Level LockReviews of level.co

I almost never write reviews — this company earned one. I bought five Level Lock Pro locks and two keypads directly from Level Home in March 2026 for $1,923, and spent months troubleshooting with their support team. The core problem: dependable access to my home. Repeated lockouts, including being unable to get inside with my young children. Passkeys issued through the app weren't reliable either — my housekeeper used hers twice and got locked out on the third try. One lock was replaced; the replacement also failed and started locking us out. A factory reset didn't fix it, and I removed the lock. Some things improved temporarily after firmware updates, but reliability never held. I'm tech-savvy with strong Wi-Fi and Google Nest devices for Matter over Thread. But their 30-day return policy is unforgiving: you must open, install, test, troubleshoot with their staff, and request a refund within 30 days. I bought early so the locks would be in hand when ready, waited for a handyman to install them, and troubleshot on weekends when my kids were cared for. I requested a refund at three months and was rebuffed; I followed protocol and troubleshot with the team, then requested again at six months. Denied both times. They also declined my offer to return the devices for engineering analysis. I don't claim every unit is defective. But this company's policies left me spending $1,923 on a system that delivered the opposite of convenience and reliability.

I came here to leave Level a 1-star review and now I'm seeing all the other terrible reviews, no surprise there. They make garbage products and have terrible customer support. If you're thinking of getting a Level product, do yourself a favor - don't. I bought the Level Bolt and it worked okay for about 5 months. Then it suddenly started malfunctioning, the bolt wouldn't retract fully, it would stop halfway and I couldn't open the door. I ended up having to remove the device from my door entirely, following Level's support instructions exactly - however, the device could not be disassembled (it was impossible to pull the pieces apart, they were stuck somehow). I called Level's support number and got someone in the Philippines (I can tell from the accent). Not only could she not help me at all, she also blamed me for the lock malfunctioning, saying that I must have installed it incorrectly originally. Please, Level, tell me how someone all the way across the world could possibly know that I installed the lock incorrectly without looking at the lock in-person? Also, if I installed it wrong, how did the lock work properly for 5 months before breaking? So the support person was useless, and ended up telling me to hire a locksmith to remove the stuck lock, which Level refused to pay for. The locksmith ended up having to completely tear the lock apart (drilled into it with power tools to break it). He said he had experience working with Level locks, and he couldn't get the lock to disassemble without destroying it. So, again, this wasn't a matter of user experience or error - the hardware was just faulty. To summarize, Level creates garbage products that malfunction and get stuck in your door, forcing you to pay extra money out-of-pocket to hire a locksmith to rip the broken lock out. Then, Level blames YOU, with absolutely no evidence, for installing their product wrong even though it clearly is their fault. They refuse to take any accountability for their low quality product and the cost they made you incur to remove it. If you want a massive headache, waste of time, and sunk cost, buy a Level lock.

I purchased my Level lock on November 23, 2023, because I loved the clean design and believed I was investing in a premium, high-quality smart lock. I also purchased additional Level products/accessories to go along with it. Unfortunately, my experience has been extremely disappointing. I have experienced connectivity/reliability issues with the lock, and after contacting Level for assistance, my case was eventually escalated to their Manager of Customer Support. What shocked me most was their final response. Level informed me that they are “no longer offering the Matter firmware update for legacy devices” and that they are “no longer allocating engineering resources toward Matter updates for legacy devices.” My lock was purchased in November 2023. It is incredibly disappointing to spend this kind of money on a premium smart-home product only to have the manufacturer referring to it as a “legacy device” less than three years later and telling me that engineering resources are no longer being allocated toward these updates. They also informed me that their two-year limited warranty has expired and that they are unable to provide any additional escalation. Their proposed resolution? $50 off the purchase of another Level lock plus free standard shipping. I declined. Why would I spend even more money buying another lock from the same company after being disappointed with the reliability and support of the one I already paid a premium price for? I have owned smart locks that cost less than half the price and lasted for many years. I switched to Level because I genuinely loved the appearance of their products. Unfortunately, I’ve learned that a beautiful design doesn’t mean much if the product doesn’t provide the reliability and long-term support I expected. To be fair, Level says my lock is outside its two-year warranty. I understand that. My complaint, however, isn’t simply that an expired warranty wasn’t honored. My concern is spending premium money on a connected smart-home product and then discovering less than three years later that the manufacturer considers it a legacy device and is no longer dedicating engineering resources to the Matter update I was requesting. That’s something I wish I had known before investing in the Level ecosystem. Based on my personal experience, I will not purchase another Level product, and I cannot recommend their smart locks to others. If you’re considering purchasing one, I strongly recommend researching how long your particular model will receive firmware, connectivity, and smart-home platform support—not just how long the mechanical warranty lasts. Case #00495150

Premium hardware, disappointing long-term support I bought the expensive Level Lock+ because I believed it was a premium, future-oriented product. Matter already existed when I purchased it, so I reasonably expected a product in this price category to provide long-term smart-home compatibility. When I requested the Matter-over-Thread firmware upgrade, Level explained that it had previously offered an update program but had now ended it. My request was escalated to a support manager, who confirmed that there would be no update, no exception and no further escalation because engineering resources are focused on future products. The staff were polite, but the outcome is extremely disappointing. My lock still works, and the reason given was not a hardware failure—it was simply that Level no longer wants to provide the update process. Instead, I was offered $50 off another expensive Level lock plus free shipping. That offer does not restore my confidence. It asks me to replace a working premium product to receive functionality that Level previously made available through an update. It also makes me question how long any replacement product would be supported before the company moves on to its next roadmap. I appreciate the elegant, invisible design, but after this experience I will replace my Level Lock+ with another brand and cannot recommend Level to customers who value long-term support.

Don’t buy this lock product Ever since I had this product it always had connection issues, I stand right in front of the lock but cannot even lock it. Recently it doesn’t even connect with Bluetooth, with brand new battery, I took battery out, tried to take it apart, even removed device trying to reinstall again, nothing. Just don’t buy it, not a good product in anyway.

The Level Lock has been one of the worst smart home products I’ve ever purchased. From the beginning the lock constantly jammed and rarely worked smoothly. It would randomly lock and unlock on its own and frequently showed errors or stopped responding altogether. The whole point of a smart lock is convenience and security, but this product delivered neither. Instead it created constant frustration and made me question whether my door was actually locked. Customer service was equally disappointing. When I reached out about the issues, the support process was slow and unhelpful. After multiple attempts to resolve the problem, they essentially told me the issue wasn’t covered under warranty and offered no real solution other than purchasing replacement parts. For a product at this price point, that’s unacceptable. After researching further, it seems like many other customers have had similar experiences with unreliable performance and poor warranty support. Save yourself the headache and look at other smart lock options. This one simply isn’t worth the money.

Please do not buy the Level lock pro. There is a reason they do not have reviews on their website. I wish I had come here first. I bought this lock after being told the app would no longer be supported for my Kevo lock. We loved the app for remote entry for visitors. I was told there would be a significant discount on this lock. I really wish I had done my research and compared it to others on the market. Many times the lock would lock and unlock on its own. The worst part, however, was when my husband went to change the battery of this lock. The battery is located inside the bolt. You place it in the middle of the bolt and screw a thin top on that has minimal threading. Hours after changing the battery, the top came loose, with the pressure of the battery and the battery got jammed in the actual lock. We could not open our front door for days waiting on our handyman to come! When he got there, he had to pay him to remove the entire lock but the bolt he was unable to yet remove. He then had to hammer it with such force, the lithium batter began to smoke. Believe me when I say I had a fire extinguisher ready. This was my worst nightmare. We had support on the phone and there was no other recommendation to remove it. The battery eventually bent so much that it gave way as he yanked with such force on our front door. After that, forget reinstalling the lock. Into the trash it went along with the hundreds of dollars we spent on it. I asked for a refund (or at least partial) from the company but was told it was outside the return window. I came here to take the time to review this company and their faulty product that malfunctioned to hopefully deter others from purchasing from Level.co. In my opinion and unsettling experience, this company does not produce high performing products and I would look elsewhere to protect your home and family. Unless, you want to be dead bolted inside your home unable to exit your front door.

Unfortunately we have been having issues with our locks, they often do not work either when in proximity or remotely. I've been trying to resolve the issue with their support team but they continually make me jump through hoops, download 3P apps, setup guest wifi networks, etc. to try to resolve the issue. The issue still is unresolved and I've requested to return the locks to them. They are now unresponsive. I really wanted to like this company and their products but unfortunately they just don't work. Leaving a review here in hopes they'll respond and remedy the situation.