ComplaintsforAuto Lockout Express

• Initial Complaint

  11/28/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called them to get a key made a @for my car. The key works, but comes out of the ignition after start it. I explain that to the technician and he said that has nothing to do with him. It worked fine before he came. The key comes out of the of the ignition while the car is started. It worked fine before he came now he wants to charge me an extra $400 to fix it. Complete robbery. After going back and forth for 30 min he laugh and said it’s your word again mine and left.

  Business response

  01/11/2024

  ** *** called requesting a key make for his Dodge pickup.  The locksmith went out made his key.  When he had the customer try the key, which is normal procedure, the customer said "oh look the key comes right out".  Most customers do not try to pull a key out while a vehicle is running.  His vehicle has what they call a WIN module which is on several models of vehicles.  It is a sign the vehicle ignition is/has failed.  When making the key we do not touch the vehicle with a WIN module as they are not a typical ignition.  The locksmith discussed it with him, as he was paying the amount he was quoted over the phone, what a WIN module replacement would cost and the locksmith let him know he would have to research but most started at $600.00 and up depending on the vehicle and $400.00 labor.  The replacement is costly and labor involved in pulling the dash and column.  I was on the phone the entire time through blue tooth and heard the conversation. Immediately the customer called demanding my insurance company info.  I told him we did not touch the WIN module no need to in that type of ignition because it is a fobik not an edge cut key. He insisted.  After much discussion, his insistence, not wanting to take to a mechanic just wanted an insurance claim, i gave him my insurance company info.  The insurance called talked to me and the locksmith.  They said they were calling other shops and the dealership to confirm our information and we never heard another word from Mr Guy.  I'm assuming they confirmed and denied his claim or he wouldn't be leaving a complaint.  We have been in business since 2004 and have great reviews on Google, we don't pay for our reviews they are actual customers.  We would be around going on 20 years if our business practices were as he described.  I believe he knew he had a problem why he pulled the key "Fobik key" out of a running car - people don't do that in a service situation.   I'm sorry he was unhappy we did what we said we would, offered to investigate the costs on his situation but he chose not to allow us to assist him and thats sad.  This is the first notice I received on this situation an email I received today January 11, 2024 at 2:12pm I would have for sure responded had I received notice.  

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