ComplaintsforWayne Dalton Corporation

• Initial Complaint

  02/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  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 response

  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,
  
  ********* ********

*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. ↩