RemoteLock — Local services in Denver

WORST CUSTOMER SERVICE EVER!

The locks are good, so don't get me wrong. If you're only interested in the product, you should be in good shape.

However, should anything ever go wrong with that product, good luck. They are horrible.

You can call, but there's no chance you'll speak to a human being. You can open a ticket and they'll respond within one or two days.

I even reached out to the CEO via LinkedIn, thinking maybe I could get a number. We use the locks for our business, so I thought there might be a number we could call.

No chance! He didn't respond and the abysmal customer service continues.

My most recent encounter was a question regarding a bill I received. The answer was one sentence and clarified absolutely nothing. So I wrote back, and will undoubtedly wait a full day for anyone to respond to that.

Hope this helps!

Update: After writing review on a number of sites,reaching out to the CEO, and writing the only contact I had at Lockstate, someone did finally get back to me. He actually told me that going forward, I should contact him directly if I ever needed anything. So, for me, that solves the problem.

I also received a call regarding this post a few weeks later, wanting to ensure that I had been contacted and that everything was working as it should now. Hence the update.

There was a response for me, so I've updated the star rating I've given them. However, I don't expect that the customer service overall will improve, so many of my initial concerns for other consumers are...

The locks that remote lock provide are must haves for rental properties. I have been using their locks since they first came out 10 years ago and they have made my short term rentals so much easier to manage. No lost keys. Last minute bookings handled. Much better security for guests and easier access for groups with many people as they can all have access to the unique code for their particular visit. Their original locks were not internet dependent and they can be programmed for any precise period in advance and communicated to the guests. Their new locks have Internet connectibility but don’t have the same ability to be programmed off line which is important if the location has spotty internet. Hopefully they will combine these two characteristics into one lock device. Off line programmability AND internet connectivity. Their customer service has also been very responsive and helpful when needed.

Update: I did just read many negative reviews about customer service and the locks. I have only used the older non internet connected locks and they have worked flawlessly for the most part for years. After years of use I did replace one or two because the buttons wore out. I have never wished they were internet connected because you could literally program them off line instantly for any time period. Once the guest has the code they can input their own 4-5 digit code. I hope they still sell these original locks. I’ve not had customer service issues but then I really only needed service a...

Abysmal, terrible, the worst customer service we've ever experienced. We opened a support case on August 6 and have 12 emails, three phone calls and two voicemails to LockState to help resolve a malfunction with the lock and an issue with time programming and have still not received a call back after multiple requests and it has been a whopping thee and a half weeks! You cannot even leave a voicemail on their support line as there is an automated message that kicks you back to music vs. allowing you to leave a vociemail. Glitchy lock = we cannot travel anywhere and have to be at home or available all the time to assist guests to accessing the home when the lock fails. My husband even had to climb through a window when we first started having issues because even the physical key wouldn't work. They are located here in Denver and my husband is physically going down to their office today to understand how they cannot answer customer's with product issues and try to get an answer and some resolution. In the meantime, we will be looking at other automated lock companies for our other AirBnB rentals and recommend you do too if you're reading this review as other wise you're paying a lot of money for a product that doesn't work and a customer service experience that is a customer's...