Customer Ratings & Reviews

First time I scheduled they did not show up to install the lock. 2nd time installer was late and said he couldn’t install because he is not allowed to drill a hole in the. For the price they are charging this is a rip off i will not recommend

Very knowledgeable and installation done very well.

Good installation service and explanation of product

Took all day between them leaving several times for a required additional tool (larger drill bit which was used to expand the hole for the door lock), I would not recommend this installation service.

I have an appointment on this Saturday from 12 to 8 pm. First of all 8 hrs window is ridiculous. Anyways, some techniciam called at 5 pm and said he would be there at around 6:30 PM. He did not show up at 6:30 pm, texted me saying he is stuck with earlier customer and would be late. It continued till 9 pm. So the appointment was cancelled. On next day, same thing continued. I have escalated and Manager says I need to wait and technician is not responding to him. What can I say, cancelled the order and got this installed through local handyman in 10 min sharp. Not at all happy with their service. No value to customer's time and they do not have transparency and coordination.

First installer ran out of time; second and third couldn’t do it. Third told me it was defective and I returned it. A smart light switch was also part of the install and I haven’t gotten any satisfaction even after the store manager escalated it. People are all nice but the system and process is very bad if anything goes awry. In the interest of fairness, the first guys did install a Ring and a different lock.

schedule was flaky . installation was not neat. software setup was not done correctly

This was a horrible experience. First they sent out a third-party installer that was not a locksmith to install a digital lock. Then the installer was not able to troubleshoot the lock. Then the installer left the lock in and made me reschedule to get the lock removed and replaced. This install was for my rental home that was 300 miles away, I had to make the trip twice to remedy the situation. I will never use geek squad to install something in my home.

The original request for repair or replacement of the smart door lock has never been completed. No follow-up, no communication from Best Buy. Geek Squad tech came out to evaluate and said we would need replacement, but nothing in a month.

Agents window to arrive was 7am-1pm. Never showed during those hours. I called the Best Buy operator and was on hold for 55 minutes. They said they would call in 30 minutes. Installer called 2 hours later. Team showed up at 7pm. Installed the nest lock and it wouldn’t lock. They said I may need a new door. I am waiting for service to see if it can be fixed. If not I will take back the nest lock.

Not very happy with Best Buy installation service. No one showed up on the installation date. Had to call 3x and was informed to wait for 1 hour past the install window. No one showed up. Called back and was asked to reschedule the next day. This time the company came to install but they were not prepared. Did not have the right tools and to make things worse put a dent on my door frame. Never been so dissatisfied with the install.

Asked for Geek Squad & got a third party installer. Couldn't locate part at the warehouse because Bast Buy never recieved it. Did not notify until day of. Took off a full day of work to get the device installed. I do not recommend their install as well as their total tech program if the unstall is a deciding factor in purchasing.

The third party did not really go over how to use the door lock, so have to now read up on it to get its full use.

The agents were lack luster and trying to rush through installations and force the product by being aggressive and jamming it.

They never call the night before and then they call me 20 mins after their last job. I call Geek Squad and told no call me the night before and indicated to me someone will follow up. Of course that never happens. When they came they indicated they only replace the existing deadbolt but the website never statements thy needed to be an existing deadbolt. I had to pay for an outside company to install my deadbolt.

worst experience ever.Tech came put on the door hardware,never program the lock ,then lied and say I have to download an app.up to now never return and Bestbuy fail to send someone that knows what they doing to complete the job.What good is a smart lock if you not program it. Could have bought a regular lock.Do not even deserve a star.

I took time from work to make sure I was home for the installation, but the person that was supposed to install my door lock left some made up reason for not showing up. I recognized his voice because he came once before, but at the time the lock was defective, he had also used his cell phone to inform me when he was arriving, but this time around he was sneaky and used a 800 number to leave this made up excuse. He want to reschedule a day that I would have to take time off from work again which is not going to happen, I already lost money, so once bitten, twice shy.

I wanted to install the smart lock by drilling a hole from scratch on my door but the technician was not willing to drill the hole but replace the existing lock on the door with smart lock. I wanted both my existing door lock and also smart lock. I checked with bestbuy before we i buying the smart if best will install from scratch but I am really disappointed they didnt install they way i wanted...

The service was not completed. The assigned technician chose not to attend two scheduled appointments without explaination. I cancelled the service and obtained a refund for the installation and returned the hardware.

A third party person became frustrated during install and said he had never installed this lock before. He finally left me with a smart lock that wouldn’t work. Was told by manufacturer that it was installed incorrectly. Unable to get a service appt. Until mid January. I will not be renewing Totaltech after this year.