Founded 1996 • With Angi since November 2010
Service Provider ResponseThere seems to be some miscommunication about the details of the issues. Please contact our office at your earliest convenience. Thank you.
Service Provider Response[Member Name Removed], Thanks for your kind words... we appreciate your business and are happy to hear Matt gave you such a great experience. We look forward to servicing your home improvement needs in the future!
Service Provider ResponseWe greatly appreciate the feedback. We are truly sorry the information was not relayed correctly initially pertaining to the quote for LP Smartside to the estimator. We never want our customers to feel loaded down with questions, and moving forward we have made changes to prevent this from happening again. In this situation, the customer (as stated) was not able to meet at the home. When the estimator was able to reach the customer many questions needed to be asked to create an accurate bid. We feel to provide the homeowner with an accurate quote we need to have those questions answered. These questions don't necessarily require industry knowledge but many times a preference of aesthetics that you see when seeing the product in person. Though we do not require both parties to be in attendance we now know moving forward (at least for our LP bids) someone must be present for the best result. This was our mistake and we accept responsibility for not requesting that. It is also our thought that sending over proposals with unanswered questions many times leads to inaccurate quotes and change orders for the homeowner, both issues that we try to avoid if at all possible. Lastly, it seems most likely the bids ranged all over because of the large amount of unanswered questions leaving the bidder to add or remove whatever specification he or she may want. When the offer was made several times to discuss the questions on the phone, at night or even on the weekend the offer was not taken. Again, our full intention (though it sounds like it was not clearly relayed) was to merely get the questions answered since it was made clear by the homeowner there was a price discrepancy. It seems clear the homeowner felt "peppered" with questions, and for that again, we apologize as that was not the intention. With the many facets of information and questions (as the customer noted) concerning the project it is not really feasible for our estimators to be at the job without guidance and then try and relay all the sales information and technical details by email. This process would be much too drawn out, and (as in this case) much meaning and details would be lost by email interactions only. We have noted this internally and moving forward anytime a bid is requested with many involved questions we will simply ask for the attendance of the homeowner onsite to get the best result.
Service Provider ResponseThe client has left out several facts that in all fairness should be considered. Taking the time to point out that our Finance Manager needs spellcheck while leaving those facts out seems unreasonable. We as a company are always striving to be better. The customer did contact us with concerns and we worked hard to rectify those professionally and quickly. These concerns included a discount for one (1) incorrectly ordered window (the customer stated "windows" were wrong). In addition, this was the original window he selected but requested a change later. The change didn't make the final order. We offered to replace the window or he could take 50% off. He elected to take the discount but neglected to mention that in his review. The customer claims the soft-lite windows are good, yet complained about the screens. We went out several times to work with him on his screen concerns. What the customer did not realize is the Soft-lite screens are a thinner fiberglass mesh product, which provides a better view to the outside ("Betterview Screens") than the standard more rigid aluminum mesh screens. These screens are offered by most of the higher end window manufacturers. This is not an error, but how the window is made. We install thousands of these each year and this is a first for us. We also provided another significant discount on the project which was over $1,500 due from the manufacturer delaying the order. This is in addition to the $500 discount mentioned above and a significant customer service detail to overlook. Genesis is the only company that we are aware of that provides a $300 value in home consult with one of the most reputable designers in the area at no charge to our customers. We can not offer that for every free estimate for obvious reasons. Finally, the customer is correct that we were put in a position to ask for his final payment more than once. The customer withheld payment on the entire job for his screen concerns. We went out to try help with his concerns, though as stated above, these are by design less rigid screens. He agreed to pay our technicians several times, but then would not follow up on that promise. In either case, our written agreement states that once the project was substantially completed payment is due. He held the entire amount because he wasn't satisfied with the screens.
Service Provider Response[Member Name Removed], We greatly appreciate your business! Thank you for taking the time to leave such a detailed review... we value the opinions and feedback from our customers. We are thrilled that Dean exceeded your expectations... we strive for customer satisfaction at the highest of levels. Sincerely, Genesis Exteriors
Service Provider Response[Member Name Removed], We kindly thank you for your business. Also, we appreciate you taking the time to review our services... your support and opinions are valuable to us. We are always willing to go the extra mile for customers like yourself. Sincerely, Genesis Exteriors
Service Provider ResponseThank you so much for the business, it was a pleasure working with you on this deck project. I think the deck looks fantastic too and I hope you enjoy it for years to come!
Genesis Exteriors is open:
Monday: 8:00 AM - 4:30 PM
Tuesday: 8:00 AM - 4:30 PM
Wednesday: 8:00 AM - 4:30 PM
Thursday: 8:00 AM - 4:30 PM
Friday: 8:00 AM - 4:30 PM
Genesis Exteriors accepts the following forms of payment: Visa, MasterCard, American Express, Discover, Financing Available, Check
No, Genesis Exteriors does not offer eco-friendly accreditations.
No, Genesis Exteriors does not offer a senior discount.
Genesis Exteriors offers the following services: Windows, Doors, Decks, Siding, Roofing, Gutter Systems, Hail & Storm Damage.
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2022 Super Service Award
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