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: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 have a series of emails with this company and have called them many times. I requested a refund and a means to return the improper item that was sent. They told me to keep the item (which was strange) and that they would refund my money to the card from which the transation was taken. It has been over a month and they have not refunded me. I was sent some bogus PDF with made-up information. MY BANK HAS NOT RECEIVED THE DEPOIST! IT'S BEEN ALMOST A MONTH!

  Business Response

  Date: 02/25/2025

  The customer requested to return order ID ********* and due to the cost of returning the item we have decided to issue a full refund without the return of the item we shipped.  Fully refund was issued as showed attached.  We purposely took screenshots to show the *** of the proof.  We emailed and spoke to the customer several times letting them know of the refund process which was completed on our end.  The customer may not know how to check their credit card statement to see the actual refund.  We have done everything needed in a rapid timely manner.  Please assist us explaining to the customer and removing this complaint.

  Customer Answer

  Date: 03/02/2025

   
  Complaint: 22986733
  
  I am rejecting this response because: I have not found this payment anywhere in my bank statement on the date that is claimed the funds were deposited or thereabouts.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 03/04/2025

  This complaint was automatically resolved with the customer.  We have refunded the order upon the return of the goods.  We have provided proof of refund on our end and the credit card merchant end.  We would like the BBB to inform the customer that they need to contact their credit card company to review their statement so they can locate the refund from KEYLESSACCESSLOCKS COM on their statement.

• Initial Complaint

  Date:07/13/2023

  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 purchased a keyless lock from KAL Door Hardware on 5-26-23, it arrived on 6-6-23. After careful review my door and their lock were not compatible.On 6-7-23 I filled out their request form for a return. It was approved on 6-12-23 and they received on 6/26/23. I heard nothing from KAL for weeks. On 7-12-23 I emailed them twice and opened a dispute with my credit card company, and they responded. They emailed on 7-13-23 saying they will not refund me because the products were not sent back in the original condition, all carton seals were broken, hardware was open, an item was not in its correct carton. Nothing was used or damaged, it was only opened. They sent pictures to support their claims. However, the pictures show the products were not used only opened. *** expects to receive products returned unopened. Yet their return policy states you should inspect product carefully, should you find that the product does not meet your expectations or satisfaction, contact us at once through our contact page and tell us your concerns, so we may make every effort to satisfy your purchase. There is no way to carefully inspect something and not open it. One can only carefully inspect by removing from cartons, breaking seals, and opening up all packages. *** is completely unacceptable and should not be able to get away with this. I paid $453.55 for a product I COULD NOT USE! This is not a small insignificant amount by any means. *** stated on their website that they offer returns, but once you fill out their return form, they have all kinds of new and undisclosed rules to receive a refund. Rules that consumers are not made aware of before submitting a payment. This company will charge a restocking fee of up to 45% of what was originally paid, COMPLETELY UNACCEPTABLE! My order was returned opened, after careful review, and is not eligible for a return. Consumers should RECONSIDER before doing business with this company. I am requesting a full refund of my money.

  Business Response

  Date: 07/13/2023

  Hello,

  B&H DEPOT LLC / KeylessAccessLocks.com stands behind our products and store policy (attached).  Our store policy which each customer agrees prior to completing their order states that they have 30 days to return the order.  We cannot accept items that were installed, programmed, and just throwen in the box.  While traveling back to our warehouse the items tumble in the box and damaged eachother.  The items arrived damaged with missing parts.  Our 4.7 ****** satisfied customer and almost **** positive reviews at *************** says it all.  We offered the customer to ship the goods back to them at our expense.  Please let us know if there is anything else we can provide to help resolve this case.

  Customer Answer

  Date: 07/17/2023

   
  Complaint: 20317844
  
  I am rejecting this response because: The claims made by KAL are completely fabricated! All products were returned unused and in their original packing. The screws were even placed back in their packages and taped up to prevent them from being lost. I need my full refund.  
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 07/17/2023

  The items sent back are clearly opened and show signs of installation.  The customer already filed a dispute with their credit card in which we have provided the same information we provided here and therefore we cannot provide any compensation since the customer's credit card already reversed the charges.  We are willing to provide partial refund if they close the credit card dispute.

  Customer Answer

  Date: 07/20/2023

   
  Complaint: 20317844
  
  I am rejecting this response because:
  
  Again nothing has been installed your claims are ********************. I need my full refund. 
  
  Sincerely,
  
  ***********************************

• Initial Complaint

  Date:10/20/2022

  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.

  This business rips you off. I never used their products and wanted to return it and so I sent it back. The item was over $200 and they only wanted to give me back $50 because it was missing a clear sticker that's not even part of the product. The product was in perfect shape, never used at all and they agreed, except for the sticker that could be replaced with $1. This is no excuse to have me keep the item, but I said to send it back because I wasn't going to purchase a sticker for over $150. Rude customer service.

  Business Response

  Date: 10/20/2022

  To Whom It May *********************** you will find our full conversation with the customer.  The item was sent to the customer brand new.  The customer has installed the product which uses adhesive pads that stick to the glass doors.  Once these adhesive pads are used the lock needs to be refurbished which is the reason we were not able to provide a refund towards the order.  We offered to send the used unit back to the customer in which we did.  At this point we have no obligation to refund this order as you can see the customer agreed to our return at no cost option of the used lock.