Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  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

  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

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  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

  12/02/2024

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

• Initial Complaint

  10/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  10/22/2024

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

  Customer response

  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 response

  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

  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

  09/12/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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

  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

  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. 

*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. ↩