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:02/24/2025

  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.

  The transaction date was 09/2024. I paid approximately $40.00-$70.00 for a Honeywell WI-FI Electronic Deadbolt with a Touchscreen from *******. I wasn't able to install the lock right away as I was in the process of moving, managed to go to the hospital, and had to have my home cleaned up by my parents because it was just filthy after moving and going to the hospital. Needless to say, the receipt was trashed during the cleaning process. As I was going through recovery, I managed to install the lock (I need to automate or have a smart home system for emergencies), but it was defective in functionality. I contacted customer support, where ********* has outsourced its customer service to but the communication wasnt very effective. Time moved on without any genuine assistance, which I had given up. I contacted the representative again to resolve this, and they stated they have a new policy to replace the lock if I have the receipt. I told them ******* does not provide receipts because their updated systems can only go back 90 days. I let the representative know that when she replied with an AI response stating that ******* goes back 6 months. So, out of frustration, I went to ******* to get a copy of the receipt, and I was begging them to even try looking it up, but there was still no receipt. I ended up buying another lock. I sent the new receipt to the representative so I could at least get service, but the representative said I couldnt help because it was a new lock I purchased with cash. It is frustrating because I am dealing with policies from two companies that have since changed, and without a receipt but evidence ofan item, I cant be helped. The representative made me cutup the device and still didnt replace the device.

  Business Response

  Date: 02/28/2025

  Timeline and response to the complaint are in the following lines of text:

  12/10/2025 Mr. ****** reaches out ********* for assistance;Honeywell automation redirects consumer to Lewis Hyman Inc.
  12/26/2024 We received the initial complaint from ********* identifying connection issues with his electronic lock.
  12/31/2024 Mr. ****** advised agent that he will be disposing the lock.
  2/3/2025 Mr. ****** reaches out advising that the motor on the lock is not working and advises that he has stripped a s****
  2/3/2025 Agent response advising that the lock will need to be replaced. Mr. ****** is to provide the following information before proceeding and the control wire will need to be cut.
                 Name
                 Address
                 Model Number
                 Lot Number
                 Original Proof of Purchase
  2/3/2025 Mr. ****** replies providing partial information including a different model number and a photo of the control wire on the item that has been cut. Lot Number and Original Proof of Purchase were omitted.
  2/3/2025 Agent again requests Original Proof of Purchase.
  2/3/2025 Mr. ****** replies that he purchased the lock in August of 2024, and he does not have the receipt nor a way to retrieve it. ********* advised that ******* told him that they could not reprint receipts.
  2/3/2025 Agent provided the consumer with ******* website information that includes how a receipt can be retrieved for credit/debit card purchases.
  2/3/2025 Mr. ****** advised that he would go to ******* to get a copy of the receipt.
  2/19/2025 Mr. ****** submits a photo of a receipt for a Honeywell Electronic lock with a transaction date for 2/19/2025 and cash tender.
  2/19/2025 Agent advised consumer that there is a discrepancy of the date for the item he called about to the receipt date.
  2/19/2025 Consumer advises that he went to ******* to purchase the same lock to be able to provide a receipt.
  2/20/2025 Agent advises Mr. ****** We strive to provide the best service based on accurate information. However, there appears to be a discrepancy with the details you have provided and what we have verified. We kindly ask for clarity to ensure we can assist you effectively. Please let us know if there was a misunderstanding so we can work towards a resolution together.
  2/20/2025 Mr. ****** resends the receipt dated 2/19/2025
  2/20/2025 - Agent advises Mr. ****** that the warranty services are for the original electronic lock purchase, and he will need to submit the Original Proof of Purchase to proceed.
  2/20/2025 Mr. ****** acknowledges the agents reiteration of policy; indicates the agent was a delight to work with; advises he will file a claim with BBB.
  
  Manager response: Our products warranty states, Proof of purchase (original sales receipt) and ownership must accompany all warranty claims.
  The attachment to this response includes warranty policy.
  Mr. ****** has not provided sufficient information for the original inquiry to proceed with the warranty claim.
  As a one-time courtesy, we will replace the lock.