October 9, 2026 — A safety incident involving a Level Lock+ smart lock has highlighted a potential egress hazard, with tenants reporting recurring jamming that makes manual operation unreliable. The issue, reported on September 22, 2026, details occupants’ inability to consistently operate the front-door deadbolt by hand without repeated system resets.
Product Details
Incident Overview
On September 21, 2026, at 5:59 PM ET, a tenant reported that their Level Lock+ on a residential front door had jammed again. This incident occurred despite the tenants having refrained from using the Level app since a system reset two days prior, relying solely on the physical key and manual locking. A timestamped video recorded at 6:02 PM confirmed the interior thumbturn was being operated by hand, with the Level bolt hardware visible, but the lock failed to engage or disengage reliably.
According to the report, the interior thumbturn only functions immediately after a system reset, quickly failing again. This persistent malfunction means occupants cannot depend on the manual interior control to release or operate the front-door lock when needed, creating a significant safety concern. While no injury was reported in this specific instance, the broader history of this product’s use includes recurring jams, intermittent loss of operation while beside the lock, ‘Out of range’ errors, and remote-connection outages.
The manufacturer, Level, reviewed six months of telemetry data and stated that 95% of motorized operations were successful, with the remaining events, including stalls and timeouts, “all occurring during locking operations.” The product was confirmed to be within its two-year hardware warranty. The owner performed requested calibration and mechanical checks, but the manual thumbturn failure continued to recur. Screenshots, photos, network results, event details, shipping information, and the timestamped video were provided to Level, but no replacement had been authorized at the time this initial report was prepared.
Safety Concerns
This incident with the Level Lock+ raises several serious safety concerns, primarily revolving around the inability to reliably exit a residence in an emergency.
- Immediate Egress Hazard: The primary and most critical concern is the potential for occupants to be trapped inside their home. In an emergency such as a fire, medical emergency, or home invasion, the inability to quickly and reliably unlock the front door from the inside using the manual thumbturn could lead to severe injury, loss of life, or prolonged distress.
- Who Might Be Affected: This issue poses a risk to all occupants, particularly children, the elderly, or individuals with mobility impairments who might struggle more to operate a malfunctioning lock or understand the need for repeated resets.
- Property Damage Potential: While no property damage was reported in this specific incident, recurring mechanical failures in a smart lock could necessitate repairs that incur costs or potentially damage the door or frame. Furthermore, in an emergency where the lock fails, alternative egress methods or intervention by emergency services might inadvertently cause property damage.
- Long-term Risks: Beyond immediate emergencies, the psychological stress of living in a home with an unreliable primary exit can impact residents’ sense of safety and well-being. Additionally, a jammed lock could also impede emergency responders attempting to gain access to a property, potentially delaying critical aid.
What Consumers Should Do
If you own a Level Lock+ and have experienced similar issues, or to proactively ensure your safety, consider the following actions:
- Test Your Lock Regularly: Manually operate your Level Lock+ from the inside using the thumbturn without relying on the app. Ensure it functions smoothly and reliably every time. If you notice any hesitation, stickiness, or failure, do not ignore it.
- Ensure Alternative Egress: Always ensure you have a clear understanding and access to alternative exit routes (e.g., windows, back doors) that are not reliant on the smart lock, especially if your front door lock is exhibiting issues.
- Check Door Preparation: As suggested by the manufacturer’s response, ensure your door’s preparation (edge bore, cross bore, and strike alignment) is correct and within the manufacturer’s specifications. If you are unsure, consider consulting a professional locksmith.
- Contact the Manufacturer: If you experience any jamming, thumbturn failure, or other issues, contact ASSA ABLOY Americas Residential Inc. immediately to report the problem and seek a resolution. Provide them with as much detail as possible, including incident history, photos, and videos.
- Report Incidents: File a report with the U.S. Consumer Product Safety Commission (CPSC) at www.SaferProducts.gov. Your report helps identify trends and potential hazards that can lead to recalls or safety improvements.
Manufacturer’s Response
ASSA ABLOY Americas Residential Inc., the manufacturer of Level Lock+, responded to the incident on October 7, 2026. They stated that they take all reports concerning potential egress or access issues very seriously.
Their investigation into the case records and similar reports found that the reported symptoms were consistent with improper door preparation (edge bore, cross bore, and strike alignment) rather than a defect in the lock’s manufacture or design. The manufacturer emphasized that proper door preparation directly affects electronic door lock operation and performance. Installation guidance and feedback on door prep were provided to the customer.
As a goodwill gesture, a courtesy replacement unit was provided on September 22, 2026, and received by the customer on September 30, 2026. The manufacturer attempted several times to contact the customer to offer assistance with installation but reported that they did not hear back. The case was subsequently closed on October 3, 2026. ASSA ABLOY Americas Residential Inc. affirmed its commitment to product quality and safety and stated they would continue to monitor feedback of this nature.
Legal Help Available
If you or a loved one has been injured by a defective product or suffered property damage due to a product malfunction, you may be entitled to compensation. The experienced product liability attorneys at Farzan Law understand the complexities of defective product cases and can help you navigate the legal process. Farzan Law is a California based Personal Injury law firm focusing on protecting the rights of those wrongfully injured.
Licensed to practice law ONLY in California.
Contact us today for a free consultation: 424-325-3112
Our legal team has successfully represented clients in product liability cases involving defective appliances, automotive defects, medical devices, and consumer products. We work on a contingency fee basis, which means you don’t pay unless we win your case.
Note: This information is based on incident reports provided by the U.S. Consumer Product Safety Commission. If you find information that is incorrect, please contact us immediately so we can correct the post to reflect accurate information.
Disclaimer: The information provided in this post is not intended to be legal or medical advice. This article is based on publicly available incident reports. The incidents mentioned have not necessarily been independently verified or adjudicated.