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FAQ

Frequently Asked Questions

1. Are There Stack Fees For Integrating With Genesis?
No. Genesis is considered a necessary provider, so there are no stack fees required to integrate.
Yes. Genesis reports to all three major credit bureaus: TransUnion, Equifax, and Experian.
Genesis and Bend are US-based.
Bend, powered by Genesis, is an automation platform that manages compliant resident outreach in your property’s name during the first 90 days after move-out.
First-party collections (Bend) means communications are sent under your property’s brand, giving residents the experience that they are still working directly with you.
Third-party collections (Genesis) means a licensed collection agency engages on your behalf, under Genesis’s name, after early-stage efforts.
Yes. You may terminate the agreement with notice as outlined in your contract. Reach out to your client service specialist to begin the process.
Yes. Files can be cancelled, but cancellation terms vary depending on how long the file has been placed. Refer to your agreement or ask your client service specialist for specifics.
Statute of limitations varies by state. Genesis monitors compliance and ensures no accounts are pursued outside of the applicable state law. Your service specialist can confirm state-specific timelines if needed.
If a resident disputes a balance, you have 30 days to provide supporting documentation. It’s important to respond promptly to requests so the debt can be validated and recovery can continue.
Genesis third-party collections are always included and required for the integration. Bend’s first-party automation is optional—you can choose to add for early outreach, brand-aligned communications, and compliance checks before escalation. If you don’t enable Bend, all delinquent accounts flow directly into Genesis collections.
When both are enabled, Bend handles automated, white-labeled outreach during the first 90 days post-move-out. If a balance remains unpaid, the account automatically escalates to Genesis for licensed collections—no extra work required from your team. This setup maximizes recovery while preserving your brand in early stages and ensuring a compliant, full-service backup when needed.
You only pay when funds are recovered. Bend integration, automation, and reporting are charged at a 20% contingency fee on amounts recovered, with no setup or subscription fees when enabled through AppFolio (subject to your agreement). Genesis collections are charged at a 40% contingency fee on recovered funds. Legal services, when pursued with your approval, are charged at a 60% contingency fee plus legal costs. Any bank or card processor fees are passed through at cost. Itemized statements and monthly remittances are always provided.
Start with the signed lease, final ledger/move-out statement, and security deposit disposition. You may be asked for applications, condition reports, or notices/judgments to substantiate the balance. Complete docs reduce disputes and speed recovery.
Earlier placement leads to stronger results; place once the move-out balance is finalized rather than waiting for accounts to age. Standardized rules across properties help your teams act consistently.
Bend audits account details and flags issues early so you can upload missing items. That reduces risk and keeps the account from stalling later due to disputes or documentation gaps.
The account seamlessly escalates to Genesis for licensed third-party collections. You’ll see ongoing progress updates and receive regular reporting on activity and recoveries.
No. If a balance remains unpaid after Bend’s early-stage automation period, the account automatically escalates to Genesis for licensed third-party collections. There’s no extra work required to move accounts between the systems.
Genesis service specialists are available for placement timing, documentation questions, and training new site staff—so your team always knows the next best step.
You can log into Bend at any time to view dashboards and reports with account status, recoveries, and settlements. Monthly statements are also provided, and paid debts are automatically updated when collections are received.
No. All configurations are completed with your Bend implementation specialist during onboarding. They’ll walk you through branding, recovery settings, communication preferences, PMS connections, payment options, and user access to make sure everything is set up correctly. Once configured, the system runs automatically—no extra steps required from your team.
Yes, but only certain accounts are eligible for legal action. Genesis’s legal team will review and assess each account, and if it qualifies, they will request your approval before pursuing it. If approved, legal fees are typically 50% of the recovered balance, plus costs. Legal action is always optional and requires your explicit consent.
If a resident pays your company directly on a placed account, you must promptly report the payment to Genesis. Commission still applies on direct payments to ensure accurate reporting and compliance.
Genesis may settle standard accounts at up to 80% of balance and older/poor-credit accounts at up to 50% without prior approval. For larger or unusual settlements, Genesis will always request your approval.
Yes, but cancellation terms vary by timing. Cancelling after 90 days may still incur commissions on amounts collected later. Refer to your agreement for exact details.
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