Pop-A-Lock SIMAB

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] So Pop-A-Lock admits that "At no time did my dispatcher say there was a difference in price when paying before or at the time of service"This is EXACTLY what I want to challengeI know for a fact that there should be a difference in the price between paying over the phone and on-sitePlease check the telephone recording of my conversation with the Pop-A-Lock dispatcher around 3:pm on 3/ [redacted] when I paid over the phoneAfter listening to that, I am sure Pop-A-Lock will agree that either whoever is answering my complaints now is giving conflicting messages (by saying there is no difference in the prices) or the difference was not explained to us by the dispatcher who answered our call at pm on 3/**Why not then? Second, I understand it was an ESTIMATED time of arrivalBut a promised 30-mins to an actual waiting of mins? I said I was on [redacted] in NYC that day, and I said I parked on a 2-hr max metered parking spotI did not want a parking violation ticket, so I had to stand by my car waiting for the technician when it was F with a gust speed of km/h outsideAfter all the inconveniences and miserable situations we experienced, for Pop-A-Lock to get away with a simple "we apologize" is just NOT right.It's one thing for Banana Republic to tell me they'll ship a pair of shoes to me within days but delay it to the 9th day, but it is totally unacceptable for a car locksmith service to be delivered in such a fashionYes, Pop-A-Lock provided a serviceBut doesn't the quality of service mean anything any more? Serving is a two-party businessThe receiver pays money in exchange for an expected outcomeIf the service quality is far from being satisfying (the expectation), shouldn't there be a mechanism to make an adjustment? The attitude of "I served so I get to be paid for the tag price" hurts the customers today and will eventually hurt the business in a longer termI don't appreciate this attitude So I am challenging Pop-A-Lock again In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] ***

Revdex.com: I have reviewed the response made by the business in reference to complaint ID# [redacted] , and have determined that my complaint has NOT been resolved because: [Your Answer Here] I was very clear that it was two locksIf this information was not passed on by the dispatcher I can't do anything about thatI don't know what he is referring to as a previous problem with the lock as it was only recently installedAdditionally I feel like it should have been explained to me what the cost was going to be prior to completing the workI had a quote from another business that would have completed the job for $service fee and $to replace each lockThat's would have been $less and I would have gotten both locks replacedOnce my locks have been drilled out there isn't much I can do in that situation which I'm sure the business is aware I have called and tried to get a specific estimate from this company and they won't provide any type of quote other than the fee to show up which is obviously because then they feel they can charge a much greater price after they arrive and just say they weren't aware of what needed to be done In order for the Revdex.com to appropriately process your response, you MUST answer the question above Sincerely, [redacted] [redacted]

I just listened to the recording againYou said "a double deadbolt" You also said” you have a key" Not deadbolts or I have keys for the locksAs for pricing, I certainly can get a quote for less money from someone else after the job was doneAs per my locksmith, you were aware of everything that happenedYou needed to get into the apartmentSo you told him to open it

Revdex.com:At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID ***.Sincerely,*** ***

Revdex.com:
At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID ***
Sincerely,
*** ***

I have thoroughly searched out this complaint and here is what I have found. [redacted] called in and stated she had a double deadbolt that she needed opened. A double deadbolt lock is 1 lock that is keyed on both sides. She was quoted for 1 lock. When we arrived onsite it turned out to be 2...

separate locks. The bottom lock was a high security lock. High security locks can not be picked. They have to be drilled. So that is why that was done. The second lock,the top one, had a previous issue and could not be picked. It had to be drilled. We did install a new high security lock in the lower hole. [redacted] chose not to install a second lock. The pricing for what was done is well within standard pricing for the industry, regardless of the time spent on site. Lets not confuse that we responded in a timely fashion, did the job quickly and accurately with how much was spent onsite. I have gone to the doctor many times and have been out of his office in less than 10 minutes, yet my ins company is still billed hundreds of dollars. Had [redacted] told us upfront that there were 2 separate locks, She would have been quoted a much different price. We can only quote on what we are told. Many times when the locksmith gets onsite, things are different than what we were told. As is the case here.

As stated to the client. The price that was quoted over the phone was the price that was charged. At no time did my dispatcher say there was a difference in price when paying before or at the time of service. Yes, the client did wait longer than the initial quoted ETA, but sometimes things run later...

than you would like them to. This is why we give a estimated time of arrival. I have apologized for the lateness, but we did provide the service so we are entitled to be paid.

Revdex.com:At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
 
I was very clear that it was two locks. If this information was not passed on by the dispatcher I can't do anything about that. I don't know what he is referring to as a previous problem with the lock as it was only recently installed. Additionally I feel like it should have been explained to me what the cost was going to be prior to completing the work. I had a quote from another business that would have completed the job for $150 service fee and $100 to replace each lock. That's would have been $50 less and I would have gotten both locks replaced. Once my locks have been drilled out there isn't much I can do in that situation which I'm sure the business is aware. 
I have called and tried to get a specific estimate from this company and they won't provide any type of quote other than the fee to show up which is obviously because then they feel they can charge a much greater price after they arrive and just say they weren't aware of what needed to be done. 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]
 [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]
So Pop-A-Lock admits that "At no time did my dispatcher say there was a difference in price when paying before or at the time of service". This is EXACTLY what I want to challenge. I know for a fact that there should be a difference in the price between paying over the phone and on-site. Please check the telephone recording of my conversation with the Pop-A-Lock dispatcher around 3:30 pm on 3/** when I paid over the phone. After listening to that, I am sure Pop-A-Lock will agree that either whoever is answering my complaints now is giving conflicting messages (by saying there is no difference in the prices) or the difference was not explained to us by the dispatcher who answered our call at 2 pm on 3/**. Why not then?
Second, I understand it was an ESTIMATED time of arrival. But a promised 30-40 mins to an actual waiting of 90 mins? I said I was on [redacted] in NYC that day, and I said I parked on a 2-hr max metered parking spot. I did not want a parking violation ticket, so I had to stand by my car waiting for the technician when it was 30 F with a gust speed of 24 km/h outside. After all the inconveniences and miserable situations we experienced, for Pop-A-Lock to get away with a simple "we apologize" is just NOT right.It's one thing for Banana Republic to tell me they'll ship a pair of shoes to me within 3 days but delay it to the 9th day, but it is totally unacceptable for a car locksmith service to be delivered in such a fashion. Yes, Pop-A-Lock provided a service. But doesn't the quality of service mean anything any more? Serving is a two-party business. The receiver pays money in exchange for an expected outcome. If the service quality is far from being satisfying (the expectation), shouldn't there be a mechanism to make an adjustment? The attitude of "I served so I get to be paid for the tag price" hurts the customers today and will eventually hurt the business in a longer term. I don't appreciate this attitude.  So I am challenging Pop-A-Lock again. 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

I just listened to the recording again. You
said "a double deadbolt" You also said” you have a key" Not 2
deadbolts or I have keys for the locks. As for pricing, I certainly
can get a quote for less money from someone else after the job was done. As per
my locksmith, you were aware of everything that happened. You needed to get
into the apartment. So you told him to open it.

Review: On December **, 2013 I had a flat tire and called my insurance to send someone out for repair. My insurance company called Pop-a-Lock. Pop-a-Lock charged my credit card for the full amount for the repair ($54). The repairman showed up after an hour wait. The repairman lets me know that I have one fully flat tire and one almost flat tire. He was unable to change both tires and I would need a tow truck. The tow truck fee was more than I could afford ($260). He went on his way and Pop-a-Lock charged my card a $25 service fee for the repairman coming out. I feel that I didn't refuse the service, and I shouldn't have to pay a fee. There is nothing on the website that indicates a service fee. I called on December **, 2013 and spoke to the [redacted], and was told this fee was policy, but if not in writing policy can be anything the company wants. That is not good business.Desired Settlement: I didn't get the service I needed and I want a full refund to my credit card.

Consumer

Response:

At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID [redacted].

Sincerely,

Review: I contacted Pop A Lock in Brooklyn (###-###-####) on August [redacted] at 8:28 am because I was locked INSIDE of my apartment. When I explained the problem accurately I was told it would cost $125 to fix. When the locksmith (Mike N[redacted]) came he charged me $200 to drill the lock despite the fact that the problem was exactly as I described to the person who took my call over the phone. I called at 3:12 to make a complaint and spoke to several people without a resolution. I was told that someone named Peter would call me on Monday, August [redacted] and he still has not called back. I later learned that the locksmith should not have charged $200 for drilling the lock and not replacing it. I also learned that the lock did not need to be drilled because I was locked in and the locksmith should have unscrewed it from inside or advised me to unscrew the lock from the inside. I have given Pop a Lock the chance to resolve the issue, but no one has taken this concern seriously.Desired Settlement: I should receive a full refund for being overcharged for an unnecessary service.

Consumer

Response:

At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID [redacted].Sincerely,[redacted]

Review: I called for a locksmith and was quoted $150 over the phone. When the locksmith arrived he said that he could not pick the lock and that the charge would be $185. After drilling out the two locks on the door he advised that the charge was actually per lock and gave me a bill for over $400 including tax. He only replaced one of the two locks that he drilled out and the replacement lock only cost $35. So he effectively charged me $350 for 20 minutes of work and left my door with over a $100 worth of damages that have to be fixed.Desired Settlement: I have no problem paying the $150 service fee and even an additional charge for the replacement lock even though I don't think he ever intended to pick the locks even before he arrived. But over $400 and I still have to get me door fixed is ridiculous.

Business

Response:

I have thoroughly searched out this complaint and here is what I have found. [redacted] called in and stated she had a double deadbolt that she needed opened. A double deadbolt lock is 1 lock that is keyed on both sides. She was quoted for 1 lock. When we arrived onsite it turned out to be 2 separate locks. The bottom lock was a high security lock. High security locks can not be picked. They have to be drilled. So that is why that was done. The second lock,the top one, had a previous issue and could not be picked. It had to be drilled. We did install a new high security lock in the lower hole. [redacted] chose not to install a second lock. The pricing for what was done is well within standard pricing for the industry, regardless of the time spent on site. Lets not confuse that we responded in a timely fashion, did the job quickly and accurately with how much was spent onsite. I have gone to the doctor many times and have been out of his office in less than 10 minutes, yet my ins company is still billed hundreds of dollars. Had [redacted] told us upfront that there were 2 separate locks, She would have been quoted a much different price. We can only quote on what we are told. Many times when the locksmith gets onsite, things are different than what we were told. As is the case here.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I was very clear that it was two locks. If this information was not passed on by the dispatcher I can't do anything about that. I don't know what he is referring to as a previous problem with the lock as it was only recently installed. Additionally I feel like it should have been explained to me what the cost was going to be prior to completing the work. I had a quote from another business that would have completed the job for $150 service fee and $100 to replace each lock. That's would have been $50 less and I would have gotten both locks replaced. Once my locks have been drilled out there isn't much I can do in that situation which I'm sure the business is aware.

I have called and tried to get a specific estimate from this company and they won't provide any type of quote other than the fee to show up which is obviously because then they feel they can charge a much greater price after they arrive and just say they weren't aware of what needed to be done.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

[redacted]

Business

Response:

I just listened to the recording again. You

said "a double deadbolt" You also said” you have a key" Not 2

deadbolts or I have keys for the locks. As for pricing, I certainly

can get a quote for less money from someone else after the job was done. As per

my locksmith, you were aware of everything that happened. You needed to get

into the apartment. So you told him to open it.

Consumer

Response:

At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID [redacted].

Sincerely,

Review: Dear Revdex.com,

We parked our car at a metered parking spot between [redacted] and [redacted]. on [redacted] in NYC on March **. We accidentally locked the car key inside the car. We contacted Pop-A-Lock at 2:00 pm sharp (can provide phone record), and the staff who answered our call said the service provider would get to us within 30-40 min. She also said there would be NO difference in the cost of the service whether we pay over the phone or when the worker arrives. We decided to pay later. We waited on [redacted] in the freezing weather with gusty wind for over an hour, and no one showed up. I then called again to see if a worker was already sent our way, I was told by someone on the phone to hold, for another 10 mins until my hands were too frozen to hold the cellphone anymore. And there were still just recorded generic greetings on the other end!

I am extremely disappointed with Pop-A-Lock’s service because essentially, their staff gave us the wrong information. That led to the following very unpleasant experience: 1) I ended up paying more than what I could have; 2) From 2;00 pm to 3:30 pm when the worker eventually came to our rescue, we had waited in a freezing environment for 1.5 hr! The on-site worker, [redacted], was extremely polite and helpful. He apologized and told us that it was only until 10 mins ago that he was informed by Pop-A-Lock. The level of indifference from Pop-A-Lock to customers' desperate need for timely help in a harsh environment is really shocking!

I later made a complaint to Pop-A-Lock, stating my reasons as above. The reply from [redacted], their [redacted]s, highlighted two things: 1) There was only one pricing mentioned when we first called; 2) Our 1.5 hour wait was unavoidable due to the need of Pop-A-Lock to move calls from one tech to another according to traffic.

Below is my response to [redacted]. Of course, I didn’t hear anything back from him. I feel confident that I have done what I can as a responsible customer. I believe I won't get anywhere with Pop-A-Lock without seeking higher authority.This is the reason why I am sharing my response to Pop-A-Lock with Revdex.com.

Good morning [redacted],

1) I don't understand why "There was no other pricing mentioned". Isn't that a miscommunication from the operator to start with? Shouldn't it be mentioned that the price would be lower if we paid over the phone?

2) The second part of your answer about "moving calls from one tech to anther" just sounds like vague excuses that can be generically used for any incidents. Is there any proof that the choice of an "appropriate" on-site tech was moved between locations to have caused the horrible delay (30-40 min to 90 min!)? Let's assume that was actually what happened (which I don't believe)...after waiting in the cold wind for over an 1 hour, I called Pop-A-Lock (3:16 pm) to find out what was going on. I was told by the operator to "hold". I held for 7 min until my freezing hands could no longer hold the cellphone, and there was still no live person back talking to me! Why was there zero communication from Pop-A-Lock, had there really been some rearrangement of on-site tech? For a type of business that's supposed to provide timely "disastrous situation" help, what I experienced is really unacceptable.

I hope to get help from Revdex.com to make Pop-A-Lock realize the necessity to adjust their attitude when providing service.

Thank you very much,

Y[redacted]Desired Settlement: Partial refund from Pop-A-Lock of ~$40 (we paid $65.27). This is considering the facts that 1) we could have paid for only $54 had the operator provided us with the correct information; 2) Pop-A-Lock's negligence changed our wait from a promised 30-40 min to a real-life 90 min in a harsh environment. 50% refund of $54 is a lesson that Pop-A-Lock should get to treat their customers more sincerely.

Business

Response:

As stated to the client. The price that was quoted over the phone was the price that was charged. At no time did my dispatcher say there was a difference in price when paying before or at the time of service. Yes, the client did wait longer than the initial quoted ETA, but sometimes things run later than you would like them to. This is why we give a estimated time of arrival. I have apologized for the lateness, but we did provide the service so we are entitled to be paid.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

So Pop-A-Lock admits that "At no time did my dispatcher say there was a difference in price when paying before or at the time of service". This is EXACTLY what I want to challenge. I know for a fact that there should be a difference in the price between paying over the phone and on-site. Please check the telephone recording of my conversation with the Pop-A-Lock dispatcher around 3:30 pm on 3/** when I paid over the phone. After listening to that, I am sure Pop-A-Lock will agree that either whoever is answering my complaints now is giving conflicting messages (by saying there is no difference in the prices) or the difference was not explained to us by the dispatcher who answered our call at 2 pm on 3/**. Why not then?Second, I understand it was an ESTIMATED time of arrival. But a promised 30-40 mins to an actual waiting of 90 mins? I said I was on [redacted] in NYC that day, and I said I parked on a 2-hr max metered parking spot. I did not want a parking violation ticket, so I had to stand by my car waiting for the technician when it was 30 F with a gust speed of 24 km/h outside. After all the inconveniences and miserable situations we experienced, for Pop-A-Lock to get away with a simple "we apologize" is just NOT right.It's one thing for Banana Republic to tell me they'll ship a pair of shoes to me within 3 days but delay it to the 9th day, but it is totally unacceptable for a car locksmith service to be delivered in such a fashion. Yes, Pop-A-Lock provided a service. But doesn't the quality of service mean anything any more? Serving is a two-party business. The receiver pays money in exchange for an expected outcome. If the service quality is far from being satisfying (the expectation), shouldn't there be a mechanism to make an adjustment? The attitude of "I served so I get to be paid for the tag price" hurts the customers today and will eventually hurt the business in a longer term. I don't appreciate this attitude. So I am challenging Pop-A-Lock again.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID [redacted].Sincerely,[redacted]

Review: Hired this company to install two electronic door strikes on the entry doors to an apartment building in Brooklyn for a building our company owns. They cut open the doors then left and have never returned to install the finished product. The doors had no locks on them for three weeks until I had to personally install temporary parts myself. I have called them over two dozen times to schedule final installation and keep getting run around about parts and people and the customer service people actually started using phone sound effects over the phone and when I said the month long issue is unacceptable.Desired Settlement: I would like a refund and possibly compensation for the wasted time and business interruption this has caused.

Business

Response:

Thank

you for giving us the opportunity to answer this complaint. We did do a

locksmith job for [redacted] in Brooklyn. He had requested locks to be

installed on the 2 doors. The issue we had was there was previous damage to the

2 doors. We did have 2 locksmiths onsite for multiple days trying and finally

succeeding to get the lock working on the first door. We did have to get some

special parts to be able to get that done. The part did take a few weeks to

get, but it was done and done satisfactorily. Did this job take longer than

normal, yes it did, but only because of the damage on the door previously. We

did tell [redacted] that he needed to have the back door fixed by his carpenter

before we installed the locks on that so we would not run into the same issue.

He said he would contact us when it was completed so we could come back and

install the locks. We went back onsite on August * to see if the work was done

on the other door. That work was done on the second door and inferior locks

were installed. The work we previously did was removed and again, inferior

hardware was put in its place. As for his 2 dozen calls, our phone records show

9 calls came in from him during that time. We spoke to him each time and gave

him updates on what the part situation was. I would like to know what his

specific complaint about sound effects was and when this happened. We do have a

proprietary computer program that emits an alert when a new job comes in, that

is possibly what he heard. Lastly the charges, we originally quoted $675 for

the 2 doors. Since we only did the one door, along with fixing his previous

damage, we charged $375 + $33.29tax for a total of $408.29. In the end, we went

above and beyond to help out this client. We fixed damage that was done before

we got on site. We did not charge for the second lock. The front lock was in

working order last we spoke with the client. The service he paid for was done.

I don’t see why he would dispu te that. Please feel free to contact me for any

further discussion.

Consumer

Response:

At this time, I have not been contacted by Pop-A-Lock SIMAB regarding complaint ID [redacted].

Sincerely,

On December **, 2013 I had a flat tire and called my insurance to send someone out for repair. My insurance company called Pop-a-Lock. Pop-a-Lock charged my credit card for the full amount for the repair ($54). The repairman showed up after an hour wait. The repairman lets me know that I have one fully flat tire and one almost flat tire. He was unable to change both tires and I would need a tow truck. The tow truck fee was more than I could afford ($260). He went on his way and Pop-a-Lock charged my card a $25 service fee for the repairman coming out. I feel that I didn't refuse the service, and I shouldn't have to pay a fee. There is nothing on the website that indicates a service fee. I called on December **, 2013 and spoke to the [redacted], and was told this fee was policy, but if not in writing policy can be anything the company wants. That is not good business.