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:07/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore 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 own 8 Kwikset locks and I am unable to get customer service lines to pick up the phone. I have been on hold multiple times exceeding 30 minutes. The online instructions are not helpful. I would like someone to call me or I will have to replace all the locks. If I do it will not be Kwikset.

  Business Response

  Date: 07/26/2023

  Hello ***********************************,
  
  Thank you for your email, we understand that you need help resetting your SmartCode Zwave lockset and adding a new code. Please perform the following troubleshooting steps:
  
  1: Start with removing the battery pack. Please make sure to use the recommended Alkaline batteries only and not rechargeable or lithium. (Duracell, Rayovac, or Energizer)
  2: Press and HOLD the Program button while reinserting the battery pack.
  3: Continue to hold the Program button for 30 seconds, until the lock beeps and the status LED flashes red.
  4: Press the program button once more.
  5: When the status LED flashes green and you will hear one beep, the lock has been reset.
  6: Perform the handing process for the latch to extend and retract with the door in the open position.
  7: Add user codes to your lock.
  8: Test the lock with the keypad.
  
  *******************************************************************************************[514].pdf
  
  We hope this information was helpful, thank you for giving us the opportunity to be of service to you.
  
  If you have any further questions or concerns, you may add a comment to this case or contact our Technical Support Team at **************. Our support services are open from 7:00 AM - 4:00 PM PST Monday - Friday as well as from 6:30 AM - 2:30 PM on Saturday.
  
  Sincerely,
  Kwikset Support Team
  **************

  Customer Answer

  Date: 07/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  Date:07/08/2023

  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.

  kwikset offers a warranty on its door handle sets and i filed a claim. kwikset agreed to help me, because my front door handle does not work at all. that means i can't get in or out of my front door, which is a huge problem as well as a very serious safety concern! i submitted numerous photos to kwikset to verify the product and now they tell me it will be over a month for them to ship me a replacement handle. no one has time to wait for an important thing like a front door handle. i had to go buy a new kwikset handle at ********** for almost $100. i need kwikset to reimburse me for this replacement. i could not wait for a month or more. that's not reasonable and it's not safe for anyone to live in a home and not be able to exit their front door.

  Business Response

  Date: 07/11/2023

  Hello *********************************,  

  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new labor claim case 202307435239. A refund check will be mailed to you to cover the  New Lock. You can keep the lock mailed to you as part of your warranty. 
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  
  

  Customer Answer

  Date: 07/11/2023

  thank you but I havent received any type of tracking number or anything in the mail yet. 

  Business Response

  Date: 07/17/2023

  Hello  *********************************,  

  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new labor claim case 202307435239. A refund check will be mailed to you to cover the New Lock in the amount of $90.60, please allow 2- 3 weeks to receive check.   
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  Customer Answer

  Date: 07/20/2023

  hello, Im still waiting to receive the check or replacement and no tracking info has been provided.   

• Initial Complaint

  Date:07/07/2023

  Type:Product 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 bought the kwikset smart code 270 through amazon on May 7 2023, and last July 2, 2023 it started acting up after saying it was jammed, so I removed the battery reset it to factory default then when I tried putting a new user id it will try to lock the door but it will never stop locking and unlocking, and it never turn green so in able to stop malfunctioning I have to remove the battery. Since then, we have to manually lock and unlock it with the provided key which defeated the purpose of keyless entry. This is such a waste of money. I want a refund or a replacement and I have been contacting kwikset but theyre customer support has not get back to me yet.

  Business Response

  Date: 07/17/2023

  Hello ***************************,  

  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  We show on case 202307428836 a new lock was delivered on 7/13/2023 under warranty.
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  
  

• Initial Complaint

  Date:07/03/2023

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore 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 recently purchased a Kwikset lock set. After a week of use the dead bolt left us locked out of our Condo with no way in. The key no longer worked. I spoke with a Kwikset warranty representative immediately. The initially directed me to ******* videos that they have posted to help customers recover from this known product defect. The lock could not be recovered. Kwikset then agreed that they would cover up to $50 of the cost to have a locksmith drill out the lock, and cover the cost of a replacement lock. I've submitted pictures of the lock, original purchase receipt, and a receipt to drill out and replace the lock, warranty case number ************. It was very clear that the lock had been replaced after having been drilled out. What I've received from Kwikset is another lock which I have no use for, and no reimbursement for the cost of drilling out and replacing the lock. This was a completely inappropriate response from a company and warranty service team that obviously could care less about their customer. It's bad enough that their lock failed and had to be drilled out, but their warranty service response has been completely inappropriate and a waste of both our time and Kwikset's money to send another lock I obviously already replaced and have no use for. I cannot express to you how dissatisfied I am with Kwikset's product and customer service. I am requesting that ********************** cover $80 of the cost to drill out the failed lock + $30 for the replacement lock.

  Business Response

  Date: 07/05/2023

  Hello ***********************,  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new labor claim case 202307428251. A refund check will be mailed to you to cover the additional Lock ***** Service Call/ New Lock Bill for $60.00. You can keep the lock mailed to you as part of your warranty.  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  Customer Answer

  Date: 07/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************
  
   
  

• Initial Complaint

  Date:06/26/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  (1) My family left the house on 06/14 at 5:30 PM to travel out of town for approximately 1 week.(2) I locked the door via the touch screen; this is the same procedure I have followed for two months every time I closed the door without a key.(3) On the way to the airport, I received a notification on my phone that the lock was jammed (screenshot attached).(4) That night, our neighbors checked in our behalf that the door was effectively locked. The lock had 50% of battery left. For context, the initial 50% of battery took about two months to be consumed. I expected the remaining battery to last longer than the duration of this week-long trip. (5) When I came back on 06/20 at around 7 PM, the battery in the lock was 0%, and it was not enough to operate the mechanism. Presumably, the jammed state caused the extra battery consumption. I got locked out.(6) I got locked out of the house after coming from the week-long trip. I had to call an emergency locksmith. We ended up breaking two deadbolds and a lever to be able to access the house. The locksmith and lock replacement charges were $486.We moved into the new house a few months ago, and we are struggling with all the extra expenses to set up the house. We could not have anticipated that 50% of the battery would be drained within a week, as 50% of the battery was consumed in about 2 months. When we contacted Kwikset to explain the situation and requested reimbursement for these extra unanticipated costs, they offered to send a replacement lock, which is a fraction of the cost for the expenses we incurred due to the defective product.

  Business Response

  Date: 06/28/2023

  Hello *************************,  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  

  Your new labor claim case 202306419705. A refund check will be mailed to you to cover the Lock ***** Service Call Bill for $350.00  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 

  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  
  

  Customer Answer

  Date: 06/28/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  Date:03/16/2023

  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 bought a kwikset front door set about a year ago. Smartkey, microban, ****** matte black. Finally got around to opening the package, and I'm missing the key the striker and latch and all the screws. I don't have the receipt can't remember which big box store I bought it from (the orange one or the blue). Called customer service and they hung up on me twice and the third time she got very defensive. I told her if they couldn't replace it I would buy the parts needed, Nope can't help you go back to the store. If you buy from them, I hope you get everything, because customer service is not very helpful. Payed almost $200 dollars....

  Business Response

  Date: 03/27/2023

  Hello ************;*******,  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new warranty order case 202303291913 for the parts needs for your lock.  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

• Initial Complaint

  Date:10/17/2022

  Type:Product 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 had a door that required a different type of latch than what came standard in the box. Page 1 of the installation guide said to call their customer service number if I had this style so they could send me the correct part. After providing the exact model number of this lock over the phone and explaining the part I needed, I was told it would take **** days to get it and only received an automated email confirmation that couldn't be responded to with no product information included. After waiting the full 10 days, they had sent the wrong part! I then emailed kwikset explaining I couldn't wait another 2 weeks for them to figure out what part I actually needed, so I had to buy it from Amazon. I got another canned response saying they **** at customer service and all they'll do is try again, but I'd have to wait another **** days to see if they could get it right on the second attempt. The fact they didn't even offer expedited shipping is ridiculous. I expect a full refund for the part I had to purchase online which was $26.95 and should be provided an additional discount on the lock I purchased for their terrible service if they would like me as a repeat customer.

  Business Response

  Date: 10/17/2022

  Hello *********************,  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new case for a labor claim refund is 202210066346.  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  **************  
  Kwikset Support Team 
  1-800-327-LOCK (5625)

  Customer Answer

  Date: 10/22/2022

  I still have not received the credit they promised me. Once that hits my bank account, I will accept the resolution.

• Initial Complaint

  Date:09/20/2022

  Type:Sales and Advertising 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 purchased two packs of the door k**** and deadbolts from the *********** I had contacted the manufacturer directly in complaint that the two keys in the separate packages open the same door k*** I asked that they help me resolve this issue. The guy told me to contact the ********** and insisted that it was a one key fits all type of deal. I believe that if the key comes in a separate package it should open only the **** and deadbolt it comes with. Its unsafe.

  Business Response

  Date: 09/22/2022

  Hello ***************************,  
  
  Thank you for your recent email describing the difficulties you are experiencing with your products. We apologize for the delay in response to your inquiry. 
  We are sorry for the trouble you are experiencing with your Kwikset units.  Based on the information you provided us, you are covered under the Lifetime warranty. 
  
  We will be sending you the updated replacement units 99910-035-991J 11P SMT CP K4, 4 quantity each under your product warranty and should arrive within 2-3 bus days once shipped.  Your order number is #************ 
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 

  Sincerely,  
  Kwikset Support Team 
  1-800-327-LOCK (5625)