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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:03/11/2023

    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 am trying to file a warranty claim for a smart lock that continually disconnects from Wifi and has had 5 battery replacements in the past 12 months since it keeps disconnecting which drains the batteries when it is searching for the connection again. I am still within my warranty period until next month.I reached out to them via email and completed their troubleshooting steps which did not resolve the issue.They now want to give me another piece of hardware that does not fix the Wifi issue, but connects to the device via bluetooth, so in essence not fixing the Wifi at all.I have asked for a return or repair multiple times and they keep saying that I am out of the return period. This is not a return.I just want a replacement or repair as is outlined in their warranty.

  • Initial Complaint

    Date:01/28/2023

    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.
    After my latest call with August tech support, I intended to file a BBB complaint. After reading the August grade of an "F" and poor response rate it is obvious the BBB is not effective. I continue to have intermittent connectivity with my two locks. I am hoping August will offer me replacements locks for free or greatly reduced prices. These locks are in vacation cabins and require 1.5 and 2 hours drives respectively. ****** confirmed I have called 19 times since I have purchased them (8/4/20, 8/27/20, 5/19/21, 7/17/21, 8/9/21, 11/30/21, 4/23/22, 6/16/22, 7/21/22, 7/23/22, 7/26/22, 11/21/22, 1/8/23, 1/25/23). Some days I called multiple times. Each of these days denotes a 3-4 hour round trip drive plus installation and troubleshooting time. I have spoken with many tech ********** locks are in close proximity to the bridge and router. They have dedicated 2.4GHZ signals. IT is obvious that this is a design flaw and I am hoping August will choose to do the right thing and upgrade my erratic models with something newer/more stable.

  • Initial Complaint

    Date:01/20/2023

    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.
    Terrible customer service, almost $1,000 later, the product doesnt work and the company told me there is nothing they can do Unacceptable

  • Initial Complaint

    Date:11/30/2022

    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 have two August Smart Locks (2nd generation) that I bought in 2019 and 2017. Both have worked until recently. Both are loosing their bluetooth connections shortly after a connection is established. I have uninstalled and re-installed both locks and then it work for a few days. Now they are connecting once when a soft reset (remove battery) is done. A few minutes later, the connection is again lost. I have reached out to customer service and they claim that both locks are faulty and need replacement. They offered my a 20% rebate to buy new locks which I declined. I explained that I had no interest in buying locks from a company that is so obviously not interested in fixing a problem in the first place. These locks work specifically with Apple HomeKit and I suspect, that there is a need for a firmware update for the locks that stabilizes the bluetooth connection.

  • Initial Complaint

    Date:08/13/2022

    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 August smart lock stopped working 2 years after I bought it after a software update. Upon calling, I dealt with a rude, unhelpful customer service rep named ****** who proceeded to put me on long periods of hold many times. Made me locate and send a receipt for my smart lock before he would reset the account so that I could use the smart lock, and finally disapproved the reset of my account stating that the lock was bought used when clearly it wasn't. I want access back to my account to be able to use of the product again that I had purchased 2 years ago.

August Smart Lock is NOT a BBB Accredited Business.

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