Complaints

• Initial Complaint

  01/24/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  To Whom It May Concern:I am writing to file a complaint against Kwikset regarding their Halo Touch lock, which I purchased and has failed to work as advertised since day one. Despite repeated efforts to address the issue with their customer service team, I have received no resolution or response, leaving me extremely dissatisfied with both the product and the companys support.Details of the Complaint:The Halo Touch lock consistently fails to function as intended.I reached out to Kwikset customer service multiple times seeking an exchange for a working lock. After initial contact, their team stopped responding *********** primary request was to exchange the defective lock for a functional one. Given their refusal to respond, I now want a full refund, as I no longer trust Kwikset products.This experience has been frustrating and unprofessional. I purchased the product in good faith and reasonably expected both quality and support. I feel ignored and disrespected as a customer.Resolution Requested:I am now requesting a full refund for the defective lock. I will not purchase or recommend Kwikset products in the future due to this poor experience.I hope this matter can be resolved promptly. I can provide proof of purchase and records of my communications with their customer service team upon request.Thank you for your assistance in resolving this matter.

  Business response

  01/30/2025

  Hello **** *******, 
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry. 
   
  Our records show that a Kwikset Tech has called an left a message to go over the refund process.  
  
  Please contact our Technical Support Team at ************** Our call center is open from 7:00 AM - 4:00 PM PST Monday - Friday as well as from 6:30 AM - 2:30 PM on Saturday 
  with your case number is #************* 
  
  Thank you for choosing our product(s) and for allowing us to be of service to you. 
   
  Sincerely, 
  Kwikset Support Team 
  

• Initial Complaint

  01/12/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Roughly 6 months ago my sister had me a new door handle and lock for the house, being that the one on it was not safe and out of date, it was the Satin Nickel front door handle with the Thumb Handle, and K*** Inside, and Deadbolt Lock Outside. Recently the thumb mechanism failed, inside there's a plastic little pin that broke rendering it useless. A week ago I filed a replacement claim with Kwikset and while uploading pictures of the door lock broken I sent it multiple times because I was unsure of my wifi if they had uploaded or not, I sent the pictures several times to be sure. I called them to find out the update status and they said the images were not substantial enough. And meanwhile my front door has no locking ability and putting my safety in jeopardy, I have not slept well because of this the last week, I don't know anyone who would be able to sleep calmly knowing their front door is wide open to anyone. Especially with known thefts in my area. All I would like is a replacement sent to me, I'm pretty sure the images I sent them were substantial and clearly could tell it was the ***** ****** Thumb door *************** handle. I don't have good data because I'm limited, so when I call for update and then ask for more pictures sent when I literally sent clear pictures. I just would like a replacement asap please and thank you. I filed the kwikset replacement claim under my email ********************* my name *********** *****, my phone number ******************** just haven't heard any email updates, and that's why I'm filing with BBB. My email is the best contact method as I have limited data and phone minutes, but I have unlimited text messages, so because of limited calls and data, email is my best contact method. Also I will upload the same images I sent kwikset. I just want my replacement handle lock set sent to me so that I can feel safe in my home again. Thank ********* Bless!-***********

  Business response

  01/13/2025

  Hello *********** *****, 
   
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry. 
   
  We will be sending you 98001-369, 800CEXJ 15 SMT CP on case *************.  
  Please allow 2-3 business days for your order to arrive. Once shipped, you will receive an email confirmation which will include your tracking number. 
   
  Your case number is #*************. Thank you for choosing our product(s) and for allowing us to be of service to you. 
   
  Sincerely, 
  Kwikset Support Team 

  Customer response

  01/14/2025

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards, and Thank You for doing your duty for the people. If only Social Security could do the same, being that im permanently disabled and was deemed total permanent disability by a judge and wrongfully had benefits terminated 5 years ago and have been fighting to get my benefits back except this time around the lawyer who caught my case 20 years ago retired and I have no files from my broken back injury to fight for my benefits this time and any additional help from a lawyer is out of pocket with zero income to my name. May God please lift the burden placed upon me and restore my permanent disability benefits so I can finally breathe and start to live my life  for once in 5 years.  

  Thank you BBB! FOR THE PEOPLE! GOD BLESS YOU!

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

  
  

• Initial Complaint

  12/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In 2022, I purchased two: Juno Satin Nickel Exterior Entry Door K*** and Single Cylinder Deadbolt Combo Pack Featuring SmartKey Security.Only after a few months of usage, I started experiencing the door k**** becoming loose and the screws backing out. I need to constantly re tighten the door k**** Then again, one late evening, the door k*** fell off the door! It is such a hassle to have to re tighten all the k**** again to get the door k*** to work. These are exterior door k**** so they are very important and the issue needs to be fixed immediately! Its really frustrating dealing with something so important and then having a faulty product. I am so tired I may need to hire a locksmith to just resolve this once and for all. I feel really misled that I bought such a terrible and unreliable product! Not to mention all the time Ive spent trying to fix the issues. Its very hard to have to fix the door k*** right in that moment.The warranty only covers replacement but no credit or reimbursement and that in and of itself is so frustrating!!! I just want a door k*** that works and doesnt fall off the door whenever it feels like it!I need to get new door k**** to fix this issue once and for all.

  Business response

  12/11/2024

  Hello ******** ***,
  Thank you for your recent email describing the difficulties you are experiencing with your product.
  
  We received your request for reimbursement for $100 and have approved as a onetime courtesy. Please submit your locksmith bill to your case #*************. Once we receive the bill we will process this amount, and you will be receiving the check in the mail within 2-3 weeks. Please call us if you have any further questions. **************

  Sincerely, 
  Kwikset Support Team

   

   

   

  
  

  Customer response

  12/11/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ******** ***
  
   
  

• Initial Complaint

  09/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On July 17, 2023 i purchased a Kwikset Powerbolt 2 from Lowes for the Touchpad entry and the lifetime warranty. I have been having several issues with the unit working some days and not on the others. Also the key mechanism gets jammed and hard to turn. Today I called the number for the warranty to get some help. The lady walked me through some troubleshooting procedures and also changed batteries twice. At one time she said the unit responded unusually and odd. After troubleshooting and taking the unit apart she said there was nothing she could do to help get a replacement unit or even credit towards another unit. There is no way i should be paying $55 plus dollars to replace a 1 yr old product like this. I want my money back or credit towards another unit.

  Business response

  09/09/2024

  Hello *************************,  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  We will be sending you a replacement unit 992500-003, 1 Quantity under your product warranty, and should arrive within 2-3 bus days once shipped. Your order number is 2024091079409.  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  Customer response

  09/09/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *************************
  
   
  

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 16th, I followed the instructions on the Kwikset website to send pictures of the door lock I'm having trouble with. My lock isn't functioning properly, and I sent Kwikset the pictures along with an explanation of the problem. I have no lock on my door and I need the issue resolved ASAP so I called Kwikset on APRIL 17TH. I explained to the agent that I already sent an email with pictures and a description of my problem per the Kwikset website instructions. She asked me to reinstall the lock that doesn't work and go through a trouble procedure. I asked her if it's the same trouble procedure that's on Kwikset's website. She described several of the steps I need to take for a replacement. I told her I already did these steps, such as a factory reset and changing the battery several times, but the lock still doesn't work. She insisted that I have to install the lock, which isn't easy to install and requires me to be home and go through the step-by-step trouble shooting procedure I already explained to her I performed several times. I repeated to her that I already attempted these steps numerous times with the same result, it doesn't work. She related she isn't going to argue with me. I told her it's a complete waste of time and it's an insane request to make me install the lock and go through the same step by step trouble shooting procedure I already have done several times because she doesn't believe me. She then hung the phone up on me. talked to

  Business response

  04/23/2024

  Hello **************,  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your labor claim case 202404881368. A refund check will be mailed to you in the amount of $99.44  Your labor claim has will take 2-3 weeks to receive.  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625)

  Customer response

  04/23/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************
  
   
  

• Initial Complaint

  11/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to file a formal complaint against Kwikset, a company I have been a loyal customer of for many years. I am deeply disappointed and frustrated by my recent experience with Kwikset's customer service and their refusal to honor their so-called "Lifetime Warranty."My ordeal with Kwikset began on October 31, 2023, when I contacted their customer service representative, **********, to report a almost yearly recurring issues with my Premis deadbolt. I provided all the requested information and images, as per their request. However, it quickly became apparent that the trouble was just beginning.On November 2, 2023, ********** informed me that the Premis deadbolt (MSRP $229) had been discontinued and offered the Aura deadbolt (MSRP $169) as a replacement. This, despite the fact that my Premis lock is still available on Kwikset's website and in other online retailers like ********** and Amazon. Kwikset's website does not indicate anywhere that the Premis Lock is discontinued, making their response even more confounding.I expressed my dissatisfaction and made it clear that I expected a like-for-like replacement or an upgraded lock with HomeKit compatibility that also falls under the "Lifetime Warranty" they advertise as their locks are not made with quality to last more than a year. My request for an identical or better replacement was met with refusal, and I was repeatedly told that the Premis deadbolt had been discontinued.As the conversation progressed, I uploaded my original receipt in the hope that Kwikset could expedite a solution and send me my money back since they wouldn't honor their warranty, but the response from ********** remained unchanged. My frustration grew as the communication with Kwikset's customer service continued to be slow and unhelpful. At this point, I just want my money back, $194.19, the amount I paid for the lock.I understand that businesses may discontinue products, but it is wholly unacceptable for Kwikset to refuse to honor the lifetime warranty on a product that is still readily available on their website and other retailers. Their customer service's inability to provide a suitable replacement or refund further compounds this issue. I implore the Better Business Bureau to investigate this matter thoroughly and hold Kwikset accountable for their deceptive advertising of a "Lifetime Warranty." As a loyal customer, I am left feeling betrayed, frustrated, and severely dissatisfied with Kwikset's products and customer service.I hope that the ******************** can help resolve this matter and ensure that Kwikset fulfills its warranty commitments or compensates me for my purchase.Thank you for your attention to this issue.Sincerely,**********************

  Business response

  11/13/2023

  Hi *****,
  
  Thank you for taking the time to contact us. We apologize for not getting back to you sooner.
  
  After reviewing the case with our upper management, the refund is approved. We're sorry for any trouble you may have had with our product. Please allow ***** business days for the check to arrive via mail.
  
  If you have any more questions or concerns, please do not hesitate to contact us, and we will be more than happy to help you.
  
  Sincerely,
  Kwikset Support Team
  **************(LOCK)

• Initial Complaint

  09/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have received 2 defective kwikset 914 smart locks within the last year. I called customer service and spoke to ****** who confirmed the lock was defective and offered a 3rd replacement. I told her due to the cost of having a locksmith come out a 3rd time, Id rather have a refund. ******* advised the warranty does not allow for a refund then proceeded to ask me if I had my receipt. At that point I asked for a manager and was placed on an extended hold.

  Business response

  10/03/2023

  Hello *********************,  

  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new case 202310564234 with your lock replacement 914TRL ZW500 15 RCALFD should arrive in 3-4 business days.  Once we receive your photo of the locksmith bill your labor claim will take 2-3 weeks to receive a check case number 202310564196.  
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  Customer response

  01/29/2024

  This is regarding previous BBB complaint *********. Per the original response to this complaint, quickset advised, I would be receiving a check. I have sent them the required documents, however, I have not received any payment from the company. Subsequently, I followed up with quickset on two separate occasions, and have been told the check is in process. This is absolutely unacceptable and horrible customer service. I am looking to the ********************** to assist with a more timely solution.

  Business response

  02/02/2024

  Hello *********************,

     Your Labor Claim Case 202310564196. Refund of $140. Had been shipped with Tracking Number 1Z07714W0257611861. Scheduled delivery day is 2/5/2024 via UPS. 

  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 

  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  Customer response

  02/05/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *********************
  
   
  

• Initial Complaint

  07/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I own 8 Kwikset locks and I am unable to get customer service lines to pick up the phone. I have been on hold multiple times exceeding 30 minutes. The online instructions are not helpful. I would like someone to call me or I will have to replace all the locks. If I do it will not be Kwikset.

  Business response

  07/26/2023

  Hello ***********************************,
  
  Thank you for your email, we understand that you need help resetting your SmartCode Zwave lockset and adding a new code. Please perform the following troubleshooting steps:
  
  1: Start with removing the battery pack. Please make sure to use the recommended Alkaline batteries only and not rechargeable or lithium. (Duracell, Rayovac, or Energizer)
  2: Press and HOLD the Program button while reinserting the battery pack.
  3: Continue to hold the Program button for 30 seconds, until the lock beeps and the status LED flashes red.
  4: Press the program button once more.
  5: When the status LED flashes green and you will hear one beep, the lock has been reset.
  6: Perform the handing process for the latch to extend and retract with the door in the open position.
  7: Add user codes to your lock.
  8: Test the lock with the keypad.
  
  *******************************************************************************************[514].pdf
  
  We hope this information was helpful, thank you for giving us the opportunity to be of service to you.
  
  If you have any further questions or concerns, you may add a comment to this case or contact our Technical Support Team at **************. Our support services are open from 7:00 AM - 4:00 PM PST Monday - Friday as well as from 6:30 AM - 2:30 PM on Saturday.
  
  Sincerely,
  Kwikset Support Team
  **************

  Customer response

  07/27/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ***********************************
  
   
  

• Initial Complaint

  07/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  kwikset offers a warranty on its door handle sets and i filed a claim. kwikset agreed to help me, because my front door handle does not work at all. that means i can't get in or out of my front door, which is a huge problem as well as a very serious safety concern! i submitted numerous photos to kwikset to verify the product and now they tell me it will be over a month for them to ship me a replacement handle. no one has time to wait for an important thing like a front door handle. i had to go buy a new kwikset handle at ********** for almost $100. i need kwikset to reimburse me for this replacement. i could not wait for a month or more. that's not reasonable and it's not safe for anyone to live in a home and not be able to exit their front door.

  Business response

  07/11/2023

  Hello *********************************,  

  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new labor claim case 202307435239. A refund check will be mailed to you to cover the  New Lock. You can keep the lock mailed to you as part of your warranty. 
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  
  

  Customer response

  07/11/2023

  thank you but I havent received any type of tracking number or anything in the mail yet. 

  Business response

  07/17/2023

  Hello  *********************************,  

  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  Your new labor claim case 202307435239. A refund check will be mailed to you to cover the New Lock in the amount of $90.60, please allow 2- 3 weeks to receive check.   
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  Customer response

  07/20/2023

  hello, Im still waiting to receive the check or replacement and no tracking info has been provided.   

• Initial Complaint

  07/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought the kwikset smart code 270 through amazon on May 7 2023, and last July 2, 2023 it started acting up after saying it was jammed, so I removed the battery reset it to factory default then when I tried putting a new user id it will try to lock the door but it will never stop locking and unlocking, and it never turn green so in able to stop malfunctioning I have to remove the battery. Since then, we have to manually lock and unlock it with the provided key which defeated the purpose of keyless entry. This is such a waste of money. I want a refund or a replacement and I have been contacting kwikset but theyre customer support has not get back to me yet.

  Business response

  07/17/2023

  Hello ***************************,  

  
  Thank you for your recent email describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.  
  We are sorry for the trouble you are experiencing with your Kwikset Lock.  
  
  We show on case 202307428836 a new lock was delivered on 7/13/2023 under warranty.
  
  Thank you for choosing our product(s) and for giving us the opportunity to be of service to you. 
  
  Sincerely, 
  Kwikset Support Team 
  1-800-327-LOCK (5625) 

  
  

*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. ↩