RE: [redacted] Dear [redacted] , March 24, We received your message concerning a complaint from [redacted] A business' most important asset is a satisfied customer We appreciate the opportunity to address [redacted] ’s complaint In respect to this matter, a through investigation has been completed and we find no justification for this complaintThe specially trained professionals involved in this job provided more than satisfactory service so as to resolve the customer’s immediate emergency needs Our records indicate that on Tuesday, March 22, at approximately 4pm [redacted] had contacted us for Emergency Services because her key would not operate her Deadbolt and she was locked outWe explained that we could get to her but it was late in the day and it would be at least an hour and that would be after our day service hours We quoted an Emergency Service call of $plus labor & Parts along with our standard terms before dispatch The quote and terms are standard operating procedure [redacted] acknowledged understanding the quote and terms on the telephone before the dispatcher logged the address and other details to initiate the emergency service [redacted] asked that we notify her when close so she may return to work and return home to meet our team as she stated she works nearbyOur unit arrived at 5pm [redacted] supervised and communicated with our Emergency Locksmith while he worked and determined that her top deadbolt was not the issue as she had thought but rather it was the primary decorative bottom deadbolt which was defectiveThe Locksmith carefully minimized the required damage to her door as this type of hardware is special ordered and got her door openHe then removed the problem lock and repaired it for temporary service until she might want to have the unit or the components replaced for aestheticsUpon completion [redacted] signed the paperwork to ratify satisfaction This is evidenced on the invoice as well as on the credit card slip We do not advertise or quote a “Flat Rate” for Emergency Services as that is impossible without knowing what equipment is there, the condition and exactly what’s wrong Emergency Evening rates are always more expensive Damage is sometimes required to neutralize a severe problem as in this broken lock because her key would turn but the bolt wouldn’t actuateThe client pays for repairs Our staff is not rudeOur fees are not dictated by Gender Our Locksmith had no knowledge of her marital status nor does it matter In summary, [redacted] was satisfied upon completion with the emergency work performedThis is evident by three signaturesTwo signatures on the invoice and one on the credit card slip which ratify the customer’s satisfaction with the emergency services we provided Thank you for the oppurtunity to respond to this ambiguous complainent
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I am the Manager of this property and therefore responsible for negotiating issues such as theseThe person the vendor spoke to is the Maintenance Manager and he works for meI believe that charging $for a little over an hour's worth of work oiling and cleaning a lock is an exorbitant amount of money to be charged and therefore is not a fair business practice In fact, I have checked with other locksmith's in the area and they confirmed my opinion that we have been grossly overchargedRegardless of what the Maintenance Manager signed, if charges are this high for such a small amount of work, we should have been notified prior to completing the job Regards, [redacted] ***
Dear Sirs,RE: [redacted] New York, NY [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: **[redacted] @***.comAfter a through investigation concerning this complaint we find that this individual [redacted] is not a Customer of ours and does not have a Signature on file for [redacted] Keys in regards to the property he is requesting [redacted] keys for the property he is referring to will not be cut for himEnclosed are the printed details from [redacted] concerning the [redacted] High Security Lock "Key Control Program" which explains who can get keysPlease take notice to the RED Circled and highlighted information which explains the [redacted] Factory Key Control procedure for the Service Center on the attachment " [redacted] key control Highlighted"The other attachment is an "Authorized Signature" Form provided to us from [redacted] which is used to capture a Authorized Signature for our files[redacted] has these options:He can bring his [redacted] locks in to our Service Center and pay us for the associated Labor and Parts to rebuild his locks to a new combination which would remove the previous Signature on File and establish him as the Authorized SignerHe can pay for a Service Call plus associated Labor and Parts and have us rebuild his locks at his property to a new combination which would remove the previous Signature on File and establish him as the Authorized SignerHe can ask the Original purchaser/Signer on file to come in and order [redacted] Keys and pay for him.Furthermore, we take a position that this is by no means is a scam and we as professionals work diligently to protect the [redacted] Patented Key Control Program at HoudiniReference to any further disparaging remarks will be construed as defamation of the Houdini Brand.Any further questions please give us a call
RE: [redacted] Dear [redacted] , March 24, We received your message concerning a complaint from [redacted] A business' most important asset is a satisfied customer We appreciate the opportunity to address [redacted] ’s complaint In respect to this matter, a through investigation has been completed and we find no justification for this complaintThe specially trained professionals involved in this job provided more than satisfactory service so as to resolve the customer’s immediate emergency needs Our records indicate that on Tuesday, March 22, at approximately 4pm [redacted] had contacted us for Emergency Services because her key would not operate her Deadbolt and she was locked outWe explained that we could get to her but it was late in the day and it would be at least an hour and that would be after our day service hours We quoted an Emergency Service call of $plus labor & Parts along with our standard terms before dispatch The quote and terms are standard operating procedure [redacted] acknowledged understanding the quote and terms on the telephone before the dispatcher logged the address and other details to initiate the emergency service [redacted] asked that we notify her when close so she may return to work and return home to meet our team as she stated she works nearbyOur unit arrived at 5pm [redacted] supervised and communicated with our Emergency Locksmith while he worked and determined that her top deadbolt was not the issue as she had thought but rather it was the primary decorative bottom deadbolt which was defectiveThe Locksmith carefully minimized the required damage to her door as this type of hardware is special ordered and got her door openHe then removed the problem lock and repaired it for temporary service until she might want to have the unit or the components replaced for aestheticsUpon completion [redacted] signed the paperwork to ratify satisfaction This is evidenced on the invoice as well as on the credit card slip We do not advertise or quote a “Flat Rate” for Emergency Services as that is impossible without knowing what equipment is there, the condition and exactly what’s wrong Emergency Evening rates are always more expensive Damage is sometimes required to neutralize a severe problem as in this broken lock because her key would turn but the bolt wouldn’t actuateThe client pays for repairs Our staff is not rudeOur fees are not dictated by Gender Our Locksmith had no knowledge of her marital status nor does it matter In summary, [redacted] was satisfied upon completion with the emergency work performedThis is evident by three signaturesTwo signatures on the invoice and one on the credit card slip which ratify the customer’s satisfaction with the emergency services we provided Thank you for the oppurtunity to respond to this ambiguous complainent
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I am the Manager of this property and therefore responsible for negotiating issues such as theseThe person the vendor spoke to is the Maintenance Manager and he works for meI believe that charging $for a little over an hour's worth of work oiling and cleaning a lock is an exorbitant amount of money to be charged and therefore is not a fair business practice In fact, I have checked with other locksmith's in the area and they confirmed my opinion that we have been grossly overchargedRegardless of what the Maintenance Manager signed, if charges are this high for such a small amount of work, we should have been notified prior to completing the job Regards, [redacted] ***
Dear Sirs,RE: [redacted] New York, NY [redacted] Daytime Phone: ###-###-#### Evening Phone: ###-###-#### E-mail: **[redacted] @***.comAfter a through investigation concerning this complaint we find that this individual [redacted] is not a Customer of ours and does not have a Signature on file for [redacted] Keys in regards to the property he is requesting [redacted] keys for the property he is referring to will not be cut for himEnclosed are the printed details from [redacted] concerning the [redacted] High Security Lock "Key Control Program" which explains who can get keysPlease take notice to the RED Circled and highlighted information which explains the [redacted] Factory Key Control procedure for the Service Center on the attachment " [redacted] key control Highlighted"The other attachment is an "Authorized Signature" Form provided to us from [redacted] which is used to capture a Authorized Signature for our files[redacted] has these options:He can bring his [redacted] locks in to our Service Center and pay us for the associated Labor and Parts to rebuild his locks to a new combination which would remove the previous Signature on File and establish him as the Authorized SignerHe can pay for a Service Call plus associated Labor and Parts and have us rebuild his locks at his property to a new combination which would remove the previous Signature on File and establish him as the Authorized SignerHe can ask the Original purchaser/Signer on file to come in and order [redacted] Keys and pay for him.Furthermore, we take a position that this is by no means is a scam and we as professionals work diligently to protect the [redacted] Patented Key Control Program at HoudiniReference to any further disparaging remarks will be construed as defamation of the Houdini Brand.Any further questions please give us a call