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:10/04/2024

      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.
      I ordered a Yale ****** ********** **** ***** (Keyed) in Bronze and installed in my home for less than 1 year. Since then, the lock has malfunctioned 3 times - there seems to be something wrong with the connection between the keypad and lock setting off the tamper alarm periodically.

      I requested a new lock on Sept 9th. After numerous back and forth between the Technical Support and Customer Service branches of the department (each referring to the other for solving the problem), I was granted a replacement lock under the Warranty. I then received an email from Customer Service stating the approved lock by Technical Support (Yale ****** ********** **** ***** (Keyed) in Bronze) is on INDEFINITE back order. I asked for replacement with similar model since INDEFINITE back order is a non-solution. Another round of back and forth between Technical Support and Customer Service each referring me to the other department, I am now being told that they approved a replacement for the INDEFINITE back ordered lock and case closed.

      I find this practice completely deceptive. INDEFINITE back order suggests to me that they are done with the lock and who knows when I would receive a new lock. The only rational solution is to replace it with a comparable lock. I have multiple email conversation documenting the ridiculousness of the my conversations reaching a conclusion that does not make any sense other than denying a customer her right to a new lock under the stated Warranty.

      I am attaching a snippet of the email exchanges ... there are many others as well starting Sept 9th.

      Thank you.

      Customer Answer

      Date: 11/05/2024

      I have had no resolution of this matter. Yale still has not honored their warranty policy. Can you help?

    • Initial Complaint

      Date:09/06/2024

      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.
      This is my 3rd yale nest lock , which i put on my home in *******. After a few months, the glass has some weird screen cracks and peeling. I would like a replacement I spent almost $250.00 on this lock. very disapointed.

    • Initial Complaint

      Date:08/12/2024

      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 a new smart lock which was defective. After contacting them many times, got a replacement which was also defective.

    • Initial Complaint

      Date:08/02/2024

      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.
      Yale assure smart lock 2 with wifi module is a wifi enabled smart lock, advertised to auto unlock and have wifi capabilities.

      This lock disconnects from wifi so often that these features are unusable. Yale support sent a non-functional bridge to fix the problem. They are claiming the issue resides with my wifi network. They claim they are unable to help. I am a network engineer for a **** ******* - it is not my wifi network.

    • Initial Complaint

      Date:05/20/2024

      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.
      Yale Assure 2 locks are faulty and continually locking people out. I’ve had so many issues with having to call them over the years to get this fixed and they constantly fail, with no patches to their software and apps. The reps are mostly all illogical and not knowledgeable, yet they will insist on wasting your time on things that aren’t real or accurate, while your guests are panicking outside locked out. Avoid this unethical company at all costs.

      They also say that there’s only a one year warranty for electrical parts, on a $300 lock, when both locks continually glitch and don’t work, including the replacements they sent in the first year. The first year their customer service was a bit better though it’s gone massively downhill. So spending $600 on locks that constantly lock guests out and impede business. It’s atrocious.

    • Initial Complaint

      Date:05/17/2024

      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 purchased a smart on or around October of last year 2023, about a couple weeks now this lock has been given myself and alot of issues unable to open the lock from outside using the code that I had selected. I went and purchased new batteries because I thought the batteries might have been the issue even after changing the batteries still having the same issue. On May 13th, 2024 I contacted the technical support for Yale smart lock, they guy went me through all troubleshoot the loch still not open. On the same day the representative informed me that he will be able to send a replacement and that he will email me with all the instructions. Same I received the email from him asking me to respond to his email with my Full name , Shipping Address , Photo of serial number, proof of purchase photo of damaged part, short video trying to operate the keypad, photo of the battery cover (inside) Photo of the lock (inside without the battery cover and keypad. I was able to email him all the information requested with the exception of the proof of purchased because since it has been quite a few months I am unable to locate my receipt, with that being said they refused to send me a replacement and I really do want a functionable lock because my wife gets home late at night time and feel afraid for her safety since the lock is not open from outside, and would like Yale to stand behind his product and send me a new lock.

    • Initial Complaint

      Date:05/08/2024

      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 purchased 2 yale ****** Locks November 19,2023. We had issues with the right of the gate. Had several conversations with tech and finally got them working. One lock has now completely failed. I have reached out to support. Provided them with all the information including, order date, means of purchased, shipping address, video of defective unit and credit card reference information. I checked out as a guest on their website and cannot find any emails with the order number, so they are refusing to replace the lock under warranty. I would like refunded for the locks as the other one doesn't work when the temperature drops below 15 degrees, and the other one has failed completely

    • Initial Complaint

      Date:03/19/2024

      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.
      Contacted company due to defective lock. They replaced it, however, the lock they sent is also defective. I contacted them via email and was told I have to call in. Now the problem is so bad that the door is barely ever locked, and at times won’t open.

    • Initial Complaint

      Date:03/14/2024

      Type:Product 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.
      I ordered ****** **** * With Wifi on ****** Nov 25, 2023. I installed the device 3 months later on Feb 16, 2024, after getting a house. The Wi-Fi module worked for a week that too the app was lagging at times. after a week, the lock keypad stopped making touch sounds and lost Wi-Fi totally. I reset the device as per support advice not having Wi-Fi. but since then, the module is not detecting any Wi-Fi names to connect to, and customer support keeps telling me to reset even though I've tried so many times. I've total 14 emails with them, but they have not been of any help besides resetting. After informing them that i will file a complaint with BBB then they replied to send a replacement but that has also been 8 days but no update or the replacement. The only reason I've ordered Yale was because the apartment I was living in had Yale included and it worked fine there so thought it was good.

      Customer Answer

      Date: 03/14/2024

      I've received the replacement of wifi module. So far it's working with a different device. I will not close the case as of yet to make sure it continues to work. 

    • Initial Complaint

      Date:03/08/2024

      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.
      My family's Yale lock started to malfunction with the screen touchpad becoming non operational to touch. The me noticed the unit was unlocking itself. I reached out to the Yale customer service team for a warranty claim as outlined on their website. Over the last week I have contacted Yale on six separate occurrences by phone and email. I have received a response by email only. I was informed that they would not assist unless I have the lock reinstalled the lock. The item is unsafe and that is not outlined in the warranty information.

    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.