5 Star Los Angeles Locksmith

Revdex.com:
At this time, I have not been contacted by Star Locksmith (San Francisco) regarding complaint ID ***
Sincerely,
*** ***

Review: 5 Star Los Angeles Locksmith is not what they advertise their company to be. This included the 20 minute availability and the estimate quote given. It began by the lady answering the phone not giving me an estimate on the jobor even a ballpark or range. She merely referred me to make an appointment for the tech to come. I will not emphasize how much I regret calling this company amongst the hundreds of other locksmiths on the internet!I had made an appointment for 3:30pm on July **, 2013 but explained I will be in a conference prior to that. At 2:43, 2:51, 2:53, 2:55, 3:05, 3:06, my phone rang. I am not sure why I was called so many times in such a short period. I called shortly after my lecture ended and decided to postpone the appointment by 15 min to 3:45pm which was confirmed with the company.I arrived home by 3:35pm and waited for the tech to arrive. I waited until 4:05pm before I called to find out if anyone was coming. He did not arrive until 4:33pm45 minutes late from our original appointment time. My expectations would have been someone to call me and not me calling them! Especially when they were able to call me SIX times before!Once the tech showed up, he was unable to figure out the buzzer in my complex. After 5 minutes of him not figuring it out, I ended up having to walk all the way downstairs to get him at which time I showed him how to use the buzzer.At the arrival of my door, he told me my lock wasnt working. The estimate was atrocious$170! If the original phone call suggested a price range, I would have been less shocked. But to not even let the customer know the possibility of spending a small fortune would appear that the company has something to hide. I then asked the technician how long the job will be. He told me 20 minutes. More than 20 minutes later, he told me he needed a part from his car. Again, he was unable to use the buzzer and required me to walk all the way down to get him. At this point, I asked him again how long it would take. He says 10 minutes. More than 10 minutes later, he tells me he has to go downstairs again. When he returns, I ask him again, how long? He says 10 minutes. He does not finish the job until 2.5 hours later at 6:55pm!! I had tickets to a concert at 7pm and because of his multiple false 10 minutes, my friend and I were both over an hour late to the concert. He had completely mislead me in how long the job would be.Due to the amount I was being charged, I had intended to write a personal check to which I was told that he did not accept. Nowhere on the web site, nor when he gave me the estimate, was I told that checks were not accepted. As I walked out behind him to leave for my concert, my door did not automatically close like it did before. However, I was able to close it with a pull on the door. I turned around and the tech was gone. Due to my tardiness, I had decided to tackle this ordeal another time.On my way to the concert, I called the company and the woman who answered the phone was mildly sympathetic and offered to let me speak with the manager. The manager, [redacted], was NOT at all sympathetic to my complaints. In fact, he suggested I call back because he could not hear me despite the fact that I just had a whole conversation without a problem. However, when asked the managers name, he would not give it to me. This made the company appear to not want to be forthright with the customer and has something to hide. The next day I call back and asked to speak to the manager who was completely not sympathetic to my complaints. He was justifying how things could be and arguing with me at times. In addition, he tells me he cannot do anything for me. He again refused to give me the name of his manager who could approve refunds multiple times. Honest companies who have nothing to hide have no problem giving out the names and contact information. Finally, he told me he would find someone to send to my place and that when he does, they will call me. I asked specifically twice to NOT send the same tech to my house again. Again, disregarding any thoughts to the customer, without any phone calls and over an hour later, there was a knock on my door and to my chagrin was the SAME TECH!!! I cannot understand the complete disregard for the customer wishes. At this time, I told him my door does not close properly which he promptly says he didnt do anything to the door. It took me 2 seconds to figure it outso as he was trying to figure out how my door could be askew, I pointed out that it was because his screw was not tightened enough and catching on my wall. Today, July **, 2013, I called the company again at their direction and asked to speak to the manager. I spoke to [redacted] who was not sympathetic. I asked why they sent the SAME tech after I specifically said I didnt want the same person and he answered that he couldnt find anyone else and wanted the job finished. It was clear they had complete disregard for my feelings. I pointed out that no one ever called me to let me know that there was a tech coming and that the tech just showed up at my door despite what the company had told me. The complete disregard for my wishes and respect for my time is beyond anything I have ever experienced in any situation and cannot believe that this is acceptable.Finally, [redacted] asks what I expect; I countered his question with what he would expect if he was the customer. He could not give me any answers saying he did not experience this. I told him he was lucky that no one has ever treated him the way this company has treated me. At which point I told him what I expected which is a full refund. I am told he will call me back tomorrow because he has to speak to yet another manager for authorization of any potential retribution. I am not holding my breath.Desired Settlement: The manager, [redacted], asked me what I would expect. Rather than tell him what I would expect, I asked him what he thinks would be appropriate. Unfortunately, he still did not feel his company was at fault in any way and did not have any offers for me. I then answered his question and told him my expectations would be a full refund...he said he couldn't do that.

Review: I lost my car key on 04/**/2014 at a Wal-Mart parking lot. I called several locksmiths in Dallas on 04/**/2014 and 5 Star Locksmith gave a better quote. I told them I wanted a FOB key. They quote $19.00 for service call and $119.00 and up for a FOB key. The locksmith came out and wrote an estimate receipt for a FOB key which came to $284.00. I signed it and they start to make the key. During the process of making the key I saw that the key did not look like the key I asked for. I told the locksmith that the key was not what I asked for. He stated that the FOB key will be $200.00 and up. I told him want I was quoted by the customer service representative. I called 5 Star Locksmith and the customer service representative states that he apologize and transferred me to a [redacted] who name I do not remember because I was upset. He was very rude and would not listen to want I was saying. He hung up on me and I called them back. I was transferred to the same person and he stated to pay the locksmith $230.00. I paid the man because I needed my car to go to work the next day. Also, the receipt he gave me shows transponder key instead of FOB key. I did not get the first receipt and did not realize it was changed until after he left. The drove my car home but when I locked my car and unlock it the panic sound comes on. I called the locksmith and he stated to unlock and open all the doors and shut them. He also states to put the key in the door at lock and unlock it three times and the sound will go away. However, it did not go away. I called the company to report the problem and was transferred to another [redacted], [redacted]. She told me that the alarm system was defective and I need to go to the Jeep Dealership. I explained to her the locksmith ensures me the key will work and she keeps blaming the defective alarm system. I called back and was transferred to Lynn. I asked for the owner name and she would not give it to me. I cannot lock my car because the panic sound will go off. I cannot open the trunk of my vehicle. I work late on my job and my remote help me open my car before I get in but now I have to open it with the door key and get in to stop the panic sound. I want the FOB key I was quoted by the customer representative.Desired Settlement: I want a refund $230.00 or make the FOB key as stated.

Review: This business is not reputable, not professional and engages in false advertising. Further, I felt both blackmailed and extorted by their service.The website claims a 20 minute response time and a $19 service call.The technician showed up 2.5 hours late, with a friend in the car with him. He said that he was not going to bother getting his tools unless I agreed that I was willing to pay the price. He then quoted a price of $250 without having even looked at the lock or the door. Being locked out of your home is a vulnerable situation which this company preyed upon. I was under pressure and duress and I did verbally agree to the exorbitant price. At this point the technician collected his tools and came inside the building. He unlocked the door to my apartment in less than 120 seconds and then proceeded with paperwork. The technician was wearing street clothes (no uniform), he was also unclean and smelled. Further, the paperwork did not include any documentation with the company's info on it. When he asked me to provide my Driver's License and DOB along with my credit card I felt uncomfortable. Nothing about this operation seemed professional and I was concerned about an identity theft scam. NOTE: this was not the case - but it reflects on the high level of unprofessional-ism associated with all aspects of the interaction.Based on my complaint calls to the business it appears that this is a consistent mode of operation for the business and they regularly prey on customers who are locked out of their homes. Additionally, the company lists a New York address for the the San Francisco website and phone number.Desired Settlement: I am requesting a refund on my over payment so that the rate matches the advertised one.

Consumer

Response:

At this time, I have not been contacted by 5 Star Locksmith (San Francisco) regarding complaint ID [redacted].

Sincerely,