ComplaintsforRemoteLock

• Initial Complaint

  02/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a lock that did not come with the correct hardware. I have been trying to contact Remote Lock for weeks, and NO ONE has answered. You have to leave a message and have them call you back. But the phone rings once, if they even call, and then hangs up. It should not be so hard to get support from this company. Currently, we had to put a different lock on our rental because the Remotelock lock refuses to help.

  Business response

  03/05/2024

  RemoteLock refunded **************** for the lock he selected and purchased in error. 

  **************** called twice within an 8 minute span and left a voice mail each time. We returned his call within the hour well within our business to consumer service levels.  

  
  
  

   

• Initial Complaint

  01/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a new Condominium in ******** ******** that uses Remote Lock. For several days I've been trying to change the code for security purposes. I have been struggling to reach remote lock, emailed them and left several voicemails but they do not answer the phone or respond to voicemail. All I got was cryptic email with information I don't have which prevented me from completing the task. I now have to leave the unit with the old code creating a security breach. I hold remote lock responsible for any unauthorized access to my unit. I request them to call me and walk through the process of changing the code ASAP.

  Business response

  02/02/2024

  For clarification, ********** is not a RemoteLock customer and therefore had expectations for support greater than our service level agreements and without matching a customer record went to the back of our customer support call queues. 
  
  The property management company for ********** condominium complex is the RemoteLock customer and the condominium lock is a device on their account. This is relative in that this request was presented to us as a change of ownership directly from **********. The challenge ********** received from RemoteLock was that we do have strict procedures that require proof of ownership change for devices under the control of our customers which was provided as part of the response referred to as cryptic. As ******************** practice, RemoteLock did reach out to our customer to provide awareness and request additional clarity around this request to change ownership on one of many devices managed in their account.
  
  What we learned was that we were not to transfer ownership to ********** but that as an owner of the condominium provide him access to the lock as a shared device owner from within ****************************'s account. A task typically conducted by the property management company system administrator who simply had not been able to complete this service prior to this fairly rapid escalation. After clarity RemoteLock did assist the property management company through this process and provided ********** access with permission and oversight from our customer. 
  
  Our customer was very pleased that we took the appropriate security actions to clarify Mr. **** request in a way that  protected the security of  their account while partnering with them to meet the needs of ********** as a new condominium owner. RemoteLock has offered the property additional training and they also partnered with one of our local dealers for when onsite services may be required.

  ********** stated that he would verify that access is granted at a future date when he visits the property.
  
   
  

  
  

• Initial Complaint

  01/01/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I've been using a remote lock for approximately 10 years and it finally failed and was not able to be fixed. I then contacted the company about a new lock and was told on the telephone that I would remain on the plan that I've been previously on that did not charge a monthly fee to access the lock remotely. They said because I had a remote lock previously that I would be grandfathered in and continue with zero subscription fees. After purchasing the new lock for $531 it took me about a month to install the lock. During the installation process I realize they wanted a credit card and I called the company and they said they would be charging a yearly fee of $72. Therefore if I have this lock for 10 years like I had the last lock I will pay an extra $720 then what I was promised when I bought the lock. I asked to return the lock for a refund and they said I was over the 30-day time limit for refunds. I emailed the representative that told me there would be no monthly fee and he just said that they unfortunately since have changed plans for this lock and it would now require the 72 dollar annual subscription fee. In his email he said quote: "apologies for any inconvenience" . Definitely feels like a bait and switch situation as I would have purchased a different lock that does not have a monthly fee like the Schlage encode deadbolt lock which cost less for the hardware and has no subscription fees. The reason I went with the remote lock with the higher Hardware cost was that I was happy with how well it worked in the past.It's frustrating when you try to ask all the right questions but the fees change significantly after the purchase. When explaining that I wasn't told about the subscription fee before I purchased the lock and I wanted to return it I was unable to. I just happened to stumble upon similar reviews on your website so I added my review. The best outcome would be for them to take back their lock because they misrepresented the true costs of operating it.

  Customer response

  01/04/2024

  This complaint has been resolved by the company to my satisfaction. An upstanding and quality resolution. Thank You.

  Business response

  01/10/2024

  The Chief Success Officer of Remote Lock reached out to ***** directly and resolved to his satisfaction. 
  We apologize if the subscription price was not communicated more clearly within the sales cycle. 

  A refund is being issued. 

  Customer response

  01/11/2024

   
  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

  08/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I own seven wireless locks from Remotelock/Lockstate and have been a customer since 2014. These locks came with a fixed pricing structure that was paid per lock, annually that allow you to program and control the lock. For the last 10 years I paid on this plan never missing a payment. The locks had a service plan with forever pricing. In August 2023 the company raised their service fee 753% ************ from $59.40 annually to $540.00 annually. In July I received an email informing me that I would have to upgrade to a new plan and that my pricing was no longer going to be honored on any of my locks- and my account would be disabled if I did not agree to the new pricing structure. On August 17th my account was disabled. On August 25th, the head of support ********************* confirmed I was on a forever plan but it would not be honored. He went on to explain there were ***** customers that were in the same position. He stated that only 1% of those customers were complaining, and as such my complaint was essentially irrelevant. He claimed RemoteLock did not have to honor the commitments made to customers in the past because company ownership changes in the company. Further, the company continued to induce customers into buying their products, without sharing that they were eliminating their service plan commitments. In May of 2023, I had two RemoteLocks in my building that failed. I worked with support and determined they were unrepairable. As a result, I spoke with sales and purchased 2 new locks (which cost approximately $1,000) both of which I was told I could keep on my existing pricing plan structure when I swapped out the old locks. I enrolled them on my existing plan, only to be informed 2 months later that they were increasing the service fee over 750%.I am a victim like the other customers in my situation of a bait and switch. I spent thousands of dollars on hardware with a fixed lifetime/forever service fee, which they are now dishonoring.

  Business response

  08/30/2023

  ************** is confusing a couple of issues, as we have attempted to explain during repeated conversations. RemoteLock has consolidated the plans we offer, and the plan he purchased in 2014, the ** Starter plan, has been discontinued.
  The pricing for that plan was not changed, the plan was discontinued. This change and our process for handling notifications are aligned with the RemoteLock Terms of Services outlined at *************************************************************
  
  RemoteLock is proud to have maintained our pricing for over 10 years while expanding customer value via new features, functionality, and integrations with leading vacation rental and multifamily software to best serve our customers. By ************** own words he bought a lock in 2014 and we honored a plan for 9 yearsfar from his accusations of bait and switch.
  
  This long overdue billing plan consolidation allows us to provide the value and customer experiences we wish to deliver. The current billing plans best represent our existing capabilities and are priced competitively against leading competitive software offerings.
  
  Our  conversations with ************** have been highly charged, noncooperative, accusatory, and quick to dismiss the facts.  Getting to any detail level of conversation including the inaccurate details in this complaint have been impossible.
  We welcome him to evaluate competitive offerings.

  Customer response

  08/31/2023

   
  Complaint: 20532848
  
  I am rejecting this response because the company fails to respond to the facts:

  1)  *********** fails to respond to facts that the locks I purchased came with a fixed pricing structure that was paid per lock, annually that allow you to program and control the lock- which I paid for 9 years. This indicates contract and acceptance. ***********s own billing page attached as an exhibit to complaint stated the pricing was forever. 
  
  *********** instead claims that they simply are discontinuing the plan. The reality is they are renaming the plan- and requiring the customers to pay a 753% increase or rendering their hardware dysfunctional.  This creates a safety issue for customers that own RemoteLock and Lockstate locks if they do not pay the increase.  
  
  2) *********** does not dispute or respond to the fact that the head of customer support stated that there are ***** customers in the same position and the company has factored that since only a small percentage are complaining- they are not going to honor past commitments.  
  
  3) *********** does not refute that their sales department continued to fraudulently induce customers into buying products just weeks before their pricing change, without informing them of the coming 753% increase in the service.
  
  4) Rather than respond to facts presented the company chooses to attempt to publicly disparage a long-time customer in response to this complaint. 
  
  Sincerely,
  
  *******************

  Customer response

  09/13/2023

  This is an email message from RemoteLock sent to myself and other existing Customers which stated pricing would remain grandfathered. You will note the email specifically bolded and emphasized that pricing was not going to change. "As an existing customer, youre grandfathered in your cost for the locks you manage now will not change." 

  This further explains why they had it listed as "forever" pricing in my account.
  
  Please let me know if you have any questions. 

   

  Customer response

  09/13/2023

  Attached is an additional email sent to existing customers offering that we could "lock-in" pricing by purchasing additional locks. Again stating that our pricing would not change.

  This further demonstrates that they were luring customers to buy their locks with the offer of fixed pricing. This is consistent with my calls with their practices by their sales team up until June of this year.  Now for them to claim that they do not have to honor these commitments to customers is a violation of basic contract law principles.  

   

   

  Business response

  09/13/2023

  Nothing in ************* latest communications changes the facts which we have discussed with ************. The plan he was on was discontinued. This change and our process for handling notifications are aligned with the RemoteLock Terms of Services outlined at *************************************************************

  ************ request to refund on services provided for over 9 years is unreasonable. ************** request for a refund on locks that have been used for multiple years is unreasonable. ************ refused RemoteLocks offer to allow him to return the one lock he purchase in April of 2023. 
  
  We have no further obligation to respond to ************ characterization of facts. 
  

  
  

  Customer response

  09/13/2023

   
  Complaint: 20532848
  
  I am rejecting this response because:

  Remotelock continues to misstate the facts without responding to language presented from their own advertising. 

  1) Remotelock fails to respond to the facts presented in their false email advertising promising "locked-in" pricing, and grandfathering of pricing for existing lock owners.  The advertisement induces customers to buy new hardware to not have to face increased pricing on software. This is further proof of the bait and switch.    

  2) Remotelock also fails to acknowledge in their response that I am simply asking them to honor their pricing commitment on software that allows the lock to work as advertised.  

  3) Remotelock's proposed solution to allow return of a single lock for a refund (which they also state has to be new and inbox- which in of itself would negate a return), but they fail to address the 10 locks that have failed or 6 other existing functioning locks I own. I am attaching pictures of the 10 locks that have failed.  (keep in mind, that if I return this one lock, I would still have to pay their 750% increase in software for the 6 remaining locks operating at my property).

  They end by saying they do not have an obligation to respond further, which is evidence further evidence of their unfair dealings and suspect business practices in their dealings with customers.

  They acknowledge that I am one of over ***** customers they are treating in a similar manner.

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

• Initial Complaint

  08/05/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  After sending multiple emails for over 9 months to customer service about their iPhone application not working, preventing me from generating and distributing door codes on my RL ****, i5, and i7 it was finally fixed. About two weeks later I received an email from RL that my account is no longer grandfathered, and that I would be charged six dollars per lock. Ive posted this information on ******** and no other Remotelock customer has received this correspondence. This is not a company wide change, but Im being individually selected. Ive been a customer for over 10 years and I was told my account was grandfathered. Also, ive been over billed and they refuse to refund. You cannot reach customer service by phone, their mailbox is full. Beware of this company and product. Hello *****,Thank you for reaching out to RemoteLock Customer Support regarding the communication you received about recent changes we made to our subscription plans.As of October 1, 2023, your current plan will not be offered. To ensure a seamless transition, you will need to update your plan to the "Premium" subscription, priced at $6.00 per door per month, prior to October 1, 2023. Please note: any discounts you may have in your current account will not be applied to the new plan.To update your plan simply log in, click on "My Account," and then select "Billing" to choose your new plan.It is important to note that if you do not update your plan prior to October 1st, you will no longer be able to access the RemoteLock platform.We understand that change can sometimes be disruptive, and we apologize for any inconvenience.Best,Aleah | Assistant Manager of Customer Support Email: ********************************** Phone: ************

  Business response

  08/20/2023

  RemoteLock services were turned off automatically by our system after multiple attempts to charge Mr. *********** credit card were disputed. These charges were associated with the addition of a new lock minus discounts. We agree with ************************ that this was a system error that should not have occurred. A return has been issued for this last lock and RemoteLock is not contesting the credit card dispute so that charges for the subscription update will also be returned.

  In addition,  Mr. *********** system rights were returned on a 30 day trial to permit him to obtain codes and remove locks rather than renew on one of our now current plans. In addition, data was extracted from the system and shared with *************************
  ************************ raised his app concerns in April and again in May as he was dissatisfied with the response. RemoteLock recommends that our customers use our web based software as their primary tool for providing access control as not all features and functions are supportable through our admin app.  
  
  The plan ************************ was on has been discontinued as our business evolves to meet market needs. Thousands of RemoteLock long term customers have benefited from RemoteLock maintaining our pricing for over 10 years. The long over due consolidation of RemoteLock billing plans allows us to further optimize our delivery of value and enables us to meet the customer experiences we wish to serve. The remaining billing plans are not new and represent what our customers have been purchasing for quite some time.
  RemoteLock software is very competitively priced within the markets we serve. ************************ is not restricted from evaluating these competitive offerings if our existing plans no longer fit his budgetary needs.
  
  All changes and our notification process are aligned with and governed by the RemoteLock Terms of Services outlined at ********************************************************
  
   
  

  
  

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Approximately 4-5 years ago, I purchased a Remote (Lock State) Lock (5i) with their lifetime/forever internet based wi-fi remote platform management system, for a fee of $3.00 per month per camera. Recently, I received notice from Remote Lock that the lifetime/forever plan is being discontinued, because it is no longer compatible with their new plan structure. They stated that I would have to upgrade to their premium plan (at a rate of $6.00 per month, per camera) if I wanted to continue to be able to manage my camera(s) via the internet/wi-fi.My complaint is that the plan in effect when I bought the camera was a lifetime/forever plan. So, how can it be discontinued? Even though they supported the plan for the past 4-6 years, the fact that they are eliminating it wreaks of a "bait and switch" or breach of contract. Obviously, if a plan is being discontinued, or eliminated, then it wasn't a lifetime or forever plan, as advertised!

  Business response

  08/04/2023

   There are a few conflicting statements in Mr. ******** statement so we will clarify below as part of this response.
  
   1)  RemoteLock never had a lifetime/forever plan contracted with any customer nor do we advertise lifetime / forever plans.
  
   2) The statement here is that ****************** was on a $3 per month per camera plan. We do support access control devices such as locks but do not support cameras and never have so it is assumed that lock is what is meant in the repeated use of the word camera.
  

   3) The $3 per month plan that ****************** was on has been discontinued and we have provided proper notification that a new plan must be selected by October 1, 2023.
  
  All changes and our notification process are aligned with and governed by the RemoteLock Terms of Services outlined at *************************************************************
  
  RemoteLock is proud to have maintained our pricing for over 10 years while expanding customer value via new features, functionality, and integrations with leading vacation rental and multi-family software to best serve our customers. However, all this expanded capability along with the experiences we wish to create have expense side implications.  The long over due consolidation of RemoteLock billing plan allows us to further optimize our delivery of value and enables us to meet the customer experiences we wish to serve. The remaining billing plans are not new and represent what our customers have been purchasing for quite some time.
  
  RemoteLock software is very competitively priced within the markets we serve. ****************** is not restricted from evaluating these competitive offerings if our existing plans no longer fit his budgetary needs.
  

  
  

  Customer response

  08/10/2023

   
  Complaint: 20399471
  
  I am rejecting this response because:
  

  The response provided was inaccurate and untrue.

  I agree with the entire response, except for line #1, which is not true.

  Remote Lock/LockState did offer a lifetime (forever) price, as verified by them on my attached Email-2 (07-05-23).

  They state, "We acknowledge that your "forever discount" was compatible with the plan you initially purchased, and we honored that commitment since 2018."

  Now they are eliminating that forever discount because they say it is no longer "compatible" with their new plan.

  Again, they are eliminating a plan that they stated would be a lifetime/forever plan.

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

• Initial Complaint

  05/10/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Had a quality control issue with the plastic buttons on one of our five locks. The company would not stand behind its product. The basic attitude was so sad, too bad, your one-year warranty is over. If this was on a working part, I could understand it. But this was a failure in materials. Literally, the plastic numbers bubbled. The lock was under a covered awning receiving very little morning sun. We have another lock that is not covered and gets direct afternoon sun and have had no issues with it. But a company that won't work with its customers in an unusual situation when the product it was manufactured with had an obvious default definitely has me questioning how much they care about their customers or products. I love their product. Too bad their customer support and service had degraded over the years. I have four other locks in various places that have not shown this issue. I am sad the company doesn't value keeping customers over their warranty policy. Warranties coving parts and usage I understand. Something like this is beyond warranty. It's having pride in your product and standing behind it.

  Business response

  05/26/2023

  The tone of this email is highly inaccurate. No one would say "to bad, so sad" to a customer and keep their job at ********************. ****************** spoke to our Director of Support and Enablement who did highlight that the lock was out of warranty. The manufacturer warranty is 1 year and this lock is 4 years old. RemoteLock is a software company that sells other manufacturer locks. 

   

   

• Initial Complaint

  03/22/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been using three remote locks for my Airbnb rentals for the past year, but unfortunately, I have never been able to successfully set up these locks on the remote lock platform. Despite contacting customer support on numerous occasions and setting up callbacks, I have not received any response from them. After several attempts and multiple unanswered tickets, I decided to cancel my service in July 2022 through their system, but unfortunately, there was no acknowledgement of receiving the request.Even after five requests to cancel from July 2022 to Sept. 2022, the automatic charging on my account continued. I had paid for approximately 14 months of "service," but I could not sync my locks to their system. In September, I had to put a stop payment on my auto payment credit card as Remote lock still refused to release my locks from their system. I discovered this issue when I tried to use another system.On Monday, March 13, 2023, I once again used their website to cancel my service, and I was prompted to give a reason for the cancellation. However, today, on March 22, 2023, I received a response from them stating that my account was suspended for non-payment and asking if I needed technical support to get my lock back on their platform. I do not need technical support, but I need my locks to be released from their system as soon as possible.I have been dealing with this issue for far too long, and it is now imperative that this matter be resolved immediately. Thank you for your prompt attention to this matter.

  Business response

  04/03/2023

  RemoteLock had a total of 4 tickets from *********************** and we responded promptly every time.
  On 2 of the 4 tickets ******* was responded to within the same day when our service level is 48 hours. ******* has also scheduled appointments with us and not shown up on the allocated appointment time.
  
  
  Regarding the cancelation of the account, as a matter of practice RemoteLock instructs customers seeking to close their account on how to perform that task. It eliminates the risk associated with disrupting our clients business. An email providing the instructions on how to cancel her account was sent to ******* on 10/19/2022. There was no ************* out until this most recent elevation. When we later attempt to bill on her uncancelled account ******* began to shout at us to just close her account. At that time, given the elevated distress, our support agent received management approval to cancel on her behalf. 
  
  The account was canceled on March 23, 2023.
  
  

• Initial Complaint

  07/13/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  In June 2021 I purchased a Model 710 internet connected door lock from RemoteLock for $550. It is one of their more expensive locks so we installed in on the main entrance of our apartment building. On Sunday it stopped working: when you enter a code it no longer opens the lock. I sent an email on Sunday to ********************************** which created a ticket. On Monday I started called their technical support phone number three times but after waiting on hold but was only able to leave a voicemail. They called me Monday afternoon and left a voicemail saying they would call back, but they never did. I got an email asking me when was a good time to call me and I replied that they could call me now but they did not. I called my salesperson, ************************* who answered the phone right away. He said he could not help me but would have someone call me but they never did. On Tuesday, I called their technical support twice but was only able to leave a voicemail.In the meantime, the guests are angry and will write bad reviews on Airbnb. We cannot receive any deliveries because the codes for *********** and Amazon don't work. Door locks are critical. When they stop working they need to be fixed right away. In the past I have had Schlage locks - with Schlage you call and get a technician on the phone the first time you call. OK, RemoteLock is not as big as Schlage but they need a LiveChat, online way to schedule a technician or some way to help their customers quickly.If someone is looking for a lock company with good technical support they should avoid RemoteLock.

  Business response

  07/18/2022

  All that *********************** shared in his struggles to reach support on Sunday is accurate.
  RemoteLock customer support hours are Monday through Friday from 7 a.m. to 7 p.m. and Saturday from 8 a.m. to 4 p.m. We do not have Sunday hours which is when ************ called into our support team the first time. The 3 calls on Monday morning were returned without connection on Monday afternoon as ************ reported. 
  
  RemoteLock is largely an appointment based support desk and return calls within *********************************************** within 24 hours. A customer support team member did connect with ************ on Wednesday, and quickly determined it was a lock motor failure. A motor replacement was shipped overnight, instructions were provided and in follow-up conversation later that week we verified that the problem was resolved.
  
  
  ********************* our Chief Success Officer reached out on Friday via email and phone confirming that the problem was resolved to ************** satisfaction. With great appreciation for ************** customer input additional constructive thoughts on how to improve our support experience were also captured from this exchange.
  
  RemoteLock is a software company that supports locks from many manufacturers including Schlage, Yale,  the rebranded hardware that experienced the problem and many others providing our customer choices in the hardware to solve their specific application need.
  
  Tell us why here...

  Customer response

  07/22/2022

   
  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,
  
  *******************

*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. ↩