ComplaintsforSchlage Lock/Allegion

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We had a schlage lock for a rental property in ******** (3 hours away from us). Last weekend, the lock wouldnt lock. We spent 45 minutes on hold with a customer rep. **** finally agreed to reimburse us for the lock if we bought a new one. We had it installed and the next day, it stopped working. We are now using the key. This is 3 hours away from us. We cannot go thru this every time because your products do not work correctly.We want you to reimburse us to get a locksmith to fix this for good. We shouldnt have to contact you each time the lock doesn't work and have to install a new one. How are you going to fix this issue so it doesnt' happen again?

  Business response

  04/09/2024

  We have been in contact in regards to case number CAS5139543. A refund has been issued for a defective lock and we are waiting on a locksmith receipt to look further into reimbursing on locksmith fees.

  Customer response

  04/10/2024

   
  Complaint: 21529336
  
  I am rejecting this response because: this is incorrect information. We did get the refund that was initially discussed prior to submitting this complaint. Per Schlage's request, we have chosen lock #3 for them to provide to us. If this lock does not work, I will be contacting Schlage for the final time for a full reimbursement of the last item and we will go elsewhere to purchase a working lock.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  03/08/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The smart lock Schlage is selling has defective electronics. The company is aware of the defective nature, yet continued selling to customers. I have 3 complete defective units. I was sent 2 replacements all stopped working within 6-12 months. They would send me units that were back dated to avoid honoring their warranty. From scamming customers by selling defective products to fraud by not honoring a warranty. I offered to send all the complete units back to them for a working unit or replacement costs.

  Business response

  03/14/2024

  Good morning, 

  My supervisor **** has been in contact with the customer. There is some additional information that we are needing in order to assist the customer. The first is the serial number. The serial number that he is providing has already been used for a prior replacement. The second item are pictures and the customer is not providing the requested pictures that we are needing and we also requested proof of purchase and the customer did not respond to that request. 

  I reached out to the customer myself and left a message to discuss further options. I would like to work out a resolution with him. 

  At this point I am waiting on a callback from the customer to assist in a resolution. 

  Customer response

  03/18/2024

   
  Complaint: 21407934
  
  I am rejecting this response because: They are lying I have provided pictures of all 3 serial numbers to them along with copies of previous emails with them over 3 years of complaints with their responses. 
  
  Sincerely,
  
  ***********************

  Business response

  03/21/2024

  In regards to the customers rejection of my response, I have tried to reach out to the customer three times to assist in trying to resolve his issue. I made a call to him on Friday March 15th, Wednesday March 20th and today March 21st. I am attempting to reach the customer so that we can come to a resolution for the issues he is stating that he is having with his lock/s. In order to help the customer we need to be able to speak to him to come to a solution. 

  Please have the customer reach back out to me. I have left my direct number for him to reach me each time I have called. 

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am writing to express my dissatisfaction with the customer service received from ********************, particularly from an agent named ***********************. On contacting their customer support center at 2:43 PM ET, I engaged in a conversation lasting 54 minutes and 11 seconds with *****. The issue at hand was the malfunctioning of the lock's keypad, which inconsistently recognizes inputs, typically faltering around the 5th or 4th digit of an 8-digit code.***** proposed reducing my keycode to 4 digits as a solution. When I voiced that this suggestion was unacceptable, she responded with a refusal to assist further due to my warranty having expired. This stance is perplexing, especially since Schlage's own listing on Amazon advertises the product as "Backed by a limited lifetime mechanical and finish warranty," with further details available in Schlage's warranty documentation. *****'s refusal to assist on the grounds of the issue being electronic is baffling and seems inconsistent with the warranty's promise, especially for a product that is inherently electronic in nature.This experience leads me to believe that the warranty's presentation may be intentionally misleading, a practice that is both unfair and unacceptable to consumers. I am seeking a resolution to this matter and a reconsideration of the warranty terms as they apply to electronic components of Schlage's locks.Amazon website: *******************************************************************************************

  Business response

  02/07/2024

  We have reached out to this customer by phone and email. We are shipping a replacement to them and they should receive it by Monday. 

• Initial Complaint

  12/31/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased Schlage BE499WB CEN 619 Encode Plus WiFi from Amazon on October 16, 2023. I had a locksmith install the lock and I assumed there should be no issue. On Dec 22, 2023, only two months after the lock is installed. The lock is jammed from the inside. My pettsitter and my pet were locked from inside the apartment. We tried every way, the battery is 90% full and tried to reconnect to the app. In the end, we had to call emergency locksmith service to remove the lock and replace it with a new lock. It is frustrating to see a lock cannot perform its simplest function - lock and unlock. The customer service is taking about 7 DAYS to respond to ONE message and we still have not reached a resolution. Our reference number is CAS4962528. We spent money installing the lock, additional fees for the petsitter, emergency locksmith service, and money on the new lock. We hope to get the fees reimbursed and refunded for this lock. We hope BBB can warn customers of this model of the lock.

  Business response

  01/03/2024

  We spoke with this customer and she seems to be satisfied with the outcome of this case that has already been set up. She is receiving $75 refund and a replacement lock. 

• Initial Complaint

  11/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchaed a Security Door in April, 2017 that has a Schlage lock on it. The lock has stopped working and I did lubricate it but that did not work. I called the door manufacturer (First Impression Ironworks in *******) and they said the lock was probably warranted and gave me the information to get in touch with Schlage. I filled out the Schlage form and included a photo and e-mailed on 11/3/23. I have made 4 calls to them but had to hold for 30+ minutes with no response. I sent a follow-up e-mail on 11/8/23. **************** is really bad and i need a lock for the security door. I have attached a photo of the lock and this is the same photo send to Schlage.

  Business response

  11/13/2023

  My Supervisor reached out to the customer and determined that this is not a Schlage lock. She assisted him in finding the possible make of the lock. 

  Customer response

  11/13/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  11/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have reached out, and I have a case number CAS4840554 have gotten horrible customer service and response time Ive sat on the phone for more than two hours just listening to music with no live person and have sent multiple emails to get this problem resolved We purchased this lock in 2017 it carries a lifetime warranty according to the company Im also a builder who has installed and supported this product for years and now I feel horrible for my customers that I have sold and supplied this to not knowing that the warranty meant nothing Was told they could not warrantee my item because I was not the original purchaser. Which is incorrect. We sold our home and remove the lock and brought it with us to our new home. All we want is this lock replaced? The finish is failing and the interior components quit working properly. Cannot seem to get a response.

  Business response

  11/03/2023

  Above referenced customer has been sent a replacement under warranty. Tracking number is 1Z6910460395410704 and is being shipped by **** *** is showing a delivery date of today, November 3rd by 7:00 pm. 

• Initial Complaint

  10/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  April 2020 I ordered the Schlage Sense Smart Deadbolt on Amazon.com (Attached). We've had no problems. Fast forward to Oct. 2023, and we now have what is clearly a mechanical failure inside the lock, as the lock continuously jams. Unlocked there are no problems. The app works fine, the keypad works great, and the manual locking works great as well (meaning they all function as they should). However, when the internal motor is triggered to lock the deadbolt, the pin will extend almost entirely, and then you can hear the motor jam. When this happens, the motor locks up and we have to use a lot of force trying to manually turn the lock to get the pin to revert back to the unlocked state. So Monday, October 16 I called Schlage Customer Support and followed all of their steps, including submitting pictures of the inside, outside, and side of the lock mounted on our door, and walking through a few short troubleshooting processes with the representative. She was quick to state it was an electrical issue, even after having my phone on speaker so she could hear the jamming that was happening. Even with all of this, she claimed it was an electrical issue, falling outside of the 3-year warranty. Yet there are no electrical problems with the lock, as everything triggers appropriately and is reflected properly in the app. It is clearly a mechanical issue, as something is jamming inside of the lock.I am appalled at the lack of customer service or attempts to make it right considering the cost of the lock. The representative even said the finish and everything else about the lock looked great, "...but, sadly we cannot help you." That is not what I would call a resolution to a problem, and it's especially ironic since their warranty introduction on the site says "...its not just lip service. Were staking our 100-year reputation on it. Schlage stands behind its products and will continue to do so with a limited lifetime mechanical and finish warranty."

  Business response

  10/20/2023

  We have been unable to reach the customer via phone or leave a voicemail.A replacement lock has been ordered under CAS4832421 I have upgraded her BE479 to a BE499. I have emailed her with the replacement confirmation and am awaiting her reply.
  

• Initial Complaint

  10/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I've tried 3-4 times (phone and email) to contact Schlage Customer for warranty parts on 3 locks. I've sent pictures and explained how the bolts are jammed and will not retract back into the door. I just want my replacement parts.

  Business response

  10/10/2023

  There was difficulty in getting a hold of the customer due to him being in an area in which he did not have signal. We have sent the requested replacement parts.

  This has been resolved. I am sending the customer three replacements latches under **********. 

   

  Customer response

  10/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  09/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We purchased a home a few months ago. The home has Schlage entry locks, deadbolts and one keypad lock. After we closed, we hired a locksmith to come and rekey the exterior door locks and help change the keypad. The keypad lock is mechanically damaged. The rear entry door is mechanically damaged. Both cannot be repaired by the locksmith. The locksmith also pointed out that the brass finish to most of the entry doors is now bad. He informed us that Schlage has a lifetime mechanical and finish warranty. With that information, i went to the Schlage website and read the warranty information. The information is the same - Schlage has a lifetime mechanical and finish warranty. I willed out the claim information and submitted the photographic evidence that Schlage requested and submitted the same. I received an automated response that the information was received and that I needed to send them the [photographic evidence and other information. Of course, I responded that I have already submitted it. To that email submission, I received another (identical) automated response from Schlage. Since that time, I have attempted *** contact the company by phone (endless phone loops and on-hold music) and DM via their ******** page. To date, I have had no response to this warranty submission.

  Business response

  09/20/2023

  Contact has been made with the customer and arrangements are in place to assist the customer. Please see email describing contact below. 

  ********,
  
  I have made contact with customer and explained our warranty is limited but will offer a onetime accommodation. This is for the inconvenience of the warranty inquiry. Its 4 doors and I think it is three FB50s and one F51.
  
  I searched for the customers email in the consumer.schlage archive but found no such email so not sure what happened. Customer is sending the photos and email correspondence she received.
  
  Sincerely,
  
  *******************
  Tier 2 Residential Product Support  / ResPro Solutions Support

  Customer response

  09/20/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me.  Schlage was able to find my original complaint (see attachment) and was able to verify details.   appreciate their accommodation and explanation of the limited warranty.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Door lever brown. Emailed them pics and as they requested receipts but they never got back to me. Call them and all I get is a music. Over 1 hour for nobody to pick up. Sent pics of the broken door lever and followed all instructions. A complete joke of a company

  Business response

  09/13/2023

  Hello, a supervisor has reached out to the customer and have issued a replacement under case number CAS4750299. 

*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. ↩