Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:11/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have reached out to customer service to get assistance on reconnecting my device to a new network configuration as I purchased a new router. In the past, when I needed assistance from customer service, I submitted a ticket and was able to get on the phone with a representative to walk me through any troubleshooting and resolve issues. In this instance, they are refusing to get on the phone with me and say it can only be done "via email". They keep sending me the same steps to which I complete over and over again with the same faulty result. This has been going for weeks now. I need to get this matter resolved with a technician on the phone asap. I have attached my communication with customer service. It includes some overlap and duplication because their system generates a new ticket # with each submission and then creates various chains

  Business Response

  Date: 11/21/2023

  Hello,
  
  As explained to the customer, we no longer offer phone support.  The customer is using a product that worked on a previous router / WiFi that is not connecting to the new WiFi so we know the lock is not defective.  We have offered steps to help and asked questions that are not answered by the customer.  In the end, we asked that they reach out directly to the WiFi provider as we suspect their new WiFi may not be compatible with the Gatelock.
  
  The steps once again are:
  
  Please perform the following steps to reconnect your Gate to your 2.4 GHz WiFi network (please disable and 5.0 GHz temporarily for the installation):
  
  - Disconnect the battery from the Gate Lock by removing it from the back of the device.
  - Using a USB cable, recharge the battery for at least 30 minutes.
  - Refresh the Wi-Fi connection for your mobile device by disabling and enabling the Wi-Fi connection under your phone's settings.
  - Restart the Gate app.
  - Open the Gate app and tap on the Settings tab.
  - Select Reconnect to/Change WiFi Network.
  - Tap Disconnect Lock and then Continue.
  - Please skip the step that asks you to put the Gate into Set-up Mode.
  - Ensure the battery remains disconnected from the device until otherwise stated.
  - Tap Connect to Wi-Fi.
  - Confirm your address and tap Continue or Save.
  - Now, put the Gate into Set-up **************** and hold down the 0 button while simultaneously attaching the battery pack.
  -  Continue holding the 0 button until the Keypad flashes red followed by solid white. The phone button will be solid green. This can take up to 10 seconds. 
  
  When prompted to connect to Wi-Fi in the app, please do the following: 
  
  - Open your phone Settings and select Wi-Fi.
  - Select the Gate-#####network from the list.
  - Once you are connected, you can now go back to the Gate app. 
  
  Once the steps above have been completed, please continue with the Gate app: 
  
  - Select your 2.4 GHz Wi-Fi network.
  - Reenter your Wi-Fi password and tap Continue.
  - Allow the Gate to finish Setting up (Waiting for confirmation)
  - Select Got It! to complete the Set-up.
  
  Lastly, you can verify that your Gate is connected by looking at the Keypad. When connected, the call or green phone button will be flashing. 
  
  If you have any further questions or continue experiencing issues after performing these steps, please reply directly to this email. I will be happy to continue assisting you. 

  Customer Answer

  Date: 11/26/2023

   
  Complaint: 20892215
  
  I am rejecting this response because:

  I have yet AGAIN followed these instructions to a T.  The 2.4 and 5ghz are separate with separate passwords and the 5ghz is not on.

  I NEED someone to walk me through this. I absolutely believe this is their device having the issue and not the network. 

  See attached photos. Going through the steps I still ran into issues, and interestingly enough, there is a QR code on the back of the unit that references wi-fi setup yet when I goto the link, it's bogus!  see that error message.

  just so you know, when I get to the step where I have to put the battery back on, the entire unit glows blue. It gets so far as saying it's connected but it will not open or close as it's stuck on blue. It never turns red then white, this means it's something in the unit. You can also see that even if I have the door closed and the lock manually turned to the locked position the unit, even when supposedly paired, says it's unlocked!

  the unit is clearly not working properly. 

  someone needs to call me to assist. 

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

  Business Response

  Date: 11/28/2023

  The customer wants us to call which we do not offer.
  
  There are no more steps to offer the customer.  If the steps provided are not working, there are two options.  Option one is that the lock is not compatible with the new router as it must be 2.4Ghz only to set up.  If you have a dual band router, the 5GHz MUST be shut off by the customer to set up the lock and can then be turned back on.  We would not offer steps on this as the customer must contact the internet provider.  The other option is that the lock is no longer working and something broke.  Gate offers a 1 year warranty which is well past on this customer.