Complaints

• Initial Complaint

  08/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This business put a roof and gutters on our house in May. Work started May 4th and we were told that it would take 2-4 days. Weather was a factor as well as only 3 workers on the job when we were told (by project manager) that they "send out 6 guys and get the job done". The project took 12 days. When they finished with our (black metal) roof, there were thick muddy foot prints all over it which the project manager said they would clean up if the rain didn't wash it off. It is a textured roof though, and he mentioned the rain may not wash it off but he did not want to leave us unhappy and said it would be cleaned off. I waited a couple weeks for the rain to get the foot prints but was texting and calling asking for the roof to be cleaned when it was apparent that it was not coming off. Our roof wasn't cleaned off until June 14th. On June 14th while the project manager was on the roof cleaning, he slid off of the roof and in the process damaged the gutter and downspout that was just installed (by the same company). He documented this and let us know that someone would be out to fix the gutters. July 12th I texted him to ask when someone would be fixing the gutters and he informed me that he no longer works for the company. Gave us the new project manager's number and said he reported what is going on to him. Called that one, he no longer works for the company. Called the company 3 times before finally being given the name of our new project manager, ************ At this time I was also told that the VP *********************** would be contacting me. This never happened.************ called me on 8/14/23 and left a message- I have been calling back almost every day since and cannot get him or anyone else to answer me including the project coordinator. We have now gone 2 months with a broken gutter and the basement space along that wall is damp already which I already explained multiple times to this company. I do not know what else to do here to get our gutters and downspout fixed.

  

  Business response

  08/31/2023

  Hello,
  
  We apologize that this was missed due to a lot of personnel changes but we will have a crew out there next week to take care of the issue.

  Customer response

  09/08/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  06/07/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We got a quote from home genius for a roof over a month ago. We had someone recently Come to our home and setup a new quote and then we had a manager agree to move forward with a price that was nearly 6k under the original quote so we proceeded. The day of our roof install we were told that all the boards needed to be replaced. They had already ripped off all our shingles and told us not replacing the boards would result in the warranty being voided. We had no choice but to agree. My wife and I were then shocked when we were told they had put in 30 new boards when no one ever delivered 30 boards to our home. I told the project coordinator who never made it to my home the day of install that and he said the pile sometimes looks low but it was 30. We have a camera system in our home so I asked my wife to look and I told him we had proof that only 15 boards were delivered. He however kept his original point and is trying to charge off for 30 boards as he states the roofing company that delivered said it was 30. I have advised we will not pay for 30 boards as we have proof 15 were deliver this is really horrible business practices and I will ensure everyone knows this issue occurred with us. I believe this was their way of trying to recoup the discount we were given. They are trying us 5,670 dollars for the alleged 30 board delivered and the only proof they can provide is the 800 dollar receipt they provided which I have attached which is inaccurate.

  

  Business response

  06/22/2023

  Hello,

  We have resolved this with our customer directly by providing a billing adjustment. We apologize for any inconvenience and are happy were able to come to a satisfactory resolution. Please let us know if there's anything else we can do.

  Respectfully,

  Home Genius Exteriors 

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My mother, *********************, hired Home Genius Exteriors to install windows in her home. All the windows have been installed except for the three windows in the front bedroom. Additionally, the front window in the living room was not installed properly. It does not close securely. My mother is a senior citizen with multiple health aliments (e.g., pacemaker patient, diabetes, etc.). This experience has been quite stressful for her resulting in elevated sugar levels (e.g., 400 plus). At the time that Home Genius offered to complete the installation, my mother and I were ill. I had two COVID scares and was and continue to be in physical therapy due to an injury. My mother left a voicemail on May 22, 2023, to schedule a time for the window installation to be completed. As of today, she has not received a call back from Home Genius Exteriors. Additionally, my mother is being expected by ********, the company's financer, to pay for the window installation as if the job were complete. She contacted ******** on May 22, 2023, to notify them that the window installation was not complete. My mother was told by a representative named *******, who did not provide a last name, not to make a payment until a follow call was received. She was also told there was no record of the window installation, however, my mother is being charged for $21,000 for a roof installation. As of today, my mother is receiving emails from ******** indicating she is behind in payments, and she is being charged retroactive interest. We have made multiple attempts to contact Home Genius Exteriors and Dividend. We have not been able to reach anyone. My mother and I are concerned that Home Genius Exteriors is not honoring the contract and completing the job and attempting to put a lean on the house. We would like for the window installation and repair of the front window to be completed asap. We would appreciate any assistance the Better Business Bureau can provide.

  

  Business response

  06/22/2023

  To whom this may concern,

  ********************* is a customer that signed a contract on October 20, 2022 for Roofing work. See contract above.

  That roofing project was completed on October 22, 2022. This install date was expedited on our end per the customer's request due to an active leak. See completion certificate above to verify completion date and full satisfaction. 

  At the time of the roof being installed, ********************* was so happy with her experience she decided to add windows. That contract was signed on Oct 22, 2022. See contract attachment above.

  Those windows were measured on October 26, 2022 (which requires interior access so needed to be coordinated with client busy schedule). Here is a link for the company cam folder for this project - all photos are date and time stamped to verify. (*********************************************). During this measure we tested for lead per EPA guidance, etc.

  The windows were ordered on November 2nd, less than 5 business days from the time of measure and less than 7 business days from the point of sale.

  These windows arrived on December 6 2022.

   The customer was unresponsive to our attempts to schedule her window install for 3 months. This was due to health issues and the condition of her property (rooms were filled to the brim with belongings due to hoarding). I do not have any more room for attachments, but can provide nearly one dozen emails documenting our attempts to keep this client updated with window ETA & then proceed with scheduling her window project. 

  Keep in mind that this customer has an open loan (8.99% interest rate) with Dividend Finance that was set to expire on 2.17.23. And that there was an extremely low chance that this customer would have been able to get re-approved for the same loan  (8.99% APR) due to the rapidly changing climate of financing at this time. So we were desperately trying to bring this to the customer's attention so she could consider picking an install date in time for this loan to remain active.
  
  It is also worth noting that this customer canceled her install date 3 times last minute due to health issues. I can also provide documentation upon request of this correspondence. 

  Finally - we were able to work out an install date with the client (and get ******** Finance to extend the loan for 30 days), and the job was set to be installed on Feb 24.  

  Unfortunately, due to the condition of the property, there were 3 windows that would not have been able to get installed on Feb 24. By condition of the property I am referring to the inability to access the 3 windows in one specific room due hoarding  & there being zero path to walk through the room let alone install a window properly.

  When speaking about this situation to the client, the mutually agreed resolution (due to the timing of her loan expiring & the desire to have the other 8 windows installed) was to proceed with the install and complete the project. Despite the fact that 3 windows would be missing. We needed to consider this job completed upon the installation of 8 windows due to financing expiring and our unwillingness to perform a days work without having a means to compensate our crew. See completion form above to acknowledge customer's participation in this solution.

  That being said, customer was promised by HGE that as soon as the room becomes accessible - we will install the 3 windows.

  It is vitally important to note that to this day - the room is still not accessible. And that to this day, no request has been made to schedule an install for those windows. 

  The only correspondence we have gotten from ********************* was a voicemail that she is frustrated with the fact that her loan is active. 

  That brings us to present day. As of this week, there is now a plan on the customer's side to get the room cleaned out. Which is curious timing because we have been waiting patiently for this to happen and it happens the same week as a BBB complaint.

  In any event - we have an install scheduled for the remaining 3 windows on July 10. And unless the room does not get cleaned, or the customer reschedules due to health issues (again) - Home Genius Exteriors has every intention of installing those windows at that time.

  We were also unaware of any warranty claim on the original windows. But are happy to knock that out at that time as well... 

  All in all - I am quite frustrated with this situation because we have bent above and beyond to accommodate this customer and do not feel that this complaint is justified.

  Please reach out for further clarity if needed. 
  

  Thanks

• Initial Complaint

  03/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On January 23rd my neighbor had a roof put on her house by Home Genius Exteriors. I live in a double house. No one contacted me. When I came home from work that day I had debris in my back yard and driveway. I looked up at my roof and they had put a black thing around my chimney and had brown roof shingles on my black shingles on the front and back of my roof. I contacted the installation manager and he came to my house a few days later and told me he would send the crew back to take off what they put on my house without permission. Its now February 22nd and no one has been here to correct this. I have photos of the roof if you need them and also a business card from the installation manager which says on the back that this business is BBB accredited with an A+ rating and other information. Thank you for any help you can provide

  Customer response

  03/31/2023

  Complaint #******** has been resolved.
  Thank you
  *************************

• Initial Complaint

  11/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We hired Home Genius Exteriors to install a new metal roof and gutters. After the install, we discovered there were significant scratches in several of the metal panels that require attention. We reached out to our project manager. It took several attempts (and quite frankly the threat of giving them a negative review on ******* to get them to respond.Last week (Nov 2), we spoke with the project manager, who said he would have someone from the crew come out on Thursday or Friday. No one came. I reached out to the project manager yesterday (Nov. 7) to alert him to the fact that no one came and he's not responded. I am tired of this. We had a separate issue with this company also losing our deposit check (and not disclosing the truth about the situation) that also took more than 2 months to resolve. So there seems to be a definite pattern of poor customer service once they've installed your roof/gutters. Our roof was installed in August. We paid nearly $22,000 for the roof and gutters, and we do not expect to have a product that's already scratched due to carelessness during installation. We would like someone from the company to call us to schedule a time to come out to fix the issue. And we expect them to show up, not just promise to come.

  

  Business response

  11/17/2022

  Hello, 

  Thank you for reaching out, We apologize for your initial experience. We believe this has been take care of by our production manager ***************************. If you need further assistance please let us know.

  Respectfully,

  Home Genius Exteriors 

  Customer response

  11/23/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. **** came out and fixed the issues and we appreciated his follow up. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  10/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I got all windows replaced at my house in the amount of $17900. On May 31, 2022, the windows were installed but they told me they had made a mistake on the bathroom window. I ordered a security glass but they ordered a clear glass. They told me that the glass was ordered and it will be in approx two weeks. Two weeks turn into 4 months. Finally, after calling them back and forth, the safety glass came in. On 9/16/2022, the supervisor installed the glass and left the premises. I didn't get a chance to talk to him and when I saw the glass, I was fine with it and didn't think anything of it. Today, 10/01/2002 I was in the bathroom and I kept feeling a draft. I thought for the past few weeks that the draft was coming from the ceiling. So when I checked the bathroom window, the new glass that the supervisor installed is about one inch short and there is a very big gap in the window. He should have realized that the window was short and not install it. Now I am stuck with a gap in the window and winter is coming. Also, the salesperson told me that the windows qualify for a tax write-off because its energy efficient. I haven't received any documentation stating that and I need it for my taxes. I need my window fixed ASAP and my documentation for my taxes

  

  Business response

  10/25/2022

  Hello, 

  We apologize for the delay, our production manager Michael will be reaching out to rectify the issue. Please let us know if there's anything else we can do for you.

  Sincerely, 

  Home Genius Exteriors 

• Initial Complaint

  03/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  This company has been calling me at all hours. Claims that I signed up for something. I do not even live in its area. I texted and left voicemail to stop harassing me. Still calls me.

  

  Business response

  03/18/2022

  Hello, 

  Thank you for reaching out with your concerns, we apologize for any inconvenience we may have caused. We have placed you on our do not call list and that will avoid any calls in the future. Please let us know if there's anything else we can do for you.

  Sincerely, 

  Home Genius Exteriors 

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

  Customer response

  04/15/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  **** *****
  

*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. ↩