ComplaintsforChicago Locksmiths

• Initial Complaint

  11/30/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  My essential communication with this company is copied below. I do not feel that I have any other recourse than to seek your assistance. Thank you.COPY *********************** From:************** To:Chicago Locksmiths Mon, Nov 20 at 7:29 AM On the surface this would seem to be a reasonable offer, but your information is incorrect.We ordered a wi-fi door lock because we need to provide instant access to the fire department and to neighbors. My husband is critically ill and cannot be left without the ability to summon assistance. When the technician arrived, he asked to see our wi-fi equipment and physically verified that it was compatible with the lock he proposed to supply. If there was 'false' information it was not provided by us. After installing the lock, he determined that he needed another part before we could gain access to the wi-fi capabilities. After a considerable wait, he came to install this part and when he attempted to test the wi-fi capability, he determined that it was not compatible with our wi-fi which is 5.0. I understand that mistakes can be made but I do not see how any of this should be paid for by us other than the initial 'free' estimate of $85. *********************** On Friday, November 17, 2023 at 07:03:28 PM CST, Chicago Locksmiths wrote:Hello *****, Emailing you regarding your concerns with hardware we installed. Before we created the estimate we sent you, you confirmed with the technician the type of wifi box you had. Unfortunately, the information was false and now the hardware we installed isn't compatible with your network. We can't provide you with a full refund because this is work we still did. The only option we have is, we can refund you for just the hardware including tax, which is $545.74, but we will need to take back the part we installed since you are going to receive that refund. However, you will need to have a lock installed and if you need us to do that there will be a charge. Please let me know how you would like to proceed.Thank you Best Regards, *********

  

  Business response

  02/12/2024

   
  Unfortunately, there was miscommunication between the technician and the customer. Per the technician, he went over all the internet boxes in the building to confirm which internet box belonged to ****************, and she pointed out the one belonged to her. We went on site and installed the hardware, but the hardware didn't connect to the Wifi. Later we found out that the internet box didn't belong to *****************, which is why the lock didn't connect to the Wifi. We informed **************** that in order for her hardware to work she needed to upgrade her Wifi connection so that the hardware would connect, but she declined. ***************** reached out to us regarding the inconvenience, and we offered her a refund of $545.74 for the material including tax, but not for the labor to cut a hole in the door, which was $275. The technician spent time doing research finding material that would fit on her door, created an estimate that the customer approved, and time performing the installation of the hardware. We also reached out several times to ***************** via phone to provide her with a refund but we were unsuccessful. 

  Customer response

  02/12/2024

   
  Complaint: 20941197
  
  I am rejecting this response because:  the box did and still does belong to me (*****************).  I have sent a picture showing the box marked with 5g. This is box that the technician looked at and approved.  After requesting a full refund we received the following response which was unacceptable to us.  Although we have multiple phones - all of which have voice mail and caller id - and email, there is no other record of contact or attempt to contact.  

  COPY

  """"""""""Emailing you regarding your concerns with hardware we installed. Before we created the estimate we sent you, you confirmed with the technician the type of wifi box you had. Unfortunately, the information was false and now the hardware we installed isn't compatible with your network. We can't provide you with a full refund because this is work we still did. The only option we have is, we can refund you for just the hardware including tax, which is $545.74, but we will need to take back the part we installed since you are going to receive that refund. However, you will need to have a lock installed and if you need us to do that there will be a charge. Please let me know how you would like to proceed.""""""""""""""""""
  
  Sincerely,
  
  ***********************

  

  Business response

  03/04/2024

  We can issue a refund for the portion of the lock which is $495. We will have to take the lock that we installed back since the customer still has it and this lock is expensive. Unfortunately we cant give the customer a full refund and give her the lock for free, this will not make any sense.

   

  Customer response

  03/05/2024

   
  Complaint: 20941197
  
  I am rejecting this response because:

  This has gone on long enough.  I will pay for the lock, but not for the wifi hub which was not itemized on the attached estimate and not for the portion of the labor which included programing.
  
  Sincerely,
  
  ***********************

  

  Business response

  03/05/2024

  *****************, you have paid us a total of $820.79, not $905.79.

  If you are willing to pay for the lock portion which was $495, we can offer you a refund of $325.79 which is the difference. 

  $820.79- $495 (Lock) = $325.79. 

   

  Customer response

  03/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  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. ↩