Bravo Lock and Safe Co. Inc.

Tell                                                                              November 8, 2017 RE:    [redacted] I received your response today referencing the response from Mrs. [redacted] in reference to her Complaint ID [redacted]. I would like to reiterate to you with a response of my position concerning this matter. First and foremost, I would like to state that everything I previous stated and again will state is absolutely true. When I received the initial call from the husband, Mr. [redacted], we discussed the type of deadbolts that had a key on both side of the door. They are called double sided deadbolts and they are almost twice as much as a regular single sided deadbolt. I personally spoke to him and the price I quoted to him was $310 for providing and installing 3 high quality security deadbolts. I definitely remember quoting him only for the 3 deadbolts. I definitely would not have included any re-keying for his existing bottom knobs locks sight unseen, because there is no way I would know what type of knobs he currently has on the doors. I never quote rekeying locks without seeing them first. Mr. [redacted] then waited approximately 2 weeks and decided to contact my office. When Mr. [redacted] talked to the dispatcher, he stated that he had already been given a quote for $310 for the job to be completed.  The dispatcher added re-keying the bottom locks to this job unaware that Mr. [redacted] had already received the quote from me for providing and installing the 3 high quality security deadbolts only. The re-keying of the locks was something he personally did not talk to me about. I certainly would have completed this task if the locks were compatible, however, the current locks in their house are made with a different keyway and therefore, could not be re-keyed the same. They did not inquire about having the bottom locks replaced at any time. I am aware of the e-mail that was sent out. It was a clerical error. That is what Mrs. [redacted] is trying to use to get free parts and labor. They got their money worth. As far as me “damaging a door” that I was not even working on; this did not happen. I honestly don’t understand how Mrs. [redacted] thinks I damaged a door that I only walked through but did not touch at all. Their mother was present, playing “soccer” in the living room with her grandson. They were literally kicking a rubber ball back and forth off the walls and doors while I was doing my work. I don’t honestly understand how Mrs. [redacted] doesn’t see what this could have to do with the situation at hand. I am not blaming anyone, just stating the fact that the door could have gotten damaged in some other way; not from me walking through it. I have been in business for 19 years and this is the first complaint I have received. I am sorry Mrs. [redacted] feels like they paid for some work and only received half the work completed in their eyes. Again, if the locks were compatible, I would certainly have re-keyed them on site for an additional charge. I worked hard completing this job. I had to re-drill the door and frame which did not have the correct holes or aligned properly and installed heavy duty strike plates for the best fit. I stand behind my work 100%. I would also like to state that the person Mrs. [redacted] looked up and referred to as having a criminal history is not myself. I am much older than that person and in my line of business, it's a requirement for my company that we all have to take background checks on a regular basis to meet my clients’ requirements, and of course we have clearances with our clean backgrounds. We are licensed and bonded. If Mrs. [redacted] continues to pursue this situation stating wrong identity, she will be held liable and I will have no other choice than to contact my lawyer and sue her for defamation of character.  If you need additional information, please do not hesitate to contact me at [redacted] I look forward to hearing your response on the above subject matter. Sincerely, [redacted]
[redacted]
[redacted]

Attached is my response to the [redacted]'s complaint.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear...

below.
Everything that was stated was untrue, and we are very surprised as to how calm Mr. [redacted] is acting after the fact. During all conversations had between ourselves and the owner he was very rude and had a very demeaning attitude. He did not want to hear anything we had to say. I don’t see what my child playing with his grandmother had to do with this situation. Again it is as if Mr. [redacted] is trying to push blame on someone else for his clear mistakes. We definitely are not satisfied with this response and still have the same feelings toward this situation, business and owner. As far as Bravo Lock and Safe never having complaints listed previously that is very surprising. We don’t understand how Mr. [redacted] has been in business for 19 years with a criminal history. With the situation the way it is we do not feel content with his response, nor do we feel we can trust Mr. [redacted] will not retaliate for this situation. The threatening manner in which Mr. [redacted] was speaking to both my spouse and myself was frightening. I have never been spoken to this way by any business my entire life. We do not even feel comfortable still having the locks that were installed by Mr. [redacted] after seeing his criminal background. We would like to further understand how someone with such criminal history may be permitted to be a locksmith and have access to peoples homes. We clearly were provided correspondence via email from his assistant/ secretary. How would his assistant relay the information to Mr. [redacted] for installation of the deadbolts but not the bottom locks? It was clear as day on the email his assistant ([redacted]) was speaking as a representative for his company and was agreeing to the said service. For this to be taken back after the fact is ludicrous. We paid for a service that was not completed. The receipt we were provided was minimal just stating 3 deadbolts( with no detail) were installed for $310. We didn’t even know what brand or kind of locks were installed until we checked for ourselves. No detail was listed on this receipt and this was provided written at the time of service. The miscommunication between Mr. [redacted] and his assistant has nothing to do with the business between us and Bravo Safe and Lock Co. Due to his assistants mistake Bravo Safe and Lock Co. should be made to refund the money that was for the work that was promised and never delivered upon. Mr. [redacted] is taking no ownership or accountability for this regretful situation. We would NEVER recommend this company to ANYONE, and are not satisfied with this response. Please advise how we must proceed with this formal complaint. It is very obvious Mr. [redacted] doesn’t feel he or his company has done anything wrong, and will not resolve this issue willingly. He stated to us numerous times we were trying to get something for free ( which we are definitely not we have always been honest people who pay all of our obligations and debts). He has also stated he would do a rekey  out of “charity” but would never replace, install or remove anything for us or step foot in our home ever again.  We have never stated or come close to hinting that we wanted any “charity”, we just want the service we paid for and justice. 
Regards,
[redacted]