"⭐️⭐️⭐️⭐️⭐️"

The best service

"Refused to help me troubleshoot"

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.

"Wall Mount Opener Plastic Internals Broke"

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…"

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"

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"

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.

"Unhelpful and unreliable customer service"

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.

"Genie…"

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"

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

"You have to troubleshoot to get warranty support."

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.