RemoteLock Avis 

Love the product and the ease of implementation into our company!

We have over 20 RemoteLock locks and have been customers for about five years. Unfortunately, despite a significant investment, we have likely replaced almost every lock at least once, many of them failing in under two years.

Customer service is extremely poor. It is difficult to reach anyone, the process to get actual help involves many steps, and responses are rarely prompt. When issues arise, it often feels like you are on your own.

The software itself has good ideas and functionality. Being able to see when guests check in, integrate with other property management software, automate code creation, and email guests is genuinely helpful. The concept of the platform is solid.

However, the hardware is the major failure point, and I strongly advise not purchasing RemoteLock hardware directly. In our experience, they do not stand behind their products. We have dealt with moisture getting inside locks, locks suddenly stopping working, keypads and numbers not being read, and complete failures without warning.

Indoor locks performed reasonably well, but outdoor locks were a consistent problem.

We are located in Michigan, where we experience extreme summer heat, extreme winter cold, wind, moisture, and everything in between. The locks performed far worse in cold and windy months, with frequent failures in winter conditions.

We have invested an obscene amount of money trying to make this system work. After years of replacements, troubleshooting, and frustration, we are now transitioning away from RemoteLock hardware. Despite our best efforts to make our investment successful, it ultimately failed.

Do not purchase RemoteLock hardware. You will most likely regret it, especially if you operate in cold climates.

Three years ago I ordered replaced keypads, from RemoteLock, for my two deadbolt locks. RemoteLock sent me the wrong keypads for my specific locks but I didnt realize it because the old keypads started working again and I never installed the new keypads. Now they will not refund me or send me the correct keypads even though this was their fault to begin with and I paid for the replacement keypads. The customer service for this company is terrible. You can only contact them via email and they take several days to respond to each email. It took several weeks to receive several emails. They don't have a way to file a complaint.

Poor Customer Service. They never answer calls and it takes days to return messages.

I ordered a Smart Home Hub. When I tried to set it up, it would not connect to WiFi, It remained OFFLINE. I contacted Remotelock and when I got no answer, Aeotec and Smartthings, I was informed that this is likely an old model that was not updated prior to distribution. I tried for 2 days to get help from RemoteLock, they finally answered today.
1- They said that this model only works with 2.4 ghz. and that they are not responsible if my internet is not compatible. They said to deal with my internet company to figure this out-

NOTE: In the website, it states: WiFi Bands supported: 2.4GHz/5GHz

2- I was told that the refund policy- even though the product is defective- is:
'I also wanted to inform you that according to our Warranty Returns policy, the customer is responsible for the shipping costs to ship the device back to us and will also incur a 20% restocking fee, should they need to return a device.'

I am so disappointed and frustrated.

I have been using Yale August Locks since 2019. RemoteLock came into play around the 2021, my experience has been mid to good all the way through. However, as of this past 24 months, I realized that they are as small of a business as I am. I purchased multiple pieces of equipment for a new facility, thinking that I could solve the entry and exit challenge on my own, to the tune of approximately $1500. Then via a third party had access to RemoteLock employees/owners/not really sure, but in communication they recommended something that was about $1300, being a busy business person I relied on their expertise. Because at that moment I realized that they were a tiny bit shady at that moment, I asked before I purchased the recommended piece of equipment, can I return the previously purchased/uninstalled equipment as a credit towards the purchase. I was informed that of the return policy and reassured that yes since you started the return process before the 30 days I was good, but I had to pay for the recommended equipment separately. I said OK, almost knowing that they were not going to live up to that email (important point of contention here, I have the email). Well yesterday (4/25/2025), I got a meandering email from Merilee, basically stating I am out of luck with the other equipment, but she is willing to try to help me get the recommended equipment installed if i could provide my location so they can source an installation person. Mind you, I contacted them on 4/23/2025, regarding the return and needing any kind of assistance with the installation, since local locksmiths are brand loyal, but I have minor experience with Access Control, and can do it, just need good instructions.

LONG Story Short, BEWARE Locksmith has taken just under $3000 from me, and none of it is installed, working to help me generate revenue. They at best respond in 48 hours, with watered down responses, and smooth talk to get another purchase. I am looking at other options because how can you trust ACCESS to a company that seems like they have 5-8 people working there, but seem like they have 50-100, and your communication gets lost in all of those people. DO NOT PURCHASE ANYTHING WITHOUT GETTING EVERYTHING IN WRITING!! If you choose them at all. Look around, they are no longer the only ones doing this. BUYER BEWARE!!!!!

I am revising a previous entry. I had trouble getting support to respond, but they have. My issue has since been resolved. The locks and system work very well. I am grateful that support has reached out.

We have been using RemoteLock for years in our apartments. I’m now thinking about taking advantage of all the new things they’ve built in the last few years. Just being able to let service people in without having to meet them at the property has been a godsend. We plan on trying the new integration with our property management software to see how it works. I'll let you know. Highly recommend!

Generally speaking, the locks themselves are pretty reliable. I really, really hate to have to right this, but this company might have some of the worst customer service of any organization ... anywhere. You can never reach them in a timely manner. When it comes to locks, it can sometimes be a real emergency situation. But don't count on them to be there for you in a pinch. I'll continue to search for other options for our locks.

My experience through the pre-constuction phase and construction phase were very difficult. The incorrect products were specified at the beginning by a Remote Lock employee and that same employee was almost impossible to contact. I would go two to three months without hearing from Remote Lock even after dozens of calls. I suggested to the owner to go with a different supplier many times. If ever asked, I will never suggest any hotel ever use your product.

Getting issues resolved in a timely manner is not typical with Remotelock. It took three months to get my issue somewhat resolved. The manner in which some representatives talked to the customer was unacceptable.

Several months ago we had some issues. Our representative, Jake, handled them extremely well. We were impressed with the improvements made and level of communication.

Remote lock was a very difficult experience. First they charged me for 12 months without me realizing why. Took days for me to find someone to explain why I was charged twice once for what seemed like a much my months subscription another for what seemed like 6 ish months.
Next I couldn't get it to work with my PMS though my previous lock system worked fine with my other PMS (the new PMS didn't have my old lock integration). I couldn't get any customer support though I could book a call 5 days later when I needed my locks to work that weekend for my business to operate.

** Edit to update that Remote Lock did call me today and a very very kind and understanding woman helped resolve my issue and issued me a refund when I told her I already went back to my old locks and PMS because this was too stressful.

I've changed my one star to three stars since they put it all behind us. Thank you remote lock

Outrageous behavior. Paid for a 1-year subscription. After six months, the system deactivated the subscription. No reason given, and all that appears is "This feature requires and Active Subscription" Excuse me? We PREPAID for one year. Opened tickets with their help desk, sent emails. Completely ignored The only remaining option is to get a full refund through standard credit card practices, since this is a fraudulent company perpetrating fraud on consumers.

I used RemoteLock for over a year for my short-term rentals, but consistent issues with code generation left me doing manual fixes instead of enjoying the convenience I paid for. Every time their software failed, their response was to blame my Schlage locks—despite my multiple locks working perfectly with other software.

After repeated failures, I requested an investigation or at least a small refund for the days their service didn’t work. They declined, even though I had verified the issue was entirely on their end. Adding insult to injury, they ignored their own cancellation policy, refusing to refund unused time and keeping more money than they were entitled to.

Good riddance. With many short-term rental platforms now offering direct code integration, businesses like RemoteLock and their subpar customer service don’t deserve clients.

Our hotel ordered 50 wifi based locks, within 8 months they stopped working due to humidity (florida). Remotelock failed us after spending nearly $20,000. We have 5 other hotels we planned to install new locks on but now we won't be using remotelock for that order.

Ransomware. Locks obsolete unless you pay their extortionate fees, that didn't exist when purchased.

I had a remote lock for about 10 years and when it broke I contacted the company about a new lock. Even though the lock cost more than other competitors I bought it because I was happy with how it worked in the past. I was assured that I would be grandfathered in to a $0 subscription plan like I had with my previous lock. After getting the lock and then eventually installing it on my door I noticed they wanted a credit card to complete the installation. I contacted the company and they said the plan had changed for this lock and I would have to pay a $72 annual subscription fee now. I explained on the phone and an emails that I was told I'd be grandfathered in with no subscription fee since I had previously owned a remote lock. They said that is incorrect and would not allow me to send the lock back for a refund. Definitely felt like a bait and switch situation. The $531 cost of the lock now increases by $72 per year with the subscription in order to control the remotely which was the reason I had used remote locks in the past. So if they don't raise the cost of the subscription I'll then pay an extra $720 that I did not intend to do over a 10-year period.

I have about 10 of their locks on our Airbnb's, takes days to get a response via email, when I call I'm on hold for 15 minutes then it forces me to leave a voicemail. Its a bunch of snowflakes "working" there that don't understand business.

Their customer service could not be worse. They never answer regardless of how long you're on hold. Don't expect to hear back within a couple business days.. they're an absolute wreck. Steer clear and go with literally any other business. The locks have tons and tons of issues.