Jeff's Locksmith

Even answered phone on a Sunday and tried to talk me into trying to get my safe open, which failed, although I was in no rush. Came early Monday and was very pleasant getting a tricky safe to open noting a broken number dial which he replaced for free as he had a used one in truck Very professional and would certainly use service again

Review: They knowingly fixed a part on my car that they knew wasnt broke.

I took my car to Jeff's Locksmith on July 26, 2013 for an ignition problem. I thought maybe that the ignition cylinder needed to be replaced as it had to be before when it was having the same issue. When I got there one of the men came out and looked at the ignition and said that getting a new key made might fix the problem. I thought great, that will save some money. I had a key made and it didn't fix the problem. Then he said that the ignition cylinder felt loose and does actually need to be replaced. So I agreed. I have to have my car. They needed to order the part and asked me to come back on Monday. I returned on Monday July 29, 2013 to get my car fixed. When I got there, the part hadn't been ordered and they didnt even remember me coming in on Friday. They said to leave the car and it would be fixed by end of day. When I went back to pick up my car they informed me that they replaced the part even though they knew that wasnt the problem. That it was actually the wiring behind the cylinder. When I questioned them about why they would fix it if it wasnt the problem, they said I told them to. Huh? I said I thought it might have been the problem and took their word on it when they confirmed that was the problem. One of the men stated that he knew it wasnt the problem and replaced it anyways. Then two of the men started yelling at me and getting very close to my personal space. I felt scared and intimidated. They then yelled very loudly to just pay the bill and get out of their shop. I didnt have any other choice. I paid and left with a car that still has the same problem before I paid them my money. I feel not only were the very unprofessional but they were also quite threatening.Desired Settlement: I feel that I am entitled to a refund because they replaced a part on my car that they knew wasnt broken or the cause of my problem. They told me I needed it fixed and afterwards they changed their mind and said it wasn't the problem. I trusted them to fix my car and feel I was scammed out of money.

Business

Response:

Business' Initial Response

The customer came to the shop with her boyfriend/husband. First issue being the vehicle theft system went off intermitantly disabling start for 10 min. and requested the ignition cylinder be changed. The second issue was the key had to be jiggled to work, it could be removed from the ignition switch when in "on" position and it was difficult and didn't work in all locks.

The client was informed the starting issue may be a problem with wiring or the computer and may be best to go to a mechanic or the dealer. The customer responded repeatadly that she "Had it fixed a year ago and it worked the last time. I know it will work!"

Told her to go back to that guy and responded she couldn't afford to pay them again.

The key that they were using was extremely worn and barely working, suggested a code cut key would make the keys work all the locks much better and they did. In no way was it implied the new key would "fix" the ignition. The key was cut Friday and worked every lock in the car smoothly to the customers satisfaction and informed ignition parts could not be ordered until Monday morning.

The following Monday it was reported the customer was upset the part was not there in the morning! It was ordered and picked up by 11AM.

The customers ignition was removed and found to be worn out and missing parts from a previous shoddy repair. A new ignition was installed and the car worked properly starting more than 10 times in a row then started trouble free and driven away by the customer.

It was noted the plug on the back side of the housing the ignition cartridge fits into was worn and may be a contributing factor for a security system failure. This housing is attached to the vehicles wiring loom and this type of electrical work cannot be done by a locksmith but it is our duty to inform the customer of our findings when there are other issues.

When the customer came in to pick up her car she was accompanied by another person. Our staff tried to tell the client about the electrical plug possibly being an underlying issue. The person with the client immediatly began bickering at the staff.

The customer and the other person quickly became upset, yelling claiming we installed a needless part. This is not true.

The previouse remedy was a new ignition but without the new plug on the back there could be no guarantee it wouldn't work free.

The client was informed before any work was done this may not solve all her car issues and she insisted wanting the ignition installed knowing "it will fix it again like the last time."

We are here to help and in no way would we install a part that is not required to repair a problem. It was agreed prior to any work being done the ignition cylinder was worn out and needed replacement however it may not be why there was intermittant anti theft timeouts.

As a courtesy we investigate and inform our customers of our findings to provide a better experience and avoid misunderstandings.

In this case new ignition parts were necessary being the old parts were prone to failure. The parts were returned to the customer and any forensic locksmith will verify they are worn beyond parameters for reliable use. The Department of Automotive Repair will verify auto electical work requires licensing not held by a locksmith.

I will not refund labor but will reinstall her old ignition and return the money for parts upon removal and return of the new ignition.

She will, however, be more apt to not drive the car due to difficulties such as when she brought the car in.

Since this incident the client has posted a number of negative and untrue publishings attempting to deface our company. This is not a reasonable way to resolve any issue, instead listen to reason and in this case understand an old car can have multiple issues.

Example: purchasing a new set of tires does not solve an alignment problem and may only be a remedy. Most tire shops sell tires and you would need to take the car to an alignment shop or mechanic to finish the job if you want it done right.

Consumer's Final Response

I can't open the site to reply to the response so I will do it here. I hope thats ok. At this point I'm going to drop the complaint. [redacted] from Jeff's Locksmith is now threatening to take me to court and pay lawyers fee and a fine. He stated on my Yelp review, "Remove your bad reviews or we will see you in court. You will more than likely loose and it will cost you a healthy sum for slander plus my attorneys fees". While I feel I could prevail in court because what I have stated is true, I do not have the time or resources to hire a lawyer and deal with a court issue.They say that I lied because I contradicted myself in my statements about the issue I was having. I did not. When I said this car had this issue before, it was with the previous owners 6 or 7 years ago (not me) and this was their remedy. Since the car didn't have this issue again until recently, I assumed this was the same problem. Which is why I took it to a locksmith.This is what I told them and they then confirmed, then denied this was the problem. And is now confirming again this was the problem. At this point there isn't going to be a resolution so it pointless to go any further with this complaint. I cant afford a lawsuit even though I feel I'm in the right. As they claim I have, they have told the Revdex.com a different version f what happened. I would like to thank you for your help in this process.

Business' Final Response

Greetings,

Frankly the initial description of the incident I submitted was accurate and have little to add.

We are not unreasonable with our offer, the clients cost amounted to $125 in parts and $45 in labor, minimal for the work done and additionally a suspected electrical problem located for free.

For $170.00 the customer got removal of her old ignition, a new ignition, her new ignition keyed to current key, new ignition installed, and our opinion of a root cause of her's vehicle electrical issue. Even though our opinion made her angry, we provided the service requested at the price we quoted and the worn parts returned.

There was and still is no reference to indicate the vehicle is disabled and therefor obviously still in use indicating our craftsmanship and intentions are sound and honorable.

I am sorry the customer was unsatisfied and sad to see that in the latest response it is insinuated we would do something incorrectly to any clients property intentionally.

Further am concerned regarding malicious postings on the internet and their continued publishings directed at my company containing false and negative statements from the customer.

My initial offer stands with the inclusin for resolution the publishings on the internet of false claims are to cease and disist, further be removed.

If the customer wishes someone else to remove the new ignition and replace it with the old one they would be responsible for the condition of the part further the customer may incur a higher cost, in my opinion my offer is more than reasonable.

We do not wish to have unhappy customers.

Thank you