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:09/05/2023

  Type:Sales and Advertising 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 sent in a claim for Kryptonites anti-theft protection offer (****) on 3/20/23 when my lock was cut and my bike stolen. The **** I had signed up and paid for covered a bike up to a maximum value of $4000 (the bike stolen was worth $3200) and the claim was supposed to be resolved within 30 days. I provided all of the necessary information numerous times and have attempted to contact Kryptonite via email, their customer service number, and even instagram messages. The company is largely ignoring attempts at communication. It has been over 5 months with no resolution. I am attaching a picture of my initial claim submission.

  Customer Answer

  Date: 09/19/2023

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

  Business Response

  Date: 09/25/2023

  Your name is not under that Claim number.  We have no record of anything under your name and email address. Do you have a copy of your Registration Confirmation that you can attach?

  Thank you for your patience.

   

  Customer Answer

  Date: 09/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 
  The reason that you do not have my name (*** ******) associated with any theft tickets is because I was in the process of undergoing a name change when the bike theft occurred.This is something I have been trying to communicate to someone in claims for months. I am submitting the image of my claim Registration Confirmation again along with this message.

  The original information associated with the claim was: name-*****************************, Address-****************************************************************. email address- **************************

  I tried to contact customer service several times over the course of months, to be referred to claims so that I could update my information since I no longer live at the address listed, have access to that email, or use that name. However, the claim was submitted the day of the theft and is valid. Hopefully this clarification is enough to move the process forward. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

  Business Response

  Date: 09/26/2023

  Our ********** reached out to you last week with an offer. I am sorry for the confusion.

   

  Customer Answer

  Date: 09/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 

  I did not receive an offer from the claims department. My email is **************** and I have not been contacted by your claims department at that address. Please send all communication to the above email or through the BBB portal, otherwise I do not receive it. 
  

  Regards,

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***

   

   

• Initial Complaint

  Date:07/01/2023

  Type:Customer Service 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.

  When I purchased my lock I signed up for a replacement key program. I have requested a replacement key via the website but I have received no response in 20 days. I am attaching my auto response email from the company to confirm my request was submitted.

  Business Response

  Date: 07/03/2023

  Your Key Safe Order Packing List has been forwarded directly to the Key Dept.  Keys should ship out either by the end of this week or beginning of next. You are in our system under the email: ********************. We apologize for any delays due to the holiday this week.

   

  Customer Answer

  Date: 07/03/2023

  [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:05/30/2023

  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 had a terrible experience with a certain company, and I'm genuinely surprised they are still in business. It all started when I purchased a Kryptonite lock from my local bike shop. Unfortunately, my bike was stolen on December 5th, 2022, despite having purchased the anti-theft protection. Initially, I wasn't too worried because I believed the protection would cover my loss. I promptly filled out the required form and patiently waited for a response. Over the next four months, I repeatedly called their number seven times in an attempt to reach them, but no one ever answered. Feeling frustrated and desperate for answers, I decided to send them three emails on January 9th, January 31st, and March 23rd. Regrettably, I didn't receive a single response to any of my emails.Finally, on March 28th, 2023, after an extensive period of silence, I received an email from a claim specialist named ******. However, rather than addressing my concerns promptly, ****** asked me to provide all the information that I had already filled out in the online form. To my dismay, ******'s responses took an average of ***** business days, and as our exchange continued, her tone became increasingly defensive. I felt like my story was being discredited, and it seemed as though they were trying to avoid fulfilling the protection I had purchased. It was a deeply disheartening experience, as I felt verbally attacked.Despite investing significant time and effort into providing detailed breakdowns and communication timelines to help them understand the situation, the company showed a lack of understanding and failed to address my concerns effectively. In an attempt to find a resolution, I even offered to visit their office with all the necessary documentation. However, my request was completely ignored, and they asked for the same information all over again. I sent another email seeking an explanation for the partial refund they offered, but their response did not address my inquiry.

  Business Response

  Date: 05/31/2023

  I am sorry for your frustration. I have spoken to the Claims Team and they had emailed you earlier this month and not received a response.  I believe that they are resending this to you today.

  There were a few points that we required some clarification on.

  Thank you!

  Customer Answer

  Date: 06/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am updating you on the latest developments regarding the organization we contacted. We have emailed them but have not received any further response since then. However, ********* average email response time is ***** business days. 
  
  But since we have started the claim process with BBB, they have magically started to respond within days. I have a good feeling that after I submit this response, I will hear back from them within 24 hours. 
  
  Thank you for your patience and understanding. Please let me know if you have any further concerns or questions.

  From: ************************* <*********************>
  Date: May 31, 2023 at 20:02:21 EDT
  To: "******************************" <********************************************>
  Cc: "****************************" <**************************************>
  Subject: Re: Kryptonite Bike Theft claim
  
  Dear *****,
  
  I hope this message finds you well. I would like to discuss the attachment I sent earlier and kindly request your prompt attention to it. I believe there may have been a misunderstanding in my previous statement, and I would like to address it to ensure clarity. It is important to me that we have an open and constructive conversation focused on resolving the matter at hand rather than any assumptions or misinterpretations.
  
  
  
  The timeline I provided in our previous emails remains valid, and I firmly stand by it. Your organization's sluggishness in addressing my concerns and the countless other unresolved customer issues I've witnessed on online forums is utterly unacceptable. It seems the only reason you are now responding promptly is because the Better Business Bureau has intervened, and it is in your best interest to expedite the closure of this claim.
  
  While I understand your role includes scrutinizing claims to safeguard your organization's interests, I would like to emphasize that my intention is not to find faults but rather to seek a fair resolution. I believe in the integrity of your organization and trust that we can find a mutually agreeable solution.
  
  I also noticed that you have included your superior, *************************, from your parent company Allegion, in our communication. While I understand the intention behind it, I would like to emphasize that my primary concern is the fair treatment of customers, rather than proving any point to your superiors. I believe in resolving matters based on their own merits, and I trust that you share the same commitment.
  
  At this juncture, my intention is to replace the stolen bike by purchasing a new one. However, I feel that the partial compensation offered does not align with the coverage outlined in the plan I purchased from your company. I kindly request a reconsideration of the compensation to ensure a fair outcome for both parties involved.
  
  Moving forward, I leave it in your hands and the hands of your company to decide how you wish to handle this matter. I firmly believe that a fair and respectful resolution can lead to a positive reevaluation of my previous statements about this experience.
  
  Thank you for your attention to this matter, and I look forward to hearing from you soon.
  
  Best regards,
  *************************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nino

   

   

  Business Response

  Date: 09/11/2023

  Our records indicate that we did refund you for your claim. Did you get that notication?

• Initial Complaint

  Date:03/29/2023

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  - Date of transaction: 12/24/2022 - Amount of Money I paid the business: Enrolling in the Anti-Theft Program cost me $34.99. The lock cost me $148.95 at REI. - What the business committed to provide: Reimbursement of up to $1500 in the event their bicycle/motorcycle is stolen due to the opening or breaking of the lock by force.- Nature of Dispute: I submitted a claim (Claim Number: ******) and am still waiting for the business's response. The program requires 30 day waiting period from the date of the theft before processing the claim. It has been 40 days since the event, and I am still waiting to receive communication from the company. I emailed them on March 23 (35 days after the claim), and they have yet to respond. I registered my VARLA PEGASUS CITY COMMUTER ELECTRIC SCOOTER (Serial number: ***********, Vehicle Value: $1049) for the Kryptonite Anti-Theft Protection Program on 12/24/2022. (Registration Confirmation:*************, Maximum Coverage: $1500). I was eligible for the program after I purchased Kryptonite's New York Chain **** (Key Number: NK *****) at REI on December 17, 2022. Enrolling in the Anti-Theft Program cost me $34.99 and provides coverage until 12/24/2027. On 02/16/2023, the vehicle was stolen while using the New York Chain ****. Per the Anti-theft program requirements, I submitted a claim to Kryptonite that included the confirmation number from registering the lock (*************), an image of the broken lock, an image of the original key, and the police report (Case number: *********). I submitted the claim on 02/17/2023. - Whether or not the business tried to resolve the problem: The business has not tried to resolve the problem.- Anti-theft Program Claim Number: ****** - Date of Scooter Theft: 02/16/2023

  Business Response

  Date: 03/30/2023

  There is a 30 Day waiting period from date of theft in the event your bike is recovered.

  And also there is currently a backlog of Claims to be reviewed and processed.
  We are working through this as best as we can.
  We hope to contact you soon with status.
  Thank you for your patience.

  Customer Answer

  Date: 04/03/2023

  Per Kryptonite's claim-confirmation-email, there should have been a response from your team within 30 business days. The specific language is (attaching email for reference too):

  "Next step: 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."

   

  I have not been contacted by your company once since my claim submission. I have two concerns:

  (1) that your team is omitting my claim for rightful reimbursement and

  (2) that your system is backlogged for an insurance program that is used to reassure customers of the quality of your products. 

   

  When should I expect response to the claim?

   

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 04/04/2023

  As mentioned before, unfortunately we are backlogged in the review of claims.  We have sent a note to the *********** and requested that they respond to you as soon as they can. We appreciate your patience.

   

  Customer Answer

  Date: 04/10/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********.

  After reviewing your response, I would like to express that it has not fully addressed or resolved my concerns.
  It has now been six additional days since I received your response, and I am still awaiting an update on the status of my insurance claim. I understand that Kryptonite is experiencing a backlog in processing claims, but my claim was submitted 52 days ago, which is well beyond the committed 30-day response timeframe stated in Kryptonite's written communication.
  The vehicle covered by this claim is essential for my daily work commute, and I am experiencing significant inconvenience due to the ongoing delay. I kindly request an update on when I can expect my claim to be processed and an assurance that Kryptonite will fulfill its commitment as per the terms of the Antitheft program insurance.
  I appreciate your attention to this matter and look forward to a prompt response.

  Regards,

  *********

   

   

  Business Response

  Date: 06/06/2023

  The ************ should be approving your Claim Today.  You should be hearing from them.

  Customer Answer

  Date: 06/16/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, I am unable to accept this response as I have not yet received payment for the claim. I have waited approximately ten days since your last communication, ensuring ample business days have passed.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Sebastian

   

   

• Initial Complaint

  Date:03/09/2023

  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 the New Yorker lock from this company. The lock is now stuck in the locked position despite using the key and lubricant as suggested by the business. I contacted the business to report that I would like a replacement and have not received a response.

  Business Response

  Date: 03/10/2023

  We are sorry to hear that you had a problem with your lock. We have replied to your Ticket and placed an order for a new lock.

• Initial Complaint

  Date:02/04/2023

  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 a lock and then purchased the additional anti-theft protection.I had to return the 1st lock because the anti-theft protection isn't covered in ***.After purchasing a 2nd lock I requested that the $28.99 anti-theft protection be transferred to the 2nd purchased lock. Since October I have made 6 attempts/requests via email for a response and they refuse to answer.

  Business Response

  Date: 02/06/2023

  I am very sorry for the delay and that we didn't back to you sooner.  Please send me a copy of the New York Lock bill of sale and we will update your Regisration Record.  Email the copy of the lock receipt directly to me at **************************************.

  Thank you for your patience.

• Initial Complaint

  Date:01/18/2023

  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.

  Kryptonites warranty claims:"Upon return of the defective Product to the Company or its authorized distributor for inspection, free and clear of all liens and encumbrances and accompanied by the statement of defects and proof of purchase, the company will, at its option, repair or replace the Product (with new or remanufactured product (as applicable)), or refund the purchase price."Ive been having increasing trouble unlocking my Kryptolok and in recent weeks things have gotten to a point where I no longer feel comfortable using it. It now takes me hours of jiggling my key to unlock my bike, so the lock is no longer usable. Ive tried Kryptonites suggestions of lubrication and disc alignment, which have also failed.So I reached out to Kryptonite via their support page on January 9, 2023, with the hopes of having my lock replaced according to their warranty. It is now January 18, 2023 and I have yet to receive a response to my ticket (#******). Every day without a lock is a day Im unable to use my bike for my job, which substantially affects my ability to work.

  Business Response

  Date: 01/19/2023

  We have just responded to your request ticket, hopefully that will help.

  Customer Answer

  Date: 01/19/2023

  [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:12/01/2022

  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 a 3 year theft warranty from Kryptonite back in 2020. The protected bike was stolen on 9/10/2022 and all required paperwork was submitted to Kryptonite in the required time frames. The claim # is ******. I still have not received a response from Kryptonite regarding this claim. Please respond and pay the claim. Thank You!

  Business Response

  Date: 12/02/2022

  We apologize for the delay. 

  There is currently a backlog of Claims to be reviewed and processed.
  We are working through this as best as we can.
  We hope to contact you soon with status, hopefully within the next week or so.
  Thank you for your patience.

• Initial Complaint

  Date:11/15/2022

  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.

  On October 10, I filed a claim under the Kryptonite anti-theft protection offer. I have gathered and submitted all the required evidence like a police report, picture of the broken lock, receipts, etc... Despite numerous follow-*** and tickets created under Kryptonite's general contact section, I have not heard back yet from the merchant. The fact that they have you sign up for some sort of insurance and then don't follow-up is illegal!

  Business Response

  Date: 12/06/2022

  I am sorry for the delay.

  There is currently a backlog of Claims to be reviewed and processed.
  We are working through this as best as we can.
  We hope to contact you soon with status.
  Thank you for your patience.

• Initial Complaint

  Date:10/19/2022

  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.

  First original request submitted on April 14, 2022 16:08, unresponsive. Ticket #****** Submitted a second request on 10/19/2022 at 11:28AM, Ticket #******, fearful of unresponsiveness regarding bikes protection due to defective item. Need immediate response as they have not shown product support.

  Business Response

  Date: 11/04/2022

  We are sorry for your inconvenience.  Our records indicate that a new lock was delivered to you on October 31st