Complaints

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• Initial Complaint

  Date:12/05/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When I purchased my garage door, I had also received a warranty upon purchase through my ****** credit card. Upon calling genie to ask for them to fix my door under the warranty, they explained that when I purchased the door, I had purchased it through ****** which caused them to pick for me “the worst kind of door” according to the associate who had visited my home. After this, I called ****** to confirm this and received a response along the lines that “we did not pick this door for you so therefore it is not our responsibility to repair, it is up to the company the warranty is held under”. I had another door before this that was 35 years old that held itself with no issues before it needed to be replaced. The current door I have has only lasted 4 years, which is why I would like either a repetition of the door free of charge through my warranty or a refund. If this does not get resolved in this fashion, I will most likely have to excel this to a court level to resolve this issue.

  

  Business Response

  Date: 12/05/2022

  We did not say that this is the worst door on the market.  In fact, the manufacturer, *****, is one that has been in business many years and has a good reputation.  ****** uses this door throughout the country and so do we.  There are different grades of the door which every customer sees from the literature and our explanations.  The life of springs on a garage door depends on how many cycles (ups and downs) a door gets.  The standard in the industry is about 8-10,000 cycles.  Since the garage door becomes the main entrance to the house for most families, the springs normally last between 4-7 years.

  The warranty on the springs from the manufacturer is 2 years on this model.  Some models have longer warranties and some shorter.  The manufacturer does not provide a labor warranty, but we give a one year labor warranty.

  The springs on this door lasted 4 1/2 years.  If we replace the springs, we would use higher cycle springs--approximately 20,000 cycles.

  The springs on your old door may have been a higher cycle but almost certainly broke at least once and maybe twice if the door got the same amount of use.