Marantec USA - Marantec America Corp
Refused refund and lied to cover their mistake. Failed to respond to BBB complaint

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.

Company: Marantec USA - Marantec America Corp
Country: USA
State: Illinois
City: Gurnee
Address: 5705 Centerpoint Court
Phone: 8474781500

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