Genie Company

To Whom it May Concern:Genie Customer Service has been in contact with Ms*** on the 15th of NovemberWe offered to replace the power head on the present unit and she declinedWe have left a message for her to return our callWe are going to offer to replace the complete unit and
bring back her unit for testing. Regards,*** ***

To Whom It May Concern:Mr. [redacted] made contact with our call center on 8/24/16 at 1:49 pm. He has a ISD 1000 model which carries a lifetime parts and labor warranty for the original home owner only. Presently we do not have proof of purchase on file for Mr. [redacted] so that is why he...

was questioned on being the original owner. [redacted] states that the house was built in 2001 and sold 7/2001. Mr. [redacted] advises that he purchased the home on 6/10/2002. At this time the part required has been shipped free of charge for part and shipping. However, in the future we would need a proof of purchase before any other parts will be sent free of charge for the part but there is a shipping and handling charge on all shipments if the consumer is under warranty or not.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 [redacted], and find that this resolution would be satisfactory to me.  The refund was made and I am satisfied with the results.  Thank you and the representative for resolving this issue for me.
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 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]

To Whom It May Concern:Genie Customer Service has reached out to [redacted] and left three messages via phone. Left two messages on 1/31/18 and 1 message on 2/1/18. Our records indicate that Genie did receive proof of purchase from consumer on 1/29/18. Also noted in our system is that...

consumer spoke with[redacted] on 1/29/18 and he advised the consumer that Genie did receive and verified the proof of purchase. He 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:Original request was for reimbursement of the charges he paid out to Wayne...

Dalton locally and additional accesories for his troubles. Additional accessories were sent the same day we recieved the request via UPS and consumer should of received them by now since it has been 9 days. Also he should receive a reimbursement check for the charges from Wayne Dalton within two weeks from the original request. So original request was honored. Regards,[redacted]

I will be accepting Genie’s offer to ship them back the garage door unit for a check for $250.00. I plan on shipping it out next Monday.Thanks,[redacted]

7/27/16 2:33pmRevdex.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]

[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 complain[redacted]nd 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]

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 to. I assume [redacted] has that page from the warranty since she quoted the warranties in the...

complaint. Under 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]

In my first conversation with Genie after having registered a complaint with the Revdex.com, I was offered a replacement unit that would only carry the remaining 1 & 1/2 year warranty that came with my original opener. Also I would have to pay for professional installation. I advised Genie that I would get a few estimates for installation from local companies and get back to them. I spoke with one local company that gave me an estimate of $150 to install and who also said that they would only guarantee their labor, not the opener.  This local company also told me that they no longer carry Genie products because their customers had had so many issues with genie products, specifically the circuit board, which is what originally went wrong with my opener.  I called genie back and said I still was uncomfortable with installing another one of their openers. At this time they offered me a $200 refund, $100 less than what I paid originally. Also, they require that I return the original opener to them so they can take a look at it and figure out what went wrong.  I accepted this offer and was told it would take two weeks to process my refund. Sincerely,[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 received the complaint that consumer [redacted] filed. We phoned Mr. [redacted] at 9:06 am EST today, we had to leave a message with our hours of operation and our 800 number so that he may return our call.At this time we need Mr. [redacted] to provide proof of...

purchase for the garage door opener. Once we determine the age of the product we we will be in a position to explain his warranty and also trouble the product and give him his options to get his garage door operator operational again.Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.Altogether I have 3 of your ISD-1000 garage door openers.  I appreciate your offer to exchange the one I've had problems with in the past with a new model, and would prefer to stay with the same model I've got.  A refurbished unit would be fine or if that's not available, perhaps separate replacement parts to build up the opener?  
Regards,
[redacted]

To Whom It May Concern:Per our authorization, [redacted]y inspected the garage door opener and door at [redacted]s home. They filled out an assessment form that we provided them and submitted back to the Genie Company. Question 2 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 opener. The 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 claim. We 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 test. At 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]

[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 [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]

To Whom It May Concern:The Genie Company will ship a new wall control for the model 1028 to Mr. [redacted]. Regards,[redacted]

To Whom It May Concern:Mr. [redacted] spoke with the same Customer Service representative both times he called in, he phoned on 7/27/15 at 12:49 pm and again today at 8:15 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 unit. We 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. [redacted].Regards,[redacted]

To Whom It May Concern:We do not offer complete refurbished units. We do have a refurbished power head and other parts. Genie Customer Service will contact Mr. [redacted] and together they will decide what part(s) he requires and ship them out no charge for parts and shipping.Regards,[redacted]

To Whom It May Concern:If [redacted] would like a refund for the garage door operator in his garage currently then we would just need the entire product returned to The Genie Company. We will send a return label to [redacted]ia email, once the product is returned we...

will cut a check for $250.00.Regards,[redacted]