Pop-A-Lock of Houston, TX

Sent: Wednesday, April 20, 2016 2:29 PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #[redacted]   Our locksmith went to make a key for this customer who never came outside.  She sent her boyfriend/husband out to deal with the service.  Our locksmith...

was unable to pull a code from [redacted] (the source for key codes for all ** vehicles). Since ** stamps the code on the ignition, he pulls it out and discovers there is no code on the ignition either. He tells the boyfriend/husband that no stamped code is an indicator that the ignition has been replaced.  Our locksmith tells him that he can just put another ignition in there but that the key given will only work on the ignition.  It will not work on the doors. The boyfriend/husband asks if he can re-key the door.  Our locksmith says yes, but that it would cost more and the boyfriend declines and tells him to just get it running because they have a FOB that unlocks the car. Our locksmith does as instructed. He installs the new ignition so the vehicle will start. He gets the invoice signed and initialed, and leaves.  When we called the customer to discuss this issue, she begins cussing and yelling at us so we hung up the phone. Attached are two documents. The first is the Pop-A-Lock invoice for the service. At the bottom, the customer initialed that the work was complete and no damage occurred to the vehicle. The second document is the [redacted] D-1 form which the customer signed. On it is a statement "I agree to indemnify and hold harmless the service provider listed below and related parties providing security information form any and all liability or claims that may arise from the performance of this service." Their signature releases us from any and all claims.

I apologize for any confusion that occurred for the lock rekey. We have a voice recording of the...

conversation when the service request was made. In the recording two locks were mentioned but it was not definitive that ONLY two locks would be rekeyed. When the locksmith met Patricia onsite, he asked which locks to be rekeyed. The decision was made by Patricia to have ALL the locks rekeyed (not just two). Since Patricia was the person onsite, it was assumed they had the responsibility to make the decision on which locks to rekey. In the notes and in the voice recording there was nothing mentioned that said to call [redacted] if there were any questions. Only to call [redacted] for payment. When a home is rekeyed, it is typical to rekey all the exterior doors so only one key is needed rather than multiple keys. We are willing to work with you on this issue but having a person onsite that was directing the effort and nothing in the voice recording said to call for questions or to limit the rekey to JUST TWO LOCKS leaves the locksmith performing the service requested by the resident at the location. Based on this, what would you like to do or what compromise can we come to?

I apologize for the delay in providing service. We are all aware of how hot it is in Houston and try to get to each customer in a timely manner. Please send me a copy of the invoice you received so we can match it up in our system and a contact number. We can then contact you and process the refund.