The Genie Company Reviews 

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.

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.