ComplaintsforExpert Lock & Key
Locksmith
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Complaint Details
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Initial Complaint
09/05/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
The locksmith was called to fix a lock. They stated it was a $30 trip charge and work to be done. The instructions were to check in with us before work was done. The locksmith did not follow instructions and began destroying the wrong lock on the door (the lock we had a working key for) without checking with us. He proceeded to break the lock for which we did have a key. After ruining both locks but opening the door, after about 45 minutes of work, he then tried to charge us $380! Never did they give us an estimate of the work, and now we need to pay for two new locks on the door. The locksmith who did the work did not even speak English, They are not locksmiths!Initial Complaint
05/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I contacted Expert lock and key to replace a key for my vehicle. The key stopped working and my vehicle locked itself into anti theft mode due to my bejucal not recognizing the new key. I informed the company that I needed them to fix my problem. I called and they hung up on me so I called back and the dispatch person blocked me. Their locksmith has given me the run around as to when they are coming. He was supposed to be be here 5/14/2024 before 6pm but never showed. He then told me he would be here at 10am and never showed. I contacted him again and he told me he was 40 minutes away. Over an hour later he still has not shown up. I have missed two days of work due to this issue. I have proof of payment and the text conversations.Business response
05/15/2024
Has been resolvedInitial Complaint
11/30/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
Zero stars I contacted this company about being locked out of my house. When I called I asked about the service cost. I was told I would get a quote from the technician before he did the work. The tech arrived and instead of discussing any options he tried getting entry via the garage door. He was able to raise it enough to slide under. The tech was in my garage for about 5-10 minutes and I did not know what he was doing to my garage door. I would have preferred he open the back door lock but I was not given a choice. He then got the garage door high enough for me to get under. The two of us jiggled it enough to raise it. The process took about 15 minutes. I WAS NOT QUOTED A PRICE AND DID NOT AUTHORIZE ANYTHING PRIOR TO THE WORK BEING DONE. I did not think I would be charged anything as no locksmith work was done and I was shocked at the $250 fee. And then I was charged an additional 3% fee of $7.50. I called the company and expressed my displeasure and was told I would get a call back in 5-10 minutes. 90 minutes later, no response from the company. I understand a service fee should be charged as a tech did come out. I think $150 would be a reasonable call charge.Initial Complaint
11/29/2023
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
On Sunday, November 26, 2023, I called Expert Lock & Key for lock out service. I asked the dispatcher for a price and he told me that the price would include a $23 service charge plus whatever the technician would charge. He said the technician’s price depended on how much work the technician had to do in order to get into the vehicle. I told him I understood and he quoted me a 30 minute eta. The technician arrived and got started right away. The technician got into the vehicle within 5 minutes. When I asked him how much it was going to cost, he told me $285. I told him I wasn't going to pay that price because no one told me what I had to pay in advance. The technician tells me that $285 is the corporate price based on a chart he showed me with different makes/models of cars and prices. I advised the technician that I didn't have a problem paying him but that I was not prepared to pay $285 since no one quoted me the price beforehand. I told the technician that had I known about the final price, I would've used my roadside assistance through my insurance since it was free but I chose the locksmith because they could get there faster. The technician then proceeded to yell at me about paying. I told him again that I didn't have a problem paying him but I had a problem with the final price since it had not been quoted beforehand. After going back and forth for a while, the technician then tells me to put the keys back in the van and lock the van then call my insurance. He then begins walking up to me telling me to close the door and I told him no. Then he says repeatedly to place the keys in the van and lock the door and call my insurance. In the end we finally agreed on a price but I paid because I felt threatened in the situation and I wanted to do whatever I had to do so the man could leave. I've contacted customer service various times to speak with a manager or supervisor to resolve the issue. I've been put on hold, hung up on, and still no resolve.Initial Complaint
03/25/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I called 24 hour locksmith company to come out and make a key for my 2008 Lexus LS600HL. I did not know that they contracted the job to expert lock and key. ****** came and tried to make a copy of my key even though he knew he did not have an uncut key to match mine. If he would have told me that in the beginning I would not have gotten the service done by him. I asked for a refund and he said he was going on vacation he would take care of it when he gets back from vacation. The whole time he had terrible customer service skills including being very rude. He is still acting like an a**hole. I just want my money back. I would not recommend this company to anyone.Business response
03/25/2022
The key was provided and is working fine, the emergency key for the door is what is not right and I ordered the new one for you like I promised, also told you I'll come to you no problem Charged you for the fob, can't refund all the money because of a $5 emergency key, which again, I am willing to provide to you. Please let me know if you'd still like it to be cut.Business response
04/01/2022
If you would like a refund, I can pick up the key and refund the money. If you would like the emergency key cut I can do that as well. I am sorry if you think I was trying to be rude.Customer response
04/04/2022
I accept the business's response to resolve this complaint.
Initial Complaint
01/13/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I had my keys stolen and called the locksmith to get me in my condo. They person came and charged me $134.00 to pick my lock. The person (Andrii) could not pick the lock. He then said he would have to drill the lock and change it out for another $120.00. I feel like the guy took advantage of the situation and scammed me out of an extra $120.00. Since when can a locksmith not be able to pick a lock. The guy just took advantage of the situation and of me to get extra money.Business response
01/14/2022
Hi, nobody was taken advantage of, we always try to pick the lock first and if we are not able to, then the only option is to drill and replace the locks.Customer response
01/18/2022
Complaint: ********
I am rejecting this response because:
Regards,
***** ***** I am rejecting this. I should not have to pay for a service that was not provided. They did take advantage of me and the situation. I am willing to pay for the service they provided which was drilling the lock and changing it. Why should I have to pay for the lock picking service they did not provide?Initial Complaint
11/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Called the business to remove the lock on the door of my vehicle. The business came out, broke into the car and set the alarm off. Instead of replacing the lock they unhooked the car battery from the car and left the vehicle unlocked. I paid $144 for the service. I had my aunt handle this situation since I am out of the country. When I called them to come complete the job or issue a refund the person I spoke to argued with me and then ended the conversation saying a manager would get back to me. After 3 to 5 days I called back and the same person argued and yelled at me saying they wouldn't give me a refund because they did what we asked. They refused and argued with me for days including via text message. They sent the recorded call to "prove" that they did what I asked but the call clearly states they did not.Business response
12/27/2021
Customer asked to unlock the car, was quoted the price and agreed. Everything asked for was done.
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Customer Complaints Summary
8 total complaints in the last 3 years.
5 complaints closed in the last 12 months.