Elite Solutions, Inc.

Review: I needed locks changed immediately to keep out an abusive situation and the serviceman, Moses, knew it. I feel that he took advantage of my vulnerability. The bill was quite high but I paid it. Moses told me that there was a 90 day guarantee and if I was not satisfied for any reason, I could get a refund. I contacted several locksmiths and were told that for the work that was completed, the bill should be no more than $300. Moses was here no more than an hour and he took my old hardware with him when he left. Also, the new hardware is such low quality. I emailed the company and a supervisor called me. I told him that I was unhappy with the amount I was charged. He said that any locksmith is going to say what I want to hear so that I hire them. I informed him that I was not happy and was going to take advantage of the 90 day warranty. I wanted him to come back and take everything back and refund my money. He stated that he does not do business that way. When I told him that I was going to contact the Revdex.com, he told me that I better think twice before I do that. This was a threat. He said that he was going to tell you that they offered to work with me which they did not. He did say that he was going to check with his supervisor and possibly refund $147 for the cost of the keys. I feel this is a huge company based in Philadelphia who hires out subs who get commissions on sales. When Moses was here he kept trying to get me to purchase additional locks and dead bolts that I did not want. When I received the phone calls the caller would say that they were the locksmith and did not even use a company name or their name. Very unprofessional.Desired Settlement: I only want what is fair. I paid $1034.99 and according to locksmiths in the area this is incredibly high. I would like a refund of $600 which would leave a payment of $434.99 which is more than any quote I received. Especially since the hardware was of such low quality, my old hardware was taken, and the unprofessional way I was treated.

Business

Response:

Customer has already called to make a complaint regarding the price. We tried to offer her a discount to which she declined. It was not an emergency as the customer claims, she had a scheduled appointment for later in the afternoon. From 6 rekeys, we gave her 3 for free. The technician also explained to the customer, all of the prices and the work that was being done before the work was started. She signed the receipt before the work was started, agreeing, that the prices were stated to her before and that she wanted to proceed with the work. The only reason we offered her a partial refund of $150 was just to try to keep her satisfied, because we care about our customers, it was not because we felt that she was entitled to a refund. $600 is an unreasonable request. She had a chance to go with any other company that she wanted but she chose us. Our prices may be more expensive than the next company but our service is outstanding, we guarantee our work, and we stated EVERYTHING including the price before we start any work. It was totally up to her to go with us. She was not in any kind of emergency, as she stated in the complaint, to our knowledge. She could have told us that she didn't want the service and called a different company but she chose to have us complete the work. Please let me know if you have other questions regarding this customer.

Consumer

Response:

I was not offered a $150 refund but I will accept that. However, the serviceman took all of my hardware which was of a much higher quality than what was installed. I don't understand why he did that and would like some monetary value for them. I can only assume that they will resell them to someone else.[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:

Regards,

Review: My house keys were stolen and I requested lock service from this company. The service involved replacement or rekeying of 4 locks ( 2 locks for each of 2 doors, one lock for each door was a handle lock); replacing a security door lock ( the most critical need); and replacement of a handle lock on another door. The service person did not have the appropriate lock for the security door and put an ordinary sliding lock on the storm door ( the kind of sliding lock that might be used on a shed or utility closet) with some tape. He charged $95 for that sliding lock alone. He replaced the handle lock on one door: rekeyed the locks on the front door; and replaced the locks on the other door and then rekeyed those locks for which he charged again. The total bill for what he did that day was over $700. The price was excessive by any standard for the work done. My daughter made a complaint on my behalf and the company offered a reduction that was not enough. The company also wanted me to give up all my legal rights in order to get that reduction. I hired another locksmith replace the lock on the security door because my safety was at issue. The $700 plus dollars charged for the initial work by "elite" is almost half of my monthly income ( that cost was with a senior citizen discount). The cost of replacing the storm door lock was another added expense. "Elite charged too much for this job and I believe, double billed for the rekeying. I have pictures that I would like to provide to show the level of the work done. $95 for a simple slide lock, well over $200 for a simple 2 lock package, rekeying locks (and charging for the rekeying) that the company installed- double billing- overcharging on all work generally and providing only 2 keys to me for 5 locks worked on. Reasonable compensation for work done is ok, over-charging is not.Desired Settlement: A significant reduction the bill issued without giving up my right to seek correction of any defect in the or workmanship provided.

Business

Response:

Our company received a call from [redacted] on 05/06/13 requesting service for 05/07/13 9-11am, When the service technician arrived, the customer explained to the technician that someone stole her keys and that she was locked out of her house the night before, so her neighbor helped her to get in through the security door, in turn damaging security door locking mechanism. Customer got in afterwards because she had a key to her front door. The service that she requested from our technician was; replacing security door mechanism and re keying 5 locks (she wanted them all to work with the same key), which included, 2 locks on front door, 1 lock on kitchen door going towards basement, and 2 locks on basement entry door. Customer stated that she did not have keys for the 2 locks on basement door and that she did not have key for kitchen door. She only had key for the 2 locks on the front door. The technician explained to the customer that for the front security door, that this particular mechanism is a special order and that it will take 3-7 business days for us to get it. So he offered to do a temporary solution, which was a sliding bolt, to which she agreed. She even stated "thats exactly what I was thinking about" to our technician. Technician told her, that because she didn't have the key to the 2 basement door locks and the kitchen door lock, that those locks would have to be replaced, however, because she had the key to the 2 locks on the front door, they can be re keyed. So the technician offered her, 1 combo set (which is a 1 door knob and 1 deadbolt, one sided cylinder) for the basement door and 1 new door knob to the kitchen door which will be re keyed to the above mentioned combo set, and to re key the 2 front door locks which she had the key for, to the new combo set that has NEW keys, to which she agreed. After the new security door lock would come in, we would have been credited the $95 (which she paid for the sliding bolt lock) towards the new security door lock. The tape that was added to this sliding bolt lock, wasn't added on the actual lock, it was added on the glass to cover up the lock, so that whoever looks from the outside will not see the lock (this was for her security- and this was a temporary solution, until the new security door lock came in). The technician did NOT charge the customer for re keying the new lock set which he provided because they already came with a new key. The re key that he charged her for, was the previous 2 locks that she already had and the new door knob (this was not part of the new combo set, this was a seperate lock) for the kitchen door. The reason that he charged her for that was because she requested that the 5 locks work on the same key. Note: This request for service was called in as a NON emergency, it was a scheduled job. The technician stated pricing and work to be done to the customer before proceeding with the work, customer agreed to price and work, and signed the invoice for the technician to proceed with the work. The next day, the daughter of [redacted] ([redacted]) called in with a complaint regarding the price. The office and technician tried they're best to explain to her what work was done, because she was having a hard time understanding what the technician did, because she wasn't there at the time time of service. When she ([redacted]) talked to the technician, she told him to cancel the order for the security storm door lock. She stated that she would also like to get some of her mother's money back. We have already given the customer a senior citizen discount of $45.77. We are a small company and we are trying to make our customers satisfied and to feel that they can return to us if needed, so we try to make them as satisfied as we can. So we decided to give her the $95 (for the sliding door lock) to which she said was not enough, then we tried to give her an additional $76 for the re keying of the kitchen door knob (even though [redacted], wanted it to be re keyed so they would work on the same key). This brings the discount to $171.00. [redacted] still wasn't happy and said that this was not enough. So we tried to give her a refund of $217.21, (after the $45.77 senior discount) which brings it to a total discount of $262.98, because we want to keep our customers happy. She agreed that this was a fair price, she said she would speak with her mother and then contact us back which she did. We mailed out a letter to her that stated, that if we refund this amount of money that we both agreed upon, that she would agree to not take the complaints any further, we explained this to her before we mailed it our to her. She then called in several days later and said, again, that the refund amount was not acceptable. We apologized to customer but explained to her that we cannot give a greater discount than that. We then received an email from the Revdex.com that stated that she wanted $300 refund, in addition to the $45.77 senior citizen discount that her mother had already received. We do not believe that this is a fair amount. Even though she has already made a complaint which will now affect our company rating, we are still willing to give her the $217.21 back just to keep her satisfied. Also please note, when the technician left the customer's home, she was very satisfied with the work and had no questions or complaints. We have YET to speak with the actual customer since the work was completed. [redacted] has left her own number, instead of her mother's number for the Revdex.com to contact her back. [redacted] was not there during the time of service, and should not be the contact person regarding this complaint.

Please let me know if I can help any further regarding this matter.

Thank You

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: The information provided is not correct and the money offered is not enough. Examples of the incorrect information given are:

1. I never said a neighbor broke the lock on the storm door. I told the technician [redacted] ([redacted]) that the police broke the lock.

Review: refused to honor quote that was iven before they came out. onme out at my home they quoted a price three time the amont. when I refused to pay they broght the price down but it was no labor cost just the cost of the parts . felt that they took advantage of situataion since my car ws studck in the gargae. refused to take payment by check, finaly had to make check out to tech who now I fid out was the owner. decetfuly from the begining. I would not recommend this company to anyone. kno cumstomer serviceDesired Settlement: failed to provide written warrentiy says for three years.

Business

Response:

Hello

On 6/25 at around 7:00pm, we were contacted to come out for an emergency repair and it was after hours, our technician was there for around 2+ hours . The customer called in to the office also and asked if we take checks and I ([redacted]) expressed to him that we do not checks, he knew this before hand. After wards when the technician was there, [redacted] did everything he could to pay by check even though he was told several times that we do not accept checks. Eventually we decided to take the check because he refused to pay any other way. The reason it was written in the name of the technician was that so it could be cashed immediately (so that we would know as soon as possible that the check would not bounce). The check on the technician's name has nothing to do with the office or the owner, its so we can assure that the money is in the account. The customer finally stated in the end that we could not cash the check right away because the funds were not available and asked the technician to cash it the following day, and specifically not in the morning, only in the later afternoon. As a courtesy to the customer we decided to do this. The customer does have a 3 year warranty and this wast stated to the customer at the time of service and we would be happy to send a letter stating that he has 3 years warranty. We are not sure what the customer would like for a refund since that was not stated. We also have a copy of the receipt, we would be happy to send that in, he signed the receipt stating that he is aware of the price before doing the work, he even called in to the office to confirm the price before the work was performed, and he then told the technician to proceed with the work (after signing on the receipt) which is our policy. Our company policy is that we state the price and the work done to the customer before we do any work, they also sign on the receipt before we proceed. The customer is not obligated to go with our company. He agreed to the price and asked our technician to proceed with the work. Also to acknowledge the part about him being taken advantage of, he stated in the complaint that we took advantage of him because his car was stuck in side and he could not leave. When our technician arrived, he (the technician) had to wait outside for 25 minutes for the customer to arrive home, he had a second car and was not "stuck" at home without car.

Thank You

Review: On 7 May 13 I contacted Elite Solutions for locksmith services. My front storm door would not release from the locked position. They responded the same day and took out the entire [redacted] assembly in order for my family to get into the house. They said they could order a new one and be back in a couple of days. I concurred, with the price being $182.90, I gave a deposit of $81.90 for ordering the part. Several days elapsed and finally the locksmith came out, it was not the correct part. He said he would be gone on vacation for several days and would call on his return. I did not hear anything and called the company, the person I've been talking to is: [redacted]. She said I should hear from him soon. I did not, I called again (5-17-13)and asked for my bank card to be credited the $81.90, she said she didn't know how to do it but would find out how and call me back. Again, several days went by and nothing, I called and she was still checking. Finally, she called back and I decided to get them to do the service, she said OK but it would take over two weeks to get back to me. Since then I've called several times and [redacted] is literally giving me the "run-around" Today I called 6-19-13 and asked for my account to be credited and she said I had to wait till Monday, June 24, 2013 for resolution. I asked why that long and she was unable to answer me. As you can see, its been over a month and I've gotten no-where.Desired Settlement: I would like my [redacted] card credited immediately for $81.90. I firmly believe there is something wrong with the company and I had the bad choice of selecting them for the job. Never, ever again.

Business

Response:

On numerous occasions, this customer contacted us indicating that she wanted the work done, and then she called and said she didn't want the work done, this happened multiple times. We ended up ordering the part, and when our technician went to her, the part did not fit her door. She then said that we can take additional time to get the correct part, then she called again to cancel. We told her that we would refund her $81. Afterwards she called again to say that she in fact wanted the work done. We told her that we would order the part which would take up to 2 weeks. After her waiting for one week for the part, she called to cancel, again (she called on June 19th) we told her that she would have her refund completed, at the latest by 06/24 which was the following Monday. She agreed to this, and then on the 20th, we received this complaint. I have since then given her a refund of the entire amount by credit card.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. Also, this company needs to learn good customer service skills. The person, [redacted], argued with me on the phone and requested me to withdraw the complaint. Not sure if this is appropriate of her to ask, but I do wish to withdraw the complaint. Request the Revdex.com withdraw this request/complaint. My credit card was credited.

Regards,