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Complaint Details
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Initial Complaint
11/24/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
-11.24.24 7:00pm Business had called and rescheduled 3 times. They were supposed to be there at 3 pm. Technician began working on car. I told him how I needed to go pick my kid up asap. I had my newborn with me. My father (who had stolen my keys) came out and offered the tech $90 to leave me stranded. The tech accepted the $90 and left me stranded 50 miles from my kid with a newborn too late to call another company. Costed over 100$ just to get home and I still need to go back and pay another company. This company has caused me to suffer financially because of their own greed. They didnt even send another tech out or do anything to rectify the situation.
Business response
11/25/2024
Thank you for reaching out regarding your recent experience. I want to provide some clarity about what occurred during the visit.
Our technician, ****, arrived at the scheduled location and began working on your vehicle as planned. During the process, a gentleman who identified himself as your father approached the technician, explaining that the vehicle was on his property and that an intervention was underway. This person offered our technician money to stop the service, and both you and your father asked our technician to leave.
Given the circumstances, which involved family tensions and conflicting requests, our technician made the decision to disengage from the service for everyone's safety and well-being. Our technicians prioritize professionalism and safety above all, and in this situation, it was necessary to avoid escalating the conflict.
We understand that this situation has been challenging, and we want to clarify that our technician followed what he believed were the appropriate instructions under the circumstances presented at the scene. If there are additional details you would like us to consider or if there is a need for further assistance, please feel free to contact us.
Thank you for your understanding.
Best regards,
The Sundial TeamInitial Complaint
05/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Called Locksmith for a vehicle lock out issue. We gave the correct address and they were over an hour late because they somehow got the wrong address. The tech spent 10 minutes and managed to get the trunk open and would NOT climb through the trunk and unlock the doors or retrieve the keys and still charged us full price $95, gave some excuse about liability and left after getting paid. Wife called to complain and request a partial refund, they said they would call back and they didnt. Waited 1 more day and called back and they were unwilling to work with in a reasonable or respectful manner. They offered like a $5 discount on a new key. requested over and over to speak to someone in charge. We were hung up on, yelled at, and after stating that we were going to write a bad review they told us to shove our review up our ASS and then called back to yell some more and not offer any apology or anything.Business response
05/09/2023
Dear **** or should I call you ******?
I am writing to respond to your recent review of our locksmith service. I would like to start by apologizing for the negative experience you had with us. However, I feel that your review lacks some essential details that I believe are important to consider.Firstly, I would like to clarify that the vehicle in question was heavily damaged, with missing handles, broken parts, and was overall inaccessible. As we explained to you when we arrived, our job was to unlock the car, and we do not perform any repairs or access the vehicle's interior unless requested and for an additional fee. In this case, we offered to crawl into the broken, trashed, and dirty vehicle for an additional fee, which you declined.Moreover, I would like to address the issue regarding the 13-year-old boy who climbed through the trunk to access the vehicle. While we appreciate your resourcefulness, it is not something that we recommended, nor did we request it. It was your decision to have the boy crawl into the trunk, and we take no responsibility for it. As a professional locksmith service, we do not condone any behavior that may put the safety of our customers or their property at risk.Regarding the behavior of our staff, I am deeply sorry for any inappropriate language or unprofessionalism you may have experienced. We pride ourselves on delivering excellent customer service, and we understand that locked keys can be frustrating, which is why we try to respond as promptly as possible. However, we are human, and sometimes, we may fall short of our customers' expectations. We appreciate your feedback, and we will use it to improve the quality of our services.
Business response
05/11/2023
We have processed a refund of $95 to your wife's Venmo account. We sincerely apologize for any confusion that may have arisen during the course of our service.Customer response
05/17/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
**** ******
Initial Complaint
03/24/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
Came out to reprogram my key fob and corrupted my module costing me over 500 dollars. Tried calling and hung up on me several timesBusiness response
03/26/2022
Hello,
I believe you left this response for the wrong company. We have no job with your name or phone number in our system. Please call our office to address this ************.Customer response
03/30/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
L Leader
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Customer Complaints Summary
3 total complaints in the last 3 years.
1 complaints closed in the last 12 months.
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