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Business Profile

Smart Home Security

Lockly

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Smart Home Security.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 10 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/27/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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 contacted Lockly regarding buying Lux Compact Mortrise lock and they sent me a measurement page I needed to fill out and then got back to me lock won't fit and that I needed to buy Lockly Mortise ********** and it will be compatible. I purchased the lock and all the professional locksmiths refused to install the lock as it wasn't compatible in measurement. I called Lockly and they said me only have recommendation for 4 deadbolt lock just go to ******************** and hang up. I finally found a locksmith I paid $700 to retrofit the door who also said this lock wasn't meant for your door and the companied upsold you on a lie. I'm attaching the photos the main mortise body is to slim and it is *********************************** the lock I had installed before American standard. Left huge holes on side door needed weatherseal due to gaps this installation created also lock needed to be attached to door due to gaps and to create space. The lock didn't work right of the bat as their was no schematic how to connect the wiring their were red dots that needed to be connected. The lock finally worked after reinstalling it again with red dots connected but the finger print sensor didn't work at all. I contact the company since September and have over **************************************************************************** it wasn't going to be a perfect fit just constant lying cannot fix their lock and keep putting the owns on me ( even thought don't even know their wiring how it suppose to be connected and had to recommendation for locksmith and worst of all upsold me on lock that wasn't compatible with my door). This company shouldn't be allowed to operate in *** they don't make quality product lie that their product works/ compatible when it doesn't and cannot fix their product or give a solution. Representative I was in Contact was ************************Link to video of fingerprint sensor not working https://www.dropbox.com/s/6nbqsvzm5k6y550/VID_20220908_170231.mp4?dl=0

    Business Response

    Date: 10/31/2022

    We sincerely apologize for this issue with your Lockly smart lock and any inconvenience it has caused you. Our Mortise locks are compatible with US and Euro/Asian style doors and our engineering team determined the Mortise Lux would be the best lock for your door. We are very sorry that the Mortise was not a good fit for your door. If the lock is not compatible with your door or you are not completely satisfied with your purchase, you can return the lock within 30 days of the purchase date. We are sorry to hear you are having other issues with the device. We at ********************** stand by our products and would like the chance to make this right. We have sent an email to you offering a replacement lock and to get the defective lock back to us for testing. If you would like to move forward, please respond to our email and we will be happy to get the replacement processed for you as soon as possible. Please also feel welcome to give us a call at ************, and we will be happy to further assist you.

    Customer Answer

    Date: 11/01/2022

     
    Complaint: 18320058

    I am rejecting this response because: You sold me the lock under false pretense and damage my new front door as the lock needed many holes to be drilled and the mortise is too small and not compatible with this door and that why the only locksmith who was willing to do it charged $700 for all the extra work and for it being not compatible all locksmith told me this. I called your company to suggest an installer and you said you had one but only for simple lock just call local locksmith and hung up. What you did is FRAUD you upsold me on product that knew wouldn't as I sent you the measurement of door causing damages to brand new metal front door and costing me $700 installation fee were finger printer doesn't work ( and that was the only reason for getting your lock and should went with **** which is American standard and reputable company unlike you) I will take this up with ********************* of ******** Affairs and Contractors ******************* and legally as well because you should be held accountable you caused enormous amount of damage by your lying and fraudulent selling and newer owned up to your product being faulty your representative was sending a replacement for 2 month already and newer sent one and I have had enough with your empty words
    Sincerely,

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

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