GateHouseSuppliesReviews 463

In trying to confirm what parts I needed to order for my garage door motor, I emailed customer service at Gatehouse with my model number and photos of the parts that needed replacement. They directed me to buy a specific part. It took 2 months for the part to arrive (due to lack of inventory) but when it came, it was the wrong shape and did not fit my garage door motor. I emailed them photos of the original part (again) and replacement, along with my original email chain where they told me what part to buy, and they then said that I should have ordered another part instead (which was incorrect - the part I ordered was correct, but for the wrong model). The reason the part did not fit was that it was for another model, not the one that I had emailed them. I told them their suggestion to buy another part made no sense since it's for a different model, but they just said, no I needed to order that part. After talking to them and finally making them see my point of view, they said it was my fault for not checking with tech support before ordering the part. I thought I did just that by the fact I emailed them my model number AND the photos. Not once did they say, oh, we don't know what you're talking about, call another tech support then call us back. Since they are the supplier for Linear garage door accessories, you'd expect them to know what parts go with which model number. And even after I pointed out the difference in shapes (square is not equal rectangle), they still insisted I buy another part from the wrong model number. I finally called another company and got the correct item within 5 business days. Gatehouse never once acknowledged that they gave me faulty information and when I said I should get refunded for their error, they still expected me to pay for shipping to return the item and would charge me a restocking fee. I had to pay for shipping for the wrong product the first time as well. It was not worth it for me to continue doing business with them or trying to get my money back.

Placed my order through Amazon on 17 Oct. On the 30th, still no board for my Liftmaster door opener, so I sent them an email asking if they had shipped it, and if not, when did they expect to ship it. They didn't answer my email, but on the 31st (today), I received a notification from Amazon that its been shipped. Two weeks to get a package out their door and on it's way, pretty dismal shipping speed... hope they send the right board.

To their credit, I hope, and according to their ad on Amazon, they do have the part I need at reasonable price. I'll update if there's good news at the end of this tunnel, 'till then, it's get out to open the garage door manually - - and it's supposed to rain tomorrow: c).

Bumper

Edit: They did finally send me the correct board and the opener is working fine. I'll see if I can update the review to 2 stars as I didn't get cheated - - just abysmally slow shipping and no explanation for the delay and no response to my email.

I placed an order just after 9:00 a.m. on Monday, February 3rd, 2014 for a LiftMaster 3800 circuit board. Being that we were in dire need of this part, I payed exorbitant charges for FedEx Priority Overnight shipping. This means that my package would arrive guaranteed by 10:30 a.m. the next morning. Once it became 11:00 a.m. with no package on my front porch, I called to inquire the status. David, the customer service rep I spoke with, informed me that the package is sitting wrapped up at their warehouse waiting to be picked up. I was flabbergasted. This is NOT priority overnight shipping! When asked how they would compensate for their screw up, I received nothing but stammers and stutters of how he does not have that authority. I said to go talk to those above you with authority, and please call me back rather than having me sit on hold once again. Hesitantly, he obliged.

Before I had a chance to receive a call back, I determined it best to simply cancel the order altogether. When I called back, he answered the phone and told me immediately that there is nothing he can do. I said, "great, I have a better solution. Let's just go ahead and cancel this order completely." He, once more, obliged...

Terrible customer service. Terrible employees clearly in the back operations/warehouse as well. I would recommend others to avoid this company altogether, and go with another, more reliable and customer service oriented competitor. Disgusted!