I purchased a new Wayne Dalton garage door and I-Drive opener in October 2009 through Bill Jackson Roofing in Lorain, Ohio. In the 14 months between installation Oct. 12, 2009 and Dec. 2010, I had to call for repair on the opener three times, the last one being about 12/19/10. At that time it was determined the opener was inoperable due to a stripped gear. It took at least 3 phone calls and messages to contact Bill Jackson only to receive a voice mail telling me to contact the installer (Mike) directly, with no other explanation. I contacted Mike, (who I know through a friend). Even though he no longer worked with Bill Jackson Roofing, said he would try to resolve the issue, but his work schedule and the holidays would make things take longer. He contacted Carter Lumber, where he originally purchased the opener. I was told they confirmed it was indeed a warranty issue and a new opener would be ordered and in around Jan 3., due to holiday delays. Several phone calls to Mike and over a month later, the new opener was installed Jan, 29, 2011 by someone Mike sent out. However, he was unable to get the opener to program or function. He contacted Wayne Dalton customer service, got a recording and left a message. According to mike, additional calls were placed to customer service by him in the weeks following. As of this date there is still no resolution. In short, I have been without a functioning door opener since Dec. 19, in the heart of a very cold winter. Even with a holiday delay, I should have had a functioning door opener (with no cost to me) within 2 weeks at the most.
After filing complaints with the Better Business Bureau against both Bill Jackson and Wayne Dalton on 2/3/11, I have only heard from Mr. Jackson. He informed me that Mike was not an “employee” of his, but rather a partner who ran his own portion of the business and when they parted, Bill was not responsible for Mikes work. Wayne Dalton has not replied, and from what Mike has told me, he has been unable to get a satisfactory response or any assistance from the company.
After filing the complaints, I went online to research the opener and found a myriad of problems exist with this product. There are numerous unhappy customers, some who ended up so frustrated they went elsewhere and replaced the unit at their own cost. Some had to fight with the retail supplier of the opener to return it for a refund. Reading through all the reviews, it appears this product has some significant problems and should not even be on the market. Wayne Dalton should be compensating customers who have issues with this faulty product without any question.
I am at the point now where I do not even want this product in my home; I will not take the risk of more of the same problems down the road. I just want my money refunded for the unit which was originally $650 with installation. This will allow me to pay to replace it with a new one that functions correctly and ease some of my aggravation this past 2 months. As of Feb 16, I should have a new Genie opener installed and functional. I chose to return to Genie as I have several previous years of nothing but good experience with their product and service. This is costing over another $400 out of my pocket. So here I am, over $1000 later, with only 14 months of interrupted use with the Wayne Dalton product and nothing but frustration. That is way too much money to spend in such a short time for a garage door opener that is supposed to function correctly for years.
No one seems to want to take responsibility here, other than the original installer, Mike, who has tried unsuccessfully to resolve this from the fringes. I feel the ultimate responsibility lies with Wayne Dalton as the manufacturer of the product which was under their warranty. This is a very large and well known company, however when I went to their website for a customer service contact, it directs the consumer to contact their authorized dealer. I have tried to do that through a couple different routes, and have gotten nowhere. Their absence of customer service is completely unacceptable; I certainly will not be endorsing any of their products or services at any time again.
Can you assist this frustrated consumer in obtaining a refund of my original $650 investment please?
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