Alliance Locksmiths, Inc.

Good afternoonThe fact of the matter is that we initially offered to have our tech return , but she flatly refusedWe were willing to try to come up with a creative way to solve the problem, but she only wanted a refundWe are not willing to refund $300, it is very unreasonable.Robert C***Alliance Locksmiths

Complaint: ***
I am rejecting this response because:
The response contains inaccurate information and does not resolve the problem The bottom line is that I was told that the holes would be filled in so that the doorframe could be sanded and painted and that was not done The work was done with the wrong materials and was done poorly and had to be redone I should not have to pay $for work that had to be redoneSincerely,
*** ***

Good afternoon
The fact of the matter is that we initially offered to have our tech return , but she flatly refusedWe were willing to try to come up with a creative way to solve the problem, but she only wanted a refundWe are not willing to refund $300, it is very unreasonableRobert C***
Alliance Locksmiths

Complaint: ***
I am rejecting this response because:The response contains inaccurate information and does not resolve the problem The bottom line is that I was told that the holes would be filled in so that the doorframe could be sanded and painted and that was not done The work was done with the wrong materials and was done poorly and had to be redone I should not have to pay $for work that had to be redone.Sincerely,
*** ***

Hello Revdex.com staff
Regarding the complaint from the client [redacted], there are a few important details that she left out.
Firstly, if she feels that the price was too high, she could have simply opted not to hire us. She was under no pressure to have us complete the...

work, and we did not charge a customary trip fee (service call) so it would not have costed her one cent to decline the work. Our tech looked at the door upon arrival to her apartment, and indicated that he could return after picking up the locks from our local supplier . We gave her the prices up front, which were agreeable, and she consented to have the work done. Finding a lock on [redacted] does not cover the essential details, as there are still many pieces of information that a locksmith needs to determine, including use of bolt or latch, backset of lock, finish, strike plate, etc. 
Prior to the installation,our locksmith specifically told the client that it would be better to install the locks with new holes, than to install them in place of the existing locks, which use a different template . The client responded that it would not be an issue, as they were doing a renovation . After the work was complete, the client ended up touching up the door either herself or with someone else. She sent us photos of what was done, but this was after she had elected to get involved in changing the look of the holes on the door. 
The client called our office (after working on the appearance of the locks) to express her displeasure with the outcome.  Our manager offered to have our locksmith return, which we are always willing to do in good faith . She flatly refused . Our manager then discussed the possibility of giving her a nominal credit, but she wanted what our manager felt was too much money in return. She then told the manager that unless we complied with her demand for  a $300 refund, that she would immediately post a negative review of our company and would dispute the charge with [redacted].  We see that as a form of blackmail . We cannot let a client dictate the terms of pricing, and threaten us in this manner . We take reviews very seriously, but they can also be used as a tool for people to leverage what can be very unfair expectations. We would prefer to avoid bad reviews, but that doesn't mean we will give carte blanche to someone who is unreasonable and wants a job done for next to nothing.We offered to return or to give her a reasonable credit, but we are not willing to refund $300, that is outrageous and does not fall within the guidelines of reasonable expectations.
As general manager of our company, I placed a call to the client on 11/3/15, and did my best to be diplomatic.  She replied that she had no time to talk to me, and that if $300 was not credited to her account the same day that she did not want to waste her time . I told her that we could not do so and that was the last contact we had with her prior to this complaint .
I was prepared to offer her $100, as this would provide some form of closure and we would just move one. We are not carpenters and we made clear to her from the initial visit that she would have aesthetic issues.  At the end of the day we feel that we are being blackmailed into giving her a ridiculous refund because she feels it should have been done at a lower price. 
Our locksmith has been installing these types of locks for 35 years . There is a reason that we tell people to have them installed as a new installation instead of in place of certain types of locks that were previously installed.
Our offer still stands. 
Feel free to reply with any questions.
Thank you,
Robert C[redacted]
Alliance Locksmiths

Complaint: [redacted]
I am rejecting this response because:
The business did not make a good faith effort to resolve the problem.  They told me that they would fix the problem and then 3 days later called me to say it was "against company policy" to send a new tech out to fix it and that they could only offer to send the same man who had messed up the job in the first place.  I told them that the solution was unacceptable because I did not trust the man and did not want him in my apartment. At that point the only acceptable solution was a refund.  The $50 refund they offered was less than 10% of the price that I paid for the installation ($600) -- completely unacceptable since the job was done so poorly that it had to be redone.
Sincerely,
[redacted]

Hello Revdex.com staffRegarding the complaint from the client [redacted], there are a few important details that she left out.Firstly, if she feels that the price was too high, she could have simply opted not to hire us. She was under no pressure to have us complete the work, and we did not charge a customary...

trip fee (service call) so it would not have costed her one cent to decline the work. Our tech looked at the door upon arrival to her apartment, and indicated that he could return after picking up the locks from our local supplier . We gave her the prices up front, which were agreeable, and she consented to have the work done. Finding a lock on [redacted] does not cover the essential details, as there are still many pieces of information that a locksmith needs to determine, including use of bolt or latch, backset of lock, finish, strike plate, etc. Prior to the installation,our locksmith specifically told the client that it would be better to install the locks with new holes, than to install them in place of the existing locks, which use a different template . The client responded that it would not be an issue, as they were doing a renovation . After the work was complete, the client ended up touching up the door either herself or with someone else. She sent us photos of what was done, but this was after she had elected to get involved in changing the look of the holes on the door. The client called our office (after working on the appearance of the locks) to express her displeasure with the outcome.  Our manager offered to have our locksmith return, which we are always willing to do in good faith . She flatly refused . Our manager then discussed the possibility of giving her a nominal credit, but she wanted what our manager felt was too much money in return. She then told the manager that unless we complied with her demand for  a $300 refund, that she would immediately post a negative review of our company and would dispute the charge with [redacted].  We see that as a form of blackmail . We cannot let a client dictate the terms of pricing, and threaten us in this manner . We take reviews very seriously, but they can also be used as a tool for people to leverage what can be very unfair expectations. We would prefer to avoid bad reviews, but that doesn't mean we will give carte blanche to someone who is unreasonable and wants a job done for next to nothing.We offered to return or to give her a reasonable credit, but we are not willing to refund $300, that is outrageous and does not fall within the guidelines of reasonable expectations.As general manager of our company, I placed a call to the client on 11/3/15, and did my best to be diplomatic.  She replied that she had no time to talk to me, and that if $300 was not credited to her account the same day that she did not want to waste her time . I told her that we could not do so and that was the last contact we had with her prior to this complaint .I was prepared to offer her $100, as this would provide some form of closure and we would just move one. We are not carpenters and we made clear to her from the initial visit that she would have aesthetic issues.  At the end of the day we feel that we are being blackmailed into giving her a ridiculous refund because she feels it should have been done at a lower price. Our locksmith has been installing these types of locks for 35 years . There is a reason that we tell people to have them installed as a new installation instead of in place of certain types of locks that were previously installed.Our offer still stands. Feel free to reply with any questions.Thank you,Robert C[redacted]Alliance Locksmiths

Complaint: [redacted]
I am rejecting this response because:The business did not make a good faith effort to resolve the problem.  They told me that they would fix the problem and then 3 days later called me to say it was "against company policy" to send a new tech out to fix it and that they could only offer to send the same man who had messed up the job in the first place.  I told them that the solution was unacceptable because I did not trust the man and did not want him in my apartment. At that point the only acceptable solution was a refund.  The $50 refund they offered was less than 10% of the price that I paid for the installation ($600) -- completely unacceptable since the job was done so poorly that it had to be redone.
Sincerely,
[redacted]

Review: I used this company to have two new locks installed on the front and back doors to my apartment. The man who came to my apartment to do the estimate said that they would charge $860 for the purchase and installation of two keyless locks. The locks themselves retailed for only $118.15 each on [redacted], which means that approximately $600 of that fee was for the installation. The estimate was very high but the company had been in business a long time, and I trusted that they would do a good job.

When the man returned the next day to install the locks, he didn't bring the proper materials and the job he did was a complete mess. He used rusty old screws to install the locks, and filled in the holes in the doors from the old locks by stuffing cardboard into them and then putting rubbery caulking on top. When I pointed out to him that he needed to cover the holes with a metal plate or use wood filler (which you can sand and paint), he said not to worry and that it would look fine when it dried. Of course, it didn't. It looked ridiculous, and I had to have it redone.

When I called the company to ask that they fix the job or refund me part of the installation fee, they said they would fix the job but only if I would permit the same workman to come to the apartment who had done such a poor job the first time. They also offered to refund a nominal amount of the fee. I told them that both options were unacceptable.Desired Settlement: I asked the company for a refund of $300, which was half of the installation fee.

Business

Response:

Hello Revdex.com staff