Locksmith Experts, LLC

Initial Business Response /* (1000, 5, 2015/07/23) */
Ms. [redacted], thank you for bringing this matter to my attention. On July 22 at approximately 1:30pm, I received a phone call from you. You explained your situation to me and stated that you did not understand why the price you heard on the...

phone was different than the price you were quoted by the on-site technician. As I began to explain our policy, you interrupted me, threatened legal action as well as a Revdex.com complaint, and then hung up. I attempted to call you back but you did not answer. I then called the Revdex.com to explain my situation. I entered a proactive arbitration to explain my stance before you logged your complaint. 10 minutes later, you called the Revdex.com and formally registered your concerns. I called the Revdex.com to begin a proactive arbitration process, in which a Company has the opportunity to register a complaint about a customer proactively. However, by the time I finished the process you had already logged your complaint.
I would like to finish the explanation I started on the phone before you hung up. Our dispatchers are extremely well trained and perform their jobs wonderfully. They are not technicians and do not have any field experience that would allow them to quote a price for services over the phone. Additionally, even if they had such training, technical aspects of our services prevent even a skilled technician from quoting accurate pricing without being on site to do a thorough inspection. Instead, our dispatch team quotes a service fee to cover the technicians' arrival and a minimum labor charge, depending on the service requested. In your particular case, a residential lockout, you were quoted a service fee of $19 and a minimum labor charge of $35. For training purposes, we record all service requests. I listened to your call and the dispatch team only quoted you the service fee and minimum labor charge.
I am confused by your complaint for several reasons. The numbers you listed in your complaint are not congruent with the services you requested nor do they mirror the recorded conversation you and I had. Perhaps our phones had a bad connection, or you were in a noisy environment and could not hear me clearly. I was the person you spoke with yesterday to complain. I did not say it was $20 for service call, I said $19. I did not mention a key and neither did you, because your service had nothing to do with making a key. Furthermore, I explained that our minimum labor charge is $35, not $20. When I began to explain why we cannot quote final prices on the phone, you hung up.
Our technicians are also supposed to follow certain protocols. When a tech arrives to the job site, they inspect the job and explain the services to our customers. Then they fill out an invoice listing those services as well as your personal information identifying you as the customer. Before the technicians begin any of their work, they require you to sign the invoice. This guarantees that our customers are aware of the price, the services being performed, and that the customer has the authority to have those services performed on the property listed on the invoice.
All of our protocols were followed. The dispatchers quoted you a minimum charge, not a final price. The technician explained the services and pricing before completing the job. You signed for the services and paid the technician. I would like the opportunity to speak with you again if you have any additional questions or concerns. As I stated to the Revdex.com in the proactive arbitration submission, I would also like to extend a promotional code to you that does not expire. The promo code waives the service fee for future work and also applies a discount for any service we provide including, automotive, residential, and commercial services.

Initial Business Response /* (1000, 7, 2015/12/28) */
Good Morning, Mr. [redacted]. Thank you for sharing your concerns. We are the premier locksmith service provider for your metropolitan area. As such, several other locksmith companies, including the one you mention in your post, send us their...

overflow when they cannot handle their workload. We are very careful to honor their coupons. I have a record of your calls to management and the conversations were a bit different than you described. Additionally, I checked with the technician and with you to make sure that the technician followed protocols once arriving to your location. The technician and you agreed that we filled out an invoice with the total price, you signed it, then and only then did our technician proceed and perform the services you requested. You were under no obligation to accept our services at any price, however you chose to have our technician provide the service and signed and agreed tot he price beforehand.
We are a local company, we have a physical office in your metropolitan area, we have local techs that live here. However, we do not always have techs 10 minutes from every location in the entire city. Unfortunately, our wait times exceed 30 minutes. I do not agree with your conclusions that we are operating under a false name, are not local, and the like. You are welcome to discuss the matter in person, in our shop, locally to verify that we are here in town. Our shop hours are Mon - Fri 09:00 - 17:00. We also provide 24 hour mobile services.

Initial Business Response /* (1000, 5, 2015/12/18) */
Ms. [redacted], thank you for bringing this matter to our attention on this public forum. I would first like to address the claim that we quoted you $55 on the phone and/or on our website. Locksmith Experts dispatchers and websites do not list or...

quote final prices. Every job presents a unique challenge and our dispatch team does not have the ability to quote flat pricing ahead of time. Additionally, Locksmith Experts has more technicians in our service areas than any other company. As such, we provide referral services for other companies' spill-over. If another company quoted you $55 and you can provide us a record of a quote, we will happily refund you the difference.
Secondly, I have researched your claim about an accidental over-charge of one other credit/debit cards you presented to our technician. We show two charges both of which are for $50. I am including the information from our merchant account below. If you believe any of these is an error, please call me directly at XXX-XXX-XXXX to discuss the discrepancies.
CARD 1:
Order Results
Profile Name: LOCKSMITH EXPERTS
Transaction ID: XXXXXXA15-ACXXXXXD-23DA-41E1-8B29-6DXXXXXXXXXD
Date/Time: 12/05/2015 12:39:07 PM
Transaction Type: SALE
Approval Message: APPROVAL
Approval Code: XXXXXX
Order Section
Card Number : [redacted]
Amount : $50.00USD
Sales Tax : $0.00USD
Invoice Number : XXXXXX
Get Token : N
CARD 2:
Order Results
Profile Name: LOCKSMITH EXPERTS
Transaction ID: XXXXXXA14-[redacted]
Date/Time: 12/05/2015 12:41:05 PM
Transaction Type: SALE
Approval Message: APPROVAL
Approval Code: XXXXXX
Order Section
Card Number : [redacted]
Amount : $50.00USD
Sales Tax : $0.00USD
Invoice Number : XXXXXX
Get Token : N

Initial Business Response /* (1000, 5, 2015/06/30) */
Mr. [redacted]. It is very unfortunate that you have chosen to take this opportunity to besmirch Locksmith Experts. We provided you with timely service, efficient technical expertise, and gracious discounts. I am shocked that you are dissatisfied...

and am confused by your actions. Your complaint is vindictive and completely false. [redacted] was the technician who unlocked your vehicle. He received your work order from my dispatchers and called you informing you of his estimated time of arrival. He did not discuss pricing over the phone because you did not ask for pricing. Furthermore, we do not quote final prices over the phone because of unknown variables that can affect the final price. Perhaps you spoke with more than one company when ordering your service. Nevertheless, upon arrival, he discussed the price, filled out an invoice with the EXACT price of the lockout service. We have very strict rules regarding this matter. We never begin any services until we have a completed and signed invoice. You were in a parking lot at [redacted] in [redacted] which is very well lit - even behind the building next to [redacted] where you were parked. In addition to the ample lighting, [redacted] turned his cell phone flashlight on to make sure that you could both clearly see the invoice. You said that you had full coverage insurance and he subsequently explained the procedure for reimbursement from your insurance company. [redacted] took a photo of your ID, your license plate, and had you sign our invoice with the total amount CLEARLY PRINTED on your invoice. You signed and dated the invoice. Then he completed the lockout. Due to his extensive training, [redacted] was able to perform the service efficiently so that you could be on your way as quickly as possible. Additionally, he waived the credit processing fee for you as a favor. After you signed your name again on his credit processing app on his smartphone, which further verifies your acceptance of the charges and willingness to pay, you jokingly said you would dispute the charges. [redacted] explained to you that it was not funny and that to proceed that way was fraud and your bank may prosecute you for doing so. About 20 minutes later, my dispatchers informed me that you had called and said that you were going to dispute the charges. I requested that the tech send in the pictures of your signed invoice, your ID, and you license plate. Upon receiving the proof, as well as listening to the recorded calls, my office spoke with you again explaining that we have all of the reference material proving your consent and that to defraud your bank and/or your insurance company is illegal and you may be prosecuted by them for doing so. In summary, your complaint is dishonest. You had no problems getting in touch with my office, you knowingly are trying to discredit my company without cause, and you are trying to defraud your bank and/or your insurance company. I can furnish the Revdex.com with all of the pictures of your signature on the invoice with the date and total clearly printed, your signature on the mobile phone credit app, the recorded phone call conversations, your ID, and your license plate. If you continue to attempt to commit fraud I will bear witness and help prosecute you and cooperate with law enforcement as needed. I suggest that you not proceed down this illegal and immoral road.

Initial Business Response /* (1000, 5, 2016/02/24) */
Thanks for sharing your concerns. Locksmith Experts has detailed phone records of all of our attempts to contact you as well as the refund explanation. If you would like to discuss this further, please call abck during normal business hours. In...

the past, we have furnished such recordings to te Revdex.com for their review. Recently however, the Revdex.com has demoted our rating to an F from a B+ because we withdrew our paying membership. They have on file a number of recordings, letters, emails, and meeting transcripts detailing hte great service Locksmith Experts provides our customers. The Revdex.com is apparently not concerned with such things.
Please call us directly so we can solve this issue and make you happy.
Thanks
Initial Consumer Rebuttal /* (3000, 7, 2016/02/25) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This is an outright lie. I have left messages everyday and the owner will not return my calls.

Hi, [redacted]. Thanks for posting on the Revdex.com website. We have spoken to you and as you are aware, we have refunded your card ending in 8935 the amount that you agreed to. The total refund is $78.90. As we said to you in our last conversation, your bank has up to 30 days to post the funds back to your...

account.

Initial Business Response /* (1000, 5, 2016/02/08) */
Contact Name and Title: [redacted]
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@gmail.com
Thank you for bringing this to our attention. Please call our main office and use extension 102 to reach me directly. I will look into...

your service call. We have several different service fees ranging from $15 to $29. If you were quoted $19 and were charged $29, we will be happy to issue you a refund for the difference. I look forward to hearing from you soon to resolve the issue.

Initial Business Response /* (1000, 5, 2015/10/09) */
Ms. [redacted], thank you for sharing your concerns. I am one of the owners of Locksmith Experts and this complaint is the first I am hearing of the complications with your service call. I have tried to call you to remedy the situation and am...

looking forward to hearing from you. After an investigation into your complaint, it appears that we did indeed fail to provide you with great service and I want to apologize in this forum as well as to you directly. I am prepared to give you a 100% refund and to send a technician to complete the repairs at your location at a mutually agreeable time. Please call me right away to discuss the details of the refund and to schedule the appointment for service. This is not indicative of the level of service we provide our community. We currently serve over 10,000 customers a year and I make it a personal goal to provide 100% customer satisfaction. I left you a voicemail with my direct line and am awaiting your call.