Customer Ratings & Reviews

I purchased the Kwikset Halo Touchscreen from Best Buy, and it has been nothing short of a nightmare. I received the lock on July 8th, and it was defective out of the box. After hours of troubleshooting, I called for a replacement, which was sent on July 10th. Unfortunately, the problems didn’t end there. Since installing the new lock, I've had to change the batteries 10 TIMES. Yes, 10 times in just a couple of months! The lock drains roughly 10% battery a day and stops working anywhere between 40% and 15% battery life. And when I say "stops working," I mean the lock either jams or just ceases to function entirely, leaving my home unlocked without my knowledge. The "low battery" alerts I set up only worked once. It’s infuriating and dangerous. By the time I realized this product was completely faulty and untrustworthy, Best Buy's new 2-week return policy had passed. Had I been aware of this policy (which now requires a membership for the usual 30-day return window), I would have returned the lock on July 23rd. Now I’m stuck with a useless product that keeps draining batteries like candy, even though I’ve tried every brand of batteries and repositioned my extender multiple times to no avail. I contacted Kwikset in early September, hoping for a solution, only to encounter the rudest customer service rep I’ve ever spoken to. She implied that the issues were my fault, which is absurd given that my neighbor has a similar Kwikset lock (without the touchscreen), on a larger house, with no problems. They use the same internet, no extender, and have none of the headaches I’ve been dealing with. Kwikset eventually sent a new motor, which took 8 weeks to arrive with no notification, and after installing it last night, guess what? It’s already down 10% battery today. This is clearly a product defect, as I've now seen multiple complaints about battery drainage on Kwikset's website, but this information was conveniently missing from Best Buy’s significantly higher-than-average reviews for the product. In fact, the number of reviews and the overall rating on Best Buy's site is vastly different from other retailers—something that, in hindsight, raises a lot of red flags. Even worse, I posted a review on Best Buy’s site last month, and it never appeared. Why? This whole experience has soured me on both Kwikset and Best Buy. The lock costs $200, plus the added expense of 10 sets of brand-name AA batteries. When I contacted Kwikset again, their rep basically told me if this motor didn’t fix it, there was nothing more they could do. How is it acceptable for a company to sell such a flawed product and then wash their hands of the issue? Save yourself the headache and money. Avoid this lock and, frankly, rethink trusting Best Buy’s reviews.

I never liked how it made a loud grinding noise when locking and unlocking. Plus, it takes a few seconds longer to lock or unlock versus the older smart lock versions. After a few months, it started having technical issues, and we had to return it. Given the high price tag, you’d expect better quality.

I put in 3 of these. I couldn't reliably get in because the batteries kept draining so fast. I replaced all 3 with another brand that has consistently worked better and I haven't had to replace batteries (yet).

Auto lock is good but not from this product. Battery drains very quick and changed batteries more than 5 times in last 5 months. Finger print marks has been another problem on the touch screen. I didn’t expect the product to be this bad. I had used other auto lock systems, they were good.

I bought two of these locks. Both need battery replacements within a month. Very unacceptable.

I did change the battery 3 times in one month, I’m no happy with it I’m going to take it back to the store

Randomly locks and unlocks. I can't trust it. Even after technical support.

Used total tech to install. Does not work properly. I am in the process of asking them to correct. I will update review after giving them a chance to correct.

Purchased the lock and the installation that comes with total tech membership. Tech never showed up. Called and instead of making it right, had to file a complaint. Rep called and apologized and scheduled another install. No one came once again. Corporate complaint department called. At this point best buy needed to take responsibility and expediciously make the installation happen but instead i was put into the back of the line and another install was scheduled for a week out. I returned the item, cancelled total tech membership and will be returning the other item i purchased. Went to another retailer, purchased a better lock and installed it myself at this point. When i needed the installation to happen i did not have time to do it myself and relied on best buy, but this is for the last time because they failed and have useless and worthless escalation process that just states that they would also be mad and put me back into regular line when this needed to be done asap. Poor customer service that resulted in a lost customer and reputation. Poor customer service has consequences

Love Kwikset hardware for the most part. After a 3rd “smart lock” with them I’m going to Schlage. This one is garbage. Batteries last about a month and it stops working with no warning. Connecting to Internet or Bluetooth is terrible.App is terrible. Looks great but locked out of my house for the last time b/c of this garbage lock.goes through batteries like you wouldn’t believe. Spent so much money on Kwikset locks. Most good, this one is trash. 0 customer service, won’t refund, bye Kwikset!