Complaints

This profile includes complaints for Kastle Systems LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Kastle Systems LLC has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Kastle Systems LLC

  6402 Arlington Blvd. Lobby level Mosby, VA 22042-2356

• 

  Kastle Systems LLC

  1501 Wilson Blvd Arlington, VA 22209-2460

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:06/29/2023

  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.

  On June 4, 2023, I initially reached out to the Support email to report that three lobby elevators, which I had previously favorited and listed on my account since 2019, were no longer accessible through the application. I subsequently contacted my property management, who assured me that I should still have the same access on my app as on my keyfob. In an attempt to resolve the issue, I deleted and reinstalled the app, but the elevators failed to appear either in my "All Doors" list or as favorites. In response to my inquiry, a support representative named ************************* informed me that while I am still able to use the keyfob, I must physically place my phone with the app open in front of the reader for the tile on my app to grant access. However, despite following this recommendation multiple times, holding my phone next to the reader yielded no results. Unfortunately, ******* dismissed my concerns regarding this technical issue and suggested that I rely solely on the keyfob. While I appreciated her advice about the service, it did not address or resolve the problem at hand. Since 2019, I have been utilizing the KastleResident App without any issues. Its convenience has been invaluable in situations where I forgot or misplaced my keys, or when I didn't have them readily available. However, over the past three weeks, I have been unable to utilize the app effectively. I am unsure whether this problem stems from a mobile app key issue or if the elevators should be listed in my doors but are not. Nevertheless, there is undoubtedly an unresolved issue that neither I nor my property management have been able to rectify. Therefore, I kindly request urgent intervention from someone other than ************************* to address the problem I am experiencing with the KastleResident App. I believe that an alternative perspective and approach may help resolve the issue promptly. Your prompt attention and assistance in this matter would be greatly appreciated.