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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

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Yale Locks & Hardware has 2 locations, listed below.

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:10/31/2022

      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.
      Over the summer I purchased a Yale Assure smart lock for my door. I installed the lock and it work for a few days but then stopped functioning. I contacted the technical support and they provided me with some troubleshooting. The troubleshooting did not resolve the issue. On September 4th they sent me the following email:
      "Thank you for your response.

      The order replacement case was created and sent to our customer service department to complete the order process.

      A pre-paid return shipping label will be forwarded via email. Please look at your inbox junk and trash, which is sent by our Customer Service department. Once you have received your replacement, please send the damaged lock back to our warehouse. You will have 15 days after you receive the new replacement to send this out.

      Please contact our Customer Service team if you have any questions about your replacement. The best number to reach them is ###-###-####. Please choose option 1. Monday through Friday at 8:00 am and 4:00 pm (EST). Or you can send them an email to [email protected]."

      I waited and never received the replacement lock. I contacted technical support again and they told me it wasn't their issue any longer and I needed to contact customer support.

      Over the last several weeks, I've sent multiple emails and called several times. The customer support hasn't replied or answer the phone.

      I simply want them to provide a replacement lock, as they said they would on September 4th or provide me with a refund.

    Yale Locks & Hardware is NOT a BBB Accredited Business.

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