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:09/03/2025

  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 called Kwikset customer support today to follow up with questions regarding replacing a front door handle and lock. Initially as requested I provided the company with pictures of the handle. They replied that model was called the Jamaica handle set but it has been discontinued and requested me to pick my top three choices of new style. A follow up email the next day stated that after they reviewed my case, the locks are not covered under warranty. They stated the Jamaica handle set ********* came with a 10 year mechanical and 5 year finish guarantee at the time of purchase. I do not have the original box the set came in, and since this style is not listed on their website nor can I find it anywhere online, I did request that they provide information how they determined it was the Jamaica style but they declined that information.

  Business Response

  Date: 09/08/2025

  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 to go over a onetime courtesy for a full replacement of the dummy and active handle set.  
  
  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 # 2025091590470 once you have your set picked out.  
  
  Thank you for choosing our product(s) and for allowing us to be of service to you. 
   
  Sincerely, 
  Kwikset Support Team 

• Initial Complaint

  Date:08/31/2025

  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.

  We are a property management company that recently upgraded several of our properties from regular locks to Kwikset keypad locks. Unfortunately, the experience has been extremely frustrating and costly.Out of the five locks we installed, four failed within the first three months. Each failure required time-consuming resets and ultimately replacements. For multi-unit properties, these breakdowns created serious inconvenience for our tenants, who rely on consistent and secure access to their homes.Every time we called Kwikset for support, we were advised to replace the batterieseven though the locks were brand new. Each replacement cost about $5, and after multiple failures we have now purchased several sets of batteries unnecessarily. Worse, each failure also required dispatching a handyman at $200 per visit, resulting in over $800 in direct labor costs, not including my own time spent troubleshooting with customer service.Between wasted battery replacements, repeated service calls, and hours of unhelpful support, this product has caused an undue burden on both our company and our residents. We expected keypad locks to improve efficiency and tenant satisfaction, but the repeated failures have had the opposite effect.We are seeking a resolution from Kwikset that acknowledges the recurring defects and reimburses the significant costs incurred.

  Business Response

  Date: 09/02/2025

  Hello ******** *********,  
   
  Our records show that a Kwikset Tech called and set up a labor claim case 2025091584320, once we have the bills, we can process your claim and once approved takes 2-3 weeks.  
  
  Thank you for allowing us the opportunity to be of service. 
   
  Sincerely, 
  Kwikset Support Team 

• Initial Complaint

  Date:03/12/2025

  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.

  Purchased 3 of the 915 Kwikset Electronic locks on 10/23 at almost $200 each. One of the locks started having problems recently just 17 months after purchase. The lock will open and close, but will give a lock jammed error every time. I contacted the manufacturer. I explained the problem and sent them pictures of the unit. It has a lifetime warranty on mechanical and a one year on electronics. They responded in the exact manner I figured they would. Claiming it was an electronic issue and not mechanical issue. Basically said to buy a new one. The other option was to forget it was an electronic lock tied to an alarm system, and just use it like any other basic deadbolt lock with a key. That would be acceptable if I bought a $30 lock but not when I'm spending $200 on electronic lock.

  Business Response

  Date: 03/14/2025

  Hello ****** **********,
  
  The replacement model # ***TRL 500 15 SMT has been ordered for you. The standard processing and shipping time for your order is 3-4 business days. Once your order ships, you will receive an email with the tracking number. Your order/case number is #*************.
  
  Thank you for giving us the opportunity to be of service to you.
  
  Sincerely,
  Kwikset Support Team
  **************

  Customer Answer

  Date: 03/14/2025

  
  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,
  
  ****** **********
  
   
  

• Initial Complaint

  Date:01/24/2025

  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.

  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

  Date: 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

  Date:09/04/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:04/17/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date:11/08/2023

  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 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

  Date: 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

  Date:09/30/2023

  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 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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date:07/08/2023

  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.

  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

  Date: 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 Answer

  Date: 07/11/2023

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

  Business Response

  Date: 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 Answer

  Date: 07/20/2023

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

• Initial Complaint

  Date:07/07/2023

  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 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

  Date: 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)