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Business Profile

Garage Doors

Wayne-Dalton Sales & Service
BBB accredited business seal
BBB Accredited BusinessB+Rated by BBB

Complaints

This profile includes complaints for Wayne-Dalton Sales & Service's headquarters and its corporate-owned locations. To view all corporate locations, see

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Wayne-Dalton Sales & Service has 23 locations, listed below.

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    Customer Complaints Summary

    • 30 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:09/23/2024

      Type:Delivery Issues
      Status:
      Answered
      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.
      I ordered 2 Wayne Dalton garage doors through Lowes on May 1, 2024. The doors were promised in 6 weeks but took 18 weeks to finally get to me. The 16'x8' door is missing the struts required for installation. This is after the delivery person declared that ALL parts were delivered. Based on this I have taken down my old garage door and I am now without a garage door. Also, the instructions cover MANY different door configuration with different parts, which makes it difficult to verify that the proper parts are included.I have requested the struts, but given Wayne Dalton's very poor responsiveness, I am submitting this complaint to try to get faster resolution. The ** is *********. The order number is *********.If the struts are more than a few days out, Wayne Dalton should pay their local company that handled the delivery to re-install my old garage door and then take it back down when the struts do arrive. Wayne Dalton did not provide an invoice with a listing of all parts required, shipped, and / or delivered.

      Business Response

      Date: 09/27/2024

      Dear Mr. ********************** you for bringing this to our attention. We apologize for the inconvenience caused by the missing struts in your recent order. We understand how important it is to receive all parts on time, and we are committed to making this right.

      We are happy to inform you that we will be delivering the struts today to ensure you have everything you need. Please feel free to reach out if you have any other questions or concerns. We value your business and appreciate your understanding as we work to resolve this issue quickly.

      Thank you again for your patience.

      Wayne Dalton Sales & Service of Colorado Springs

      Customer Answer

      Date: 09/27/2024

       
      Complaint: 22324405

      I am rejecting this response because:  Only 5 of the 6 missing U-struts were delivered to me.  I am still missing 1 U-strut, which was ordered this past Wednesday.  I have not heard any word as to when to expect this strut to finally be delivered. 

      Sincerely,

      **** ********

      Business Response

      Date: 10/25/2024

      We did need to take a second trip out to the customer and everything was resolved.

    • Initial Complaint

      Date:11/13/2023

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      We contacted ***** ****** to fix a broken garage door window. ***** ****** came out to measure the window and charged me $160 to measure on 10-23-23. After no contact from them for a couple days it took multiple calls for them to respond and tell us they did not want to do the job. I called to speak with a manager, no one returned. Horrible service and I feel scammed for the $160. I called another window company who came onsite measured at no costs and advised that would be able to fix easily within a week. Don't trust ***** ****** for support and honest work. They will spend 5 minutes measuring a window, take your $160 and never return.

      Business Response

      Date: 11/29/2023

      Thank you for bringing this to our attention. We sincerely apologize for any inconvenience you may have experienced. Rest assured, we will promptly reach out to you to address and resolve this issue.

    Wayne-Dalton Sales & Service is BBB Accredited.

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    This business has committed to upholding the BBB Standards for Trust.

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