"I don’t normally do this"

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"

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…"

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 !

"Poor/broken garage door with BAD customer service "

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

"Horrible Customer Service Experience"

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.

"Genie handed my off to a Pay-for-Service Company to answer a technical question"

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!

"Bad customer service!"

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.

"Cheap worthless junk."

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 recognized"

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.

"Lifetime Warranty NOT Honored"

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!