to cancel both. I have asked for my ******* money ($15k) back and for the contract to be terminated, because the unit was not delivered as promised (we are now 10 months past the original timeline). I truly believe that when I entered the contract last June, the sales team and development team were not operating honestly or in good faith. There is no way they believed that they could complete the project by October, and they lied to future homeowners in order to get their hands on capital from people who had dreams of homeownership. Instead, I was left without a clear closing date for 10 months now.

• Initial Complaint

  Date:05/10/2023

  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.

  On 6/6/2022 I entered into a contract to purchase a new build condo at "The Arbory," a project by Generation Development. In all communications (verbal, via email, and on their social media...these posts are still up), the team: ********************* and *********************, promised delivery late September/early October. Around mid-August, they began saying that there were delays and it would probably be ready by early November. Around September, they began saying it would be ready in December. In November, they said January, in January, they said March, in March, they said May, and in May they gave me two closing dates, only to cancel the appointments and not give any estimated timeline. I have asked for my ******* money ($24k) back and to be let go from the contract, because the unit was not delivered as promised (we are now 8 months past the promised timeline). I truly believe that when I entered the contract last June, the sales team and development team were not operating honestly or in good faith. There is no way they believed that they could complete the project by October, but they lied to future homeowners in order to get their hands on capital from people who had dreams of homeownership. Instead, we were left in transition and without a clear end date for 8 months now...and counting. In fact, they are still telling new buyers that they can move in by May 2023, but that is not true.

  Customer Answer

  Date: 05/10/2023

  The business (Generation Development) has agreed to terminate the contract and refund my money, so my complaint is resolved.