• Report: #1075391

Complaint Review: The Genie Company

  • Submitted: Tue, August 13, 2013
  • Updated: Tue, August 13, 2013

  • Reported By: Unhappy — Haymarket Virginia
The Genie Company
Unknown 1-800-354-3643 Haymarket, Virginia USA

The Genie Company Genie Garage Openers Nate called back to tell me my lifetime warranty did not cover parts/svs. unknown but area code of 330-821-5360 Nationwide

*General Comment: Try...

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 Purchased two Genie Garage Door Openers for our new home on July 5, 2003; they were installed under purchase agreement with authorized seller on August 6, 2003.    We purchased the high end doors Model:   Excelerator ISD-1000 - 2H, which carries a lifetime warranty on motor, parts and service.     We have had only one occasion in the past ten years to ask for assistance via service call and replacement of parts.

 

This past week, several things seemed to go wrong with both doors which operate under separate overhead circuit boards.   We did the trouble-shoot using our instructions and it was obvious that some of the parts were not working.    When I called the 800 number I had on record, they were very nice and informed me someone would call me back within two business days to set up a service call. [continued below]....

.....    I explained that on one door, a sensor was no longer working; also on the same door, the Learn button on the overhead was not in place on the circuit board, so it was useless.    I further explained that on the second door, both sensors were lit, but the overhead circuit board Learn button which WAS in place, did not light or re-set.   We also had a problem with the electric open/close buttons working.    This was clearly something involving both parts and expertise from a service repair individual.

 

Later the same afternoon I received a call from someone who identified himself as Nate (only when I asked his name); he was curt, nasty and unaccommodating, saying my Lifetime Warranty did not mean anything, and they would ship me the parts, but I would have to put them in myself (good luck on that) and we would be charged.   He denied that my Excelerator door openers were warranted for life for all those things.   I ended the conversation with Nate and recalled to again speak with an individual who put my name back in the circuit hopefully reaching a management level to call me.   I am awaiting the call today; in the meantime, one of my cars is stuck inside the garage that doesn't work, and the other is outside unable to open the door to get inside!

 

What a dilemma for senior citizens to find themselves in.   Is there any help for companies that pull this on people after charging them upfront to buy a lifetime warranty on their product.


This report was posted on Ripoff Report on 08/13/2013 08:50 AM and is a permanent record located here: http://www.ripoffreport.com/r/The-Genie-Company/Haymarket-Virginia-20169/The-Genie-Company-Genie-Garage-Openers-Nate-called-back-to-tell-me-my-lifetime-warranty-d-1075391. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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#1 General Comment

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AUTHOR: Tyg - ()

 I have dealt with MANY seniors so what I say next is not meant to stereotype anyone. DIG THROUGH YOUR FILE CABNETS AND FIND THE ORIGINAL AGREEMENT!!!! If you can find that and then present it to Genie showing a lifetime warrenty then you will end up getting a lot farther. There may be a mix up on thier end, something along the lines of a letter transposed in your name or a number transposed in thier system. You have should have the paperwork. This is ALL the information you should need. You may be required to FAX it in to them.

All garage doors have a manual release. Its normally the line that hangs down from the opener. If you can, you can release this manual lever and open and close your garage doors. If you cant do it, get someone who can. Atleast this way, you can recover your car from the closed garage.

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