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Business Profile

Locksmith

Schlage Lock Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Locksmith.

Complaints

Customer Complaints Summary

  • 9 total complaints in the last 3 years.
  • 3 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:03/17/2025

    Type:Product Issues
    Status:
    Resolved
    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 Attached documentam writing to formaLly demand reimbursement under your Limited Lifetime Warranty and
    Three-Year Electronics Warranty for a defective Sch[age smart lock that failed and
    resulted in my compLete inabiLity to enter my home. Due to SchLage’s failure to provide
    adequate product reLiabiLity and emergency customer support, I incurred substantial outof-pocket costs that I expect to be fulLy reimbursed.
    On Saturday, February 8,2025, at approximately 4:30 PM, I attempted to enter my thirdfloor condominium and found that my Schiage smart lock had completeLy faiLed. My
    SchLage app displayed a “jammed” error message, the keypad was unresponsive, and the
    physical key wouLd not turn, rendering the lock completely inoperable.
    I was Locked out of my home for over 30 minutes, during which I attempted every avaiLable
    means to regain entry. I then searched for SchLage’s customer support only to discover that
    your company offers no emergency assistance on weekends, Leaving me stranded without

    Business Response

    Date: 03/25/2025

    Good afternoon, 

    Please see attached email sent to customer on February 18, 2025. If there is further information that is required of us please let us know. This should satisfy *** ******** request. 



    •Feb 18 2:19 pm
    To: 
    *********** 
    Schlage Warranty, 
    **** ******* 
    **** ******* *** ****
    Show more
    Hello ***********
     
    We are pleased to inform you that your refund request has been approved for $573.90. You should hear from Citi Bank regarding the refund within the next 24-48 hours. You will need to reference ********** - please include the ***. 
     
    If you have any questions or need further assistance, please don't hesitate to reach out. We are happy to help!
     
    Have a safe day and thank you for choosing Schlage!
     
    *******
    Allegion Home Warranty Operations

    Customer Answer

    Date: 03/25/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me.




    Sincerely,



    **** ******

  • Initial Complaint

    Date:02/27/2025

    Type:Delivery Issues
    Status:
    Resolved
    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.
    Spoke with Kat Johnson, they was supposed to send out 5 locks .Only received 4 , I replied back to the email that was provided,someone replied , with 2 tracking numbers. But not with how many locks was sent out. I ask for someone to call me back 3 days ago and nothing.This is the ticket number *****

    Business Response

    Date: 03/11/2025

    Good afternoon, we have confirmed that another lock was delivered to you on March 7th at 4:21pm to the following address ***** ** **** **** Miami Fl 33169. The tracking number is ******************. 

     

    Customer Answer

    Date: 03/11/2025



    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,



    **** *******

  • Initial Complaint

    Date:07/17/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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 been trying now for over a month to have a replacement latch shipped to me do to a defective one. There is a lifetime warranty on their product. I have dealt with several representatives. I finally got one named Katie to agree to send me a new latch as they do not carry parts for mine. After waiting over a week with no reply I asked again if it had shipped. I then received an email from yet another representative saying they were not shipping it and he wanted me to send him pictures of the latch again after I have already supplied numerous pictures in previous emails. Clearly they are not wanting to honor the warranty and just hope I will go away if they stall enough. My case number is **********

    Business Response

    Date: 07/17/2024

    I tried to contact the customer to ask if this was a different latch that he was experiencing an issue with. According to our notes, we spoke to customer on June 11 and a replacement latch was shipped and delivered to him on June 20th. Is this a different lock that he is experiencing issues with?

    Please see tracking info attached. 

    Business Response

    Date: 07/31/2024

    This issue has been resolved with the customer. 

     

    Per case review, issue resolved by sending an **** *** *** ***. Per customer email 7/25/24 has another lock with latch issues. I will be
    reaching out to customer, to confirm same type/style of lock to send a
    replacement lock to resolve 2nd doors issue.  

    Customer Answer

    Date: 07/31/2024

     

    Better Business Bureau:



    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.




    Sincerely,


    **** *******

  • Initial Complaint

    Date:05/17/2024

    Type:Customer Service Issues
    Status:
    Answered
    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 locksets and 3 deadbolts app. 12 years ago. They have discolored horribly, even those that receive no sun exposure at all. I emailed Schlage 5/8. *** *. responded, asking several questions that I answered. I haven't heard back. I have a strong feeling they're trying to shrug this off.

    Business Response

    Date: 05/21/2024

    Good afternoon

    We have closed case number ********** yesterday. We have sent the customer 3 x FB50N V GEO 716 to the address **** ***** ****** Street, Orange, CA 92865. 

     

    Please let me know if you have any further questions. 

    Thank you

  • Initial Complaint

    Date:08/21/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 Schlage Encode Plus Wifi Smart Lock in January 2023. In July 2023, my husband attempted to install the lock at our new house. During this process, a set of electrical wires in the lock slipped in front of a hole where the lock is supposed to be drilled into place on the door. This severed the wires. The product is designed such that there is no way to see this happening during installation and no design features to keep the wires out of the way.

    I contacted Schlage customer service to ask about repair or replacement of this part. Their eventual response was "Unfortunately, the wire harness that was damaged is not a part we have available to replace or repair at this time. ...given the damage to the wire the lock itself would need to be replaced."

    I then responded on July 25, 2023 to ask how to file a claim against the 3-year limited electronics warranty, given that the design of the product made this issue impossible to avoid and repair is not an option. Schlage never responded to this message and has offered no other resolution.

    Business Response

    Date: 08/24/2023

    We were able to make contact with the customer and have set them up with a replacement. 

    Customer Answer

    Date: 08/24/2023

    [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 



    Complaint: ********



    I am rejecting this response because: It says the company "was able to contact" me, but I have not spoken with anybody since late July and do not have any record of such a contact. Can you please clarify how contact was thought to have been established? If you mean that you have already set up a replacement in response to the original customer service thread, can you please provide any tracking or processing details for that package? Thank you.



    Regards,



    ******* *****

    Business Response

    Date: 09/11/2023

    Hello, we have reached out to the customer and have confirmed that she has received her lock. Customer is good to go. 

  • Initial Complaint

    Date:07/10/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 that is not working. It is a warranty claim. I have tried to contact the business by email and phone. I have been on hold for 2 hours with no-one servicing the call. i have sent pictures by email and a phone link.
    This is ongoing they just don't pick up.
    This is ridiculous there at least should be an option to call back someone without taking up 2 hours of their time.
    I will try to contact them once again tomorrow and hopefully I will get through, but I can't wait any longer. I am hoping that BBB can get someone to contact me.

    Business Response

    Date: 07/12/2023

    We have spoken to the customer and processed her
    replacements on 7/10/23 under case *********** 

    Customer Answer

    Date: 07/12/2023

    [* ******* ****** ** ******** **** ***** ********* **** ********** ** *** ********** *********  ** *** ***** *** *** ****** ** ****** ******* ****

    ****** ******** *******

    * **** ******** *** ******** **** ** *** ******** ** ********* ** ********* ** ********* ***     find that this resolution is satisfactory to me.




    Regards,



    ***** ********

  • Initial Complaint

    Date:08/16/2022

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Contacted the warranty department about a defective lock. I put in a request to get a new lock shipped. It has been two months and Schlage will not give me an update, stating they are still waiting for the lock to be manufactured from the factory. This is not a special lock, my home has been unsecured for two months due to this. The hold time is at least 51 minutes before anyone will answer.

    Business Response

    Date: 08/17/2022

    Customer, Ms.****** was contacted today by a supervisor and was informed that they will be receiving their lock by 7pm this evening. The following is her case number and tracking number. 

    **********       ******************

Schlage Lock Company is NOT a BBB Accredited Business.

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