Lock Surgeon

Initial Business Response / [redacted] (1000, 5, 2016/04/20) */ At no point did we say we provide free estimatesNon of our advertising or marketing states free estimateIf the customer would have asked if the quote was free we would have said yesThe estimate is free but there is a service call fee of $for a technician to travel to site We do provide free estimates with no service callThe way to get this service is if the customer phones us with the product they want, measurements and emails us picturesIt is still not a binding estimate its just a budget number as we have not come to site to confirm everything will fit

Initial Business Response / [redacted] (1000, 13, 2015/08/06) */ The technician arrived on siteThe customers existing lock unit was a older one piece handle and deadbolt unit that was brokenThey no longer make this type of locking unitThe technician replaced the handle with a locking handle as a temporary fixHe explained that he would be back tomorrow with all the correct hardware to fix the problem correctlyHe billed her for his time on site and the temporary lock The next day he came with all the correct parts to fix the customers lock issues Parts needed - passage handle(handle that does not lock), New dead bolt, Door saver wrap(covers old hole prep so you dont have to buy a new door) - This was used to cover up the holes from the old locking unit He removed the temporary locking handle, put it back in the box and on his truckThe Door saver wrap(covers old hole prep so you dont have to buy a new door) was then installed He then installed the correct handle (passage handle listed above) on the customers doorThe customer was not billed for this new handleIt was just a swap with the handle from the day beforeIt [redacted] states this on the customers invoiceIts even circled to highlight that they did not get double charged Then the new deadbolt was installed above this The customer was billed for the parts and labor to complete this projectEverything done is clearly written on the invoiceWe have pictures of all the work performed on site and documentation of work completed on siteThe labor charge was not $per hourIts a flat rate to install each part and comes from a pricing book assigned by our corporate office

Complaint: [redacted] I am rejecting this response because: While I understand that the business does not work for free, they should have advised the cost of the house call when they were contacted for the quotehad that been done, I would not have have scheduled the house call for the estimatewhen I called the business to discuss, not only was the response disrespectful, but they refuse to accept that they did not advise of the fee and they were asking for more then what is listed in there response [redacted] ***according to the technician who came to my house, the administrator who answers the call mentions the service charge associated with the home visit but she neglected to mention it when I calledif I would have known about that service charge I would have never asked for home estimatei am on a budget and can't afford wasting money and dont also like hassle with those companies[redacted] I will not accept anything less then a recording of the conversation in which they are discussing the initial house call for the estimate with me [redacted] Sincerely, [redacted] [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Firstly, I appreciate the involvement of Revdex.com and want to stop wasting your timeSecondly, the response from the business in question is exactly what I would have expected and I am quite frankly pleased that they will stay the course with their business practicesThe response from the business was unintentionally funny and my co-workers and I had a good laugh - of particular note was this gem - *If you as a customer would have asked if we provide free estimates the answer would have been yes but that we charge $to come to site* - OK, so it ISNT a free estimate then - LOL! Pricele$$ :-)
Sincerely,
*** ***

Initial Business Response /* (1000, 5, 2016/04/06) */
We do not charge for quotesWe do however charge for travel time and having a professional come look at your project
We are not a free public serviceNothing on the flyer says free quote or implies itIf you wanted free you could have
measured your own windows, phoned us and got a priceIf you would have asked if we come out to quote a job the answer would have beenThe quote is free but we do charge a service call to site, this pays for the mans time and service truck
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Nothing is free
It is expected that your organization phones in with visa or MasterCard payment before April 14/or it will be assumed that you refuse to payThis matter will then proceed to collections
Initial Consumer Rebuttal /* (3000, 7, 2016/04/08) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I guess I should have worded this different then!! I was not told that I was going to be charged to have a professional to come outYou are correct is saying that your flyer does not say free quote or implies that so maybe your should revise your flyer ad and put this in it so people are not side swipes when you hand them a bill for this! *** *** *** *** *** *** *** *** *** *** *** *** *** Your company should have told me that there would be a charge to have "a professional come out to do quote" I consider this to be advertising!! I will not be sending you money what so ever for this invoice *** *** *** ***

Complaint: ***
I am rejecting this response because:None of what Lock Surgeon has said in their response is correct or trueIn fact, upon careful review of it, there are outright blatant lies all throughout and I cannot express how disappointed and disgusted I am with Lock Surgeon and their poor and illegal business practices. For starters, I initially called to book someone to come out and provide a quote for me on replacing my garage door openerNot ONCE was I ever quoted $(as noted on the invoice we received), nor was I EVER told there would be a service charge for someone to assess our garage door and provide a quoteThe appointment was made and I was not under any impression after my phone call that there would be a charge implemented for this consultation. Now, let's get into the actual visitThe man who arrived looked at my garage door opener, explained it needed replacing, and quoted me $to installThis was the FIRST and only time I ever was given a 'quote' or any dollar amount(I'll repeat, the FIRSTAgain, I was NEVER quoted a price on the phone when I made the appointment) He also recommended an upgraded service package, but made absolutely NO mention of 'warranty' or anything of that sortSo again, liesWhen I explained that I wanted to gather some other quotes from other companies, he told me that I was going to be charged $for his visit, at which I was completely shockedI have received other consultations at NO CHARGE for a garage door opener to be installed; if each of those companies charged me just for a quote (I'll repeat - I was never given a quote or ANY dollar amount on the phone) like Lock Surgeon did, I would likely be out the entire dollar amount of a new garage door opener by now! I refused to pay as I was NEVER told I would be charged anything (and explained this to him), and he went to his truck, and came back, told me the charge still stands, and once again I refused, and he walked away. We received an invoice the following week for $plus GST, and again, I was shockedMy wife called Lock Surgeon to try to figure out why this was charged to us, and after a seemingly struggling conversation with Rita, got nowhereRita was constantly putting my wife on hold, yelling over the phone at her, and refused to give her contact information for someone else to speak with, stating "We don't give out names here"When my wife asked if there was a recording of their conversation stating that I would be charged when I made an appointment for a quote, she completely side stepped the question, also stating "I deal with hundreds of calls every day, I don't have the time to tell EVERY one about the service charge."!!! Are you kidding me? You don't have the TIME to tell people you are going to charge them??? This is where my issue with legalities arise: how can you charge someone an amount that you never even told them they were going to charge??? It doesn't make sense to me, and I don't know how this can legally be doneIf there is a recorded conversation between myself and Rita with her explaining that I would be charged, then I would love to hear it!!! If in fact I am wrong about this after hearing some sort of proof that I was told of this charge (ie a recording with MY voice on it), I will profusely aplogize for my wrongdoing and pay my invoiceIf you 'don't have the time to tell everyone about your service charge', then I highly suggest you start and make it a part of your appointment-booking processJust a tip.Outright awful business practice, not to mention they are clearly taking advantage of peopleI should have looked at their reviews made on *** (which I will absolutely be doing as well) before even calling them, as it seems others have been *** with this EXACT situation beforeAfter calling other companies for a quote, some quoted me on the phone (and they actually did quote me), and some said they would (and did) assess our needs in person at NO CHARGEAs a business owner myself I always try to see both sides of the coin, however, this is clearly wrong and shady. My position on this still stands and I will be doing everything I can to get the word across that Lock Surgeon has poor business practices and will tell everyone what they did to me, beccause what they did is wrong
Sincerely,
*** ***

All our incoming calls are handled the same wayIf the customer asks for a estimate they are informed that the quote is free but we charge $service callThis covers the technicians time, service truck costs, administrative costs, etc If the customer asks about a new door quote over the
phone they are given a budget number and told to get a exact quote a technician will need to review the jobsiteAt no point do we say that we will be doing anything for freeNon of our advertising says free anything and it also does not imply free It implies professional staff and Quality productNot all businesses provide free estimates** *** ** ** *** *** *** *** *** *** ** *** *** *** ** *** *** *** *** *** * *** *** *** *** *** *** ** *** *** If you go to the store, provide all the information about the door you needThey will give you a price, you pay for the door just like its a can of paint and you go install it yourself Then yes, the estimate is free. This customer is think that the response they got was rude but lets really look at thingsI dont work for free, ** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** *** For this person to ask use to work for free is Rude*** ** *** *** ** *** *** *** * *** *** *** *** *** *** ** ** *** *** *** *** *** ** *** ** *** *** *** *** ***

Complaint: ***
I am rejecting this response because: I asked for all the locks to be the same and the tech said he did not have the parts. I only had American express *** ** *** *** *** *** *** *** * * *** * ***. * *** ** *** *** ** *** ***. I offered to pay half the bill as they could not complete the garage and one key entry as requested. I hired and paid another company to come out that brought out the same opener and they were able to set it.The tech wasted my time for an hour running around to get the part and then could not set the opener, calling the owner many times to follow directions to set it and could notThe company should refund my money as they did a poor service job and wasted my time with incomplete work
Sincerely,
*** ***

Hi The customer phoned us and asked for the price to install a new garage door openerHe was quoted over the phone a supplied and installed price including the service call to site $He said to come out and complete the workOur technician arrived on siteReviewed the customers
needsMade additional recommendation as there was several other problems with the door that would cause damage to the new garage door openerThe technician explained that this would void the warrantyThe customer decided they did not want to get the additional work done and because it would damage the new opener, he did not want that done ether. At no time did the customer say they wanted a technician to come to his house and provide a quoteIf he did, we say the quote is free but there is a $site charge just like a plumber, *** ***, etc. The charges stand as isIf he would like the work completed in the next days we will not charge a additional service call to siteWe will need a credit card up front as the customer changed his mind once already and we will not take on the liability of them changing there mind again

Initial Business Response /* (1000, 8, 2015/08/28) */
Contact Name and Title: JJ B[redacted]
Contact Phone: [redacted]
Contact Email: [redacted]
The information contained in the above complaint is incorrect and untrue. The client had contacted us past the warranty period for the...

installation of the products on a previous call. We notified him that we would have a technician respond to his home and inspect what the issue was. The initial call stated that he was unable to open his door with the remote transmitter which was supplied by our company when we installed an electric operator almost a year previous. We explained to this client that there would be a service charge and diagnose for our technicians time if it proved to be not related to the electric operator. Our technician inspected the door and found that the spring was broken which is why the door would not lift. He had also made recommendation to replace various other parts which were exhibiting signs of wear which could cause future malfunctions. An estimate was written for the client and was not approved on location as they felt that our company should warranty the repairs to the door free of charge. I explained to the client that if he went and had his brakes and rotors replaced in his vehicle that a mechanic would not warranty his tire wearing down or blowing out a year later. I explained that it had no relation to the work completed previously with the installation of the new operator and that this was a completely separate malfunction which was beyond our control. The client was very dissatisfied with this answer and persisted. I expressed that the service charges for this call would not be waived and he would be responsible for making payment or he may face collections activity on his account.
Our company is seeking the payment of the $125.00 service call to location which was disclosed to the client upon calling our organization as well as the time spent on location to inspect the door and consult with the client. This results in a total fee of $184.00 + gst. My technician has spent approximately an hour and a half dealing with this on site the evening of the call and I personally have talked to the client for 34 minutes the exact same evening discussing this matter. If the client has called another service organization which had completed the spring work required that is up to his discretion. The other outfit from my understanding did not complete the full scope of work recommended by our firm. Depending on the parts used and labour charged for their work, our organization would have billed $395.00 for the same. Please also take into account that the other organization did also not make an additional visitation to location after regular hours. Thank you for your time!
Initial Consumer Rebuttal /* (3000, 10, 2015/09/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I don't accept the response from that company [redacted] They never told me the price how much they charging to come my house . I would like if company shows recording our conversation on that day. You can see clearly what they mentioned over the phone. Thanks.
Final Business Response /* (4000, 12, 2015/09/07) */
I'm sorry that the consumer does not agree with our response. We do not electronically record phone conversations in our office nor do we advertise or explicitly announce that we do. The charges on the invoice are final and if unpaid will be forwarded to third party collections which can lead to future credit challenges. The company was engaged by the consumer for charges and was disclosed at that time of any possible charges that may be applied. Thank you. This will be the final response from our organization regarding this matter.
Final Consumer Response /* (4200, 14, 2015/09/12) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept that proposal [redacted] They cannot provide any proof or recording which we had conversation between me and company. According to my knowledge in Alberta every business must tell to cunsumer how much they charging so that's why their mistake. Thanks

Hi [redacted]Your invoive has been reviewed with the technician on site, the overhead door operations manager, accounting and the dispatcher who took the call. [redacted]...

[redacted]#2 All your locks had been rekeyed and new keys provided.  The only reason you got different keys is because all your keyways are not the same. [redacted] vs [redacted]One key will not fit into the other. Our technician could have replaced the lock to make it match the other keyway but that is not the option you chose.  #3  The garage door opener that we purchased would not program to your garage door. We don't know why. You did not get charged for the part, travel time or labor in regards to any of the garage door work. Yes you may have had to call another company to do the garage door work. They are two different trades and we are the only organization that offers both services. However they are two different divisions. You just happened to have a cross trained technician at your home. They really should have told you a different technician would need to come out and that there is a separate service call for that service as its a different trade. [redacted] You had been clearly informed of all this by the technician that was on site. [redacted] sincerelyLock Surgeon group of companies     You had been clearly informed of all this by the technician that was on site.

Initial Business Response /* (1000, 5, 2016/04/20) */
At no point did we say we provide free estimates. Non of our advertising or marketing states free estimate. If the customer would have asked if the quote was free we would have said yes. The estimate is free but there is a service call fee of...

$125 for a technician to travel to site.
We do provide free estimates with no service call. The way to get this service is if the customer phones us with the product they want, measurements and emails us pictures. It is still not a binding estimate its just a budget number as we have not come to site to confirm everything will fit

Complaint: [redacted]
I am rejecting this response because: I asked for one service call, one key for all doors and asked for garage opener replacement.  They insisted this could all be done with one service call and it was not.  I hired another company to do the right job and garage opener was the exact same which was implemented in second.  I had to wait 2 hours Lock Surgeon sending for the service man to find the right part.  The install was not done.  They should not have come out if they could not do the proper job. They should refund the amount as I had to hire someone else to do the work properly.
Sincerely,
[redacted]

If you as a customer would have asked if we provide free estimates the answer would have been yes but that we charge $125 to come to site. Home depot and other companies also charge to send someone out to review your needs. If you do not want to pay a service fee then your option is to come...

into a  store and look at the price tag on the shelf or call for a price. Your comment about 9 out of 10 businesses offer free estimates is completely incorrect.  Most large service companies charge to come to site. Its the cost of sending a man and service truck to site. If anyone thinks that its going to be free they should ask if its free. Also just a little info for you as a "manager".  96% of businesses fail within 10 years. We have been in business for over 26 years. Most large businesses in Edmonton and Calgary use us and we continue to increase our repeat customer base by 10 - 20 % a year. We are clearly doing something correct. Oh and we get awards like crazy for customer service.  Your language speaks largely of who you are :) I going to recommend you look at your email and review your performance "Manager" Have a great day

Initial Business Response /* (1000, 13, 2015/08/06) */
The technician arrived on site. The customers existing lock unit was a older one piece handle and deadbolt unit that was broken. They no longer make this type of locking unit. The technician replaced the handle with a locking handle as a...

temporary fix. He explained that he would be back tomorrow with all the correct hardware to fix the problem correctly. He billed her for his time on site and the temporary lock.
The next day he came with all the correct parts to fix the customers lock issues.
Parts needed - passage handle(handle that does not lock), New dead bolt, Door saver wrap(covers old hole prep so you dont have to buy a new door) - This was used to cover up the holes from the old locking unit.
He removed the temporary locking handle, put it back in the box and on his truck. The Door saver wrap(covers old hole prep so you dont have to buy a new door) was then installed.
He then installed the correct handle (passage handle listed above) on the customers door. The customer was not billed for this new handle. It was just a swap with the handle from the day before. It [redacted] states this on the customers invoice. Its even circled to highlight that they did not get double charged.
Then the new deadbolt was installed above this.
The customer was billed for the parts and labor to complete this project. Everything done is clearly written on the invoice. We have pictures of all the work performed on site and documentation of work completed on site. The labor charge was not $200 per hour. Its a flat rate to install each part and comes from a pricing book assigned by our corporate office.

Complaint: [redacted]
I am rejecting this response because: While I understand that the business does not work for free, they should have advised the cost of the house call when they were contacted for the quote. had that been done, I would not have have scheduled the house call for the estimate. when I called the business to discuss, not only was the response disrespectful, but they refuse to accept that they did not advise of the fee and they were asking for more then what is listed in there response. [redacted]according
to the technician who came to my house,  the administrator who answers
the call mentions the service charge associated with the home visit but
she neglected to mention it when I called. if I would have known about
that service charge I would have never asked for home estimate. I am on a
budget and can't afford wasting money and dont also like hassle with
those companies.[redacted] I will not accept anything less then a recording of the conversation in which they are discussing the initial house call for the estimate with me. [redacted]
Sincerely,
[redacted]  
[redacted]