Mark D.

One of the worst companies I have dealt with in my 55 years. Poor response, from tech support all the way up to management. I have been without a gate opener for 8 weeks now. It took forever to get a call back from tech support, and when I id the guy was helpful with suggestions, and gave me a direct phone number to reach him back if needed, I needed, and 7 calls and three messages later (over a 10 day span) I never heard back from him, and had to start over with another tech. Of course, I had the same result when I tried to reach him back after truing his suggestions. In frustration, and l knowing it would be weeks longer if I continued down this path, I spent the money on a brand updated arm. I ordered a new arm, then a new board on my own. I received an arm with no power whip or cord. Nowhere on the site does it say that the cord is separate, nor is it even listed as an available part anywhere on the site. To be sure, I reviewed the listed contents of a full opener kit, but it is not listed as an item included in the long list of included parts included in the kit, so… I called my assigned sales rep and left two voicemails and finally heard back from her 10 days later (after removing the hardwired (soldered in) one from my old opener. The problem persisted so I ordered a new control board. The control board I ordered was of course, incorrect. This time I responded by email (different rep) and finally heard back late the next day with a request for photos of what I received. I sent them immediately and a day later, nothing. I called that morning to speak to the operations manager to try and get this handled before Christmas and he was evidently in a meeting that spanned the entire work day, and now evidently into half of the next day. The lack of customer care evidently permeates the entire company all the way through management. What a joke this company is. This is not a new thing or something that can be blamed on Covid as I had the same issues 10 years ago when I bought my initial opener, 7 years ago when it broke down, and 2 years ago when I had to replace my board. The only positive about this company is their prompt shipping. All the "assigned support representative" BS is just that. They get tour money, ship your order and then firewall themselves off from the customer. Sorry, sorry, sorry.