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January 2024 by Autumn Lancette
Some of the worst customer service we have ever experienced. We ordered our garage door months ago. The shipment was delayed (that’s fine, we understand stuff happens). We went months without any communication and/or update from the company. We called to follow up and were notified our door arrived to the shop. When we asked to be put on the schedule, the representative we spoke to simply said “no, I’m not doing that right now.” They reached out about a week later with a date for the delivery and installation. The date comes, and nobody showed up. We weren’t notified of any changes or cancellation. When we called the company we were met with “I’m sorry, I don’t have any answers for you, but someone will reach out tomorrow.” Nobody reached out. When we called our specific sales representative today, he said “wasn’t that door installed weeks ago? I don’t know what’s going on, I’ll have to give you a call back.” We are still sitting here with zero information or clarity on the situation. Not to mention that every time we reach out to the company, we have to call numerous times before someone picks up. We are frustrated and worried. I hope the company can make this right for us.
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January 2024 by Matthew Disinger
Updated to 3 stars. Jason came out to troubleshoot and after a lot of trial and error, figured out that the top strut was warped, which was pushing on the door and creating the scraping and pushing out the weather stripping. Jason did a great job and the door is finally working properly.One of the actual door panels still doesn't sit right because of a manufacturing issue, so we're stuck with some small gaps on the sides. Nothing can be done about that apparently unless there's a way for WD to get a new panel from the manufacturer under a manufacturer warranty, if that exists. Otherwise it is what it is. Little disappointed in the manufacturer quality at the price we paid.I know a lot of people who swear by WD but this was a frustrating experience for us.*********************I am beyond fed up with this company. We ordered a garage door in July and it was installed in September. When it was installed, it had the wrong glass, so they had to re-order the glass. I also mentioned that there were gaps in panels and the door was making a banging noise when opening. I was told that they would fix the concerns when they did the glass and that there was a 1yr warranty on the install so not to worry. I heard nothing until I finally called 2 weeks later to find out what the status was. I was told it would be in the following week (first week of Oct).Then a week later I was called and told it was in, can they come the following Thursday. I agreed. After sitting around all morning on Thursday, I called and they said "no, it's Friday." I said OK. Later that afternoon, Tom calls me to tell me they don't have the glass after all.Finally, around Thanksgiving, they come to install the glass. Only problem is that it takes 2 people and they only sent 1. So I was outside in the cold for an hour helping hold things in place so the work could get done rather than reschedule again. One of the screws in a window pane was bent, so the tech noted it needed to be replaced on the work order. He also noted that there were still gaps in the panels. While he was there, he made some adjustments to the motor, but all this did was push the door against the frame beyond closing. When you watch it close from the inside, once it's down, the motor keeps pushing and bends the center rail. When you open it, the window frames are scraping the weather stripping and damaging it, along with the door being loud and bouncing when it opens.I didn't get a call back on the notes from the work order so I gave it a few weeks with it being the holidays. I called back on Jan 3rd to see if anyone had read the notes and when can they come out. I was called back by Wayne, the salesman, who agreed it was frustrating and said he would ask some questions and get back to me in a day or so. That was on Jan 4th. I have not heard back as of Jan 17th. I called again today and it went straight to voicemail, which seems to happen anytime I call now.As I'm typing this, Wayne called and said that Tom told him to call me. His first questions was "I'm assuming nobody came out to fix the door yet?" So apparently he's heading to the office right now and will talk to them in person when he gets there, and they'll be out in a few days to fix it. Given that it's been almost 6 months since we started this process, I don't have high hopes and will probably need to call again next week to find out what's going on. I'm guessing that will go to voicemail too.For the amount we spent on this new door, which has the highest insulation value that was available, and we paid extra for the "quiet package" of nylon sleeves and rollers, to have these problems/noises and a freezing cold garage and not be able to get a call back is ridiculous.All of my interactions with staff at Wayne Dalton have been pleasant, and I have been understanding and nice when speaking to the teams there. Apparently, being nice doesn't get you anywhere, and now I'm annoyed and angry.I will update the review IF they actua
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January 2024 by william carpenter
The guy that was there was lost didn't know where my panel was ,then when I got it to where I needed it it was 4 inches short width wise . When we called them we got " oh that happens sometimes . Really?? I would not recommend
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January 2024 by Locutus
Very inept / incompetent management. Purchased a high lift garage door package but requested a refund after waiting 16 weeks with no install date in sight. The salesman (Wayne Chilson) constantly gave me bad information and did not do what he said he was going to do. At one point in time the company actively avoided my calls. One day I phoned them 3 times trying to find out when my install would be scheduled. I was actually calling that day because it was one of the many times that the salesman said he would call me with an install date but never did. I went directly to voice mail all 3 times - which I found very odd given it was right in the middle of a normal work day. Right after the 3rd call, I called using my daughter's phone and they immediately picked up - they were obviously avoiding my number. The salesman was right there in the office and I was immediately transferred to the salesman. On one of the 3 calls where I went to voice mail, I left a message for a Sr. Manager to call me back. No manager ever called - I'm sure they just deleted my message instead of getting a manager involved. I actually went as far as to write the Sr. Manager (Jennifer Kuhn) a letter and sent it via US mail. I never heard back from Jennifer or anyone else at the company.Edit 12/29/2023:One of the reasons I sent a letter to the company was to see if this kind of unprofessional behavior is accepted practice at the company. Based on the response from the company, clearly it is. I know I made the right decision taking my business elsewhere.
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July 2023 by Mike Debottis
I am very impressed by Wayne-Dalton of Syracuse, particularly the ease of shopping for my garage door opener, the professionalism of the staff, the quality of their products, responsiveness to my installation requests and scheduling needs, and their efficient and neat installation. I just called the company, received by email their proposals with detailed product descriptions, sent back an email with my product selection, the requested photos of my garage door and existing door opener, and provided my address. I asked that the new system be installed in a manner that would not come into contact with kayak racks that are suspended from the ceiling, and to install at a time that accommodated my availability. I was very happy when they called me a few days after I placed my order to let me know they had open spot in their installation schedule, and could install that day. The installer was professional, friendly and went the extra mile to help me sync the HomeLink in my car to my new garage door opener. I chose the LiftMaster belt drive system with battery back up and security camera. Though it's a little more expensive than the basic set up, the upgrades are worth every penny!
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February 2023 by Jeff Williams
Great place. Mike came out to repair my operator, found issue and replaced photeyes. While he was there, he went over door and lubricated it as well. I will definitely be calling back next time I have an issue
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February 2023 by k J
This place is so unprofessional, has a lack of communication and I highly recommend you go someplace else to spend your money. First of all Wayne was our sales person he came out measured the garage door and gave us a price. We called him back and told him we would like to move forward with the installation and set up a appointment. Wayne informed us that their was a mistake on their part pertaining to the door we wanted to purchase being in stock so he offered us a replacement. We agreed to the offer and asked to schedule ASAP he gave us a appointment date & time and we thought we was all set. 2 weeks later I’m home waiting for Wayne Dalton to arrive on the date & time we agreed upon. after sitting around for 2/12 hours I decided to call the office just to confirm they was still on track for installation time. Tom who answers the phone tells me he has no record of a scheduled appointment for my address. I reply “That’s impossible we schedule with Wayne and he gave us a date/time” Tom basically said “Wayne was on a job and he could have him call us once he was able to reach him”. My husband happened to still have the number Wayne had given him so he called himself and Wayne tells my husband “he remembered everything the exact way we said and he was unsure why no one ever wrote down the appointment” I felt over the phone no one was trying to Rectify the mistake so I decided to drive over to the office and speak in person. Tom wasn’t rude to me But he wasn’t trying to be very helpful either at first. He came across like “ Oh well what do you want us to do” type of attitude. At first he tried to tell me Wayne told him “he never made a appointment he only spoke with us over a month ago and that was it. I told Tom someone is lying and someone dropped the ball and it needs to be made right. It’s a inconvenience to me and I’m sick of getting the run around” So I requested to contact Jennifer who is I was told the person who makes the final decisions. As I was standing outside to reach Jennifer A guy name Dave he normally installs commercial came to the door and offered to do the installation if I still wanted it done. Dave & Dave we’re the two guys who came to my home I and did a wonderful job. They were Polite and I appreciate the fact that they wanted to help rectify the problem since they had the time to help. Jennifer hasn’t reached back out since I left a message for her but I’m hoping after reading this she will reach out to me.
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February 2023 by Kalon Riehle
Jason from Wayne Dalton just repaired my 25 year old garage door. He replaced the cables, rollers, and track. He was polite, efficient, and did great work. And the price seemed fair. Thanks Jason!
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February 2023 by stephen lavoie
Very good, I purchased another door there a few years back, of course price has gone up considerably but I expected that. Unfortunately with everything going on now shipping is going to take a very long time. Not there fault it's just the way things are now.
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February 2022 by Ray Miller
Customer service was excellent. Called with urgent issue close to closing time on a Friday. Gentleman that assisted us was very helpful and even made arrangements for us to pick-up part on a Saturday when they were closed. Would highly recommend.
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February 2022 by Dan Waterman
Shocked at the price tag of $135 per 30 minutes to tell me the LED bulbs installed were causing RF interference. Efficient, but good Lord that’s excessive. I’m centrally located and didn’t have you here more than 5 minutes. Effective diagnosis, but I feel ripped off which will likely result in researching other options in the future.I work with doctors who save lives. Case and point, my son was saved by the very doctor I work for. They charge less money. Just saying.
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February 2022 by Bill Farley
I wrote a lengthy review which was not very good for this company. Shortly after posting it, it mysteriously was deleted.
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February 2022 by John Farruggio
I just had Jason repair the broken springs on my garage door. He was professional, courteous, and very knowledgeable. He answered all my questions and had the job done in an hour.ThanksJohn
