Marantec America Corp.

Initial Business Response / [redacted] (1000, 5, 2014/03/11) */ Marantec America Corporation has been in direct contact with the customer regarding his complaint. On March 10, 2014, Marantec has shipped 2 completely new garage door openers to the customer in order to alleviate the reported problems.... In accordance with Marantec America's warranty statement, we urged the customer to seek professional help with respect to the installation of the new operator systems. In addition, the customer was informed that any related service call charges would be his responsibility. In response, we have received the following communication from the customer: Subject: Re: [redacted] Construction / [redacted] residence - garage door openers Sounds like a fair solution. I will notify BBB that the issue has been resolved and contact my installer. Thanks for your help. Regards, [redacted] Marantec America Corporation considers this matter closed. Final Consumer Response / [redacted] (450, 8, 2014/03/13) */ The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated: fully satisfied

Initial Business Response / [redacted] (1000, 8, 2014/12/05) */ Marantec has handled the customer complaint in accordance with our warranty statementAs our product requires professional installation and service, replacement parts will be made available only to an authorized dealer and not to the homeowner directlyThis warranty regulation does not mean that Marantec is not honoring the product warrantyMarantec recognizes the inconvenience the technical matter has caused the customerIn an effort to resolve this matter, Marantec has been in direct contact with the customer and has determined an authorized dealer in the areaThe customer has been provided the with the contact information and Marantec is actively communicating with the authorized dealer to monitor the progress of the repair workOnce the customer schedules a date for the service call, a completely new and upgraded garage door opener will be installed

My unit, a Marantec 4500e, was installed by company authorized dealer It worked for two years then quit The dealer is no longer in business and the Marantec company refuses to service their unit Other service companies will not service as they don't have compatible parts

Initial Business Response /* (1000, 5, 2015/06/01) */
It is correct that the garage door operator in question comes with a 15-year limited parts warrantyHowever, all Marantec openers do require to be serviced by a professional garage door companyConsidering that fact that the customer had
difficulties finding an authorized dealer in the area, Marantec is sending a check for $in an effort to reimburse the customer for the replacement part he purchased from a distributorIn doing so, Marantec has honored the product warranty beyond its limitations and we consider this matter closed

Initial Business Response /* (1000, 8, 2014/12/05) */
Marantec has handled the customer complaint in accordance with our warranty statementAs our product requires professional installation and service, replacement parts will be made available only to an authorized dealer and not to the
homeowner directlyThis warranty regulation does not mean that Marantec is not honoring the product warrantyMarantec recognizes the inconvenience the technical matter has caused the customerIn an effort to resolve this matter, Marantec has been in direct contact with the customer and has determined an authorized dealer in the areaThe customer has been provided the with the contact information and Marantec is actively communicating with the authorized dealer to monitor the progress of the repair workOnce the customer schedules a date for the service call, a completely new and upgraded garage door opener will be installed

Marantec's customer service department will reach out to customer on Tuesday, April 11th to resolve the issue.

Initial Business Response /* (1000, 5, 2014/03/11) */
Marantec America Corporation has been in direct contact with the customer regarding his complaint. On March 10, 2014, Marantec has shipped 2 completely new garage door openers to the customer in order to alleviate the reported problems....

In accordance with Marantec America's warranty statement, we urged the customer to seek professional help with respect to the installation of the new operator systems. In addition, the customer was informed that any related service call charges would be his responsibility. In response, we have received the following communication from the customer:
Subject: Re: [redacted] Construction / [redacted] residence - garage door openers
Sounds like a fair solution. I will notify Revdex.com that the issue has been resolved and contact my installer.
Thanks for your help.
Regards, [redacted]
Marantec America Corporation considers this matter closed.
Final Consumer Response /* (450, 8, 2014/03/13) */
The consumer indicated ONLINE that the business responded to this complaint to his/her satisfaction. He/she also stated:
fully satisfied

Initial Business Response /* (1000, 5, 2015/06/01) */
It is correct that the garage door operator in question comes with a 15-year limited parts warranty. However, all Marantec openers do require to be serviced by a professional garage door company. Considering that fact that the customer...

had difficulties finding an authorized dealer in the area, Marantec is sending a check for $65.00 in an effort to reimburse the customer for the replacement part he purchased from a distributor. In doing so, Marantec has honored the product warranty beyond its limitations and we consider this matter closed.

Initial Business Response /* (1000, 8, 2014/12/05) */
Marantec has handled the customer complaint in accordance with our warranty statement. As our product requires professional installation and service, replacement parts will be made available only to an authorized dealer and not to the homeowner...

directly. This warranty regulation does not mean that Marantec is not honoring the product warranty. Marantec recognizes the inconvenience the technical matter has caused the customer. In an effort to resolve this matter, Marantec has been in direct contact with the customer and has determined an authorized dealer in the area. The customer has been provided the with the contact information and Marantec is actively communicating with the authorized dealer to monitor the progress of the repair work. Once the customer schedules a date for the service call, a completely new and upgraded garage door opener will be installed.