Roxanne Y.

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.