Complaints

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

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  Yale Locks & Hardware

  225 Episcopal Rd Berlin, CT 06037-1524

• 

  Yale Locks & Hardware

  110 Sargent Dr New Haven, CT 06511-5918

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:01/12/2024

  Type:Product Issues
  Status:

  UnansweredMore 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 contacted this company on multiple occasions regarding a Yale smart lock failure, this is the second lock (******) to fail during the warranty period and this company engages in a pattern of emails which are routed to a different person each time and the warranty issue is never resolved.
  
  There are two seperate case id’s ******/****** and neither has been resolved despite numerous assurances that a replacement lock will be sent out and after several days the company closes the file, but the issue is unresolved, ****** searches online appear to show this as a tactic used to frustrate consumers and not resolve warranty issues.

• Initial Complaint

  Date:01/10/2024

  Type:Product Issues
  Status:

  UnansweredMore 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've been trying to get a replacement lock under warranty for the past 2 months. This company is very lazy, 11/27 they submitted the order replacement after multiple 1 hour calls and emails its 1/8/24 and I still have not gotten anything. I want my money back or a replacement, ya need to stop offering things under warranty and then not come through with it. I asked multiple times to have this ship ***** or **** and folks don't seem to get this. I'm not asking for rocket science and can cover the cost of shipping if thats required, just tired of having to chase people down for something that should be straight forward.
  
  I keep getting told to call the ###-###-#### and every time I call it goes straight to voicemail, these folks never call back either.

• Initial Complaint

  Date:01/02/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  2022-05-25 purchased **** x Yale Lock $324.08
  2023-09-07 Lock breaks trapping me inside my apartment. I disassemble lock to remove and find broken lock.
  2023-09-08 ******/**** direct me to Yale for warranty repair
  2023-09-08 email Yale, reply says to reset lock doesn’t address the broken part
  2023-09-10 email exchanged with Yale regarding purchase info, etc
  2023-09-11 Yale replies customer service will issue a replacement
  2023-09-12 Yale replies customer service has issued a replacement order #*** ****** and to expect a replacement within two weeks.
  2023-10-06 I email Yale saying it hasn’t arrived
  2023-11-13 I email Yale saying it hasn’t arrived
  2023-late November, I leave two voice mail message on the Yale customer service phone number because “all agents are busy”, no reply
  2023-late November I speak with a Yale representative who confirms that the item should have been sent but doesn’t see it having been sent. They said alternatively I can order a new lock, do the exchange, and then sent back the old lock for the full refund.
  2023-12-03 I place the order # ******** $288.47
  2023-12-08 I receive new lock
  2023-12-18 I replace the old lock with the new lock, it works
  2023-12-21 I request RMA number to send back the old for the refund. No reply.
  2023-12-27 I spoke with a Yale representative who said the info to buy the new lock and return it is wrong but he’s in tech support and customer support needs to deal with this and to call them. I tell him I’ve done that but never received a call back. He says there is nothing he nor his supervisor can do. He transfers me to them and again “all agents are busy” and leave a message with no reply
  2023-12-29 left another message at the Yale customer service line. No reply
  
  I need an RMA number so I can return the defective lock and receive my full refund of $288.47

• Initial Complaint

  Date:10/18/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 reached out to the company for a warranty replacement which was provided with minimal effort. However, upon receipt, I realized the replacement came defective. The latch does not align with the lock, and lately it does not close the entire way. I end up having to unlock and lock again. At night it makes me worry, I do not feel safe. I have a little girl and boy, and they’re closest to the front door. I have the email where I let the representative know and he swiftly responded advising me to call customer service. I am not here to chase a warranty. Honor it, and provide me a working unit. And honestly, at this juncture I would accept additional compensation as we are living every day on edge, in case I forget to check our smart lock in the morning and evenings to ensure it is secure

• Initial Complaint

  Date:09/25/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 recently purchased a couple of yale locks, mainly for their homekit integrations. Long story short, due to misleading information on the website the locks will only work with homekit under certain circumstances that are NOT disclosed on the website. On Friday, I called technical support, after long conversations with a rep and supervisor they admitted that information is missing, in regards to homekit compatibility and offered to send me a 30% discount code. Of course I never received the discount code in my email so I called back today and again received very poor customer service and was informed that they wont send me the discount code (for no good reason). I can’t begin to explain how poor of customer service that is, for a supervisor to promise to send you a discount code and never do and then on top of that when I call back to have it sent, to be told they are no longer going to provide me one. On top of all that, these “technical support” agents and supervisors have NO knowledge about Yale products and they were all giving me conflicting information. One would tell me one thing and another would tell me something totally different. This is by far the worst customer service experience ive ever had with a company and thought you should know.
  
  Because of this poor customer service, Im probably just going to return my yale locks and the chances I will ever buy a yale product again are slim and will probably discourage others from buying.
  
  If it were my company then I would want to be aware of the poor customer service my representatives and supervisors are providing to my customers.

• Initial Complaint

  Date:09/14/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 paid $282 in April and $240 June (replaced) of 2022 for 2 smart locks (one for our ****** and one for our Home) that both FAILED as of result of Yale's poor quality products. It was not user error or improper installation. My father who installed them is an actual Locksmith and has been one for the last 25yrs. The first lock's motor went out and would not lock or unlock and they replaced it on 8/1. Without warning the second lock failed to turn on 2 nights ago. It just literally stopped working, the app says unlocked but the front keypad does not light up (touchscreen) but still gets power because the inside light under the battery cover comes on when I change the batteries. I contated Yale customer service and was told that the product has a "limited" life time warranty but my issue is only covered for 1yr. It's a LOCK that costs $282 there is no way it should stop working in not even 5yrs. It is not even a techenical issue its their faulty products. The lock gave us zero indication that ANYTHING was wrong with it. It worked perfectly fine until it didn't. Apparently this model is discontinued and as I looked for possible solutions I came across many others who are having this same issue. I feel totally scammed.

• Initial Complaint

  Date:08/02/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 purchase 5 Yale ****** Locks and I can no longer control 4 of them since July 24, 2023.
  These are all for Short Term Rentals and I’ve now spent about $300 paying for assistance trying to work around an issue they can’t seem to resolve or offer the correct support.
  The 4 locks I can no longer control are in ******** **** *********** ******.
  
  They claim it’s because they no longer support locks out of the country, but that doesn’t stop the fact that I brought their product with that intent to control the locks out of the Country.
  
  I asked since the locks no longer work as intended, can I get a refund to purchase locks that will work out of the country, and they said “No”.
  
  So now I’m stuck with a $1,000+ purchase of 4 glorified deadbolts.
  They are completely useless since I can’t add codes for guest that are visiting.
  I now have to pay someone to wait for guest to arrive and give them a key.
  
  The last call I had with them, they told me to contact Assa Abloy for assistance.
  I asked for a direct number and they couldn’t even provide that.
  
  The catch to that is you can’t even find a direct number to Assa Abloy.
  The numbers I’ve found, no one answers.
  So, I’ve attempted to contact support through their web site and the only thing you can do is submit a form request. Which I might add, they don’t call you back or email you back.
  
  So, all I’m asking for is a refund, so I can buy locks that will work out there. I already have one that is working there from another company. So, I’m asking them to stand by their product. If it fails to operate as intend, issue a refund or fix the problem.
  
  Stop passing the buck, be responsible for your product.

• Initial Complaint

  Date:06/15/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 four Yale Smart Locks w/ Touchscreen and Wi-Fi in early 2022. I wanted locks that worked with Wi-Fi and had ****** ****/***** ***********. They made those claims. After buying the four locks, I have had nothing but trouble, and their customer service has tried to help, but has never provided a satisfactory resolution. Specifically:
  
  1) The locks would rarely work correctly through ****** ****** perhaps 1 out of every 10 tries. Support would either blame it on my Wi-Fi or on Amazon (note that I have over 100 other Wi-Fi devices without any issues). They never resolved this.
  2) About once per month, I would have to factory reset one of the locks or one of the Wi-Fi bridges in order to keep things working through the Yale Access app.
  3) One of the locks specifically had numerous issues, such as beeping and overheating. Each time it would require a factory reset and/or fresh batteries. I went through 6 sets of name-brand batteries in this one lock in about 14 months. I missed the return window by 2 months and they refused to help.
  
  In summary, I had one bad lock, and general issues with Wi-Fi and Alexa. The issues were not resolved. Tech support told me that any time there is a power outage or my Wi-Fi router restarts for any reason, it is expected that I would need to go and factory reset all of my locks.
  
  I hear these are OK for some people, but if you plan to use these with Wi-Fi and/or ***** I think it is a very poorly designed product with very poor tech support. For me, I have since replaced the bad lock with a non-smart keypad lock for about 85% less money. I'm continuing to deal with the other issues.

• Initial Complaint

  Date:02/09/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Starting Dec. 23rd I called in regards to complications installing keyless entry doorlocks. Called for help and tech couldn't help to get it working. Tech scheduled a video call, never called. I called and they said I didn't have an Iphone so they didn't call. They scheduled another video call, but never called. I called many times following up and I ultimately was told I would be refunded entire purchase. I've called multiple times since asking to speak with a manager. No one will call back to resolve matter. I've documented call dates and times along with details. Today is 2/9/23 and I've been waiting since 12/23/22 for a total of 49 days to get my problem resolved.
  Attached are the letter confirmation of the reimbursement sent by the tech manager(Ariana A). Screenshot of calls I've made to company(customer service dept) and written call log with details of calls. I will have to find the call log to the tech department. They have a different number and I'm not sure which one I called to pull up the log at the moment...

• Initial Complaint

  Date:11/09/2022

  Type:Delivery Issues
  Status:

  UnansweredMore 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 placed an order (********) last week (11/05/22) with Yale. I paid extra for **** next day air, as I needed my product asap.
  
  Today, 3 days later (11/08/22), I still haven't received my order. I sent the company 2 emails regarding the status of my order, and never received any responses back.
  
  I called them about 6 times in the last 2 days, and only received a recorded message that no-one is available at this time, and to leave a message. Each time I called, I gave them the reason why I was calling, the order number, and informed them I paid extra for next day (****) mail, along with my full name, and phone number.
  
  To this date, I haven't received one response back from my calls either.
  
  I also tried to see if there was a way I can track my shipment; nothing! All I ever received from them, and received it when I placed my order, was confirmation that my order was received, and the full amount was charged to my credit card on file.