- Report: #343011
Complaint Review: Marantec USA - Marantec America Corp. - Gurnee Illinois
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Marantec USA - Marantec America Corp.
5705 Centerpoint Court Gurnee, 60031 Illinois, U.S.A.
Phone:
847-478-1500
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Marantec USA - Marantec America Corp. Refused refund and lied to cover their mistake. Failed to respond to BBB complaint Gurnee Illinois
My wife and I moved into a home which had a Marantec garage door opener, but no remote control units. As I was leaving on an international business trip for two weeks, I wanted the safety and security of knowing my wife would be able to pull the car into the garage at night and then be able enter the house.
After explaining the situation to Marantec I was told that a universal remote control would not work and that I would need to order one of theirs that is programmed to my specific unit. They asked for, and I provided the unique number from the garage door opener.
My Order # 37068SF for a Marantec transmitter (80700) was shipped express to arrive 4/18 before I left for the business trip. They did not indicate that anything needed to be programmed.
The transmitter arrived with a single two-sided instruction sheet that basically said the transmitter came with batteries and was pre-programmed. The transmitter did not work.
The reason is that the transmitter needed to be programmed; something we did not know, receive instructions for before I left, or something my wife would be able to do.
Consequently, my wife was unable to use the transmitter until I returned two weeks later.
I requested a refund of the express charges due to the fact that I had paid for a ready-to-use transmitter to be expressed to me prior to leaving and that is not what I received. Marantec refused saying I had asked it to be shipped this way; that "they knew I had a transmitter already" (when in fact I did not, nor did I ever state that I did); and that I had received an instruction "book" with directions on how to program the transmitter.
I received a 2-page sheet, not a book. I never indicated I had a transmitter (why would I buy one then?) What I did tell them is that both of our cars have "HomeLink" which, when programmed with a transmitter, would allow us to open the garage doors with a button on our rear-view mirrors.
My wife did speak with them in my absence and received the instruction book. However, my wife would have had to climb a ladder and remove the cover of the garage door unit in order to program the transmitter. She has a debilitating fear of heights and can not even watch something on tv that shows heights, much less climb a ladder.
So even though they provided the solution after the fact, A. I didn't pay for a solution "after the fact"; and B. My wife could not act on it.
I responded with an e-mail to this point and have been ignored. I filed a claim with the Better Business Bureau which was closed out as unanswered and their public reliability report was changed to unsatisfactory.
A. nony mus
West Hills, California
U.S.A.
After explaining the situation to Marantec I was told that a universal remote control would not work and that I would need to order one of theirs that is programmed to my specific unit. They asked for, and I provided the unique number from the garage door opener.
My Order # 37068SF for a Marantec transmitter (80700) was shipped express to arrive 4/18 before I left for the business trip. They did not indicate that anything needed to be programmed.
The transmitter arrived with a single two-sided instruction sheet that basically said the transmitter came with batteries and was pre-programmed. The transmitter did not work.
The reason is that the transmitter needed to be programmed; something we did not know, receive instructions for before I left, or something my wife would be able to do.
Consequently, my wife was unable to use the transmitter until I returned two weeks later.
I requested a refund of the express charges due to the fact that I had paid for a ready-to-use transmitter to be expressed to me prior to leaving and that is not what I received. Marantec refused saying I had asked it to be shipped this way; that "they knew I had a transmitter already" (when in fact I did not, nor did I ever state that I did); and that I had received an instruction "book" with directions on how to program the transmitter.
I received a 2-page sheet, not a book. I never indicated I had a transmitter (why would I buy one then?) What I did tell them is that both of our cars have "HomeLink" which, when programmed with a transmitter, would allow us to open the garage doors with a button on our rear-view mirrors.
My wife did speak with them in my absence and received the instruction book. However, my wife would have had to climb a ladder and remove the cover of the garage door unit in order to program the transmitter. She has a debilitating fear of heights and can not even watch something on tv that shows heights, much less climb a ladder.
So even though they provided the solution after the fact, A. I didn't pay for a solution "after the fact"; and B. My wife could not act on it.
I responded with an e-mail to this point and have been ignored. I filed a claim with the Better Business Bureau which was closed out as unanswered and their public reliability report was changed to unsatisfactory.
A. nony mus
West Hills, California
U.S.A.
1 Updates & Rebuttals
Cliff
Lockhart,Texas,
U.S.A.
Not Marantec's fault
#2Consumer Suggestion
Tue, October 05, 2010
I'm going to have to defend Marantec America on this one. If it were that easy to buy a remote for a Marantec garage door opener (or any other brand) and just take it out of the package, push the button and open your garage door think how easy it would be to break into a house.
The remote for any brand of garage door opener likely has millions of code possibilities. It is necessary to push some buttons to program the remote for your garage door opener. This is the security built into any brand of garage door opener. All of them must be programmed for your opener.
It sounds like to me that the remote did arrive before Mr. A. nony mus arrived before he went out of town. This was his opportunity to test the remote before he went out of town. This was his mistake. This was his opportunity to use the 2-page sheet that came with the remote to program it for his opener - as will need to be done for any brand. Although Marantec openers are not as well known as some brands, they are extremely easy to program.
I know of the sheet that came with the remote and it covers two situations. Homeowners who have an existing remote and owners who do not. Whether Mr. A. nony mus had a remote or not new homeowners should always follow the procedure to clear out all remotes and start over - for security reasons. This is in case there are any remotes still out there.
It sounds like the Mr. was trying to save a few $ by not hiring a technician to do this for him or he did not attempt to program the remote before he left. This is on him. How much would he have really saved - $50.
How much is the safety of his wife really a concern of his. Did you know that most homes have another way to get into the house besides the garage door? No it's true! It's called a front door. Imagine this. The lady parks the car, walks inside and goes to the garage to push the button on the wall, and pulls the car in - then push the wall button again and close the door. Oh man that was tough.
Marantec did nothing wrong here. This is on Mr. A. nony mus
