24 Hr Locksmith Service

Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

We received a call from the customer, asking to make a key for Tacomathe dispatch told them we can make the keywhen a technician arrived to the location, before he start working, he asked both the wife who was there and her husband over the phone if they have anti theft system because it is
optional on those models and we can only make the regular key, not the one with the chip even though the dispatch told them we can do the keys.the technician has no way to know if the car is equipped with anti theft system and the customer told the technician that it is just a regular system, that is why the technician proceed and make the key.after making he key, the car didn't start and the anti theft system illuminate, and then the technician told the customer that the vehicle is equipped with that system and they will have to take the car to the dealer to program the key.the technician was very clear with the customer before he started to work on the vehicle that he can only make a regular key, not the transponder one, after making the key the customer realize that the key doesn't start the car and asked for a refund.we charged the customer trip charge to come over, and making a regular key based on the information we received from the customer on site.over the phone with the dispatch, the customer never mention that the vehicle is equipped with anti theft system that is why the dispatch told him we can make the key and the technician also make sure to let the customer know before the job was done that he will only make a regular key.in the following days, we talked with the customer and even try to direct him to different company that can help then with programming the keys, but all the customer wanted is a full refund.

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
Sincerely,
Tyson L**

Complaint: ***
I am rejecting this response because:The only people not being truthful here are you guysWe called you because we needed a key to start the truck, you obviously knew based on the truck make and model and year that it required a chip keyyou are contradicting yourself when you said that you made us a chip key and it didn’t start because you couldn't program it due to the anti theft system (that we knew nothing about) and then said "they will have to take the car to the dealer to program the key”After you guys left, we had the truck towed to the dealer and the dealership said the key doesn’t even work when they tried to program it, can you explain why it didn’t work when you said it would? Then you said "we talked with the customer and even try to direct him to different company that can help then with programming the keys”, which I agreed to this option, however, like I said, you guys told me a tech would contact me to help us find a way to get the key to work and We have been waiting for a call and even tried multiple times to call the business and Mike will not take my calls or call me back after leaving multiple messagesso how can you say you tried to direct me to het the key to work?Then you are also saying that you made us a “regular key”so you lied when you said you made us a chip key? so, how can we program the key if you are saying that you only made us a “regular key”. which statement is true? did u make us a chip key like we asked? or did u make us a regular key and charged us over $knowing that it would not start our car because you knew it needed a chip transponder key? so you also knew that it wouldn’t work if we took it to get programmed at the dealer? Please tell me which is the truth?We told you what we needed, you said you could do it and you didn’t do what was agreed upon, you failed to communicate clearly about the situation and scammed my wife’s grandma into paying the bill without providing us the service we agreed on. When I called, mike was very unprofessional, even yelled at me on the phone and hung up on me times when trying to rectify the situation. Then when we tried to reach an agreement to help us get a key that worked like you promised, you won’t even return our calls at all!it seems very unresaonal to be charged over $for a key that doesn’t work when your prices on your website and the estimate that was given to us prior to coming was no where near the actual cost. can you break down the cost of your servicesand justify to me why this service was so expensive if you only made a “regular key” when you told us its a "chip key”? I understand the price of the travel fee, however, the rest of it is ridiculous.
Sincerely,
*** ***

We can' no longer response if you are not telling the truethe technician did talk with the wife and husband when making the key and and told them we can't program it.nothing more to add.for us the case is close

I'm sorry for any inconvenient caused to the customerI was out of the office for the week and I wasn't able to return calls.we will contact the customer to schedule a time to come over and replace the locksincerely Roger

Complaint: ***
I am rejecting this response because:The only people not being truthful here are you guysWe called you because we needed a key to start the truck, you obviously knew based on the truck make and model and year that it required a chip keyyou are contradicting yourself when you said that you made us a chip key and it didn’t start because you couldn't program it due to the anti theft system (that we knew nothing about) and then said "they will have to take the car to the dealer to program the key”After you guys left, we had the truck towed to the dealer and the dealership said the key doesn’t even work when they tried to program it, can you explain why it didn’t work when you said it would? Then you said "we talked with the customer and even try to direct him to different company that can help then with programming the keys”, which I agreed to this option, however, like I said, you guys told me a tech would contact me to help us find a way to get the key to work and We have been waiting for a call and even tried multiple times to call the business and Mike will not take my calls or call me back after leaving multiple messagesso how can you say you tried to direct me to het the key to work?Then you are also saying that you made us a “regular key”so you lied when you said you made us a chip key? so, how can we program the key if you are saying that you only made us a “regular key”. which statement is true? did u make us a chip key like we asked? or did u make us a regular key and charged us over $knowing that it would not start our car because you knew it needed a chip transponder key? so you also knew that it wouldn’t work if we took it to get programmed at the dealer? Please tell me which is the truth?We told you what we needed, you said you could do it and you didn’t do what was agreed upon, you failed to communicate clearly about the situation and scammed my wife’s grandma into paying the bill without providing us the service we agreed on. When I called, mike was very unprofessional, even yelled at me on the phone and hung up on me times when trying to rectify the situation. Then when we tried to reach an agreement to help us get a key that worked like you promised, you won’t even return our calls at all!it seems very unresaonal to be charged over $for a key that doesn’t work when your prices on your website and the estimate that was given to us prior to coming was no where near the actual cost. can you break down the cost of your servicesand justify to me why this service was so expensive if you only made a “regular key” when you told us its a "chip key”? I understand the price of the travel fee, however, the rest of it is ridiculous.
Sincerely,
*** ***

After reviewing the customer complaint, I checked the call recording to hear the conversation between the customer and the dispatch.the dispatch didn't quote a flat price of $labor and $35-service call like the customer claimthe dispatch quoted the customer labor starts at $depending on
the lock plus service call of $30.the total charge was $for the lockout service and $service call plus tax.also, I checked with the technician, and all prices was given to the customer before any job was done.because of the misunderstanding I wiil issue a $refund to the customer

We can' no longer response if you are not telling the truethe technician did talk with the wife and husband when making the key and and told them we can't program it.nothing more to add.for us the case is close

Complaint: ***
I am rejecting this response because:The business was not clear about telling us that the key may not start the vehicleThey were not clear that they would not be able to program the keyThey told us they do transponder keys and made a key and it wouldn’t start the carHe told us to take it to the dealer so they can program it but the dealer called and told us it doesn’t even workWe told them what we needed and they said they could do it And they couldn’t so I want a refund becasue the key they made is useless.They did not speak to my wife because my wife was sleeping from working a night shift and I had to take her car becasue I still needed to go to work, so neither of us spoke with the tech at when he made the keyThe tech spoke with my wife’s grandma and gave her the key and got her to pay without explaining to her that the key didn’t start the carIf My wife or I knew what was happening, we would’ve have agreed to pay for the services becasue it wasn’t what we agreed uponMy wife called the business times since Saturday to resolve this issue and Mike refuses to return her calls, he told her that he was going to have a tech call us so they could find someone to program the key and get it to work and nobody has called us at allHe seems to be avoiding taking to my wife on the phone or trying to rectify the situation.
Sincerely,
*** ***

?
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
Sincerely,
Tyson L**

Complaint: [redacted]
I am rejecting this response because:The business was not clear about telling us that the key may not start the vehicle. They were not clear that they would not be able to program the key. They told us they do transponder keys and made a key and it wouldn’t start the car. He told us to take it to the dealer so they can program it but the dealer called and told us it doesn’t even work. We told them what we needed and they said they could do it And they couldn’t so I want a refund becasue the key they made is useless.They did not speak to my wife because my wife was sleeping from working a night shift and I had to take her car becasue I still needed to go to work, so neither of us spoke with the tech at when he made the key.. The tech  spoke with my wife’s grandma and gave her the key and got her to pay without explaining to her that the key didn’t start the car. If My wife or I knew what was happening, we would’ve have agreed to pay for the services becasue it wasn’t what we agreed upon. My wife called the business 4 times since Saturday to resolve this issue and Mike refuses to return her calls, he told her that he was going to have a tech call us so they could find someone to program the key and get it to work and nobody has called us at all. He seems to be avoiding taking to my wife on the phone or trying to rectify the situation. 
Sincerely,
[redacted]

We received a call from the customer, asking to make a key for 2014 Tacoma. the dispatch told them we can make the key. when a technician arrived to the location, before he start working, he asked both the wife who was there and her husband over the phone if they have anti theft system because it is...

optional on those models and we can only make the regular key, not the one with the chip even though the dispatch told them we can do the keys.the technician has no way to know if the car is equipped with anti theft system and the customer told the technician that it is just a regular system, that is why the technician proceed and make the key.after making he key, the car didn't start and the anti theft system illuminate, and then the technician told the customer that the vehicle is equipped with that system and they will have to take the car to the dealer to program the key.the technician was very clear with the customer before he started to work on the vehicle that he can only make a regular key, not the transponder one, after making the key the customer realize that the key doesn't start the car and asked for a refund.we charged the customer trip charge to come over, and making a regular key based on the information we received from the customer on site.over the phone with the dispatch, the customer never mention that the vehicle is equipped with anti theft system that is why the dispatch told him we can make the key and the technician also make sure to let the customer know before the job was done that he will only make a regular key.in the following days, we talked with the customer and even try to direct him to different company that can help then with programming the keys, but all the customer wanted is a full refund.

Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

I'm sorry for any inconvenient  caused to the customer. I was out of the office for the week and I wasn't able to return calls.we will contact the customer to schedule a time to come over and replace the lock. sincerely Roger

After reviewing the customer complaint, I checked the call recording to hear the conversation between the customer and the dispatch.the dispatch didn't quote a flat price of $60 labor and $35-70 service call like the customer claim. the dispatch quoted the customer labor starts at $65 depending on...

the lock plus service call of $30.the total charge was $120 for the lockout service and $30 service call plus tax.also, I checked with the technician, and all prices was given to the customer before any job was done.because of the misunderstanding I wiil issue a $50 refund to the customer.