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Business Profile

Time Locks

August Smart Lock

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Time Locks.

Complaints

Customer Complaints Summary

  • 16 total complaints in the last 3 years.
  • 4 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:05/03/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 ordered an August Wi-Fi Smart Lock (Newest Model 4th ************* Google Assistant, Home Kit, SmartThings and ****** Compatible - Upgrade Your Deadbolt Matte Black in October 2020 for $244.91 on ******. I also purchased the August Home AK-R1 August Smart Keypad, Dark Gray for $49.99 in the same purchase. With tax the total was $314.44. I began emailing them around December 8, 2020 in order to get the Apple Home Kit functionality working. After being sent dozens of troubleshooting steps, a customer service *** informed me on December 16, 2020 that "In regards to HomeKit, there is a glitch that we having on our end." To this day, this glitch still has not been resolved, and this lock does not work with Home Kit. What's more is that the customer service knows that it does not work, but they will have you spend many hours doing troubleshooting steps while knowing that it doesn't work with Home Kit.

  • Initial Complaint

    Date:02/16/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    The company sells smart locks. When I purchased lock I would get a notice a few weeks before to replace the batteries as advertised. About a year ago the batteries just started to die without notice thus leaving us locked out of the house a few times. I called them and they sent me an adapter that changes the wifi to Bluetooth to use less battery. I used this adapter and still had no success. My batteries just die about every 2 weeks with no warning. I called them again and they said that the product is defective and I need to purchase a new one since the warranty expired 3 months ago. I tried to tell them that this issue was ongoing well more than 3 months ago as they could see in their system. However instead of replacing the product when it was still within warranty they waited until it was out to tell me it is defective. I find this a very unethical way to do business especially for something at the price they charge for it.

  • Initial Complaint

    Date:06/18/2024

    Type:Customer Service Issues
    Status:
    Unanswered
    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.
    See the attached .pdf file with the complete set of email exchanges between myself and the company's customer service representative

  • Initial Complaint

    Date:05/01/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased an August smart lock. The new Yale version. It does not have written that its not compatible with Apple. So I reached out to return the lock. They said they would take the return. But they want me to pay for the return label. I just got the lock today. They have no wheres written on there check out that if I return it I have to pay for it. I want them to cover the cost of returning there product that I am completely unhappy with.

  • Initial Complaint

    Date:03/28/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    For over 2 weeks now I have been attempting to receive assistance with a faulty lock by August smart locks with no success. I have provided a plethora of screenshots showing the guests at my rental entered the CORRECT door code (as evidenced by numerous push notifications I received on my phone, but they were not able to unlock the door with this CORRECT code. When checking the activity log on my phone app, it does say that they entered an invalid code. This suggests that this is an issue with the lock, NOT user error. At that time, I contacted ********************** and encountered nothing but unwillingness to address this issue. Everyone I have communicated with, appeared to be either completely clueless as they clearly responded without having familiarized themselves with the situation, repeatedly requested information that I had already provided numerous times, or proposed "solutions" that I had either already implemented and/or were not relevant to the presenting problem.

  • Initial Complaint

    Date:03/10/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    After paying for all the of their items, Camera doorbell, Bridge and Smart lock for over a couple of years, they suddenly blocked the app on our phones, so we are not able to access the locks nor the camera. They say the app only is available in North America. All my emails to them and all I get is "we are sorry, and "We understand".I sent at least 6 emails and that's all I get, with at the end of each email anything else we can help with.The last email I received below:Hello *****,Once again, thank you for reaching out to us.We appreciate the information that you gave us.Unfortunately, we do not have an update or a solution to be able to do the setup of the devices if you are outside ***************** and ******.We understand your inconvenience, and once again, we want to apologize for what we are causing.If you have any other issues or questions, let us know. We will be happy to help you.Have a nice day "Have a nice day!!!" I don't have a doorbell and had to remove the smart lock.

  • Initial Complaint

    Date:02/24/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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'm putting this at the beginning because I did not want you to have to read through my entire complaint to know that I unequivocally do not recommend August locks and I have been completely disappointed with the company, their customer service and product. I purchased two August locks with Wi-Fi and Bluetooth capability. Within a very short period of time we started to have connectivity issues with both locks. After Consulting with the customer service department they indicated that it was a faulty Bridge. I had to purchase this bridge due to the product being just outside of the one year warranty. Even after replacing it I continued to have connectivity problems. After multiple attempts with customer service they ultimately said it was my router. It was not! This is a hardware/ software problem with the product itself. To make a long story short, I have attempted dozens of times to reach am acceptable conclusion and at this point they no longer return any emails or phone calls. In my opinion this is a pretty pathetic way to deal with a customer. Shame on you ********************** lock. A full refund is the only acceptable restitution at this point.

  • Initial Complaint

    Date:05/15/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    My lock freezes up and it cant be opened either manually or using my phone. I have been in contact with the company and nobody seems able to rectify the problem. I have taken the lock apart and off the door then put it back together. It works for a while and suddenly it will not open manually or with the phone.

  • Initial Complaint

    Date:05/08/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 purchased 3 of the August Wifi smart lock 4th generation. It took me some time to use these locks as my house was under repair, so they were purchased in November 2021 but installed June 2022. Since installation the locks have been going through batteries very quickly, over and over again. Recently, I finally started to investigate and sure enough this is a known problem or defect with their locks. From what I've read online you need to turn off the built -in WiFi in order to get decent battery life. The only downside is that this then loses out on functionality unless you purchase their separate WiFi hub.I've done more research and plenty of people have received free hubs from August due to these issues. I messaged August, but they were not very helpful at all. It appears since I took too long to complain to them that I don't qualify for the hub that remedies their defective product. Instead they offered me a minor coupon. Frankly, this product should have a recall for the defective issues stated above. I'm definitely not the only person with this issue.They really should send a hub for each lock purchased. Not very customer service to a customer who purchased 3 of their products.

  • Initial Complaint

    Date:03/20/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Constant issues with device and company refuses any support. I called support and they actually told me I need to buy an apple product to use their smart lock as it is an issue with my android phone that I've used for past two years. I want a refund. I was told this device was an upgrade because it doesn't need a bridge but instead it constantly loses connection, eats expensive batteries every 6 weeks and now won't even complete wifi set up.

August Smart Lock is NOT a BBB Accredited Business.

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