Erentallock.com - The Cloud-Based Smart Lock System for Vacation & Airbnb Rentals (2.5 of 5 points)

Do not buy. At first they seemed good but everytime the battery dies you have to go through a long reprogramming sequence. Worse yet, both stopped working in six years. Tech support said that "was to be expected." No, I don't think so. Had to pay another $700 to replace them

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We bought 8 of these back in Nov 2019. Spoke to Todd in customer support and he guaranteed that these had all the functions we needed and wouldn't have a subscription cost -- boy did we not realize the real cost of these darned locks. We sent them to our remote rental properties that we have someone managing for us, and the original manager programmed all the locks to their test site, which they'd sent us, not realizing that it wasn't our account -- so that was problem #1. Tech support had to remove them for us because we then couldn't remove them from the test site, but that seemed to have caused a number of issues with the locks after they were migrated to our account (they all had to be reprogrammed still). We ended up hiring a new manager and she and the handyman both separately tried to program the locks, following the step-by-step set up guide provided by eRentalLock. They both found that none of the locks were able to be programmed with a master code, and other codes were not showing up in the portal. They reached out to tech support at the time, over and over, only to be referred back to the same guide they'd been using, over and over. So none of the locks worked, and tech support would not help. We made multiple requests to tech support to remotely log in to our account to see if they could fix the issues, and they ignored this request every time and only referred us back to the guide.

We ended up having to buy an entire new set of locks for these properties so that we had working locks when our guests arrived (which was weeks after we received the locks - should have been enough time to get them fixed, or replaced if they weren't fixable). We contacted eRentalLock for a refund, since they were unable or unwilling to figure out a way to make our locks work. I'm literally still working on this, as of August 2020, and we purchased the locks in November 2019. Todd is now telling me that he offered our manager call-in support (I've had both of them forward me ALL their communications, and no, he did not). He's also been telling me, for months, that in the multiple times that my manager and handyman separately reached out to tech support to try to get our locks fixed so they would work, neither of them even once read the guide on how to program the locks. This is incredibly insulting and infuriating. Why would they continue reaching out to tech support so many times while refusing to ever read the directions? eRentalLock REFUSES to believe the possibility that there actually is something wrong with these locks and the regular guidelines actually aren't working for us; they won't even look into it. About to initiate a chargeback to have the bank deal with this BS because we were never able to make the locks work. Also, if programming these into the test site is what caused them to not work, eRentalLock definitely should not be giving customers access to this test site (that they created so you can test your locks) that breaks their locks. DO NOT PURCHASE THESE, THEY ARE ABSOLUTE TRASH AND SO IS THIS COMPANY.

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Todd writes 3 years ago

April,
Sorry to know you are unhappy with our service.
Before you received your locks, we sent your online account login credentials with order tracking number and invoice, but you sent your first property manager our test account login credentials, so your first property manager used the test account to setup your locks and used the locks to manage your properties for months without any problem. After you changed your property manager, you found the account problem, and we helped you to move the locks from test account to your account. The problem is the new property manager wanted to reset all locks and setup them again, and she didn't want to spend time on those locks. Below is the email we got from you.
"eRentalLock,
Good afternoon, I hope you're doing well. I purchased 8 deadbolt locks from eRentalLock in late November 2019 and had them shipped to Leavenworth, WA to my rental properties there. I had my property manager out there install them and she says she's been using the online portal to generate door codes for these locks for months. Now I'm transitioning to a new manager and have been changing all the passwords on my accounts to ensure that there's no issues with getting locked out of these in future, and I found that my eRentalLock account doesn't have any locks registered to it. I have confirmed that my property manager did install these locks on my properties, and my impression in checking out this account is that she would have to register locks through it in order to generate codes for them and use the locks. Is that correct? If yes, I'm not sure why I'm not seeing any locks registered in my account. Are you able to help with this conundrum??

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I purchased 3 locks from Erentallock for 3 of my properties. 2 of them worked properly but the 3rd one did not. I had problems with it from day 1. Todd, the gentelman that is in customer service insisted that I was doing something wrong. I had paid someone to install all 3 of them and the other 2 were fine so I knew it was not an issue on our end.

He would not replace the defunct lock that they sent to me. I actually think it was used when I got it. So my mainteniance guy jerry rigged the lock for awhile. But considering the cost, the lock should have worked. It finally stopped working again so they guy said that if I sent it back he would fix the lock for me. So I sent it back and it worked for almost a year and a half and it then stopped working. Todd told me that I needed a part for it and that I needed to buy it as it was out of warranty. If you have renters you can relate to how inconvient this can be to have to take off a lock and send it back to the manufacture and have to put a temporary lock on the door while it is getting fixed and then a year later have it not work again!!

The price to install the lock, then have to put in a tempoarary lock in while it was getting fixed only to have it not work again a year later is quite costly and very much an inconvience to the renters but also time consuming and costly to the home owner.

Then each time the battery dies, you have to re code it which is also very complicated and Todd will e mail you instructions yet the website says that they have 24/hours customer service. This is not true either. One time I e mailed him and he said that he was out of the country and could not help me. Again, leaving my tenants without being able to lock thier door which is a huge liabilty to the landlord.

So now I am in a situation where my tenats are not able to lock their door and I am told by Todd that I have to order and pay for a new part even though I have only had the so called fixed lock a year and a half.

The cost to repair and this lock has far exeeded the price of the lock so if your looking for a reliable product and good customer service, this is not the company! Especially if you are using this lock for a rental. I cannot tell you how many times it has broken down only to leave me in a panic situation to get it fixed as it has happened late at night at times.

Do not believe the reviews on thier website as they only post the good ones.

There are other places to get these locks so I would look other place if your looking for a reliable lock and good customer service.

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I don't recommend buying this lock for a vacation rental place!!! I bought this lock 8 months ago and it's already broken. My guests couldn't get back inside! The lock is broken inside and the door won't open with code or with a key. I had to have someone get inside the condo through the window and they had to completely take the lock apart because it's broken and it won't open the door. This company has absolutely no support help. No phone number to call. I sent few emails and their reply was a video how to use a key. What a joke!!! No help whatsoever! My guests could have been trapped inside unable to leave for the airport or something like that.
Terrible lock for $330!!! Don't waste your money on that. That's a headache for vacation rental owner! I can't even imagine if I didn't live close by.

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Martina Light writes 6 years ago

I just want to follow up on the issue I had. I was able to get my lock fixed by the eRentalLock. I mailed them my lock and they replaced a broken part and fixed it for me. I was told this problem was caused by completely corroded latch.
I installed my lock back about a week ago. I put a little bit of grease on the latch to try to prevent it from corroding.
Hopefully I won't have any more problems.
It's a great help having this lock for a vacation rental.

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cia writes 5 years ago

I could not agree more with this statement. The lock has out me, a landlord in so many panic situations. I just wrote a review on the Rip Off Report. You may want to do the same to prevent others from having the same issues. The customer service is a joke and my lock was broken upon arrival and the guy insisted that it was installed wrong even though we had already installed 2 others that worked!

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