A-1 Security Locksmith

Thank you for mediating the customer's concernsBefore proceeding, I would like to call attention to the fact that this letter was sent on July 2nd and had instructions to reply within daysThis posed a preliminary issue, as I only received the letter on July 8th and am now replying as soon as
I could, on July 12thI hope you understand how the postal system caused a delay in my response.As for the matter of the customer's complaint (of ID ***), my response is in three partsFirstly, there is no clear origin as to where the number $came fromThe technicians of this company are trained not to give estimated prices over the phone, especially considering that different procedures cost entirely different pricesSecondly, there is no procedure (or sum of procedures) on our company's list of prices that costs such a number, our prices are all integers before taxesThirdly, our technicians are trained to make it entirely clear over the phone that our service fee is $29.00, meaning that if the technician reached the premises, gave an estimated price, and the customer did not consent to the estimate, (s)he is only responsible for paying the $service fee and the job would be cancelledNonetheless, the technician reached the premises, received the daughter's consent to proceed with the job, and performed the jobAfter the job was complete, the daughter was given the final price and did not have any inquiries about, or disagreements with this priceShe then gave the technician the credit card and was asked to sign the receipt as an acknowledgment of the final price and full consent to pay itWhat was written on the receipt: $service fee + $lock out service fee = $194,The daughter agreed to the charge and signed without dispute.Attached to this letter is a copy of the signature and agreed upon charge mentioned aboveIf any further details or documentation is required, please let me know so I may provide such items.We sympathize with the customer's distress; however, the occurrence was due to a misunderstanding on the customer's and his daughter's part.Finally, as a side note to you, the mediator, we would like to make it clear that we have provided all the explanations and evidential documents we couldIf in spite of our explanations you find that the customer was rightful in his complaint, we would gladly adjust the billing payment.Best Wishes,A-Security Locksmith ###-###-####

Thank you for mediating the customer's concernsBefore proceeding, I would like to call attention to the fact that this letter was sent on July 2nd and had instructions to reply within daysThis posed a preliminary issue, as I only received the letter on July 8th and am now replying as soon
as I could, on July 12thI hope you understand how the postal system caused a delay in my response.As for the matter of the customer's complaint (of ID ***), my response is in three partsFirstly, there is no clear origin as to where the number $came fromThe technicians of this company are trained not to give estimated prices over the phone, especially considering that different procedures cost entirely different pricesSecondly, there is no procedure (or sum of procedures) on our company's list of prices that costs such a number, our prices are all integers before taxesThirdly, our technicians are trained to make it entirely clear over the phone that our service fee is $29.00, meaning that if the technician reached the premises, gave an estimated price, and the customer did not consent to the estimate, (s)he is only responsible for paying the $service fee and the job would be cancelledNonetheless, the technician reached the premises, received the daughter's consent to proceed with the job, and performed the jobAfter the job was complete, the daughter was given the final price and did not have any inquiries about, or disagreements with this priceShe then gave the technician the credit card and was asked to sign the receipt as an acknowledgment of the final price and full consent to pay itWhat was written on the receipt: $service fee + $lock out service fee = $194,The daughter agreed to the charge and signed without disputeAttached to this letter is a copy of the signature and agreed upon charge mentioned aboveIf any further details or documentation is required, please let me know so I may provide such itemsWe sympathize with the customer's distress; however, the occurrence was due to a misunderstanding on the customer's and his daughter's partFinally, as a side note to you, the mediator, we would like to make it clear that we have provided all the explanations and evidential documents we couldIf in spite of our explanations you find that the customer was rightful in his complaint, we would gladly adjust the billing paymentBest Wishes,
A-Security Locksmith
###-###-####

Thank you for mediating the customer's concernsBefore proceeding, I would like to call attention to the fact that this letter was sent on June 11th and had instructions to reply within daysThis posed a preliminary issue, as a complication in the organization of our mail caused me to
receive the letter today, and I am now replying as soon as I could, on July 25thI hope you understand the delay in my response.As for the matter of the customer's complaint (of ID ***), my response is as followsFirstly, it is important to clarify that A-Security Locksmith is not an independent company and acts as a contractorTherefore, the initial phone conversations that customers have are not with our company representatives but rather with the dispatchers of different companies we are connected toThe prices that customers receive over the phone are not given by our technicians but by representatives of these companies, each of who may specify a different service free or final priceThat being said, the technicians of our company are trained not to give estimated final prices over the phone, especially considering that different procedures cost entirely different pricesIn order to retain the customer's trust, the customer is not quoted until a technician reaches the premises so he may give an accurate priceThis way, the customer is not made to expect a final payment that is much higher or lower than the actual final priceTechnicians are also trained only to clarify that there is a service fee of around $(the price varies depending on the dispatcher company) that must be paid once the technician has reached the premisesAdditionally, the $the customer was quoted could only have been the starting price; it is unclear why the technician would inform the customer that this was the final price when he was specifically trained not toTo this customer, we offer our sincerest apologiesShould you rule that this mistake can be traced back to our company alone, the customer may rest assured that he will receive a $refundBest,CEO of A-Security Locksmith

[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]
 Complaint: [redacted]
I am rejecting this response because:My daughter called me when she was locked out and I arranged for the locksmith to come to her. I spoke to the vendor over the phone and was quoted a price of $29 for the service fee and $24.99 for labor on simple jobs. The $24.99 and their low cost was posted on their website. He assured me that simply opening a door was a simple job. They arrived and it took less than five minutes to open the door. They then charged my daughter the larger amount and she accepted because I did not communicate to her what the final bill should have been. I had a verbal contract with them and they clearly took advantage of the situation with a distressed young woman. I am a very honest person and absolutely believe that they deliberately inflated the bill. I can't prove what I am saying is true but those are the facts.
Regards,
[redacted]

[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]
 Complaint: [redacted]
I am rejecting this response because:
My daughter called me when she was locked out and I arranged for the locksmith to come to her. I spoke to the vendor over the phone and was quoted a price of $29 for the service fee and $24.99 for labor on simple jobs. The $24.99 and their low cost was posted on their website. He assured me that simply opening a door was a simple job. They arrived and it took less than five minutes to open the door. They then charged my daughter the larger amount and she accepted because I did not communicate to her what the final bill should have been. I had a verbal contract with them and they clearly took advantage of the situation with a distressed young woman. I am a very honest person and absolutely believe that they deliberately inflated the bill. I can't prove what I am saying is true but those are the facts.
Regards,
[redacted]

My son locked his key in his car on a frigid Milwaukee night after 10:00 p.m. I got A-1's number from a Google search, and had no previous experience with them. They got to my son's car on the northwest side in less than 20 minutes and quickly got in him the car. I met the locksmith there to pay him. I appreciated the balancing of getting in the car with assuring we were the legitimate owners of the car.
The young man was professional, thoughtful, and courteous. I was impressed with the speed and service provided.