WAYNE DALTON OF SYRACUSE

I purchased, and self-installed, a new LiftMaster 8365 operator for my home from WD-Syracuse in July 2024. I found Thomas, in their office, knowledgeable and easy to work with. In December 2024 the opener suddenly stopped working and Thomas scheduled their experienced service tech (14 yrs), Jason, who arrived at my home the next morning and traced down and fixed the problem. He tested the circuit board, which was OK. But it turns out the black electrical wire within the unit's housing had come loose, which prevented electrical power from getting to the motor. I am very happy with the service call from the folks at WD-Syracuse.

Jason came today and fixed my garage door. We were so happy because I call this a.m. He was very nice and neat. I highly recommend this company.

Jason showed up and completed the garage door repair (replaced broken spring) promptly and professionally. This is the second time we've used the company (1st time was in 2013) and were pleased with the workmanship in both instances.

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.

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.