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:07/10/2023

  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.

  On June 24th at 5:15pm, I called the emergency maintenance line for flooding in my basement. I called two more times that evening. A plumber arrived to my house after 10:30pm because he said he was busy and had people over his house that night. He said there was nothing he could do after he spent 5 minutes at my house. After numerous calls, emails, and emergency maintenance requests, I finally heard from someone with Genstone Management on 06/27. Plumbers were at my house 06/28 and 06/29 to repair the main water line leak. On July 3rd, shortly after 11pm, I noticed that the perimeter of the basement was leaking again. Again I called the emergency maintenance line and filed a complaint with *****. It wasnt until 3pm the next day that I heard back from someone regarding repairing the issue. I have also learned that my old property manager, ****************, is no longer with the company. I have never received notification of this or any information about who my current property manager is. Now the ceiling in my living room is leaking from the upstairs bathroom. Per the written agreement, I believe Genstone Management has violated the lease by not quickly responding to the emergency complaints or properly repairing the issues with the house.

  Business Response

  Date: 08/09/2023

  Original work order was opened on 6/24 after 5pm. Plumber arrived on site at 9:30pm. Plumber determined main water line would need to be replaced and could not be done that evening. ******* advised the leaking was minimal and no damage would occur if left unattended until work could be completed. Work was completed on 6/29. ****** opened new work order on 7/3 stating there was still water in the basement. Plumber went out on 7/4 to determine cause. Another plumber was also sent out on 7/5 to get another recommendation. This job required excavating the basement to waterproof it. Work was approved on 7/6 and all work was completed on 7/17 with the exception of pouring new concrete. Vendor and tenant have not been able to coordinate schedules to get this completed. With regard to living room, tenant called on 7/7 at 7:11pm. Vendor was dispatched on Monday, 7/9. Work was completed on 7/11. ****** called again on 7/12 in the afternoon stating there was still a leak when someone was in the shower. ****** tried to coordinate the appointment with the pouring of concrete. Multiple appointments were rescheduled due to tenant being out of town and tenant's brother not being available or forgetting about the appointment.  Vendor attempted to reschedule again on 8/4. Work was to be completed for the leak in living room ceiling on 8/8.

• Initial Complaint

  Date:04/25/2023

  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.

  This management company is to help consumers find a home. But Instead, they had me make an application and took my application fee. A week after my application was made, I got an email from the company asking me for the name and birthday of the people that would be living with me! ONLY! They never asked me to have them do an application fee. NOTHING! I was calling, emailing, and leaving numerous voicemails asking them to please don't hesitate if they need anything from me. Just call me. But nothing! Almost a month later, they emailed me telling me I didn't get approved because my application was not completed and my income alone was not enough. When I left g so many messages telling them to call me for any updates on my application. I want my application fee back! Because this company is not in the business of helping people get homes. They are scam artists

  Business Response

  Date: 05/09/2023

  At GenStone Management, our goal is to help people get into homes. We receive multiple applications on each home and process them as we receive them. If an application is incomplete, we will reach out to that applicant to request the missing information and we will continue processing other applications as received.  Ms. ***** initially applied for the property and was notified that her application was incomplete. She was asked to provide additional paystubs and whether there would be additional occupants in the home,either adults or minors. It is clearly stated that all occupants over *********************************** ***** reached out again about the status of her application and we still had not received the additional information. Her screening came back that she would need a guarantor or a roommate to contribute toward the rent, as she did not qualify on her income alone. We asked her whether her mother, whose name she provided, would be living with her in the home and, if so, she would need to be on the application and pay the application fee.  Ms. ***** responded that her mom would be there occasionally but not living with her and that her daughter would be living with her and could provide her income information. Ms.***** stated that her daughter was willing to do the application and provide her income information. We offered to assist with adding the information for her daughter and she then stated that she was no longer interested. The website states that the application fee is non-refundable. That is how we run background and credit checks to screen our applicants. Had Ms. ***** initially provided a complete application with all of the required information and documentation, the process would not have taken as long as it did. Had she provided her daughter's information initially, we may have had a different outcome. 
  

  Below is information from our website where prospective tenants go to complete their applications:

  
  Application
  All adults, 18 years of age, or considered an adult under state law, are required to complete an application in its entirety;
  By acknowledging the terms and conditions outlined in the GenStone rental criteria, the applicant confirms all the information provided is true and accurate. Any falsification, fabrication, or untruthful answers and supporting documentation will result in an automatic denial;
  Applicants are required, unless otherwise noted, to pay a $50.00 non-refundable application fee to authorize a background check and additional qualification processes;
  
  Age
  All persons 18 years of age occupying the property are required to complete an application.
  All persons occupying the property must be identified in the application; this includes all minors under the age of 18.

  
  

  Customer Answer

  Date: 05/09/2023

   
  Complaint: 19979146
  
  I am rejecting this response because: This  company is NOT in the business of helping you find a home.  I did the application and called the company to ask what else do I need to do? went on to tell them via email and phone don't hesitate to call for any information that you need, because I will provide what ever the company needed! Days turned into weeks. Nothing from company. No response. I have phone records and emails to prove that I called almost everyday. Still no response! I got a email a2 weeks later asking for the names of the co- tenents. I was told to add  their names and social ONLY! I knew that was a strange request so I called the company and asked!  Are you sure that's all I'll need for the potential co tenants the receptionist said YES! that is all we need from you (phone records can and will prove this. A month later I get a email stating I was not approved because I didn't send in my daughter's application! When I been calling every single day. Emailing every day! And a month later you say you need her info when I was told that you don't need anything else. I won't stop until I get my money back! Even if I have to take this to small claims court and *** for much more because this was not handles professional. This company is put to get people application fees 

  
  Sincerely,
  
  ******** Peaks

• Initial Complaint

  Date:04/10/2023

  Type:Customer Service 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.

  I am a tenant at one of Genstone managements locations. There has been a plumbing issue that caused my water bill to increase exponentially. I reported the issue by submitting worker requests via the online renter portal. I also called and emailed Genstone staff. I never received a response. The ************** also contacted them on my behalf, still no response. 1 month later, a plumber finally fixed the issue but there is no contact. My water bill is now $1,800.00 due to their negligence of the issue and lack of communication. I have tried to work out some sort of payment plan with the ************** but they want a certified plumbers report. The plumber gave everything to Genstone who has sent nothing over.

  Business Response

  Date: 04/11/2023

  With regard to the water leak at ***************, the tenant reported a leak in her kitchen on 3/10.  We had a contractor on site the next day to resolve the issue. That work order was closed out on 3/13 and we believed the issue was resolved. On 3/27, we received another report from tenant of excessive water usage. We reached out to the contractor that same day to schedule a visit to determine the source of the leak. Since the property is on a slab, it was difficult to pinpoint where the leak was. The plumber was on site several times between 3/27 and 4/4. The leak source was identified and fixed as of 4/4. The plumber went out again on 4/5 to check a valve. We were notified by the plumber that the issue was resolved. Each work order was responded to in a timely manner and a contractor was on site the next day.
  
  We did not receive a certified plumbers report but we have reached out to the contractor to obtain one. At that time, we will provide this to the tenant and the water company. At no time were we unresponsive to this issue.
  

  Customer Answer

  Date: 04/11/2023

   
  Complaint: 19917808
  
  I am rejecting this response because: 
  Complaint: 19917808
  
  I am rejecting this response because:  this simply isnt true. My work request for 3/13 was cancelled and there was no communication from Genstone to ever to clarify with me whether or not the issue was resolved. The reason another report was issued on 3/27 was because I clearly stated the issue was unresolved. I also reported on 3/13 that the plumber did absolutely nothing to resolve the issue and submitted video evidence that the problem persists. I followed all of the proper channels to convey this issue to Genstone and their negligence caused this issue. I repeatedly stressed that this was a time sensitive issue, begged staff to contact me and they did not. The ************** also contacted them and never received a response. This massive bill is a result of their negligence and lack of communication.  I am a section 8 voucher holder who do not have the money to pay this bill.  I have tried utility assistance programs but to no avail.  I need assistance with this bill they caused and feel that they should help pay the portion they caused or deduct it from the portion of my rent. 
  
  Sincerely,
  
  *****************************
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:08/10/2022

  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.

  We moved into a house July 1st with a refrigerator that's hasn't been working since then they sent a technician out twice who wasn't able to fix it now we've been waiting for approval on if they'll replace refrigerator for 8 weeks. I've been calling everyday and yet has anyone contacted me about issues I'm having. I've also been trying to get the water in my name but I'm Ohio the owner/ property management has to agree to put in my name. The last time I called it's been 3 weeks and yet no one has contacted me about getting an working refrigerator. We have an housing voucher. I have an disabled father who has medication that is required to be place in the refrigerator at certain temperature. Since moving in here we have lost Over $400 worth of food because of the refrigerator not properly working. I've been calling everyday and they only have an answer machine where customer service takes a message and forward it. I have been having issues with Genstone since we moved in. All we want is to live comfortably in a home where rent is being paid and a working refrigerator. The communication is very unprofessional them getting back with us in timely manner has never existed
  

  Business Response

  Date: 08/30/2022

  Business Response /* (1000, 5, 2022/08/22) */
  On two separate occasions, an appliance technician has been dispatched to check and repair the refrigerator, if needed. On both occasions, with two separate repair technicians, neither could find an issue with the refrigerator. They both concluded that the refrigerator is operating properly.
  The last technician confirmed that he did not check the Freon level because the refrigerator is cooling and the check requires piercing the Freon line. He did not see a reason to perform this test again since the refrigerator is cooling. Component Board was checked and compressor was checked to make sure they were functioning. Both were found to be working properly. Lastly the refrigerator dials were adjusted to make sure they were on the property settings. All found in proper working order.
  
  
  Consumer Response /* (3000, 8, 2022/08/25) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Even if technician said it was working, same day I called Genstone and notified that the refrigerator didn't work. Just got them to take 2 weeks first time to send technician, 4 weeks the third time. And when technician was sent the third time he said it needed Freon and will cost $500-600 to repair. At this time being without refrigerator for two months since moved in July I am forward this matter to housing authority for emergency inspection on top of calling code enforcement with the proof I have that this refrigerator isn't working. I am disappointed in this company thinking that I am lying about this refrigerator matter that they can't just replace it
  
  
  Business Response /* (4000, 10, 2022/08/29) */
  GenStone Management ordered a replacement refrigerator, after 3rd vendor confirmed a leak. The refrigerator was delivered on 8/29/22.
  
  
  Consumer Response /* (2000, 12, 2022/08/29) */
  Hello! I would like to cancel my complain as the business is willing to resolve it.
  
  Thank you for your time