The Genie Company Reviews 

Spent an hour with CAROLINE on chat trying to get warranty coverage on a DEAD door opener. She had me spend 40 minutes "trouble shooting" although the thing was DEAD-NO SIGNS OF LIFE. She says they will need to authorize my warranty. I wait a week. No word. I connect again to chat and am told the CHAT assistance is only for ON LINE purchases. I will need to call for help since I purchased at store. REALLY?

I have used online customer service, and both representatives just never came back and replied to my questions. I copied and paste the conversation below so you guys can be the judge if I am the problematic one or this crapy customer service staff is.

LaShara S.
what happens when you press the learn button?
Me: I didn't notice any reactions or sounds from the remote. Should we expect certain motion or sound?
LaShara S.
ok I asked about the learn button you said it isnt working
Me: The learn button was pushed several times and then the remote being pushed. No motion from the garage door
Me: so yes it isn't workin

I will never deal with this company again. They make it near impossible to register your product, their wait times are ridiculous. When scheduling a call back they never call when they say they will. My previous Genie garage door motor had to be replaced, i called a technician out to do the work, technician ordered all parts, i paid technician through cash app for the job, I didn’t know they don’t accept web receipts, was very nasty about it.

My Genie garage door openers have been great. But now that I need a replacement part, customer service is non-existent. Buying another garage door opener from another manufacturer to replace a minor part may be my only option.

Like most others, my experience with Genie customer service has been terrible. The garage door opener I bought is less than 2 years old and require calls to Genie tech support on 4 occasions. Each call requires incredible patience because you will be put on hold, then transferred to another department, then you have 2+ hour wait time. If you leave your number for a call back, you will be lucky if they return your call within 2 days, if then. The Genie model 3053 has been nothing but trouble and Genie tech support makes it worse.

My 6 year old Genie opener quit working. I phoned Genie Customer “Service” where I was advised that the wait would be one hour - or - I could give my phone number and expect a call from them in about an hour; that’s what I opted for.
It is now SEVEN HOURS LATER and I’m still waiting for that call. Just terrible service.

I ordered a replacement circuit board from their site and received it late but did receive it. I opened it up and was looking at the instructions and the board when I saw that the board was not for my unit and would not even fit inside the head. I emailed a note to the support group to send me the correct one and tell me how to return this one. They act as if it was my fault they shipped the wrong unit and told me they only except UNOPENED product, and there will be a 15% restocking fee. This is the worst company impression I have ever experienced in the ten years I have owned one. Now of course I will not recommend them, in fact I have commissioned a LIFTMASTER as a replacement.

I was charged multiple times for an install service that was never provided. I ended up having to install the unit myself after weeks of no response. When I requested my money back, Genie Company charged me a second time for the service instead of refunding. Now I can’t get a response. I would not recommend. Good Customer service is easy: answer customers questions, fulfill customers orders. That’s it, do that and we the consumer will tell everyone how amazing you are. Genie will neither respond to my questions nor fulfill my refund for incorrect charges.

I own multiple Genie Garage Door Openers and a Genie Keypad. Recently, I ordered a Genie Remote for my Lift Master Garage Door Opener. I could not get the remote to pair so I tried the Genie Technical Support on-line chat. They couldn't help so they told me to call their Technical Support number. After waiting on hold for a very long time, the Technical Support Representative could not get it to pair either and told me that this happens sometimes. Subsequently, I spoke with a Customer Service Rep who told me that it was company policy not to accept any returns that were taken out of their original packaging. So how do I try it out? When a supervisor called me back, she said that I could return it but there would be 15% stocking fee. So, even though Genie advertising said their remote would be compatible with my opener and it wasn't, I have to pay a fee! I WILL NEVER BUY ANOTHER GENIE PRODUCT AGAIN!

My opener control board stopped responding properly within a year of purchase. I tried to call, 3 hour hold time. I got on with the online chat who was incompetent. After an hour, she finally understood my issue and told me I needed to call in. I called again, still 3 hour hold. I requested a callback. I never got one. Now I'm on the phone for a "5 minute" hold, it's now 52 minutes and counting.

I'll never buy another genie opener if I have a choice.

I purchased a Genie belt drive opener, from Amazon, just over 9 months ago. It quit opening one morning last week and after the usual troubleshooting, I gave up. Amazon won't offer a refund, nor will Genie, although they claim that it's under warranty. They had a 3 hour wait to call customer service. If I called out a repair tech, it would cost more to fix than it cost new. No win situation, I just went to Home Depot and bought a new opener.

Bought a Genie DC motor operated garage door opener with a battery for power outages. The kit was not complete-I was missing control wire, curved door arm and other parts including a wall console. The box stated do not take it back to where you purchased it call for service. It took 2 hours before a return call was received and I was informed that I must pay handling and postage to get the parts they left out. Totally unacceptable and I would avoid any interactions with this company. I need two more openers and will most likely go Chamberlain.

If I could rate your customer service zero stars I would. Just too prodigiously incompetent to describe with written words.
Don't buy a Genie product. You will regret it.

I purchased a brand new garage opener three months ago, recently it decided to stop working. After multiple troubleshooting attempts from multiple representatives, they ended up sending a part to my home with the intent that I replace the part myself. It was a very technical piece of equipment that came with terrible instructions. Once the piece was replaced, my garage continued to malfunction.

When you purchase this garage opener it comes with a warranty that does not cover labor, so in the event that the equipment malfunctions at no fault to the customer, the customer is expected to pay for the inconvenience.

Wait times on the phone to speak with someone are about 2 hours, expectedly so if brand new equipment malfunctions and the company expects the customer to fix it. 0/10 do not recommend.

Terrible customer service. The app is broken. The product is poor quality. You can't use the WIFI features. No support offered, unfriendly help desk people, and antiquated technology.

Buy anything other than a Genie Company product, or regret it.

This is a rally frustrating. Please don't buy with this company product. They don't even take care if something happens if you still have warranty. It's been just 3 month and its breaking when i called them they said they won't send the technician to take look at it you have to pay for it. I will share my thoughts with all my fellow relatives and friends about experience that i have from this product.

Ordered a CPAP cleaner. Been tracking the thing since 12/7/20. It's been in transit since then. I believe this is a Chinese company so enough said. Chat doesn't respond. Incredibly bad service. Where is the unit?

Very upset with the customer service. Had been treated very well in the past and now they became very awful!! Will not honor my garage doors five year warranty, they charge me for parts which are incorrect, possibly damaging my opener more, will not have a supervisor speak to me and will not refund me for their error on parts. Will never deal with this company again!

I bought a belt from them and it was ripped then I bought another one and they charged me around 75$ but it’s missing parts.when I tried to tell the customer service they were very rude and they told me I have to pay for the missing part,that’s not fair at all plus the customer service hanged of the phone while I was talking,I would never buy any thing from them again

I used genie to order a smart tv from currys and even got charged for a specific time slot delivery of 9-11 which cost £50!!!and it is now half past 12 and still havent been delivered my tv and am now left with no way of tracking my "order", absolutely pissed off and in a dream world I'd very much love to have words with someones face over this, the dispicable prats