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Business Profile

Producers

Master Lock Company

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for Master Lock Company's headquarters and its corporate-owned locations. To view all corporate locations, see

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Master Lock Company has 3 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 6 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:06/24/2025

      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.
      We placed an order Order #M23206 on April 8, 2025. The charge was posted to our card but we have yet to receive the product. When we call the call goes to a message saying the voicemail is full. When I try to contact with the online contact us it will not let me upload any documentation. I've tried emailing them at ********************************** still no response.

      Business Response

      Date: 06/27/2025

      Good Morning,

      We are writing in response to a recent complaint
      filed with the Better Business Bureau that appears to be associated with a
      website not owned or operated by our company.

      The complaint references masterlocks.com (with
      an “s”), which is not affiliated with The Master Lock Company LLC or
      our official website, www.masterlock.com.
      The website in question is operated by Hodge Products, Inc., a
      distributor of our products based in San Diego, California. While Hodge
      Products is authorized to sell our products, they operate independently and
      manage their own customer service, website, and business practices.

      We understand that the similarity in domain
      names can cause confusion, and we are actively working with our partners to
      ensure clearer branding and communication to help consumers distinguish between
      our official site and those of our distributors.

      We kindly request that this complaint be
      redirected to the appropriate party, Hodge Products, for resolution.

      Please
      let us know if you need any additional information or documentation to assist
      in this matter.

      Sincerely, 

      Daniel R.
      Consumer Service Supervisor
      The Master Lock Company
      Master Lock I Sentry Safe I American Lock

      Customer Answer

      Date: 06/27/2025

      [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 made by the business in reference to complaint ID 23512050, and find that this resolution is satisfactory to me. 



      Regards,



      A Pendergrass

    • Initial Complaint

      Date:03/24/2025

      Type:Customer Service 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.
      On 3/13/25, I placed three separate orders on Sentry Safe's online store. The order #s are 1) SS24510 2) SS23879 3) SS23755 ...I was charged however these items were never sent to me. These items have all remained in stock on their website, and I know for certain of customers who ordered after me that have received their shipments. I contacted Sentry Safe via email to inquire why my items were not shipped. I was not given any specific reason however the ***resentative was quick to offer cancellation as an option. I was simply told there was a "shipping issue". I advised the *** I do not want the orders cancelled I want them shipped to me immediately. I have not heard back from Sentry Safe. I have reason to believe Sentry Safe has not shipped my items in an attempt to not honor the sale price I purchased the items at. I find this unethical as a business. And would simply like my items sent that I paid for.

      Business Response

      Date: 03/24/2025

      Good Morning,

      We apologize for any inconvenience with the orders mentioned.  Unfortunately, the items ordered are currently out of stock and we are unable to fulfill your order.  You may leave the orders pending and they will ship when available in approximately 8-12 weeks, or you can request to cancel and we will refund you.  For additional questions or support, please call or email our customer service department and we will be happy to assist you further.  If contacting our customer service department, reference your incident number 250319-000562.

      Thank you, 

      ****** *.
      Consumer Service Supervisor
      The Master Lock Company
      Master Lock I Sentry Safe I American Lock

      Customer Answer

      Date: 03/25/2025

      [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 made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me for now. As stated before it is still unusual that these items are not listed as out of stock on the website. I will await my orders, for now. Thank you. 

      Regards,

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

    • Initial Complaint

      Date:03/19/2025

      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.
      I own a sentry safe. The other night I went to go get into it to get something out of it and the door fell off. I brought this problem up to SentrySafe to file a complaint and they won't stand behind their merchandise because it's over a year old. They state that the warranty only covers for one year. I would expect that it's safe would have a door that wouldn't just fall off. The hinge was merely tack welded on. The paint was also holding the hinge on. This safe offers no real security or any protection from fire etc. as far as I'm concerned, SentrySafe sold me a faulty safe and should stand behind their product. When one thinks of a safe they think of something that is resistant to breakage. If one sells a safe, you would expect it to be somewhat indestructible. I would not expect a safe door to fall off by opening it. I use the safe to protect my cash money that I have in the home as well as important documents and other keepsakes. I was very surprised when I went to open it and the door fell off in my hand. I have welding knowledge and the hinge was just tack welded on barely and held on by the paint as the paint has ripped off of it when the door fell off. I believe SentrySafe describes in its description of the safe as being some level of protection from theft and fire. How could this be so if the door falls off? This is a clear case of false advertising.

      Business Response

      Date: 03/20/2025

      Good Afternoon,

      We apologize for any inconvenience and always stand behind our product.  After reviewing this incident, we show the safe in question was manufactured in 2005, making it approximately 20 years old.  Our warranty covers manufacturing defects up to 1 year after the manufacture date or 1 year from date of purchase.  Our safes do not have a lifetime manufacturer's warranty and moving parts may stop working as intended over time due to normal usage. 

      Given the age of the safe, the hinge failure is considered normal wear and tear. While we are not able to replace the safe for a warranty claim, we have offered a discount on a new safe if purchased on our website.  You should receive a discount offer in a separate email that includes the redemption code.  If the email was not received, please contact customer service and we will provide those details by phone.

      Thank you,

      ****** *.
      Consumer Service Supervisor
      The Master Lock Company
      Master Lock I Sentry Safe I American Lock

    • Initial Complaint

      Date:02/13/2025

      Type:Product 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.
      On November 4th I contacted master lock about order 4 hitch pin locks keyed the same. The agent told me which ones I needed to purchase ($146.50) in order for them to be keyed alike. When I received them they were not all keyed alike so I returned them. They informed me it could take up to 45 days for the refund to be processed. At day 47 I contacted them again and they said they would push the refund through in 3-5 days. I still have not received my money.

      Customer Answer

      Date: 02/12/2025

      I purchased the items online from their site. 

      Business Response

      Date: 02/17/2025

      Good Morning, 

       

      We apologize for any inconvenience due to the delay of your refund.  As of 2/13/2025, the customers credit card has been refunded in full for the amount requested.

      If there are any other questions, please contact our **************** Department.


      Thank you,

      ****** *.

      Consumer Service Supervisor

      The Master Lock Company

      Master Lock I Sentry Safe I American Lock

    • Initial Complaint

      Date:02/04/2025

      Type:Product 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 Yale Lock 11/4/2024 order # Y74918. Received the lock 11/14/2024. Installed the lock 12/4/2024, the keypad did not function, so I contacted technical support, they walked me through a keypad reset procedure that seem to fix the problem. 12/6/2024 problem reoccurred so I followed instructions and sent a video as requested. **** stated they would replace lock ******** replacement order ticket. Sense than I have gotten several excuses like order was picked ready for shipment, held up in customs. I have called customer service a 1/2 dozen times and am told they will send the warehouse an email asking to expedite. Last email response 1/14/2025 stated an email was sent to the warehouse ********- Replacement Order Ticket 241108-001265. The lock not working limits access to my house and has been going on for over a month.

      Business Response

      Date: 02/27/2025

      Good Morning, 

      After reviewing the situation, we sent out a replacement unit to rectify the issue.  Our Supervisor attempted to contact the customer twice and offer additional support, both times the customer disconnecting the call.  We will consider this issue resolved.  If the customer would like to discuss further, please contact customer support at your convenience.

      Thank you, 

      ****** *.
      Consumer Service Supervisor
      The Master Lock Company
      Master Lock I Sentry Safe I American Lock

    • Initial Complaint

      Date:08/19/2024

      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.
      Purchased a Master Lock Heavy Duty Key Lock Box, Outdoor Lock Box for House Keys, Key Safe and Combination Lock, 5 Key Capacity, 5414EC in March 2018. Product states to have a lifetime warranty. Contacted Master Lock customer service to explain the lock does not open properly, I have used WD40 as suggested in prior conversation, the only way to open is to use a hammer or a sharp object to hit the lock where you suppose to squeeze to open the security lock-box compartment. **************** stated they cannot proceed with a warranty until the lock fully fails to work. I stated I cannot open the lock with my bare hands as designed and illustrated. I used this device for emergency lock out situations for a backup spare key to enter my business, and if it the lock fully fails I would be locked out without a backup. I explained that I'm being proactive to call in for warranty as it is not working properly, and want to avoid the situation of the lock fully fail to work in a situation when I need access.

      Business Response

      Date: 08/20/2024

      Good Afternoon, 

      We have reviewed your situation and have determined a replacement item is warranted.  Per the email correspondence on 8/20/2024, this will resolve the situation. We will consider the incident closed once the replacement is received.  Details of the interaction can be found on your ticket reference number 240819-001958.

      If there are any other questions, please reach out to our customer service team for support.

      Sincerely, 

      ****************
      Customer Solutions Supervisor, **********************
      The Master Lock Company
      *******************************************************************************************************
      P: ************ | ****************************************** 
      www.sentrysafe.com | ******** | ******* | ******* | Pinterest

    • Initial Complaint

      Date:09/01/2023

      Type:Billing 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 bought a Sentry Safe on 10/14/2010. I had a hard time getting into safe. They use to tell me to change the batteries. But that didn't fix the issue. I called on 2017 and they told me that I should have left the safe open every month for 20 minutes. There is nothing on the owners manual that said I should do that. Even though I have done that nothing changed since I am assuming that the damage was done. I discovered that there is rust damage to the safe. I requested a refund and they would not give it to me.

      Business Response

      Date: 09/05/2023

      Good Morning,

      Thank you for contacting us regarding your SentrySafe.

      We apologize for any inconvenience you have been experiencing with your safe.  Per the notes on your record, the safe in question was manufactured in October of 2009.  In the owner's manual, it is stated to open your unit periodically to avoid moisture buildup, as well as use the included desiccant packets to prevent moisture.

      Moisture buildup is a result of the environment the safe is located in and can be prevented/minimized by regular use of desiccant packets and opening the unit periodically.  This would not be considered a manufacturing defect.  Given the age of the safe, the safe also is outside of our 1-year manufacture warranty and a replacement or refund would not be issued in this situation.

      As a courtesy, we have offered a coupon worth 50% off on up to 3 units at our loyalty website.  Details of this offer have been sent to your email address with instructions on how to redeem the coupon.

      Sincerely, 

      ****************
      Customer Solutions Supervisor, **********************
      The Master Lock Company
      *********************************************************************************; 53154
      P: ************ | ****************************************** 
      www.sentrysafe.com | ******** | ******* | ******* | Pinterest

    • Initial Complaint

      Date:03/08/2023

      Type:Billing 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 ordered keys for my safe with this company on 2/15 . For some reason they never shipped them. When I called and asked they do not know why it had not shipped. Because I had waited the company sent them overnight so I can get them quickly. The wrong keys were delivered so we reordered the correct keys on 3/2. Those keys were supposed to arrive on Monday the 6th. They did not arrive and when I contacted the company I was told they did not understand what was going on and that they would get back to me. 2nd time "they don't understand." After two more phone calls (a total of five for this matter) and two emails i still don't know when or if my keys will be sent. I was told on the phone that they would get right back to me "within minutes" regarding this order. An email sent by the person in charge of the problem ticket, ***** sent an email saying he would look into it as well. Despite another phone call today and an email they have not responded to me. I paid for these keys in full on February 15th. They are safe keys and I need them to open my safe with medication in it. I could have already taken it to a locksmith but I paid for these keys and I should have them by now. I need to know as soon as possible if they are going to ship the correct keys. If they are not going to ship it I want an immediate refund so I can pay a locksmith to open my safe.

      Business Response

      Date: 03/10/2023

      Good Afternoon,

      After reviewing the situation, we will be sending 2 sets of keys at no cost as a courtesy for the inconvenience.  Customer agreed this was a fair resolution, and we are currently in the process of sending out the 2 sets of keys.  If there are any further questions, please contact SentrySafe and reference ticket number 230302-001485.  We will be happy to assist further.

       

      Thank you,

      ****************
      Customer Solutions Supervisor, **********************
      The Master Lock Company
      6744 ************************* | *********, **  53154
      P: ************ | ****************************************** 
      www.sentrysafe.com | ******** | ******* | ******* | Pinterest

      Customer Answer

      Date: 03/15/2023

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

      Regards,

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

    • Initial Complaint

      Date:11/18/2022

      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.
      KEY REPLACEMENT REQUEST

      Business Response

      Date: 11/28/2022

      Good morning,

       

      Per Master Lock company policy, the lock model pictured (****), does not have a replacement key available to customers.  These replacement keys are only available to registered schools or businesses.  We do apologize for any inconvenience, please contact our *************************** if you have any other questions.

      Sincerely, 

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

      Customer Solutions Supervisor, **********************
      The Master Lock Company
      6744 ************************* | *********, **  53154
      P: ************ | ****************************************** 
      www.sentrysafe.com | ******** | ******* | ******* | Pinterest

    Master Lock Company is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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