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June 29, 2010

Schlage Securekey Problems

Reports are coming in about significant problems with the new Schlage Securekey product line. Specifically, these problems include design manufacture inconsistencies and parts not performing the task for which they were designed.

Apparently, some of the internal pin tumbler workings are known to separate from the side bar element, causing keys to not work as they are supposed to.

There have been reports of the cylinders able to be re-keyed without the use of the special key provided.

People locked out of Schlage Securekey products have generally required the product destroyed and replaced, because of the apparent inability or difficulty to have a key determined.

We are looking into these claims and plan to report more as we find out.


36 comments:

  1. I just had a problem with mine today. I have two Schlage locks and I had a problem with not being able to turn the lock at all after it was rekeyed. I thought I was going to have to take it back. I kept messing with it and I managed to fix it. I believe when I put the new securekey in the lock and turned it from 11 O'clock back to 12 O'clock, the key wasn't fully incerted and maybe causing it to "Mis-rekey". Which resulted in a fully incerted key not maching. I had to reincert the same securekey and keep turn pressure as it slid in to match where I had done it the first time. It worked. I tured it back to the 11 O'clock position, slid the Securekey fully into the lock and retured it back to 12 O'clock. Bingo, I have matching locks now.

    ReplyDelete
  2. I am a retailer in CA, and the very first Securekey deadbolt I "rekeyed" for a customer came back two days later and the key no longer worked. Not a good start for Schlage's Securekey. I know this is a problem with the Kwikset Smartkey too.

    ReplyDelete
  3. I thought it'd be wise to invest in a "premium" lock at my rental property, so I bought a Schlage SecureKey. Bad decision. I've gotten calls from angry tenants twice in the two weeks since installation. The Regular keys work intermittently. It looks like the lock gets stuck halfway to re-keying mode, effectively locking the tenants out. I have to use the master key to reset the system. This lockset is getting returned to HomeDepot tonight!

    ReplyDelete
  4. Please note: Schlage Securekey Products or Kwikset Smartkey Products CANNOT be master keyed. It is physically impossible.

    Kwikset produce a special product that incorporates an additional keyhole in the deadbolt to allow an over-ride key to act like a master or landlords key.

    ReplyDelete
  5. ya sux! after a month my key would not work, luckily this was discovered while trying to lock it and not when trying to unlock it! took the cylinder back to lowes and swapped it for a new one... hope this one lasts longer!!!

    ReplyDelete
  6. returning the second one in 2 weeks tonight! 3rd time's a charm???...let's hope. both times the problem has occured in the deadbolt component. after several days of working just fine, it just stops. key will go in, but the cylinder will not turn. can lock/unlock fine from inside, just not with the key. on both occasions, we have tried to re-key...cannot be done, as not even the master re-key key will turn it. we have two doors with this lock. one has been fine. the problem is involving, of course, the front door...the most used, main entrance.

    ReplyDelete
  7. schlage Secure Key is the worst key ever made and a hazard to homeowners. I have a 70% failure rate in 6 months.

    I installed 10 last July and August, and 2 of them failed within 30 days. Today, I received notice from a tenant that the 7th had failed.

    The problems range from keys getting stuck in them and you can't turn them or get them out to everything seeming fine until you get home and find you can't get in. The rekey function doesn't work to correct the problem, either. There is no way to get the door open, except to destroy the lock, unless you have access to the inside from another door.

    Schlage service is just as bad. First they promised delivery of replacements (just plain deadbolts, this time) 3 times and failed all 3. They had no explanation as to why they didn't ship my replacements.

    Then they sent my shipment to someone else in a different state. Next they sent me the wrong type of lock. Last, they sent the right locks, but there was only 1 key for 3 locks.

    Who know if they will replace the other 7, but I am so exhausted from hassling with them for weeks on the phone and replacing locks and driving all over the city to let people into their homes that I almost don't care any more. They can't deliver and aren't worth the hassle and effort of trying.

    I am done with Schlage and don't plan to use anyone else's Secure Key-type locks, either.

    ReplyDelete
  8. This is the second time I've had problems with these new locks. I took the first one back after a week, now a month later the same thing has happened - the deadbolt won't turn unless you jiggle, jiggle, and then aggressively JIGGLE the key. You almost feel like you are going to break the key. Our Home Depot don't have anything BUT the Secure Key type locks - so much for Schlage! Perhaps I need to buy my locks from Walmart from now own - at least I can get into the front door everytime! Unsatisfied in Colorado.

    ReplyDelete
  9. Add me to the list. Two Schlage Secure Key locks, two troubles. Twice now, the key just stops working. I wish I had looked around the internet the first time.

    ReplyDelete
  10. what is a good alternative?

    ReplyDelete
  11. Buy your locks from a locksmith,
    we know better!!

    ReplyDelete
  12. I think some people are using the Blue key inadvertently. This causes all keys (Blue and regular) to not work. The person may insert Blue key fully and turn to 11 oclock reset position and then partially withdraw and turn back to 12 oclock (a new position). To correct this, try what Steven suggested, by slowly inserting Blue key (wiggling) and turning counter clockwise. This will put you back in reset mode if you find the right spot. Turn back to 12 oclock to effectively reset to your original key.

    ReplyDelete
  13. Same problem here. Followed the instructions to a t and ended up with a dead product. I'll never purchase another Schlage lock as long as I live. If a company can produce such junk, they obviously have little to no concern for their customers.

    ReplyDelete
  14. I went ahead and ordered about 20 of these SecureKey locks, and I've only had 1 of them fail. I was able to get a replacement core. On top of that, I was deciding on whether or not to go SFIC... I did buy a Pak-A-Punch for Schlage, with blanks and blank blue keys, but I'm considering buying some new 6 pin SC4 style keyway cores and just go back to pinning them by hand like I used to do. 6 pins will also give more security too... but it takes longer to pin 20 cores. I'll have to see if any of the other ones decide to die.

    ReplyDelete
  15. I had two SecureKey deadbolts. After a few months, I could feel the cylinder starting to stop at the rekey position with the regular key, and not the blue key. Then I could remove the regular key at the rekey position. Had to stop locking the deadbolt, and called Schlage to send me two regular pin/tumbler cylinders. Schlage has definitely heard, and knows, about the problems. They will have to either go back to the original cylinders, or resolve the issues on the SK.

    ReplyDelete
  16. My secure key deadbolt miskeyed once...was able to rekey. Now it won't turn with any key. But still works fine from the inside.

    I just contacted Schlage...they are sending replacement cylinders for free. They suggested "traditional" cylinders due to "ongoing issues" with the secure key line.

    Overall, fast friendly service. I love my Schlage locks..and they are fixing the problem for me. So I guess I'm satisfied.

    ReplyDelete
  17. Same here. My front door Schlage locks with the secure key junk just quit working after about 7 months or so. I put a bunch of graphite lubricant in the thing and then finally got it to "re-key" using the same key and reset key that had quit working. I'm really not sure if the graphite solved the problem or if resetting it did, but I wasn't able to turn the reset key to the 11 oclock position until I stuck some lube in the keyhole. Now it seems to work like a charm again. I had the same problem with kwikset smart key junk on the first day and the Schlage set was the replacement. Now let's see how long the fix lasts....

    ReplyDelete
  18. I'm SO angry. I thought it would be a "great investment" to spend $130 on my new door lock so that I wouldn't have to purchase a new lock every time I wanted to re-key my door. I bought it February, 2011. About a month ago, I noticed that the keys were a little harder to use in the door. Now, the keys are worthless. Including the reset key. Somehow the inside of the lock "re-keyed" itself. Home Depot can't do anything. They told me that the company is probably going to recall the locks soon because the same thing is happening to a lot of people. Why the heck are the products still on the shelf?!?! The Home Depot employee couldn't answer that question. I'll be calling Schlage in the morning. :(

    ReplyDelete
  19. Well, I have had both my sets fail around the 7 month mark within a few weeks of one another. I had originally purchased 2 combo sets keyed alike in January straight from Home Depot. Out of the box, no problems until a few weeks ago, and it is only the deadbolts. I have read all the comments so far, at it is unbelievable that this continues.
    Unfortunately, I have been unable to find the original purchase receipt. My desire is a complete refund or replacement sets consisting of pre-smartkey design. Unbelievable!

    ReplyDelete
  20. I have a different problem. Maybe we installed our two sets wrong on the security door and front door. My complaint is about the inside door lock. If the doorknob is in lock position and you turn the knob to go outside, the lock does not automatically unlock. If you don't manually unlock the door, it stays locked and you get locked out! Is there something in installation we missed? Other knobs either don't rotate until you unlock the button, or the button automatically unlocks and you never get locked out! Unless we can change this, both sets are going back. The rekey issues here are further unappealing.

    ReplyDelete
    Replies
    1. That's how Schlage works, even the dreaded "F" series.

      Everybody hates them.

      Delete
  21. Many Schlage residential entrance sets are purposely designed to adhere to ADA guidelines that respect the ease in escaping through a locked door. A door can be locked externally (outside) but be left unlocked inside, to be able to have the escape mode. This innovation in certain product lines has lead to an enormous number of people accidentally locking themselves out.

    When you combine this issue with Schlage Securekey's obvious quality problems, the issue is further exasporated.

    You have purchased F series locksets, that are specifically designed in this way. Perhaps you were misled by a salesperson, but you need to return the product to avoid the issue.

    ReplyDelete
  22. We are replacing 256 Secure Key deadbolts after numerous lockouts. We built an apartment community and realized that the number of lock outs were increasing. There was no explanation and the reset key is in the hands of management, not the residents so that was not an excuse. Schlage is however standing behind their product and providing all of the replacements. Just a headache having to change out all of the residents keys.

    ReplyDelete
  23. My wife locked the door as she left and noticed that the key cylinder was about 15 Degrees to the left when she removed the factory key. Now the key will not go in and cannot open the door. No other way to get into the house other than breaking a window or drilling out the lock. Spent 5 minutes trying to get my key to work and 15 seconds to drill the lock and gain entry. Not too happy with Schlage. Now the problem is we bought this in may of this year, and the reciept has been thrown away.

    ReplyDelete
  24. The rekeying is a little tricky new out of the box.. But it is well worth it! It takes a little time after rekeying and messing with it until it has worn in. Couple of suggestions. Ensure Blue keys are FULLY inserted when they are turned.. may have to wiggle a little. Also consider, rekeying back and forth between both blue key resets to help break it in. Once these locksets are fully broken in, they are a Dream to rekey. Too bad Schlage pulled the product.. they only pulled it to avoid a lawsuit with Kwikset's Smart Key.

    ReplyDelete
  25. I bought mine 9 months ago. Had problems with it once and had to do the blue key trick to get it to work again. The other night came home and was locked out. Went to Lowes to get a new deadbolt. Noticed he didn't use the "blue" key to re-key it. He said Schlage has stopped making that lock as there were too many problems with it. I'm taking the old one back to Lowes to see if they will rectify the situation since it is clearly a manufacturing issue.

    ReplyDelete
  26. Welcome to my world people. As a locksmith I am often called to drill these things and start over. If everyone would stop buying these gadgets and and call me in the first place I could save them money and lots of time and trouble. Shouldn't complain though, DIY locksmiths spend more on locks and real locksmith services in the long run. Call your local locksmith, check his accredidation, tell him the level of security you want. Most will look at your job and give a free estimate, and yes it costs money, but getting the proper lock, (one your locksmith is familiar with, that is long lasting and easy to service), professionally installed and guaranteed for usually 90 days by your locksmith, and a year or more by the manufacturer is worth it.

    ReplyDelete
  27. I've had to rekey three times with this set (divorce, breaking in, stealing keys from the kids) figured this would at least save some money each time I had to change the locks. I did have one deadbolt fail, and Schlage sent me a new cylinder which fixed the problem.

    BUT what she told me was that if you get copies of the keys made at Lowes or Home Depot, the blanks they use are too thin, and will eventually start to work as a reset key on the lock. You can see the difference in thickness between the blue reset key and the gold regular key-- and she was right, the copies I got for the kids were thinner, and they were sticking. Schlage sent me new keys when I gave her the number. (They only would send me 2 duplicates the next time I had to change the locks, I have 3 kids and myself, it's kind of a pisser)

    But maybe that's what was happening-- making duplicates was throwing the pins off.

    Since only using the Gold keys direct from Schlage, have had no problems at all. Except I'd like a couple more of them.

    ReplyDelete
  28. We have an oil rubbed bronze securekey set which we purchased in Sept. 2010, only a year and a few months ago. The lock has been sticking for the past few days but today (and of course it had to be Sunday) the lock totally failed and we were locked out for over an hour and no matter what we did, we couldn't get the key to turn in the lock so we called a locksmith. Fortunately, my husband did manage to finally wrestle the lock open 5 minutes before the locksmith arrived which avoided the necessity of drilling the lock out. The locksmith informed us of the many, many known problems with the Schlage Securekey and was able to simply replace the cylinder with one of their old style, time tested models which should last us 30 years. I was delighted because we were able to keep the oil bronzed exterior but with something more reliable. What a nightmare! They were right to discontinue selling this line of securekey.

    ReplyDelete
  29. Just returned my Schlage Securekey lock to Home depot which I purchased just 2 months ago. Same problems everyone is stating here. Worked fine and then all of a sudden I was locked out. The people at HD said that they have had "tons" of problems with these locks from Schlage and exchanged it for a new lock with schlage's old style lock. Hopefully, this lock lasts longer than 2 months. Securekey's design/technology is junk!

    ReplyDelete
  30. I also experienced a Schlage Securekey problem when the lock cylinder froze after several months of normal use. I bought this Schlage Securekey lock set 6 - 12 months ago and it supposedly came with a lifetime warranty. I called local hardware stores for info how to fix this frozen lock & here's what they said...

    Schlage has pulled all Securekey retail products and inventory from Home Depot and Lowes within the past several months with no official reason given to retail store employees. This sounds like a product recall that has *not* been formally announced to the public so Schlage can minimize the cost of the recall and force consumers to buy another lock. No mention of a product recall appears on the Schlage website, so I called Schlage Customer Service for more info...

    Schlage confirmed the Securekey product line has been withdrawn and replaced with another set of lock products. They offered me a single option to fix my non-working Schlage Securekey F60 lock set. They sent me a replacement lock cylinder for my F60 deadbolt, however I would have to take the new cylinder to a local locksmith and have it re-keyed at my expense.

    It seems to me that I should not have to pay for a locksmith to re-key a problem caused by faulty manufacturing and design of a Schlage lock that has a lifetime warranty. Anyone with a Securekey problem should report it to Consumer Reports magazine and to the Federal Trade Commission.

    ReplyDelete
  31. Locksmith is on his way and it's going to cost $75. Closed bedroom door and the mechanism locked on it's own. Have the key and you hear the lock turning over but it will not unlock. Won't buy this product again.

    ReplyDelete
  32. Had major problem with all 4 Securekey entry locks. Call Schlage told them the problem and they sent 4 new locks free of charge no question asked.

    ReplyDelete
  33. I just came home to find out that I was unable to open the deadbolt on my front door (maybe the last 6-8 months, the deadbolt has been fairly tricky to open). I've bought multiple deadbolts and even more outdoor securekey knobs. I've had all of them for 4 years now with no problems... which is much longer than most complaints. Hopefully I can still get it replaced while I figure out a better/alternate solution :-(

    ReplyDelete
  34. As the Schlage Securekey product has been discontinued, good luck finding old stock. If you decide to simply replace the cylinders (maintaining the hardware) you could save significant money compared to purchasing complete new hardware. If you have the F series locks, you will be happy to know that Schlage recently updated the version to prevent lockout.

    ReplyDelete
  35. My Schlage SecureKey deadbolt is not used much, and has not worked since last summer. I decided to re-key it but the reset key will not turn in the cylinder. I will be calling Schlage on Monday to see what they will do about it.

    ReplyDelete

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Came to the rescue and did what was needed. Pointed out problems but assured not urgent. Please feel free to have Danny pass out my number for my total experience review 314-351-5553

Charlie M. (St Louis, MO) November 2015


Danny was pleasure to meet and was very knowledgable. He explained several lock replacement options but I decided none of them were a good fit for a storm door, however, I did replace a lock on my entry door with a type of lock I had never seen before. I would highly recommend this company.
Patricia J (Bridgeton, MO) March 2014
They were prompt and showed up when he said he would show up. He knew his stuff. I had ordered new handles and he was honest enough to say that we don't need them that he can fix the doors and he did. Made me lock and unlock my doors to his satisfaction so that I knew what to do. Am very, very pleased with the service and cost.
Joyce K (Glencoe, MO) May 2015

Showed up on time for appointment. Was very knowledgeable about the project and offered a solution beyond what I asked to be done.
Stephen G (Chesterfield, MO) May 2015


Daniel was right on time, assessed the problems I had with two doors, made the repairs, and explained what caused the problems to begin with .... He is a "door expert" and a true professional. I highly recommend him.

Vince V (St. Louis MO) May, 2015




Danny was fabulous! He went over my concerns and he provided me with more than a fair quote. He was there when he said he was going to be there. I would highly recommend Danny. Cheers!
Denise S (Imperial, MO) May 18, 2014

Hired Danny to re-key locks on "new" house purchase. He advised to replace with new deadbolts & door knobs on 3 entry doors instead which I agreed with. All doors have 1 matching key & the safety of excellent quality product & workmanship. He also added new strike plate to door frame to complete project.. I recommend as your 1st & only call to a Locksmith.

Denise F (St. Louis, MO) April 3, 2014


Danny was very helpful in solving a pretty complex problem involving many lock.
Scott C (Eureka, MO) March 27, 2014




Needed patio door track to run smoothly. Arrived early, fixed door and explained what he was doing during repair. Quick and easy. Door works great, my wife will now speak to me, and I've become a better dancer.

Mike W. (Arnold/Oakville MO) July 2013


The owner spent a longtime with me on the phone helping diagnosis the problem. He was on-time, friendly and helped resolve my issue. I will definitely use him again!

Chris C (Lake St Louis, MO) July 2013


I had a very pleasant experience with Master Key Systems. They came out, did the job (which took longer than expected) and they did not change the price they quoted me. Now, I am not certain that it was a great value for the money because I don't have a comparison, but they did what they said, when they said, for the price they said. Enough said!!!

Antonio B (Saint Louis, Missouri) March 2013


Professional.. Upfront about charges. Fixed the sticky door within 20 minutes. I will recommend Master Key for exterior door issues.
Muthu R (Ballwin, MO) July 2012


Danny was a master craftsman, knowledgable and professional. I will be calling on him again in the future as well as passing on his services to friends and family.

Marsha L (Saint Louis, MO) July 2012


Danny was excellent! I called him on a Monday to fix a sliding glass door. He happened to have the exact part we needed (and it was not an easy find - we had looked everywhere) and he came over Tuesday evening. He stayed until 8:00 until the job was done, and cleaned up afterwards. He was courteous, professional, and efficient! I could not be happier!

Rachel P Maryland Heights, MO (July 2012)


He did an excellent job. Got there on time and quickly solved the issue. Was very pleasant and explained the situation and how to keep the door from sticking in the future. Would definitely use Master Key LLC again!

Neil F. (Saint Louis, MO) April 2012


Danny was very friendly and knowledgeable, although his apprentice seemed to do most of the work, Danny kept an eye on him to make sure it was done right. He had very reasonable pricing for re-keying.
Greg D (St Louis, MO) October 2011


He was extrememly fabulous and helpful and did a wonderful job. He was very professional.
Shannon M. (Arnold, MO) October 2011


Growing up spending so much of my time in Italy, the uniqueness of the Nova Classico left quite an impression on me. To be able to have and enjoy them in my own home here in the states is a nostalgic indulgence I'm enjoying beyond words. Thank you Danny for coordinating this transaction.

Joseph M (Chicago, IL) September 2011





great job. hired on the spot and he did job right then at great price

Ron B (Arnold, MO) July 2011







I searched the internet and found your services. I received three phone calls within several days. A service call was scheduled. Two gentlemen arrived promptly, analyzed the problem and fixed it.
James & Florenc M Saint Louis, MO July 2011

The repairman was on time and did an excellent job of fixing a very stubborn door lock. He was persistent and cleaned up the work area afterwards. I would use this service again.

Brenda F (Saint Peters, MO) June 2011


Danny at Master Key Systems has succeeded in making the purchasing of our Meroni door locks, from Italy, an absolute breeze. Even though I live in Australia with a 16hr time difference and was ordering door knobs from Italy that weren't in stock, the whole process was faultless. Danny was prompt and efficient with all his emails and made sure we had covered every possible variable so that the product I received was exactly as required. I would have no hesitation in recommending Danny for your next purchase.
Patrick Carr (Canberra, Australia)


Your product really helped because I needed to secure a nurse's station adjacent to a waiting room and needed a pocket door. Unfortunately, no real options were available to lock a pocket door effectively that would keep me compliant with HIPAA and secure an area that stores medical supplies. This was vitally important as this particular waiting room was for "waiting detox patients". Thank you very much.
Randall R The Fritz Clinic (Birmingham, Al) March 2011


Danny was very polite and knew what the problem was and how to fix it. He also gave me some information about other issues that could arise with my door and locks. Will hire again if I ever need that type of work done.
Jason M Imperial, MO March 2011




I had an exterior basement door that dragged when opening and closing. The hinges were not fitting properly and the door frame had shifted, probably due to the age of the house.The screwswould not go far enough into the wall without hitting stone...even using a special drill bit. Dan worked a long time drilling and sanding to shore up the door as best as possible. I know it will never be perfect. He could have easily sold me a new door and the same issue would happen. He was honest, thorough, and did an excellent job without charging me a fortune. I'm satisfied with the door now. If you want an honest, experienced man, Then Dan is the man

Roger M Saint Louis, MO March 2011


I purchased the Cowdroy P697 Pocket door lock with key over the internet. I emailed questions before my purchase and was provided with the answers quickly by return email. The purchase was quick and easy and the lock was shipped immediatly. Installation is quick and easy. But you do need to convert millimeters to inches (use the internet) in the installation instructions. And the lock looks great and works great. I will do business with them again. THANK YOU

Ed D (February, 2011)





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