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:01/09/2025

  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.

  Calls in early October resulting in argumentative representatives unwilling to help whatsoever.Denial of my claim based on my full description below.

• Initial Complaint

  Date:12/07/2024

  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 "Kryptonite New York LS Bike U-Lock, Heavy Duty Anti-Theft Security Bicycle Lock Sold Secure Gold, 16mm Long Shackle with Keys, Ultimate Security Lock for Bicycles E-Bikes Scooters,Black/Yellow" via Amazon on 5/23/2024 for $141.69. I registered for the Kryptonite anti-theft protection offer soon after purchasing the lock (Registration Confirmation Number : *************). Unfortunately, my bike was stolen via the thief cutting through the lock with an angle grinder on 10/31/2024. I submitted the official police report, CCTV screenshots of the bike thief cutting through the lock, original key number and other required information for the claim. However, I have heard nothing from Kryptonite despite following up multiple times via phone and online form submissions (one of the Kryptonite Zen Desk Ticket Numbers from a phone call = ******). My renter's insurance covered most of the cost of the bike; however, there was a $500 deductible. This is covered per the language in the Kryptonite anti-theft protection offer (attached).

  Customer Answer

  Date: 12/18/2024

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:08/25/2024

  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.

  2 issues: 1. Kryptonite advertises a "Key Safe Program" where they'll replace your bike key for free if lost -- which was a factor in my purchase decision. However, when attempting to utilize this program, I placed my order 6 weeks ago, and other than initial confirmation and form emails saying "Due to high volume, our processing times may be extended," I've received no update and certainly not my ******'s deceptive and disingenuous to advertise this program when the turnaround time is so slow as it make it useless. Most bike lock users will use the lock daily/weekly, so a delay like this means not having a lock or needing to purchase another lock until (if/when) the new key is delevered.2. Even worse, after this long delay, I decided to pay and *order* keys from Kryptonite, paying $22.05 for 2 new keys. Nowhere in the order process is the delay advertised. After making the order, I found an article burried in the *************** ("Keys are ordered, when will I get them?") noting that delay is ***** weeks for orders. They should either stop taking key orders, or advertise the extreme delay in the order process. The months-long delay is unacceptable given the nature of the product, and outside the bounds of what any customer would expect when making the order. Instead, they collect the money up front, and have customers.*** Requested remedies***:1. Deliver my original safe-key order, as requested/advertised 2. If (and only if) that's done, cancel and refund my order for replacement keys 3. Add visible disclaimers to all mentions of the Safe-Ley program, noting the extreme delay expected should you need a replacement keys.4. Add disclaimers to the key order flow, noting the extreme delay in processing time, before a user makes payment.5. Make operational changes to reduce the delay for replacement keys -- 4 months is really unacceptable to the point of uselessness for this program.

• Initial Complaint

  Date:04/18/2024

  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 Kryptonite U-Lock last July 2023 from a local retailer, which also features an Anti-Theft protection offer from Kryptonite themselves. I purchased that offer for $***** USD from Kryptonite on July 8, 2023.My Bike was stolen on December 25, 2023. I filed a claim against my protection offer on December 26, 2023. The terms of the protection program state: "Your claim will be reviewed and you will be contacted by our team within 30 business days. At that time, you will be notified whether your claim has been approved, denied, or whether we require additional information."Now, on April 18, 2024, nearly 4 whole months later (close to 120 days vs the 30 day response time in the terms of the protection offer) I have received 0 correspondence from Kryptonite to my claim. I have sent several (3) follow *** to Kryptonite and have been left completely in the dark.I am entitled to know if my claim is accepted or denied. They have breached the terms of their own protection plan by not responding to me. They should cover my stolen bike. If the results of the claim are that my claim was denied, then I should at least be refunded for the protection plan, as the lock is now broken (unusable) after the theft and the bike is gone (the protection plan, 5 years, is useless to me).This is unacceptable on the part of Kryptonite - their protection offer amounts to a scam. They took my money and have provided no value in return. The cost of the protection plan was $48.02 CAD (***** USD) at the time of purchase. It is supposed to cover my bike (Valued $949.99 CAD).The lock cost $89.59 after tax. That is a total of $137.61 CAD I have paid for 0 customer service. Would not recommend this product & associated protection service to anyone.

• Initial Complaint

  Date:02/09/2024

  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.

  Kryptonite Anti Theft Protection is a scam hiding in plain sight. My ebike was stolen while I was properly using their most expensive lock. I registered correctly for their Anti Theft Protection Program. I filed a police report. I have still not been refunded. This is going on 6 months, while they advertise only a 30 day waiting period. I am fed the same line from "*******" in ************* who conducts their phone line in the most disrespectful and deceitful manner. She has a "backlog". That is not a reasonable excuse. As anyone can see from multiple complaints Kryptonite is not conducting an honest business. Their ATPO program is false advertising and should be illegal. ******* scoffs at any customer complaints and does not take the job seriously. I am simply seeking my refund for my stolen bike as advertised by Kryptonite.

  Customer Answer

  Date: 02/20/2024

  I have not heard from the business in response to my complaint. Kryptonite continues to act unprofessionally and not honor my payment for their program. 

  Business Response

  Date: 03/07/2024

  We settled and paid his claim on February 26th,

• Initial Complaint

  Date:01/19/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  On October 26th 2023, I submitted a claim under the anti-theft protection program with Kryptonite, since my Kryptonite lock was cut and my bike was stolen. I had paid for the Kryptonite insurance. I never got a response from Kryptonite, despite my e-mail reminder to ******************************************* on December 6th and the separate web inquiry (Ticket ##******) via ****************************************** on December 30th. 3 months have now gone by without any response from Kryptonite. The theft of my bike meets all criterio stipulated under the insurance and I have all required elements like police report, broken lock, keys, etc. In theory, I am therefore owed over $2,358 (minus any deductibles).

  Business Response

  Date: 02/05/2024

  Our records indicate that you were paid through your Zelle Account on January 30th, ****.

  Customer Answer

  Date: 02/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:01/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 heavy duty Kryptonite bike lock on 1/28/23 with a "free replacement of keys if lost or stolen" warranty logo on the package. I registered the key number by mail to Kryptonite to validate this warranty on 2/6/23 as directed.All of my keys (and identity) were stolen with my purse on 8/10/23. On 8/16/23, I sent a copies of my purchase receipt and key registration requesting replacement.I called 3 times and only reached a live person once in Sept. 2023 who said the key production was backed up, but would get to it. I finally received 2 key copies on 11/2/23. The key copies were very crudely done and did not even fit in the lock. I took them to a local keymaster to see if they could be modified to work. He said they could not as they were inaccurately cut. On 11/6/12, I mailed the key copies and pictures of them highlighting the flaws in comparison with a picture of one of the original keys I took shortly after purchasing the lock back to Kryptonite Lock. In a letter enclosed, I requested that they either send me replacement keys that actually work or 3 or 4 blanks that I will take to the keymaster who can make copies that can be tested on the lock locally so that they will actually fit. Kryptonite key blanks are not available at retail key makers stores. I did not receive a response. On 1/3/2024, I called and left a voicemail msg. as directed by the auto answer requesting that they call me with a response and stating that I knew (from postal tracking) that they had received my letter and returned key copies with photos. I have not received a response to date either by mail or phone. I feel like this is a warranty for key replacement that is not offered in good faith. Please help me to at least get key blanks if Kryptonite can't make them properly. The lock is a fine heavy duty lock which I expressly bought after my old bike was stolen and I had to buy another bike. I want to continue to use this lock to protect the new bike.

  Business Response

  Date: 01/31/2024

  We are sorry for the inconvenience.  Our ******** is following up on your replacement order and we are hoping to be able to ship you the new keys by the end of this week.

   

  Thank you for your patience.

   

  Customer Answer

  Date: 02/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:12/11/2023

  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.

  To Whom it May ******** On Thursday, September 7th, my bike was stolen. It HAD been secured with a Kryptonite lock I previously registered with the Kryptonite, on July 23rd, 2022 (see attachment), in a secured bike storage room within my apartment building. As this qualified as a burglary, the police were involved. I filed a claim with Kryptonite on September 21st (see attachment), and was told I would hear back after the mandatory 30-day waiting period. Not having received any word from the company, I reached out via email on October 28th (see attachment). Still no reply. I then called them on November 1st, asking for an update. They could provide me with none. Instead they said, "we are backlogged on claims, we'll get to you when we get to you". I asked, "when will that be?" They said, "we did not know." I've done everything asked of me, including being MORE than patient. I want the money for my stolen bike that was allegedly safe from theft for having used a Kryptonite lock. I would be most appreciative for any help you can lend to deliver a swift and just resolution. Thank you, ***************************

  Customer Answer

  Date: 12/22/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  Date:11/24/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 lost one of my keys for my Kryptonite bike lock. Having enrolled in the key replacement program upon purchase, I went on the website to start the replacement process on August 19, 2023. I included all of the necessary information including the key serial number and got a confirmation email from Kryptonite (case #******). A month went by with no key, so I called and was told my order had not been sent out yet, that it would be sent out now and there would be delay due to high volume of requests. Another month goes by, still no replacement keys. I email again at end of October, and get a written response from Kryptonite saying the keys "will be mailed out by Tuesday of this week.". Another month has gone by and no replacement keys. I specifically purchased a Kryptonite lock for the replacement key feature (why else would I, given there are cheaper locks on the market that are as strong). It is clear no replacement key is coming, and thus Kryptonite's advertisement of same amounts to negligent and/or fraudulent misrepresentation. I am owed either the keys or a refund so that I can go buy another lock with a new set of keys.

  Customer Answer

  Date: 12/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************************************

• Initial Complaint

  Date:10/28/2023

  Type:Delivery Issues
  Status:

  ResolvedMore 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 lost one of my keys for my Kryptonite bike lock. Having enrolled in the key replacement program upon purchase, I went on the website to start the replacement process. I included all of the necessary information including the key serial number.I waited a month but I did not receive a response. So, I called, left a message as no one answered.and emailed attempting to ascertain the status of my order.I received an email response indicating that I would be receiving the keys but they were behind in processing.It has been another month since that contact and still no keys. So, 2 months since my initial order submission. I emailed again but have no received a response.

  Business Response

  Date: 10/30/2023

  We apologize for the delay.  There has been a backlog in key processing. We have printed the key order in our ******** and hopefully the keys will ship out soon.

   

  
  

  Customer Answer

  Date: 10/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************