The Genie Company Reviews 

The best service

Contacted customer service for troubleshooting my older Genie garage door opener. They refused to help me! I suppose they expect I'll just go out and buy a new one. Well they are right - but it definitely WILL NOT be a Genie product.

Moved into a house this Spring, which had a new garage door and Genie 6170H-B installed within the last 2 years. Last week, could not open the door. Motor would start, make some noise, and then give up. With enough attempts, it would finally open. But when it closed, I could tell something was slipping as it was not closing at a constant speed. It would go slow, then go fast, then slow and then fast again. I was afraid it would come crashing down on its own. I called Genie, and there was a 2 hour wait. I started a chat instead. They recommended I pull the emergency release, lift the door and ensure it would stay up itself. I suppose they were ensuring the main door springs were working. Problem is the emergency release was not working. And then the chat session timed-out out and dropped me.

I called a professional out to see if it could be fixed. He also could not get the door open. He had to tear into the unit, to find several broken pieces of plastic come tumbling out. And there were other plastic pieces still stuck, and those were jamming the emergency release from working. So, the only way to open the door in an 'emergency' was to disconnect it at the shaft coupler.

Reading the warranty, the motor has a lifetime warranty, but only to the original purchaser of the home owner. Since I was not that, it was a matter of repairing it -- to which the service tech said it would be over a week to get parts -- or, replace the unit. I replaced it with a LiftMaster wall mount.

I think the only thing worse then poor customer service is no customer service. The manual has large red printing telling you to call before returning. The problem is that the company never picks up the phone. Over a 2 week period I called 19 times and stayed on hold for over an hour once before I gave up.

POS Company, there products and customer service is horrible.
Hung up on me, never call back, totally screwed up my garage door and told me tough shit I had to fix it at my cost!

My Genie Keypad stopped working. After changing batteries and reprogramming the keypad, it still did not work. I then contacted customer support, and was told wait time would be approximately 5 minutes. After waiting approximately an hour, I disconnected the call and tried their website for customer support. After explaining my problem, I was told I could “chat”:with an expert for a fully refundable $5 cost. I disconnected from that Genie website and went back to the phone. I finally spoke with a customer service person after about 10 minutes and resolved the problem. It took about 10 minutes but I was able to figure out the problem with her help. My first contact with Genie customer support was at 712 AM. After Genie’s time estimate of 5 minutes, I received a phone call from Customer Support at 832AM. I told them about my disappointment with their estimate of 5 minutes and the actual time of being contacted was totally ridiculous. Also said that their on line chat website that wanted me to pay $5 was a scam in my never to be humble opinion. The agent blamed it on AI and apologized and said not to pay it. I told him I did not pay it but other customers might. All in all, the female agent I finally got to talk to was extremely helpful and friendly. She was indeed a breath of fresh air in the outhouse of customer support help website/phone.

I recently bought a genie garage opener at lowes during the July 4th weekend sale. As I was installing I noticed the band had an unnatural bend where the bolt met the band. I spent a week playing phone tag with customer service because their wait times are 3 hrs long. When I finally got to a rep they had me send pictures. After spending multiple weeks going back and forth with the rep via email, they refused to replace the band saying my garage must be unbalanced. I argued that the belt bend has nothing to do with my door, that it came to me damaged. They offered me the option to purchase a new belt, but won't replace it themselves.

purchase a garage door opener from lowes and the belt snap in 15 days I call customers service send all the information the want and never respond to my email's 168.00 dollars down the drain never again buy anything from this company .

Have a warranty call with them. Customer service is rude and does not try to help.

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!