Complaints

• Initial Complaint

  05/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of Transaction: 5-1-2023 Amount paid. $470.80 Work done: Installed a new locking mechanism for the front door entrance to my daughter's residence @********************************************************** Nature of Dispute: We realized that after the installer, (*** ************** left (after we paid the electronic invoice), that not only was it a really bad installation (lock-trim ring is not flush to the door face and installer chiseled out the strike plate on the door edge which is chewed up instead of being smoothed out ( this is where the deadbolt slides into). he installed a lock for a bath/bedroom (with handles) instead of a secure front door lock that is appropriate for a front entrance door! (photos uploaded). *** installed a Defiant brand door indoor locking system that online retails for less than $40 total for the entire mechanisms. 2 photos of equivalent locking system uploaded showing current retail price). My daughter called the ************ and spoke with a lady who answered the phone and told her that she could give her a discount. When my daughter told her that wasn't going to work because the lock was an indoor lock and not secure for her front entrance door, the lady said that she would have her supervisor call her back. No one called back despite several calls that we made to them @ the ************. . My daughter is very upset because it is not a secure front door lock and can be easily broken into. When you push the door lightly from the outside with your hand, the door opens! We will have to have the entire lock mechanism removed and replaced with a secure front door entrance locking system. We are asking for a total refund of $470.80 because of the inappropriate and insecure locking system for a front door and will need corrective work for the damage to the door frame.Locksmith Services (Billing online invoice receipt #*******-85398) on 5/1/23 for $470.80.

  Business response

  05/09/2023

  ***** and *****, we would like to take care of the issue of the not being happy with the service that we provided.  We can offer for a different technician to go out and put a different front door lock at no additional charge or offer a 50% refund.  Please let ** know if one of the options would work for you.  

  Customer response

  05/09/2023

   
  Complaint: 20032211
  
  I am rejecting this response because:we are in ***** now and we cannot inspect what type of lock they will replace it with or know the qualifications of the technician who will be performing the installation.  We just assumed that a qualified locksmith initially would be installing the locking mechanisms and they would be a secure locking system for a front door entrance. We do not have the confidence any more that this would be the case.
  
  Sincerely,
  
  ***** & *********************

  Business response

  05/11/2023

  What we are offering is more than fair, we let your daughter know of what was being done with what type of product.  She gave us the okay to proceed; we can send a new technician and replace what your daughter agreed to or we can give you a 50% refund.  

  Customer response

  05/15/2023

   
  Complaint: 20032211
  
  I am rejecting this response because:  I checked with our daughter and she said that she has not heard from your company and therefore has not agreed to any possible new installation by your company. I added some new photos as well as a repeat of the lock we received (totally inappropriate and insecure for a large front entrance door) and a picture of the chiseled out  strike plate on the door which is chewed up instead of being smoothed out. We maintained from the beginning that we will need to have this lock removed and replaced with a secure lock-but not by your company.  We are puzzled why your company would think that 50% discount would be fair for this workmanship and lock that was installed.  In the 46 years we have been married, we have never filed a complaint with a business or even thought we needed to until now.
  
  Sincerely,
  
  ***** & *********************

  Business response

  05/17/2023

  Hello,

  Our offer will remain the same, 50 % refund or to send another tech to fix the problem.

   

  Thank you.

  Customer response

  05/18/2023

   
  Complaint: 20032211
  
  I am rejecting this response because: Of the reasons discussed in the previous response.
  
  Sincerely,
  
  ***** & *********************

  Customer response

  05/23/2023

  I contacted (*********************) Locksmith 4 You the evening before (Sunday April 30,2023 via their website.  They then sent an email that said "I can have a technician give you a call in the next few minutes to provide you with availability.  Please provide me with the service address and the best phone number to contact you.  Thanks, Locksmith 4 You". I received a call from a dispatcher that said a technician would call me. Then I received a call from ***, the technician @************ that said he could be there at 9:30 the next morning (5-1-23).

   

  Sincerely,

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

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩