ComplaintsforThe Professional Locksmith, Inc.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Our building paid The Professional Locksmith in full for a new intercom system installation, which was not completed properly. One unit owner's system has not been operational since the installation date. The business has been unresponsive to extended good faith outreach efforts to resolve the matter. We simply want the job that we paid for to be finished properly in a timely manner. We are 8 days after our initial installation at this point, and have spent hours trying to get them to resolve the matter and resolve the matter ourselves.

• Initial Complaint

  04/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I contacted Professional Locksmith and set up an appointment to have 3 door locks repaired after reading the good reviews, seeing the 10% discount for 1st. time Customers and confirming to Credit card I wanted to use was accepted by thier company. After a series of miscommunications, and poor ***************** I only had one Door repaired. My receipt came on my Cellphone after the Locksmith had left and I saw I was charged an additional fee for using a Credit Card and that I had not received my 10% advertised discount. I phoned Professional Locksmith said that I had not received my 10% New Customer Discount and had been charged a processing fee and would liketo speak to a Manager about a billing adjustment. I was told no Manager was available but I would be contacted Monday. I called and requested a Manager and was told she was busy but would get back to me. When the Manager called me back and I requested the billing adjustment, she persisted for details about the situation. I told her that I was not calling to make a complaint against the Technician but that it had been very problematic, I did not however have any issue with the service that had been performed or clean up, I was only requesting the advertised discount and the removal of the fee for using the Charge Card. The Manager agreed to remove the fee and refund the 10%. I said Thank you and hung up. A few minutes later I recieved a call from the Manager saying that after she Listened to recorded phone conversation that she did not hear me ask for the First Time Customers Discount so she would not be honoring it, but would be willing to credit a future service. I advised her would be no future business between us. I am requesting the BBB assist me . Thank you .

• Initial Complaint

  03/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Friday, March 18 I called to set up service with the professional locksmith. I told the person who scheduled the visit that I had 3 locks, and I also requested electronic locks with a keypad. I asked whether I needed to provide those myself, and the person who scheduled the visit said that they would have them on the truck. I asked her how much the electronic lock would cost, and she said about $145. Today, the locksmith arrived and told us that he would not be able to provide any of the requested services. We had a simple re-key and a simple lock change in addition to the electronic lock installation. It was very strange that he wasnt able to do those, considering how straightforward they were. He said he could go back to the warehouse and it would take a couple hours to go get the locks. I said no thank you because I wanted all of the locks changed at once for consistency. He showed us a page in a catalog that had electronic locks for several hundred dollars more than I had found online, and said there would be a $125 installation charge as well. This was way more expensive than what I had been quoted on the phone. I told him never mind, I would get the electronic lock myself and then contact him to reschedule installation. Out of the blue, 2 hours later the technician showed back up and said he had brought back the lock from the warehouse to do the re-key. I had very clearly said we would reschedule another time and do them at once. He said he would need the service charge of $45. I asked to speak to the person who scheduled the appointment. His manager called me and explained that the person who scheduled me was new and didnt have the correct information. I explained I would be happy to pay the fee if services were provided, but even the simple lock change was not done, it did not seem appropriate given that I schedule the appointment expecting for services to be provided. I asked that this persons manager call me back.

  Business response

  04/19/2022

  Please see attached*

  Customer response

  04/19/2022

   
  Complaint: 16922258
  
  I am rejecting this response because it does not accurately reflect my experience. The main issue is that the technician arrived and then was not told us he was not able to do any of the work requested, which was unreasonable given that the work requested was very straightforward.  Additionally, I requested that he did not go to the warehouse and return because the prices he quoted for the lock installment was unreasonably high and much higher than what was quoted to me over the phone. The main issue is that the person who I spoke with when I made the appointment gave me the wrong information and prices, and the business refuses to take responsibility for that. It is instead passing that responsibility onto me, the consumer. Specifically, she told me that my requested lock changes were all doable and that the technician would be stocking the locks on the truck so that the lock replacements could be made within the provided appointment window. She also quoted me a price of $145 for the electronic lock, when in reality they are several hundred dollars more.
  
  When I spoke with the manager on call that day, I let him know what the person who booked my appointment had told me. He told me that the person who I spoke with on the phone was new and being trained. That is understandable, and I know that mistakes can happen. I just ask that the mistake is not paid for by me.

  
  

  In addition, I received only one phone call from Violet, the manager who wrote the response letter, and I responded later that day leaving a voicemail and providing availability for the following day. She did not respond.

  
  Sincerely,
  
  *****************************

  Business response

  04/20/2022

  Our response was rejected. What are we trying to resolve? She has left us bad reviews throughout our company profiles (Yelp) for services we didn't provide because she didn't agree with our pricing. Customer has refused are services. We billed her $45 Service Fee on the initial date of appointment, we never got payment. I can void out the invoice that is still pending but will not provide any further services or information for her.

*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. ↩