Complaints

This profile includes complaints for Generation Property Management's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Generation Property Management

  832 Georgia Ave Ste 501 Chattanooga, TN 37402-2227

• 

  Generation Property Management

  PO Box 6128 Chattanooga, TN 37401-6128

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:11/04/2024

  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.

  I contacted Generations for a unit in one of their buildings. I explained to them I was moving from across the country and needed a virtual tour. I was contacted by a Mr. ***** ******* and he showed me unit 1. I was pleased and started the application process. I paid all the fees ($1190 deposit, $1190 first months rent, $50 renters insurance, $50 building maintenance fee) then on the day of move in 10/31 after driving for 10 hours I get a call saying there’s a leak in my unit and I won’t be able to move in that one but there might be another one. I get there and they stop answering my calls. About 15 minutes of sitting outside with my ***** and all of my belongings I’m met by a very unprofessional and racist (in my opinion) ****. He asked me how are you, I stated Not great because given the situation everything was not great. He immediately said “Well we have two options, I can help you figure it out or I can leave and u can figure it out on your own” his words verbatim. So I immediately started recording. He claimed I was being too aggressive, and he felt like I was blaming him for everything. I had not raised my voice, or done anything to be deemed aggressive. But I was holding him accountable for the inconvenience. They moved me and my child unto an upstairs unit with no running water for 3 days. Which is illegal I expressed that concern. Day 4 and the water is running but there’s no hot water. I called the maintenance hotline on Saturday 11/02 and was told someone would be out this weekend. It’s 11/04 and their telling me a plumber was never contacted on their end but they’ll “try their best” to get someone today. Management will not answer my calls or texts any further. I asked for the owners contact information and was completely ignored. I had all my utilities set up in the original unit I signed my lease for. ****’s attitude / demeanor was extremely distasteful. I completed my obligations in entirety just to be met by microagression.

  Business Response

  Date: 11/14/2024

  Good afternoon,
  We dispute most of the claims laid out by Ms. ****** and would provide the following detail.
  Over the last several months the owner of this quadraplex did a major renovation and improved all of the units.  We have included several pictures.

  
  Thursday (10/31):  We learned of a plumbing leak in her unit that created a hole in the ceiling.  We gave her a courtesy call that afternoon to let her know we have discovered a problem, but that we would work with her.   One of our co-founders met her onsite to explain options to her for moving into other units while we fixed the leak.  We mutually agreed to move her into a similar unit on property.  Our staff proceeded to help her unload her mattress and belongings so that she could sleep in the unit that night as she had some issue with her moving company.  We were onsite with her until her mattresses and essentials were moved into the house.  Our team was apologetic and proactive in communicating about the issue, despite everyone's initial frustration over the Suprise leak.  We advised her to change the water into her name since it was a different apartment unit.

  
  Saturday (11/2):   We had reports that she was without water in her unit.  We had a member of our team go to her house on two occasions to address the problem.  We opened an adjacent unit and allowed her to access water from this unit.  Our team member couldn't address the issue so he called ****** Plumbing to come out on the weekend.  ****** called Ms. ****** numerous times and wasn't able to reach her to schedule.
  Sunday (11/3):  We were able to get the water in her unit on, but it was not warming.  We alerted the General Contractor who did the work, and he promised to arrive first thing Monday morning.  We offered to put her in a hotel for the evening and she didn't respond to that offer.  

  
  Monday (11/4):  The general contractor identified an issue with the water heater and fixed it that day. 

  
  We extended a credit to her account for the 4 days where she struggled with water.  She is in the unit now and everything seems to be working fine.  Our team has offered no fewer than 10 follow up calls to make sure that things are in order for her.  She has not reported any further maintenance issues. 
  Our aim is to provide a safe and working unit.  It's extremely frustrating to be without water - so we very much understand her frustration.  We regret that the issue happened, but we were responsive and able to resolve it as quickly as possible with our builder.  We are committed to keeping Ms. ******** unit in good repair.  
  

  
  

• Initial Complaint

  Date:08/05/2024

  Type:Facilities 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.

  My entire experience with this management company has been an absolute nightmare. They are the epitome of a slum lord. The photos supplied in the ad for the property implied I got a backyard. Instead they built a house in the backyard after I moved in. The first thing I saw when I moved in was a German roach. After complaining about the problem, they wanted to charge me for an exterminator after the second visit didn’t get rid of them. They charged me over $200 extra on rent for several months because of their “computer error.” They failed to explain anything to me and even when I went to the office in person it didn’t help. The heat broke in the middle of winter and they did the bare minimum to make it livable which left me with an insane electricity bill. Now since moving out they have been trying to take my entire $1500 deposit. While trying to charge me for damage that was there when I moved in. They also have the audacity to charge me an EXTRA $100. Painting the walls and throwing away seven items out of the fridge doesn’t cost $1500+.

  Business Response

  Date: 08/29/2024

  We regret that Mr. ******* ****** had a negative experience with our business.  He was a tenant at **** ******* ****** and moved out 6/30/2024.  During his lease with us, he generally paid on time and was in good standing.  The house that he rented was fully remodeled before he moved in at greater than $25,000 in expenses to the owner.  You can see documentation of our conversations by text with ******* during his time with us. 
  
  
  Here are the issues as we understand them:
  
  His concern that a house was built behind his house.  Our firm doesn’t own the building, but manage it for the owner, who built an ADU in the backyard according to City code.  This was explained to him at the time.
  We provide extermination once per year, and the tenant is responsible from that point forward.  This is outlined in our lease agreement.
  We did have a billing error on a rental concession, which we fixed for him. 
  His heat went out on Jan 17, 2024 and we had ******** **** *** *** respond immediately and resolve the issue by Jan 19, 2024.  (work order attached)
  His greatest concern (and likely the cause of this complaint) was the fact that he didn’t want to pay for damages that he did to the property as he left.  You can see some of the damages on the text message string attached to this email.  We did explain to him that damages are covered as part of his move-out process, which is all outlined in his lease agreement.  Regrettably, its necessary to take from the security deposit when someone does damage to the property get it ready for the next renter.  He left with an open balance of $105.00 to cover damages, which he has not paid. 
   
  
  He doesn’t ask for specific damages in his compliant.  Our staff has spent time explaining the process to him, but I think the core dispute is related to him not understanding the lease.  Please let us know if you need any further information!
  
   
  
  Best,
  
  ****
  
   

  Customer Answer

  Date: 08/29/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They are unjustly charging me for past damage.  If you go to their ****** reviews you can see that they do this to people on a pretty regular basis.  I absolutely refuse to believe that there is over $1000 worth of stuff to fix. I could understand something reasonable like $4-500 even if they really wanted to push it, which I still wouldn't have agreed with but would’ve let it go.  There is absolutely no way that I owe them any money.  

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

• Initial Complaint

  Date:05/11/2023

  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.

  I have been dealing with my property management and downstairs neighbors. They continue to smoke illegal substances inside their residence when our lease clearly states it will result in an eviction. The property management has done nothing to prevent this or to stop this from continuing. They have actually told me they don’t want to continue to help me because I called them out and told them they were unprofessional for not dealing with the situation. My fiancé suffers from severe allergies and this is making it worse for her to sleep and breath. All I want is to live in a nice place and not come home every day to the smell of marijuana in my room and bathroom. In the whole year I’ve lived here I have never met a single person who works for the company. They claim they have spoke to the people downstairs but no one has actually come to do an inspection of the residence.

  Business Response

  Date: 05/12/2023

  We have taken proper steps in
  addressing this issue. A minimum of 3 violations must be sent to warrant
  termination of occupancy. 

  Timeline and Actions taken to address complaints from
  ****** & roommates specifically about unit C
  11/13/23 – ***. complained new people in unit C 
                   “burning garbage on back
  porch at 5 am in the morning. Plays music outside all night long.”
  11/14/23 – Sent notice to
  unit C. Behavior ceased.
  12/01/23 – ***. texted in stating that "tenants downstairs in unit C
                    are constantly smoking weed inside and the smell is coming up
  into their apt."
  12/02/23 -  Urged ***.
  to report it to the police as well.
  12/02/23 – Called renter in unit C about smoking, no answer left message.
  12/05/23 – Sent our technician to enter unit C, no report of marijuana smell.
  12/16/22 – Following ******’s complaint sent 1st notice of lease violation
                    to unit C for smoking marijuana. No response from unit C. No further
  complaints from ******’s unit for 71 days.
  3/28/23 – ****** complained
  again specifically about unit C.
  3/28/23 – Because no proof of source, a notice was sent to ALL renters in the
  building:
                  ”Hello ALL residents of Pine Ridge Rd. We have received
  complaints of smoking in the building. This is a friendly reminder that your  lease requires no smoking. Please adhere to this policy and be respectful of
  your neighbors. Thank you – GPM”
  3/28/23 – Sent 2nd notice of
  violation to unit C for smoking marijuana. No response from unit C.
  4/21/23 - ****** reported the smell of a skunk and said, 
                “I don't
  smell anything at the moment but it's usually at night. I have a feeling it's coming from downstairs.”
  4/23/23 – ****** complained
  again about unit C.  
                 ”…smells like the downstairs is still smoking marijuana inside.
  I smell it in my room every single day and im getting really tired of it.  My
  fiancé has severe allergies and that doesn't help her at all. Im trying my best
  to be polite towards y'all about this. But it's gone on  too long.”
  4/24/23 – Urged ****** to call
  the police the next time he smells marijuana.
  4/24/23 – Gave final notice of violation to unit C following ******’s continued
  complaints
                  re: smoking marijuana. 3 day notice to quit or evict 
  4/24/23 – Contacted property
  owner to let them know we may have to evict.
                  Property owner directly reached out to and had long talk with
  unit C. Instructed do not evict, they are not smoking in unit.
  4/25/23 – Scheduled technician
  entry.
  5/04/23 – Our technician entered unit C with no report of smell of marijuana.
  5/10/23 – Spoke with property owner about full property inspection due to
  continued
                  complaints from ******. Property owner approved full property
  interior inspection.
  5/11/23 – Sent notice of full
  property inspection to take place on 5/12/23.
  5/12/23 – Inspection took place. No evidence or smell of marijuana in any of
  the 3 units in building. 

• Initial Complaint

  Date:11/21/2022

  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 was transferred from First Property to Generational Property Management in January of 2021. June 2022 My refrigerator was also out for 3 weeks and had to pay out of pocket for food that was never reimbursed. I am asking to be reimbursed for food I had to purchased out of pocket for 3 weeks which put me in a financial hardship.

  Business Response

  Date: 12/16/2022

  We have no record of you requesting any reimbursement for groceries, nor do we have record of you reporting an issue during the dates mentioned here and would have been glad to work with you on it.  Now that you’ve been evicted due to non-payment, we view it as an attempt to deflect from the issue and damage reputation. 

• Initial Complaint

  Date:09/07/2022

  Type:Billing 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 moved into the apartment with problems. The first thing I noticed was the time they take to get back to you about your maintenance concerns. I’ve had over 10 maintenance complaints in my 1st month. The first was about the leak in the bathroom that led to my kids room and my sons bed and toys getting soaked. I currently still have a hole in my bathroom ceiling where water drips on occasions and a lady they have hired to patch the hole while it’s still leaking! Upon move in, nothing was clean, but I was still told it was ok to move in. My air didn’t work for a week in June, my washer/dryer was not connected when I moved, I had to hassle with them through maintenance complaints to get my ventilation system in my bathroom to work, my light fixture by the tub was hanging from the ceiling half the time I’ve been in this apartment, and supplies from fixing the apartment were still here upon my move in. The ceiling is currently peeling off from the leak. There’s a leak in my ventilation fan that hasn’t been fixed, and the ceiling has changed colors under the vent from the leak. I didn’t get my key until after two weeks of moving in , in which I had to leave my door unlocked until they found the time to bring me a key.

  Business Response

  Date: 09/07/2022

  While this resident has placed 14 service requests, there is only one that has not yet been addressed. After the leak from the unit above was identified and addressed the assigned vendor has reported that each attempt she’s made to address the issue with the drywall in Mr. ***** unit - when she arrived at the pre-scheduled appointment time Mr. ***** was not available.  

   

  Noting that eviction was filed last month due to non-payment, illegal substance use disrupting the peaceful living of neighbors, and illegally parked vehicle complaints regarding the resident’s vehicle. The court date is next week. Perhaps this complaint is retaliation for the filing.

   

  Thank you so much,

   

  Generation Property Management

  Customer Answer

  Date: 09/10/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have had to deal with this unprofessional behavior since I moved in an I feel I should be discounted on rent. The leak is still proceeding to drip down at various times of the day when I’m home, and I’m curious if it has mildewed to the point it’s a hindrance on my health.
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 09/27/2022

  Each time our technicians have tried to reach the resident upon arriving for the pre-scheduled appointments to address issues, Mr ***** has been unavailable.

  We have record of our technicians trying contact, schedule and reschedule this repair with him on multiple occasions:

  Work was scheduled with resident to be completed on 8/22 at 10:30am. Technician knocked at door several times with no answer. Our technician attempted to reschedule work for 8/29 from 11:30 - 3:30 without cooperation of resident. 

  Work was re-scheduled to be done on morning of 9/8 at 10 am, but was rescheduled AGAIN to Tuesday, September 13th.

  9/13 attempted to contact resident at 2:05pm by phone call

  9/13 attempted to contact resident at 2:30 by knocking

  9/13 attempted to contact resident at 3:46pm by phone call

  9/13 attempted to contact resident at 5:40pm by knocking

• Initial Complaint

  Date:08/15/2022

  Type:Billing 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.

  Rented an apartment from this company, looked at an ad sent to us from the leasing agent that was for a 1 bedroom unit. This unit was advertised to have a washer/dryer, a microwave, and central a/c (shown in images of unit). We moved in on July 1st, there was no washer/dryer, no microwave, and a single in-wall cooling unit, no central a/c. After contacting the leasing office repeatedly, getting zero information, I was finally contacted by the building owner, who informed me that there was never going to be central a/c in our unit, but that we were supposed to have a microwave and a washer/dryer. We never got the microwave and had to purchase our own, and as I am writing this we still have no washer and dryer in our unit. We have attempted to contact the leasing office and they are refusing to answer any phone calls. We have paid rent/utilities on time and in full while these things have been missing in our unit. GPM refuses compensation for a microwave, cooling appliance, and washing needs we've paid out-of-pocket for when this cost should have been covered by our rent.

  Business Response

  Date: 08/30/2022

  Good morning, 

  We wanted to formally respond to the complaint filed by this tenant with a few clarifying details about his claims and care deeply about finding a positive resolution.  

  The tenant viewed the apartment complex with one of our leasing agents in June 2022 and confirmed that he wanted a 1-bedroom unit.  (This particular building has 2-bedroom units with central heat and air, and 1-bedroom units with wall air conditioners).  During that discussion about the differences in unit, we believe that the tenant made incorrect assumptions that central heat and air would be added.  He did see unit 32 (his current apartment), and it was fully remodeled when he took possession of the unit, with a wall unit installed.   We made no claims that the unit would have central heat and air added, as the 685 sq. ft. unit is adequately served with a PTAC unit.  

  He is correct in stating that there was no microwave on site.  The over-range microwave that we installed did not work so we placed a fan-only unit and offered to purchase him an on-counter microwave on July 22nd, which he declined, stating that, "the microwave is no big deal, I have already purchased a small unit."  During that conversation, we explained that only the two-bedroom apartments receive full central heat and air systems, and we offered to purchase him an in-wall fan to circulate the air more effectively.  That was purchased on July 22nd and installed July 25th by an electrician.  There is also a fan installed in his bedroom, and brand-new insulated windows.  We have had no negative feedback on temperature from similar units in the building.  Mr. ***** also volunteered to install the unit for us, stating that he was an electrician and unable to find work recently.  

  His washer/dryer was delayed because it was a warranty-replacement.  Regretfully, a supply-chain delay caused a delayed in shipping.  Our staff kept him frequently updated on arrival date and install.   By August 12th, he was leaving such abusive voicemails that we started communicating with him by text message only.   We regret the delay on installing the appliance but did communicate to him the details around the delay and had no control over the manufacture shipping it any faster.  The washer/dryer was installed in his unit on Monday, August 15th.  It is not a vented unit, so his concerns about adding a vent are incorrect.  

  We offered a rental credit of $125 on August 20th, which he declined, insisting on a $200.00 credit.  Shortly thereafter, he communicated with Better Business Bureau.  We will go back to Mr. ***** and see if we can resolve the situation with him more effectively.    Please feel free to reach out to me directly with any concerns or questions.  

  Customer Answer

  Date: 09/01/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  Generation property management can of course deny in verbal agreement made as nothing was in writing about this. The fact of the matter is the add I viewed was blatantly misleading, advertising for a one bedroom unit, while showing photos of a two bedroom unit, with central a/c vents clearly visible in the images. I have voiced that If I was under any sort of impression that there would only be a wall unit I would have, and could have rented anywhere else. I would also hardly call my voicemails abusive, did I swear at them, yes, but only after a build up of frustration from trying to get any response from anyone about what would be happening with my washer and dryer. I did call them useless, because well they have been. It has been like pulling teeth to even get any kind of response to anything, long before I was "abusive", though never once threatening or personally insulting anybody. If they were timely and forthright with any and all information pertaining work in my unit my frustration would not have built to that level. I have requested more than credit given because I have spent more than that to rectify the things they have failed to provide in the listing. I was mislead to believe there was central a/c by a false ad, and while yes the extra fan installed made a difference in the temperature, it was not enough and I had to purchase a cooling fan, which was over $100. I had to purchase a microwave, as they also failed to provide one, and never once did they offer until almost a month into us living in the unit did the building owner contact me and I had informed him that I had already got one, and not to worry. Generation property management never offered me anything, and needless to say I should be compensated for that. I have also had to make almost weekly trips to laundromat for the 6 weeks it took them to get the washer and dryer in my unit, spending close to $20 each time. I believe asking for $200 reimbursement is MORE than fair seeing as I have spent more than that dealing with their shortcomings. Finally whether they choose to acknowledge it their ad was false and misleading and I have provided the screenshots to prove it, they can not say I agreed to rent it as is. I come from Florida and as I said once and will reiterate time and time again I would never intentionally rent somewhere with no central cooling/heating, and I could have and would have rented anywhere else had there been full disclosure on what was in the unit. They should show images of one bedroom if that's what they're advertising.
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 09/12/2022

  Here is a recap of a phone conversation I’ve just had with *****…

   

  “***** feels like they were shown a false advertisement. He said that he stopped complaining about the A/C after GPM installed the wall fan in the unit. He purchased a cooling fan for their bedroom because the PTAC and the wall fan didn’t provide the cooling they were looking for. He said his frustration mainly boiled down to communication. He said he was never told WHY they didn't have washer/dryer at move in. He didn't know anything about WHY the washer/dryer was not installed in the unit prior to move in until he spoke with the owner of the property a couple of weeks later. ***** said he just wanted fair compensation for the fan he had to purchase and the microwave they had to buy. His frustration was amplified because of text messages rather than call. ***** feels that the credits of $325 that they’ve been given is fair.”
  
  - He still wanted a vent for the dryer. Informed him that these w/d units are not made for/with exterior vents. The conversation ended cordially.

  
  

  Sasha M*************

  Director of Resident Experience