ComplaintsforKryptonite Lock
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Complaint Details
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Initial Complaint
03/29/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unresolved
- Date of transaction: 12/24/2022 - Amount of Money I paid the business: Enrolling in the Anti-Theft Program cost me $34.99. The lock cost me $148.95 at REI. - What the business committed to provide: Reimbursement of up to $1500 in the event their bicycle/motorcycle is stolen due to the opening or breaking of the lock by force.- Nature of Dispute: I submitted a claim (Claim Number: ******) and am still waiting for the business's response. The program requires 30 day waiting period from the date of the theft before processing the claim. It has been 40 days since the event, and I am still waiting to receive communication from the company. I emailed them on March 23 (35 days after the claim), and they have yet to respond. I registered my VARLA PEGASUS CITY COMMUTER ELECTRIC SCOOTER (Serial number: ***********, Vehicle Value: $1049) for the Kryptonite Anti-Theft Protection Program on 12/24/2022. (Registration Confirmation:*************, Maximum Coverage: $1500). I was eligible for the program after I purchased Kryptonite's New York Chain **** (Key Number: NK *****) at REI on December 17, 2022. Enrolling in the Anti-Theft Program cost me $34.99 and provides coverage until 12/24/2027. On 02/16/2023, the vehicle was stolen while using the New York Chain ****. Per the Anti-theft program requirements, I submitted a claim to Kryptonite that included the confirmation number from registering the lock (*************), an image of the broken lock, an image of the original key, and the police report (Case number: *********). I submitted the claim on 02/17/2023. - Whether or not the business tried to resolve the problem: The business has not tried to resolve the problem.- Anti-theft Program Claim Number: ****** - Date of Scooter Theft: 02/16/2023Business response
03/30/2023
There is a 30 Day waiting period from date of theft in the event your bike is recovered.
And also there is currently a backlog of Claims to be reviewed and processed.
We are working through this as best as we can.
We hope to contact you soon with status.
Thank you for your patience.Customer response
04/03/2023
Per Kryptonite's claim-confirmation-email, there should have been a response from your team within 30 business days. The specific language is (attaching email for reference too):
"Next step: 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."
I have not been contacted by your company once since my claim submission. I have two concerns:
(1) that your team is omitting my claim for rightful reimbursement and
(2) that your system is backlogged for an insurance program that is used to reassure customers of the quality of your products.
When should I expect response to the claim?
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.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
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,*********
Business response
04/04/2023
As mentioned before, unfortunately we are backlogged in the review of claims. We have sent a note to the *********** and requested that they respond to you as soon as they can. We appreciate your patience.
Customer response
04/10/2023
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 # ********.
After reviewing your response, I would like to express that it has not fully addressed or resolved my concerns.
Regards,
It has now been six additional days since I received your response, and I am still awaiting an update on the status of my insurance claim. I understand that Kryptonite is experiencing a backlog in processing claims, but my claim was submitted 52 days ago, which is well beyond the committed 30-day response timeframe stated in Kryptonite's written communication.
The vehicle covered by this claim is essential for my daily work commute, and I am experiencing significant inconvenience due to the ongoing delay. I kindly request an update on when I can expect my claim to be processed and an assurance that Kryptonite will fulfill its commitment as per the terms of the Antitheft program insurance.
I appreciate your attention to this matter and look forward to a prompt response.*********
Business response
06/06/2023
The ************ should be approving your Claim Today. You should be hearing from them.Customer response
06/16/2023
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 am unable to accept this response as I have not yet received payment for the claim. I have waited approximately ten days since your last communication, ensuring ample business days have passed.
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,Sebastian
Initial Complaint
03/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased the New Yorker lock from this company. The lock is now stuck in the locked position despite using the key and lubricant as suggested by the business. I contacted the business to report that I would like a replacement and have not received a response.Business response
03/10/2023
We are sorry to hear that you had a problem with your lock. We have replied to your Ticket and placed an order for a new lock.Initial Complaint
02/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a lock and then purchased the additional anti-theft protection.I had to return the 1st lock because the anti-theft protection isn't covered in ***.After purchasing a 2nd lock I requested that the $28.99 anti-theft protection be transferred to the 2nd purchased lock. Since October I have made 6 attempts/requests via email for a response and they refuse to answer.Business response
02/06/2023
I am very sorry for the delay and that we didn't back to you sooner. Please send me a copy of the New York Lock bill of sale and we will update your Regisration Record. Email the copy of the lock receipt directly to me at **************************************.
Thank you for your patience.
Initial Complaint
01/18/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Kryptonites warranty claims:"Upon return of the defective Product to the Company or its authorized distributor for inspection, free and clear of all liens and encumbrances and accompanied by the statement of defects and proof of purchase, the company will, at its option, repair or replace the Product (with new or remanufactured product (as applicable)), or refund the purchase price."Ive been having increasing trouble unlocking my Kryptolok and in recent weeks things have gotten to a point where I no longer feel comfortable using it. It now takes me hours of jiggling my key to unlock my bike, so the lock is no longer usable. Ive tried Kryptonites suggestions of lubrication and disc alignment, which have also failed.So I reached out to Kryptonite via their support page on January 9, 2023, with the hopes of having my lock replaced according to their warranty. It is now January 18, 2023 and I have yet to receive a response to my ticket (#******). Every day without a lock is a day Im unable to use my bike for my job, which substantially affects my ability to work.Business response
01/19/2023
We have just responded to your request ticket, hopefully that will help.Customer response
01/19/2023
[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
12/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a 3 year theft warranty from Kryptonite back in 2020. The protected bike was stolen on 9/10/2022 and all required paperwork was submitted to Kryptonite in the required time frames. The claim # is ******. I still have not received a response from Kryptonite regarding this claim. Please respond and pay the claim. Thank You!Business response
12/02/2022
We apologize for the delay.
There is currently a backlog of Claims to be reviewed and processed.
We are working through this as best as we can.
We hope to contact you soon with status, hopefully within the next week or so.
Thank you for your patience.Initial Complaint
11/15/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On October 10, I filed a claim under the Kryptonite anti-theft protection offer. I have gathered and submitted all the required evidence like a police report, picture of the broken lock, receipts, etc... Despite numerous follow-*** and tickets created under Kryptonite's general contact section, I have not heard back yet from the merchant. The fact that they have you sign up for some sort of insurance and then don't follow-up is illegal!Business response
12/06/2022
I am sorry for the delay.
There is currently a backlog of Claims to be reviewed and processed.
We are working through this as best as we can.
We hope to contact you soon with status.
Thank you for your patience.Initial Complaint
10/19/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
First original request submitted on April 14, 2022 16:08, unresponsive. Ticket #****** Submitted a second request on 10/19/2022 at 11:28AM, Ticket #******, fearful of unresponsiveness regarding bikes protection due to defective item. Need immediate response as they have not shown product support.
Business response
11/04/2022
We are sorry for your inconvenience. Our records indicate that a new lock was delivered to you on October 31st
Initial Complaint
09/06/2022
- Complaint Type:
- Order Issues
- Status:
- Unresolved
My bike was stolen after thieves cut a Kryptonite lock on June 30, 2022. I have a warranty with Kryptonite to cover the cost of the stolen bike due to theft. I followed every requirement: filed a police report, sent pictures of the cut lock, sent bike receipt and photos, My claim number is ******. I have inquired three times with Kryptonite and received no communication. I sent all of the required materials twice. Still no communication after nearly 3 months. I would like the promised refund of the bike cost.Customer response
09/17/2022
I have not heard from the business in response to my complaint.Business response
09/23/2022
I believe that one of our associates responded to you yesterday. We do apologize for the delay.Customer response
10/03/2022
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.
***** from customer service contacted me to inquire if my bike had been recovered or is covered by insurance, and I responded no to both questions. He also asked for a police report copy, which I sent again, and a photo of my key -- it has been more than 3 months since my lock was cut and bike was stolen, I do not have the key to the destroyed lock. I have not been contacted since *****'s email on Sept. 19, and my claim has not been resolved.
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,********
Business response
10/24/2022
Your Refund has been processed. You should be receiving it soon, if you haven't yet received it.Customer response
10/30/2022
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.
On October 6 they said they would send my refund in **** days. It is October 30 and I have not received a refund.
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,********
Initial Complaint
09/06/2022
- Complaint Type:
- Order Issues
- Status:
- Resolved
I requested the additional keys from the Key Safe Program back in July. I am yet to receive the keys. I cannot contact the company or send additional emails because it would delay my keys further. My original request was ID #******. I will consider the matter resolved and remove my complaint if the company were to fulfill the Key Replacement in a timely manner (prioritize the delivery). Waiting for more than a month for a service that is supposed to be included with the purchase is unacceptable (since there is no way to contact customer service).Business response
09/06/2022
Your keys should be shipping this week. We have printed out the pack list for the 2 keys.Customer response
09/11/2022
[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
07/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ive ordered a key safe key at April 2022 with tickets ******, and until today I still havent receive my key safe key. I had Tried to contact the company they had never replied to me, I would like to get the two keys they were supposed to give meBusiness response
07/29/2022
I am sorry for the delay. We are experiencing a high volume of key requests. We have printed your order and it should hopefully ship out sometime early next week. Thank you for your patience.Customer response
08/04/2022
[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 sinsin I had just received the keys today morning 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,
*********************
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Customer Complaints Summary
24 total complaints in the last 3 years.
9 complaints closed in the last 12 months.