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:02/25/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a U-tec door lock 2 years ago through ****** for $199. The lock failed a few months back and jammed locking my family out of the house. We tried to reset the calibration through the app, but the app kept stating the lock was jammed. The events would show in the app / backend. It was a defect of the product. As a result, we had to have the fire department and then a locksmith come to take the lock off the door. I have been going back and forth with U-tec for months. I know for a fact competitors reimburse locksmith bills if the product is at fault. I requested: reimbursement for the locksmith, refund for my lock (even though I know it was 2 years ago, but it didn't run out of battery, it failed resulting in me being locked out, and a replacement product (which at this point I may turn to a competitor). They refuse the any reimbursement and will only offer a replacement. I did not ask for reimbursement for the door, which will cost us over $1K. I am trying to be civil and fair, but as a consumer, I would appreciate my damages covered. Thank you.

• Initial Complaint

  Date:01/14/2025

  Type:Delivery Issues
  Status:

  UnansweredMore 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 ordered a lock because they promised delivery in a week. When I ordered the lock I put the wrong address. I immediately contacted the company to change the address. They took the request but told me they were not sure they can change it. Contacted later and told address was changed. One week later the lock was still not shipped. Told them i wanted to cancel the order. Was told they will look into it. It had been at least a week at this point. As soon as I told them it was not longer needed I get a tracking number and they tell me it can not be returned. Three days later the item still has not been picked up by the carrier. It has been a month still no lock. I don't know if this is nefarious but the customer service is horrible and they use the excuse of layers of communication to ignore or postpone your requests. Just bad service

• Initial Complaint

  Date:11/22/2024

  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 purchased 2 UL1 combo locks from *****They were working until November 21 2024 Both locks seem to have had a firmware update because they both stopped working at the same time. I purchased them at different times. They both have the same exact problem. I contacted the company and they explained that the locks are now discontinued. I can definitely understand that behind an issue to replace my faulty locks that are still under warranty, but they are refusing to honor the value of the locks that cost $319 and instead are telling me the best they can do is offer me 35% discount that anyone can get because of the Black Friday sale. I will Not accept anything less that either a replacement (which is probably not possible since its discontinued) or a store credit for $638 the cost that I paid for the locks. They have a 18month warranty that I screenshot and added to my complaint

  Business Response

  Date: 12/03/2024

  Dear Customer, 
  
  
  This matter has been resolved by U-tec Group's tech support team.  If you have any further questions, we highly recommend you visit our support page at ***************** to find FAQs and helpful documents. It would be more efficient by clicking ******************************************************* submit a ticket using the email associated with your Ultraloq Products or Purchase Orders.
  Thank you for being our customer and we appreciate your business and continuous support. 
  Best Regards,
  U-tec Customer Service
  *************************

  Customer Answer

  Date: 12/08/2024

   
  Complaint: 22592549
  
  I am rejecting this response because:

  I have installed the new lock and the problem remains the same.

  This proves what I explained in my original complaint that they made a change in the firmware that is causing this problem. 
  please issue me a complete refund or fix the firmware issue and give me another 18month warranty because how am I to know that **** wont make changes in the future to make the lock spot working again. 
  

  
  
  Sincerely,
  
  ****** Gallon

• Initial Complaint

  Date:09/18/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 purchased 6 locks from them totaling $846 without tax. None of them worked at all. I gave them every opportunity to fix the problem until they finally admitted the product was faulty and agreed to refund. However once they finally agreed to the refund they stopped all contact and have not responded to me for over a month.

• Initial Complaint

  Date:04/21/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased a U-Tec Ultraloq system, which included a lock and a Wi-Fi Bridge. Right from the start, I faced significant problems. On March 20, 2024, the Bridge malfunctioned. Despite being sold together with the lock, the Bridge had a shorter warranty of 12 months compared to the lock's 18 months. This discrepancy in warranty periods for components that are functionally interdependent seemed intentionally misleading.After reporting the malfunction, U-Tec offered a 30% discount on a new Bridge instead of honoring the warranty. I replaced the Bridge, but the issue persisted, indicating a more complex problem. U-Tec then admitted that the actual fault was with the Interior Assembly 2.0/U-Bolt Pro and promised a warranty replacement within five days. A month later, the replacement part was still not delivered, and upon follow-up, I was informed it was out of stock.During this time, U-Tec continually asked me to leave a positive Amazon review, which was highly inappropriate and unethical given the unresolved issues. This practice appears to be a tactic to enhance their ratings while neglecting real customer satisfaction and support.U-Tec's handling of warranty claims and customer service has been disastrously poor, suggesting deceptive business practices that mislead customers about the reliability of their products and the integrity of their service.Furthermore, the malfunction of a critical home security device like a door lock not only caused inconvenience but also compromised the safety and security of my home, leaving my residence vulnerable and adding significant stress and urgency to resolve this issue.

• Initial Complaint

  Date:04/03/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Purchased a very expensive lock because it was the only one if it's kind. It didn't work from day 1. **************** was non responsive for 6 months then finally responded and for 4 months has been saying they will send new locks because they discontinued the locks I purchased because they didn't work. I still have no locks

• Initial Complaint

  Date:01/31/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchased an Ultraloq ****** Pro Wireless smart lock from U-Tec in July 2023, via Amazon. The unit came highly recommended by various sites across the internet. in the seven months since purchase I have had to replace the batteries four times, and the fingerprint feature only worked intermittently. This was annoying but manageable. Unfortunately I had an experience this week that I would not wish on anyone and I believe the company owes me for the stress and expense that their product failure has caused.I was locked out of my house for 6+ hours in 40 degree weather after the lock failed completely. Not only did the power to the unit fail (I had gotten a low battery notification less than 24 hours before), but the lock jammed in a weird position and as a result, neither of our backup keys engaged the cylinder to unlock, and the backup mini-USB also failed (we tried borrowing a powerbank from a neighbor). Ended up paying $240 for a locksmith to come drill through our patio door lock so we could get in to our senior pets. **************** has offered to replace the unit, however the exchange reflects the dystopian type of customer service I've become accustomed to with certain brands that market primarily on Amazon. The person or bot on the other end of the exchange failed to acknowledge the situation beyond "battery drain" and didn't even respond to the information I provided -- just "have a nice day we are sending a new unit." There doesn't appear to be an easy way to communicate with them beyond that.We are out $240 for the locksmith and I ended up taking an important work call from my car during this fiasco. I will never recommend this product to anyone. Our locksmith recommended we get a Schlage as a replacement.

• Initial Complaint

  Date:01/05/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  The bridge on an Ultraloq pro failed and the company offered me an insulting 30% off a new product instead of replacing. Locks are long-term products and reputable company should stand behind them. Also it's clear from reading the forums that the bridges are a huge issue and I noticed that they have been phased out on the newer products. The company should either replace the bridge or the lock, not offer an insulting 30% off (which is not even their margin) discount.

• Initial Complaint

  Date:06/06/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 purchased an Ultraloq digital front door lock in November. It has worked fine since then. Sunday night (June 4, 2023) I returned home from a neighbourhood walk with my daughter and dog and the lock inexplicably no longer worked. All online support from Ultraloq is during business hours only. I was forced to call an emergency locksmith. After 3 cold hours, and the locksmith having no choice but to destroy the lock we finally gained access to our home. Total cost was $913 for the service call. Monday morning all that Ultraloq has offered is to send me a replacement lock which is not a realistic solution considering I could never risk a similar situation occurring again. Their customer care folks (potentially AI or a chatbot) are not escalating my request for a refund on the lock or for the $913 service call. There is no other way to get in contact with someone from this company.

• Initial Complaint

  Date:04/13/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 Smart Lock, ULTRALOQ U-Bolt Pro, 6-in-1 Keyless Entry Door Lock with App, Fingerprint, Bluetooth and Keypad, ANSI Grade 1 Certified, Smart Door Lock, Smart Deadbolt, Front Door Lock listed as a brand new lock from them on March 08, 2023 and have started the process of a return due to many issues with said lock. My biggest problem is that they sold me a used/remanufactured lock but listed it as a brand new item!!! I have proof of such with the log from within the app that shows it was used on 01-05-2010 and 05-05-2010 too! this is outrageous and something needs to be done about it. i want to prevent these con-artist from doing this to anyone else. it is not right!