Locksmith Connections

First I would thank you for calling locksmith connections and unfortunately it looks as if there was a miscommunication. The dispatcher or sales representatives do not provide a total price only the $15 service charge and to open a residential house the starting price of $35.  The reason being...

the technician needs to assess the job before knowing the total.  He needs to see what type of lock you will be working with and which method best to gain entry into the residence.  We record all calls between the customer and our agents adapter review of this call we did inform you of the $15 service charge and the $35 starting price.  I'm glad that we were able to assist you and gain entry into your residence and I apologize for any confusion.

First I would like to thank you for calling locksmith connections for your emergency locksmith need. Unfortunately it looks as if there was some sort of miscommunication. For the residential lockout service we have a $15 service charge and the price starts at $35 to gain entry into the residence. We...

do not provide any total price or charge over the phone, the reason being the technician needs to assess the job before starting. He needs to consider what type of Lockheed will be working with and which method to actually open the door. After the initial assessment he is able to provide the total price.  We record we record all calls between our customers and dispatch, after review of your call we did inform you of the $15 service charge and the starting price of $35. I understand it only took 30 to 40 seconds to actually unlock the door but we are trying to get you back in as quickly as possible, we are in emergency service and would rather get you back in within 30 to 40 seconds compared to 30 to 40 minutes. Again again I apologize for any confusion or miscommunication but I'm glad that we were able to help you get back into your home.

Thank you for bringing this issue to the attention of Locksmith Connections. understand our subcontractor responded to a service request to fix a front door. The front door was a glass door and had a separate Push Pedal that would activate the existing mechanism within the glass door. He arrived and...

assessed the situation to apart the same push pedal and determined that the Push Pedal will need to be changed. At that point, he informed the customer it would be a total of $362 to replace the push pedal which would solve their problem. He ordered that part, and returned to instal the new Push Pedal. Everything worked property and customer paid in full.Two weeks later Customer called with an issue with the door lock. Our sub-contractor returned to the site, and assessed what the current situation was. He now determined there was an independent issue with the mechanism (Adam's Right Mechanism), which initially he informed the customer that it may need to be replaced as well, and customer declined. At this point it was the customer's mother who was on site with our sub-contractor, and she did consent to the Adam's Right Mechanism replacement. Tech again left to gather some required parts and material. Prior to leaving for parts and material, he informed the mother it would be an additional $260 to resolve this issue. She agreed and the Service was completed. At this point the original customer (son of woman on site) refused to pay anymore, and told our sub-contractor to take everything out.Any additional information that you may need, I would be more than happy to provide. We record all conversations with our customer and between our sub-contractor and customer.Thank you,Rick E[redacted]Manager

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 Complaint: [redacted]
I am rejecting this response because:Date: Mon, Jan 15, 2018 at 3:20 PMSubject: Revdex.com Complaint Follow UpTo: locksmithconnections@[redacted].com, [redacted]@myRevdex.com.orgHi [redacted],Thank you very kindly for your response to the complaint I submitted on 12/4/2017 against Locksmith Connections -- complaint ID [redacted].As you requested, I am emailing locksmithconnections@[redacted].com and have copied in my friend [redacted] (###-###-####).  [redacted] made the call to Locksmith Connections on Friday, November 24, 2017 and met the locksmith who drilled out the lock and charged him $200.We look forward to hearing more from you to resolve this complaint.With best regards,[redacted]

Date: January 6, 2014On December 22, 2014, the client called for locksmith services for a 2004 [redacted] Locksmith Connections sent out a licensed locksmith to the customer. The locksmith started to work on the lock but found himself having challenges. Not giving up, he continued to work on the...

lock for hours trying to help his customer until he realized that there is nothing more he could do. The locksmith explained to the customer that he was unable to finish the service due to specific challenges and suggested going to the dealership.At times, even the most skillful locksmith cannot perform all task. Since our locksmith could not complete this challenging task, we waived the service charge and the customer was not charged at all for the labor. We wished our locksmith would have been able to complete the task, since it is our business; but we are aware that not all services can be handled by a licensed locksmith. This is an unfortunate situation for both parties, who both spent time trying to fix a problem. The disputed amount of 188.11 is not associated with Locksmith Connections. The customer was not charged this amount from this company but from the dealership of [redacted]d.Locksmith Connections,

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 Complaint: [redacted]
I am rejecting this response because:
The Locksmith never quoted me a price, he only told new a total one he opened the car. That's my problem.
Regards,
[redacted]

Previously.I wrote to you addressing your concerns and acknowledging that communication between customers and our supervisor needs reviewed. Our supervisor and dispatch are not withholding needed information, but just need more training for this issue that you present. First, I would like to clarify that we do not charge extra for “afterhours". I was simply restating that you needed a locksmith afterhours from your complex maintenance. We have never said that on the phone, nor with the locksmith on site. We have never charged afterhours for any customers, including yourself, because we work around the clock. Now reading both of your statements, concluded to me that you really just want a response to what a starting price gets you. A starting price of $35, would include a service that would not require tools to open a door, such as a jammed door knob. As stated before, we cannot give quotes over the phone for a locksmith must be at the door to understand the actual service that is needed.Again, I cannot reward you a payment for claiming that you were excessively charge because you were not. The locksmith quoted you a price and you agreed to it. This price was not excessive for this service. If we found that it was, we would reward you, but this is not the cause. Finally, you are not being charged by the time but for the expertise. This is why you feel that you are being excessively charge. Actually, the quicker it took the locksmith to open the door indicates his level of skill and experience. Therefore, the quicker the better. You called for an experience licensed locksmith and not an unlicensed maintenance service. You wanted in your door quickly; we arrived fast and open your door promptly.I am not sure if this response has helped you in any ways to understand our viewpoint. We have honored our word in improving communicating with future customers with similar situations like this. We hope you understanding that we don't like to be called negatively (scheme, fraudulent, not honest, bait-n-switch) and we are committed to improving this image starting with our communication in the office.Best Regards,Avi A[redacted]

9/2/15Thank you for reaching out to us, however, we would have preferred that you would have made the attempt of contacting us when the problem first occurred because we believe that any confusion could have been fixed and explained better by our manager. It appears to us, that there was confusion...

between the three parties.It seems that confusion developed with the service charge. Locksmith Connections has a service charge of $15 and this never changes. We never advertise that our total charge is $15 but state that the charge for the technician to come to your vehicle is of that amount. We do not have a flat rate because all vehicles are not made the same and some vehicles may have damage that is unknown to the owner, thus, It is BEST PRACTICE, for a highly skilled and certified locksmith to assess the situation on site and give an accurate quote. It is uncommon for a locksmith in any company to quote a price before assessing a vehicle and other companies have different amount for their service charge. In your statement, you said that the dispatch explained to you that the rate to come to your vehicle for service is $15 and the rate to perform service is about 45. Our dispatch is trained to always explain to customers that there is a starting price for service. In this requested service, the starting price was stated by dispatch to be $45. When the technician quoted you a price at your vehicle of $60, that is not a far out stretch from $45 and does not fit the common stereotype of "the switch and bait" trend, but an assessment made by the certified technician of an amount only $15 above the starting price given from the dispatch.In regards with the confusion with the technician, it sounds as if you may have called another company if you have received two calls from the same technician and received a different service charge amount. Locksmith Connections never charges $18. It is not uncommon for a technician to work with many referral companies. If you have not called two different companies, than it could be possible that the technician may have confused the service charge rate with another company. Technicians are usually very busy driving around town all day quickly to help people in need of service. Its sounds as if this technician was extremely busy and had very little patience. Our dispatch only speaks English, so I am not sure who the technician was talking. Locksmith Connections does not falsely advertise stating that we have a "flat" rate, nor should we be stereotyped as a "switch and bait" company, simply because there was a miscommunication with the three parties. Honestly, after investigating your complaint, our new dispatched communicated inaccurately the starting rate for a rekey service,which is actually $119. Therefore, if the technician quoted you a price of $60,that is actually a really good rate for you and a loss to my company. We do understand your frustrations with dealing with a confused, impatient, and busy technician, so we have reviewed with all of our technicians, the importance of good moral conduct.Avi HOwner

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 Complaint: [redacted]
I am rejecting this response because:
The last line of your email states: " Having a license locksmith perform a skill afterhours for fifty dollars is not a request that we can fulfill."                              Clearly, if you are willing to make this statement your representative knew this when I first called and asked if the low price was ever honored- but refused to disclose this information. Also, if you are willing to make this statement, your representative should have been able to tell me, when I asked for examples of services performed at this rate, that no services were ever performed at this rate- which she did not. Next, your statement above implies that there are different fees involved for "after hours" which are not delineated in your advertisement, nor by your phone representative (which was not an issue for me before, but since you are bringing it up as an excuse for charging me the exorbitant rate you did, I have a right to follow up on it). Finally, your employees/contractors know of your scheme and admit when questioned about the pricing that this occurs all the time and they are left with angry customers.Your representatives give fraudulent information and withhold needed information, even when asked directly.  This is not honest customer service, and your policies should be amended immediately. I also deserve renumeration for the excessive charge applied to what amounted to less than 2 minutes of work.Regards,
[redacted]

Tell us why here...Thank you for sharing your concerns. I have contacted the supervisor of the referred company.  He wanted to ensure me that the locksmith sent to you performed the service in a professional manner.  I understand that you have contacted another company and they have...

suggested some wrong doing with the pins.  I cannot validity the accuracy of what was suggested with this locksmith.  It seems to me as if this locksmith is playing with your worries and suggested wrong doing on our referred locksmith.  I have never heard of a locksmith putting 1 pin instead of 5 pins. To me, it sounds as if the locksmith wanted to perform the service and put a bad image of his competition. I have shared your experience of the locksmith not providing you detail after the service was performed to the supervisor.  It is important for me to know of your experiences so that I can give our customers the best experience possible.  I value your feedback. We are a legal company, who is relatively new.  I understand that you have contacted us prior to this and I will acknowledge that we have formed a new department to better help customers with concerns in hopes to help before needing to seek attention to other organizations.  Since you have already disputed the charges, there is nothing more than I can do, except share your concerns with the referred company’s supervisor and to improve our new customer service department.  I apologies for any inconvenience.

I reviewed this case and spoke with the sub-contractor as well. The sub-contractor stated that he arrived on site, assessed vehicle, and obtained all required information, which in this case was the VIN #. He ran that information through the ** data base and obtained a code that enabled him to cut...

and program his keys. The customer paid for the services and both keys worked before our Sub-contractor left the address. understand that the customer called back later and stated that the keys no longer work, unfortunately he did tell us that the key did start the car and work on the doors and then all of a Sudden they stopped working. We have dealt with similar situations in the past and can tell when this happens there is an additional issue or problem with vehicle. We instructed customer that we could most certainly come back out and even waive the service charge but if there was additional work to be done, that we would need to charge accordingly. He insisted that we take care of this new problem free of charge.if he still is having a problem, we would be more than happy to assist him, we only need to determine what his issue is with the vehicle.

ID [redacted] ([redacted])Our highly qualified licensed locksmith quoted you a price of $95 for his expertise and knowledge to quickly open your door without damage. Our locksmiths are skilled to open doors quickly, to not waste any more of your valuable time. Thus prices are based on skill toward a job...

and not time it takes to perform a job. The starting rate of $35 is a base price, since each situation is different and products are made differently, our reps are not qualified to give exact prices on the phone. Only a licensed locksmith can give an exact price after physically evaluating the situation. The locksmith misspoken about quoting you a price based on driving; that is included in the $15 service fee. We have addressed this to the locksmith. We do not find that the price is unfitting for the type of door that you have and we promise that we will correct our communications. We apologies if we sound misleading but we ensure you that you were not wrongly priced.Sincerely,Avi A[redacted]

To: Revdex.com complaint ID [redacted] ([redacted])DEC 16 2015Date: 12/14/2015[redacted],We have reviewed your request and have issued your desired outcome on 12/14/2015. We apologize for any inconvenience.Regards,Avi A[redacted]

We certainly understand the frustration that can occur when a lock needs fixed, especially when the customer was not able to be at the location due to the distance to their tenant's home. We understand that the customer felt that she was overcharged and has communicated with us through phone and...

email prior to this this complaint several times. Through our discussions, we have tried to explain the reason for the price due to the complexity of the lock due to it being a high security lock, which requires more costly products to service and skill from the locksmith. Being a locksmith referral company, we have forward this complaint to the locksmith who was referred to this service. Through our investigations, we have uncovered that the locksmith had talked to the customer about their complaint.We would like to state that we have not quoted a price to the customer on the phone. Our dispatchers are only authorized to give information about the cost of the service fee for a locksmith to diagnose the problem and a starting price for the service requested, since our dispatchers are not knowledgeable licensed locksmiths and since this company is only referring locksmiths to customers. The customer also stated that this was what was told to her on the phone, "They advised that the service would be $15 and the actual service would start at $35."Through our investigation, we understand that a miscommunication may have taken place between the tenant, who spoke with the locksmith, and the customer. The locksmith clearly stated that he explained the work that needed to be done and the cost to the tenant before performing the work. The tenant signed the invoice and the locksmith worked on the lock. Once the work was finished, the tenant called the customer and a credit card was given to the locksmith. At that time, there were no questions asked until the next day when the customer called the dispatch center.After investigating the invoice, we have concluded that a miscalculation was given for the service charge. The locksmith stated that he is also referred to other companies who charge $25 for their service fee and explained that he made a simple mistake out of habit. We have spoken to the locksmith about his mistake and will issue a refund of $10 for the correction. However, the service performed by the locksmith cannot be reimbursed because of the time spent and products used for a job that was approved by the tenant. The "expected" charge of $50 was never stated, not through the dispatch center and not from the locksmith. We investigated our recordings to verify this statement. This amount is unreasonable for a high security lock and for a professional licensed locksmith.We stand by our service 100%. We provide customers with skillful license locksmiths who can get to the customer quickly. We provide our customers with the safety and security that is needed with the best tools and products offered. We understand that our cliental call us when they are frustrated and we try our best to ease this by providing reliable service. If we have found evidence that a locksmith performed any wrong doing, we would no longer refer them to customers.-Locksmith Connections

Thank you for informing Locksmith Connections about your experience. I looked into all the information provided by the Customer to the Revdex.com, and I do see that she did call us, but we were unable to provide the service due to our Sub Contractor having received the customer's job...

request before locksmith Connections did. We record all calls between our dispatcher's and the customer and our Technicians and the customer. The technician had never spoke with this customer about her service request. Spoke to the customer and she explained to me that the dealership called a locksmith also and that a locksmith did respond to the job and was able to provide the service. The phone numbers the customer provided in her statement are not any numbers related to locksmith Connections, nor are those prices she stated. We have a completely different set of prices for that Specific service, and we have a completely different phone number. I asked her how she determined it was locksmith Connections, and she said her neighbor was the one who actually made the complaint.In conclusion, it looks as if this customer has mixed up two entirely different locksmith Company's, and just assumed it was locksmith Connections who had provided the service.Thank you for your time, and we appreciate any and all information that can be used to improve the customer's experience with Locksmith Connections.

8/8/2016[redacted]Locksmith Connections understands your concern.  We are unsatisfied to read about the behavior of the technician.  Due to his behavior to do business "on the side", we have terminated his position.  We no longer serve Virginia Beach, due to him being our only locksmith...

in this area.Best Regards,Avi A[redacted]

Avoid locksmith connections, they send contract people with no pee paper work, so if the service does not go well you won't be able to find the contractor as in my case dealing with locksmith connection they sent someone that broke my ignition and after he left my house he called me and said it was broken before he tried to fix it when all he was supposed to do is make a key comprable to my ignition and the company refuse to take any responsibility stay clear of locksmith connection bad business

em:
Sunday night I contacted locksmith connections and ask for help with my BMW, the key was lost and I asked them if they could provide me with someone that could make another key and they told me yes they gave me the name of someone that would be coming out and I waited and the person didn't come I called them back and they called the person again and he called me and said he would come in the morning between 9 and 10 he came closer to 11 yesterday he worked on the car for a couple of hours and then I got a phone call from him even though I was in the house and he was gone and he said that he couldn't finish the job because my ignition was broken to which I told him that it wasn't broken before he started service in my car and he said that it was a problem that happens when you make a new key and I let him know that I wanted the ignition back in its proper working order and he said that he couldn't help me unless I paid $400 to get it replaced and it wasn't broken before he started working on it so I called locksmith connections and they said they would get right on it but today when I call them they told me that it was between me and the contract person to which I told them that I had already talked to him and he refused to fix it without me paying for him breaking it and they told me that they weren't responsible and I told them that they were because they sent him out that if I had found him on my own that would be between me and him but they sent him to me and the woman that is the day supervisor or locksmith connections hung up on me I lost a day of work and I'm described by their lack of care and concern and I need help with a resolution even if they just repair my ignition that their contractor broke.

[redacted] I was quoted 15 dollar for the locksmith to come over and 35 dollar services fee. The locksmith charged 40 dollar to come over and 99 dollar services fee after the job was done and without any discussion or/and not even mentioned the change in price before head. Where they gave me no right to reject nor comprehensive about the tripling the original discusses price. Steering wheel unlock where it cost him least then 10 min of working for a service fee of 99 dollars. Do you guys hired [redacted] PhD as locksmiths? Where the labor cost is greater than 500 dollars per hour. Would never use this services again ! NEVER!

NOTE for everyone
Please Do NOT USE nor even try to use them, If you don’t like being OVERCHARGED!

WORST locksmith service and pricing !EVER!

I would give them -5 starts if there is a option!
Have fun ripping off your customers and wish your company have the brightest future! [redacted]

Do not use this company! I was quoted $15 to come out and $35 to unlock. I was then charged $180 to have the locksmith unlock my door in less than 5 minutes. Then, even though I called the local office at +1 (215) 395-2861 (abington pa), the next day my credit card was used in Waldorf, MD (the same location as the main office) at a Pizza place. Coincidence? So that is another $68.68! Fortunately I was able to cancel the card before any more damage was done. My credit card company is pursuing a fraud claim. I called to request a refund, but was treated very rudely by the person who answered the call and the supervisor. Do not use this business!