ComplaintsforGate Depot

• Initial Complaint

  04/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a gate system from Gate Depot and the transformer was still under warranty when it failed. I was required to purchase a new transformer and send in the defective one back for inspection. When I removed the defective transformer, I noticed the part had been damaged when it was installed. The merchant is now saying it is not covered under warranty due to insects. This part is in a driveway gate opener and it is not possible to keep insects out.I have attached photos of the condition of the transformer when I removed it from the gate opener. This is the first time I ever removed the part so it was clearly damaged when the gate system was originally delivered.When I purchased I was told the product had a good warranty and on a minor warranty claim they are using a ridiculous excuse for not covering the part.

  Business response

  04/17/2024

  We do not issue the warranty on the product. All warranties are issued by the manufacturer. In this case customers power supply was infested with some type of animal, it is hard to tell exactly what they are, but appear to be small rodents or slugs, possibly a mix of both. Unfortunately this is considered an "act of god" and is therefore not covered under warranty as it is not a manufacturing defect which created the issue. I have no evidence that the ding in the outside casing of the power supply was not caused by the customer, and in any case it is not the cause of the failure. I have pasted the reply from the manufacturer (Platinum Access) below, and also attached the pictures the manufacturer emailed us of the infestation. Because we do not issue the warranty I am not able to change any decision Platinum Access has made. If customer would like to dispute the decision I would recommend contacting Platinum Access at ************. You can also email them ********************** The person who responded to me from Platinum Access was *************** and he can be contacted at ********************** That being said I would not expect them to change their mind. None of the manufacturers cover fried components when caused by animal infestation. I would suggest placing traps/poison in the operator housing to eliminate the pests. 
  
  Dear ****:
     Please see pictures for the PS-240 power supply that we have received. It looks the power supply is damaged by both human and God. Our tech show me there a few death animal inside of the power supply. So. Please tell your customer to buy a new one for replacement since it is not under our warranty policy. Please let me know if you have any question regarding this issue.
  Thanks
  Gene
  
  
  

  Customer response

  04/17/2024

   
  Complaint: 21583395
  
  I am rejecting this response because:

  The gate operator housing has plenty of access points for bugs to get inside and it is disingenuous to offer a warranty use as a sales aid that can be voided when (NOT IF) bugs get inside. GATE DEPOT lied to me when they sold this product as a quality product with a great warranty. It's not a quality product and the warranty is bogus. PLATINUM ACCESS & GATE DEPOT DO NOT STAND BEHIND THE PRODUCTS THEY SELL!!!

  Further more, When I replaced the transformer which was the first time I ever touched, it I found it was damaged so they clearly sold me a product that was damaged from the day it was delivered.

  
  Sincerely,
  
  *************************

  Business response

  04/19/2024

  There is nothing further we can do. The warranty does not cover animal infestation which is clearly what caused the failure. I can't comment on the superficial damage to the outside of the power supply as I have no way of proving how or when that damage occured. The system worked for multiple years until the animal infestation. 

• Initial Complaint

  03/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March 18,2024 I purchased a gate online from Gate Depot very late that night. The gate cost ******** and online they advertise free shipping. My credit card was charged $1095. Then I receive an email from ***************** on March 19, 2024 in the afternoon saying that I owe $1,725.25 for shipping I immediately call the company and ask to cancel the order. The phone operator asked if it was because of the shipping cost and I said yes. This person confirmed that my order would be canceled. I cannot believe that this is ok. To advertise free shipping and then write in an email that I owe money for the shipping cost??? unbelievable!

  Business response

  03/20/2024

  We do not offer free shipping. I'm not sure where that impression was obtained. I called ********* to try and find out over the phone where the issue was. She said she would check later tonight. I have quoted the checkout screen below and attached a screenshot of what our site says at checkout, we have done our best to be clear in our communication and would like to fix any potential errors on the site. 

  Below the shipping estimator it says:

  Standard Freight Method - We will contact you after order is placed with shipping charges for your approval prior to placing order.
  Freight Shipping $0.00 (I understand the $0.00 could be confusing, but we can't put an actual freight charge here, there is no way to calculate LTL freight online)

  At the Order Summary area it says:

  Subtotal$1,095.00

   Shipping (Standard Freight Method - We will contact you after order is placed with shipping charges for your approval prior to placing order. - Freight Shipping)$0.00

  Order Total$1,095.00

  I do wish we could offer free shipping, and I know the freight charges are very high. I wish I could change it. We do not have any control over the freight costs which have climbed significantly post covid and we do not make any profit on the freight, often we lose money on additional hidden fees that are billed after the fact. The freight issue has been a huge struggle for us over the past 2 and a half years. It hurts us and our customers.

  Please see attached screenshot of our checkout screen.

  Thank You

  *************************** (General Manager)

  ************

  *******************************

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