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

ASSA Abloy, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Access Control Systems.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint 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:03/03/2025

    Type:Product Issues
    Status:
    Unanswered
    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.
    A smart lock is supposed to provide security, but after a recent app update, my Yale lock has done the exact opposite—leaving my home vulnerable and unsafe. The lock constantly disconnects from WiFi, preventing me from controlling it remotely, and at times it fails to respond entirely. This is a critical security risk, as I cannot rely on it to secure my home. I contacted customer service multiple times, expecting urgent assistance for what is clearly a major flaw. Instead, I was met with dismissive agents who refused to escalate my case or even create a ticket for engineers to investigate. One representative outright refused to let me speak to a manager, and another call ended with me being hung up on. On top of that, the lock drains batteries at an unacceptable rate—lasting only about a month—suggesting serious connectivity and power management issues. These failures make it clear that the lock is not functioning as intended. A security product that fails to secure my home is unacceptable. A company that refuses to provide proper support for such a failure is even worse. Until Yale (and its parent company) acknowledge and address these issues, I strongly advise against purchasing their smart locks. I can’t attached the photo here as bbb won’t allow a specific size

  • Initial Complaint

    Date:09/25/2023

    Type:Product Issues
    Status:
    Answered
    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.
    I recently purchased a couple of yale locks, mainly for their homekit integrations. Long story short, due to misleading information on the website the locks will only work with homekit under certain circumstances that are NOT disclosed on the website. On Friday, I called technical support, after long conversations with a rep and supervisor they admitted that information is missing, in regards to homekit compatibility and offered to send me a 30% discount code. Of course I never received the discount code in my email so I called back today and again received very poor customer service and was informed that they wont send me the discount code (for no good reason). I can’t begin to explain how poor of customer service that is, for a supervisor to promise to send you a discount code and never do and then on top of that when I call back to have it sent, to be told they are no longer going to provide me one. On top of all that, these “technical support” agents and supervisors have NO knowledge about Yale products and they were all giving me conflicting information. One would tell me one thing and another would tell me something totally different. This is by far the worst customer service experience ive ever had with a company and thought you should know. Because of this poor customer service, Im probably just going to return my yale locks and the chances I will ever buy a yale product again are slim and will probably discourage others from buying. If it were my company then I would want to be aware of the poor customer service my representatives and supervisors are providing to my customers.

    Business Response

    Date: 10/02/2023

    The issue was not tied to a defective product, but rather a distance issue between his hardware products. In order to initiate a warranty replacement, we (the manufacturer) must deem the product(s) defective. While on the support call, the consumer verified the distance between our product and a 3rd party manufacturer device. The technology connectivity being used, ******* HomeKit, is a 3rd party technology owned by *****. In this case, ***** requires their home hub bridge to be within ********* range of our product. The consumer confirmed the distance exceeded this range while on that support call. The issue here is not due to a defective product, but rather the distance exceeding the required distance needed to use ******* technology properly.

    The HomeKit bridge distance is in fact listed here on our support article: ******************************************************.

    At the end of the call, the call recording also captured a racist comment made by the consumer towards our support agent. 

     

    Customer Answer

    Date: 10/03/2023


    Complaint: ********

    I am rejecting this response because:

    The product does NOT work with Homekit even when its within 5 feet range of my homehub.  Did your recordings capture the multiple conflicting information I was given by different associates? They have NO knowledge of there products. Did the recordings capture how they said they were going to provide me a discount code but then never did, and then refused to when asked about it? What great customer service!!!


    Sincerely,

    **** ******

ASSA Abloy, Inc. 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.