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:08/21/2025

  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.

  Purchased Kwikset 9250TRS-L03S Transitional Powerbolt 2 Electronic SmartCode Deadbolt SmartKey with RCAL Latch and RCS Strike Lifetime Brass Finish from ****** in October of 2024. In August of 2025, the keypad died and became inoperable. The keypad would light up when pressed, but emitted no sounds when pressed, did not respond to programming attempts, and would not operate. I removed and replaced batteries to no avail. I removed the battery housing and replaced batteries again to no avail. I tried restoring to factory settings to no avail. Given that the lock was within 1 year warranty, I called Kwikset during business hours. I inquired as to the warranty and was told I would have to sit with Kwikset on the phone and re-do all of the exact same troubleshooting procedures I had done prior. Given I use the lock for short term tenants, I needed a quick replacement. The representative told me it was impossible to claim warranty without going through the procedures on the phone. When asked how long the warranty process takes after the troubleshooting, she claimed she didn't know but maybe 10 days. I explained my need to have the replacement sooner for my business and it made no difference. She claimed the warranty program could only provide replacements not refunds.

  Business Response

  Date: 08/27/2025

  Hello ******* ****, 

  Thank you for your email describing the difficulties you are experiencing with your product. We apologize for the delay in responding to you sooner. A technician will be in touch to discuss the warranty details and next steps. 

   Sincerely, 

  Kwikset Support Team 

  
  

• Initial Complaint

  Date:05/29/2025

  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.

  I have used their door k*** and key entry on an exterior door since 2006. This week the k*** would not open the door and called my locksmith and he said that it will require a new handle unit. Kwikset advertises a lifetime warranty on their box not a limited lifetime warranty, a lifetime warranty. However, and trying to reach them they do not answer their phone and they do not respond to emails. This is my exterior door. Ineed a repaired. ****. So Im wondering if the company just doesnt respond because they figure most people will just go ahead and take care it themselves?

  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)

  Customer Answer

  Date: 05/29/2025

  
  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: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:02/12/2025

  Type:Sales and Advertising 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 am a certified full time locksmith in **************We install Kwikset locks on a daily *********** I installed a Kwikset 260 but the lock was malfunctioning.I tried to replace the inner part of the lock with another one we had in stock and it worked just fine. I called Kwikset customer service and ask a replacement of the inner part and I was denied service. As a locksmith, this is extremely disappointing. We would like to believe that Kwikset has a superior quality and customer service above its competitors, but perhaps we were wrong. Now we have to apply for a refund for that damaged lock and we won't sell that brand anymore to a customers. Extremely disappointing!

  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.

  Customer Answer

  Date: 02/20/2025

  
  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.  
  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:01/12/2025

  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.

  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

  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 

  Customer Answer

  Date: 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

  Date:12/09/2024

  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.

  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

  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

   

   

   

  
  

  Customer Answer

  Date: 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

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