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Latch Systems, Inc.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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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  • Initial Complaint

    Date:06/25/2025

    Type:Service or Repair Issues
    Status:
    Unresolved
    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'm writing to formally lodge a complaint against Latch, a company from which I purchased a smart door lock and a 1year subscription on 2-15-25. Despite ***eated attempts to return &refund, I have received no satisfactory response for over 2 months.I had been communicating with Latch regarding another issue when I mentioned my intent to return the product. From that point forward, productive communication with their team stopped. A sudden silence/passing us off is extremely disappointing and suggests a pattern of poor business conduct.I was first directed to a *** named ***** ******, who acknowledged my request and stated it would be escalated to a manager. Despite ***eated assurances that the matter would be resolved and we would be able to return (said by phone), no action was taken despite many followups. The last communication I received was on May15, and I had been trying to return the item since April21. Since then my partner and I have followed up many times by ************* with no *********** of today, the company has failed to process the return of the product, issue a refund for either the device or unused portion of the subscription, OR maintain further communication or accountability.The device remains unused & the service is active but not being used, although we paid for 1yr. I have made every effort to resolve this, but Latch has failed to respond or assist. The handling of this situation reflects serious customer service issues & a disregard for fair business practices. As a consumer I'm very disappointed.I am seeking a full refund for the returned Latch lock & prorated refund for the unused portion of the one-year subscription.I respectfully request BBBs assistance in reaching a resolution as all efforts to resolve this have been ignored. I'm p***ared to provide receipts and all related docs promptly upon request.Thank you for your attention - the price is high and it has caused much stress. This is not ethical.Sincerely, ******* *********

    Business Response

    Date: 08/04/2025

    Thank you for bringing this matter to our attention. The customer reported concerns about the device. In response, we attempted to resolve the issue by sending an alternative device to better fit their door. Unfortunately, from photos provided, we could tell that the lock they wanted would not work for their door. To resolve the matter, we have processed a refund. We consider this case closed but remain available should the customer have any additional questions or concerns.

    Customer Answer

    Date: 08/11/2025

    Better Business Bureau:

    I have not received a refund for the item or a method to return the item to the company. 

    Sincerely,

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

Latch Systems, Inc. is NOT a BBB Accredited Business.

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