Complain about a product or service

Genie Garage Doors

Q of Yakima, WA August 14, 2009

During a new installation of a Genie garage door opener, I discovered that the extension needed for an 8 foot high door was defective, (machined approx. 1.2mm out of line. After calling Genie,I bought another extension at the same store, and it was similarly defective. I called Genie again and was given several suggestions such as: assemble it only hand tight - see if that helps!

Brian of Woodland Hills, CA August 13, 2009

I called the home office in OH. They are sending me a new motor. so now they are stepping up. I thought it only fair to report when things are corrected as well. I am satisfied. It should arrive next week.

Brian of Woodland hills, CA August 13, 2009

My garage door opener would stop mid stream once in a while, especially when it was hot outside. I called up becasue it has a lifetime guarantee. The Genie rep tried to trouble shoot the problem. We got to the point that the garage door was not fully balanced. She told me to balance the door and call back. I balanced the door and then the unit pretty much stopped working at all.

I got on the phone with a level 2 rep and went through 30 minutes of testing. She then proceeded to tell me that the unit would not be covered becasue the door was not properly balanced. Well the unit worked fine for the most part when the door was not properly balanced. Then they tell me to balance it and the opener pretty much breaks. They should have told me the first time that an out of balance door voids the warranty. Then I would not have touched the door balancing. Their advise caused my unit to break and now they are blaming it on the fact that it was out of balance.

The woman told me that Genie products either have a defect that will show up at first or else it will last forever. I am outraged at this lifetime warranty. I is a false claim. I still have not resolved this with Genie. I thought they were a reputable company.

Omar of Albuquerque, NM July 29, 2009

My garage door opener broke and I called a local techinician. After looking at it, he determined the motor and clutch were bad and the unit needed to be replaced. He suggested I check my paperwork to see if it was covered by a warranty, but warned me thet Genie was very hard to deal with ... a statement that came to be true. I found all my original paperwork and called Genie the next day.

The first person I talked to was Jennifer and she asked for me to fax her the paperwork from the technician that showed his comments on the motor and clutch being bad. I faxed her the paperwork and she escalated it to Clay at Level Two. Clay said he needed the original receipt faxed to him and I did that. He said he needed me to go through a series of checks to make sure the problem was the motor.

I came home for lunch and called back asking to speak to Clay, but got Blaine instead. He had me go through a series of checks and then escalated me to Level Three where I talked to Nate. Nate proceeded to give me a run-around about how the reciept showed one date and that the Genie units only stayed on the shelf for 30 days and then proceeded to tell me that Home Depot had cheated me by selling me a returned unit or somehting of that nature.

I told him the warranty didn't say anything about shelf life or Home Depot cheating me and that I wanted Genie to honor the full warranty (including labor, which Clay (Level Two) confirmed was included as part of the full lifetime warranty). Nate continued to tell me that the warranty could not be covered. I asked to speak to his supervisor. She identified herself as Mary Oleta and was very rude and told me it was not Genie's fault that Home Depot cheated me and that they were not going to cover the warranty even though I had provided everything they asked for and that "I needed to do, whatever I needed to do, because Genie was done with me".

Alan of Las Vegas, NV November 20, 2008

i purchased a genie garage door opener on 08-04-94, with a lifetime warranty. for this reason, i purchased the product. serial no. 1994 4 s medalion model. approximately 1 (one) month ago, i began to experience a problem with the unit. whereby, i contacted genie for service. the person that, i spoke with informed the undersigned that, i needed a receipt. i informed this person that, i could not locate the receipt. the individual stated, how do we know you are the original owener wherby, i stated the unit is attached to the garage. his reply, how do we know you are the original owner of the residence. i replied that, i am the only individual that, owned this residence, my proof title of house.

i then proceeded to contact the corporate office of home depot where, the unit was purchased. acquilla a representative 1-800-654-0688 ext. 76449 contacted the above mentioned company to no avail. i proceeded to call genie again, i requested to speak with a supervisor (nate). i told him that the language inserted in the manual does not state the word receipt. we went round robin and he assured me that, the original part of 97.00 was not needed that, i was originally informed however , he was assured it was a 13.00 part and he would forward immediately. also, nate stated that this 97% assurance part was not the solution to my unit, no further conversation, i informed him that, this was not acceptable to the undersigned.

also,how ironic, my name etc. was in their computer system because, the rep started to give me info prior to me ie name, address etc. i know nate plan, give the customer a cheap part whether, it is needed or not and the problem will go away for 13.00. in summation, their manual does not specifically state the word receipt and to this date nate did not forward the part. these two episodes in my opinion represents deceptive practices.

Esther of Chatsworth, CA September 19, 2006

As Genie Accelerator company refuses to admit their product is a lemon, although their product has been discontinued and as proven here has been serviced and replaced on several occasions - still they refuse to admit the product is a lemon.

On October 18, 2000 I had purchased your 2H Genie Accelerator Garage Door with a lifetime warranty from a Home Depot store.

Five months following the initial purchase (March 2, 2001) the machine failed and Genie ordered a service. December 3, 2003 the same issue repeated and again you serviced it. On January 12, 2004 the same problem repeated again and this time you replaced the motor with the same type of problematic machine. Of course the problems and issues continued to repeat themselves and you had serviced it several more times in 2005 and again on January 17, 2006.

Now, the problem occurred once again on August 27, 2006 where the Genie Accelerator does not operate at all. On Monday, August 28, 2006 I had called your offices, and with a wait of 45 minutes and then transferred with a hold of an additional 25 minutes and once again a transfer for another 30 minutes I finally reached a few supervisors who agreed with my claim that the product is indeed a lemon. However, when I reached one of the managers: Denise, she said she has to transfer the issue to higher authority and someone will call me back on the same day. My phone call began at 8:10AM and continued until 11:02AM.. Needless to say, there was no response. The following day, August 29, 2006 I called once again, and was transferred to a different “higher” manager at 1-800-345-3643 at extension 718 and again I had to repeat the story again and then I was transferred to another manager named: Laurie who offered that again they will send a service technician. I replied that enough service has already been preformed and they need to recall their lemon product.

Laurie, the manager, also suggested that I do not have to be locked in my home, I can disconnect the motor and manually lift the door to open and close it. I had explained that I live alone and I have severe arthritis, however, she insisted that it is not a problem to manually operate the door. Today, August 30, 2006 I attempted to follow Laurie’ instruction However, due to my arthritis I was not able to sustain the lift of the door which resulted in the door shutting on my finger. My finger is now completely blue and my finger nail has to be removed. Laurie proceeded to explain that this type of machinery needs to be serviced on a monthly basis. I am enclosing a copy of the manual clearly stating the only service required is a “yearly lubrication of the drive screw”. Regardless, why would any company give a lifetime warranty on a product that needs to be serviced monthly? I am providing the service receipts that I did keep. There were many more services preformed which I naively did not keep. Who thought a lifetime warranty product would need that much service? I will also provide an affirmation letter from my Doctor with reference to the injury I have suffered. I want you to pick up your faulty equipment which I rendered to the Home Depot store, refund me the 345.30 which I had paid you for a faulty product, and compensate me for the aggravation, time, injury and misled information that you continuously brushed me off with. I do not intend to let this go. I expect a serious and responsible reply from you immediately. I look forward to your prompt response. Esther Barishman (818) 717-8887

Richard of Dunedin, FL January 28, 2006

On 09/7/05 I put a 200.00 deposit on a garage door through Genie Pro. Needless to say that also was a problem it took them almost a whole month to install the door. They did not have all the materials & some of the door panels had dents in them. I was very patient. I did not make the payment in full until the job was completed. The job was finally completed on 10/06/05. On 01/25/06 when i got home the garage door eas not operating properly. When i looked at it I realized that the cable on the left side had come completely off. The whole door has shifted and will not shut. I called Genie Pro on 01/26/06 and spoke with Dimetrios and he said that it was under warranty that it would not cost anything and that he would have somebody out that afternoon.

Needless to say nobody ever called or showed up. Finally about 5:45 p.m. I went to get some food and Dimetrious had called and left a message on the home aanswering machine. It stated that he had a fire at his house that he needed to go attend to.He also stated that he would call at 9;00 a.m. to set up a time on 01/27/06. Well 9:00a.m. came and went. No call. I finally called Dimetrious about 9:45a.m. and left him a message requarding the garage door. I also left mey cell phone number on thier and asked him to call aasap. Around 11:30 a.m. Lisa called Dimetrious he answered the phone. She politely asked when he was planning on coming out to the house to fix the garage door. He stated not for two weeks. Lisa explained that we couldd not wait two weeks that we atleast what to get the door working so that It would be able to shut and not be an open invitation for somebody. He scolded her about not asking if his family was okay due to the house fire. Lisa said sorry we have our own issues and that She would be home til about 7:30 p.m. He rudely said I am not coming to fix the door call an attorney and hung up. Lisa tried to call several other times that day he never answered.

She sincew has called Genie filed a complaint. We also filed a complaint with the Beteer Buisness Bureau & finally consumer affairs. I still am trying to be civil to Dimetrious. He is not responding. It will cost me about 300.00 dollars to have the door fixed. I would like all the money back that I paid for the door. 1060.00 Since Genie said that it was not a genie door that he installed and that he never got the door from Genie. He lied and I no longer have a warranty to up hold this matter

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