Complaints

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.

• Initial Complaint

  Date:03/07/2025

  Type:Customer Service 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.

  I purchased three garage doors from Wayne Dalton through ******* They were supposed to have high lift tracks and they came damaged with two damage panels.**** says they’re getting the runaround by Wayne Dalton about getting the problem resolved. It’s been months now. I don’t really want to have to bring these doors back after two months for them to be manufactured in another two weeks to be delivered. Somebody needs to figure out what’s going on before I go through these in the parking lot at ****** and get my money back what a disgraceful we’re doing business Wayne Dalton Talk about holding up a delaying a project

  Business Response

  Date: 03/10/2025

  Good Afternoon. Our team has contacted the customer and is assisting with correcting the problem. The door configured is correct to the order submitted through the store. The customer wanted high lift doors but that was unfortunately not on their order from *****. The customer advised they will be returning the doors to their ***** store location tomorrow. A team member advised the customer how to return the received doors and correct the order with ***** for the high lift doors they're wanting. The proquote information has been provided so that it's done correctly. She advised that the customer was told previous to today by Wayne Dalton how to correct the order at their ***** store, but the ***** rep was unaware what the high lift door was. However, after the call with our team today, the customer should have the detail needed to correct their order. A direct phone contact has been provided to the customer if needed while at their ***** store tomorrow.

• Initial Complaint

  Date:12/28/2024

  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.

  I have a Wayne dalton garage door which contain a damage panel which was replaced approximately six months after installation. It is now about 8 months later and my whole garage door, all panels have developed the condition that was exhibited during my original warranty repair, the panels are buckling in the center. Wayne dalton doesn’t even answer my calls or return my voice mails. They’re anxious to take your money, not so much to warranty their product.

  Business Response

  Date: 01/21/2025

  There is not much detail here to be able to evaluate the claim.   Wayne Dalton doors can be purchased from many independent businesses and we would need to know where this purchase was made in order to help facilitate the issue.

   

  Customer Answer

  Date: 01/29/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  Regards,
  
  ****** *********

  Customer Answer

  Date: 02/05/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Regards,
  
  ****** *********

  Customer Answer

  Date: 02/07/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  

  My garage door was supplied by Wayne Dalton through their licensed dealer and installer by the name

  Of, 

  ******** services group / builder services group. Installed May 2023

  
  

  Upon my conversation with my builder they informed me that their warranty had expired.

  The installer (dealer) refused to stand behind the product.

  
  

  It is my argument that door itself is defective from the factory, because The builder replaced the bottom panel under warranty approximately a month after my purchase, however the remaining panels now exhibit the same defect that the first panel originally did.

  
  

  I live in a fairly new subdivision which contains about 300 houses, and mine is the only one that exhibits this problem, consequently, I believe that the problem is directly related to a factory defect.

  
  

  With respect,

  Thank you

  *** *********  ** *** *** ****

   

   

   

  Business Response

  Date: 02/11/2025

  *** ********* contacted the dealer, ********* approximately 6 months after the warranty expired and indicated the door was buckled and kinked in the center.  The dealer stopped by for an evaluation in case it was a safety issue and determined that it had been pushed in by something forceful with the most likely cause being a vehicle.  

  At the time the installation was complete there were no issues and was accepted at the time of closing.

  The timeline of events: The original install date was March 7, 2023, bottom panel was damaged by another trade and was replaced on May 10, 2023.  *** ********* paid to have the torquemaster spring replaced with a torsion spring so he could install his own operator.  There were no reports of any issues until this complaint.

   

  Customer Answer

  Date: 02/11/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  ******** ******* ** *** *** *** *** ********* **** **** ************
  
  Regards,

  ******
  
  

• Initial Complaint

  Date:12/06/2024

  Type:Delivery 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.

  Customer #/Order #******** the garage door was ordered in the end of October, with an original delivery date of 12/02/2024.The installation from the vender was supposed to take place around the second week of December. I went to check with the vender on the status of the installation date, they looked up the shipping and stated that a new shipping date would not happen until the @nd of January 2025.This is a delay of 1 month and putting us into January/February installation in Alaska. This delay is unacceptable and need to know the reason for such a delay, with a possible rebate to help defer any cost that the delay may cause, such as the renting of a salamander heater to keep the water heater and well pressure ball warm during the installation.

  Business Response

  Date: 12/11/2024

  This order is for one of our legacy products that has now been discontinued.    These legacy products carry an extended lead time.

  The order was placed by a distributor in Alaska to our Portland, Oregon facility; they in turn had to order it from the manufacturing plant in Ohio.  We have on record that our customer service team in Portland had notified the distributor of the timeline for this order.     

  The product should be completed early next week and will then ship to Portland, OR.   The transit time from Ohio to Oregon and then from Oregon to Alaska along with the upcoming Christmas holiday is the reason the ship date is estimated to take place in January.

  We certainly understand the concern for the delay but these are the reasons for it.

   

   

   

  Customer Answer

  Date: 12/20/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  In this day and age of communication,that is the last thing(the communication)that people recieve any more.As a consumer if i purchase a product,and am told it will be available by a certian time,that us what is expected.if the product is to be delayed,should not theproducer/company of origin inform the consumer and not make the consumer bitch and complain,when said product is late and excuses are offered and blame is put on theconsumer for the producers tardyness.

  This is not just ***** ******.this has become epidemic across the U.S. corporate world
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ***** ******

• Initial Complaint

  Date:07/11/2024

  Type:Customer Service 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.

  I had purchased a garage door from ***** and it was a wayne dalton, I started to install the doors I found that the hardware was not correct. I had contacted ***** and they said I had to contact Wayne Dalton. I called wayne Dalton and they told me I had to email in and file an incident. I did email and start the incident on 5/31/2024 with an incident number *************. I sent pictures as asked and the representative was very unknowledgeable about the door and could give me very little help. After countless emails I finally settled on what may or may not be the correct parts. The they asked for a PO from *****, I spent 2 hours at the ***** and they could not provide me a PO but they printed everything they had on it and I sent them in an email on 6/25/2024 sense that date I have not had any new emails form this company. I sent another email on 6/29/2024 stating that if they could not figure it out that I would just pay for the missing parts and I still have not got any response and I have sent 2 more emails requesting an update. I then started a new case on 7/9/2024 Incident number ************* I did not get a response, I sent another today 7/10/2024 stating that I am going to pursue other options because this needs to be resolved. This is why I am here hoping BBB can assist me in a resolution as the company is apparently ignoring me at this point. I can supply all the emails if requested.

  Business Response

  Date: 07/11/2024

  I am forwarding this complaint to the division of our company that handles the ***** account.  His name is Tim M******.  His email address is ********************************

• Initial Complaint

  Date:02/23/2024

  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.

  I bought a pair of garage doors from a dealer called ***** back in 2008 (see documentation). Recently one of the doors ripped apart at the top making the door unusable (see picture). According to Wayne Daltons Limited Lifetime Warranty (see highlight) the doors should be covered. After speaking with them, and sending a bunch of pictures they determined that the fault was in the installation by their certified dealer at the time. A strut should have been placed on the door when they added the door opener. That company since has changed ownership and even though they kept the name, *****, they told us they are not responsible for any warranties on product that was installed under the previous ownership. So that leaves Wayne Dalton as the responsible party for their product and their certified dealer at that time. We paid to have this professionally installed as we know nothing about installing garage doors. We should not be responsible for faulty installation by a dealer of Wayne Dalton. Because of this, I feel they should stand by their product, and dealer (at that time), and especially their claimed warranty and replace the top portion of my garage door.

  Business Response

  Date: 02/23/2024

  We spoke with the ***** company and they will get this section replaced through their company.  They have already spoken with the homeowner. 

  Customer Answer

  Date: 02/23/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Yes, ***** did contact us offering us to replace both our window sections with plain, solid garage door sections.  We still have to pay $414.00 for materials that should've been under full warranty with Wayne Dalton.  ***** is doing this on their own, with no assistance from Wayne Dalton and although we appreciate ***** doing it we are still unsatisfied with Wayne Dalton because they have failed to make good on a warranty that they offered.  Not only am I paying more money for this, I am losing the curb appeal of the fancy windows that I paid extra for initially.  BBB may close this case but I am far from satisfied with Wayne Dalton's lack of action and I would like that to be noted on this case.
  
  Regards,
  
  ********* ********