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Business Profile

Pet Waste Removal

CatGenie

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pet Waste Removal.

Complaints

Customer Complaints Summary

  • 5 total complaints in the last 3 years.
  • 5 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Purchased multiple products from this company. Having an issue with said product. Company website says available 7 days a week, yet can't get a hold of anyone by phone. Also said issue is urgent and they won't be available for 2 days?!? And also don't offer expedited shipping etc?!? Bad customer service!

  • Initial Complaint

    Date:03/17/2025

    Type:Product Issues
    Status:
    Unanswered
    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 17, 2025, I was charged $76.49 for a subscription order from CatGenie (PetNovations), which I was not made aware of beforehand. Upon noticing the charge, I immediately contacted the company to cancel the order since it had not yet shipped. Despite multiple attempts to resolve the issue directly, CatGenie refused to cancel the unshipped order and issue a refund, citing their internal subscription policy.This refusal is unfair and deceptive, as I, a New York State resident, have the right to cancel an unshipped order, regardless of the companys stated policy. Additionally, CatGenies business address is in ************, where consumer protection laws, including the Right to Rescind laws, apply.Beyond their unlawful refusal, their customer service was dismissive and unprofessional. Responses were generic, unhelpful, and failed to address my concerns. When I escalated the issue, they abruptly ended communication, refusing to engage further.CatGenies business practices are misleading, as they do not provide clear, upfront notification of subscription charges and unfairly deny customers the right to cancel unshipped orders.

  • Initial Complaint

    Date:12/23/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    My husband and I purchased a Cat Genie in Dec 13, 2022, with a two-year warranty. The machine itself $389 (USD), plus shipping. We have contact issues and have contacted them for support on how to troubleshoot. in October the cat genie stopped working and with Cat Genie support, we still could not fix it. The error on the machine saying can't detect the Sani solution. After I sent pictures and videos of the error, they were going to resend us 4 new Sani solutions because it looks like the batch we received was defective. So I gave them the information, It normally takes 2-3 weeks, so after 5 weeks of not receiving anything, I contacted them to see where they were, and Cat Genie said we can't find your account, I gave them the information and they changed their mind saying we needed to sent the four we had back. So my husband did, they contacted him today (Dec 20, 2024), saying the Sani Cartgicaes are fine and the machine itself is not working and we need to pay for repairs $250 (USD), plus shipping to get machine to them and then shipping again to get machine back, or buy a new machine, also if we want our four ************** we paid over $200 USD, plus shipping, if we want our items back we need to pay for shipping again.

  • Initial Complaint

    Date:12/11/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Product is under warranty, and is defective, and has been malfunctioning for over a month. Have attempted troubleshooting numerous times with technical support with no resolution. Was assured of a call back with a resolution that has not occurred! Company refuses to ship a replacement.

  • Initial Complaint

    Date:10/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 the CatGenie AI for $500. This is my third machine from this company, by the way. This was however, my first AI. I assembled the product per the instructions. after a little while of having the machine, my wife and I noticed that our cats would not use the machine anymore. When we went to investigate why, we discovered that the machine was not fully cleaning the bowl when it scooped and would leave the bowl dirty. We contacted technical support, and they had determined that the arm was bent. We were also advised that the arm was not covered in the warranty and that we would need to purchase a replacement. After explaining that this was a new machine and that the arm would have had to be shipped to us in this condition, the technical support agent named ****** got very rude and nasty. After asking to speak with a supervisor, her response was I am a supervisor and then ended our conversation. After responding to her that it was rude to just end a conversation this way and that I would be seeking corporate complaint avenues, instead of responding, she ended the conversation again (this was a chat app). My principle complaint is that a company should not be able to ship you a defective product and then require you to pay to make it work as it should have out of the box. This is very bad business, especially for a repeat customer as myself and one that advocates for their product, resulting in multiple purchases from friends and neighbors. I would post this on social media; however, I don't want the people who I convinced to buy this product to see my frustration with the company. The company should at least make it right by providing me a working device without me having to spend more money to make it work.

    Customer Answer

    Date: 11/24/2024

    [A default letter is provided here which indicates that the business has not responded to you directly.  If you wish, you may update it before sending it.]

    Better Business Bureau:

    At this time, I have not been contacted by CatGenie regarding complaint ID ********.

    Regards,

    ****** ********

CatGenie is NOT a BBB Accredited Business.

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