ComplaintsforSchlage Lock/Allegion
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
09/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
My Schlage lock failed after 1 day. Every time I call customer service Im on hold for over an hour. I finally got ahold of someone on 9/9 who promised to ship me a replacement. Never did. I followed up again on hold over an hour. No record of the prior conversation. I forward them screenshots of all the emails from me and Schlage customer service including incident #, all of my phone/mailing info, multiple photos of the lock. Still no response. Cost me hours of my time running out to cut physical keys for the failed lock and hours on hold while customer service did nothing but waste my time over and over.Business response
10/05/2022
We have been in touch with the customer. Customer was upset due to not receiving any update on tracking. We have given her an estimated lead time and she was fine with the wait time after speaking to her.Initial Complaint
09/16/2022
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I had a locksmith install a Schlage deadbolt and doorknob/lock about 3 years ago. The lock has a limited lifetime warranty. I've called into the customer support line several times and stayed on hold for up to half an hour with no response. Additionally, I've emailed the customer email ******************************************* 3 times and included the required information -- videos of the issue -- and have not heard back.Business response
09/20/2022
Hello,
I have reached out to this customer and have set up case ********** to send him a replacement latch for his F51 keyed entry lock. This customer is satisfied and taken care of.Initial Complaint
06/16/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
We purchased a "schlage Camelot bright brass electronic door lock with accent door lever featuring flex lock" from ********** on 12/3/19 for $126.57 (Order#W846676039). This faulty lock failed and caused us to incur $202.50 in locksmith fees while creating a serious and dangerous security issue for our family. We are demanding to be sent a prepaid return S&H label and are also demanding that Schlage refund of all of our expenses including: $126.57 for the defective lock AND the $202.50 in locksmith fees we were forced to incur as a direct result of their defective product. The total refund we are now owed by Schlage is $329.07. In the event that our reasonable demands are not met in full within 4 days of Schlage's receipt of this complaint from the BBB, we will file a complaint with the ****** ************************** asking for an investigation to be opened into Schlage's business practices in our state, and we will also contact **** to reverse the charge on our credit card for this product that has compromised our safety in our own home. Schlage refuses to answer the phone or respond to emails; not only in our case, but in many others pursuant to multiple complaints about this company online. Schlage has committed fraud against us in refusing to honor their written warranty. Selling products that compromise someone's security and safety in their own home is a crime in and of itself, and Schlage needs to be held accountable for their actions.Business response
06/21/2022
In regards to the above complaint, we have contacted the consumer and have come to a resolution. The consumer will be reimbursed $329.07. This agreement was satisfactory to the consumer and the refund on our end has been approved.Initial Complaint
02/14/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Schlage / Allegion provides a lifetime warranty on the function and finish of their residential door knobs/locks. I am the original owner of a new home purchased in 2006. The finish on the most used door k**** in my house has failed turning the color of the k**** from a dark bronze color to a bright gold color and looks terrible. Today when I inquired with Schlage / Allegion customer support about my warranty, they explained the finish warranty applies to other colors, but not to this one; and tried to explain that this color was 'designed' to wear off and offered no recompense. How ridiculous! I imagine this is a total fabrication by a company that doesn't want to honor their warranty on a product they produced en masse with a defective finish. They call this finish 'oil rubbed bronze' and their door k**** with this finish have now been discontinued. They claim a new finish 'aged bronze' they are now selling does not have the same propensity to fail and discolor. The picture attached shows a door k*** and deadbolt set I own where the finish on the k*** handle has completely worn off exposing the metal color underneath.Business response
02/18/2022
An Allegion Product Support Supervisor has reached out to ****************
Created Case # CAS3666217
and is gathering information to accommodate replacement locks
to be sent to the following, once request is verified
***************************
11066 **********
******, ** 75033
Daytime Phone: **************
E-mail: ***********************
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Customer Complaints Summary
24 total complaints in the last 3 years.
9 complaints closed in the last 12 months.