Amerikey, Inc.

Review: I REQUESTED SERVICES FROM AMERIKEY TO UNLOCK MY DOOR. THE TECHNICIAN DID NOT INSTALL LOCK PROPERLY AND AFTER MULTIPLE ATTEMPTS OF CALLING THE TECHNICIAN WILL NOT GET BACK TO ME TO FIX THE LOCK THAT WAS NOT PROPERLY INSTALLED. THE KEY LOCK WILL NOT TURN LEFT OR RIGHT. LOCK IS JAMMED.

THE TECHNICIAN ALSO HANDED ME A FAKE RECEIPT FROM A DIFFERENT LOCKSMITH.

COMPANY ADVERTISES A 90-DAY WARRANTY HOWEVER AFTER EXPLAINING THE ISSUE THERE HAS BEEN NO ATTEMPT FROM THE COMPANY TO REOLVE THE PROBLEM.Desired Settlement: REFUND OR PROPER INSTALLEMENT

Business

Response:

The complainant called us because she locked her keys in her home. The subcontracted technician came out to help the customer in their home. In order to open the lock properly without any damage to the door, door frame and locking mechanism, the technician had to drill out the cylinder from the door and replace it with a new one.The technician did just that. He drilled out the complainant's old cylinder and installed a new one on the door and provided the complainant with 2 keys. The complainant was able to unlock and lock the door with the keys that were provided along with the cylinder replacement. The complainant then made copies of the key at a local hardware store and those keys won't work. But the complainant somehow got into the house with the new key that day, but hasn't been able to get the lock to work properly ever since.The complainant called us with the complaint and we dispatched the technician who came back out to inspect the issue. After inspecting the lock and hearing the the event that occurred after he replaced the cylinder, H=he explained to the complainant that this is an issue with her mechanism and not the cylinder and if he were to replace the cylinder again, it would still not work properly. The complainant refused to believe that and declined the service for replacement of the mechanism.The complainant called back informing us that the lock is still not working. A manager spoke with her and her boyfriend explaining that the issue is not the cylinder but the locking mechanism and that we are willing to replace it for them and at a discount as a courtesy because they would be considered a "returning customer". They declined the service and stated that they thought we should do it for free. We disagreed because the technician did his job and, to the best of our knowledge, the issue was with the mechanism and only started to occur after they opened the door with a key that was not cut properly and didn't fit the pin structure of that cylinder which, in our professional opinion, is the reason for the issue with the mechanism.In summation, we provided the service, we got the customer into their home and provided them with 2 keys that, according to the customer, worked perfectly, we sent the technician back to job site in order to provide the our client with the customer service one would come to expect and inspected the issue they were having, and we offered a resolution to the problem.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The business is making false statements about the mechanism of the door. There is still no answer to why I received a FAKE receipt for the service I paid in full. Also, I was guaranteed a satisfactory service with a 90-day warranty for the lock and that was not provided. The lock that the technician installed is not installed properly. Please refer to picture attached. There's a huge gap between the face of the lock and the actual door. I contacted the company the NEXT DAY informing them of the problem and have made several complaints. I refused any other services from this company because I was given a fake document and they also provided a unsatisfactory service. I DON'T TRUST ANYTHING THEY CLAIM. The lock worked properly until AMERIKEY installed a new lock. I was more than happy to pay for the service I requested however the lock doesn't work and I'd like to reach a resolution since I've paid for the service.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: On Saturday, October [redacted] 2015 around 8:30pm I was locked out of my apartment and I called Amerikey to come provide service to get me back into my apartment. They stated it would be $35.00 total to get me back in. They arrived around 9:00pm which I have a deadbolt and door [redacted] lock on my apartment door. He drilled a whole in the deadbolt, the locked opened, then he took a piece of metal in the door and unlocked the door. This took all of 1 minute and I was charged $ 168.75. I was furious but would could I do but pay the man.

On Sunday, October [redacted] 2015 around 1:00pm a representative called me asking me about the service, I began to state that I was priced too much from what was originally told to me and I was not happy or pleased. The representative began to argue with me and repeatedly kept asking me the question about the service. I stated that I told him how I felt which was I felt like I was scammed because me not being aware of how prices go regarding locks because I never been locked out before. I stated also that I felt like I was victim because I had to get into my apartment and that is played upon when people are in helpless situations. He became irritated and told me very angrily " [redacted]" and hung up in my ear. I called back and spoke to another representative and he tried to apologize about the behavior of the other person and attempted to offer me some discount on services. I stated I didnt need a discount I would like to get a reduction on my fee I paid. He didnt adhere to that, so I proceeded to end the call.4Desired Settlement: I would like to have my bill adjusted accordingly to a price that pertains to reasonable dollar amount for the service that was provided. I paid close to $170.00 to have him drill a hole and unlock my door. In addition I have to buy a whole new cylinder lock which is going cost me another $50-60 and then have it installed. That $168.00 is totally outrageous and it wasnt a complicated situation at all with my locks being opened for under 1 minute. I feel so disrespected by the billing price and the representative who was rude and unprofessional towards me 12 hours latter after feeling like I was over-priced.

Consumer

Response:

At this time, I have not been contacted by Amerikey, Inc. regarding complaint ID [redacted].Sincerely,[redacted]

First of all let me tell you this, I do not like to waste my time with reviews. HOWEVER, this experience was so very good and also I was asked by the very sweet customer service rep to leave a review of my experience -good or bad. And she was a doll, though I forgot her name so I feel twice as obligated.

So to the nice rep -thank you for staying calm while I was freaking out. That was huge for me. As for the guy fixing my sad situation....

So I don't want to go into details about how I left my poor phone in the car and went to get it only to find out I can not find my car keys anywhere!!! I flipped out realizing they are IN THE CAR and now I have no way to call a service. Luckily a lovely girl lady walked by me and noticed my anxiety level and offered her phone, which was a godsend. Anywho literally 30 minutes from when I called them the guy showed up! how nuts is that??! never in my life did I had to use a service of this kind so I had no idea what to expect.

Amazing!! bing bang boom done!

This guy was super nice and kinda cute, but the most important thing -he got my car unlocked and my phone out! surprisingly minimal force was needed.. pretty much none. I was expecting my car to ripped in half lol... No marks on my practically new 2014 WB bug and this was so fast on top of everything else.. guy was such a pro. Considering all of the above, the price was so worth my peace of mind and being able to go about my day... I hope to god(!!) I won't need these services again but if I do they gave me a return customer discount so that's always appreciated.

Well.. yes, I think this was the 'gist' hahahaa... def recommend them

Review: This company came to my grandmother's house to replace a lock on the house ( house is part of an estate) They quoted my husband a fee of 29.00 for a trip charge. When the technician got there, they told my husband that it would cost around 129.00 to drill the lock and to replace it. They did not tell him, nor did he authorize them to put in a lock that was 227.00 and an extra charge of 60.00 for some other service. My husband questioned the charge, and the technician gave him some run around answer as to why our bill was now 477.96. The technician NEVER explained to my husband that the lock would cost 225.00 until the work was already done. My husband would never had authorized a 225.00 lock to be put on the house, nor did he authorize the extra 60.00 charge that was added to the bill as well. This charge is ridiculous, and we should be refunded the 225.00 and the extra 60.00Desired Settlement: I want to be refunded the difference.

Business

Response:

I have reviewed our recorded telephone call records which confirm that the dispatcher explained the charges to the customer, In addition the customer acknowledged over the phone that he saw our prices online which were matched by our dispatchers quote. Further, upon technicians arrival the customer was once again explained the charges verbally and in writing. We have a signed bill confirming customers acknowledgment of all clearly written itemized charges. The customer's name is [redacted]. The complainant's name is [redacted] (not the same person who asked, received and is not complaining about the service) it seems as [redacted] is making false accusations of deceiving business practice without any facts. [redacted] was not on the job site when the job was being performed, [redacted] was not part of the conversation upon calling in to order the service.

After careful review of this complaint, I find no evidence of misrepresentation as the recorded phone call records prove that customer was inquiring on changing the lock, in addition a signed and paid for receipt with all the parts and labor charges clearly itemized.

Manager

Review: I was locked out of my apartment around [redacted] on November*, 2014 and called Amerikey. The lock cylinder was broken and they had to drill through the lock and replace the entire doorknob. I was charged $600 (which is far more than I expected to be charged) and this price included a discount because I was paying in cash. I received a receipt with handwritten itemized billing. There are charges which are possibly reimbursable by my building's management, but the description of services on the bill is illegible and my building won't accept an illegible receipt. I have called & emailed Amerikey at least 10 times over the past two weeks asking for a printed receipt because the description of the charges on the receipt are illegible. Amerikey keeps telling me to call back later, that they will forward my request to a manager, that the manager will call me back, etc. They've taken down my email multiple times and have told me I will receive a printed description of charges in an email later that day, in a half hour, in a couple hours, etc. They also have my phone number, but they won't call me back. I have yet to receive a printed description of charges. I have called so many times and my simple request keeps getting ignored, which makes me suspicious of their business practices. I have an illegible receipt and need something legible to show my building's management. Why can't they send me a printed description of the charges that anyone can read?Desired Settlement: I would like to be sent a printed description of the charges for services rendered on November*, 2014. I would like to be sent this information both via email and via first class mail. I would like to have this information sent to me immediately. Thank you.

Business

Response:

Due to our expansion, we have hired some new people which are still in training. This is not an excuse but a reality which we are dealing with. It is my ultimate goal to provide all Amerikey customers with great service, fast response times and address all their requests. I have contacted the customer immediately after I read his letter to the Revdex.com, I will personally see to it that [redacted] receives the attention he deserves. I am embarrassed with my companies poor customer service performance pertaining to this matter, and will implement a better strategy to prevent this from happening again.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

This is a bait and switch operation.

I called and asked for a quote to replace a [redacted] on a Medeco lock they had installed years ago. It's a different operation now, a dispatcher answers the call and tells people they need to pay $15.00 to get a quote and then the [redacted] starts at $35.00. The locksmith shows up and gives you a quote for $279.00 and if you refuse you owe him $15.00.

I never would have had him come if I had any idea it was so far above $35.00.

They need their dispatchers to have accurate starting prices for different lock types. Giving such a lowball quote to get the guy to you is not good business practice.