ASAP Lock & Key

Response to Complaint filed December 21st, 2016 by Mrs. [redacted] I’m sorry that this customer was not fully satisfied and I’m willing work with any customer to resolve any issue they are concerned about.  Regarding the phone calls and services rendered to Mr. and Mrs. [redacted]...

12/19/2016-12/21/2016Original call was Monday December 19th, 2016 was for an estimated price for basic key to 2011 F-150. I spoke to Mrs. [redacted], I told her for a basic chip key without remote unlock would be the standard price $150 and that was without being charged our service call fee and labor to cut and program the key.  She said that she had to consult her husband and call back. Mrs. [redacted] called back 3 hours later and said she wanted it done. I dispatched my Tech. [redacted] K. on the same day December 19th, 2016. He arrived at [redacted] at 4:20pm and worked to unlock the Vehicle. Do to freezing temp. (3 degrees) the lock was frozen and my tech was unable to open the lock. He left the customers home at 5:15pm. Tuesday December 20th, 2016, I sent my Tech [redacted] back out to [redacted].  He arrived at 2pm.   He was able to get a key made to fit into the lock and Ignition, but did not have the equipment to program the key. My tech left at 4:30pm and I arrived at 7pm and worked until 10pm in freezing weather again I programmed the key to the 2011 F-150.  When I was completed I explained to Mr. [redacted] that the key was now programmed and it was without remote open fob. Mr. [redacted] was satisfied and paid the $155 in cash for the programmed key. Wednesday December 21, 2016 I received a call from Mr. [redacted], he had thought that the key remote came with the programmed key. I informed him that $150 is the standard price of basic chip key without remote.  If he wanted a remote, I could order it over night service, and it would be $65. After my phone call with Mr. [redacted], Mrs. [redacted] called said that the key I made no longer worked and she was locked out of her vehicle and had to use the key pin pad above the lock on her door handle. She went on to state that she thought she was getting the remote unlock fob, and I explained that I told her the basic chip key is $150.  The remote unlock fob was going to be $65.  Then she asked who I was, and if she could speak to the manager.  I informed her that I was the owner and she said ok and hung up.So I would like very much to resolve the issue with Mrs. [redacted]. I waived the service call fee for the three times my tech or I was at their home and that service call is normally $50 and the labor to cut and program key that is normally $100, so instead of charging her $450 for 3 service calls and labor, plus the $155 for the chip key itself, which would have been $605. I gave her a break because of the weather and the difficultly with the lock. After the discounts I already gave Mrs. [redacted] I cannot give her the key fob for free, but I can order the part for Mrs. [redacted]’s and it will be $65, which my cost is normally $125.  I will again waive the fee for the service call fee of $50 and the labor to program the key fob fee of $100 if she is interested. Thank you for your time and attention to resolve this matter. Thank you and have a great day, [redacted] ASAP Lock and Key[redacted]St. Peters, MO. 63376[redacted] or [redacted] Fax: [redacted]