Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need to order replacement parts for my unit. The gaskets are old and brittle and the inlet hose is leaking. ******** refused to sell me replacement parts because I am not currently using my leaking unit. The company refuses to support their own products and their only suggestion was to buy a new one. Im not even asking for anything for free, I simply want to purchase the replacement parts necessary. It is quite predatory to refuse to sell wear item parts.

• Initial Complaint

  Date:04/02/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased my Cat Genie back in early 2021. Everything was good for a long while, I kept up on the maintenance and never had an issue. After the warranty ran out I figured it doesn't matter any more so I could use whatever cleaning solution I want and whatever granules I want. I had a few minor break downs I was able to repair myself so there was no issue. Now I have a part that has broken that requires I get a part FROM cat genie. It turns out, they won't even sell me a part unless I can prove a regular purchase history of their cleaning solution either through their website or through ******. I haven't used their solution or granules in several years because they are too expensive. It's never caused an issue. I feel like this violates some part of my right to repair. I purchased this product outright, there is no service subscription or warranty remaining. I merely want to purchase parts. The customer service lady I spoke to was nice enough, and I am sure her hands are tied as she had to submit information to her corporate overlords for authorization. I love not having to even think about litter or cat p*** anymore so this really frustrates me.

• Initial Complaint

  Date:03/14/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am reaching out regarding ongoing issues with my CatGenie unit and the repeated malfunctions I have experienced despite receiving multiple replacement units. I have followed all proper care and maintenance guidelines, yet my units continue to fail, leaving my cats without their automated litter system for extended periods while repairs are underway.Most recently, I am now experiencing a water fill issue, and I have been told I must pay another $200+ for yet another repair. Given that this is a brand-new unit, I find this unreasonableespecially when these malfunctions are clearly not due to user error. If these units are failing so frequently, I have to question the overall reliability of the ********** addition to these product concerns, my interactions with customer service have been extremely disappointing. Representatives have been dismissive, unhelpful, and at times outright rude. When I expressed my frustration, I was told, Well, most people have a great experience, rather than being offered any meaningful assistance. When I requested to speak with a manager, I was told they would say the same thing. One representative even hung up on me. This is unacceptable for a company selling such a high-priced product.I am asking for the following:A thorough review of my units issues and a detailed explanation of what is causing these repeated failures.A fair resolution regarding the cost of this repair, as I do not believe it is reasonable for me to continue paying for multiple fixes on a product that has not functioned reliably.Accountability for the poor customer service experience I have encountered, as no paying customer should be treated in such a dismissive manner.I urge you to listen to past call recordings and review my case thoroughly.I would appreciate a response from someone willing to listen and work toward a resolution. Thank you for your time, and I hope to hear back from you soon.Sincerely,********

  Customer Answer

  Date: 04/10/2025

  I have called the company and sent two emails. The company has not responded to me at all- not even to repair the machine now. They are wanting to charge me over $200 for a repair on a machine making this the 4th machine I would need in just a span of a couple of years. The unit brand new is just a couple hundred more than the repair. This company is selling refurbished machines and saying they are brand new and they are obviously faulty and instead of improving the product they are charging the customers. If I spend over 500$ on something for my cats to urinate and defecate in I would hope it would not need to be repaired so often at $200+ each time. 

  Below are my emails I sent to the company: who never responded to me at all. 

   

  Dear Petnovations **************** Team,
  I am reaching out once again regarding my ongoing issues with the CatGenie unit I purchased. After multiple replacements due to repeated malfunctions, I am now facing yet another failure, this time with a water fill issue.
  During my most recent call, I spoke with manager *****, who diagnosed my issue over the phone, verbally referred to it as a malfunction, and yet still insisted I would have to pay another $200+ for a repair. If this issue is so common that it can be diagnosed over the phone without even seeing the unit, that sounds like what most companies would consider a recall issue or a faulty productone that should be covered by the company, not at the customers expense.
  Additionally, I was informed that my warranty only goes off the original date of purchase, rather than restarting when a brand-new replacement unit is issued. This does not make sensewhy is my warranty not based on the new unit that was sent to me under warranty? I was required to send back my original unit, and since then, I have received two brand-new replacementsyet now this one is already malfunctioning as well. If you truly stand behind your product, honoring the warranty on a newly issued unit should not be an issue.
  I have now spent over $900 in supplies alone, plus the initial $500+ for the unit itselfnot to mention additional accessories. I would have no issue covering a repair if this were my fault or a one-off situation, but I refuse to be taken advantage of by a company when I have done everything right on my end. I have been patient and sent in my units multiple times now, and I demand answers. Is this what is to be expected going forward? A revolving door of replacements that stop being covered despite being brand new and malfunctioning?
  Beyond the product failures, I was also deeply frustrated by Ashers dismissive and unprofessional behavior. When I expressed concern about how these repeated issues are affecting my catswho are now without their toilet for extended periods while the unit is sent in/malfunctioningAshers response was just scoop it out. Excuse me? Scoop out wet granules and urine? This tone-deaf and dismissive response shows a complete lack of customer care. Not to mention, ***** continually talked over me, cut me off, and repeated the same robotic statement, Nothing we can do, let us know if you need to schedule a repair. That is not how a manager should handle a customer who has already dealt with multiple defective units. When I asked to speak to someone else, I was told they will just say the same thing.
  A real manager understands that listening and showing basic empathy is half the battle. Being dismissive, refusing to let me finish my sentences, and ******* to get off the phone is not an acceptable way to handle customer concernsespecially for a product that costs hundreds of dollars to purchase and requires continuous investment in expensive supplies and accessories.
  To make matters worse, when I expressed confusion about the process of sending in my unit in the past, Asher condescendingly responded, saying We dont give out those reports, and when you send them in under warranty, we just replace the unit. Whats funny to me is that I spoke with ***** the other times I needed to send in my unit, and this was NEVER explained. Each time, I was simply told that they would look into the repairs. So how was I supposed to know the difference between sending in a unit for repair versus it being automatically replaced under warranty? This is a clear sign of disorganization and misinformation on your part. If your team had been more competent in communicating with customers, I would have known this from the start.
  To be clear, this email to your customer service team is not the only message going out. I have also contacted the president of the company directly in search of answers because repeatedly telling me there is nothing you can do is simply lazy and unacceptable. Additionally, after looking into this issue over the weekend, I have found that multiple other customers feel the exact same way about your products failures, lack of warranty coverage, and poor customer service. This is not an isolated incident, and it is becoming increasingly clear that the reliability of your product is questionable at best.
  At this point, I expect a clear and direct response addressing:
  Why warranty coverage does not reset when a brand-new unit is issued under warranty.
  Why this malfunction is not covered despite it being a known issue.
  Why your customer service team, specifically *****, handled this situation so poorly.
  Given these repeated issues, I have filed formal complaints with the *** and BBB and will continue to escalate this matter until an acceptable resolution is reached. Additionally, my unit is still malfunctioning and requires immediate attention. My cats are suffering from unfinished cycles, leaving them with soaking wet granules filled with urine. What are we going to do to ensure that my pets no longer have to endure this ongoing problem?
  I expect a detailed response within 10 business days outlining a concrete resolution to these issues.
  Sincerely,
  ********

   

  Follow up second email: 

  Follow-Up: Unresolved Malfunctioning CatGenie Unit Immediate Attention Required
  Dear Petnovations **************** Team,
  I am following up regarding my previous email sent on March 17th, which outlined my concerns about a recurring malfunction with my CatGenie unit and serious dissatisfaction with the way my case has been handled. To date, I have received no response whatsoever.
  The fact that your team has chosen not to acknowledge my messagedespite the urgency of the issue and the level of detail providedis not only disappointing, its unacceptable. My unit is still malfunctioning, and my cats are continuing to suffer as a result. This cannot go ignored any longer.
  To reiterate:
    This would be my third time filing a repair and would result in my fourth unit if a replacement is requiredyet Im still experiencing the same recurring failures.  
  The issue was diagnosed as a malfunction over the phone by a manager *****.
  My cats are left with unfinished cleaning cycles and soiled, urine-soaked granules, which poses hygiene and behavioral risks.
  Ive spent over $900 in supplies and counting, plus the initial $500+ cost of the unit and accessories.
  I have already been through multiple replacements, always taking proper care of the unit and following your procedures. Still, Im expected to pay another $200+ for repairs on a product that is clearly not functioning as it should. I was told the warranty is based on the original purchase date, even though Ive since received brand-new replacement units. That logic is deeply flawedespecially when the replacement product is also now malfunctioning.
  Your customer service manager ***** also dismissed my concerns and failed to offer any meaningful help, even after I clearly communicated how this was impacting both myself and my pets. I asked for answers and accountability. What I received was silence.
  Let me be clear: I am not someone who accepts being ignored when I am asking valid questions and trying to advocate for whats rightnot only for myself, but for the wellbeing of my animals. The lack of follow-through on your part speaks volumes.
  I am still seeking a resolution to this issue and request that the following be addressed immediately:
  How will you be supporting a repair or replacement for my current malfunctioning unit?
  Why has my warranty not been honored on the new replacement unit, rather than defaulting to the original purchase date?
  What actions will be taken to address the lack of response and poor service I have received from your team thus far?
  Please understand: my intention has never been to create conflictits to get support for a product I believed in and invested heavily in. But silence from a companyespecially when pets are involvedis inexcusable.
  I expect a clear, direct response within 5 business days, and I am prepared to continue escalating this matter publicly and legally if necessary. I will attach my original email for your reference.
  Sincerely,
  ********

   

   

   

   

  Now at this point- my animals are suffering and they will not help me on my machine. 

• Initial Complaint

  Date:02/28/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 8, 2024, I purchased a Cat Genie AI Deluxe along with an additional 2-year replacement warranty, giving me a total of 3 years of warranty coverage.The Cat Genie unit has had constant issues, and it was replaced once under warranty shortly after purchase. On February 24, 2025, I contacted PetNovations customer support again because the machine was no longer functioning. Despite the fact that the machine was still under warranty (until March 2027), customer support initially refused to honor the replacement warranty, citing that their records showed the warranty was almost expired. They stated that I could mail the unit in for repairs, but only if it arrived before the warranty expiration date. If it arrived after that date, I would be charged for repairs.After presenting my proof of purchase and warranty documentation, they finally agreed to send me a replacement unit.Upon receiving the replacement, I discovered it was filthy, covered in cat urine, and appeared to be a used unit. Additionally, the replacement unit does not function properlyit still fails to remove solid waste, and now it will not even drain, which is a more serious issue than before. This unit is in worse condition than the one I initially purchased.I again contacted PetNovations, and they informed me that this is their normal practice, and stated the unit was tested and cleaned prior to shipment. Both these statements are untrue. They refuse to take further action to resolve the issue. Given that this replacement unit is not working, is unsanitary, and was clearly used, I am requesting a full refund for the Cat Genie AI Deluxe or a complete *new* replacement of the entire unit, not just the defective parts that they continue to send. The recurring issues with this product suggest an underlying defect, and I am deeply dissatisfied with PetNovations handling of this matter.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This order was delivered to the wrong address, not the address I entered. Their system somehow changed the delivery address after I submitted my order. Their customer service has been completely uncooperative in either having this re-sent to the correct address or refunding me so I had to do a chargeback through my credit card and now they won't even let me place any new orders until I pay for that one. According to the **** tracking number, it's being returned to sender by whoever it was delivered to, tracking number **************************. They need to either re-send the order to my correct address: *************************************, or refund the order before I can cancel the chargeback request on my credit card. Or alternately they need to just lift the block on my account to allow me to make a new order.

• Initial Complaint

  Date:02/10/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing a complaint against ******** for multiple unsatisfactory customer service experiences and product issues. Despite initially agreeing via email to exchange unopened scented SaniSolution cartridges for unscented ones, CatGenie later refused, instead citing shipping costs and restocking fees. Additionally, both of our CatGenie ** models show the same ongoing error, and the company repeatedly shifts requirements rather than providing a real solution.I am asking the Better Business Bureau to help ensure that CatGenie:Honors the exchange of still-sealed SaniSolution cartridges without extra fees.Provides a definitive fix for the ** models continual errors.Improves its customer service policies so future issues are handled fairly and consistently.Thank you for your attention to this matter. Please let me know if you need any additional documentation or correspondence.this is what they told us and then reneged on: Support CatGenie via ************************************ Fri, Jan 31, 6:50PM (10 days ago)to **** Any wrapped cartridges that were purchased from ************ within the last 90 days can be exchanged. Please call ************ for assistance.

  Customer Answer

  Date: 02/19/2025

  
  They said any wrapped cartridges could be returned but when we called they said they could not because they were part of a bundle which shouldnt make any sense at all because it should just be an exact switch for switch

• Initial Complaint

  Date:02/07/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The ***************** refused to sell me replacement parts for my Cat Genie.

• Initial Complaint

  Date:01/20/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This is due to CatGenies mishandling of my warranty claim, failure to adhere to their published policy, and lack of meaningful customer support to resolve the issue. Their actions caused significant inconvenience, disrupted my household, and demonstrated poor business practices.I purchased a ******** unit that is still under warranty. After encountering repeated issues with the product, I contacted their support team to initiate a warranty claim. ********* stated policy is that replacement parts will be shipped first, and customers are then required to return defective parts using a prepaid label included with the replacement. However, I was instructed to send my defective part back before receiving a replacement.This deviation from their policy left my unit inoperable for over a week, resulting in unsanitary conditions in my home and stress for my pets, who were unable to use the litter box. When I contacted CatGenie to address this, I received dismissive responses. Despite multiple attempts to seek clarification, my questions were ignored, and I was repeatedly directed to call their support line, which was closed on the day I reached out due to the holiday.CatGenie failed to follow their published warranty policy, which states that replacement parts are shipped first.Customer support has been unresponsive to my questions about why this deviation occurred.I was subjected to unnecessary inconvenience and stress due to their mishandling of my warranty claim.I have exchanged multiple emails with ******** support, seeking clarification and resolution. Despite my efforts, they have failed to provide answers or address the issue.A detailed explanation of why my warranty claim was handled contrary to their published policy.Confirmation of steps they will take to ensure other customers do not experience similar issues.Compensation in the form of a new unit to account for the repeated problems, policy violations, and significant inconvenience caused.

• Initial Complaint

  Date:12/19/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  refuse to connect with supervisor. *** hung up. then via email refuse to connect with supervisor due to not going through with troublshooting steps. At this point it is not about the part i need to order. it is about the customer service and being dismissed. i have requested to speak to a supervisor over 3 times. "We certainly understand what you are asking. Requesting a supervisor is not a guarantee, as not every situation requires it. In this case, a supervisor is not going to reach out to you because you did not perform the troubleshooting. You will need to call and walk through the troubleshooting steps. We will review the call on our end and if necessary, review it with the CatGenie Specialist. "

• Initial Complaint

  Date:10/22/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a CatGenie litterbox on 06/26/24. It is a piece of garbage. The scoop kept falling off, during operation. I received the item on 07/01/24. When I called to receive a refund, per their 90 day guarantee, I was told that, although it had only been 89 days since I purchased the item, they refused to take back their defective product. I was given a flimsy excuse, that by the time they received it, 90 days would have expired. THIS IS NOT HOW A 90 DAY GUARANTEE WORKS-IT STARTS ON THE DAY YOU RECEIVE THE ***** AND DOES NOT INCLUDE SHIPPING TIME(S). There was clearly a defect with my unit. The scoop has now completely, and permanently broken off, making the unit a $425.00 paperweight. I want a full refund for the unit, and all extra supplies I purchased.