The Genie Company Reviews 

I purchased 7155 from Lowes and installed on 7/20/24.
Program button on unit would not work. I called service and 3 hours later they called me back. I was told to troubleshoot the unit by removing the cover. It turns out the cover does not line up with the buttons on the master circuit board. Apparently a common problem. Genie will send me a new cover if I pay $10 for shipping. I'm ready to return it to Lowes so the Genie on the phone figures out how to waive the shipping charge and send me a new cover.

I don’t normally do this, but I’m fairly upset I was on a chat for over 30 minutes trying to find out about the problem with my genie garage door opener. The person operating the chat obviously had no knowledge of garage door openers or what I was saying after 30 minutes I was cut off. I attempted to reestablish the chat and when. Lactase B. Came back online. She immediately cut me off when trying to reach genie by phone they told me an hour and a half. It’s been an hour and a half. I called back again and they said two hours for a return phone call horrible horrible horrible customer service I would never recommend these to anyone caution

Ten years into a 15-year warranty, and my belt broke. I called customer service and was told that they would not warranty the belt without a receipt. My receipt is faded past being able to see anything, and they refused to warranty the belt. The service representative was rude. She interrupted me every time I spoke and refused to let me talk to a supervisor. I have been a loyal Genie customer, and I am very disappointed in how they handled this. It is very disingenuous to advertise a 15-year warranty and then weasel out of it.

I’m a documented purchaser of a genie garage door opener from Home Depot. Upon first installation there was problems with the remote control unit. I called the tech support and they walked me thru all sorts of procedure till finally it worked, however periodically it would fail. Recently I called back in and was asked to try one more time to program it and if still did not work call back and it will be replaced. The rep said she put notes on my account accordingly. When I called back in I was first told I never bought the unit, then that changed to ok you bought it but there is no warranty on a remote just the head motor unit. The representative was rude, mean, unprofessional, and wrong and deprived me of my purchased warranty. THINK BEFORE YOU DO BUSINESS WITH THIS GENIE COMPANY !

While the ladies I talked to were nice, the service was bad. It took over an hour to reach a technician and when I did, they had me open up the garage door motor assembly and trouble shoot their mother board and transformer. When I opened the motor case a circuit part fell out. After another 2hr wait they said they will send me a new mother board. I bought this to open my garage less than 3 months ago and now I'm a Genie technician without pay. The product is bad and in my opinion the service is bad. What would have happened if I wasn't smart enough to unplug the unit and was shocked or electrocuted. I could see a simple visual inspection, but opening the housing is more than a customer should be required to do.

Cleve

My 1055-TKV garage door opener started screeching while opening the door. I purchased the unit in April 2021. I used the support chat and the support person indicated that it was the drive belt sprocket that was defective. Unfortunately that part was out of warranty so I paid for it and received it a few days later.

I replaced the sprocket and it did not fix the problem. Several chats and phone calls, which totaled at least 3 hours, and almost a complete disassembly of the powerhead unit it was determined to be the drive motor assembly. Way too much time spent on an obvious failure since the motor is the only moving part once it was removed from the rail assembly.

Then I was told I was going to be transferred to a "level 3 agent" to process the shipping charges for the warrantied part. Why the person I was working with couldn't take the information and pass it along is beyond me. I spent almost an hour with the level 3 agent to pay for the part being shipped.

Lack of employee empowerment and an overly complicated process made this one of the worst customer service experiences I've ever had. All the employees were courteous and trying to help me, but the end result was just utter frustration.

I contacted Genie after installing a replacement unit for my 12 year old Genie. I wanted to know if my new unit had a motion detector to turn on the lights when I entered the garage from the house, like the old one did.

When Genie was not able to answer my question about a “motion detector” in the unit, they said “we will need to refer you to a technician” ( I thought it would be an in-house tech), but instead they sent me to JustAnswer. I assumed that JustAnswer had a contract to support Genie.

Instead, I now have to dispute a $55 charge on my credit card from JustAnswer, and I still do NOT have an answer to my question.

Appalling!

I bought this garage door opener at home depot and had it installed. The professional installer said it should not be making a bad clicking noise. I called Genie.. and after troubleshooting and hours of hold time, and promise of a callback.. and NOTHING!. Worst customer service ever! You just get the run around.

I have 3 genie 3024 garage door openers. They disconnected from their remotes when we recently lost power. Reconnecting them has been an absolute joke. Watched several videos, reread our manual, and searched the websites guidelines for this opener regarding reconnecting openers. Called customer service and I was told it would be at least a 3 hour wait. The openers are still not connected at this point and we have tried everything we can think of to reconnect them. I don’t recommend anyone waste their time with this product or the company in general.

Warranty not honored as I cannot even register my garage door. I have a sticker and this company will not even recognize my garage door! They are a complete fraud! I just reported them to both the FTC and the BBB! I will be pursing a possible class action suit against them and am seeking an attorney advice as we speak.

After owning a Genie opener with a LIFETIME warranty in writing for many years I called customer support. I was able to email them the report on problem from the repairman I had already paid. Also emailed them my purchase receipt. I was told my warranty did NOT cover my part and repair (carriage worn out) and door would not lift with opener. First they tried to tell me we had not properly maintained the unit because I did not have a repair service out to oil rollers, door etc at least annually. I read them my warranty. Then they said because the tech had to adjust the springs on my door and has marked poor condition of my rollers (he wanted to sell me new ones).
Then they said the warranty is only good for “defective parts”.
In other words my lifetime warranty is not being honored!

My experience with using genie has been one of the worst customer service experiences I've ever had in my life. I waited on the line with them for service which said it would be a few more minutes, for 3 hours. At the end of the 3 hours I was disconnected with no explanation other than the system was having troubles. I tried to get in contact with the live chat on there website which did not help as they kept on pointing me back to the call center, which never picked up. Also the call center would tell me that I could instead choose to go on hold for a call back later, which I tried this and did not receive a call back. The life chat had no explanation and would just point me back to going to the call center. I just needed help with programing a remote to open a gate, after following the manual did work. I would not suggest genie products to anyone and would give them a lower star review if possible.

My garage door opener Model 7155L was purchased from Costco. It is under warranty and all of sudden stop working. I hear no motor movement while pressing button to open. After 2 weeks of contacting support, they sent me electronic board which was inside the unit to replace by myself. I replaced the board and garage door started working. Within a month, it stopped working again with the same symptoms. I contacted support again over the chat and after troubleshooting, they said someone will call you for further troubleshooting. It has been 2 weeks since then and no one has called me. I also submitted request to support using support email and no response. I called then three time and every time there is wait of 3 hours with an option to receive call back. I never received any call back. Genie support is unbelievable.

Jesus Christ do not call these people if you need help with their products. They will not help you, sending you to an online chat support only for them to not be responsive or helpful. You’re up a creek without a paddle if you need help from this company. 2 hour wait times via phone is crazy, how many people need help with garage door openers at once??

We called help line over 10 times.
No matter how long you wait nobody pick up the phone.

After numerous hours trying to install the garage opener we finally called customer service and Dalisa SAVED US!!!! Thank you so much for your patience and thoroughness of walking us through the steps. Your voice was soothing and calming to us. You should do a tutorial video for publication because you represented The Genie Company extremely well.

I Live in Ohio so I bought an Ohio product, though I don’t hold out much hope for this piece of junk. Just how is it that the backup battery when installed screws up the circuit board so you can not program your car remotes. Amazing that after dumping $230 on this unit I have to find a YouTube video that’s years old on how to get it to work. I have learned that they really don’t care about the product they produce, or fixing the problems that exist. So much for made in USA.

Installer contracted by Home Depot-CLOPAY
Contractor did Nothing But BAD MOUTH Genie Products the entire time...
1 month later, Outdoor Keypad stopped working while remote(s) and indoor panel working.
Read the manual... nothing specific to Keypad only issue.
Went to website FAQ, nothing specific to Keypad only issue.
Called Support, "expected wait time 2hrs", been on/in Hold Queue for MORE Than 4hrs!
Then Got DROPPED...

Attempted CHAT Support, received instructions similar to manual. USELESS!

Any Corp that does not respond to Extended Hold Does Not Care About Customer!

I purchased an installation contract and can't get anyone to call me back to schedule the installation. You can't actually get to a live person to determine if there is any issue, you just have to keep leaving messages. The Home Depot store has called for status and I have called. No response.

I recently purchased a genie product and attempted to contact the company for support. The wait time for a service rep was extremely long and I was told to discuss my concerns with installer. I tried to register my warranty online and the genie website would not respond when I pressed submit. I spoke with online chat and she said I would receive her email within 1-3 days! I called the telephone number and they told me I had over an hour wait to speak with anyone. Totally unacceptable.