ComplaintsforGenesis Total Exteriors

• Initial Complaint

  06/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We had our roof replaced with Genesis after a ********************************************************************** the first place. Maybe a year or so later they had to come out and fix some shingles due to separation, they did but the problem was never fixed well and the flapping noises continued (due to the separation). We continually tried to reach out to have Genesis come out and look at the roof/ shingles issue to find out what was going on and get things fixed. At some point in 2020 they told us to contact the manufacturer (***) due to a possible defect in the shingles causing the separation as there is a 10 year warranty on the roof that was installed by Genesis. WE did that, and *** came out and took some samples of the shingles and examined the roof. After review, we got a notice from *** stating that they would not cover the roof issues as warranty because the roof was installed improperly by Genesis and that caused the separation; over 50% of the shingles are showing signs of separation . We informed Genesis about the *** decision in December 2022 letting them know that it was now their responsibility to replace our roof. Ever since then, we have had weeks and months go by with no communication from Genesis, a lack of response, no answers at all sometimes, saying "okay next week we'll be out there" and then nothing happens, etc. We're not getting anywhere and we've had an incomplete (the sample shingles were never replaced!) and failing roof on our house for years now. We are now worried about what other damages has happened since we've had missing shingles and many rain and snow storms.

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stucco fogging/trim painting project began 10/21 and was halted 5/22 with Genesis abandoning the job and not responding to multiple emails/calls to resolve/complete the project. This occurred after 3 changes of Project Managers (PMs).* 10/11/21- Project starts. Paid $17,550 (50%) to Genesis * 11/8/22- Walkaround with PM, completing photo documentation of status of the project * 11/23/21- Paid Genesis 50% of last half ($8,775.00) after project review * 12/13/21- PM #3 advised of his walkaround of site, that all looked great and could he be paid for completion?* 12/21/21- I completed walkthrough and took photos to compare with 11/8/21 photos with PMs 12/13 status report. With photos as back-up, there was zero noticeable work that had been completed in Nov/Dec. Re-requested that work be completed before Genesis got paid * 3/14-15/22- Genesis worked on checklist. Paint was used vs. fogging based on staining. The worked well * 4/8/22- Walked the project with PM #3. Substantial completion of remaining items was clearly noted and it was agreed to that the few remaining items would get addressed by Genesis over the next few months, based on crew availability and other projects in the area. Paid Genesis $8,380.13. Approximately $400 (labor costs) was held back, as agreed for the final work. Genesis had the materials. PM #3 agreed to fit in the limited remaining work (provided 7 photos of this) between other jobs in the area within the next few months which was acceptable.4/12/22- PM #3 advised that he had spoken to **** and ****** on the remaining items that needed to be addressed (slides ****) as they could do so over the next several weeks 5/9/22- PM #3 advised of Genesis dropping the project, his resigning from Genesis and to contact ******************* at Genesis with any further questions.6/1 and 6/14- Sent email and left voice mails for Owner/Lead Manager/Accounting Manager and detailed 13-slide PowerPoint that is available on request. It is too large to upload here.

  Business response

  09/23/2022

  Genesis has come to the conclusion that we will never make this customer happy.  The customer reduced our contact amount when the first payment was due. Since the completion of the contact we have sent 2 different crews out to do punch list items and they keep adding the the list.  There is a remaining balance due the customer can keep.  

  Customer response

  10/01/2022

   
  Complaint: 17785419
  
  I am rejecting this response because:

  There was never any reduction of the contract amount. It was initially noted as being $38,000, however, once it was shared that the painting of a few decks (part of the $38,000) had already been completed and paid for as part of the prior years concrete/stucco project, $35,100 was agreed as the project total. To back this up, here are the emails of 8/4/21 after a phone call with ***************************** where this was discussed. His reply to the $35,100 discussion and follow-up email was not noting no that will not work, we need $38,000, however, it was assigning **** (PM#2) as the new PM. **** (PM #2) was a no show and resigned from Genesis, leading to PM#3.

  
  ********
  From: ***************************** <*******************************************************>
  Sent: Wednesday, August 4, 2021, 3:56 PM
  Bill (cc ****),
  Here is **** email for communication I will still be reading emails and such.  Tonys phone number is ************, Bill cell number is ************
  Thanks everyone
  

  ********
  From: ********************* <*******************>
  Sent: Wednesday, August 4, 2021 3:01 PM
  To: ***************************** <*******************************************************>
  Subject: Fwd: Final pending two things
  Hi Mark,
  Sorry for the delay. We got an OK from all 3 of our Board members for the previously agreed project (minus the two decks that were painted last year) at $35,100 with 1/2 due at start of project next Monday and the other 1/2 within 60 days of project completion.
  Let me know if you have any questions or feel free to call me. I will be on-site Monday morning. Please advise who I would be working with on-site.
  

  Bill
  ********
  
  Also, when the project was finally started on 10/13/21 and $17,550 was paid as 50% of the total, there was no reply as to where is the other $1,450 from Genesis.
  

  In regard to Genesis reporting they kept adding to the list,any evidence that more was added to what was documented in the post-work walkthroughs with PM#3 is welcomed and would be open to discussion. This is the first time I have heard of this claim and PM#3 never advised that anything had been added. The seven photos in the PowerPoint that was presented to the BBB Resolution Team are the exact ones shared back in late 2021 with Genesis after the first walkthrough. Again, I am open to discussing if anything different is found.  
  

  The only communications with Genesis representatives since commencement of this project has been with their 3rd Project Manager assigned to this project, ***********************. For three preceding projects with Genesis in the last 2 years, concrete work in 2020,roof kick-outs in 2021 and gas meter painting in 2021, Genesis provided written contracts. For each of these, the final walkthroughs had zero questions or concerns and full payment was made for each project.
  

  For this stucco- fogging and trim paint project, after multiple requests (I have the emails) no contract was ever provided, however, enough details (steps to be included, costs, etc.) were (and still are) in several emails.As agreed, Genesis was paid 50%, $17,550 when they started the project on 10/13/21.  After Genesis first advised that their work was completed on 11/16/21, there were substantial (20+) concerns that were all photographed.Genesis PM #3 agreed on what needed to still be completed with many being small touch-*** or clean-*** and there was never any mention of anything being unreasonable. The photos speak for themselves. Partial payment of another 25%, $8,775 was made after the walkthrough on 11/19/21.  
  

  On March *****, 2022, the Genesis crew showed up for the first time after the 11/19/21 walkthrough and they did a great job on the majority of the remaining work. They noted that they used paint vs. stucco-fogging on some areas which was acceptable and a great color match. At this time, only seven areas, most very small, remain to be completed with this same paint vs.stucco-fogging approach and again PM #3 and I completed a walkthrough. There was no disagreement on the limited amount of remaining work. Of note, PM #3 kept referring to this as warranty work. It was estimated that given that Genesis had the supplies and paint/stucco, that only 5-6 hours of work remained. Because of this and PM #3 noting that the remaining work would be easy to address near term, I ended up only withholding just under $400, paying Genesis another $8,380.13 at this time(based on percentage of work estimated to remain). I agreed to be flexible with Genesis on the timeframe for the remaining work, as anytime during the summer of 2022, figuring that it would be a filler,between other local jobs that they had.
  

  On April 22, 2022, I received a text from PM#3 that they were ready to complete the final work, noting can come this Sunday, but **** wants a check made out to him, not Genesis, that day. I declined due to this not seeming appropriate. I reported this to Genesis Accounting Manager, and she thanked me and concurred that this was not appropriate or a way that they operate. In hindsight, **** (he did great work) would have completed the work that day, we would have paid him $400 and all of this back and forth would not be necessary.
  

  On May 9, 2022, I received a text from PM#3 noting Sorry, I tried to arrange your request but labor is limited & timing is difficult from everyone and being in the middle of this is impossible. Im retiring and your new contact is *******************. I contacted ******************* with details on the remaining/limited work as well as our flexible timeframe, however, I never heard from him and found out that he also is no longer with Genesis.  
  

  I do not feel that I am being unreasonable. The stucco fogging and trim painting was represented to provide our exterior with the equivalent of a full repainting of a wood sided/trimmed home. I feel that any reasonable person looking at the seven photos where painting is still needed would agree that these areas look worn with no indication of having been part of a stucco fogging or paint project in the last 5 years versus in the last year.
  As needed, Id be happy to share emails/texts as noted above.
  

  Thank you! 

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

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