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Business Profile

Key Control Systems

Kwikset

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Key Control Systems.

Complaints

Customer Complaints Summary

  • 18 total complaints in the last 3 years.
  • 7 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:05/29/2025

    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.

    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,

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

     

    Business Response

    Date: 05/29/2025

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

    Thank you for taking the time to contact us and describing the difficulties you are experiencing with your product. We apologize for the delay in response to your inquiry.

    We understand that the k*** does not retract the latch. We appreciate you bringing this to our attention so that we can assist you. We received the picture of your Tylo ****, and based on the information you have provided, you are covered under the limited lifetime mechanical/finish warranty.

    The Tylo k*** (94002-852) has been ordered for you at no charge under your product warranty. Please allow 7 10 business days for your order to arrive. Once shipped, you will receive an email confirmation which will include your tracking number.

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

    Case 2025051457175 was placed this morning as we respond to all emails within 24/48 hours. 

    Sincerely,
    Kwikset Support Team
    **************(LOCK)

  • Initial Complaint

    Date:03/12/2025

    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.

    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,

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

     

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

  • Initial Complaint

    Date:02/12/2025

    Type:Sales and Advertising 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.

    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.  
    Regards,

    **** ******

     

    Business Response

    Date: 02/18/2025

    We have contacted the consumer and have been given the opportunity to send a replacement lock with expedited shipping.

  • Initial Complaint

    Date:01/24/2025

    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.
    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:01/12/2025

    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.


    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!


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


    ement 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

    Date: 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 

  • Initial Complaint

    Date:12/09/2024

    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.

    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,

    ******** ***

     
    ent 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

    Date: 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

     

     

     


  • Initial Complaint

    Date:09/04/2024

    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.

    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,

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

     

    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) 

  • Initial Complaint

    Date:04/17/2024

    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.

    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,

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

     
    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)

  • Initial Complaint

    Date:11/08/2023

    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 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:
    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.
    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: 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) 

    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,

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

     

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