catgenie.com

AVOID

I care deeply about animals. That is why I bought the Cat Genie. And it has been one of the biggest regrets of my life.Since 2022, I have been through four separate CatGenie Units- all failing from faulty malfunctions that were not user error- all internal issues that were out of my control.These machines break done within 6-12 months at most, and their support team does everything they can to blame the customer and avoid accountability.My most recent unit failed catastrophically: it was full of urine and feces would not drain. When I contacted support, I was told I would need to pay over $200 for a repair they diagnosed over the phone. If they are identifying the same issue so easily, that sounds like a recall-level failure, not a customer problem. $200 for a repair? That is half the price of a brand new unit- which comes with a starter park, all new parts, and warranty.I had done everything right- cleaned the unit properly and often. I just do not have $200 more to keep dumping into a faulty product- when investing in something so expensive you do not expect it to be so costly to simply upkeep.So I tried to avoid more conflict and decided to order another unit on my own. I had been contacting support since January and realized they were not going to actually help me- at this point even the repair would not suffice as the urine and feces has ruined the other parts of the unit. I could not let me cats use this at this point- it was just cruel. My cats took a long time to transition to the granules and were not wanting to use regular litter- so lack of support and quality of this company really impacted my life at home. The company refunded my order 3 times in a row- without a single bit of communication on the matter. Then, after months of SILENCE, they finally sent me an email, not to help, not to apologize, but to tell me they were permanently refusing me service- including support. Their email specifically stated "we will no longer be responding to your support claims needed". *my initial response was to laugh- what support have you provided anyway?The crazy part- when I bought my unit the website stated they would provide support to you for life when buying a unit.That email was the ONLY response I EVER reveived after months of waiting for calls or emails that never came. My mental health was suffering. My cats were stressed and urinating inappropriately because their toilet was constantly full of a urine/feces soaked bowl. It was heartbreaking. And the company never once asked how my pets were. Never once apologized for what I have gone through- and my messages to them were very specific. No compassion.The company claims they took care of my by replacing faulty units under warranty but ignores the fact that they never should have failed in the first place- especially that many times in that short amt of time. Not when you have spent neverly $1000. Let's be honest, when you send in the unit for repair, you only send the core unit, not the full litter box. That means you are left with a bowl your cat urinates into that has no way to drain, forcing them to step into their own wet waste, which the granules do not absorb. The smell is aboslutely foul. The process takes weeks, during which your other unit part degrate and your cats suffer. When I voiced this concern to the support team, I was told: Just scoop it out. That is not support- that is cruelty disguised as customer service.They accused me of sending too many emails and threatening legal action. Yes I followed up, because they ignored me. I asked for help. I was desperate. They never took responsibility. Instead, they defended the employee who told me specifically (when I asked to talk to the corporate office) "no one is going to care"- sadly, that checks out.I am not alone in this terrible experience. Please do your research. Check martketplace- you will see MANY posts of people selling parts for their cat genie. I have screenshots from SO MANY people that were selling parts that suffered this same story from the company- all out hundreds of dollars and upset at the poor customer service. Marketplace is full of frustrated cat owners who were told to pay hundreds for repairs on failed units like mine- all having the same errors my units had. Be aware of their 90 day "free" trial- it is NOT free. If you return the unit they charge you shipping and a cleaning fee. Their support process is terrible. You call and leave them a VM; wait for a call back, and are expected to be standing next to the unit like it is your job. When I did get someone on the phone-I was talked over,dismissed,and then ignored entirely.I cried so much over this. I spent money I could not afford to lose.I even sent a certified letter to the corporate office w copies of the emails-hoping the support team was the issue. I received silence in return.AVOID

Date of experience: Jun 30, 2025