Complaints

This profile includes complaints for The Genie Company's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  The Genie Company

  PO Box 67 Mount Hope, OH 44660-0067

• 

  The Genie Company

  2850 Gilchrist Rd Akron, OH 44305-4444

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:02/11/2025

  Type:Customer Service 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 have contacted The Genie Company several times to resolve an issue with our garage door opener, Model ********** purchased from **** ***** on 7/24/21. The motor sounds like it is clearly failing, There is a small purple flashing light when operating the door. The light turns solid red when it stops working. The garage door opens sporadically, and when it does open, it stops about 2 feet off the ground. Customer service refuses to address the problem. First they told us it was the spring, then they told us the door was off balance. We have looked into both of these items, and neither of these are the reason it is not operating correctly. Customer Service insists that we pay a technician to come out. We will not pay a technician, especially at a cost equivalent to a new garage door opener, just to troubleshoot a problem we have already described. This brings into question the value of a warranty if it requires an additional expense for diagnosis.

  Business Response

  Date: 02/12/2025

  Genie Customer Service reached out to the consumer today and left a message.

• Initial Complaint

  Date:01/27/2025

  Type:Customer Service 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 to express my frustration and disappointment with the difficulties I have encountered in attempting to resolve an issue with a Genie product. Recently, I experienced a malfunction with 2 year old Genie Garage Door opener which has caused significant inconvenience. What has been most troubling, however, is the burdensome process of attempting to correct this issue. I’ve encountered numerous barriers when trying to get assistance, which only exacerbates the situation. As a senior citizen, I find it particularly challenging to navigate these complications, both in terms of time and the added stress. The constant need to pay extra fees for a faulty product feels unfair and unreasonable. It seems like, instead of offering support, your system is designed to further burden customers like myself who are already dealing with the frustrations of defective equipment. The expenses I have incurred so far include: Unit was purchased 1/2022 12/20/24 My home warranty Tech Diagnosis fees: $125 1/14/25 Parts Installation: $75 1/20/25 Diagnosis After parts didn't fix problem: $59.99 Now that new parts have finally been ordered The local shop will charge me $100 to install I believe that the fees associated with trying to fix an issue that should have been addressed through proper quality control are unjust. I am requesting reimbursement for some or all of the additional costs I’ve incurred due to this situation. These fees have placed a significant financial strain on me, especially considering that the root cause of the issue lies with your equipment, not my own actions. I would appreciate your prompt attention to this matter and hope for a fair resolution. Thank you for your time and understanding.

  Business Response

  Date: 01/28/2025

  Genie Customer Service reached out to the consumer, as a goodwill gesture we are scheduling a dealer to install the part.

• Initial Complaint

  Date:12/13/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 spent a week calling the Genie Company to help diagnose a problem with my garage door company. The electronic door limit settings were lost after having to reset them every two cycles. Several level two service representatives either hung up on me or the call was lost because of bad connections. A representative asked me to adjust the door springs which I did and the door passed their test of remaining mid-span. One representative suggested that my problem was caused by an electrical storm without any evidence. After a week of phone calls and long wait times, I gave up on getting the company to repair my door opener. I had to pay over $300 for a new unit which has been working fine. I have had a Genie Company garage door opener for 30 years. I purchased a new garage door opener on April 27, 2022 from **** *****. By June of 2022 the unit lost its limit controls and it bent and broke the screw shaft. The customer service representative claimed I had an electrical storm that made the unit lose the limit settings. I had to purchase a new shaft for over $100 and installed it in the door. I had to reset all the limits to get the door to work. The settings lasted until October of 2024 when I had to re-program the electronic limits each day for a week. The limits would work for two cycles and then stop working. Each time the limits did not work the door would not close and luckily the shaft did not break. In April of 2022 I purchased Model 4063 with serial number ***************. I removed the door opener in early November of 2024 because the Genie Company would not honor the 5-year warranty. I have a copy of my credit card statement that shows the purchase in April of 2022 from **** *****, but I do not have a receipt from a store register. **** ***** did not take back the opener because it was more than 90 days from the purchase.

  Business Response

  Date: 12/21/2024

  Genie Customer Service was able to connect with the consumer 12/20/24. 

• Initial Complaint

  Date:12/02/2024

  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.

  The Genie Company has refused to honor the 5-year warranty on their product, despite the unit being less than 5 years old. After following and demonstrating all their required steps to diagnose the issue, it has been confirmed again that the defect lies in the motherboard or ports of their unit. The unit is completely unusable and unoperational. However, the company continues to deny responsibility and resolve the issue, relying on arbitrary "fine print" rather than addressing the clear defect in their product. The unit was a gift from my father that he had gotten new from Home Depot in Upper ********* ** during our last conversation, and it controls the garage door that houses my late brother’s 1987 Ford Mustang LX—a car he lovingly completed restoring as the final act of his life before killing himself. This garage unit defect has made it difficult to access and protect my brother's irreplaceable car. The company’s lack of compassion in handling this matter is both entirely unprofessional and unethical. Despite numerous and extensive attempts to contact The Genie Company via phone, chat, and email, I have been met with dismissive responses and burdensome demands for unnecessary documentation. The unit's manufacturing date alone confirms it is within the warranty period, yet the company persists in refusing assistance and disregarding reasonable facts. This demonstrates a clear example of a business prioritizing profit over integrity, forcing customers to bear the burden of their defective products. On top of this, I am left with the additional inconvenience and labor of removing and reinstalling the unit due to their defect. I urge The Genie Company to honor the integrity of their warranty and resolve this matter promptly. Their current actions not only undermine trust in their brand but also fail to meet basic standards of ethical customer service. Details for Reference: Serial Number: ************** Reference Number: ************* Warranty Period: 5 Years

  Business Response

  Date: 12/02/2024

  Genie Customer Service will reach out within the next 24 business hours to go over symptoms and determine resolution.  

• Initial Complaint

  Date:10/22/2024

  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 to file a complaint against Genie, a garage door company, for their failure to honor the warranty on my garage door motor and their ongoing lack of responsiveness. I recently purchased a home that came equipped with a new Genie garage door motor. After experiencing issues with the garage door not functioning, I had a professional garage door technician diagnose the problem. The technician confirmed that the issue is with the motor’s logic board, which is defective and cannot be repaired. The technician recommended that I claim the warranty with Genie to have the motor replaced. I followed all necessary steps to initiate the warranty claim, including submitting my product registration, a photo of the motor’s serial number, and proof of homeownership/deed that shows that I bought the home in April 2024 with the new Genie device inside. Despite this, Genie has consistently failed to respond appropriately to my multiple attempts to reach out for assistance. I have contacted them eight times via phone, email, and online chat, but each interaction has been met with inadequate support. On several occasions, they claimed they could not locate a serial number that matched my device, even though I provided a clear image showing the serial number (labeled as "S/N"). One email response from Genie instructed me to submit a technician's report, which I promptly did, yet I received no follow-up after weeks of waiting. This lack of communication and resolution has caused me significant frustration and inconvenience. At this point, I am requesting that Genie honor their warranty by replacing the defective garage door motor. I have fulfilled all of their requirements and provided the necessary documentation, yet they continue to neglect my claim. I would appreciate Genie's assistance in resolving this issue as soon as possible. Thank you for your time and consideration.

  Business Response

  Date: 10/22/2024

  Genie Customer Service will reach out to the consumer today via phone and/or email and work something out.  

  Customer Answer

  Date: 10/29/2024

  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.
  
  The company genie asked for this picture but provided no way for me to submit it so submitting it here for them. 
  
  Regards,
  
  ****** ***

  Customer Answer

  Date: 10/30/2024

  Thank you for your message. The company Genie responded by sending me a logic board. However, I am not able to figure out how to install it as I’m not a garage door technician. I have been trying to contact Genie to ask if they can send a technician to install the logic board but no one answers the phones during business hours. If they do not provide a technician I would like to request that they provide a new garage door motor. 

  Business Response

  Date: 10/31/2024

  Genie will provide a one-time courtesy service call. In the future it is up to the consumer to perform the service or hire someone to do it. This is a do-it-yourself unit no labor is covered under the warranty. 

• Initial Complaint

  Date:09/27/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 9/19/24 I closed my garage via the Aladdin app on my phone that is associated with my Genie Garage Door opener. When I returned 58 minutes later the app was not functioning correctly and i could not get into my garage. I found the customer service number on the app and spoke with Lisa L** for an extended amount of time & she said they were having technical difficulties. I also sent her a screen shot of the error message I received on the app. Lisa eventually had me delete & reinstall the app but neglected to tell me that this still would not allow me to open the garage door as it would now be offline. She finally said my only option was to call a locksmith & to submit the invoice to customer support for reimbursement. Four hours later I got into my house. I submitted the invoice from the locksmith for the charge of $250 but now Aladdin/Genie is refusing to pay. My complaint was escalated to Samuel at "level 3 Ohio" but he will not authorize payment & insists it was a problem with my phone, which is not the case. I asked him to review the conversation I had with Lisa L**. I realize going forward I need to have an alternate way of getting into my house and not rely 100% on the app as I did prior to this happening. I did mention that I would contact the Better Business Bureau & also contact the Council on Aging as I'm 81 years old. The Genie Company ***. *** *** ***** ***** ******** ** *****

  Business Response

  Date: 09/30/2024

  Genie Customer Service will reach out to the consumer today and resolve. 

  Customer Answer

  Date: 10/16/2024

  Better Business Bureau:

  I received the check for $250 from Genie Company. Thank you for all your help,

  Regards,

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

• Initial Complaint

  Date:09/12/2024

  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 contacted support about my ******* garage door opener being stuck with two red LEDs flashing. Although the door can be manually operated, the unit fails to complete the travel limit setup, suggesting an issue with the opener itself. I’ve already followed the troubleshooting steps provided, but the problem persists, and I would like to initiate a warranty claim using incident number *************. This initial contact is via online chat and then I am suggested to call their call center by **********. I called the number and waited online for two hours and am still waiting for it. I seems so hard to talk about warranty stuff with the company.

  Business Response

  Date: 09/12/2024

  Genie Customer Service will reach out and supply support on troubleshooting and obtain the necessary information to determine if the consumer is the original owner. Only the original owner receives the warranty.  

  Customer Answer

  Date: 09/12/2024

  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 am not the original owner of the unit because I purchased the garage door opener with my new house together. On the unit, I have ******* model number and ************** for serial number.

  The unit is manufactured by the company. They shall give warranty to the unit not to any owner as long as the unit is still in coverage period.

  Regards,
  
  ***** ****

  Business Response

  Date: 09/12/2024

  Thank you for the serial number, we will also need a copy of the receipt from the purchase. We have left a message for the consumer and will try again tomorrow. 

• Initial Complaint

  Date:08/19/2024

  Type:Customer Service 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 to a home that has a genie garage door and I have tried to link my keypad and homelink device to the garage door and it does not work. When I reach out to genie they chat I get the same instructions that does not work. It's like it's robot but they say it's a person however I get nowhere. I call the support line the hold is 2hrs. I put my number on the list to get a call back and nonone ever calls back. I hold then when I say the problem the person conveniently hung up after holding for almost 2hrs. So feed up with genie. I just want the homelink and keypad to work

  Business Response

  Date: 08/19/2024

  Genie Customer Service will reach out to the consumer today. The consumer could also reach out to Genie Customer Service if we miss them at **************, 

• Initial Complaint

  Date:08/14/2024

  Type:Customer Service 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 an Airbnb homeowner. I'm having problems using the Genie AladdinConnect App. When I use it, I have no problems but when I put a temporary stay with a time range for my guests, it does not work for my guests. Previously, it was working perfectly. Now it does not. If i enter a time range it gives the error message: "Not in current time Window" regardless of what time I enter. This negatively impacts my business. I am getting negative reviews from each guest. Each time my guests use the app, they are not able to open the garage, park and enter the house, which is obviously very importany for Airbnb. I called AladdinConnect technical support. Each time they gave a different excuse. They told me delete all virtual keys, reinstall the app, delete the door, reboot to wi-fi. I did all of these things and it's not working. I hope to find a resolution to this matter, since this not only impacts me but negatively impacts Genie reputation of providing reliable products. Every Airbnb guest that stays at my home has problems with the AladdinConnect app. Since, they know it is not working, this discourages them from purchasing their own Genie products. I don't know if this is a glitch/bug. If not, I hope to receive a new AladdinConnect device since this one is not working.

  Business Response

  Date: 08/14/2024

  Genie Customer Service will reach out to said consumer within 24 hours to obtain additional information and provide a resolution. 

• Initial Complaint

  Date:07/10/2024

  Type:Customer Service 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 in this house brand new first home owner. Remote controller broke. We moved in on 9/5/24. I contacted the genie chat company and the agent "Caroline" was very rude. I tried to explain everything, but told me it wasnt covered. She state it was more than two years, but I told her we are the first owners and if she wanted proof I was more than happy to show her. I have attached an image stating we are the first owners and when we closed for the house. She also was accusing me of lying that the remote controller wasnt the original one. She claimed that it wasnt the one which in the booklet it was the same as the image. She just basically cut me off chat. I have the incident chat record which is: [Incident: ************** I am not requesting my money all I am requesting is another remote controller. If it can be looked into I would really appreciate it. Thank you.

  Business Response

  Date: 07/10/2024

  Someone from Genie Customer Service will reach out today and resolve.