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:10/04/2022

  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 using the CatGenie for years. I'm actually on the latest edition AI version. Typically it has been fine but in the last few years, we have been getting sani solution cartridges that DO NOT WORK. I keep telling them this and they are so unhelpful. These things are a must not an option to use the device and yet they keep sending us defective items and then won't exchange and want me to call again and again and get no answers. I've spent hundreds on these and I'm ending up having to throw them away half-used (or less). This is awful fo the planet and my wallet and HORRIBLE customer service. I have at least 3 right now that do not work on top of the 3-4 I've l already chunked.

  Customer Answer

  Date: 10/04/2022

  The last time I emailed and called them was in Feb 2022 about an order from Oct 2021 that should have lasted me at least as long as a year

• Initial Complaint

  Date:09/19/2022

  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.

  In the middle of the pandemic in 2021 I purchased an additional 6 cleaning cartridges because supply chains were starting to fail and I wanted to make sure I was stocked to wait this nonsense out. I purchased the cartridges from either ***** or *****, I can't remember which. Each cartridge is for 120 washes and my machine runs 2x a day so each cartridge should last 2 months and I had 2 on hand including the one in the machine. Around March of this year, 2022 approximately 6 months after my cartridge purchase I noticed that my machine wasn't functioning properly becasue despite it running, it smelled like hot poo which is disgusting. At the same time the cartridge currently in the machine was reading as empty and the machine was beeping for me to replace the cartridge so I thought that the malfunction must have just been due to the cartridge becoming empty and I swapped it out except that the machine wouldn't accept the new cartridge and it told me that it was empty. I tried a second cartridge and the same thing happened, 3rd, 4th and 5th...all the same, they were full but the machine said they were empty. At this point I reached out to the company and we trouble shot it and I explained the entire timeline to them. They wanted me to send the machine in for repair which would take 2 months and cost $150. I asked what I as going to do in the interim and they had no solution and didn't care. Due to their horrible customer service I tried a different box for 2 months but the cat didn't like it so I broke down and purchased a new $500 box and THEN sent the old one in for repair. They remembered the call and asked for the numbers on the cartridges that were broken so I gave it to them in an email. Now they REFUSE to replace/exchange $150 worth of SaniSolution because they claim that I didn't tell them quick enough. That is a bald faced lie. They've been rude, unhelpful and flippant. I told them at the time I called in March and then again in May.

• Initial Complaint

  Date:08/25/2022

  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 trying to put back into service a Cat Genie self washing cat box. I now have a cat again. The unit was replumbed and works perfectly. However I am missing a male connector on the swing arm that holds the litter scoop. I called the company several times and the part is available but was told they will not sell me the part because the litter box had been stored. This is not a policy stated or written to the consumer. I explained they have no liability and that it is an easy consumer fix. They absolutely will not sell me the part. They are willing to sell me at retail a completely new unit retailing for over $400. All I need is this small plastic part that cannot be worth more than a dollar and cannot see buying a completely new unit and throwing out a completely working one because of an arbitrary and capricious internal policy.