Complaints

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

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  Genesis Design Mechanical, LLC

  503 Main St SE Los Lunas, NM 87031-9239

• 

  Genesis Design Mechanical, LLC

  PO Box 1732 Los Lunas, NM 87031-1732

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:06/19/2025

  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.

  Plumber replaced damaged water heater with another damaged one after only 3 years and will not honor full warranty on the new one accusing me of vandalizing my own device. I have attached a full sequence of events as I cannot fit all this information into this space. They left me with a non-working water heater.

  Business Response

  Date: 08/01/2025

  July 31, 2025
  To Whom It may Concern,
  I am in receipt of the complaint filled by **** *****. In our response, We have replaced his damaged water heater on May 27, 2025. He did pay his balance of $1144.50, Invoice No. ******. However, Mr. *****'s WARRANTY is VOIDED due to vandalism. About 3 days after May 27, we were contacted by Mr. ***** and he claimed that he smelt gas. I went out to address his complaint. However, when I arrived, the gas valve on the water heater was damaged caused by vandalism. However, Vandalism VOIDS THE WARRANTY BY US AND THE MANUFACTURE. THE MANUFACTURE IN THIS CASE IS RHEEM.  I explained that to Mr. ***** that his warranty is void due to Vandalism, that his warranty is VOIDED!  He claimed he did not do this. But, he did say that he hired another plumbing company. HE DID NOT PROVIDE THE NAME OF THE COMPANY OR CONTRACTOR. He got very angry and threatened to hurt me and he stood up to me to engage in a fight. However, I got in my truck and left his property. WE HAVE CONTACTED THE ALBUQUERQUE POLICE DEPARTMENT TO REPORT THE INCIDENT AND WE HAVE CEASE DOING BUSINESS WITH **** *****. He will need to Contact Rheem Manufacturing regarding his water heater at 800-621-5622. Genesis Design Mechanical will no longer do service for **** ***** due to the incident in May of 2025 at his residence. I can not risk any of our staff to be abused and threatened by him. If Rheem wants to warranty his water heater, that is up to Rheem. His WARRANTY WITH OUR COMPANY GENESIS DESIGN MECHANICAL IS VOID! No refunds will be issued. His account is closed. Our office will follow up with a letter to Mr. ***** from our company explaining that he is not to contact our office or our staff. He needs to find another licensed contractor to do work for him. If you have any questions, please contact me at 505-865-9684. Our Business Hours are Mon-Fri from 7:30AM-4:30PM.
  
  Sincerely,
  
  *** *** ******,
  Chief Executive Officer

  Customer Answer

  Date: 08/02/2025

  Complaint: ********
  
  
  
  I am rejecting this response because:The claims of violence  on my part are blatantly false.  The only threat I made was to report him to the state and he made no mention of this.  My last communication with him by text is below.  

   

  Text
  *** ******:**** as per your request, I’m getting back
  with you on the warranty and we’re at right now. It’s not gonna be honored
  because the Control valve based on the pictures that we took show that this was
  caused by vandalism. I can get your price on the control valve and the price to
  reinstall it the control valve. But the warranty was compromised due to
  vandalism. So let me know what you wanna do. There’s nothing much more we can
  do for you other than get your new Control and have to charge you for the
  control valve and the labor since they’re not gonna cover it because of
  vandalism thank you. Please be advised that the day that I installed that water
  heater for you, it worked perfectly because it’s brand new. We bought it from
  the supplier locally and it worked perfectly. There was no damage that water
  heater because I personally installed it, and I know that it was working
  perfectly. After I installed it, you called me and a great big panic freaking
  out because you said that the gas had to be turned off. I don’t know what you
  did, but based on what you told me, this comes down to you tampered with it
  when you should have never messed with it. On the warranty, tells you do not
  tamper or the attempt to fix your work on your water heater call a professional
  you called me after you tampered with it so if you tampered with it and you
  turned it off and you turned off the gas you had to turn off the control valve
  When you turned off the gas because the gas won’t go off until you turn the
  control off. So you were the last one to touch it so that’s on you will say
  you’re gonna have to pay or fix it yourself. I can’t help you no more.
  Sure, I’ll try to simplify it as possible. When I
  installed it, as a licensed professional, it was installed according to code.
  The gas work the water was working and it didn’t leak water or gas. Then a week
  or so later you call me and tell me thatWater Heater is not working that you
  turned off the gas and turned off the water and took the vent apart. When
  ******** went over to go look at it, he took pictures and the vent was off and
  the control valve was vandalized. But you told me by text message and by phone
  call that you’re the one that turned off the gas which you were the last one to
  touch it. Based on that Rheem is not going to fix it or warranty it because it
  was tampered with so you lost a warranty. You will have to pay us to order a
  new control valve and pay for us to install it for a time. So there’s no
  Warranty because you were the last one to turn it off and mess with it and by
  taking the vent out and hitting the control valve I guess you lost your temper
  or something happened, but it wasn’t like that I’ll say it when I left and it
  wasn’t like that when ******** left at work, it was working when both of us
  went to check it and it was perfectly safe until you took the vent off and you
  shut the gas off and shut the water up or whatever you did but you were the
  last one to touch it so it’s on you. You’re gonna have to pay to get it fixed
  or do it yourself I don’t care we’re not gonna do it no more and I offered you
  a solution and you yell at me and scream at me and cussing at me so figure it
  out yourself. Don’t call me no more bother me.
  
  Me: You can try to spend this anyway that you think it's in
  your favor. I will try and do what I can to recoup my money and even if I can't
  I will let everyone know what you did to me.
  
  *** ******: Thank you for your time. I don't take kindly
  to your threats. You can tell the whole state of New Mexico. But the issue ****
  is you're the one that vandalized it because you lost your temper. I've heard
  you with my own ears, cussing and screaming and carrying on. But the fact is
  that you caused this problem so if you're stressing out, it's because what you
  did, I was trying to help you, but I'm not gonna help you if you don't
  appreciate what we're trying to do after you screwed it up and broke it and
  vandalized it. And then you call me and you keep threatening that you're gonna
  Let everyone know that's fine if they're like you I don't want their business.
  Just don't call me no more and stay the hell away from me.
  
  Get Outlook
  for Android
  
  
  
  
  
  
  
  
  Regards,
  
  
  
  **** *****
  

   

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:01/31/2023

  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.

  I hired Genesis Design Mechanical to fix a leak from my toilet down to the lower level of the house. The two plumbers that came and did the service were kind and fixed the problem. We got a call from ***, the owner, the same day to pay for our service. He charged us $612, which seemed like a lot but my husband went ahead and paid it. A few hours later I got a notification from my bank that we were charged $1612 from Genesis Design Mechanical, but we did not authorize this charge. I called Mr *** ****** right away and he said that he would fix it. A few days later he called and said that he initial overcharged us for the $612, and he would be refunding us $2100. But instead of refunding us $2100, he charged us another $2100! I called him and he said that this was not true that he refunded us. He then looked into and said he had an employee who was clicking the wrong button and that he would fix it first thing Monday morning. We then got another charge for $1612.10 My husband and I called him again and he was shocked that we were still being charged. We did get a refund of $312 from him for the overcharge from the initial $612.10. He still has not refunded us the $1612.10, $1612.10, and $2100. We have contacted our bank and continue to reach out to Mr *** ****** at Genesis Design and we have not been able to get our money back. The bank notified us that Genesis Design had been attempting to charge us $21000 and $16120. Those charges thankfully did not go through. We just want our money back from this company!
  
  This company owes us a total of $5324.20!

  Business Response

  Date: 02/11/2023

  2/10/2023

   

  This message is from Mr. *** ******** in response to  Mrs. ****** ****** complaint to the BBB.. I’ll make it short and brief. The charges on the customers credit card simply were accidental.  By no means, there was no intent by me or my employees on behalf of our company to defraud our customer. The situation at hand was that we got a new merchant company, ******** ***, and I was the one that processed their refund. I only need to do one refund, and this whole thing turned out worse. The ******** refund is in the process of being completed and all funds returned back to their account. This was an error on my part I  was the one that made the refund and because of the lack of training, I ended up making the error. I did try to call the customer service line at ******** *** and have them walk through the steps to been trained on refunds. As of February 10. I was contacted by ******** *** and I was informed that ******** *** finalized the ******* refund in its entirety. The case will be closed upon final Settlement on the ******** credit card account. I also want to make the better business bureau aware of that happened. After I made the errors when this happened, I contacted *** ****** this is ****** ******** husband and I informed him that I made errors on his account in efforts to try to refund their credit card and from the very beginning, Mr. ****** was aware of it, and I’m not trying to justify my mistakes but when I realize that the point that they were charges not refunds, I contacted the ******* immediately. I am disturbed of the fact that this has been since carrying on with the Better Business Bureau that made it sound as if this was intentional. And it was not it was an error. I can assure the ******* that not one cent profited no one since it was done in error. With that being said, it was taken from their account after I made request for the refunds. I can assure you that every penny was returned back to their account.I feel pretty bad about the way she went about it and not given the benefit of doubt. I mean after all, they were charges in error and not refunds, I called right away. That’s all I have to say about this. If you have any further questions, please call my office at ************ during business hours Monday-Friday from 7:30am-4:30pm.