ComplaintsforSchlage Lock/Allegion

• 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. 

• Initial Complaint

  07/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased an electronic lock April 2019. I recently contact Schlage about the lock being unresponsive at times. After 2 calls and 1.5 hours wait time, they then told me the electronics were only warranted for 3 years, not covered by the limited lifetime, but offered no other resolution. Not even a discount to replace it. They assumed it is the electronics and did nothing to back their product.

  Business response

  07/12/2023

  The customer is going to purchase a replacement and provide receipt for reimbursement. The case number is CAS4637155; please let me know if you have any other questions!

  Customer response

  07/12/2023

   
  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

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a very expensive door lock that worked for about a month then stopped. It has a warranty for at least a year so I contacted customer service. They take absolutely forever to respond in between emails. So over the course of 3 weeks they asked me to try some things on the lock, send pictures, videos, codes from the lock, etc. Always sending more things to try or more requests from me about the lock that doesn't work. So after 3 weeks of not having the lock that I need because it doesn't work and they're slow to help they tell me that I can get a replacement lock in THIRTY DAYS! So that will be a total of almost 2 months without a lock. What is the warranty good for if it takes 2 months to get help when it doesn't work. I let them know I have people who rely on that code lock to enter my home for dog sitting/walking, etc and I cannot wait a total of 51 days for a working lock. They ghosted me and refuse to help anymore. I think that's an unfair amount of time to wait when I could go to the store and get a different lock today. Or I should have never wasted my money on their product to be out the money without a working product for so long.

  Business response

  06/14/2023

  Good afternoon,

  Please see updated notes regarding recent conversation with customer. 

   

  Hi ********,
  I reached out to ***** and she has agreed to purchasing a replacement and receiving a reimbursement instead of waiting for the replacement already ordered. I set up the refund under case number CAS4589455 and a cancel case under CAS4589604.
  Let me know if you have any questions.
  Thank you,
  Lynette 

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a Schlage Camelot Trim Keypad Deadbolt paired with ************************** Lock from ********** in April. I installed it and it worked well for a week. Then the lock would only lock the door, but not catch to unlock. I was told since my product is under Schlage warranty I had to cal Schlage, which I did on April 14, 2023. The customer service/warranty rep made me run through a bunch of tests and then she verified that their lack was faulty and she would be sending me a new replacement. The replacement was supposed to arrive within **** business days. I emailed on business day 10 and asked for a status, no response. I followed up again May 5th, no response. So now we are 17 business days later, I have no lock, cannot get a response from customer service and this is unacceptable.

  Business response

  05/09/2023

  We have been in contact with customer, a reimbursement has been set up for him. 

  Hello,
  Looks like ******* did the right thing quoting **** business days because she ordered a BE365RF but of course those went under quarantine and did not ship.  I do see the customer emailed to consumer support on 4/27 but do not see ******** name in the case title although ******* does have a task in the customer contact timeline she may not have reached out because the customer then emailed on 5/7 stating he had still not received a response.
  The customer then called in yesterday 5/8 and received *******************  She did a cancel case for the BE365RF and had him purchase for refund which I approved this morning for $168.54.

  Customer response

  05/10/2023

   
  Complaint: 20031536
  
  I am rejecting this response because:

  The response is not completely true.  The reimbursement they claim to have set up for me does not allow me to login and keeps telling me my case number is invalid.  I'm not sure what games they are playing, but they have been anything but truthful in all my interactions with them.

  First, they told me they had the lock in stock on my initial phone call back in early April.  Then they not only never responded to my emails inquiring about the replacement lock that never came as they confirmed it would, but on their response here they said "she ordered a BE365RF but of course those went under quarantine and did not ship".  What does that even mean "of course they went on quarantine" And quarantine for what? It was confirmed in stock and it was April 2023, nothing is going on "quarantine"

  I had to email 3 times and call and finally spoke to a rep who claimed she would give me a refund. But the refund they sent me is no working so they did NOT refund me anything.  And to top it off, my front door lock has not worked in almost a month because of Schlage.

   

  
  
  Sincerely,
  
  *******************

  Business response

  05/11/2023

  Spoke to customer yesterday to clarify information needed to process refund. According to portal, customer has received refund. I called customer this morning to confirm and there was no answer. Voicemail left. 

  Customer response

  05/12/2023

   
  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 is still a company I would not recommend 
  
  Sincerely,
  
  *******************

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company should not be operating in ******. I purchased a lock from them that failed in less than a month . My new born baby was inside the home when the lock failed so I had to break through the lock to access my home, because the locksmith was going to be more than an hour. ********* told me the door and lock are inoperable after arriving because i damaged it when accessing my house. When I called customer service they said they could replace the $170 lock for me, but nothing for the other costs related. I spent over $4000 on purchasing a new door and lock and installation services. Not to mention my new homeowners warranty may be affected by this incident. Anywhere you look online, this company seems to have major issues with their locks. This was also mentioned to me by SEVERAL locksmiths i visited after this. I called customer service to work with them, and asked if they could at least replace the bulk of the cost (door) which cost me $2,500.00 and they refused. The agent told me he would get back to me that day after speaking to his manager, and he got back to me in 2 days. When I tried to email him, his inbox was conveniently full. Do not purchase their products at all because if you have to forcibly enter your home because a BRAND NEW LOCK malfunctioned to comfort your new born, they will not care. It does not seem like they even work to improve their products AT ALL.

  Business response

  03/28/2023

  This customer has been in contact with our *************** to reach a resolution. Please see email below. 

  Good morning ********,
  
  Thank you for sharing this with me. We are dealing with this consumer via email and phone. Please ****************. 

• Initial Complaint

  03/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My Schlage lock has malfunctioned in July 2022 and I contact warranty. ******** ordered a replacement and gave a case number CAS4025069 with shipping date in Aug 2022. Since then, Schlage allegion consistently delayed the replacement order with no reason and full of excuses. This is March ********************************************************************* April. I believe that Schlage Allegion does not want to fulfil warranty and they are lying to customers like me with fake lifetime warranty. Given it has been almost 9 months to fulfill warranty, I am reaching out to BBB to file a compliant. Schlage cannot be trusted anymore and our home is without a smart lock that we spent over $300 to buy.

  Business response

  03/14/2023

  Case CAS4418249  created for the customer. Replacement lock being delivered tomorrow via **** Attempted call to customer and was not able to connect. Left a voicemail message. 

  Customer response

  03/15/2023

   
  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

  02/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We have a new home, 17 mo old, with a Schlage Wifi lock on the front door. The same non-wifi lock on the door to the garage. The lock failed in December,. Could not get through on the phone, as everyone on their FB will attest, so I messaged them on FB, Again, multiple pings to get a response. Finally 2 suggestions how to fix the lock. The second did not explain how to perform the fix. There seems to be an issue with weather in ******* for some of these locks as there is corrosion on the inside. This was the text message""Unfortunately, we are experiencing extended lead times due to unexpected supplier related issues, but we will maintain our warranty commitment. We estimate to resume shipments in 3-6 months or we can process a refund if you purchase another of the same model from a major US retailer and provide an image of the receipt. Please let me know what you prefer." I need at least the Wifi lock replaced if not both. I have ZERO confidence that if I buy a lock from Amazon and PAY ti have it installed, that I will be reimbursed.

  Business response

  02/06/2023

  We have reached out to the customer with the below response...

  I have sent them the instructions to un-install their lock.They have been offered a replacement, refund, or reimbursement for their Encode. I have also let them know they will not be reimbursed for installation fees.
  I am still waiting to hear back for which route they would prefer to go.

   

  Customer has responded stating that they are away from home and will respond when he responds. 

• Initial Complaint

  01/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  Opened a case on 10/28/22 due to flair lever broken on a Keypad Deadbolt with Plymouth trim paired with Plymouth trim handle set and flair lever. On 11/01/22 they replied with the case #CAS4182675 and said a replacement would be sent and should be delivered in 2 to 4 weeks. On 12/12/22 I sent a reminder that I have not received the replacement, the answered with an apology and a new promise to send the replacement, this time a delivery from 7 to 10 business days, today 01/03/2023 I have not received the replacement still and I called the number they provided, been waiting for an answer for more than 30 min and no success. Every call is the same. I will really appreciate any help you can provide as I am not able to open my front door from inside.

  Business response

  01/11/2023

  Good afternoon,

   

  I have tracked this order and it was delivered to the customer on Monday. The *** tracking number is 1Z6910461294934071. I have attempted to reach out to the customer and their voice mailbox had not been set up yet. I have reached out by email as well. 

  Customer response

  01/12/2023

   
  Better Business Bureau:
  

  Yes, I received the replacement part on Monday. Thanks for your help!

  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  called schlage customer care for a dead entry lock on my front door, after several attempts finally got through to them. they said they would ship out a new keypad right away. waited a week and was told it will be 6 months. not acceptable as i cant lock my door now. honour your warranty or refund the customer.

*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. ↩