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Business Profile

Garage Doors

The Genie Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Garage Doors.

Complaints

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Complaint Details

Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.

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Complaint Status
Complaint Type
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    I purchased two garage door openers on 12/28/22 that were manufactured by the Genie Company (receipt attached). The cost of the door openers was $643. In March of 2023, one of the units stopped working. I called Genie customer service and they claimed (during a phone call) that it wasn't the door opener that was the issue, rather, it was the garage door. They stated that the springs on the door weren't adjusted properly. I disputed this but they then stated that while the door openers were still under warranty, they would not consider replacing or fixing the opener unless I had a garage door technician come to my house, inspect the doors and then submit a written statement. With no other choice, I had a garage door technician come to my house on March 8. He assessed the doors and stated that the issue with the door opener was NOT due to the garage doors and they they were in good working order. His written summary (attached) states that the garage doors were not the reason that the door opener failed. I had to pay $115 for this visit. I then submitted the written statement to Genie. I spoke to a Genie representative on Saturday, March 9. During the call, the Genie representative said that the issue was a faulty 'control panel' and that they would send a new one, BUT I had to pay $10 for the shipping costs. They also told me that they don't send a technician, but expect that the part is installed by the homeowner. I told the representative that the unit was covered under their warranty and that they should send me the replacement part and cover the shipping. I asked to speak to a manager and was told that someone would get back to me in 2-3 days. At this point, my garage door hasn't worked on over two weeks. In summary, the units I purchased cost me $643. Plus, I had to pay for the cost of an independent technician to come to my house ($115). The unit is covered under their warranty and I'm not paying for shipping and I want reimbursed for the $115.

    Business response

    03/13/2024

    To Whom It May Concern: 

    When a consumer contacts the Genie troubleshooting line for assistance, we will always have them check the door balance. Actually, the consumer could test the door balance themselves and should be doing that according to the door owner's manual for maintenance since it is the largest moving item in a home.

    Since the consumer had a dealer out to check the springs on the door and they have "Tested & lubricated both doors. Both running great by hand. Adjusted springs to give a little more tension. but both springs were doing enough to not hurt operator. Doors were installed in 2012 no reason for operator to fail that I could find". Genie will reimburse for the $115.00.

    Genie Customer Service will reach out to the consumer and determine what part(s) are required to resolve the issue at hand, so the correct parts are shipped. The part(s) will be sent no charge including shipping. However, it should be noted that we do charge a $10.00 shipping and handling charge, and this will apply for future shipments.  

    Customer response

    03/13/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

    Customer response

    03/25/2024

    Better Business Bureau:

    Although The Genie Company proposed an adequate resolution to complaint ID ********* *hey have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.

     

    The issue is not yet resolved.  I’m still waiting for the replacement part for the door opener and the check to reimburse me for the cost of the technician, which they said they would pay.


    Regards,

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

    Business response

    03/27/2024

    Genie Customer Service followed up 3/26/24 with the consumer, the replacement part shipped out on the 21st of March on tracking1****************** As soon as we are provided the check number for reimbursement, we will reach out to the consumer and provide it.  

     

    Customer response

    03/27/2024

    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.

    [Provide details of why you are not satisfied with this resolution.]

    The garage door opener I purchased was defective and covered under the Pepsi t warranty.  The issue was not the result of the garage door.  Genie sent me a replacement part that I am now expected  to install.  This means I need to take the unit apart, remove the defective part, install the new part and then recalibrate the unit.  This is ridiculous as I am not an electrician and there is a good chance that this doesn’t fix the issue.  Why wouldn’t they have a certified technician come and fix their defective product. This is another example of the awful service and customer support from Genie.  For the record, I will ever purchase another product from this company and will warn anyone looking for garage door openers to choose another company and better product.


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

    Business response

    03/28/2024

    The original units were purchased from a big box retailer and the consumer so chose to have them installed at the time. I believe the installer will come back out for a period of time and work on the units if necessary. However, I am sure that the given days have passed at this point since they were purchased in December of 2022. Those units do not have a labor warranty with them. Genie will cover parts for replacement after troubleshooting. The installation of any replacement parts would be up to the homeowner.   

    Customer response

    03/28/2024

    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 still haven’t received reimbursement for the garage door technician.  Also, it shouldn’t matter where I bought their product, they should service this.  **** ***** doesn’t provide this type of service.  


    Regards,

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

    Business response

    04/02/2024

    The reimbursement check was mailed on 3/27/24, check number *********

    Customer response

    04/02/2024

    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 appreciate that the check has been sent but the garage door opener still doesn’t work.  The replacement part they sent, which I had to install myself, did not fix the issue.  I need Genie to get a new unit sent to me and for them to have a technician install and fix this- at no cost to me.  I won’t accept their response until they agree to this and the unit has been fixed and works.  



    Regards,

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

    Business response

    04/03/2024

    On March 13th a replacement board was sent out no charge. On April 1st a new powerhead was shipped, and it is out for delivery today. Tracking 1*****************. Also, on 4/1/24 the consumer was advised that work order was put through to have the new powerhead installed. A dealer will be reaching out to the consumer to schedule the appointment. 

    Customer response

    04/04/2024

    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 will accept this response only after the defective unit has been replaced and it’s working.  I have not heard from installer as of today, 4/4/24.
    Regards,
    ***** *******

    Customer response

    04/16/2024

    A garage door company finally came to the house on Friday to install a new door opener unit.  The door now works.  This could have all been avoided if they would have done this when I first reached out to them to report the issue. I do want to get confirmation from Genie that the replacement door opener will be covered under the same warranty.  Can you get them to confirm this?  Thanks.

    *****

    Business response

    04/18/2024

    The new unit carries the same warranty as the old unit. Motor has a lifetime warranty; parts have a 5-year warranty, and accessories have a 1-year warranty. This all goes from the date of purchase on the original unit. There is no labor warranty, sending out a dealer recently was a goodwill gesture and a one-time thing.  

    Customer response

    04/18/2024

    Thanks to the BBB for helping to resolve this.  While I accept the resolution, I do want Genie to confirm in an email to me the warranty for the now replaced door opener.  Thank you again. *****

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I bought a new garage door opener the 1st weekend of the year & installed it. After about a week I noticed that it changed the travel limits & left a gap at the bottom of the door. I reset the limits & less than a week later, it did the same thing. It ended up doing that to me 4 times before the set button broke. Feb 5th I called support & told them my situation & they escalated me to level 3 who never called me back and only reached out via email. They sent me a new power unit only for me to discover that its not even the same model that I paid $300 for. It is a lesser discontinued model which I know to be true because I have searched high & low for the replacement. It is very evident that someone just went out to the warehouse & grabbed one off the shelve & called it good. The unit was sent came with no light covers or anything, just the bare power unit & was covered in dust. The one time I have managed to speak to someone this week, they tried telling me that what was sent was the same model, but yet the light covers from the model I purchased are a COMPLETELY different shape than the unit & are un-usable. I have been trying to get ahold of someone that can help me out every single day this week but can't ever get anyone on the phone & when I tell the system to call me back, I never receive my call back. I am still waiting on a Level 3 rep to return my call from Monday morning. I have tried chatting with someone online, but get absolutely no where. This raises many concerns, 1 being just how crappy is Genie equipment if it starts failing after a week? 2 How can the Genie Company get away with trying to rip its customers off by send them a replacement unit that is of lesser value than what was paid? 3 What is going on at Genie that the wait time to speak with an agent is NEVER LESS THAN 3 HOURS? And that is if you ever get a call back period. I want either a replacement of the unit THAT I BOUGHT or a refund check for $302.02 so I can get something that works.

    Business response

    03/04/2024

    Genie Customer Service spoke with this customer at 1:53 pm ET today. The correct powerhead was ordered and will ship tomorrow 2nd day air and a *** return label was issued to return the incorrect item.     
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    Product stopped working. Still under warranty. Manual does not help. Won’t return my email. When calling their phone, it’s always at least an hour wait . According to manual, it says not to return product to the store.

    Business response

    01/30/2024

    Genie Customer Service will reach out to this consumer today via phone and provide warranty assistance.  

    Customer response

    01/31/2024

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

    ***** *****

  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    I purchased a genie screw drive trolley for garage door and immediately canceled after showing item to the repair man fixing my garage door. I was told to cancel because I needed a chain driven trolley. I received a response of cancelation and charges to my credit card was reversed. Today, I received the wrong part in the mail and checked my credit card and a new charge was on my account. I can return the part and pay to ship which will be deducted from my credit once they receive. This company seems crooked because I already got notice that they received my cancelation and pursued to reverse charge. Then sent part anyway and charged account again. This company bought out Genie and their garage door systems are now discontinued. I had to have a new system installed, because Genie Garage doors are discontinued. They should credit my account for total charge and they should pay for shipping to return part.

    Business response

    12/22/2023

    There were two orders placed for the same part within minutes of each other. Since this is an online ordering system. The consumer would of placed both orders. The first order was cancelled and refunded. The second order was shipped and delivered.  
  • Complaint Type:
    Customer Service Issues
    Status:
    Answered
    The company has a lack of support. I purchase a wi-fi garage door opener on ****** and it does not work properly. I paid already for installation $150 I hope someone can fix this issue. Talked to customer support and they are so rude. They refused to serve.

    Business response

    12/05/2023

    Genie Customer Service reached out to the consumer via the phone number they left, had to leave a message with a return phone number. We will try again later to reach them again.  
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    We purchased two genie garage door openers on 07-28-2022 from **** ***** . One opener had the wireless adapter to use the ******* Connect App which worked until 4 days ago. The door works, except it will not work with the ******* Connect as of 4 days ago. I talked to a representative that said it sounds like the circuit board failed after 45 minutes of troubleshooting and told him we had a power outage but it was working after this power outage but then quit four days later. I asked if it was under warranty and he said no it wasn’t under warranty. Well, I see it has a 5 year warranty on core components which this is a core component. The serial number of this unit is ***************. With other S/N **************. I want to open a warranty claim to get the parts needed to repair this unit or get it replaced please so we can use the ******* Connect feature again on this unit. Please respond. Have been decline on the warranty which is still active due to Genie Company’s statement.

    Business response

    11/20/2023

    We made contact with the consumer we are working out the details for a resolution. 
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    Purchased a Genie garage opener from Amazon on 8/18/2023. Approximately one month later, a purple light came on the opener and it has not been working since. I have to be coming out of my car in the rain and late at night in order to get into my garage. I contacted Genie several times via phone and chat and I was given the runaround. One representative told me that my garage door needed to be balanced and that was causing the problem. However, I just paid a company $129 to check my garage door, and there's nothing wrong with it. Reaching this company by phone is like going to work. This is a safety issue as well as a huge inconvenience for my family. My husband just had a major surgery and he is not supposed to lift anything at all, and we have to be lifting the garage door several times a day to open and close it.

    Business response

    11/13/2023

    Genie will schedule a courtesy service call to have a dealer look at the unit. The dealer will contact the consumer once we send them the authorization to charge Genie for the service call. 

    Customer response

    11/22/2023

    Better Business Bureau:

    Although The Genie Company proposed an adequate resolution to complaint ID ********, they have failed to carry out this resolution as promised.  For your reference, details of the offer I reviewed appear below.

    No, I am still waiting for the garage opener to be replaced. The company didn't have someone contact us like they said they would. As such, I  reached out to them ( and waited  on hold for a long time) and they provided a number for an individual who told me that he couldn't tell me when he would be able to come out to fix the garage opener. Therefore,  I  called Genie again and requested to have someone else come out, but I'm still waiting for it to be fixed. 

     

    I request that this business be contacted again.


    Regards,

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

    Business response

    11/22/2023

    Cancelled the appointment with original dealer to do service call since consumer had not heard from them and scheduled with another dealer on the 20th. Tried to reach the other dealer today and they must be closed for holiday already. Genie will follow up again on Monday with ****** Overhead Door and request that they contact consumer and set up the appointment. 
  • Complaint Type:
    Service or Repair Issues
    Status:
    Answered
    On 10/16/23, received two genie ******** defective garage door openers. The lights will not turn off. Have contacted customer support both online chat and waiting for hours on hold no solution has been provided. I am advised a level 3 technician will call. No call ever received. I have dealt with 3 or 4 reps and all I receive is a run around and no solution. Un solved problem now running on two weeks for one that has a simple solution. Send me two new functional units or refund my money ($440.04). I have not returned items to ***** because manufacture does not want items returned to seller and I have already disposed of the packaging.

    Business response

    10/25/2023

    Replacement boards were ordered and will ship out today ***. 
  • Complaint Type:
    Customer Service Issues
    Status:
    Answered
    Have a brand new garage door from Genie Company. Tried to register the warranty but the company did not provide the sticker with the serial number to register the garage door. I have contacted the company numerous times including providing them with the sticker that they provided on the garage door and the manual. There is no serial number listed on the sticker is not recognized by the company so I cannot register my product. I go to the website and download the sticker as requested included the one inside the light cover as they requested yet they still will not accept my product for registration. I cannot register my product at all. They are not honoring their product registration. I am on disability, walk with a cane and have 12 foot garage ceilings. Cannot climb a ladder and live in a retirement community on ********, fixed income. No one to climb back up and look at their garage door opener. How am I supposed to register this product if they do not even recognize their own sticker or product? Their registration form even ask for a copy of the sticker which I downloaded but they do not accept it either. I uploaded a close up of the sticker and the sticker inside the light cover. I attempted to download the serial number Genie requested, but it does not work.

    Business response

    10/16/2023

    Genie Customer Service left a message for consumer today, we need a copy of the receipt from the purchase of the garage door opener sent in and we will complete the registration.
  • Complaint Type:
    Service or Repair Issues
    Status:
    Resolved
    I purchased a Genie garage door opener from ***** on 10-01-2023 and installed it on 10/02/23 and it did not work. I contacted Genie support and they walked me through several possibilities but it still did not work. They decided that the internal board could be bad and sent me another one for ME to install. I received the board on 10/5/23 and installed it on 10/6/23 and it still did not work. I reached out to them again on that day but they did not call me back. I called them first thing on 10/7/23 and explained what was going on. They said it was a lot of notes on this claim and the person I was speaking with said it was nothing left for them to do and had to turn me over to a "level III" person who did not work on weekends and they will decide if they will refund my money or send me a new unit or try more trouble shooting. I do not want more trouble shooting, I just want my money back so I can buy a different brand. They make it so hard to get a refund or even mention, WE WILL SEND YOU ANOTHER UNIT.

    Business response

    10/19/2023

    Genie shipped a new powerhead on 10/10/23, tracked it and the consumer received it on 10/12/23. 

    Customer response

    10/22/2023

    [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

    Regards,

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

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