Genie automatic doors or door openers

The reports, as CPSC published them

1. No one hurt

   Made Mar 16, 2016 · , sent to the company Apr 18, 2016 · , published by CPSC May 2, 2016

   The product, in the report: Garage opener Installed 1/1994

   Caller stated that her garage opener caught fire. She stated that her spouse had gone to the garage after her daughter had left out, he smelled something burning and then he noticed that the garage opener was in flames and pieces were falling off from the ceiling, the flames dissipated when it fell to the concrete floor. He immediately used a shovel to remove the burning parts and to unplug it. There is no estimate for any property damages at this time. The submitter noted her spouse put the flames out, but didn’t remove the parts (hand shovel was nearby).

   Caller feels that they experienced problems of recall#14-114. Hazard:The control board can overheat, posing a fire hazard.

   The manufacturer was not contacted as yet.

   Caller feels that the garage opener is a fire hazard and should be recalled.

   The submitter added [the incident] happened at 10pm - their bedtime, and they were extremely lucky her husband checked to see if their daughter shut the door and that the other doors were shut; otherwise, [their daughter] would have come home to dead parents and pets. The submitter also added they are thankful they didn’t lose their house, not to mention their lives, and she believes they were within seconds of losing both.

   Model

   12A

   Serial number

   B8QGR912

   Bought from

   Overhead doors, Texas

   Bought

   Jan 1, 1993, about then

   Where

   Mt pleasant, Texas: Unspecified

   Who was involved

   Unspecified

   The reporter’s relation to them

   Unspecified

   As this report names them

   Brand Genie, made or sold by THE GENIE COMPANY

   How badly, in CPSC’s words

   Incident, No Injury

2. No one hurt

   Made Oct 19, 2012 · , sent to the company Oct 31, 2012 · , published by CPSC Nov 15, 2012

   The product, in the report: Genie Excelerator automatic garage door opener model ISD995; 20044A.

   9/13/12 @ 1800 [redacted] used the remote key pad to lower the single car garage door. As he was walking away he heard the popping and breaking of glass. He turned and saw that the garage door was continuing to go down although it was no longer moving down. The door bent/buckled about center as if to fold itself in half. Three windows completely shattered, exposing sharp ragged edges. He was able to get the door to retract back up by crossing the light sensor beam. Glass was on the ground outside the door, inside the garage on the floor and covering our personal belongings. The Genie garage door opener located on the ceiling of the garage was broken as well. [REDACTED] called Easy lift door company at 916-922-7123; he left a voice message explaining that there was a problem with our door and that we would need someone to come look at it and do necessary repairs.

   [redacted] proceed to clean up the mess and secure the door. The glass was sharp and shattered. The glass was not tempered. He was able to pull out the pieces that remained in the small window frame. Disposed of the broken glass and screwed plywood to cover the open windows. The door was able to manually close.

   History of the garage door and opener: There was nothing blocking the garage door, hinges, brackets or opener. The door is the original door installed by Easy Lift Door Company via KB Homes in 2004. We took possession of the brand new house October 7, 2004. [redacted]installed a Genie Excelerator Model 15D995 ½ HP as per the instruction manual. [redacted] does not wear glasses and is competent to do such an installation. The Genie Excelerator was purchased by us from Lowes; unable to locate original receipt. Called Lowes they only have records 5 years back. We still have the original manuals.

   History of other problems: 8/6/2007 Easy Lift Door Company came out to R&R strut and style on 17x7 724 Door; service and adjust as needed. Repairs were called out because the door did not retract back when it hit an item. It continued to go down and bend in the middle. This door was also installed by Easy Lift Door Company and the same Genie Excelerator Model 15D995 ½ HP was installed by [redacted]. This event was not reported because I thought it was an isolated event.

   Also, several times our neighbor [redacted] has had trouble with his door falling of the track. We have helped get his door back on the track. I believe he had to get a service person out the last time it fell of the track.

   9/13/12 see incident above

   9/14/12 Easy lift door company returned our call. The scheduled a technician appt for Monday 9/17/12 between 1-4pm.

   9/14/12 I called [redacted], Investigator, CPSC b/c he was recently out for another claim. I asked him if I should report the garage door. He instructed me to do so by reporting the garage door opener as product one and that product 2 the door was damaged. He told me that it was fine that the garage door company was coming out to investigate the problem. He instructed me to get as much information from them as possible to include in my report.

   9/14/12 I called Genie at 1-800-354-3643. I provided my model number 15D995 and asked if there was any recalls on this item. I was told not on this model. I explained the above situation and I asked if there was a technician that could come out and figure out what happened. I stated that the product was going to be reported to the CPSC. I asked again if they had any similar complaints about this product, again I was told not on this model. My information was collected for a damage claim and that my call would be forwarded as a level 3. I should expect a call back either “tomorrow or Monday.” I provided both my home number and call phone number; I explained that it was ok to leave a msg, but please try both numbers.

   9/15/12 I received a message on my home phone. No calls to my cell. I was told to call Genie back on 1-800-354-3643 with access code [REDACTED]. I called this number as instructed and entered my access code. Unfortunately, I received a prompting that business hours were M-F & to please try my call again.

   9/17/12 I called Genie at 1-800-354-3643; entered access code [REDACTED]. Spoke with we can file a damage claim fill out paper and send it back proof of purchase, picture of damage. Send out Genie manufacturer defect coverage only. If there is any sign that it was something other than the unit like installation or the door the damage will not be covered. I was instructed that a genie authorized dealer must be the ones to come out first to assess the damage, but the garage company can come out after this authorized visit. The damage claim paperwork is being sent to our email. I should hear from a Genie authorized dealer within 24-48 hours.

   9/17/12 I called Easy Lift Door Company and canceled my appt for today. I said I would call and reschedule after the genie authorized dealer appt was made.

   9/17/12 I called KB Homes to confirm that yes Easy Lift Door company did install the doors in 2004 on our new home.

   Sept. 2012 [redacted] came out from Overhead Door Company of Sacramento, Inc. as authorized by Genie. He found that the force control only worked when set to an eight to quarter past low and it did not retract otherwise. When he tried other settings it would not retract. This force control setting was set at high prior to the malfunction of the unit. He stated that the Genie Excelerator operates too fast and has his technician disable to high speed by cutting the high speed wire. This is not the wire that controls the force setting. This is the general speed of the unit moving the door up and down. He also stated that the door will crush objects that are under it, but it is made to retract so the item does not become entrapped.

   Sept. 2012 Easy Lift door company came out. They assessed the door for replacement parts. Helped to straighten the damage.

   Oct. 19, 2012 Incident claim report has been filed with Genie via [redacted], Customer Service Group via email [REDACTED].

   We are now waiting for a response from the manufacturer.

   Model

   Genie Excelerator ISD995

   Serial number

   20044A

   Bought from

   Lowes, California

   Bought

   Nov 1, 2004

   Where

   Elk Grove, California: Home/Apartment/Condominium

   Who was involved

   Age 37, Male

   The reporter’s relation to them

   Self

   As this report names them

   Brand Genie Company, made or sold by THE GENIE COMPANY

   How badly, in CPSC’s words

   Incident, No Injury

CPSC’s disclaimer

Sources