Genie Company

To Whom It May Concern:There is an owner's manual included in each unit, I know sometimes if the unit is installed by a retailer's sub contractor they may not leave the manual but they are supposed toI assume [redacted] has that page from the warranty since she quoted the warranties in the complaintUnder the section that starts with Seller's obligation it states "Any labor charges are excluded and will be the responsiblilty of the purchaser".Regards, [redacted]

To Whom It May Concern:The Genie Company Customer Service reached out to [redacted] today via phone, we had to leave a message to return our call.We will provide a new powerhead and have it installed and have the old powerhead returned for quality purposes.Regards, [redacted]

To Whom It May Concern:We will ship a new unit to Ms [redacted] to replace her current unit, she may use the box from the new unit to return the old unit and we will send her a UPS label that will cover the freight back to us.Regards, [redacted]

To Whom it May Concern:The Genie Company Customer Care Group contacted [redacted] today and discussed her garage door opener with her service person and herselfIt was determined by the service person that [redacted] would require a new board for her model to repair it The part will ship out later today or tomorrow under warranty.Regards, [redacted]

To Whom It May Concern:Genie Customer Service made contact with [redacted] Genie will be shipping out a replacement powerhead for his Genie PorwerMax 1200.Regards,*** [redacted]

To Whom It May Concern:Per our authorization, [redacted] y inspected the garage door opener and door at [redacted] s homeThey filled out an assessment form that we provided them and submitted back to the Genie CompanyQuestion a on the form states "Does the unit's safety reverse mechanism work properly? The dealer responded Yes There is nothing on the form from the dealer that there is anything wrong with the garage door openerThe only comments on the form are that "Bottom section will have to be replaced before operator is safe to open/close door Meaning the door panel needs to be replaced.We will as a goodwill gesture reopen the claimWe will ship [redacted] a new garage door opener and provide a return label to send back the old unit in it's entirity (wires, nuts, bolts, everything)We will send the unit to a lab in Texas and they will reinstall the unit in a test garage and cylce it for a period of one week or so, Cycling it continuously for during this testAt the end of the test if they find that the unit has a defect we will request two estimates for the repair of the garage door and vehicle If they find that there was no phantom operations then we will deny the claim again.Please advise if we should proceed with shipping the garage door opener and sending the return label.Regards, [redacted]

To Whom It May Concern:The Genie Company will ship a new wall control for the model to Mr [redacted] Regards, [redacted]

I will be accepting Genie’s offer to ship them back the garage door unit for a check for $I plan on shipping it out next Monday.Thanks, [redacted] ***

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it.] Revdex.com: I have reviewed the response made by the business in reference to complaint I [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolved Regards, [redacted]

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution would be satisfactory to me I will wait until for the business to perform this action and, if it does, will consider this complaint resolvedThanking you all for your help Regards, [redacted]

To Whom It May Concern:Genie Customer Service has reached out to [redacted] and left three messages via phoneLeft two messages on 1/31/and message on 2/1/Our records indicate that Genie did receive proof of purchase from consumer on 1/29/Also noted in our system is that consumer spoke with [redacted] *** *** on 1/29/and he advised the consumer that Genie did receive and verified the proof of purchaseHe had the consumer run a door balance test at that time and advised the consumer to call him back directly when the motor made the screeching sound again.Regards, [redacted]

To Whom It May Concern:Genie Customer Service made contact with [redacted] & [redacted] on 9/16/15. After reviewing photos of installation determined that it was installed improperly and that the rail for the garage door opener needs to be replaced along with the carriage. Shipping out... replacement parts and setting up service to correct the installation.Regards, [redacted]

To Whom It May Concern:Mr [redacted] spoke with the same Customer Service representative both times he called in, he phoned on 7/27/at 12:pm and again today at 8:am.The Customer Service representative should of offered to supply the UPS label to Mr [redacted] to return the product if it was not compatible with his older unitWe will mail a UPS return label to his home to use to return the product to us for a full refund as long as he returns all pieces and parts included with the product when he purchased it.We apologize for the inconvenience this may have caused Mr***.Regards, [redacted]

To Whom it May Concern:We have left two messages for [redacted] ***l regarding the appearance of the carton when he purchased itfrom ***If he could please call us at [redacted] we would appreciate it.Regards, [redacted]

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved. I do find it interesting that the lower of the estimates was the company that I sought out. The other company that gave me the quote which I thought would make things easier, was the authorized company that came out to inspect the opener for Genie. They were almost double the price. But to get this issue resolved and behind me I will accept the offer
Regards,
*** ***

To Whom it May Concern:We will contact the consumer today, they may return the current powerhead for replacmentWe will call them and provide the return address.Regards,*** ***
*

Mr*** and I had a pleasant conversation. I have updated CRM with the phone and address at his *** homeI am sending him a power head at no charge. He would like to file a complaint against the dealerAcct # *** I have filled out a dealer complaint formI provided him with our toll free number with access code, along with the *** and *** hours I will have the Manual mailed to himHe thanks our department for our assistance*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ** *** I accept the business' proposed course of action as an effort to work toward a resolution of this matterI approve of the business sending a replacement garage door opener and testing the original. Notwithstanding the subject line of this email (which is a default setting that I am unable to change) and anything else in this email, I reserve my rights to further action if the business eventually denies the claim for damage to the vehicle, door, and house
Regards,
*** ***

To Whom It May Concern:After reviewing *** ***s file, we will be shipping *** ***s a new powerhead and he should return the old powerhead for inspectionWe left a message with *** ***s today asking that he call us back to go over this.Regards,*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID
***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I was told this was already on its way in the mail I've not received any replacement yet I hired a company to assist me with removing the old motor and installing the new when it arrives since I was under the impression it was already in its way Please provide a tracking number so I know when to expect the new motor
Regards,
*** ***