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:02/03/2025

  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.

  Mr ********* A ******* from Genesis Restoration kept $7199 from the $23,000 that was given to repair our house that caught on fire in December. He shamelessly autopay himself with the insurance money, Stating that we cancel the contract, a contract that he didnt even wanted to put a start date, He said many times that no money will come out of our family and until insurance approved his estimate, and that insurance will cover any expenses, but since we didnt wanted to work with him because he was acting greedy, didnt provide any estimates to the insurance, requested $23,000 without havent done ANY work, and cashed them right away, and he wanted me to sign an sketchy private adjuster contract and I refused to do it. When I try to stop the payment before 24 hrs, He threatened me telling me I didnt know who he was and that he was going to call the police, so hostile and unprofessional. My house still with damages no repairs were made by him, for him to keep $7199 from the insurance money. He send me a check for only $15,801.00 instead on $23,000. He knows the system and he takes advantage of people in distress. We stopped the job right after we gave him the money, same day without causing any harm to him because he didnt even turned in the estimate to the insurance. And still he felt entitled to keep that amount. One of his guys did came and installed 2 toilets and send another invoice for $1,500. We checked his records on line and also on the small claims court and he has so many complaints. He acted so unprofessional, greedy and dishonest, without any remorse knowing that our house is all damaged, and that we need that amount he kept from the insurance so we can finally start repairing our house. We please ask the BBB to help us resolve this matter. Thank you in advance for your help.

  

  Business Response

  Date: 03/03/2025

  Hi *******, like always I'll be very happy to answer some of the questions about this situation with Mrs. ********** complaint. First of all she is falsely accusing me for things that aren't true. I'd like to mention if she believes that she has a good case in her hands, why doesn't she hire an attorney and take our company to court. I've already sent this information to my attorney and he told me that he will be very happy to handle it for me. She is accusing me of being greedy, dishonest, and taking money from her and that is not true. In other words she is defaming my business and I. Here is a copy of everything that has been signed by her. As a business we never press people for money, but definitely always ask for half upfront as specified on the agreement line 14 of the contract. Secondly, she is accusing me that I never sent the estimate to the insurance adjuster when in the agreement top of the left corner it says very clear that we will do the job under the insurance price approval, however I told her that we will negotiate some supplements and Spartan Claims which is a private adjusting company, that were going to handle this part of the process. Also here is a copy of the document that she signed and in her complaint she is saying she didn't sign. As well, here is a copy of a check that she and I agreed to be refunded the amount of $15,801.00. It says very clearly on the bottom of the check that by cashing this check that she agrees to 15% for a cancellation of the contract. Also on the back of the agreement in line 12 it specifies that there is liquidated damage of 15% of the total of the contract. Another thing that you need to know is that her husband wrote me the $23,000 check and did it voluntarily, and the next thing I know that she tried to put a stop payment on the check, and when my bank called her to verify the check, she told my bank that she never authorized that check. Which is not true, that is her husband's signature on the check. I did a few repairs on the property under their authorization worth around $1,500.00, which I haven't been paid yet. She promised she was going to turn this invoice into the insurance company for me to get paid. She did give me a $500.00 deposit, so there is still a balance in my favor for $1,000.00. I am willing just to let it go like that, otherwise, I will send all of this information to my attorney and let him and the law handle it. Let me know if you have any other questions. 

  
  

  
  

  From, ********* A. *******

  - Genesis Restoration LLC

  Customer Answer

  Date: 03/04/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  Good afternoon, the bbb site its asking me if Im satisfied with the company efforts to solve this complaint unfortunately after reading his response I didnt see ANY effort at all from Mr ********* to solve this matter. First I found so very unprofessional, inconsiderate and irresponsible to wait a whole month to respond a complaint when he knows our house its damaged. We are all busy and Im a business person as well and when a situation comes up I resolve it right away because of high work ethics and its just the right thing to do. The reason why I havent file in court its because I want to give him an opportunity to make things right by his clients, of course attorneys are always happy to handle disputes like he mentioned but I believe we can come to an agreement before we both spend money on them. I really hope instead of paying an attorney he pays it back to the family that needs it to repair their home.
  Attached is an email in Spanish where he mentioned clearly sign the contract you dont have to pay any money. He told me in person and over the phone and in an email that our family will spend no money at all. He said some companys are to help the insurance but my company its to help your family and went and kept $7,000. The same day he got the $23,000 check we spoke to him and ask him not to continue because of the sketchy private adjuster contract he sent, before 24 hrs he was told to return that money, He saw our burden, our burned house he told us several times that the amount the insurance approved wasnt enough for all the repairs and then went and pay himself $7,000. Im attaching as well the contract I didnt wanted to sign with the private adjuster because insurance and mortgage didnt approve that contract. It says he can keep 25% of the amount from the insurance. Also the contracts that I did sign has the signatures at front at the bottom of the 1st page without letting people know that he has a hole back side full of lines affecting the clients. When I signed I never knew that, all he kept saying is dont worry youll pay no money. I did try to stop the payment on the check because I never approved that amount of $23,000 I specifically told him that my mortgage person told me to pay him small amounts at the time as he made progress with the repairs. Attached is the response from the insurance I just received, about the $1,500 he charged for temporary installing the toilets ( no repairing just a side gig before the repairs) they are only covering $742.21. He made 0 repairs on our house, invested less than 2 hrs at our property, for him to feel entitled to keep $7,000 but if after all of this he believes hes entitled to some payment Im asking him to please be fair and come up with an amount that doesnt affect him or us. And make the adjustments he needs to make this right for all parties involved. I have been contacted by a person that has a case against Mr ********* and Genesis Restoration but I told them I do not want to participate in any of this as I believe we can solve this, and I dont want to add another small claim at his company record or another bad review on line. Just Please be fair and forget this ever happened.

  Regards,
  
  ******* ********

  
  

  

  Business Response

  Date: 03/26/2025

  So, I would like to hear from you what you think is fair for you and what is fair for my company. You signed a legal document stating if the contract was cancelled later than one day from execution, fifteen percent shall be paid to the company as liquidated damages NOT as penalty. Both you and your husband agreed right there in your living room to pay the fees owed. You have continuously been falsley accusing me of things that I haven't done. I will not elaborate on any of those accusations at this time, but I have spoken to my attorney and he has explained to me my options for defamation. You still owe me one thousand dollars, so my offer to you is that I am willing to meet in the middle and I can refund you two thousand dollars which will add up to three thousand dollars total. I can deposit that amount immediately once you agree to my offer.

   

   

   

   

  Francisco from Genesis Restoration 

  Customer Answer

  Date: 03/27/2025

  Better Business Bureau:

  Good Morning, thank you for meeting me halfway on the resolution of this matter. I fail on turning the page on your contract, I trusted that ,that was it ,since the signature its at the bottom of the front sheet. And you fail on warning us that there were clauses we should had to be aware of, So we could put or initials or signature on the back page as well. Regarding the defamation no one knows about it but us, even with my disappointment I havent tell anyone or posting this experience anywhere and I was just telling my side of things in this experience on this site for you to know. 
  I wish you well to your family and business.

  To the Bureau, thank you, I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 

  
  
  

  Regards,

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