Complaints

This profile includes complaints for Genesis Home Improvement, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Genesis Home Improvement, LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Genesis Home Improvement, LLC

  101 E Marshall St Remington, VA 22734-9609

• 

  Genesis Home Improvement, LLC

  PO Box 648 Bealeton, VA 22712-0648

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:04/29/2025

  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.

  I incurred some damage to my garage during the last big storm (winter). State Farm recommended Genesis. I gave them a $3645.71 deposit on March 28th, 2025. Within a day or two, their project manager came to look it over. He told me they would be able to start in about two weeks. At about week three, I emailed ********* the person I had been speaking to about a start date. I have since left voicemails and sent more emails. The one time someone actually answered, I was told that the project manager would get back to me - that was last week. The customer service is terrible. I either want the project started, or I want my deposit back.

  Business Response

  Date: 04/29/2025

  I emailed him today letting him know the crews had an emergency, and it pushed their schedule back. I told him that as soon as they finish the 2 before him this week, he will be scheduled. I was also out for a week. 

• Initial Complaint

  Date:04/12/2023

  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.

  In 8/22 met with ***************** who walked thru the project with us. We are doing a whole home renovation along with an addition. *** had an engineer look at the area. Homeowner was present for the walkthrough with the engineer. The engineer determined that none of the walls were load bearing. We signed the contract on 11/17/22. Paid a deposit of $35,000 on 11/23/22. Since then, weve had nothing but issues with Genesis. There was no communication from them until we started asking for a timeline/update in late January 23. We could not get a timeline, start date or any information regarding the project. I contact the owners and received no response for weeks. First response back from ***, owner, was on 3/11/23. She also could not provide any sort of a timeline. We asked if, while we were waiting for the materials, etc. for the addition, could they please start on other sections of the project? Two weeks later, the new project manager, *******, shows up with 1 guy who worked less a couple of hours for 2 days. 4 days later he showed up again and after working an hour or so, said he had to leave for an inspection on another project. No work has been done other than that. When Ms. ******* came out, it was also determined that there was an electrical line in the path of the addition. They then used that as an excuse not to do any of the other work they had been contracted to do even though the electrical line only affected the addition that was to be built. I received essentially no communication from them on the status of the project or when I could expect the project to begin. Genesis has given us the run around since the day we signed the contract. The owner has done nothing to make the situation right and now, after they cancelled the contract on 3/23/23, they have not refunded our money and won't respond. $35,000.

  Business Response

  Date: 04/12/2023

  ******************* has been communicated with regularly and as recent as today when they agreed to come pick up their check of $35,000 which is the entire amount of their deposit. Genesis has spent a total of $6,598.62 on payroll, fuel and other expenses related to this job including permit fees and time spent working with Dominion which was the customer's responsibility per the contract. Genesis has bent over backwards in an attempt to satisfy the customer. However, when it was obvious that would be impossible, I, the owner, decided loosing the money stated above made more sense than allowing my teammates to be verbally assaulted via email on a daily basis. I made the decision to pull off of the job due to the customer not following the contract expectations. I wish the customer the best and look forward to seeing them Friday when they pick up their full refund.

  Here is an example of the communication:

  Please see the correspondence we had with the homeowner and notice that she and her husband apparently do not talk as all issues in her complaint were addressed with her husband who stated he wanted to be notified about the job progress. 
  Good afternoon *******************, I would like to advise you that your project manager, *******, had a conversation with your husband on Tuesday this week. Here are the following "notes" from his conversation with him for your review. I spoke with ****************** on the phone at 12:30 today the conversation lasted 30 min. We discussed the following. ************** moving the line is an estimated 6-8 weeks out, I told him it could take longer. I will be sending over a Cabinet change order to them, Cabinets are about 5-8 weeks out. I told him that I would be meeting the engineer at 10am Friday to discuss interior walls being moved, once inspected it could take up to 3 weeks for plans, then I explained that we would need to pull a permit for that work. We discussed his bathroom, I let him know I would be meeting a plumber this week for an overview of the job, next week the plumber will be able to run the rough in. The homeowner was happy with everything at the end of the conversation, I told him I would call him next Monday with an update. 3/21/2023 5:52:29 PM Per the contract that you signed, work was started exactly 10 weeks from the date the permits were approved. Your contract stated a start date of ***** weeks.
  3/15/2023 4:55:03 PM  
  
  ****** from trinity cabinets and myself meet with ******************* on 3/14 at 8am the meeting listed about and hour. The homeowner designed and selected what types of cabinets she would like, she was very happy with the design. I will discuss cost with her tomorrow at 8am. ***** and I will meet ******************* tomorrow at 8am to discuss flooring options and selections.
   3/21/2023 11:44:37 AM ****************** called. He said he is not supposed to call and his wife does not know but its causing issues between them. Lots of complaining. He wants ******* to call him today and update him every Monday.
  
  3/20/2023 12:26:27 PM ********************* 12:26?PM (0 minutes ago) to *****, ****************, *************, ************** *****, Let me know when you are available to speak in person. We can meet at my office or I am happy to come to your house. Your emails have been much of the same tone so maybe in person we can sort that out as you seem to be reading mine out of context. I as the owner am well aware of what is going on with your project. Looking forward to meeting in person to sort this out. Thanks, ********************* - Owner ************

   

  I am happy to attach all of the emails if needed to help gain a better understanding of the situation. 

  Thank you,

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