Complaints

• Initial Complaint

  04/04/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contacted ***, of All Locked Up in December of 2021 to look at the Hoppe bottom lock that he had replaced in June of 2018 costing $411.92. On December 6, 2021, *** said the lock was not repairable and needed to be replaced. He adjusted the lock on another door and was paid $110.00. On December 22, 2021, he replaced the Hoppe bottom lock. He told us that these locks ***'t fail this soon and it should be under some type of warranty. He said he had to send it to the company not us and would be in contact with us. We paid him $495.19 on December 22. We have tried contacting him several times via phone and text message. The only time I spoke to him was on Feb 23 and he said he would call Hoppe today and get back to me. Both my husband and I have either called or texted 8 times. I have also sent two inquiries to Hoppe Company, with no response. We would like to know if he submitted the lock to the Hoppe for warranty reimbursement, as Hoppe's web site lists a 10 year warranty..and if so, what is the status? Are we to receive money back?

  Business response

  04/21/2022

  Good morning ******

  I did go out and look at a lock at Miss *********‘s house I ordered a replacement lock and installed it.

  I also told her because of the holiday and I wouldn’t be sending this lock off until middle of January she joked and said I’m gonna call you at the end of January. which she did she called before the end of January and texted. I told her that this is not going to be a fast process because I had to get an RGA send it back. they would have to send it back to hoppy have them look at it and then make their decision and then get back to us. I also told her a lot of companies are still under Covid because they think it’s a big deal and other companies also have people shortages. I never once told her she was not getting her money back but I did tell her it was not going to be a quick process. And she says she contacted me eight times she’s contacted me like 30 or 40 times I was getting text messages three or four times a week or phone calls. She is a very impatient person who wants everything ***e right now and that just doesn’t happen in today’s society with what we’ve gone through. 

  Even as I checked my mail on Monday and got your two threatening letters and your email and she still sent me another text message that same day. Which shows that she cannot even wait for your decision. I didn’t know whether to reply back to her or not. Since then I have learned that they are issuing a credit back to the distributor and then they’ll issue me a credit back which allows me to issue her credit back. She acts like I bought this at Home Depot down the street. So as soon as I get the the credit back I will send her her money back for the part only no labor.  and I told her that too they do not cover labor.

   if you want me to send the money to you and you return it to her. I just need you to send me a letter stating that you’re her representative and that you will be accepting the funds in her behalf.

  And as a sidenote you should adhere to your words on your own website and give more time for your amount of time to reply five days is too short. 7 to 10 days would be appropriate. 

  If you have anything further please feel free to email me so that I have a record of this complaint 

  Thanks 

  ***

  Customer response

  04/22/2022

   Good morning.
  

  
  

  We would like to thank you, ****** and the Better Business Bureau.  Without your help, this issue would not have been resolved.  

  
  

  Mr. ***ald Roush's response misstates the facts.  I have sent him several text messages, 2 of which I copied and resent as he never responded.  My husband also sent him a text and called him to which he received no response.  I am attaching copies of my text messages to Mr. Roush.  The last time I spoke with Mr. Roush on the phone was February 23 which he stated he would call that day to get an answer on the warranty of the lock.  Since that day, he has not responded.  

  
  

  I was incorrect in stating that the lock has a 10 year warranty.  I was informed by a Hoppe customer service employee, that the lock has a lifetime warranty.  Therefore, this should have never had been an issue.  Mr. Roush stated that we may get a partial warranty payment.  I find this interesting, as this is the second lock he has replaced...what happened to the lifetime warranty on the first one to which we have never been reimbursed......

  
  

  I did know that Mr. Roush was using a distributor and not the Home Depot.  His lack of communication is what has lead us here.....I will admit, that I am persistent, follow through, and keep my word.  If he sees that as impatient, so be it!

  
  

  Mr. Roush is competent in his knowledge of fixing and replacing locks.  We have no issue with payment for his time as he did the work.  

  
  

  We are willing to accept payment in the form of cashier's check in the amount of $350.19.  This is for the lock in which he charged us $325.00 and 25.19 (7.75 percent) tax.  I would prefer to receive the funds from the Better Business Bureau.  If that is not possible, sending the payment to us via certified receipt and when we can expect payment.  

  
  

  Again, thank you.

  
  

  ******* *********

  Customer response

  05/13/2022

  Good morning ******

   

  Reference the above claim/case number, we have not received a reply to our email dated May 9, 2022 to accept payment in the amount of $350.19 for the warranty on the Hoppe lock. Unfortunately, I did not put a read receipt on the email. 

  
  

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