On every call we charge service call and labor, the labor fee was $162, service call was $and Tax was $ we usually tell the customer over the phone there is a service call charge of $ because of the miss understanding we will refund the service call fee of $ please ask the tenant to call our office with the invoice number and the credit card she paid with so we can process the refund thank you
After reviewing the customer complaint, I checked the call recording to hear the conversation between the customer and the dispatch.the dispatch didn't quote a flat price of $labor and $35-service call like the customer claimthe dispatch quoted the customer labor starts at $ depending on the lock plus service call of $the total charge was $for the lockout service and $service call plus taxalso, I checked with the technician, and all prices was given to the customer before any job was donebecause of the misunderstanding I wiil issue a $refund to the customer
Our dispatch team can only give an approximate estimate of the cost for the task, based on explanation of the situation given by a customer on phone.
"">When we give a quote over the phone, we always mention that this is the minimum estimate for the respective jobThe final cost can vary, It depend on the security level of the lock-system plus labor charges.
We never give fixed price for a job over the phone because we can't know what locks are gonna be used and how long the job will takein addition, the technician told the customer all prices before job was done, and the customer approved the job and the pricewe are very sorry for the misunderstandingsincerely
***
I agree with the "F" rating this company received, and perhaps even lower First of all, the price quoted is not the actual price as listed in the advertising on the internet The service call was $and there was no 10% discountI had to have a door lock replaced because I could not find the key for it(I also had other locks rekeyed.) I was told that the whole door *** needed to be replaced since I had no key at a charge of $+ taxApproximately, days later I had trouble again with one of my locks (not one they replaced but one that had been rekeyed) and was told that the lock was broken and that I could have the doorknob replaced for another $ I chose not to have it done When I told the technician that the lock was less than years old, I was informed that some locks are just made cheaply (kwikset) and that could happen I was charged $for the house callWhen I questioned why another lock with the same problem occurring one day after the rekeying was done at no charge (they had rekeyed both locks), he reiterated that he could try to fix it at a cost of $ I unfortunately did not check all the doors carefully to see that the keys worked properly and paid a very high price for my mistake However, I feel that I was overcharged since that door had not been used since the rekeying days earlier and it was part of their job to do the work correctly
Initial Business Response /* (1000, 5, 2014/02/04) */
On January 21st, we received a call form the customer to open a locked car.
The costumer got a quote over the phone of $29 service call plus additional labor to open the car depending on the vehicle and the lock system.
A technician...
arrived to site 35 min after the call.
He charged the customer $29 service plus $169, which was the afterhour's labor rate to open that specific car(automatic lock system).
The price was given to the costumer before the technician opened the car, the costumer agreed to the price and sign on the receipt.
On our website there is a 10% coupon for new costumers.
We will honor the coupon and will refund the costumer 10% off of the total.
On every call we charge service call and labor, the labor fee was $162, service call was $29 and Tax was $7.
we usually tell the customer over the phone there is a service call charge of $29.
because of the miss understanding we will refund the service call fee of $29.
please...
ask the tenant to call our office with the invoice number and the credit card she paid with so we can process the refund.
thank you.
Complaint: [redacted]
I am rejecting this response because: I totally disagree with what the company just said. I called 3 companies that day and each gave me a minimum estimate and a maximum estimate. I chose to go with this company because their estimated maximum was lower than the other companies. Upon arriving to my home and opening the locks and exposing everything, only then did the serviceman raise the cost, leaving me with no choice other than to pay to have them finish the job. Ultimately, my main concern is to keep future customers from being taken advantage of in this manner.
Sincerely,
[redacted]
After reviewing the customer complaint, I checked the call recording to hear the conversation between the customer and the dispatch.the dispatch didn't quote a flat price of $60 labor and $35-70 service call like the customer claim. the dispatch quoted the customer labor starts at $65...
depending on the lock plus service call of $30.
the total charge was $120 for the lockout service and $30 service call plus tax.
also, I checked with the technician, and all prices was given to the customer before any job was done.
because of the misunderstanding I wiil issue a $50 refund to the customer.
Initial Business Response /* (1000, 12, 2014/05/29) */
If you can please provide more information about the job, address and invoice number.
Initial Consumer Rebuttal /* (3000, 14, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The...
address is in [redacted] condo complex in [redacted]. I woulld rather not put personal information such as address here in this response.
On every call we charge service call and labor, the labor fee was $162, service call was $and Tax was $ we usually tell the customer over the phone there is a service call charge of $ because of the miss understanding we will refund the service call fee of $ please ask the tenant to call our office with the invoice number and the credit card she paid with so we can process the refund thank you
After reviewing the customer complaint, I checked the call recording to hear the conversation between the customer and the dispatch.the dispatch didn't quote a flat price of $labor and $35-service call like the customer claimthe dispatch quoted the customer labor starts at $ depending on the lock plus service call of $the total charge was $for the lockout service and $service call plus taxalso, I checked with the technician, and all prices was given to the customer before any job was donebecause of the misunderstanding I wiil issue a $refund to the customer
Our dispatch team can only give an approximate estimate of the cost for the task, based on explanation of the situation given by a customer on phone.
"">When we give a quote over the phone, we always mention that this is the minimum estimate for the respective jobThe final cost can vary, It depend on the security level of the lock-system plus labor charges.
We never give fixed price for a job over the phone because we can't know what locks are gonna be used and how long the job will takein addition, the technician told the customer all prices before job was done, and the customer approved the job and the pricewe are very sorry for the misunderstandingsincerely
***
I agree with the "F" rating this company received, and perhaps even lower First of all, the price quoted is not the actual price as listed in the advertising on the internet The service call was $and there was no 10% discountI had to have a door lock replaced because I could not find the key for it(I also had other locks rekeyed.) I was told that the whole door *** needed to be replaced since I had no key at a charge of $+ taxApproximately, days later I had trouble again with one of my locks (not one they replaced but one that had been rekeyed) and was told that the lock was broken and that I could have the doorknob replaced for another $ I chose not to have it done When I told the technician that the lock was less than years old, I was informed that some locks are just made cheaply (kwikset) and that could happen I was charged $for the house callWhen I questioned why another lock with the same problem occurring one day after the rekeying was done at no charge (they had rekeyed both locks), he reiterated that he could try to fix it at a cost of $ I unfortunately did not check all the doors carefully to see that the keys worked properly and paid a very high price for my mistake However, I feel that I was overcharged since that door had not been used since the rekeying days earlier and it was part of their job to do the work correctly
Initial Business Response /* (1000, 5, 2014/02/04) */
On January 21st, we received a call form the customer to open a locked car.
The costumer got a quote over the phone of $29 service call plus additional labor to open the car depending on the vehicle and the lock system.
A technician...
arrived to site 35 min after the call.
He charged the customer $29 service plus $169, which was the afterhour's labor rate to open that specific car(automatic lock system).
The price was given to the costumer before the technician opened the car, the costumer agreed to the price and sign on the receipt.
On our website there is a 10% coupon for new costumers.
We will honor the coupon and will refund the costumer 10% off of the total.
On every call we charge service call and labor, the labor fee was $162, service call was $29 and Tax was $7.
we usually tell the customer over the phone there is a service call charge of $29.
because of the miss understanding we will refund the service call fee of $29.
please...
ask the tenant to call our office with the invoice number and the credit card she paid with so we can process the refund.
thank you.
Complaint: [redacted]
I am rejecting this response because: I totally disagree with what the company just said. I called 3 companies that day and each gave me a minimum estimate and a maximum estimate. I chose to go with this company because their estimated maximum was lower than the other companies. Upon arriving to my home and opening the locks and exposing everything, only then did the serviceman raise the cost, leaving me with no choice other than to pay to have them finish the job. Ultimately, my main concern is to keep future customers from being taken advantage of in this manner.
Sincerely,
[redacted]
After reviewing the customer complaint, I checked the call recording to hear the conversation between the customer and the dispatch.the dispatch didn't quote a flat price of $60 labor and $35-70 service call like the customer claim. the dispatch quoted the customer labor starts at $65...
depending on the lock plus service call of $30.
the total charge was $120 for the lockout service and $30 service call plus tax.
also, I checked with the technician, and all prices was given to the customer before any job was done.
because of the misunderstanding I wiil issue a $50 refund to the customer.
Initial Business Response /* (1000, 12, 2014/05/29) */
If you can please provide more information about the job, address and invoice number.
Initial Consumer Rebuttal /* (3000, 14, 2014/06/03) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The...
address is in [redacted] condo complex in [redacted]. I woulld rather not put personal information such as address here in this response.