Skip to main content

We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Lock Manufacturers

Yale Locks & Hardware

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Lock Manufacturers.

Complaints

This profile includes complaints for Yale Locks & Hardware's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Yale Locks & Hardware has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    Customer Complaints Summary

    • 32 total complaints in the last 3 years.
    • 12 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/01/2025

      Type:Product Issues
      Status:
      Unanswered
      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 a Yale lock in July 2024. I’ve had nonstop issues with this lock. I’ve called before to have a replace never was replaced. Change thebatteries the sensor stopped working on and off now two days ago my lock completely shut down leaving my house with no lock and no security I have three minor children. I called Gail and told them about the situation went through all the steps sent them all the information and I called multiple times and get the same response that I’ll be getting an email and do not receive an email on top of that. They’retelling me that they’re only gonna replace the motherboard in the back. I want a whole new lock replace because the whole entire lock system is working and nobody is helping me after I paid $300 for this lock.

    • Initial Complaint

      Date:05/05/2025

      Type:Product Issues
      Status:
      Unanswered
      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 purchased the Yale Smart Delivery Box with Wi-Fi and Smart Keypad **** - Delivery Box / Wi-Fi and Bluetooth / Manor Gray for $192.39 on April 8, 2025. I received it on April 18, 2025. I contacted customer service on April 22, 2025, as I did not receive the adhesive strip or mounting bracket (online instructions found here: ****************************************************************************. I was informed that the lock does not come with an adhesive strip and "people mount the bracket using velcro, otherwise it's a standalone keypad." I informed the representative that the paper instructions appear to show a mounting bracket and clearly state adhesive is included. I was informed that no one calls to say they didn't receive adhesive and was again told that adhesive is not included. The linked instructions state the following:
      What's In The Box
      Smart Keypad
      2 AAA Batteries
      Adhesive Strip
      2 Screws
      2 Anchors show
      I called again on April 24, 2025, as I did not see the Delivery Mode option. I also inquired about the mounting bracket and adhesive. The representative again stated that adhesive is not included in the box and recommended that I use velcro. They sent me an email requesting a photo of the parts that I received. While we were on the phone, the representative also stated I could send a screen recording of the app showing that I did not have the Delivery Mode option. I was told a timeframe could not be given to resolve my issue, but that they would monitor it. I called again on April 29, 2025, to request a return label. I was informed that one would be sent by the end of the day. I also spoke with a technician who tried to troubleshoot the Delivery Mode problem. It did not work. I called on May 1, 2025, as I did not receive the label; however, the call went unanswered. I also sent an email that same day. Someone followed up that same day asking for the reason for the return to which I replied. I still have not received a response.

    • Initial Complaint

      Date:04/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Hi. I reached out to Yale customer support to ask if the assure sl lock I had would work in a multi family building. I was assured it would, even when I asked if there was an issue with the fire department. I have an email chain that says this lock would work. We installed it, and were told it does not meet code. When I wrote back to ask customer service, they apologized and sent me models that will work. I asked for an exchange or discount and was told they could not offer that.

    • Initial Complaint

      Date:04/16/2025

      Type:Product Issues
      Status:
      Unanswered
      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 went out of my way to order directly from Yale’s website instead of grabbing these locks at **** ***** because I needed three deadbolts with matching keys, and this is an option you can specifically select on their site. I checked the box. And they still sent me three completely different keys.

      There was no way to test the keys until after they were installed. I paid a handyman more than the cost of the locks themselves to install them. So now, thanks to Yale’s incompetence, I have to hire a locksmith (again, at more than the cost of the locks) just to fix something that never should have happened in the first place.

      To add insult to injury, Yale’s customer service was unhelpful and rude.

      This isn’t just a minor inconvenience—it’s a complete failure of quality control, customer service, and basic accountability. If you value your time, your money, or your sanity, buy a *******.

    • Initial Complaint

      Date:02/27/2025

      Type:Product Issues
      Status:
      Unanswered
      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.
      Yale violated *** laws regarding product cancellation when they were unable to ship a product within 30 days, and refused to provide a specific ship date or allow me to cancel my order. Order was placed on 11/19/24, I started requesting cancellation in December of 24, then filed a credit card dispute, and as soon as I responded to the vendor in the credit card dispute, magically my order went out. Still waiting to see if my credit card will stand by the law and not charge me for the order after I requested it to be cancelled multiple times over the course of January and February of 2025.

    • Initial Complaint

      Date:01/17/2025

      Type:Product Issues
      Status:
      Unanswered
      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 purchased a Yale Lock 11/4/2024 order # ******. Received the lock 11/14/2024. Installed the lock 12/4/2024, the keypad did not function, so I contacted technical support, they walked me through a keypad reset procedure that seem to fix the problem. 12/6/2024 problem reoccurred so I followed instructions and sent a video as requested. Yale stated they would replace lock ******** replacement order ticket. Sense than I have gotten several excuses like order was picked ready for shipment, held up in customs. I have called customer service a 1/2 dozen times and am told they will send the warehouse an email asking to expedite. Last email response 1/14/2025 stated an email was sent to the warehouse ********- Replacement Order Ticket ************** The lock not working limits access to my house and has been going on for over a month.

    • Initial Complaint

      Date:12/17/2024

      Type:Product Issues
      Status:
      Unanswered
      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 a Yale Lock in May 2024 from **** *****. The lock stopped working in December 2024. **** ***** informed me to contact Yale since the lock is under warranty. I contacted Yale, the confirmed that the lock is under warranty; however, they informed me that they don't make this lock anymore and the parts to fix it are on back order. I requested for them to change the lock to the new model but they refused. This lock is for the side door to my house, and I need it fixed.
      Simply, Yale did not honor their warranty

    • Initial Complaint

      Date:11/27/2024

      Type:Service or Repair Issues
      Status:
      Unanswered
      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.
      The Yale ****** 2 WiFi locks have issues with reporting battery power exclusively by WiFi and rely on ********* communication to transmit battery levels, which are hidden from the end user of the app. This has to change. We need to see the battery levels on the app regardless of connectivity and be notified appropriately when the battery needs to be changed.

      Additionally, the lock should have the option to unlock with both a code AND fingerprint for additional security to confirm instead of one or the other.

      An Android wearable app also needs to be on the roadmap somewhere for these locks. I feel Yale caters just to ***** and doesn't care about non-***** users.

    • Initial Complaint

      Date:11/27/2024

      Type:Product Issues
      Status:
      Unanswered
      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.
      Bought yale smart lock from ****** in July and it became completely unresponsive after only 3 month. After numerous email exchanges with their customer support they agree for replacement. However it has been 15 days since that and the replacement is still pending and they are not giving any estimate on shipping date.

    • Initial Complaint

      Date:11/18/2024

      Type:Product Issues
      Status:
      Unanswered
      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 a Yale lock that’s 6 months old. It is defective and stopped working. I contacted Yale/August about it. And after spending a day arguing with them I finally got them to honour the manufacturer warranty and send out a replacement. The shipping they claim is Free. But, when ***** came to my door they wanted me to pay $56.88 in duties. I refused the parcel and contacted Yale/august. So far they refuse to honour the free shipping and cover the full cost of the defective electronic being replaced. They just tell me it’s Canadas duties and then ignore the situation. I want either my lock replaced properly and fully as they are supposed to do. Or I want full return and refund for this lock.

      Customer Answer

      Date: 11/20/2024

      I have been trying to get a supervisor since Monday. They refuse to get one for me. They keep gaslighting me & telling me one will call back. But never does. I still haven’t gotten my money back for the duties they said they would pay me. I still haven’t gotten the ******** tech call they said they would do to help set the lock up. They also aren’t responding to my emails anymore. I am reaching out everyday so far & getting ZERO help from them. Just a bunch of empty promises. 

    Yale Locks & Hardware is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.