Hello Revdex.com staff Regarding the complaint from the client ***, there are a few important details that she left outFirstly, if she feels that the price was too high, she could have simply opted not to hire usShe 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 workOur 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 doneFinding 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 elseShe 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 returnShe then told the manager that unless we complied with her demand for a $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 expectationsWe 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 expectationsAs 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 $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 oneWe 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 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 installedOur offer still stands Feel free to reply with any questionsThank 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] ***
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 ***, 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 usShe 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 workOur 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 doneFinding 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, etcPrior 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 elseShe 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 doorThe 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 returnShe then told the manager that unless we complied with her demand for a $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 expectationsWe 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 $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 oneWe 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 priceOur locksmith has been installing these types of locks for 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 standsFeel free to reply with any questions.Thank you,Robert C [redacted] Alliance Locksmiths
Hello Revdex.com staff Regarding the complaint from the client ***, there are a few important details that she left outFirstly, if she feels that the price was too high, she could have simply opted not to hire usShe 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 workOur 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 doneFinding 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 elseShe 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 returnShe then told the manager that unless we complied with her demand for a $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 expectationsWe 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 expectationsAs 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 $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 oneWe 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 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 installedOur offer still stands Feel free to reply with any questionsThank 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] ***
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 ***, 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 usShe 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 workOur 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 doneFinding 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, etcPrior 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 elseShe 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 doorThe 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 returnShe then told the manager that unless we complied with her demand for a $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 expectationsWe 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 $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 oneWe 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 priceOur locksmith has been installing these types of locks for 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 standsFeel free to reply with any questions.Thank you,Robert C [redacted] Alliance Locksmiths