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:04/19/2023

  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.

  On about 10/07/22 *********************, a salesman for Genesis Smart Homes came to my home and offered a streaming service and equipment to replace the **** service I had. If I purchased the equipment for $750 the package would include ******** with all sports programming for $77 a month for life. I told him the only reason I would change providers was if I received Root sports and Sling does not have Root sports. He said no problem, we will give you Fubo so you will get Root sports. I then questioned him if there was an extra charge since I had researched Fubo recently and knew about what they charged and he said no, just the $77 a month. We made the purchase. After many missed appointments for installation and returns for completion everything sort of worked. ***** replaced the antenna for local channels on 10/24/22 and did a horrific job (picture available). He then reset everything at which time we lost Fubo and he had to sign ** back in.Fast forward to 4/17/23 we went to watch a ballgame on Fubo and it said our subscription was expired. We called Genesis office and they said they had to call their boss and get back to **. When they called back we were told that they would no longer provide Fubo and we would have to pay for it ourselves. That was not what we were told at purchase and written on the installation form. I want Genesis to either continue to provide Fubo as originally agreed upon or take their equipment back and refund our money less some small usage fee for the months that they did provide service.

  Business Response

  Date: 05/03/2023

  Dear *******************,
  
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you have experienced regarding your subscription to FuboTV and the installation process. At Genesis Smart Homes, we always strive to provide the best possible experience for our customers, and we regret that we did not meet your expectations in this instance.

  We understand that the main issue in your complaint is the availability of Root Sports Northwest, which you were assured would be included in your package. We would like to clarify that Genesis Smart Homes does not provide free subscriptions to third-party services like FuboTV. While our sales representative should have been clearer about this during your initial interaction, we deeply apologize for any confusion or miscommunication.

  Please note that we do not have any control over contract negotiations between ******** and Root Sports Northwest. We understand your frustration with the unavailability of the desired channel, and we empathize with your situation. Our goal is to help you find a solution that addresses your concerns and allows you to continue enjoying your favorite sports content.

  We want to help you find a solution that satisfies your needs. As you are currently subscribed to ********, we recommend considering the following option: Cancel your paid subscription to ******** and utilize the free version, then subscribe to FuboTV separately to access Root Sports Northwest. This way, you can continue enjoying the channels you love while also gaining access to the sports teams you want to watch.

  Regarding your equipment, we would like to emphasize that the items you purchased have been in use for over six months, and there are no reported issues with their functionality. These devices provide free wireless local TV and turn each television into a smart TV, offering valuable features that enhance your home entertainment experience.As such, we are unable to process a return or refund for the equipment at this time.

  We understand how important it is for our customers to enjoy their favorite sports programming, and we apologize for any inconvenience this situation has caused you. We appreciate your understanding and hope that our proposed solution can help you continue enjoying your Genesis Smart Homes experience.

   Please feel free to reach out to our customer support team if you have any further questions or concerns. We're always here to help.

  
  Sincerely,
  
  **************
  Customer Support Representative
  **********************

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19957776
  t
  I am rejecting this response because:Genesis Smart Homes ignored the "Main" issue that we are not receiving what we were sold by your representative. We would not have purchased anything if your representative had not deceived ** about having Root Sports available. It is too late now to "clarify" that you don't do third party services. ***** could have clarified that when he stood in our living room and logged ** in to Fubo himself!
  We were also told at purchase that the fee to Sling would be $77 and would never change, they already have , just another misrepresentation.
   
  Quitting Sling and purchasing Fubo is only a solution to YOUR problem, not my issue, which is your failure to deliver what your representative sold me through misleading statements.
  
  As regards the equipment, the antenna supplied and installed has been problematic since install. The install was a hack job using a zip tie to hold in place (see attachment) because they tried to use part of ********* existing equipment. Having used their equipment since October, again, is not my problem  Had I not been deceived by their representative it would never have been installed in the first place.
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 05/11/2023

  Dear ********************,
  

  Thank you for reaching out to us with your concerns. We sincerely apologize for any confusion or inconvenience you have experienced. We truly appreciate your business and value you as a customer, and we would like to address your concerns regarding Root Sports availability, ******** pricing, and our equipment policy.
  

  Regarding Fubo, we understand that it was offered to you as an option during the sales process. We apologize if the availability or promotional nature of this offer was not clearly communicated to you. Please note that promotional offers and pricing can change over time, and we regret any frustration this may have caused. We would like to clarify that we do not have any documentation stating that we are obligated to pay for Fubo indefinitely.
  

  As for the pricing of ********, we would like to emphasize that we do not control or set their monthly fees. As a provider, we offer ******** as a service to our customers, but pricing changes are determined solely by ********. We recommend contacting ******** directly for any inquiries or concerns regarding their pricing structure.
  

  In regards to the equipment, we would like to remind you of the terms of your purchase agreement. Our policy allows customers a three-month evaluation period to assess and determine their satisfaction with the equipment. This period provides the opportunity for customers to decide whether they would like to keep the equipment or request a refund and return it. Unfortunately, as you have had the equipment for six months now, we are unable to accept its return. According to our policy, the equipment is considered owned by the customer once the evaluation period has elapsed.
  

  We understand that during our previous communication, you chose to end the call. However, we genuinely want to work with you to find a resolution that meets your expectations and addresses your concerns. If you are willing to discuss the matter further, please let ** know a convenient time for a phone call or an in-person meeting, and we will make arrangements accordingly.
  

  Once again, we apologize for any confusion or inconvenience and appreciate your understanding. We look forward to resolving this matter to your satisfaction.
  

  Sincerely,

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

  Genesis Smart Homes

• Initial Complaint

  Date:12/12/2022

  Type:Product 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 October 13,2022 a salesman came to my elderly parents home. He told them he would lower their tv bill if they buy the equipment he was selling. They do not even have internet (which the salesman was aware - they are in there 80's and were totally mislead) My dad believed him, and gave him a check for $750.00 and scheduled an appointment for installation. They scheduled an appointment for install to occur two weeks later, however they never showed. My Dad called, they gave him an excuse, saying the parts weren't in yet. This went on with them lying to them for the next few weeks. On November 11, my Dad called and cancelled and requested a refund. The office person said they would receive a refund by November 15. It never came. Finally, they told me what they had happened. I called and was told they were sending a refund. They said it would arrive within 3-5 days. Again, it never showed up. I email the company, have called, and each time I'm lied to. They are scamming the most vulnerable in our community.

  Business Response

  Date: 12/21/2022

  First and foremost, we sincerely apologize that we unable to meet the expectations that we set with the ****** residence. We aim to provide a unique and ********************** experience and we fully recognize that we fell short in this regard.

  We have since provided a full refund for the equipment, installation and service and we hope that this has resolved the matter. We appreciate the opportunity we have to learn from this and we hope to use this experience to improve our processes and business practices in the future.

  Thank you for your honest feedback and we hope you will accept our apology.

  Customer Answer

  Date: 12/21/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:10/03/2022

  Type:Product 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.

  This transaction with Genesis Smart Homes was initiated on 7/18/2022, with installation of television streaming service to be completed on 7/22/2022. This transaction was cancelled per telephone call on 7/19/2022, with a verbal commitment from merchant to issue a $600 credit to the Citibank credit card. No installation of service was ever performed. No equipment was ever provided. Verbal confirmation of this transaction cancellation was received multiple times from Genesis employee, *****, on 8/12/2022, 8/23/2022 and 9/30/2022. Verbal confirmation was also obtained on 8/24/2022 from *********************/Sales. To restate my position:- service was contracted on 7/18/2022 - installation was to be performed on 7/22/2022 - contract was cancelled per telecon on 7/19/2022 - installation was never performed - equipment was never provided The merchant does not answer phone calls or return voicemail messages. Refund of $600 has not been received as os 10/3/2022.

  Business Response

  Date: 12/22/2022

  First and foremost, we sincerely apologize that we were unable to meet the expectations that we set with you. We aim to provide a unique and ********************** experience and we fully recognize that we fell short in your regard.

  We have since provided you with a full refund for the equipment, installation and service and we hope that this has resolved the matter. We appreciate the opportunity we have to learn from this and we hope to use this experience to improve our processes and business practices in the future.

  Thank you for your honest feedback and we hope you will accept our apology.

  Customer Answer

  Date: 12/22/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:08/10/2022

  Type:Order 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.

  Signed a contract with company to discontinue DISH and install Sling. They requested the $50 month payment in advance and a $600 fee to start service with them. $160 was to be refunded after notification we had discontinued DISH. That was sent to the company and I was to receive a refund. I have been trying to collect this fee for approximately 2+ months. We have done further investigation and found that this has become a regular occurrence from this company. We are just asking for the money to be refunded as promised. What can we do at this point?

  Business Response

  Date: 01/05/2023

  First and foremost, we sincerely apologize that we were unable to meet the expectations that we set with you. We aim to provide a unique and ********************** experience and we fully recognize that we fell short in your regard.

   

  We have since reimbursed you for your early termination fee as promised and we hope that this has resolved the matter. We hope to use this experience to improve our processes and business practices and if there is ever another opportunity to serve you, please let us know as we are both honored and proud to have you as a client.

   

  Thank you for your honest feedback and we hope you will accept our apology.

• Initial Complaint

  Date:06/16/2022

  Type:Sales and Advertising 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.

  We did not receive the channels as promised. They charged us $700 for equipment costs and said the program cost would be $77. They said we would get all the channels we had with Dish. We had 250 channels on Dish at $142/month. They said they would get us all we had plus more and it would only cost us $77. He said all those programs would be covered under the premium cost plan for $77. When I turned on the *** every channel said "you need to subscribe now". The only channels that actually work are Jeopardy and Wheel of Fortune. We have asked to have it removed and our money refunded. They should pay to have our former provider put back on. No one will answer our phone calls to respond.

  Business Response

  Date: 12/22/2022

  First and foremost, we sincerely apologize that we were unable to meet the expectations that we set with you. We aim to provide a unique and ********************** experience and we fully recognize that we fell short in your regard.

  We have since dispatched a technician to retrieve the equipment as well as provide you with a full refund for the equipment and we hope that this has resolved the matter. We are truly sorry that our solution wasn't suitable for your home and we appreciate the opportunity we have to learn from this. We hope to use this experience to improve our processes and business practices and if there is ever another opportunity to serve you in the future, please know we would be both honored and proud to have you as a client.

  Thank you for your honest feedback and we hope you will accept our apology.

• Initial Complaint

  Date:06/09/2022

  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 March 3, 2022, a Genesis Smart Homes representative, *********************, came to my door and offered a too good to be true TV provider that would reduce my monthly **** from $130 per month to only $77 per month with all of the same programming & the price would never increase. I think it was called Sling. I had to pay a $600 setup fee by cash or check. Sounded great. He installed it & left. That evening I couldnt get any TV at all. I tried calling them. No answer. I called *****. He came out the next day. It quit working again. I called & told them to refund my money and come get their equipment. I have called them probably 15 times since then. The young lady assures me that theyll refund my money, but so far nothing. They dont return calls. It has now been over 3 months.

  Business Response

  Date: 01/05/2023

  First and foremost, we sincerely apologize that we were unable to meet the expectations that we set with you. We aim to provide a unique and ********************** experience and we fully recognize that we fell short in your regard.

   

  We have since dispatched a technician to retrieve the equipment as well as provide you with a full refund for the equipment and we hope that this has resolved the matter. We are truly sorry that our solution wasn't suitable for your home and we appreciate the opportunity we have to learn from this. We hope to use this experience to improve our processes and business practices and if there is ever another opportunity to serve you in the future, please know we would be both honored and proud to have you as a client.

   

  Thank you for your honest feedback and we hope you will accept our apology.

  Customer Answer

  Date: 01/06/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this issue is resolved.

   

  ************************;