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:12/18/2023

  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 Purchased a Cat Genie automatic cat litter box on October of 2017 and have used it religiously since. When I did my fall cleaning of it and put it back together, it was leaking and not draining. I called the company and we discovered that I was missing the rubber gasket/seal for the hopper. The team lead/senior specialist explained to me that I needed to provide a supply history which I did. They were saying the supply history was not sufficient enough. Now mind you, I bought 3 cartridges on 27 August of 2021 which provides 240 washes under cat activation mode. That would be 720 washes! That should be more than sufficient for one small cat for 2 years. They will not sell me the part, mind you "sell me" the part (I am willing to buy it) because I can't prove that it was not sitting. Now they are saying they do not want me to use it if it has been sitting for more than 2 months because the solution breaks down and becomes toxic to the cats. So now I am wondering if the solution is even safe for the cats. Again, I think it is ridiculous that I even have to provide a supply history to get a part for the litter box or send it in for inspection when I have paid that much money for it. This company's customer service is terrible and need a new business model to help and support their customers. I am surprised they are even in business with this rating that they have.

• Initial Complaint

  Date:12/13/2023

  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 have been a CatGenie (PetNovations) customer for 10 years. I have owned three different Catgenie boxes. 2 weeks ago I ordered a very small little rubber washer ($7 for part and $20 for shipping). They promised me it would ship NEXT DAY. I have been trying to reach them for over a week. Today I spoke to them and they stated that since I bought my cleaning supplies on **** instead of through them (I did this because they don't ship to PR), they are refusing to sell the rubber washer to me. I have provided them my serial number and photos of the unit. They told me they will not sell me the washer. I am so frustrated because now I have to throw away this $500 cat box and get something else. All I want is the part that I ordered so the box will work again.

• Initial Complaint

  Date:11/17/2023

  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 bought the cat genie used on ******** marketplace. It was missing a small section of drain pipe (toilet hook).The company would not sell me this part without me shipping the entire unit to their warehouse and paying an additional $35 to inspect the unit to ensure it hasn't been in storage. All of this for a section of plastic pipe with 2 90 degree bends in it.

• Initial Complaint

  Date:09/30/2023

  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 use the Cat Genie and I am long time customer of the product. In my experience the Cat Genie breaks down over time so to provide an uninterrupted Cat Genie experience for my cat, I always purchase a 2nd Cat Genie as a backup system when the other unit fails. For years, I was always able to send in my deflective Cat Genie unit back to the company to exchange for a refurbished one. I was surprised on 9/29/23 when I called for support to continue this trend that the representative said he was unable to help because the Cat Genie that I was having issues with was 12 years old based on the serial number. The problem is I'm not sure that is entirely accurate as that unit happens to be a refurbished unit that was sent to me within the last few years to my recollection and I was only storing it; it wasn't being used. In fact, I have only placed this unit into service for around a year so because another unit had failed. The representative is incorrectly inferring that I was using this Cat Genie unit for the last 12 years which is not accurate. Since the current defective unit has failed only after a year or so of use, I feel I should be given the same service as always to exchange my defective unit for a refurbished unit along with the reasonable costs of one and shipping fees.

• Initial Complaint

  Date:08/15/2023

  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.

  After being a longstanding customer having purchased 3 units over a span of about 15 year, as well as supplies purchased usually in bulk. I was seeking parts for one of the units still in service. I have spoken to two different representatives regarding the need for the "spare parts kit" however was denied the ability to purchase the available part due to internal policies that don't apply in my specific situation. I have attempted to explain in detail my situation and the behavior of my pet as well as explained the usage pattern for my units throughout the last few years. I have asked to speak with management or supervisory level personnel however I have not received any communication from such people. Its my understanding these parts are not discontinued however they have the right to not allow me to purchase something needed to optimize the performance of my unit and ensure proper function of the unit in order for me to take care of my beloved pets. I would ask this policy be looked at internally and be revised to not inhibit future animal lovers the ability to care for their family members.

• Initial Complaint

  Date:05/12/2023

  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.

  Terrible Customer Service and Poor Product Quality from CatGenie I purchased a Cat Genie Smart Litter self-washing box from CatGenie and I have had an absolutely terrible experience with this company. First and foremost, the product quality is extremely poor. After just uses, the washer on the hopper rotted away, rendering the entire unit unusable. When I contacted CatGenie's customer service department to order a replacement part, I was shocked to be asked to provide proof that I am buying supplies from them. I registered my unit with them and I am willing to pay for the spare part kit, so I do not see the reason for such an invasive request. Their policy makes no sense and does not reflect the principles of good customer service. Furthermore, when I asked where it states on their website that customers need to provide proof of purchase in order to buy replacement parts, I received no answer. When I asked to speak to a manager, I was told that managers do not take calls and that I should email instead. This is the worst customer service I have ever experienced. I paid over $550.00 for this product and now I am being denied access to replacement parts that I need. I strongly advise anyone who is considering purchasing a Cat Genie Smart Litter self-washing box to think twice. Not only is the product itself not up to standard, but their customer service is appalling. In addition, be prepared for the mess and inconvenience of cleaning blockages, which they don't warn you about until it's too late. Overall, I am extremely disappointed and angry with CatGenie. Their poor product quality and terrible customer service have made my experience a complete nightmare. Save your money and look elsewhere for a reliable self-washing litter box. Regenerate response

• Initial Complaint

  Date:03/29/2023

  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 have a cat genie AI litter box that is around or less than a year old, have had multiple problems over this year but always had satisfactory resolution to the issues from your company. The device is a replacement to litter ***** that lasted four years without a single problem until it suddenly died, so I decided to try your device. I loved my litter *****, but I travel a lot and wanted something that wouldn't need a bag replaced every 4 days or so. I came home from a 6 day conference to cat poop piled up in the device, and my cats having decided the box was too dirty and using the corner next to the box. Not exactly a great day. I did not get any warnings on the app from the device that it had malfunctioned, so I didn't know a mess was piling up. I ran a manual cycle and noticed the scooper arm was not coming down, so I called technical support. After speaking with the lady she asked me to send her pictures of the top, bottom and back. After sending the pictures I was informed a replacement "brain" or whatever the main part with the motors is called would be sent my way so that your company could fix mine. Several hours later I was informed that the replacement device would not be sent and I would have to send my device in for repair at my cost because there was urine on the bottom of the unit. The device is still under warranty, and cat genie stated they would not cover it because they saw urine had made it under the brain. They suggested I modify the device to train my cats to use it properly. My issue is the warranty says repairs are covered if the device fails under normal use. It was used as a litter box, which is normal use, and it failed. If urine making into the brain is the problem, and that occurs during normal use, that is a design flaw that should be covered under warranty.

• Initial Complaint

  Date:03/21/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 attempted to purchase a replacement part on March 19, 2023. I spoke with ********************* on the phone and through email and provided him with the cat genie serial number, as well as my order history through ******. He told me he had my order history through the cat genie website connected with my email, ******************* he informed me he could not sell me a replacement part because I had not purchased enough sani solution and granules and that it would, 'look funny' to the company. I don't understand why it even matters how much product I am continuing to buy from the company, I purchased the unit brand new and need a replacement part. Simple as that. Upon further investigation into my online account with can genie I found that me order history was mich more extensive than ****** had told me. I emailed him pictures of the orders and asked if this 'qualified' me to purchase the replacement part I need. No response back from him.

• Initial Complaint

  Date:03/16/2023

  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.

  DO NOT BUY FROM THIS COMPANY!!! I've now bought 3 ********'s from them. Fortunately, the first 2 stopped working just before the 2 year warranty was up. All 3 constantly clog up from the hair and poop despite them trying to advertise that their latest model is much better at not doing that. Then they tried to sell me on buying their maintenance soaks as it was supposed to work better than their maintenance cartridges. I bought the combo package as the rep told me I would get the soaks as they had sold their last cartridges despite the website saying I might get either the soaks or cartridge. I got the package and to my surprise, I got the cartridge instead. Customer service refused to send me replacement despite knowing their rep gave me false info. They wanted me to return the heavy package (despite currently having a broken foot and relying on 2 crutches) ... and also wanted me to pay $12 for return shipping despite this being their mistake!!!

• Initial Complaint

  Date:03/14/2023

  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 purchased this machine for over 400 dollars and when I moved, I lost the toilet hook, so I called the parts number and the lady refused to sell me a toilet hook. Unless I returned my machine back to her to get it checked out for 45 dollars. and if the machine needed repairs, it would cost me 200 dollars. I told her the machine is running fine and its not under any warranty that I just need a toilet hook because I lost it when I moved to Florida, and she still refused. I ask her again all I need is a toilet hook and you are refusing to sell it to me. she told me that the parts belong to the business, and they don't have to sell them to me. and if i wanted the part I would have to return my machine to them for inspection