Complaints

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:11/17/2023

  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 bought the cat genie used on ******** marketplace. It was missing a small section of drain pipe (toilet hook).The company would not sell me this part without me shipping the entire unit to their warehouse and paying an additional $35 to inspect the unit to ensure it hasn't been in storage. All of this for a section of plastic pipe with 2 90 degree bends in it.

• Initial Complaint

  Date:09/30/2023

  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 use the Cat Genie and I am long time customer of the product. In my experience the Cat Genie breaks down over time so to provide an uninterrupted Cat Genie experience for my cat, I always purchase a 2nd Cat Genie as a backup system when the other unit fails. For years, I was always able to send in my deflective Cat Genie unit back to the company to exchange for a refurbished one. I was surprised on 9/29/23 when I called for support to continue this trend that the representative said he was unable to help because the Cat Genie that I was having issues with was 12 years old based on the serial number. The problem is I'm not sure that is entirely accurate as that unit happens to be a refurbished unit that was sent to me within the last few years to my recollection and I was only storing it; it wasn't being used. In fact, I have only placed this unit into service for around a year so because another unit had failed. The representative is incorrectly inferring that I was using this Cat Genie unit for the last 12 years which is not accurate. Since the current defective unit has failed only after a year or so of use, I feel I should be given the same service as always to exchange my defective unit for a refurbished unit along with the reasonable costs of one and shipping fees.

• Initial Complaint

  Date:08/15/2023

  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.

  After being a longstanding customer having purchased 3 units over a span of about 15 year, as well as supplies purchased usually in bulk. I was seeking parts for one of the units still in service. I have spoken to two different representatives regarding the need for the "spare parts kit" however was denied the ability to purchase the available part due to internal policies that don't apply in my specific situation. I have attempted to explain in detail my situation and the behavior of my pet as well as explained the usage pattern for my units throughout the last few years. I have asked to speak with management or supervisory level personnel however I have not received any communication from such people. Its my understanding these parts are not discontinued however they have the right to not allow me to purchase something needed to optimize the performance of my unit and ensure proper function of the unit in order for me to take care of my beloved pets. I would ask this policy be looked at internally and be revised to not inhibit future animal lovers the ability to care for their family members.

• Initial Complaint

  Date:05/12/2023

  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.

  Terrible Customer Service and Poor Product Quality from CatGenie I purchased a Cat Genie Smart Litter self-washing box from CatGenie and I have had an absolutely terrible experience with this company. First and foremost, the product quality is extremely poor. After just uses, the washer on the hopper rotted away, rendering the entire unit unusable. When I contacted CatGenie's customer service department to order a replacement part, I was shocked to be asked to provide proof that I am buying supplies from them. I registered my unit with them and I am willing to pay for the spare part kit, so I do not see the reason for such an invasive request. Their policy makes no sense and does not reflect the principles of good customer service. Furthermore, when I asked where it states on their website that customers need to provide proof of purchase in order to buy replacement parts, I received no answer. When I asked to speak to a manager, I was told that managers do not take calls and that I should email instead. This is the worst customer service I have ever experienced. I paid over $550.00 for this product and now I am being denied access to replacement parts that I need. I strongly advise anyone who is considering purchasing a Cat Genie Smart Litter self-washing box to think twice. Not only is the product itself not up to standard, but their customer service is appalling. In addition, be prepared for the mess and inconvenience of cleaning blockages, which they don't warn you about until it's too late. Overall, I am extremely disappointed and angry with CatGenie. Their poor product quality and terrible customer service have made my experience a complete nightmare. Save your money and look elsewhere for a reliable self-washing litter box. Regenerate response

• Initial Complaint

  Date:03/29/2023

  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 have a cat genie AI litter box that is around or less than a year old, have had multiple problems over this year but always had satisfactory resolution to the issues from your company. The device is a replacement to litter ***** that lasted four years without a single problem until it suddenly died, so I decided to try your device. I loved my litter *****, but I travel a lot and wanted something that wouldn't need a bag replaced every 4 days or so. I came home from a 6 day conference to cat poop piled up in the device, and my cats having decided the box was too dirty and using the corner next to the box. Not exactly a great day. I did not get any warnings on the app from the device that it had malfunctioned, so I didn't know a mess was piling up. I ran a manual cycle and noticed the scooper arm was not coming down, so I called technical support. After speaking with the lady she asked me to send her pictures of the top, bottom and back. After sending the pictures I was informed a replacement "brain" or whatever the main part with the motors is called would be sent my way so that your company could fix mine. Several hours later I was informed that the replacement device would not be sent and I would have to send my device in for repair at my cost because there was urine on the bottom of the unit. The device is still under warranty, and cat genie stated they would not cover it because they saw urine had made it under the brain. They suggested I modify the device to train my cats to use it properly. My issue is the warranty says repairs are covered if the device fails under normal use. It was used as a litter box, which is normal use, and it failed. If urine making into the brain is the problem, and that occurs during normal use, that is a design flaw that should be covered under warranty.

• Initial Complaint

  Date:03/21/2023

  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 attempted to purchase a replacement part on March 19, 2023. I spoke with ********************* on the phone and through email and provided him with the cat genie serial number, as well as my order history through ******. He told me he had my order history through the cat genie website connected with my email, ******************* he informed me he could not sell me a replacement part because I had not purchased enough sani solution and granules and that it would, 'look funny' to the company. I don't understand why it even matters how much product I am continuing to buy from the company, I purchased the unit brand new and need a replacement part. Simple as that. Upon further investigation into my online account with can genie I found that me order history was mich more extensive than ****** had told me. I emailed him pictures of the orders and asked if this 'qualified' me to purchase the replacement part I need. No response back from him.

• Initial Complaint

  Date:03/16/2023

  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.

  DO NOT BUY FROM THIS COMPANY!!! I've now bought 3 ********'s from them. Fortunately, the first 2 stopped working just before the 2 year warranty was up. All 3 constantly clog up from the hair and poop despite them trying to advertise that their latest model is much better at not doing that. Then they tried to sell me on buying their maintenance soaks as it was supposed to work better than their maintenance cartridges. I bought the combo package as the rep told me I would get the soaks as they had sold their last cartridges despite the website saying I might get either the soaks or cartridge. I got the package and to my surprise, I got the cartridge instead. Customer service refused to send me replacement despite knowing their rep gave me false info. They wanted me to return the heavy package (despite currently having a broken foot and relying on 2 crutches) ... and also wanted me to pay $12 for return shipping despite this being their mistake!!!

• Initial Complaint

  Date:03/14/2023

  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 purchased this machine for over 400 dollars and when I moved, I lost the toilet hook, so I called the parts number and the lady refused to sell me a toilet hook. Unless I returned my machine back to her to get it checked out for 45 dollars. and if the machine needed repairs, it would cost me 200 dollars. I told her the machine is running fine and its not under any warranty that I just need a toilet hook because I lost it when I moved to Florida, and she still refused. I ask her again all I need is a toilet hook and you are refusing to sell it to me. she told me that the parts belong to the business, and they don't have to sell them to me. and if i wanted the part I would have to return my machine to them for inspection

• Initial Complaint

  Date:10/04/2022

  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 have been using the CatGenie for years. I'm actually on the latest edition AI version. Typically it has been fine but in the last few years, we have been getting sani solution cartridges that DO NOT WORK. I keep telling them this and they are so unhelpful. These things are a must not an option to use the device and yet they keep sending us defective items and then won't exchange and want me to call again and again and get no answers. I've spent hundreds on these and I'm ending up having to throw them away half-used (or less). This is awful fo the planet and my wallet and HORRIBLE customer service. I have at least 3 right now that do not work on top of the 3-4 I've l already chunked.

  Customer Answer

  Date: 10/04/2022

  The last time I emailed and called them was in Feb 2022 about an order from Oct 2021 that should have lasted me at least as long as a year

• Initial Complaint

  Date:09/19/2022

  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.

  In the middle of the pandemic in 2021 I purchased an additional 6 cleaning cartridges because supply chains were starting to fail and I wanted to make sure I was stocked to wait this nonsense out. I purchased the cartridges from either ***** or *****, I can't remember which. Each cartridge is for 120 washes and my machine runs 2x a day so each cartridge should last 2 months and I had 2 on hand including the one in the machine. Around March of this year, 2022 approximately 6 months after my cartridge purchase I noticed that my machine wasn't functioning properly becasue despite it running, it smelled like hot poo which is disgusting. At the same time the cartridge currently in the machine was reading as empty and the machine was beeping for me to replace the cartridge so I thought that the malfunction must have just been due to the cartridge becoming empty and I swapped it out except that the machine wouldn't accept the new cartridge and it told me that it was empty. I tried a second cartridge and the same thing happened, 3rd, 4th and 5th...all the same, they were full but the machine said they were empty. At this point I reached out to the company and we trouble shot it and I explained the entire timeline to them. They wanted me to send the machine in for repair which would take 2 months and cost $150. I asked what I as going to do in the interim and they had no solution and didn't care. Due to their horrible customer service I tried a different box for 2 months but the cat didn't like it so I broke down and purchased a new $500 box and THEN sent the old one in for repair. They remembered the call and asked for the numbers on the cartridges that were broken so I gave it to them in an email. Now they REFUSE to replace/exchange $150 worth of SaniSolution because they claim that I didn't tell them quick enough. That is a bald faced lie. They've been rude, unhelpful and flippant. I told them at the time I called in March and then again in May.