La Jolla Lock and Safe

[redacted] and [redacted], my contacts at the HOA, approved the verbal estimate we gave for rekeying the common area doors and replacing the garage door.  The door was ordered with a 2 - 3 week lead time.  We rekeyed all the common area locks except the garage, waiting on the door.  21 days...

later [redacted] put a hold on the door job because I didn’t provide a written estimate and she wanted additional estimates.  It was too late, the door was ours.  On 3/31, 4/01 and 4/02 [redacted] called and emailed asking to pick up the lock for the garage door for her door guy.  I wasn’t real responsive because I was now stuck with a door.  Eventually [redacted] and I agreed that she would pay only the cost (no mark up) for the door and I would put together a lock for her to pick up.    I then realized it was a no win situation for me.  I emailed her back telling her don’t worry about the door, I will work it out with our door company and that the lock was ready for her to pick up.  She then changed her tune and asked that we install the lock on the garage.  We said no because the door wasn’t replaced and brought up to code (why we gave pricing to replace the door) and I was confident that we wouldn’t get paid.  Her position was that we had to complete the job that we verbally agreed to.   She requested again that we install the lock.  Again I said that we would not install the lock, and that she could pick up the lock at our shop.  It was $380.  Her response was that she wasn’t going to pay $380 for a $50 part (email attached) and filed with Revdex.com.  Note that they already paid for the work we completed. I find it ironic that [redacted] cancelled the door part of the job because we didn’t provide a written estimate, but demanded I complete the lock part because I verbally agreed to it. In direct response to [redacted]’s Statement of the Problem:
· We refused to install a lock on the garage door because our door company said it needs to be replaced.
· Written estimates were not requested when we met with our contacts
· They did not pay $1300 for 3 cylinders and 18 keys. They paid $986.80 for 3 cylinders, 1 lever lock and 24 keys. The invoice was for work completed is attached.
· They did not quickly put a hold on the door. The approval was given 2/20. [redacted] called requesting a hold 21 days after the verbal approval.
· We did not quote $2000 for a "basic metal door". The quote was for a fire rated, nonstandard size metal door, new hinges, surface closer, rain guard, door sweep and latch guard.
· The warranty info was given. [redacted] requested that I provide 2 estimates, one for the door, one for the rekey and to include warranty information. I’ve attached copies.
 
· As for the $600 and am delivery…..we agreed that she would pay $650 (my cost only) for the door and I would have it at our shop for pickup at 9:00am the next day. The next morning she emailed saying $600 and that it included delivery by 10:00. AND the door had to fit perfectly. So I responded in email don't worry about the door, I would take care of it with my door guy.(Check copy attached)
· I never told her, or hinted, that I had the door physically at our shop. We are a lock shop, not a door company. We use a door company. They knew we were using a door company. There is no reason that I would store a door at our shop.
· I cannot address the overcharge of $800 because [redacted] didn't provide the specifics. However I did attach a copy of the invoice for the work completed itemized out.
· The locks are a high security key system that provides key control. Yes keys have to be bought in our shop and cylinder maintenance has to be done by us. That was the key system they (our original contacts) requested and we provided. I don't see an issue with them coming in and getting additional keys or servicing the cylinders onsite. They've already came in and bought additional keys with no problem.
· I would have had no problem with them using their own reputable door company, if they would've done that on 2/20 and not 21 days later.
  In response to [redacted]’s Desired Settlement: It is our position that we do not owe a refund to [redacted].  She wants to return the hardware/keys because we won’t install the last lock on the garage door.    Our door company said that the door needs to be brought up to code prior to installing new hardware.  And to be brought up to code it needs to be replaced.    She has another option, she can have a handyman or her door company install the lock.  When that was suggested she said that she didn’t want to pay them.  There is also the issue that she doesn’t want to pay us for the last lock.  The part of the job we did complete was done correctly and as requested.  If we had finish the job as originally requested then the rest of the job would’ve been done correctly also.   It was [redacted] who stopped the job half way through and [redacted] who decided not to replace the door.  It was not me or my company.     As for servicing the building, I never said I wouldn’t service it.  We are more than happy to service the hardware.  Like any customer of ours she just needs to call us, we’ll schedule and do the work, and she can pay us when done.     Attachments:  Invoice, Estimates (2), Email, Check copy.