We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Access Control Systems

RemoteLock

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Access Control Systems.

Complaints

Customer Complaints Summary

  • 11 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/13/2022

    Type:Sales and Advertising Issues
    Status:
    Resolved
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    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

    Date: 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 Answer

    Date: 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,

    *******************

RemoteLock is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.