ComplaintsforThe Genie Company
Parking Garage Equipment
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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Purchased universal keypad on 4/29/23 and it stopped working. Contacted retailer **************** and they refused to return and stated need to contact manufacturer. Contacted Genie who refused to replace despite item being less than a year old and no longer functioning properly. Now I am out of my money and stuck with a keypad that does not workInitial Complaint
01/26/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased a genie garage door from ********** on 11/28/23. My garage door was not installed until Christmas break. The door opener failed just after the warranty expired however they still honored the warranty and sent me a replacement circuit board. I replaced the board and it still is not working. After several emails back and forth they have stopped responding to my emails. It is incident #******-002260Customer response
03/05/2024
The company contacted me directly and replaced my entire unit. I am satisfied with the outcome. Thank you.Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We have a Lifetime Warranty for our Genie S**** Drive garage door opener. We have the warranty and receipt. We called Genie the beginning of July about our remote not working. They told us to send in a copy of the warranty and sales receipt. We sent the necessary paperwork registered mail. We called them and were told that they were not going to honor it, yet we met all of the requirements. I thought I was buying a good product from a reputable company. I guess I was wrong. I would appreciate any assistance that would get this matter resolved so that we can get the remote replaced.Initial Complaint
07/31/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered a Garage Belt Received the belt but didnt need the belt per Installation guy Called Genie to stop the belt from being delivered but the wait time daily is minimum 2 hours long. Reah someone they said they couldnt cancel the order.Recieved order, did not open it just took it back to *** and sent it back to return department at Genie.They recieved it Mon, July 22, 2023 and I have sent several emails to get confirmation it was recieved and refund being processed. Only recieved a generic email back not answering my question. They rec'd is Monday July 22 2023 so refund should be showing in the system and its not 7 days later. Spoke to someone July 29th who said it had not even been processed but they recieved it Monday july 22 2023 It should not take a Month to refund money back to someone original payment.Business response
08/01/2023
The customer's refund was processed 8/1/2023. Refunds take **** business days once we receive the return to be processed. This part was returned on July 24, 2023 and processed August 1st. 2023. (Seven business days)Initial Complaint
03/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I bought garage door opener 2055. I installed and found that the light on the opener will not go out no matter what you do. I did all of the troubleshooting recommended from the Genie website. It clealy states that if the troubleshooting fails, a new circuit board is needed. I had multiple chats with their online help. The online help just ran me in circles and made me do additional troubleshooting that made no sense. After that, they dropped me from the chat repeatedly. After establishing another chat multiple times, sometimes with the same people, they refused to honor their warranty and send me the parts. This opener was puchased at the end of February and is only weeks into the 10 year warranty. I finally received a call back from their call center. The woman told me she would send the part and email a shipping confirmation. That was three weeks ago and I have received no parts and no shipping confirmation. By these actions, they are refusing to honor their warranty. I feel as if they are ripping me off. I have a garage door opener that does not work properly, and no ability to return this defective product. Genie's own literature states to contact them for warranty and not to return the device to the seller. The warranty is properly registered.Business response
03/23/2023
To Whom it May Concern:
A replacement board was ordered for the consumer, and it was on backorder. We have changed the order from a board to a replacement power head. The tracking number for the shipment is ******************, if he chooses to track.Customer response
03/26/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. As others have said in BBB complaints, the customer service chat is useless. The issue I had with the backordered part is that no one could give me an email confirmation, tracking or anything else to confirm that it was even backordered. Once the issue was elevated through the BBB, Genie was very helpful and resolved the problem. I appreciate them honoring their warranty and making this right. The main office provided the customer service that the online chat service refused to provide.
Sincerely,
Michael HubertInitial Complaint
06/17/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On 6/17/22 I was on a chat with Genie customer support and spent 2 hours diagnosing a faulty garage door opener. I spent this time doing it because there is a lifetime warranty on the unit. After all the time spent testing things it was determined the motor was bad. I asked them to honor their warranty and was told that I needed to produce a receipt that is 15 years old. I'm sorry but who keeps receipts that long. This company seems to be looking for ways not to honor their promises to the consumer. I feel this is not acceptable for a company to abuse their consumers trust and put onerous burdens on me the consumer. I bought this opener because of the lifetime warranty and I had a trust in the brand. That is why I went through the lengthy diagnosis with the csr. I would like the company to honor it's obligation to replace the unit and deal with me in good faith. model number cmXXXXX c/aBusiness response
08/03/2022
Business Response /* (1000, 5, 2022/06/23) */ The warranty for the limited lifetime coverage of the motor for the customer's unit is defined in the Manual as, "limited to the consumer who originally purchased the product... To get warranty service for your Genie product, you must provide proof of date, and place of purchase of the product.". This information is typically contained within the receipt for the product. While it is a reasonable expectation for the customer to provide the required information for warranty coverage, upon further review of the details of the customer's situation and to satisfy their concerns, we are shipping the needed replacement parts at no charge.
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Contact Information
Customer Complaints Summary
6 total complaints in the last 3 years.
4 complaints closed in the last 12 months.