The Genie Company Reviews 

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

Had a safety sensor go out. Unit is only a week old. They refused to warranty it. Said I had to go to their store and buy another. Everyone I had contact with was rude.

Genie customer support policies and practices must have been established with the affirmative intent to prevent customers from engaging support staff in a reasonable time. Although the recorded messages and instructions tell callers to go the the chat agent online, agents are rarely available during the available times listed. Regrettably, my agent knew nothing about my 15+ year old product, even telling me it was just released and to be sure to register it!
Programming a new vehicle and the external Genie garage door opener should not be as convoluted. So difficult in fact that Overhead Door/Genie claims that a 'special department' is required. This was confirmed a second time when, within the 2 hour window the support representative who called me back immediately put me in queue for a higher level support person! I'm to receive a call back in 15 minutes, we'll see.
Advice: avoid the 4040L if it is still being sold. While quiet, it is very slow to operate, moving only 4" per second (21 seconds to open fully).
Reason for second star: back in 2006 Overhead door, after a half dozen phone calls over a 2 week period, Overhead Door did send a pcb (with absolutely no instructions) and ultimately dispatched an installer to put it in. And recently, when I ultimately did receive a call back, on two occasions the person was patient and was able to talk me through getting things operating. The other good news is that the battery in the external keypad lasts a long time and I keep my cars for about 10 years, so maybe I'm done for a while.
Condolences: sorry if you already own one.

I had a great experience with Genie support personnel. One day my garage door optical sensors stopped working. I ordered replacements on Amazon and when i received those did not work either. I had started a support email thread with Genie with hopes to get new sensors .. a little more digging and i uncovered that there was an issue with the voltage coming from the main unit so i cancelled the return. The Genie support team called me back and informed my of my lifetime warranty on the circuit board which neded replacement. I worked with the team to decipher my 20+ year old faded receipt from Home Depot. Genie ordered and is shipping a replacement circuit board for a small shipping fee. Everyone i talked to and worked was so patient and helpful. When (if ? :-) ) this garage door opener finally dies i will certainly replace with a Genie. Oh and register my product and save a photo of my receipt :-)

Genie is GARBAGE!!! I have had Stanley and mostly Chamerlain/Sears opener systems over the years in my houses and for the first time and most recently have a Genie Excelerator with an exterior keypad. The keypad is JUNK!! Works off and on and you're never confident that if you leave and have to use it to get in that it will work. Also, programming the newer vehicles with built-in transmitters has never been as much of a problem as it has been with this Genie system. If it weren't already installed in this house I would NEVER consider buying Genie!@

These are the cheapest garage door motors of all times.

We bought our house with a Genie product already installed. It worked fine for the first year, but then our safety Eyes starting going bad.  I purchased new “Genie brand” safety eyes, installed them and something happened when I plugged the motor back in where I lost all power.  
 
Speaking with their customer support, they advised I buy a new circuit board, so I did (from Genie), and it ended up only able to power up our sensors and nothing else.  I must have talked to their customer support 5 different days; with them all telling me to try the same thing over and over again; as well as, telling me to try things that had nothing to do with the circuit board itself.  Not once did they offer to send me a new board, they just “assumed” I installed it wrong.  I’m very savvy with electronics, and there clearly was an issue with either the motor or the board and they refused to admit it.   
 
Their return policy it’s absolutely ridiculous.   They have a 30 day return policy, but even if the product worked and gave up after that, they won’t do a refund. They also said it had to be unopened and unused... Really?  How the heck does that work?  Do we just need to look at the box and assume it doesn’t work for the unit?  It sounds like they know their product sucks, so they make up bad policies like this.         
 
We ended up having to buy a whole new garage door opener.  We went with a different company.  The tech that installed it said that Genie is garbage and that hardly anyone ever works on them anymore because of their continuous issues.     AVOID THIS BRAND if you can. I basically threw $140.29 in the trash, plus they still wanted me to return the product to “see” if they could give me a refund, which cost me $16.10 to send back.

Customer service is absolutely WORTHLESS!
Can’t even get a tech that actually knows the product they sell!
Called three times and each person was as worthless as can be and spoke very poor English!!!!!
Asked each time I called with the most simple question and three agents didn’t understand my question and said there was no one else to talk to!

I honestly don’t even think genie deserves one star, I purchased my brand new home 16 months ago and my genie garage motor stopped working. Called customer service and they said I had to be right there in the garage but the only hours they work is the hours I work so it’s impossible. Was told that they were going to be open 6 am the next morning, so as I want to get this fixed I wake up early, they don’t open until 7. So I wait around I call right at 7 they had an automated message saying that they are unable to take my call and hung up. Didn’t even offer to leave a call back number. Now since they won’t help me I’m forced to pay a garage door company $500 because genies motor decided to stop working and the warranty is 12 months. Very disappointed with the service and will not be doing business with them again

Unable to get Aladdin Connect set up to our network. Shouldn't be this complicated. On chat with someone for almost 40 minutes and unable to assist. Directed to call the help number, and now a 2 hour wait. Frustrated and annoyed beyond believe. This product will be going back.

I was very pleased with the help I received!

Great product, great price and fast delivery!!GREAT