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:05/10/2023

  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.

  Had a quality control issue with the plastic buttons on one of our five locks. The company would not stand behind its product. The basic attitude was so sad, too bad, your one-year warranty is over. If this was on a working part, I could understand it. But this was a failure in materials. Literally, the plastic numbers bubbled. The lock was under a covered awning receiving very little morning sun. We have another lock that is not covered and gets direct afternoon sun and have had no issues with it. But a company that won't work with its customers in an unusual situation when the product it was manufactured with had an obvious default definitely has me questioning how much they care about their customers or products. I love their product. Too bad their customer support and service had degraded over the years. I have four other locks in various places that have not shown this issue. I am sad the company doesn't value keeping customers over their warranty policy. Warranties coving parts and usage I understand. Something like this is beyond warranty. It's having pride in your product and standing behind it.

  Business Response

  Date: 05/26/2023

  The tone of this email is highly inaccurate. No one would say "to bad, so sad" to a customer and keep their job at ********************. ****************** spoke to our Director of Support and Enablement who did highlight that the lock was out of warranty. The manufacturer warranty is 1 year and this lock is 4 years old. RemoteLock is a software company that sells other manufacturer locks. 

   

   

• Initial Complaint

  Date:03/22/2023

  Type:Billing 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 have been using three remote locks for my Airbnb rentals for the past year, but unfortunately, I have never been able to successfully set up these locks on the remote lock platform. Despite contacting customer support on numerous occasions and setting up callbacks, I have not received any response from them. After several attempts and multiple unanswered tickets, I decided to cancel my service in July 2022 through their system, but unfortunately, there was no acknowledgement of receiving the request.Even after five requests to cancel from July 2022 to Sept. 2022, the automatic charging on my account continued. I had paid for approximately 14 months of "service," but I could not sync my locks to their system. In September, I had to put a stop payment on my auto payment credit card as Remote lock still refused to release my locks from their system. I discovered this issue when I tried to use another system.On Monday, March 13, 2023, I once again used their website to cancel my service, and I was prompted to give a reason for the cancellation. However, today, on March 22, 2023, I received a response from them stating that my account was suspended for non-payment and asking if I needed technical support to get my lock back on their platform. I do not need technical support, but I need my locks to be released from their system as soon as possible.I have been dealing with this issue for far too long, and it is now imperative that this matter be resolved immediately. Thank you for your prompt attention to this matter.

  Business Response

  Date: 04/03/2023

  RemoteLock had a total of 4 tickets from *********************** and we responded promptly every time.
  On 2 of the 4 tickets ******* was responded to within the same day when our service level is 48 hours. ******* has also scheduled appointments with us and not shown up on the allocated appointment time.
  
  
  Regarding the cancelation of the account, as a matter of practice RemoteLock instructs customers seeking to close their account on how to perform that task. It eliminates the risk associated with disrupting our clients business. An email providing the instructions on how to cancel her account was sent to ******* on 10/19/2022. There was no ************* out until this most recent elevation. When we later attempt to bill on her uncancelled account ******* began to shout at us to just close her account. At that time, given the elevated distress, our support agent received management approval to cancel on her behalf. 
  
  The account was canceled on March 23, 2023.