Gates Innovations

Dont buy unless you want to be down a key fob for weeks with not a single update. My key was delivered to them about 2.5 weeks ago. The package had a delivery confirmation, with it being signed for. So I know it was received that day. I sent 4 emails within the first week asking for shipping updates being that I was supposed to receive a tracking number when the key went into service. The only email that was responded to was the one asking where I should ship my key. I understand that delays can happen. but it has most definitely not been handled in a professional way whatsoever. I'm still in the dark about my order or what's happening with the key. The turnaround is stated to be 2-6 days. Not 16 days. Glad I didn't pay for overnight turn around. Quite frustrating with no phone number to call and contact someone directly. I'd honestly just be happy with an update and an estimate of how much longer its going to be, will update review then. 6/30/23 I have received an update and yes there have been delays but there was a valid reason for all of the occurrences explained above. I appreciate the sincerity of the owners response and was offered a cancellation if wanted.
Jun 29th, 2023

It has been over a month now since I shipped out my key to Gates Innovations, and I still have not received a single update or email from them on the status of my key. (Typical turnaround is 2-6 business days from when they receive your key). The only email I received was the one telling me where to ship the key. Here is the timeline of my order: 5/24 - Ordered 5/31 - Shipped key 6/5 - Delivered to their shop 6/20 - Emailed them asking for an update, they sent an automated reply saying they are transitioning to a new shop space. (If I knew this, I wouldve waited to order until they were settled in to their new shop). 6/29 - Emailed again and received the same automated reply back. That key is my only key because my spare broke. I ordered one from Gates because my working key is cracked and I have heard great things about the company. I do not need my car or my key at the moment so I am not too mad, but when a company says 2-6 business days, it should not take 20. If it does take that long, I would at least like an update or an explanation as to why it is taking so long. This is the first review I have ever written about any company and its the last effort for me to get a response from Gates. I understand things get busy but when youre running a business and people are counting on you, you shouldnt leave them in the dark. All Im asking for is an update. I will update the review accordingly once I receive my new key in working order. This is the last thing I wanted to do but it is the only option at this point.
Jun 28th, 2023

Wish I could rate this better as they do offer awesome products in theory but if you have something go wrong like I did, you're going to wait weeks or even months for a responses and there is zero urgency or effort to get it resolved. I ordered the Digital Key Fob upgrade for my '13 BMW F30 and the key is listed to work for my car as well as the older E9x series. My car does have comfort access which the key is listed to work with just fine. When I received my key however, the comfort access would only work if the key was essentially touching the door handle and would have trouble working in my pocket even right up against the handle. The OEM key I had sent in functioned perfectly fine with comfort access even in a book-bag on my back. The actual keys functioned slightly better but still only worked within 10 or so feet from the car where the OEM fob would work from half a parking lot away. Last but definitely not least, the car wouldn't even recognize the key for push to start unless I pressed the start/stop key with the fob essentially. It wouldn't start if i had the key in my front pocket right under the start/stop button where the OEM key would be recognized even if I put said book-bag previously mentioned in the passenger seat. Obviously my key was not functioning as it should so I reached out to Gates to get some clarity on what I could try. I ultimately ended up waiting months for a response and was given a label to send the key back for George to take a look at. When I got the key back everything functioned about the same so I reached out again for more help. The same thing happened again with it taking an absurd amount of time to get a response. To sum this part up, I am now 10 months out from when I ordered the key, have sent it back 4 separate times, and Gates has had it for 3 months now without any solutions and I can't even get a response from them again. Ultimately I am the only one trying to do anything to solve this, have had nothing done to make this right for me, and still don't have any working answers. I have been without a spare key for 3 months because its been sitting at Gates, currently I have essentially paid $300 to have a $500 key fob rendered useless. This has been a wholly unacceptable experience and while I do love the idea behind the products and company, I unfortunately regret this purchase entirely and wouldn't recommend it to anyone.
May 20th, 2023

Top notch quality/workmanship. Customer service was also 9/10. George led the troubleshooting charge when we ran into an obstacle. We developed a plan of action in minutes. The keys look and feel OEM. Had both keys done and they surprised me with a BONUS, they threw a BMW Heritage pendant key chain in the box for free! Great touch guys! If you are hesitant rest assured that these guys know what they are doing!!!
Jan 3rd, 2023

Amazing work from George and the team at Gates Innovations, shipped my key overnight and works perfect, thanks for such a masterpiece update. Only suggestion would be quicker email response times. Thanks!
Dec 10th, 2022