Complaints

This profile includes complaints for General Services Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  General Services Corporation

  Richmond, VA 23225-1542

• 

  General Services Corporation

  5701 Pony Farm Dr Richmond, VA 23227-4900

• 

  General Services Corporation

  1301 Buckingham Station Dr Midlothian, VA 23113-4636

• 

  General Services Corporation

  PO Box 8984 Richmond, VA 23225-0684

• 

  General Services Corporation

  49 Pleasant Run Dr Richmond, VA 23238-3146

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:05/06/2025

  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 owed money to an apartment that has now been paid in full effective 05/05/2025. When I received the email back In June of 2024 there was a amount of ******* that was due. I spoke to someone by the name of ****** that works In the collections department last week and she told me over the phone that I had a balance of $105.07 that I paid while on the phone. Thinking that cleared my balance something told me to reach out again because i had not received a email stating that my balance was zero after she said I would receive it. When I spoke to her again on 05/05/2025 she told me that I had another balance that was due of $600 extra dollars. When I asked her why did she not tell me that when I spoke she told me on the phone that she didnt have to explain to my about the extra charge. Thats not how this works. If Im calling to pay off a balance you should tell me everything that I owe. I went ahead and paid the extra $600 and she told me once she got in she would send a email that shows I have a zero balance which I need to move and Ive explained that to her as well. I have tried to call 3 times today and sent a email and now nobody is answering my phone calls but they are quick to pick up when I was ready to make a payment. She is a very rude and careless individual. All Im asking for is a letter stating I no longer have a balance with the apartments. Please help me receive this and not from ******. I do not want to speak to her or receive anything from her.

  Business Response

  Date: 05/08/2025

  On 4-29-25 Ms. ****** was given the wrong account balance in error. Account Specialist Corrie promptly called Ms. ****** back and left a voicemail with the correct account balance and apologized for the mistake. Ms. ****** called the office on 5-5-25 and spoke with ****** again. They went over the payment receipts that Ms. ****** had and Ms. ****** made payment of $600.00 over the phone with ****** to pay her account in full. Ms. ****** asked for a zero balance statement and ****** advised that it would be a day or so before she could send that. At 5:27PM (after business hours) on 5-6-25 Ms. ****** sent an email to ****** asking for her zero balance statement. When ****** got to work on 5-7-25, she emailed the receipt to Ms. ******* I have attached the emails and the zero balance statement.

• Initial Complaint

  Date:04/27/2025

  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.

  On April 21st, we notified the ******* at **************************** community that we would have a rental vehicle for an extended period of time. We provided a photo of the license plate for the leasing agent (******* *******). However, to our surprise, the car was still towed in the middle of the night. Not only did this result in lost wages and a verbal warning from my place of work, but also the rental car came back smelling like cigarette smoke and had additional dents and scratches that weren't there before. The manager, *******, informed me that this was our fault for not verifying that they entered the license plate into the system correctly and that if I had any complaints to deal with the tow company. We still have the rental car for the time being, but will likely incur fees for the damage and odors caused by their negligence. I want them to take responsibility and provide a refund for these damages at the time they are incurred.

  Business Response

  Date: 04/28/2025

  Good afternoon,

  When the resident came to the office, I immediately researched the information with ******* who created the guest past in the system. The plate that was provided to us was a ***************. ******* entered the information and sent the resident the email to confirm all information was correct. We never hear back from the resident. I immediately called the towing company to return the car right away when they normally do not return cars and would have the resident pick up the car at no cost. When I spoke with the resident she did not even know that the last 2 letter s were a part of the registration. I then informed her going forward to provide us with the registration to assure we enter all the numbers the is needed. They towed the car because they car registration would not pull up on their end meaning the plate was not entered in full. The car was brought back to the property by 11am same day at no charge to the resident. As far as the smoke smell the resident is a smoker and we receive complaints from their neighbor that they smoke, and the smoke is always going into their neighbor's unit. 

  Customer Answer

  Date: 04/28/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  The management staff caused a 2.5 hour delay in getting to work due to their negligence, which resulted in a reduction in wages earned. Additionally, our household does not have anyone who smokes. Our upstairs neighbor does smoke, to which we have never complained about this. This means the cigarette smoke that appeared after the tow truck towed our vehicle was not caused by us, not to mention the additional scratches and dents that would not have been incurred had the staff not been negligent in their duties. 
  
  Regards,
  
  ******* ****
  
  
  
  
  

• Initial Complaint

  Date:02/10/2025

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  ******************** Apartments

  Customer Answer

  Date: 02/10/2025

  I completed my lease and was given the option to sign a new one or continue month to month. I chose the month to month option. I was contacted by the leasing office on multiple occasions attempting to talk me into signing a lease, which I declined. I was told verbally different amounts that my rent would be because of my decision. I went into the office and requested documentation of the new lease so that I would have solid information to go on and was told that they wouldnt be printing me a lease. They would only change things over in their system and I would have no written documentation to go on. I was advised to go onto the resident portal to confirm my new rate when it was set to start. I complied and January I paid the amount shown. There was no communication or collection attempts, so to my knowledge I paid what was due. February came with extra charges because they failed to charge the full amount in January. The first representative I spoke with pretended to be the business manager, gave me false information and then did nothing follow up on anything. Because of that I then got a failure to pay notice and false report to the credit agencies. I agreed to pay the amount, but since the issue is due to their system failures I asked that they wave the late fee and retract whatever false late payment reporting theyve done. At the least if the representative had not lied about who he was and delayed my issue I couldve gotten the money in before it was reported late. So they had a system failure, and an inappropriate employee and now that Im ready to move I will be blocked by their false reporting of a late payment. The actual business manager admitted that they had a system failure, and that the representative who took my call was completely in the wrong for falsely identifying himself and not reporting my issue, but this is still considered my fault because I paid late. I feel these poor business practices and inadequate system issues are forms of entrapment.

• Initial Complaint

  Date:02/08/2025

  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.

  On 12/31/24 I signed a lease agreement with Wellesley Terrace apartment complex, the first lease agreement sent to me had a couple of errors such as my birthday and incomplete address. Funny enough the assistant property manager ****** ******* was the one who sent me the document. Upon moving in I quickly realized the fireplace was only for display even though that was one of the features of the apartment that was sold to me. I quickly realized some of the appliances were not functioning such as the dryer. I emailed ****** ******* about my concerns without receiving any acknowledgment not to mention an actual reply to my emails. My move in experience to this community has been a nightmare. Ms ******* charged me a late fee of $176 for paying my rent after midnight on 2/5/25, refused to waive the late fee. Ms ******* stuck a red tag to my door for nonpayment after she confirmed payment with me earlier in the morning on 2/7/25. Management's lack of sensitivity to my plight since I moved into the apartment complex is concerning. The appliances in the apartment do not function properly, I have to run the dryer 5/6 times on 70mins of high heat and still my clothes come out damp. I regret moving into this community.

  Business Response

  Date: 02/11/2025

  General Services Corporation (GSC)
  Case number:  22915585 
  
  We are in receipt of your BBB letter dated February 8th, 2025, regarding ******** ********. When Ms. ******** initially applied online, she provided the wrong birth year. Her lease agreement was corrected as soon as it was brought to our attention.
  
  All of our electrical fireplaces do not produce heat, they are for decorative purposes only. Our staff has been trained to share this information with our potential residents as part of the initial conversation when they inquire about an apartment.
  
   As far as the late fee is concerned, her Februarys rent payment was not submitted until 02/06/2025 at 11:25am. As stated on the lease agreement, If any installment of Monthly Rental and any additional rent is not received by the Owner on or before the 5th day of the month for which it is due the Resident shall pay the Owner a Late Charge of 10% past due rent, which shall be immediately due and payable as additional rent, and the Owner shall have the right, in addition to the other remedies provided herein or by law, to accelerate the rent for the remainder of the Term, and to declare all sums owed, or to be owed hereunder immediately due and payable.
  
  We have been in contact with Ms. ******** and are working diligently to address her concerns about the washer and dryer. Our washers and dryers are rented from a third-party company called Automatic Leasing. Automatic Leasing has visited Ms. ********* apartment home and has confirmed that her washer and dryer are working properly.
  
  As always, we encourage the residents to contact the leasing office for any questions or concerns.

• Initial Complaint

  Date:02/03/2025

  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.

  We were falsely accused of working on **** equipment without any context. We were able to discard the violation because the maintenance manager was told from his worker that he had left something undone and when he returned we put it back together. However, when the worker came in to explain he stated that we turned something on that wasn't supposed to be on. Needless to say, we did not touch anything at all and the worker seemed to be trying to place blame on someone else. Earlier that day (1/23/25) I submitted a maintenance request because my water would not get hot after they just replaced the water heater on 1/22/25. Later that afternoon is when we received the violation. When I returned home from the leasing office 1/23 there were two workers in my home working on the **** system however, we were told everything was fixed. I didn't want to cause any problems so I didn't question it. However that night, my heat did not work and my home was in the 40s. I submitted a maintenance request at midnight 1/24 and called the emergency maintenance number. In the past I have used the emergency maintenance number and whoever was on call would come fix the issue that I am having or at least provide me with heaters until the situation is resolved. I left a voicemail and called and no one responded. I called the leasing office and the maintenance number when I woke up the morning of 1/24 and no one answered my calls, maintenance or the leasing office. I then submitted ANOTHER maintenance request advising the heat was not working and it was in the 40s around 10:30am and I went to the leasing office to speak to someone face to face and the girl went over to maintenance and advised them of my concern. When he arrived he came in and noticed immediately that it was a simple fix, they had left the switch to the heater off. I feel that my heat was left off intentionally and that I was intentionally ignored all night and morning regarding my heat.

  Business Response

  Date: 02/07/2025

  BBB Case # ******** - General Services Corporation
  
  
  ****** ***** **** Area Manager for St. **** s **** contacted ******** ****** and discussed the outlining customers concern.  The heat is working, and there are no unresolved maintenance requests currently. It was mutually agreed that Ms. ****** will give her proper Sixty-day notice and vacate when her lease expires.

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I dont think its fair to basically be forced to stay in a lease where my concerns are not heard. My EMERGENCY maintenance request was delayed, and the outcome is that the worker who was on call missed my call. That is completely unacceptable. Its way bigger than the fact that the heat was fixed the next morning. It should not have been broken again right after we had just gotten it fixed. It seemed purposeful to me that the heat wasnt working again. With that being said, its more of the fact that I receive no accommodation for being falsely accused, then left all night with no heat. Granted they missed the call. However, how do you explain that the next morning I called numerous times with no answer. How can we explain how they dragged their feet to come out and fix the heat. Why is it that they opened at 9am yet no one came out until around 11:15 thats an additional 2 hours that I was ignored. Why did I have to go to the leasing office to speak with someone to resolve the issue instead of anyone answering the phone. Why did I have to reach out to the regional manager since I was IGNORED by the property manager. As a company y'all are missing the whole point. Yes, the heat is now fixed yet you guys dropped the ball on NUMEROUS occasions and I had to suffer the consequences & no one else. I am asking to leave early because I DO NOT WANT to live here until April. Why would I? So the heat or air can go out for the 50th time? Go look through my maintenance request at how many times the **** system has failed. The ultimate solution was only in favor of the company with no regards to the resident. We werent even given any type of options. The only option is to remain in my lease which I dont want to do. So ultimately this resulted in nothing at all. They could have even been willing to charge 1 month early termination fee instead of 2 or some type of negotiation. This is sad unfortunately. 

  
  Regards,
  
  ******** ******
  
  
  
  

  
  

• Initial Complaint

  Date:08/06/2024

  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 living in my apartment since October of 2023 till present. I have had issues with my a/c for almost 3 months now.6/19/2024 was the first request I made and there was no solution they could give me. My apartment has stayed at a steady 80+ degrees for 2 months now.On 7/3/2024 they had just completely turned my a/c off and had finally given me a portable a/c after I had bought one because they said they didnt have to supply one.As of 7/10/2024 they have said there is a part they need to get that is on back order.During all of this I have been paying my full rent which is ***** a month and a $200 electric bill to try to keep my house slightly cooler. Every time I call I am more than polite and they constantly will not give me answers to anything.All I ask is for my a/c to be fixed and not have to pay so much in bills just to sweat in my own apartment *** do have proof of everything as well.

  Business Response

  Date: 08/22/2024

  Called **************** and  spoke with her. She stated that this compliant was enter over a month ago and the repair was made. Thank you.

• Initial Complaint

  Date:07/18/2024

  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.

  On May 16th 2024 and July 16th 2024 we contacted our leasing office notifying them that the "prohibited" listed items in the lease were not being upheld on their end. We have been told twice now that they won't take action and wont allow us to leave without penalty.To date we have experienced issues with several of your tenant's children playing in/around the complex parking lot. More specifically, there have been multiple occasions these children have been seen leaning on our vehicles. This causes great concern as there is potential for damage to our vehicles. Additionally, there have been several instances where the children were blocking the entrance to our apartment unit. The above is a clear violation of the community rules.1. Playing in streets, parking areas, around parked vehicles, or hallways is prohibited. (General Addendum 2 Subsection e)The above issues are happening frequently. On most occasions we have noted ***** children treating the parking lot as a playground. They leave scooters and bikes in the driving area as well as parking spots. The elevated noise levels have continued well into the night, regularly surpassing 9:00pm. Again, this violates the community rules that state:In the event of disturbances) including but not limited to, neighbors, solicitor, and vandalism) that cannot otherwise be resolved, file a complaint with the police and with the leasing office. While we understand the management company is not able to monitor every instance of a disturbance, the above is not a singular incident. The lease we signed is specific in its rules when it notes these types of activities are prohibited on the property and are a violation of the lease agreement.

  Business Response

  Date: 07/19/2024

  General Services Corporation (GSC)
  Case number:  22004881 
  
  We are in receipt of your BBB letter dated July 18th, 2024, regarding *******************. We have been in communication with ********** and have addressed her concerns to the best of our ability.
  
  Unfortunately, the issues described do not qualify for early lease termination without penalty under the current lease agreement. We are committed to working with you to find a solution.
  
  We ask that she continues to communicate with the leasing office and get the authorities involved as needed. We will continue to assist and will try to address their concerns to the best of our ability and within our legal rights.

• Initial Complaint

  Date:07/17/2024

  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 am writing this complaint in attempt to reach GSCs corporate office so that they can let me out of my lease. I have sent emails to leasing and management, I have submitted maintenance request over and over again, nothing is addressed and I would rather just leave this apartment. Ive had mold growing on my ceiling like 4 times now, Im on my 3rd dryer which ****** works, my AC wont go under 75 degrees when its 95+ outside so its constantly running causing my electric bill to increase, my car got broken into right in front of my apartment yet there is no cameras to assist with that, and the biggest issue of it all is LACK OF COMMUNICATION. NO ONE from leasing or management or anything has addressed all of these problems yet my rent got raised. I would like someone from corporate to address these concerns and let me out of my lease. Being that Ive been living with mold for almost a year now and constantly being told its fixed for it to STILL NOT BE FIXED is insane. The lease I signed didnt include living with MOLD. Therefore this apartment is inhabitable and I need this lease to be ended ASAP. I will attach pictures.

  Business Response

  Date: 07/25/2024

  Good afternoon,

  A response was sent yesterday for this Complaint ID: ************* with pictures.  All deferred maintenance has been completed, therefore complaints issues have been resolved.  Should the complaint have any other maintenance needs we will be more than happy to take care of them.

   

   

• Initial Complaint

  Date:06/26/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 supposed to move into my apartment June 22. I didnt receive my lease until 4:48 PM Friday evening. The lease had an incorrect price of $1797 So I called the company six times and sent an email. No one answered or replied. I get there Saturday and mention it to the employee, She told me if I wanted it changed. I would have to wait until Monday because the property managers dont work on the weekends. This was the third major issue I had with this property management company. I was being transferred because the original unit was infested with roaches. I had to be booted out of my apartment that day on June 22 so I had no choice but to sign. I have called, emailed, and Stop by the office to speak with ***************** And she refuses to speak with me. The lease rate is suppose to be 1780 With their hundred dollars off lease special.

• Initial Complaint

  Date:06/04/2024

  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.

  I've had several issues with the washing machine in my apt. It has been replaced 3 times and I was told I would recieve a new one. Instead they gave me a supposedly refurbished and each one is worst than the last. I want a NEW machine. i beleive the repair contractor isn't being clear about what they are offering and it's very poor replacements. My current machine only works on a short wash cycle and it has an odor which was my original complaint. The chemical treatments in the wash aren't a solution and I don't use fabric softner which causes issues.

  Customer Answer

  Date: 06/12/2024

  The complex is ********************  My address is *******************. E, ********, Va *****

  Business Response

  Date: 06/17/2024

  General Services Corporation (GSC)
  Case number:  21801683             
  
  We are in receipt of your BBB letter dated June 4th, 2024, regarding ***********************. After reading the Customers Statement of the Problem, and researching her work order history, it looks like the last time ************** reported an issue with her washing machine was in December 2023. We ask that she please contact the maintenance department at ************ so we can address her concern. 

  Customer Answer

  Date: 06/17/2024

  Better Business Bureau:
  
  I have reviewed the offer and/or response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  I have already had 3 replacements that get worse each time.  I need someone who will actually get the new machine to contact me.  I don't have confidence in the current process and this is why I entered it here.  
  
  Regards,
  
  ***********************
  
  
  
  
  

  Business Response

  Date: 06/19/2024

  Good morning,

  We have submitted another request to Automatic Leasing which is the third-party company we rent the washers and dryers from to replace her machine. We ask that ************** communicates with our service department so we can better assist her and make sure her requests are handled in a timely manner.