ComplaintsforKryptonite Lock

• Initial Complaint

  04/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a Kryptonite U-Lock last July 2023 from a local retailer, which also features an Anti-Theft protection offer from Kryptonite themselves. I purchased that offer for $***** USD from Kryptonite on July 8, 2023.My Bike was stolen on December 25, 2023. I filed a claim against my protection offer on December 26, 2023. The terms of the protection program state: "Your claim will be reviewed and you will be contacted by our team within 30 business days. At that time, you will be notified whether your claim has been approved, denied, or whether we require additional information."Now, on April 18, 2024, nearly 4 whole months later (close to 120 days vs the 30 day response time in the terms of the protection offer) I have received 0 correspondence from Kryptonite to my claim. I have sent several (3) follow *** to Kryptonite and have been left completely in the dark.I am entitled to know if my claim is accepted or denied. They have breached the terms of their own protection plan by not responding to me. They should cover my stolen bike. If the results of the claim are that my claim was denied, then I should at least be refunded for the protection plan, as the lock is now broken (unusable) after the theft and the bike is gone (the protection plan, 5 years, is useless to me).This is unacceptable on the part of Kryptonite - their protection offer amounts to a scam. They took my money and have provided no value in return. The cost of the protection plan was $48.02 CAD (***** USD) at the time of purchase. It is supposed to cover my bike (Valued $949.99 CAD).The lock cost $89.59 after tax. That is a total of $137.61 CAD I have paid for 0 customer service. Would not recommend this product & associated protection service to anyone.

• Initial Complaint

  02/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Kryptonite Anti Theft Protection is a scam hiding in plain sight. My ebike was stolen while I was properly using their most expensive lock. I registered correctly for their Anti Theft Protection Program. I filed a police report. I have still not been refunded. This is going on 6 months, while they advertise only a 30 day waiting period. I am fed the same line from "*******" in ************* who conducts their phone line in the most disrespectful and deceitful manner. She has a "backlog". That is not a reasonable excuse. As anyone can see from multiple complaints Kryptonite is not conducting an honest business. Their ATPO program is false advertising and should be illegal. ******* scoffs at any customer complaints and does not take the job seriously. I am simply seeking my refund for my stolen bike as advertised by Kryptonite.

  Customer response

  02/20/2024

  I have not heard from the business in response to my complaint. Kryptonite continues to act unprofessionally and not honor my payment for their program. 

  Business response

  03/07/2024

  We settled and paid his claim on February 26th,

• Initial Complaint

  01/19/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On October 26th 2023, I submitted a claim under the anti-theft protection program with Kryptonite, since my Kryptonite lock was cut and my bike was stolen. I had paid for the Kryptonite insurance. I never got a response from Kryptonite, despite my e-mail reminder to ******************************************* on December 6th and the separate web inquiry (Ticket ##******) via ****************************************** on December 30th. 3 months have now gone by without any response from Kryptonite. The theft of my bike meets all criterio stipulated under the insurance and I have all required elements like police report, broken lock, keys, etc. In theory, I am therefore owed over $2,358 (minus any deductibles).

  Business response

  02/05/2024

  Our records indicate that you were paid through your Zelle Account on January 30th, ****.

  Customer response

  02/05/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  01/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I bought a heavy duty Kryptonite bike lock on 1/28/23 with a "free replacement of keys if lost or stolen" warranty logo on the package. I registered the key number by mail to Kryptonite to validate this warranty on 2/6/23 as directed.All of my keys (and identity) were stolen with my purse on 8/10/23. On 8/16/23, I sent a copies of my purchase receipt and key registration requesting replacement.I called 3 times and only reached a live person once in Sept. 2023 who said the key production was backed up, but would get to it. I finally received 2 key copies on 11/2/23. The key copies were very crudely done and did not even fit in the lock. I took them to a local keymaster to see if they could be modified to work. He said they could not as they were inaccurately cut. On 11/6/12, I mailed the key copies and pictures of them highlighting the flaws in comparison with a picture of one of the original keys I took shortly after purchasing the lock back to Kryptonite Lock. In a letter enclosed, I requested that they either send me replacement keys that actually work or 3 or 4 blanks that I will take to the keymaster who can make copies that can be tested on the lock locally so that they will actually fit. Kryptonite key blanks are not available at retail key makers stores. I did not receive a response. On 1/3/2024, I called and left a voicemail msg. as directed by the auto answer requesting that they call me with a response and stating that I knew (from postal tracking) that they had received my letter and returned key copies with photos. I have not received a response to date either by mail or phone. I feel like this is a warranty for key replacement that is not offered in good faith. Please help me to at least get key blanks if Kryptonite can't make them properly. The lock is a fine heavy duty lock which I expressly bought after my old bike was stolen and I had to buy another bike. I want to continue to use this lock to protect the new bike.

  Business response

  01/31/2024

  We are sorry for the inconvenience.  Our ******** is following up on your replacement order and we are hoping to be able to ship you the new keys by the end of this week.

   

  Thank you for your patience.

   

  Customer response

  02/11/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  To Whom it May ******** On Thursday, September 7th, my bike was stolen. It HAD been secured with a Kryptonite lock I previously registered with the Kryptonite, on July 23rd, 2022 (see attachment), in a secured bike storage room within my apartment building. As this qualified as a burglary, the police were involved. I filed a claim with Kryptonite on September 21st (see attachment), and was told I would hear back after the mandatory 30-day waiting period. Not having received any word from the company, I reached out via email on October 28th (see attachment). Still no reply. I then called them on November 1st, asking for an update. They could provide me with none. Instead they said, "we are backlogged on claims, we'll get to you when we get to you". I asked, "when will that be?" They said, "we did not know." I've done everything asked of me, including being MORE than patient. I want the money for my stolen bike that was allegedly safe from theft for having used a Kryptonite lock. I would be most appreciative for any help you can lend to deliver a swift and just resolution. Thank you, ***************************

  Customer response

  12/22/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  11/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I lost one of my keys for my Kryptonite bike lock. Having enrolled in the key replacement program upon purchase, I went on the website to start the replacement process on August 19, 2023. I included all of the necessary information including the key serial number and got a confirmation email from Kryptonite (case #******). A month went by with no key, so I called and was told my order had not been sent out yet, that it would be sent out now and there would be delay due to high volume of requests. Another month goes by, still no replacement keys. I email again at end of October, and get a written response from Kryptonite saying the keys "will be mailed out by Tuesday of this week.". Another month has gone by and no replacement keys. I specifically purchased a Kryptonite lock for the replacement key feature (why else would I, given there are cheaper locks on the market that are as strong). It is clear no replacement key is coming, and thus Kryptonite's advertisement of same amounts to negligent and/or fraudulent misrepresentation. I am owed either the keys or a refund so that I can go buy another lock with a new set of keys.

  Customer response

  12/05/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ********************************************

• Initial Complaint

  10/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I lost one of my keys for my Kryptonite bike lock. Having enrolled in the key replacement program upon purchase, I went on the website to start the replacement process. I included all of the necessary information including the key serial number.I waited a month but I did not receive a response. So, I called, left a message as no one answered.and emailed attempting to ascertain the status of my order.I received an email response indicating that I would be receiving the keys but they were behind in processing.It has been another month since that contact and still no keys. So, 2 months since my initial order submission. I emailed again but have no received a response.

  Business response

  10/30/2023

  We apologize for the delay.  There has been a backlog in key processing. We have printed the key order in our ******** and hopefully the keys will ship out soon.

   

  
  

  Customer response

  10/30/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  09/05/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I sent in a claim for Kryptonites anti-theft protection offer (****) on 3/20/23 when my lock was cut and my bike stolen. The **** I had signed up and paid for covered a bike up to a maximum value of $4000 (the bike stolen was worth $3200) and the claim was supposed to be resolved within 30 days. I provided all of the necessary information numerous times and have attempted to contact Kryptonite via email, their customer service number, and even instagram messages. The company is largely ignoring attempts at communication. It has been over 5 months with no resolution. I am attaching a picture of my initial claim submission.

  Customer response

  09/19/2023

  I have not heard from the business in response to my complaint.

  Business response

  09/25/2023

  Your name is not under that Claim number.  We have no record of anything under your name and email address. Do you have a copy of your Registration Confirmation that you can attach?

  Thank you for your patience.

   

  Customer response

  09/25/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 
  The reason that you do not have my name (Ise Anfisa) associated with any theft tickets is because I was in the process of undergoing a name change when the bike theft occurred.This is something I have been trying to communicate to someone in claims for months. I am submitting the image of my claim Registration Confirmation again along with this message.

  The original information associated with the claim was: name-*****************************, Address-****************************************************************. email address- **************************

  I tried to contact customer service several times over the course of months, to be referred to claims so that I could update my information since I no longer live at the address listed, have access to that email, or use that name. However, the claim was submitted the day of the theft and is valid. Hopefully this clarification is enough to move the process forward. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ise

   

   

  Business response

  09/26/2023

  Our ********** reached out to you last week with an offer. I am sorry for the confusion.

   

  Customer response

  09/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Hello, 

  I did not receive an offer from the claims department. My email is **************** and I have not been contacted by your claims department at that address. Please send all communication to the above email or through the BBB portal, otherwise I do not receive it. 
  

  Regards,

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Ise

   

   

• Initial Complaint

  07/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  When I purchased my lock I signed up for a replacement key program. I have requested a replacement key via the website but I have received no response in 20 days. I am attaching my auto response email from the company to confirm my request was submitted.

  Business response

  07/03/2023

  Your Key Safe Order Packing List has been forwarded directly to the Key Dept.  Keys should ship out either by the end of this week or beginning of next. You are in our system under the email: ********************. We apologize for any delays due to the holiday this week.

   

  Customer response

  07/03/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  05/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a terrible experience with a certain company, and I'm genuinely surprised they are still in business. It all started when I purchased a Kryptonite lock from my local bike shop. Unfortunately, my bike was stolen on December 5th, 2022, despite having purchased the anti-theft protection. Initially, I wasn't too worried because I believed the protection would cover my loss. I promptly filled out the required form and patiently waited for a response. Over the next four months, I repeatedly called their number seven times in an attempt to reach them, but no one ever answered. Feeling frustrated and desperate for answers, I decided to send them three emails on January 9th, January 31st, and March 23rd. Regrettably, I didn't receive a single response to any of my emails.Finally, on March 28th, 2023, after an extensive period of silence, I received an email from a claim specialist named ******. However, rather than addressing my concerns promptly, ****** asked me to provide all the information that I had already filled out in the online form. To my dismay, ******'s responses took an average of ***** business days, and as our exchange continued, her tone became increasingly defensive. I felt like my story was being discredited, and it seemed as though they were trying to avoid fulfilling the protection I had purchased. It was a deeply disheartening experience, as I felt verbally attacked.Despite investing significant time and effort into providing detailed breakdowns and communication timelines to help them understand the situation, the company showed a lack of understanding and failed to address my concerns effectively. In an attempt to find a resolution, I even offered to visit their office with all the necessary documentation. However, my request was completely ignored, and they asked for the same information all over again. I sent another email seeking an explanation for the partial refund they offered, but their response did not address my inquiry.

  Business response

  05/31/2023

  I am sorry for your frustration. I have spoken to the Claims Team and they had emailed you earlier this month and not received a response.  I believe that they are resending this to you today.

  There were a few points that we required some clarification on.

  Thank you!

  Customer response

  06/02/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I am updating you on the latest developments regarding the organization we contacted. We have emailed them but have not received any further response since then. However, ********* average email response time is ***** business days. 
  
  But since we have started the claim process with BBB, they have magically started to respond within days. I have a good feeling that after I submit this response, I will hear back from them within 24 hours. 
  
  Thank you for your patience and understanding. Please let me know if you have any further concerns or questions.

  From: ************************* <*********************>
  Date: May 31, 2023 at 20:02:21 EDT
  To: "******************************" <********************************************>
  Cc: "****************************" <**************************************>
  Subject: Re: Kryptonite Bike Theft claim
  
  Dear *****,
  
  I hope this message finds you well. I would like to discuss the attachment I sent earlier and kindly request your prompt attention to it. I believe there may have been a misunderstanding in my previous statement, and I would like to address it to ensure clarity. It is important to me that we have an open and constructive conversation focused on resolving the matter at hand rather than any assumptions or misinterpretations.
  
  
  
  The timeline I provided in our previous emails remains valid, and I firmly stand by it. Your organization's sluggishness in addressing my concerns and the countless other unresolved customer issues I've witnessed on online forums is utterly unacceptable. It seems the only reason you are now responding promptly is because the Better Business Bureau has intervened, and it is in your best interest to expedite the closure of this claim.
  
  While I understand your role includes scrutinizing claims to safeguard your organization's interests, I would like to emphasize that my intention is not to find faults but rather to seek a fair resolution. I believe in the integrity of your organization and trust that we can find a mutually agreeable solution.
  
  I also noticed that you have included your superior, *************************, from your parent company Allegion, in our communication. While I understand the intention behind it, I would like to emphasize that my primary concern is the fair treatment of customers, rather than proving any point to your superiors. I believe in resolving matters based on their own merits, and I trust that you share the same commitment.
  
  At this juncture, my intention is to replace the stolen bike by purchasing a new one. However, I feel that the partial compensation offered does not align with the coverage outlined in the plan I purchased from your company. I kindly request a reconsideration of the compensation to ensure a fair outcome for both parties involved.
  
  Moving forward, I leave it in your hands and the hands of your company to decide how you wish to handle this matter. I firmly believe that a fair and respectful resolution can lead to a positive reevaluation of my previous statements about this experience.
  
  Thank you for your attention to this matter, and I look forward to hearing from you soon.
  
  Best regards,
  *************************
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Nino

   

   

  Business response

  09/11/2023

  Our records indicate that we did refund you for your claim. Did you get that notication?

*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. ↩