Genesis: most-reported complaints
- Complaints in recent reviews
- 85% of 106 recent reviews analysed
- Most-reported issue
- Support unhelpful 67% of complaints
- Company replies
- 0% of negative reviews, typically within a day
- TrustScore
- 1.6 from 226 total reviews
- Review window analysed
- 2025-01-21 to 2026-11-09 106 reviews
- Sector
- Other sectors
Automated analysis of 106 public Trustpilot reviews published 2025-01-21 to 2026-11-09. TrustScore 1.6 from 226 total reviews — see the Trustpilot page. Quick answer: is Genesis legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report that support is unhelpful, with 60 out of 90 identified complaints citing this issue. Faulty products and unreachable support are also frequent concerns, appearing in 31 and 30 complaints respectively. Additionally, 11 reviewers mentioned disputes regarding warranty coverage.
Trustpilot lists this business as no longer collecting reviews. New reviews are not currently being gathered for its profile. See the Trustpilot page for the current status.
What are the most common complaints about Genesis?
| Issue | Share | Count | Trend | By month |
|---|---|---|---|---|
| Support unhelpful | 67% | 60 | falling | |
| Faulty product | 34% | 31 | steady | |
| Support unreachable | 33% | 30 | falling | |
| Warranty disputes | 12% | 11 | steady | |
| Overcharging | 6% | 5 | rising since 2026-04 | |
| Other | 4% | 4 | steady |
Support unhelpful
60 reports · 67% of complaints“First time it took multiple calls to get through, then a six week wait for an appointment to get it fixed.”
3 readers marked this review helpful on Trustpilot.
“Impossible to speak to a manager or senior person on the phone.”
2 readers marked this review helpful on Trustpilot.
“Literally the WORST customer experience when they pick up they pick up the phone which is less than 50 percent of the time.”
2 readers marked this review helpful on Trustpilot.
Faulty product
31 reports · 34% of complaints“First time it took multiple calls to get through, then a six week wait for an appointment to get it fixed.”
3 readers marked this review helpful on Trustpilot.
“Impossible to speak to a manager or senior person on the phone.”
2 readers marked this review helpful on Trustpilot.
“Literally the WORST customer experience when they pick up they pick up the phone which is less than 50 percent of the time.”
2 readers marked this review helpful on Trustpilot.
Support unreachable
30 reports · 33% of complaints“First time it took multiple calls to get through, then a six week wait for an appointment to get it fixed.”
3 readers marked this review helpful on Trustpilot.
“Impossible to speak to a manager or senior person on the phone.”
2 readers marked this review helpful on Trustpilot.
“Literally the WORST customer experience when they pick up they pick up the phone which is less than 50 percent of the time.”
2 readers marked this review helpful on Trustpilot.
Warranty disputes
11 reports · 12% of complaints“no one tried to help me pay for the repair even though this is a known issue”
1 reader marked this review helpful on Trustpilot.
“Emails and calls unanswered.”
1 reader marked this review helpful on Trustpilot.
“They will not cover any of it & while it was in shop they put a huge scratch on hood”
Overcharging
5 reports · 6% of complaints“They will not cover any of it & while it was in shop they put a huge scratch on hood”
“attempt to trap the buyer into using their high interest loan”
“They overcharged me and after multiple unreturned calls to the service manager AND general manager”
Other
4 reports · 4% of complaints“the local service center has shut down, and no loaner car is being provided”
“there was very limited communication which meant fans were hanging about for probably 2 hours.”
The company has not claimed its Trustpilot profile. We last checked this profile on 2026-11-12 and found 2 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Elsewhere: 5★ on Google (1,456 reviews, as of November 2026) — a 3.4-star gap between its Trustpilot and Google scores.
TrustScore over time
1.6 → 1.6 across 8 census measurements since 2026-10-07. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal:
Show all 8 dated readings
2026-10-07 (0%, 0.0d) · 2026-10-10 (0%, 0.0d) · 2026-10-16 (0%, 0.0d) · 2026-10-19 (0%, 0.0d) · 2026-10-25 (0%, 0.0d) · 2026-10-31 (0%, 0.0d) · 2026-11-03 (0%, 0.0d) · 2026-11-12 (0%, 0.0d).
Severity: 38% of this company’s 90 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 2.6 days between the experience and publishing their negative review (93 reviews record both dates).
What their policy promises
support availability: quickly
“MOST CUSTOMER CONCERNS CAN BE RESOLVED QUICKLY AND TO THE CUSTOMER'S SATISFACTION BY CONTACTING GENESIS’S CUSTOMER SERVICE DEPARTMENT”
support availability: within 30 days
“If Genesis and you do not reach an agreement to resolve the claim within 30 days after the Notice is received, you or Genesis may commence an arbitration proceeding.”
support availability: promptly
“After Genesis receives notice at the Notice Address that you have commenced arbitration, it will promptly reimburse you for your payment of the filing fee.”
support availability: all administrative costs
“GENESIS WILL PAY ALL ADMINISTRATIVE COSTS OF THE ARBITRATOR, NO MATTER WHO WINS, SO LONG AS YOUR CLAIM IS NOT FRIVOLOUS OR BROUGHT IN BAD FAITH.”
Quoted verbatim from the company’s own published policy (source page); complaint counts are census classifications. As of 2026-11-06.
Policy-page monitoring
We monitor this company’s published policy page. No change to the policy text has been detected since we started watching on 2026-10-19.
1 other page edit recorded (dates, counters, menus, banners, or edits we could not verify against the page text) — not listed
Automated change detection on the company’s own published policy page. A change is listed only when a term, price, time limit, right or contact route in the policy text changed; other edits are counted, not listed.
Sector benchmark: support unhelpful makes up 67% of this company’s complaints vs a 28% median across 384 ranked companies in its sector.
Review velocity: 72 of this company’s 226 Trustpilot reviews (32%) were written in the last 12 months.
Other UK companies with evidenced “Support unhelpful” complaints
- Ghrltd
- Gianfranco Ferre
- Gigaclear
- GitHub
- Glasses Outlet
- GlobalWebPay
- GMB Credit Union
- GO Outdoors
- Godrej & Boyce Manufacturing. Co. Ltd.
- Golds Gym
See all companies by issue: Support unhelpful · Faulty product · Support unreachable · Warranty disputes · Overcharging · Sector table: Other sectors in the UK
Compare Genesis with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-11-12.