Kwikset Corporation Reviews (13)
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Kwikset Corporation Rating
Description: Manufacturers & Producers, Key Control Systems
Address: 19701 Da Vinci, Foothill Ranch, California, United States, 92610
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WOW! I am appalled to say the least .
Requested replacement part. Told it was in stock and would be shipped right out. Two weeks later was shipped out (according to email). Two weeks later never received. Called back, was told a new part could be "sent right out"... one week later no shipment notice. Reps on phone are nice but obviously not given authority to do things right. Over promise/under deliver - not a good strategy on which to build a reputation. I will not buy Kwikset again.
Review: I have two door knobs and a deadbolt locks that have issues. I looked up the warranty information on Kwikset website (copied below) to see what I needed to do. I contacted Kwikset customer service to file a warranty claim due to lifetime warranty. I was told to send photos and when I did I was told there was no warranty because they were too old. I gave the date of purchase when I spoke to customer service and was never told there was a time frame for the warranty. As you can see in the warranty listed on the Kwikset website there is no reference to a time frame. It states lifetime warranty, period!
Kwikset products are backed by one of the most comprehensive warranty programs available. You can feel confident that with the purchase of Kwikset you have selected the best quality product, backed by the best customer service available.
This product comes with a lifetime mechanical and finish warranty to the original residential user of Kwikset against defects in material and workmanship as long as the original user occupies the residential premises upon which the product was originally installed. One year electronic warranty. This warranty DOES NOT COVER scratches; abrasions; deterioration due to the use of paints, solvents or other chemicals; abuse; misuse; or product(s) used in commercial applications. Upon return of a defective product to Kwikset Corporation, Kwikset may repair or replace the product or refund the purchase price. Kwikset is not liable for incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above exclusion may not apply to you. This warranty gives you specific legal rights and you may also have other rights that vary from state to state.
If a mechanical or finish defect occurs, please call 1-800-327-LOCK (5625) in the U.S. and Canada or return it to Kwikset Corporation, Consumer Services, [redacted]. For customers outside of the U.SDesired Settlement: A replacement would have been nice since that is what they post on their website.
Business
Response:
The websites does state about the current warranty.
The units you have are part of another warranty.
Polo (2 knobs)1993-2001 - 10 yr Mech 5 Yr Finish
660 (Deadbolt) 1993-2001 - 10 yr Mech 5 Yr Finish
We will sent this one time 2 Polo's and 1 660 lock. Under case 2[redacted]55 and will receive in 7-10 bus days.
Thank you,
Kwikset
Review: The quickset lock on my door locks up intermittently.Kwikset refused replacing the unit claiming that I had loose screws on the lever. All screws were tight at the time when the unit was replaced.Kwikset is not standing behind their "Anti-tarnish and Mechanical Lifetime Warranty" claim on the front of the box. Beware of lifetime warranty claims.
Product_Or_Service: [redacted]Desired Settlement: DesiredSettlementID: Refund
I was comitted to Kwikset for their convenient smartkey feature but I switched to Schlage. I wish to return all my kwikset products.
Business
Response:
We have attempted to contact the consumer to resolve. Phone number on claim is incorrect. Please call us to resolve. Thank you,, Kwikset
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
My rebuttal is based upon the fact that the "Company" noted in the case that they attempted contacting me and I have no email or voicemail from them.
Review: The "handlebar" piece broke off one of their handle set products. The warranty states mechanical failures have a life-time warranty. When I contacted support, I got a snarky reply and no further response. This behavior is unprofessional.Desired Settlement: Accountability is at stake here. This company should uphold the terms of its warranty. The way they treat customers in uncanny and rude.
Business
Response:
Hello, The consumer seamed to be happy... All the responses were via email. We do apologize if it appeared to be rude via our templates and verbiage. The last response from the consumer was "Awesome-possum, I appreciate the tidbit." We have send out all that was needed and called the consumer and left a message on 10/16/2015 and placed another order which takes 4-8 weeks for customer orders. Thank you, Kwikset
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I received the part as promised and will consider this complaint resolved.
Regards,
Review: I purchased a Titan lock set for the door on my house in 1996 ,the warranty stated it had a life time warranty , I contact Kwikset because the finish and the mechanism has failed, my first call to them I was completely lied to ,they told me there was no warranty on it , the second time I contacted them I was told that the Finish now only has 10 years but that the lock set mechanism has a life time warranty, but that was it ,I've had no more contact from this company,it seems to me there warranty is worthless because they try make you angry so they don't have to honor there warranty.Desired Settlement: I just want them to honor there warranty an replace my lock set.
Business
Response:
Hello, We have reached out to the consumer via email and phone several times with asking to provided Proof of purchase via email, so we can replace the unit. Consumer can call the number left on his voicemail x2 or emails we sent. Thank you, Kwikset
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Regards,
PS I have neither received any emails or phone messages from this outfit, this is the reason this went this far, there inability to be truthful! Still waiting!
Review: I purchased a Kwikset door handle and deadbolt package a few years ago. The sole deciding factor in my purchase was that they carried a Lifetime Warranty against defect. Approximately 6 months ago we started having issues when trying to lock the door handle (the deadbolt still works fine) weather using a key outside (any key exhibits this issue) or trying to turn the lock from the inside was incredibly difficult. In May of 2014, my Wife [redacted] contacted Kwikset to report the issue. She was provided with case number [redacted]. It was requested that she provide pictures of the door handle which she promptly did. Months went by with promises of a part being sent out one time and the next time we followed up no one seemed to have any idea of a part being sent.
Finally my wife threatened to open a Revdex.com complaint if nothing was done. After being told numerous times that the issue was with the door not locking properly, they completely disregarded that information and sent us a part to resolve the door not opening properly. The door opens just fine. The lock at the time of this complaint does not function at all.
I did install the part and it made absolutely no difference. We were told they don't have replacement stock of that item which is why they sent us a random part.
I have since purchased a new door handle at the cost of $60 due to my complete inability to lock the old handle.Desired Settlement: I would like a replacement door handle set (please note this was originally a set of handle and deadbolt which use the same key, if a new key is required then a new deadbolt should also be provided.) The replacement MUST be of the same color (brushed nickel) and style (paddle style handle) as the original handle.
Failing this a check in the amount of $60 to cover my purchase of the replacement handle.
Business
Response:
Hello, Looks like we have sent the consumer full unit on case [redacted] So the consumers request has been completed. We have also left 2 voicemails letting consumer know they can call with any additional questions.
Thank you,
Kwikset
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: I had a lock that malfunctioned and I had to hack the lock from my door in several pieces. I contacted kwikset for a replacement and received a warranty case #[redacted] responded on 4/21/2014 ([redacted]) asked for my address. I responded the same day. He responded the next day said I will receive replacement within 5-7 business days. I responded 5/20/2014 that I had not received a replacement yet. No response. I responded again on 6/5/2014, no response.Desired Settlement: I've been waiting for a replacement for several months now.
Business
Response:
Hello,
The order was placed on 4/22/2014 the order takes ships in 4-8 weeks as its a special order. We went ahead and shipped from office today Tracking Number: [redacted] UPS we had one in the office 1-2 business days.
Thank you, Kwikset
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
Review: I purchased a very expensive smart code lock from Kwikset earlier this year. Last month it stopped working so I contacted Kwikset in order to get my unit repaired. I was told that I would be getting a new replacement unit because the product was only a few months old. I had to send in pictures of the unit and get final supervisor permission which I was informed should be no problem and would take less than 24 hours. It has been two weeks since then.When contacting Kwikset to get a status update I either get repeatedly hung-up on by their poorly designed automated system or reach someone that says I have the wrong department. Since I could not get the right department on the phone I have sent in multiple inquiries on the status of my replacement unit through their contact form on the www.kwikset.com website and have still not heard back from the Kwikset.Desired Settlement: I would like Kwikset to back their products. I was told I would be getting a new lock to replace the one that broke after only a few months of service. All I am seeking is to receive what I was promised. If this cannot be done then I would like my money back so I can purchase a comparable product from another company.
Business
Response:
The consumer contacted us on 5/20/2014 via phone Case [redacted] . He sent in Proof of purchase on 5/27/2014 and then the order was processed and shipped on 6/4/2014 and we replaced full unit. He followed up the next day via email on 5/28 and we responded on 5/30/2014 and 6/2/2014 as we have a 24-48 hour turn around. On Emails and placing orders and we had a holiday.
This consumer has all he needs and order was replaced.
Thank you,
[redacted] | Consumer Service Team Lead
Review: Their Kwikset exterior lockset faded. I fedex the package to them and never heard back. They are a scam and DO NOT HONOR THEIR WARRANTY.Desired Settlement: I need replacement for the package I sent them.
Business
Response:
Consumer sent in box with no phone number on 5/23/2014, we sent a leter the same day with our 800 number and a case.
Consumer called on 5/29/2014 day after contacted Revdex.com and we shipped him new units on 6/2/2014
Tracking Number[redacted]6
We followed our warranty. The consumer didn’t provide phone number or email just a box with the product.
[redacted] | Consumer Service Team Lead
Pfister/Kwikset/Baldwin Prestige/Weiser
Spectrum Brands, HHI Group
19701 Da Vinci | Lake Forest, CA 92610
p. ###-###-#### f. ###-###-####
[redacted]@spectrumhhi.com
Review: I contacted the company via email 2/8, got a response from them 2/9. My case # [redacted]. Bought a lever locking set year ago, had to get a replacement tumbler for this about 6 months ago, which Kwikset mailed to me after 2 calls to them. The lever set broke again this time the lever would not lock at all, different from tumbler issue. I got a response from a rep 2/10 asking if I could lock and put key in, I responded. Have not heard from since. This is the major lock on my front door, I have had to buy another lever set just to lock my door. So I am out of pocket $45.97 plus tax for the new set which is another Kwikset, I have the [redacted] sales receipt, and I still have this lever set that does not work. There is supposed to be a lifetime warranty on this, I still have the original box from the nonworking set.Desired Settlement: I could not leave my door unlocked while hoping and waiting for Kwikset to honor the warranty on my twice broken lever set. I had to purchase new set. I am requesting a refund for the new set I had to buy. I have the sales receipt. The cost of the new set is $45.97 plus tax.
Business
Response:
Hello, New case $[redacted] $45.97 Plus tax refund awaiting Receipt. Thank you, Kwikset
Consumer
Response:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved, if however I never receive a check I will contact you again.
Regards,
I like in Canada and purchased the Kevo electronic lock from Home Depot in July 2014. I thought it was a great idea and although it was costly, I was excited by the technology offered. This lasted for just under 6 months. In January 2015, the coldest day of the year, the temperature dropped to below -40 degrees celcius with the windchill, the lock malfunctioned. My daughter was locked out of the house, the rest of the family was out of the country, so no backup keyed entry available. She thought maybe it was the battery in the fob so went to Home Depot and bought a replacement, still did not work. She was stuck outside for over an hour in those temperatures until a lock smith could come to let her in. When I contacted Kevo support, I was told that their electronic locks are not made to function in temperatures below -25 degrees celcius. It should be noted that this information was not printed anywhere on their product's label or in the documentation within the box. I asked why they sold a product in a country that would clearly malfunction in temperatures that are regular during the winter months. I was unable to get a response. I was told that I would get a refund of costs for lock and accessories as well as locksmith services (almost $150). It is now January 2016 and I have yet to receive this refund. Each time I am told I will get a call back or email back, I get nothing. If I did not followup, there would have been no communication. I have been told that the check is being processed, that it is in the mail, that it has been mailed, but I still have not received it. I have been lied to outright, told half truths, so many times, I have lost count. This company and its representatives lack honesty and integrity. It still has not been explained to me why they offer a product in a country that experiences temperatures below the functional capabilities of their product.
Review: Purchased a replacement exterior door handle assembly and the external thumb latch broke off which makes the door useless (you depress the thumb latch to operate the door). Contacted Kwikset at [redacted] for warranty replacement parts on Aug 25, 2014. They requested a scan picture of the receipt by email - sent immediately. Called back 3 weeks later and they state they did not get email or the required pictures of the door handle (new requirement?). Took multiple pictures and sent along with receipt. Called back the next day and she (LXR) stated still did not receive email. Resent a few more times (email size is small so not being rejected). Called back again to check if received and LXR stated that she gets many emails and it takes quite a while to go through them, Called back next day and she still hasn't found the emails. I believe they are just playing games until I go away. I have been without a back door handle/lock for quite a while now. I hope you can help. Thank you, [redacted]Desired Settlement: clerk LXR says the replacement part is ready to be shipped - she just won't ship it without an email of the receipt and pictures of the door handle. I have sent them multiple times, but LXR says she is too busy to look for them.
Business
Response:
Hello,
I do apologize for the agent's behavior in helping you. I do show we located the emails and then placed and shipped the product on 09/18/2014. Please let us know if you need any future assistance.
Thank you,
Kwikset [redacted]