Reviews

Review Details

• Review fromSally K

  Date: 11/14/2024

  1 star
  It's truly disappointing. I owned an older model of the CatGenie years ago (pre-AI version), and while it had a few minor issues, it generally worked well. I eventually sold it due to a change in my living situation, but recently, in April 2024, I decided to buy the CatGenie AI for over $400. Sadly, this new model has been nothing but a headache.Right from the start, I had issuesthe cat sensor didnt work, so I had to send it back. They replaced the processing unit, but within a few months, the sensor failed again. After reaching out to their support team, I was told to return the unit, but they warned me that if urine corrosion was detected, theyd charge me $200. Despite taking precautions to protect the processing unit from my male cat, they still claimed there was urine on the unit and applied this policy. Reluctantly, I sent it back. I received the unit on November 12, installed it today (November 14), and now the bowl wont even rotate. When I called about this new problem, I was told it would cost another $200 to fixeven though the motor worked perfectly fine before I sent it.Dealing with their customer service feels pointless. They stick rigidly to their policy, showing no willingness to meet customers halfway. Charging nearly half the cost of the machine for every repair is excessive and shows a clear lack of customer care.Beyond these breakdowns, the unit has persistent issuesweekly clogs, poor drainage, and constant malfunctions. Since my purchase, it worked well for only two months; after that, its been nothing but trouble. Why bother with an expensive machine that constantly needs repairs? I may as well go back to a regular litterboxless hassle and likely more reliable than this costly frustration.Their inflexible stance on customer service and their costly repair policy means theyve lost a longtime customer. Ill never purchase from them again.

• Review fromLauren G

  Date: 09/12/2024

  1 star
  I have a cat genie 120 and it stopped dispensing liquid after owening for a little over 3 years. I was told I would have to pay $275 plus tax to repair (which is not too much less than the original product). I expressed my displeasure with the fact that a product should last longer than 3 years and they just repeated that stuff sometimes needs repair (it should not after 3 years and should not cost close to the original price of the product). I asked about a one time discount or something to purchase another because again, it should last longer than 3 years. The service manager just repeated the same line about repair and they could not change the price of the repair and she hung up on me. They don't stand by their product and are downright rude.

• Review fromGlenn M

  Date: 07/13/2024

  1 star
  Petnovations is a terrible company to work with. They don't sell parts unless you're constantly buying from them. My wife purchased all the chemical cartridges and granule replacements, but she has been caring for a friend with cancer. I called about a replacement ****** ball that I lost during the monthly cleaning process. I was refused to purchase a replacement ball because I could only show once having purchased the granules and chemical for the last month. That is very bad business. Without this little ball in the ******, cat hair can build up on the grinder pump and stop it from operating. Having cats, means there WILL be hair in the ******. I will never again purchase another Cat Genie machine because if I can't get parts - just as you would with an automobile, I'm not going to buy the machine. For instance, if I have a Chrysler and I haven't bought all my parts through them, they don't withhold repair parts because of that. This is disgraceful, and I implore anyone contemplating a purchase from them to STOP and think about this.

• Review fromKeziban K

  Date: 06/27/2024

  1 star
  PETNOVATIONS are loosing their long term customers because they hire the wrong people to take their of their customers! So much power is given to a limited number of individuals to play the role. They do a lousy job. Otherwise their product is ok. If someone cares about the success of this company- they need to revisit their customer service department and give it a new face.

• Review fromColin C

  Date: 06/27/2024

  1 star
  These people dont help you for s*** You cant buy the refills at any pet store. I dont buy stuff online a lot and now Im ****** with a **** smelling box.

• Review fromJon D

  Date: 01/19/2024

  1 star
  After warranty ends and software upgrades are downloaded, strange malfunctions begin to happen. Some of these malfunctions are labeled as water drainage issue and or low water pressure. For the water pressure, you’ll find your device filled almost completely with water. Past the safe line that it fills to during regular cleaning. For some reason it’s filling the water too high and calling it a water pressure issue. However, Once you call them and the water pressure is checked by their various tests, and its concluded that the water pressure is fine then at that point there’s a software or hardware issue causing the water to fill to high, in turn sending out an incorrect error message that has nothing to do with the visible issue. (filing with too much water) At this point, the malfunctions can only be resolved once you send in the genie and pay $210 for them to take a look and try to fix it. Scam, there are many blogs on popular sites discussing these same issues and them requiring $210 to send it in.

• Review fromKali M

  Date: 07/23/2023

  1 star
  My CatGenie just stopped working the other day. As in, completely lost power, won’t turn on nothing. I called the customer service number for help and they told me I was just outside of their two year warranty window. How perfect for them. When I spoke to the rep she told me there was a known issue with the motor burning out causing a power failure. When I emailed cat genie support to further complain, they denied this. They told me I could send my CatGenie back to them for repair (ew - it’s full of cat poop and pee! Why would I box that up) and I would maybe get it back in a few weeks. Where is my cat supposed to go to the bathroom in the meantime? This company will not help you with their product in any way and are quite rude to speak with via email.

• Review fromdavid M

  Date: 04/18/2023

  1 star
  lousy customers service couldn't explain why someone Elses credit card was on my account or how to remove it .couldn't send me to some else to fix the problem because she didnt know who to send me to I asked for a supervisor. she said she was the supervisor I said your an idiot and no help she said something snarky so i called her a bitch and hung up btw was reported to police for attempted credit card fraud they didn't care

• Review fromGreg C

  Date: 02/17/2023

  1 star
  These idiots will not sell you repair parts unless you produce your proof of sale - and it has to be from them - and a photograph of your machine's serial number. They will not support secondary market sales - or, for that matter, their own sales. If your new machine is lost in transit - tough for you because CatGenie will not ship you a new machine until they collect from UPS. They encript their cartridges so that you cannot use anyone else's cleaning solution with their machines. This company's business model is to anger their best customers. Their customer service defines the terms inept, surly, and rude.

• Review fromAngela M.

  Date: 01/26/2023

  1 star
  Customer service refuses to sell replacement parts unless you can prove a consistent history of purchasing their cleaning solutions and litter granule products. If you have used other products or had your unit out of service, they will not sell to you.