ComplaintsforThe Genie Company

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchased Genie Garage door opener 7055 from ***** in January of 2023. It was installed by a **** ***** Licensed Garage Door Contractor. The unit started making a loud squealing noise in May 2024. It seems as if it has a bad bearing in the motor. I did three Online Chats at the Genie website. The first told me to file a warranty claim Online - which I did. The second confirmed that the warranty claim was registered and to check back in a couple of days. The third told me that Online Chat cannot deal with warranty issues and that I needed to call and speak with Genie CSR directly over the phone. I waited on hold for over a hour and finally reached a Genie Customer Service Rep. She had me operate the door several times so she could hear the noise when the garage door is operated. She had me disconnect the door to verify it was the motor and not another part of the mechanism. She said that a Genie tech would contact me in 2 business days. That was 6 business days ago. We have received no call backs or emails. Todays wait time to speak with an agent is 3 hours. I want Genie to honor the warranty and repair or replace the garage door opener.

  Business response

  06/17/2024

  Genie Customer Service will reach out today to resolve. 

• Initial Complaint

  06/05/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Company charged me $159 to install garage door opener. Never dispached a company to do the work and never reached out to me. Paid genie on april 9 requested a refund late may. No informarion provided by the company when I call.

  Customer response

  06/05/2024

  The paymebt was given over the phone, and no receipt given. Only charge details available from bank records.

  Business response

  06/06/2024

  Genie Customer Service received a call from said consumer today, working to resolve the issue. 

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The garage door opener system was put in our new construction home in April 2023. In May 2024 the unit was malfunctioning when closing and I contacted tech support to try to fix the issue. It could not be fixed. I contacted a repair man and he stated the unit was not working properly and they had a 3 year warranty and to contact the company to file a warranty claim. We called the customer support line and they gave us another number to call which then circled back to customer service, never able to file a claim. I then tried their customer support chat where both ******** *** ****** * refused to let me file a claim. They said I had to troubleshoot with them and when I agreed then gave me a number to call to troubleshoot and disconnected. They company is purposefully NOT allowing me to file a warranty claim to get a working garage door opener system. We have tried every option to file a claim and we are sent in circles and not allowed to submit anything. This is blatenetly against their warranty policy and robbing customers of money with faulty products they never intend to fix

  Business response

  05/31/2024

  Someone from Genie Customer Service will reach out today to work on a resolution.   

• Initial Complaint

  04/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a garage door opener in September I had the garage door company hear yesterday to install it and it doesn’t work I am very unhappy and I would like a replacement

  Business response

  04/29/2024

  Genie Customer Service will reach out to this consumer today via phone number listed. 

• Initial Complaint

  04/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On March 31, 2024, I purchased a Genie Garage Door Opener along with the Installation at the **** ******  I made the purchase online and it said that the installation would be on April 2, 2024. Later that day I received an email confirming the purchase and installation and it stated that a professional would contact me to confirm the date and time. I never received a call and when no one came to install the opener, I called the **** ***** and was given a number to call. ***** ********. I tried calling the number but was on hold for over 30 minutes. I tried leaving a message with my number but did not receive a callback. I tried calling or leaving a message every day since April 2 but have yet to receive a phone call or have the opener installed. On April 11, I again called the **** ***** to complain and was given your website and advised to use the chat feature. When I used the chat feature I was given another phone number to call, ***** ********. I called the number and again was on hold for 1 hour. I went back to the chat on your website and was given another phone number (**** *********  I called that number and advised that the wait was 1 hour. I had a Genie Garage Door Opener for over 25 years when it finally broke I thought it would be a good idea to stick with the same manufacturer. When at the time of purchase installation was offered two days later, I thought why not? It is now 12 days later, I have paid for the installation, I have not spoken to anybody other than your chat feature. I have spent hours on hold at all three of the phone numbers given to me. And still, the garage door opener has yet to be installed!

  Business response

  04/15/2024

  Genie Customer Service spoke to the customer, and he finally heard from the installer, and they are coming out on Wednesday to do the install. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a garage door system through Genie Company a few years ago, and in just those few years, ive had multiple issues with the system malfunctioning. Customer service is a joke and they get irritated when ppl don’t understand directions/or know how to do something when it comes to trouble shooting. Hmm, maybe if the company had ACTUAL reps who came out to fix hardware issues, then this would be less of a problem. Furthermore, When I was first purchasing, and someone came out to install, they conveniently left out the part where the rep is not actually a rep for genie, but is a CONTRACTOR not affiliated! That is WILD in my opinion! It makes it seem shady and dishonest and that they do this crud to avoid responsibility when their CRAP products malfunction! They spouted all the “this product has a 10 yr warranty if anything goes wrong” BS to get ppl to buy, but when the first issues started happening (like car opener stops working or key pad), they told me they don’t actually have reps and that the only thing under warranty is the motor and that if i need more assistance- ill have to call a contractor and pay for labor fees. This is absolutely vile. This company and product is an absolute crap show and they are shiesty. Reps on customer service are snarky and unhelpful. It’s almost like this company just assumes that everyone knows how to fix electrical/wiring problems with their products. Its an absolute JOKE! Avoid this company at ALL COSTS! They are crooks! I just got off the phone with customer service and she reminded me several times throughout the call that they were closing and she was outwardly sounding annoyed while on the phone. She told me she cant do anything else and that i should just manually shut my garage door…this whole experience with this company has been foul.

  Business response

  04/02/2024

  Someone from Genie Customer Service will reach out to the consumer and provide assistance. 

• Initial Complaint

  03/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased two garage door openers on 12/28/22 that were manufactured by the Genie Company (receipt attached). The cost of the door openers was $643. In March of 2023, one of the units stopped working. I called Genie customer service and they claimed (during a phone call) that it wasn't the door opener that was the issue, rather, it was the garage door. They stated that the springs on the door weren't adjusted properly. I disputed this but they then stated that while the door openers were still under warranty, they would not consider replacing or fixing the opener unless I had a garage door technician come to my house, inspect the doors and then submit a written statement. With no other choice, I had a garage door technician come to my house on March 8. He assessed the doors and stated that the issue with the door opener was NOT due to the garage doors and they they were in good working order. His written summary (attached) states that the garage doors were not the reason that the door opener failed. I had to pay $115 for this visit. I then submitted the written statement to Genie. I spoke to a Genie representative on Saturday, March 9. During the call, the Genie representative said that the issue was a faulty 'control panel' and that they would send a new one, BUT I had to pay $10 for the shipping costs. They also told me that they don't send a technician, but expect that the part is installed by the homeowner. I told the representative that the unit was covered under their warranty and that they should send me the replacement part and cover the shipping. I asked to speak to a manager and was told that someone would get back to me in 2-3 days. At this point, my garage door hasn't worked on over two weeks. In summary, the units I purchased cost me $643. Plus, I had to pay for the cost of an independent technician to come to my house ($115). The unit is covered under their warranty and I'm not paying for shipping and I want reimbursed for the $115.

  Business response

  03/13/2024

  To Whom It May Concern: 

  When a consumer contacts the Genie troubleshooting line for assistance, we will always have them check the door balance. Actually, the consumer could test the door balance themselves and should be doing that according to the door owner's manual for maintenance since it is the largest moving item in a home.

  Since the consumer had a dealer out to check the springs on the door and they have "Tested & lubricated both doors. Both running great by hand. Adjusted springs to give a little more tension. but both springs were doing enough to not hurt operator. Doors were installed in 2012 no reason for operator to fail that I could find". Genie will reimburse for the $115.00.

  Genie Customer Service will reach out to the consumer and determine what part(s) are required to resolve the issue at hand, so the correct parts are shipped. The part(s) will be sent no charge including shipping. However, it should be noted that we do charge a $10.00 shipping and handling charge, and this will apply for future shipments.  

  Customer response

  03/13/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *******

  Customer response

  03/25/2024

  Better Business Bureau:
  
  Although The Genie Company proposed an adequate resolution to complaint ID ********* *hey have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.
  

   

  The issue is not yet resolved.  I’m still waiting for the replacement part for the door opener and the check to reimburse me for the cost of the technician, which they said they would pay.
  
  
  Regards,
  
  ***** *******

  Business response

  03/27/2024

  Genie Customer Service followed up 3/26/24 with the consumer, the replacement part shipped out on the 21st of March on tracking1****************** As soon as we are provided the check number for reimbursement, we will reach out to the consumer and provide it.  

   

  Customer response

  03/27/2024

  Better Business Bureau:
  
  I have reviewed the 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.
  
  [Provide details of why you are not satisfied with this resolution.]
  
  The garage door opener I purchased was defective and covered under the Pepsi t warranty.  The issue was not the result of the garage door.  Genie sent me a replacement part that I am now expected  to install.  This means I need to take the unit apart, remove the defective part, install the new part and then recalibrate the unit.  This is ridiculous as I am not an electrician and there is a good chance that this doesn’t fix the issue.  Why wouldn’t they have a certified technician come and fix their defective product. This is another example of the awful service and customer support from Genie.  For the record, I will ever purchase another product from this company and will warn anyone looking for garage door openers to choose another company and better product.

  
  ***** *******

  Business response

  03/28/2024

  The original units were purchased from a big box retailer and the consumer so chose to have them installed at the time. I believe the installer will come back out for a period of time and work on the units if necessary. However, I am sure that the given days have passed at this point since they were purchased in December of 2022. Those units do not have a labor warranty with them. Genie will cover parts for replacement after troubleshooting. The installation of any replacement parts would be up to the homeowner.   

  Customer response

  03/28/2024

  Better Business Bureau:
  
  I have reviewed the 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 still haven’t received reimbursement for the garage door technician.  Also, it shouldn’t matter where I bought their product, they should service this.  **** ***** doesn’t provide this type of service.  

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

  Business response

  04/02/2024

  The reimbursement check was mailed on 3/27/24, check number *********

  Customer response

  04/02/2024

  Better Business Bureau:
  
  I have reviewed the 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 appreciate that the check has been sent but the garage door opener still doesn’t work.  The replacement part they sent, which I had to install myself, did not fix the issue.  I need Genie to get a new unit sent to me and for them to have a technician install and fix this- at no cost to me.  I won’t accept their response until they agree to this and the unit has been fixed and works.  
  

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

  Business response

  04/03/2024

  On March 13th a replacement board was sent out no charge. On April 1st a new powerhead was shipped, and it is out for delivery today. Tracking 1*****************. Also, on 4/1/24 the consumer was advised that work order was put through to have the new powerhead installed. A dealer will be reaching out to the consumer to schedule the appointment. 

  Customer response

  04/04/2024

  Better Business Bureau:
  
  I have reviewed the 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 will accept this response only after the defective unit has been replaced and it’s working.  I have not heard from installer as of today, 4/4/24.
  Regards,
  ***** *******

  Customer response

  04/16/2024

  A garage door company finally came to the house on Friday to install a new door opener unit.  The door now works.  This could have all been avoided if they would have done this when I first reached out to them to report the issue. I do want to get confirmation from Genie that the replacement door opener will be covered under the same warranty.  Can you get them to confirm this?  Thanks.

  
  

  *****

  Business response

  04/18/2024

  The new unit carries the same warranty as the old unit. Motor has a lifetime warranty; parts have a 5-year warranty, and accessories have a 1-year warranty. This all goes from the date of purchase on the original unit. There is no labor warranty, sending out a dealer recently was a goodwill gesture and a one-time thing.  

  Customer response

  04/18/2024

  Thanks to the BBB for helping to resolve this.  While I accept the resolution, I do want Genie to confirm in an email to me the warranty for the now replaced door opener.  Thank you again. *****
  

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *******

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a new garage door opener the 1st weekend of the year & installed it. After about a week I noticed that it changed the travel limits & left a gap at the bottom of the door. I reset the limits & less than a week later, it did the same thing. It ended up doing that to me 4 times before the set button broke. Feb 5th I called support & told them my situation & they escalated me to level 3 who never called me back and only reached out via email. They sent me a new power unit only for me to discover that its not even the same model that I paid $300 for. It is a lesser discontinued model which I know to be true because I have searched high & low for the replacement. It is very evident that someone just went out to the warehouse & grabbed one off the shelve & called it good. The unit was sent came with no light covers or anything, just the bare power unit & was covered in dust. The one time I have managed to speak to someone this week, they tried telling me that what was sent was the same model, but yet the light covers from the model I purchased are a COMPLETELY different shape than the unit & are un-usable. I have been trying to get ahold of someone that can help me out every single day this week but can't ever get anyone on the phone & when I tell the system to call me back, I never receive my call back. I am still waiting on a Level 3 rep to return my call from Monday morning. I have tried chatting with someone online, but get absolutely no where. This raises many concerns, 1 being just how crappy is Genie equipment if it starts failing after a week? 2 How can the Genie Company get away with trying to rip its customers off by send them a replacement unit that is of lesser value than what was paid? 3 What is going on at Genie that the wait time to speak with an agent is NEVER LESS THAN 3 HOURS? And that is if you ever get a call back period. I want either a replacement of the unit THAT I BOUGHT or a refund check for $302.02 so I can get something that works.

  Business response

  03/04/2024

  Genie Customer Service spoke with this customer at 1:53 pm ET today. The correct powerhead was ordered and will ship tomorrow 2nd day air and a *** return label was issued to return the incorrect item.     

• Initial Complaint

  01/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Product stopped working. Still under warranty. Manual does not help. Won’t return my email. When calling their phone, it’s always at least an hour wait . According to manual, it says not to return product to the store.

  Business response

  01/30/2024

  Genie Customer Service will reach out to this consumer today via phone and provide warranty assistance.  

  Customer response

  01/31/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

  Regards,

  ***** *****

• Initial Complaint

  12/22/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a genie screw drive trolley for garage door and immediately canceled after showing item to the repair man fixing my garage door. I was told to cancel because I needed a chain driven trolley. I received a response of cancelation and charges to my credit card was reversed. Today, I received the wrong part in the mail and checked my credit card and a new charge was on my account. I can return the part and pay to ship which will be deducted from my credit once they receive. This company seems crooked because I already got notice that they received my cancelation and pursued to reverse charge. Then sent part anyway and charged account again. This company bought out Genie and their garage door systems are now discontinued. I had to have a new system installed, because Genie Garage doors are discontinued. They should credit my account for total charge and they should pay for shipping to return part.

  Business response

  12/22/2023

  There were two orders placed for the same part within minutes of each other. Since this is an online ordering system. The consumer would of placed both orders. The first order was cancelled and refunded. The second order was shipped and delivered.  

*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. ↩