Published Jun 5, 2021
Mallory Crusta / Cats.com
The CatGenie self-washing, self-flushing litter box has a unique claim to fame. It’s the world’s only “self-washing” cat box.
Unlike other self-cleaning litter boxes that rake, rotate, and roll to scoop out waste, then stash it in a drawer or other compartment, the CatGenie is an end-to-end litter solution. Like a little toilet for your cat, the Genie doesn’t just scoop the poop. It washes and flushes on its own, meaning that theoretically, you’ll never have to handle your cat’s waste again.
It’s an innovative idea, but is it too good to be true? In this unbiased CatGenie review, we’re taking a deep dive to find out if the CatGenie lives up to its promises. Keep reading to find out how the CatGenie works and whether or not we think it’s worth the investment.
Ratings
- Ease of Cleaning – 8/10
- Odor Control – 8/10
- Appearance – 7/10
- Construction – 8/10
- Price – 8/10
Overall Score: 8.2/10
CatGenie Self Washing Self Flushing Litter Box Video Review
Let’s Get Some Background on the CatGenie Self-Flushing Litter Box.
Again, the CatGenie litter box does something that no other automatic litter box can do. It scoops, liquefies, and flushes your cat’s waste.
The CatGenie connects to your home’s water line and works a bit like a cross between a washing machine and a toilet. Each time your cat uses the box—or whenever you initiate a cycle from manual mode—the CatGenie will run a cleaning cycle.
During this cycle, the CatGenie automatically scoops out solid waste. Once solids are removed, the CatGenie bowl fills with SaniSolution, beginning the washing cycle. Once the washing cycle is finished, all of the liquid flushes into your toilet or drain. All that’s left for you to do is flush the toilet.
If you choose to upgrade to the CatGenie A.I., your unit will also include an upgraded dryer system which utilizes up to 50% less energy than previous models and helps eliminate odor. The CatGenie A.I. also monitors your cat’s bathroom behavior to provide insights into your cat’s health and wellness. It also includes mobile app connectivity to help you optimize your use of the CatGenie.
It’s one of the most radical concepts in the world of automatic litter boxes, so I was excited to see what it would do for my cats and home. Over the course of three weeks, I tested out the CatGenie system with the help of my two cats, Wessie and Forest.
First Off, Let’s Talk About Setup.
The CatGenie is a generously-sized unit that won’t go just anywhere. You’ll need both ample space and access to a cold water and waste line in a laundry room or bathroom. The first step, then, is making sure that you have an appropriate place to put the CatGenie. Mallory Crusta / Cats.com
The CatGenie requires a bit more planning and setup than your average automatic litter box. Before you pull out your credit card, you’ll have to make sure that you have a place to put this unit—it’s a behemoth with some special requirements.
Because it attaches to your cold water and waste line, the CatGenie will only work in a laundry room or bathroom. And because it requires electricity, you’ll also want to make sure that the CatGenie is located close to a GFCI power outlet.
Speaking of requirements, some cat owners will be glad to know that the CatGenie is septic safe! You won’t actually be using cat litter but special Washable Granules. You’ll only be flushing wastewater and a few Washable Granules each day, but they’re biodegradable so they’ll be broken down by bacteria.
Furthermore, The CatGenie Isn’t a Small Installment.
At 19.25″ wide, 24.5″ long, and 21″ high, the CatGenie takes up a fair amount of space. Before you go too far, pull out a tape measure and make sure you have a good spot to place the Cat Genie.
Once You’ve Found an Appropriate Location For The CatGenie, You’ll Assemble The Unit.
Though a bit cumbersome in the cramped quarters of my bathroom, the CatGenie was easy to assemble. All of the parts easily stack together. Things can get a little bit trickier, though, when it’s time to attach the water hose to your cold-water line.
The CatGenie comes with two adapters to help you attach the CatGenie hose to your cold-water line while also directing water to the toilet or washing machine. That said, if your home has a hookup that’s non-standard, you may need to use additional tools that aren’t included in the CatGenie package. And if you have a rigid water line in your bathroom, you may need to replace it with a flexible one.
Fortunately, this stage of setup was comparatively easy for me. I attached the hose using the included adapter, connected the input hose to the back of the CatGenie, and directed the output hose into the toilet bowl.
Once The CatGenie Is Set Up, You’ll Insert the SaniSolution Cartridge and Add Washable Granules.
The CatGenie comes with a SaniSolution cartridge, which is a recyclable, biodegradable plastic box containing a bag of the CatGenie system’s standard cleaning solution. According to the company, this cleaning solution is the same type of solution that veterinarians might use to sanitize surfaces in their clinics. Before you’re able to run a cycle, the SaniSolution cartridge must be inserted at the top of the processing unit.
Before you get started, you’ll want to fill the litter bowl with CatGenie Washable Granules, which also come in a recyclable, biodegradable box.
As mentioned previously, the CatGenie uses proprietary plastic granules. CatGenie explains that these granules are, recyclable, pet-safe, and environmentally friendly. They’re made of a dust-free, pet-safe, non-toxic combination of natural and synthetic biodegradable materials, including a special additive that allows the plastic to be broken down by bacteria. When flushed or thrown out, the Washable Granules will biodegrade in the septic system, sewer system, or landfill.
These granules felt surprisingly similar to clay litter in my hands, and I knew my cats would feel comfortable using them.
While the granules are similar to clay litter in paw-feel and consistency, they’re distinctly different in other ways. For one, they’re dust-free, meaning that you won’t have to deal with litter dust coating surfaces in your home or making you cough. Plus, because they don’t crush down like clay litter, the granules are easy to clean up if they are tracked outside the litter box.
Additionally, these granules are septic-safe and shouldn’t damage your plumbing. They’re completely reusable and a single box lasts the average single-cat household up to 6 months under normal usage.
And Then You’ll Run a Cycle.
CatGenie recommends that you start using the unit in manual mode. In addition to letting you get a feel for how it works on your own terms, this method can also help your cat slowly acclimate to the box.
In addition to manual mode, there are several ways to program the CatGenie. You can either preset your CatGenie to run automatically between one and four times every day or set it to Cat Activation Mode. In Cat Activation Mode, the Genie Eye will detect a cat in the bowl and start a cycle timer. After it’s given your cat 10 minutes to leave the litter box, a cleaning cycle will begin.
The bonus of keeping the CatGenie in Cat Activation Mode is that the SaniSolution will last longer. Fresher waste requires less solution to clean, so you’ll increase the lifespan of each cartridge from 120 to 240 cycles.
If you have the CatGenie A.I. you have the additional option of starting the unit right from the app. You can choose from Cat- or Time-Activated cleaning modes and can also set a customizable sleep schedule for up to 10 hours each day.
Each Cycle Is Broken into Three Phases.
The CatGenie cleaning cycle is broken into three phases—scooping, washing, and drying. Mallory Crusta / Cats.com
The entire CatGenie cycle runs for between 30 and 40 minutes and is broken into three different phases. Let’s go over what happens in each stage of the cycle.
Scooping Phase
When the CatGenie cleaning cycle begins, it starts with a scooping cycle. During this stage, the bowl rotates as the Genie Hand descends into the litter, gathering up any solid waste and depositing it into the hopper where an impeller macerates all of the waste.
Washing Phase
Once the Genie Hand has carried all of the waste into the hopper, the bowl fills up with water and SaniSolution. During this phase, the bowl continues to rotate, and the Genie Hand moves in and out of the water, swishing and the agitating the Washable Granules. Once everything has had enough time swirling around in the litter bowl, the CatGenie flushes everything—SaniSolution and macerated feces—into your toilet bowl or drain.
I found that, between the sloshing, draining, and flushing, this phase was very noisy. I could hear it working from across the house and my cats were curious about it as well. To help reduce noticeable noise, CatGenie offers the GenieDome for $39.99.
Drying Phase
After the CatGenie’s done washing the litter granules, it’s time to get everything dry. Hot air blows from the side of the bowl and dries out the granules. By the end of this 17-minute process, the granules are bone-dry, warm, and ready for another use.
How Well Did It Work?
Now that we’ve gone over how the CatGenie cleaning cycle works, let’s talk about its effectiveness.
How Thoroughly Did the CatGenie Clean?
During the scooping phase, I found that the CatGenie failed to capture all of my cats’ waste. Instead of cleanly removing every bit of feces and sending it away into the hopper, the Genie Hand reached the end of the scooping phase with bits of poop stuck to its tines.
Any feces that doesn’t make it to the hopper remains on the rake or in the litter bowl, meaning that it’ll be washed and dried just like the granules. Delaying the cleaning cycle to allow waste to solidify may prevent this from happening.
While the CatGenie was able to capture most of the solid waste in the bowl, it didn’t catch everything. Mallory Crusta / Cats.com
The CatGenie’s Odor Control Ability Depended Upon Which Stage of The Cleaning Cycle It Was In.
First off, the CatGenie doesn’t do anything to reduce urine or feces odor in between cycles. So, if you’re running the CatGenie on a regular schedule or using it in manual activation mode, prepare for some odor.
I also noticed some odor during each cleaning cycle. Because the CatGenie wasn’t scooping away all of the solid waste, some of that waste stuck around for the drying process. The combination of lingering feces and hot air made for a smelly bathroom.
After the cleaning cycle was complete, however, there wasn’t any odor at all. Even with a few chunks of stool remaining in the bowl, I found that the sanitized litter smelled like SaniSolution—not a hint of feces or urine.
It’s worth noting that the CatGenie may not be the best option for kittens or cats with chronically soft stool. For occasional issues, an extra cleaning cycle should take care of the problem but no automatic litter box can effectively handle chronic diarrhea or soft stools.
How Much Did the CatGenie Granules Scatter and Track?
The lightweight litter granules tended to escape the litter bowl and scatter across the floor. Another thing worth noting is that, although the Genie Hand is designed to shake excess litter back into the bowl before transferring it into the hopper, this doesn’t always work. I noticed that a pinch of litter went into the bowl during every cleaning cycle.
For litter that is supposed to last 2-3 months between each changeout, a lot of CatGenie granules were ending up in the trash or flushed away down the toilet. Using the GenieDome may help prevent scatter but won’t affect the incidence of granules being flushed away.
How Much Maintenance Was Involved?
While I didn’t encounter a lot of maintenance—the CatGenie was a self-sufficient unit—other reviewers have noted that you’ll have to occasionally clean out the hopper. If your experience is similar to mine, and the CatGenie is unable to capture all of your cat’s waste, you may have to do some manual scooping to keep everything tidy.
Every two months or so, you’ll have to top off the Washable Granules (though they should never need to be replaced entirely) and pop in a new SaniSolution cartridge.
Altogether, that’s significantly less daily maintenance than a standard litter box. The CatGenie is a virtually hands-off alternative to the standard litter situation.
How Much Does the CatGenie Cost?
When I purchased the CatGenie for this review, it cost around $300. Currently priced at $359, the CatGenie 120 is one of the most expensive automatic litter boxes on the market. Its costs go beyond the upfront expense, though—you’ll also have to purchase replacement granules and SaniSolution on a regular basis.
If you want to upgrade your experience, the CatGenie A.I. will cost you just under $450.
This model offers the same impressive features as the original CatGenie with the upgraded convenience of “machine learning” artificial intelligence (A.I.). It monitors your cat’s bathroom habits and analyzes this information to provide insights into your cat’s health and wellness. It also helps you monitor the unit itself for more efficient cleaning and the mobile app notifies you when supplies are running low.
A 3.5-lb box of CatGenie washable granules costs about $24, while a box of SaniSolution will cost closer to $25. Each cartridge holds 120 washes or more and when set on Cat Activation mode, it provides 240 washes. You can save on CatGenie essentials by purchasing supply combos.
If you’re running the unit on Cat Activation mode with 3 cycles per day, a single $25 SaniSolution cartridge and $24 box of Washable Granules could last up to 80 days. If you have more than one cat, or run the unit on a different mode, that number could increase significantly.
Compared to traditional clumping litter, that’s pretty expensive, but remember that you’re also saving hours of time that you’d otherwise spend hunched over the litter box. It may even be less than self-cleaning models that only scoop dirty litter, requiring regular litter and waste disposal bags.
Overall, Is the CatGenie a Good Choice?
The CatGenie Self Washing Self Flushing Litter Box could be worth it if you want your cat litter situation to be as automated, hands-off, and easy as possible. After reviewing numerous automatic litter boxes, I’ve found that the CatGenie is the most comprehensive litter solution on the market.
It controls odor relatively well, does a fairly thorough job of cleaning, and doesn’t produce a lot of dust. Additionally, it’s an eco-friendly product. Unlike clay litter, the Washable Granules are biodegradable—as is the plastic in the SaniSolution cartridges. A one-year supply of cartridges takes up less space and uses less plastic than one container or one month’s supply of cat litter.
That Said, It Does Have a Few Drawbacks.
During my three-week test, placement was my biggest struggle. My bathroom is comparatively large, but I still didn’t have enough room to install the CatGenie without also blocking off a cabinet. And because the bathroom power outlet was across the room, I had to use an extension cord to supply power. And because my cats are afraid to go in the bathroom, it was a struggle to get them to use their new box.
Before you decide to get the CatGenie, you’ll want to be certain that you have enough space and are prepared for a loud, visually noticeable appliance in your home.
A second concern is cat-friendliness in multi-cat homes. With each cleaning cycle lasting 30-40 minutes, your cat may find themself without a litter box for hours a day. While this isn’t an issue for single-cat homes, this may be a problem if you share your home with two cats or more. With the CatGenie A.I., however, you have access to more cleaning modes and can customize your cleaning schedule using the data analysis of your cat’s bathroom behavior.
Once the cleaning process is complete, the drying cycle begins. By the end, the warm granules could make an inviting bed for some cats. If your cat likes the warm granules too much and lounges there, Cat Activation mode could lead to unnecessary cycling and wasted SaniSolution. If this happens, you’d want to switch to Manual Mode. Fortunately, the unit is equipped with safety sensors that keep it from running while the cat is in the bowl.
Overall, the CatGenie isn’t perfect, but it’s going to be an amazing end-to-end solution for the right person.
If you feel like you’ve been up to your ears in litter box chores for a long time or you have a physical disability that makes litter cleaning difficult and don’t mind adding a new appliance to your home, the CatGenie automatic cat litter box could revolutionize the way you think about cat litter.
Remember that the CatGenie comes with a two-year warranty, a 90-day money-back guarantee, and the brand is known for their outstanding customer support, so you can give it a try risk-free.
I loved my cat genie until their latest update in november. I have had nothing but problems since then. I am ready to return the dang thing
Caution we have had our Cat genie less than a year and now waiting 2 months for a replacement pump. The unit also has not been drying the litter and dumping large volumes down the drain… No support given yet for these issues. Caution you will have to have the unit installed as none of the parts will fit the plumbing… total cost so far is 1K in parts granules and labour it has only worked 2 out of 9 months .
We have had nothing but issues purchased the cat genie it has done everything from washed the cat shit to dumping loads of granules down the drain and the pump has now given out. It sits in my bathroom full of water… No support no part and have been emailing them for 2 months
I had a cat genie for 6 years. While it’s great not to deal with cat litter, there are a few drawbacks. As the review said, during the cleaning cycle there is a lot of odor. With the feces going into the toilet, if you don’t clean your toilet thoroughly every day, be prepared to have some very hard to get out stains in your toilet bowl. Also if you have lung haired or cats that groom themselves a lot, the hair in the feces will gum up the mechanism. Every couple of months I had to take the machine apart and manually extract the hair from around the mechanism—its gross. Also the granules are hard and painful on the feet—and they track so make sure to always wear shoes! And the cats didn’t like them either. They perched on the edge of the bowl to use it so they would not have to step in the granules. So while the genie is a clever solution, it does have its cons.
I have had a Cat Genie since 2006. I’m lucky that I have a large bathroom so no problems there. I used to run it twice a day and not do anything else, but now I prefer to save my motor by actually scooping out the feces into the toilet. I have two cats so they also appreciate this. The Cat Genie is then dealing with urine only. This also means I only run one cycle a day so a cartridge lasts me nearly 4 months. As far as I’m concerned, well worth it vs lugging up large bags of litter that I then have to get rid of on a regular basis. An added tip if you happen to have senior cats (like me) with kidney “issues” who pee a lot: since sometimes they leave really wet litter: I watch during the scooping phase of the cycle and make sure to knock off wet granules from the scooper back into the bowl so as to avoid a lot of granules going down the toilet. ( In an emergency if one has to go during a cycle or there’s a power outage, I have a backup regular litter box that I keep on the back porch but that only happens once in a blue moon.) As they age, I will keep track and see if we need to bump up to two cycles a day but so far, one has worked out well. Nothing makes my cats happier than clean, dry, warm litter – except maybe delicious meals and cuddles!
Jeanette,
Thanks, for the explanation of your urine only approach. Brilliant! I have had multiple Cat Genies over the years, about to order my 4th! The biggest issue is the “baked brownies” phenomenon and that one of my cats has a fetish for curling ribbon. He can sniff out any gift or card that has ribbon on it. It ends up wrapped around the propeller, fouls the system and I’m carrying a disgusting litter box out to the back yard for disassembly and cleaning. No amount of maintenance cleaning dissolves curling ribbon.
Manual mode, scooping the poop and running a cycle once or twice a day would take care of the “baked brownies” and the residual ribbon problems!
(I know curling ribbon is bad for cats, I try my hardest to keep him away from it, but he’s more perceptive than I am).
I feel this review is odd at best. Biased for some reason. I have three cats, I’ve had my Cat Genie for three and a half years. My unit empties in my washer drain pipe access, which is in my opinion, the correct flush application for this product. This product is not only efficient, but reliable as well. Along with my automated feeder and filtered water fountain, all I have left to do is love and appreciate my kitties. Yes, every now and then there is maintenance, but it’s easy to take apart, clean and reassemble. Everything on this planet requires maintenance. First of all if you own a cat, your wanting a pet that’s mainly independent. Putting a 3 to 3.5 out 5 is ridiculous. One person commented that cleaning the Cat Genie was gross, oh but scooping cat poop and urine several times a day isn’t? And if you’re not scooping your cats box (like a superior, hygienic Cat Genie does), every time they use their box, then your house smells like you have a cat doing his business everywhere. Everyone who enters my home is surprised when they see my cats appear and comment how they don’t detect any bad odors, because I DON’T HAVE A NASTY LITTER BOX IN MY HOME! Cat Genie’s customer service is also fantastic… That’s my rant. Don’t listen to the haters.
Thank you for sharing your experience!
I completely concur!
I completely agree. My partner has a cat with a normal litter box and his house smells from it. I’ve had mine for 3 years and love it – much less work than a normal box. You have to clean up tracked litter no matter what type you have.
We have had our Cat Genie AI for two years. We love it and so do our two cats. We installed it in a little different manner: We have an exercise/cat room downstairs in our finished basement. Right next to it is a wet bar. We ran the water and drain hose through the wall and tied it in the the drain and water supply under the sink. It made for a very simple and clean installation and we can’t hear the noise. We would never go back to any other form of litter box! I’d give it 4.5 out of 5 stars overall.
I really want a catgenie and want to hook it up in my laundry room/water heater closet if possible. If you were able to hook it up via wet bar I’m sure I can make the laundry room/water heater closet work. (It’s a fairly large space)
Thank you for your review I really appreciated it, I am new to looking up views and seeing how this works. I have six cats and I help with rescue. My mother has more than that and she is doing catch and release and rescuing cats as well. I am curious in your opinion what is one of the best automated cat litter boxes? I want to help take some of the pressure off my mom….. lol
Hi Lisa, thank you for stopping by! After reviewing several automatic litter boxes over the last couple of years, I’ve found that the PetSafe ScoopFree and the Litter-Robot III perform the best, though each will best suit a slightly different group of needs. You might appreciate our article on the best automatic litter boxes.
Awful company. Do not purchase!
I received a defective unit. Consequently, spent hours and days on the phone with customer service, no one could figure out what was wrong, yet I am responsible for paying the **obscene** shipping costs to return the defective unit and will not receive a full refund.
Thanks for sharing your experience with CatGenie, Erin.
Hey all- The Cat Genie is an excellent product. My wife and I just moved into an upstairs apartment in my folks’ house and had to sort a litter box option for our two hairless cats. We went with the Cat Genie, which just fit next to the bath tub and in front of the toilet. There’s still room for your feet! Tying in to the flexible water hose under the toilet and plugging it in was very easy. It was seven and a half months ago, and all I’ve had to do since then is replace granules, replace solution a couple of times, sweep stray (clean) granules off the floor, and clean the unit once since moving in. That’s IT. No more handling the cat’s excretions, FULL STOP. Also, it has not fouled the toilet at all. There is 0 additional cleaning. I’m a doctoral student and my wife is also very busy, so it’s tough to keep up with two cats’ biz, but now we don’t have to! Yes, it’s a little noisy, and yes, if you happen into the bathroom while it’s dealing with poop it’s stinky, but before and after there is no trace of odor. We had a litter robot for years, but it seemed like a constant battle keeping it clean, and I was still in regular contact with the cat’s stuff, despite an electronic litter box. But no more. The Cat Genie is freaking awesome, in my book.
Thanks for sharing your experience with the Genie, Ben!
Had a cat genie for a number of years. When it works, it’s great! But when it doesn’t, it’s a nightmare. There were occasions when, for whatever reason, the unit didn’t drain completely, and beeped an incessant warning (although I was a work and couldn’t hear it until I got home hours later) and was completely unavailable to the cats until it was dealt with. Then there’s the infamous “baking brownies”….just one time experiencing the unforgettable scent of air fried cat crap and you’ll live in terror of it happening ever again.
I wouldn’t say the cat genie is without merit, but anyone considering it should know it’s not an infallible “set it and forget it” solution.
Biggest waste of money ever. Forever resetting it and don’t get me started on those little white pellets that the cats spread from one end of the house onto the other. The smell of baking poo is horrendous and the noise terrible. It’s not cheap to run by any means especially when you have three cats. The cycle takes ages and when a cat needs to go then it finds somewhere else whilst the machine is washing. Ours now sits outside waiting for the rubbish man. Very disappointed in the product
I have had a cat genie for 8 years and had at the time of the first genie 5 cats using it and only had a couple of problems if the cat had wet stools .I had to clean he rake I love the the cat genie we gave it in the laundry hooked up to the washing machine drain .
We have 2 new kittens as our older cats have past on to heaven and the we ones are doing fine with the cat genie if you compare the price of normal litter the cat genie really compares .and guess what else NO LITTER DUST..
Well worth the cost ..
Thanks for sharing your experience, Wendy!
Cat Genie (Petnovations) is refusing to refund my money for the device, even though it is defective and I’ve spent months troubleshooting it with them (which always includes me putting my hands in cat waste). After encountering a rude customer service agent and indifferent management, I am no longer willing to spend any more time trying to reason with them. I have offered to return all the original and replacement equipment once they refund me, but they have declined, saying that I must return some of the equipment first so their engineers can diagnose it. I offered to do this if they were willing to give me a plan with an endpoint, but they would only commit to open-ended troubleshooting, stating that the 90 day refund window is closed (even though the problems began within that time).
I believe they have a systemic process to wear their customer down until they throw up their hands and walk away. It begins with a phone call to customer service, in which they have you explain the issue and you are required to send pictures of the setup, which includes lifting the unit up and taking pictures of the bottom. This almost always results in sewage water spilling out. Each time you call, this process is repeated (I have done it six times). Next, they review the pictures and have you clean the device by hand, make adjustments to the setup, and run a series of tests on the processing unit. This all takes 2-6 hours of work on the customer’s part. In my case, sometimes the device would begin to work properly, but malfunction again within a few hours or days-at which point the entire process would start over.
Hi David, apologies for the late reply. I’ll pass this along to the Petnovations team and see if there’s anything they can do or explain.
Thanks David. Hard pass for me based on your experience with customer service.
I got a defective cartridge (directly from Cat Genie) that leaked into my Cat Genie unit, they told me that it was either my Cat Genie unit, the cartridge was tampered with, or the way I stored the cartridges (which was stored inside my house in the cabinet) and would not replace the defective cartridge. They also told me that I should not use the unit anymore because it was damaged even though I had used another cartridge completely after I took the leaking one out with no issue.
I told them I would send the cartridge back so they can look at it their self and they said no. They would not let me speak to a manager and would not explain to me technically how the unit can cause the cartridge to leak when the seal is in the cartridge. What they did do was try to convince me that I should not use my Cat Genie unit anymore and that I needed to replace it.
I refuse to do business with a company that blames me for their defective products with no supporting information of such and these cartridges are way to expensive to play games like this.
Cat Genie is complete garbage and their customer service is worse. After the Cat Genie AI I had leaked all over the place (not from the water connections), I made a call to the customer service. I was received with a rude and contradictory attitude that I did something wrong or it must be my fault. I can understand irrational customer complaints (I’ve worked in customer facing positions) but their response was sorry to break the bad news, we can’t help you. I was 15 days past my warranty. $600 down the cat toilet.
Yikes, thanks for sharing that experience. You shouldn’t have to feel that way when contacting customer support, even if it wasn’t Cat Genie’s fault. Hope you’re able to get the leak sorted out, at least…
if you can deal with picking the kitty litter up, and it gets everywhere.. i’d say maybe vacuuming three to four times a day will solve it. then you only have to haul it out of the house every other month when it breaks down and needs to be cleaned, than is you item
Thank you for sharing these issues—I’m working on a video review of the CatGenie A.I. right now, and your observations help quite a bit. Appreciate it.
I’m not a fan of clay litter, but you cannot make the argument that clay litter is not biodegradable. More importantly, what is the true cost of operating it outside of chemicals and reusable litter? Gallons per use, kw per use?
It’s a very good question, and I’m not sure about the answer at this time. Will see what I can do. Thank you.
I would not recommend buying from this company. I own two of these machines. Their business practices and philosophy are terrible. I attempted to buy a small, rubber, seal for the hopper, a maybe $2 part and they refused to sell it to me unless I provided proof of where and when I buy my cartridges and replacement granules. They wanted me to find my Amazon receipts and send them to them in order for me to order a part. They cited “company policy”. Never, in all of my years of business and dealing with businesses have I encountered such a ridiculous request. This company operates from a place of scarcity mentality and I regret ever having supported them. The funny part is I habe all of the accessories, and recently bought the $35 granules catching mat. What Cat Genie needs to learn is that it costs eleven times more to lose a customer than to acquire one. If you buy this machine, be ready to deal with ridiculous corporate policy like this. Furthermore, what they don’t tell you is that it doesn’t always capture all of the feces into the hopper, and you will end up getting to know the smell of cooked feces in your house when it gets stuck, not scooped, and heated by the blower on the dry cycle. Have a good day. I wish I never supported this company. Imagine if they sold me the little rubber seal for my machine, much vitriol could have been prevented. Good luck with that customer last “company policy”.
I’m afraid this doesn’t surprise me. Thank you for sharing your experience.
We’re you able to return the cat genie you tested without issues? I am looking into getting one, but the reviews are so back and forth I am worried about if I don’t like it I won’t be able to return it. Almsot all the reviews say something negative about customer service.
Hey Brianna, good question. I’ve never tried to return either of my two CatGenie units, but I’ve seen the same thing you have about difficulty returning the unit. Perhaps you should start a thread with their customer support before you order so that they’ll be aware of your concerns and sort of “forced” to keep their promises, whatever those may be.
Since 2007, I have owned four different CatGenies. During those early years, I found that the machines overall worked fairly well, with some drawbacks, including the occasional need to perform god-awful device disassembly and cleaning in the backyard, which I performed in a hazmat suit. Overall, it was still worth it to me, because a well functioning Cat Genie is a beautiful thing. Customer service at Petnovations during that time was also good. I did have a few issues, and they were quick to respond, sending me replacement parts, even processor units, on more than one occasion. Back then they responded without any hassle, and those interventions generally were effective.
Over the last few years, unfortunately, all of that appears to have changed. I now have the latest model CatGenie AI, always use only official Petnovations supplies, and still—as many other reviewers have experienced—this machine has a habit of producing a heated, fecal aerosol, which the unit blower then distributes throughout the house, aka “baking brownies.” This occurs on approximately 50 to 75% of the cycles. I’ve watched the cycle closely, and as another reviewer commented, the scoop only makes one attempt at scooping out the waste before the bowl direction reverses with the arm down. As a result, during the reverse rotation, missed feces gets mashed, cut into smaller pieces, and mixed back into the litter. This move is repeated twice more before proceeding with the wash cycle. With feces fragments now spread all over that litter, believe me when I say that the drying cycle that comes next is an event that everyone in the house soon learns about.
After experiencing this over and over, I contacted customer service, and I encountered the same attempts to divert, deny, delay and obstruct that were described by Erin, David, Shelly, Wayne, NJ, and Derek above. I was asked to try numerous troubleshooting steps, gaslighted that the unit was functioning correctly, asked to send in videos, pictures, etc, all before they would be willing to try sending me a replacement part. My concern got escalated to a manager at Petnovations, and he was even more dismissive than the first line representatives had been. When I tried to contact that manager’s supervisor, she sent me a terse email directing me to call back the same manager I was trying to reach her about.
Clearly the CatGenie AI is not performing as advertised when this happens, and the most recent firmware update seems to have made the problem worse. From the similar customer experiences described by others, it’s also clear that Petnovations is aware of this problem. Unfortunately, their approach to customer problems appears to have changed to a posture of denial and obstruction. Reminds me of Uber’s early business practices or the recent allegations against Tesla by customers with vehicle range complaints. In this case, instead of issuing a recall or new firmware release, Petnovations is basically telling customers—even long time customers like me—just to go away, and I’m sure many of us will.
Mallory, I hope you will consider revising your review of the CatGenie at least to mention some of these consistent customer concerns, so that prospective customers are a little better informed before making a buying decision.
Hi Rod, thank you. We will consider updating based on this feedback, and I appreciate you sharing this experience with the community here.
I have 2 Cat Genies over the years. The most recent is the AI Cat Genie. I have many positives for the box itself as I would not house 4 furballs otherwise. As long as you keep the box maintained, it can last a long while. And, I never had an issue with repairs/replacements…that is, until most recent. I consider myself a dedicated customer. I buy the supplies directly from Petnovations, not ebay or another third-party. I had an issue with the box about a week ago. It kept giving me a “low water level” alert. And, typically, the customer service would walk me through some steps, then let me know whether a part needed repaired or replaced. Well, this time, I was held off for days, told to try this, try that. I even had to purchase a repair kit, which ended up not working. Then, I was told to do a “hard reset” of the processing unit, and it went dead. Now, I am being told the processing unit cannot be replaced but needs to be repaired. And, that means shipping the unit to them, waiting for the repair, then having it shipped back. So, we are looking at about another 2 weeks. I am not too good to scoop litter. But, when I pay almost $500 for a unit and about $1000 a year in supplies, I do have certain expectations. Anyway, I truly love the product. But, I do not appreciate how they are treating a long-time customer.
Hi Monica, thanks for sharing your experience with Cat Genie as a long-time customer. I hope you’re able to get things sorted out—this does sound like a very difficult situation.
The unit can not run without the Sani solution. This solution is only for making it smell better. The unit artificially limits how many washes can be done per Sani solution container, so you can’t even refill them yourself. There is no reason to force customers to buy this solution.
Then the impeller shaft stripped on my unit. No big deal, I called support and they told me I would need a whole new hopper assembly to get that part. Still no issue and an order request was placed for a whole hopper assembly for $40ish. Then the order is reviewed by a manager for approval and suddenly the manager insists that I send them the main processing unit in for repair. I send pictures and argue, but they refuse to let me buy the part I need.
Every interaction with this company has felt like they go out of their way to try and take advantage of their customers. I would happily spend my money with them if I didn’t feel like they were trying to take advantage of me at every opportunity they get.
Thanks for sharing your experience, Jacob.
It is with regret that I inform you that I am taking my CatGenie to the local DUMP! I have purchased every possible accessory and have loved the Genie when it works properly. However, after reading these many comments, I am NOT going to purchase a new one since the Petmovation culture appears to have changed substantially. Without good customer service, a device like this makes no sense at all. I have had four now and they do break down with some regularity so without honorable customer service, I am opting out! No new AI for my cats. Iawanto he
Thanks for sharing your experience, Molly!