Everything you need to know from a customer.
Need more help?
We will be happy to assist you with any queries, do get in contact. If you have an emergency please call us directly on 24 hours per day.
How to complain?
We appreciate that you may need our help with a situation, so we welcome your email: We will acknowledge your complaint within 24 hours, we will need longer to investigate it further and will respond to you with updates.
Why has my Genie only completed a temporary fix?
Because it is usual for Genies to be the first to attend, they may only have commonly used parts to repair the problem straight away making sure you are safe. Additional parts will be needed and a return to fit to get a more permanent fix. The Genie should advise you what type of fix [...]
The work completed isn’t satisfactory?
We have hand selected the Genies that are trustworthy and have careful vetted them all. So we are confident they are able to complete the works to a high standard, however sometimes things can go wrong. The nature of Emergency fixing can be a temporary fix is put in place, with further works needed to [...]
Can I cancel the job once I’ve booked it?
The EmerGenie app has been developed to help customers that need help quickly. Genies will be rushing to get to your emergency, it’s very hard for them to plan their days if they are booked quickly and cancelled. Genies will sometimes call to take an up front payment or deposit before travelling to your emergency. [...]
Can I reschedule the job?
As the call outs are emergency call outs, they will be on their way to you as soon as you input your job into the app, a new time can be scheduled but there may be a charge to cover the Genies travel and time.
I thought I’d booked a Genie but they haven’t arrived?
As you book, the app will do the work for you to find a local Genie, if there isn’t anyone available, you should be notified and we suggest choosing another time to book. We are working hard to add more Genies all the time. On the rare occasion something may have gone wrong for the [...]
No Genie available
We have launched the app in London and within the M25, more areas will follow soon. Genies can be very busy and we recommend looking for a later time if you don’t find someone straight away. Do give as much information about the work as possible, we provide an option for a photo to be [...]
What happens with further works needed?
Genies will attend to make your situation safe and will recommend any further works that are needed. They will advise of the costs of completing the work and its your decision to go ahead or not. This can be booked via the app up to 2 weeks in advance with the same Genie or with [...]
What happens if I cancel the job?
The EmerGenie app has been developed to help customers that need help quickly. Genies will be rushing to get to your emergency, it’s very hard for them to plan their days if they are booked quickly and cancelled. Genies will sometimes call to take an up front payment or deposit before travelling to your emergency. [...]