Pros On Call, LLC

The client's claim is misleadingThe dispatcher she spoke to told her it would be a flat $service call fee and at least an additional $to unlock the car, although that price may go up depending on what is neededThe customer agreed to this starting price, and was told that the tech would give her the final price before doing any work, at which pint she could approve or deny the serviceShe not only approved of the charges, but signed an invoice for the charges before doing any workFor these reasons, as well as the fact that $is a fair price for an emergency lockout service, the customers complaint is invalid

The following is the response to the complaintWe have spoken to the client and come to a resolutionWhile it is not uncommon for certain lock out services to be around the client payed, we require our technicians to be upfront about their pricingOur website explains how we charge a $service call fee to come out and inspect the vehicle, and the service itself will be a minimum of $We use this structure because of the variable nature of our field, and the wide variety of techniques that may be required to enter the vehicleIn this instance however, the technician did not explain the prices clearly to the client prior to doing the work, nor did he have the invoice signedIn this regard, we sincerely apologize, and will do everything in our capability to correct the situationWe have agreed to refund the disputed amount of $60, and the client has stated they are satisfied

The initial failure of the programming was due to an after market radio system that interfered with the electrical system, which led to the need for less conventional methods on programming the vehichle(The client did not initially inform the technician of this)While the technician was engaged in such procedures, the ECU was shortedPros On Call did advise the client to go to a dealership or mechanic in order to diagnose and estimate the repair, which would be covered under our service warrantyHowever the estimate/bill that we were sent included over $of work unrelated to the issue caused by our technician (voluntary repairs)We explained to the client that we would be happy to pay for the portion for which we were responsible, which was the replacement of the ECU, amounting in a charge somewhere between $and $The client said he would accept this but still sue us for the remaining chargesThis is unacceptable by any standards, and as such we informed the client that we would only be able to pay the offered settlement if it constituted a final resolution of the dispute

Complaint ID #: [redacted] - As we explained in our initial response, there was a third party system that prevented the programming from being effective after a period of timeThis Lo Jack anti-theft system is designed to disable vehicles that have been stolen or due to non-paymentDespite what the customer said in her second response, she was properly informed if the issue from the outset of the service, or we would not have done the service in the first place- Due to nonpayment on her part, the LoJack system prevented the original key from working, as well as new keys from being programmedNaturally, once she resumed payment, the original key began working againThis is by no fault of of the service we provided- Despite all this, due to the customers continued complaints, we sent a technician out on two more instances to look for further solutions, free of chargeThis was not warranted based on the invoice they signed, however we sought to go out of our way to resolve the issue and satisfy all parties

We apologize for the inconvenience this has caused, and recognize the frustration that may have come as a result of the poor communication between the office and clientIn this particular instance, the client had actually originally called another company, AMS, which acts as a lead service, who out-sourced the work to us because we have better coverage in the areaTherefore, I cannot account for the poor service you received over the phone, although I do sympathize and will do my best to rectify the situation and prevent it from happening in the futureWe do, however, accept responsibility for the delay in getting the technician back out to you in a reasonable timeThe technicians hesitancy stemmed from the fact that the lock seemed to be working with no issues for two months, prior to us being called out againNonetheless, we do honor our warranties, and dispatch did instruct the technician to return; his unwillingness to do so in a prompt fashion is being taken very seriously, and will affect our ability to work with him in the futureSome of the communication issues seem to stem from the fact that our office, as well as the technician, did attempt to contact Beverly, but received no answerWe schedule open jobs for follwhen we do not get an answer, which explains why we did not call again until the next day, after which it seems she had already gotten it fixed by another companyWe would be more than willing to refund the disputed amount of $60, and will additionally provide 15% off on any future services you may wish to receiveI attempted to contact the client directly to make arrangements for this refund, but was unable to reach Beverly through the numbers provided, or the one we have on fileAgain, please accept my sincerest apologies for the inconvenience, and I will contact you again tomorrow to make arrangements for the refundThanks you, and if you have any questions, please feel free to contact me directly at the number belowSincerely, [redacted] Office Manager [redacted]

Complaint: [redacted] I am rejecting this response because: because they acknowledge that they shorted out the initial part that caused the other damages to my windows ignition EtcThey were not here to witness what the technician did I was here and so was my mom my car worked perfectly fine and I used on September 10th with no problems I am willing to take this issue to court because I know I will not lose out on the $and I am willing to let a judge rule to see who he believesSecond they did not send an experienced technician with the right tools the first time as it states on their websiteIf the vehicle has an aftermarket radio this is something that is well within their expertise and they should have brought up to me before beginning work on my vehicle Regards, [redacted] ***

Complaint: [redacted] I am rejecting this response because: We were never told that the key programed for the van was a temporary fix to our problem of losing the orginal keyWe paid $for this key this company provided us withWe had no idea that the employees of schlitterbaun would find the orginal key and that I was able to talk to them to ask them to mail it to meAs far as us owing a payment on the van has nothing to do with their key not working to start the van as I had already spoke the company I make payments to and the day their key stopped starting the van I again contacted the company I pay my payments toThey made sure that there was no reason on their end why the key wouldn't start the vanA tech from the company did come out and attempted to program another key It also kept saying bad keyMy van stayed parked for a week until I received the orginal key in the mailThe first time I tried the orginal key the started and it never said bad key across the odometerI still have the key Pros on Call programed for the van and it still doesnt start the van We were under the impression that the key they programed for us was a permanent fix to our problem as if the orginal was gone for goodI also have always thought when a locksmith makes a key for a customer it becomes a permanent solution to your key problem Thank you for your time Regards: [redacted] Regards, [redacted]

We apologize for any miscommunication; however we need to note that the customer had made attempts to open the door herself which prevented the technician from following standard procedure in the lockoutAdditionally we would like to stress that all of our callers are given very a standard, very clear explanation of how we chargeOur office quoted the customer the service call fee and a minimum price of $30, depending on what the technician finds on siteDue to the variable nature of the factors involved, the technician always needs to come out and take a look in order to determine the final priceCustomers are given the price before any work is completed, to which they can choose to agreeAs such, the technician explained the charges to the customer and the customer signed the invoice agreeing to them

While we apologize for any rudeness our technician displayed in the follow up meetings, there were initial issues with the vehicle that rendered the service temporary, which the customer was aware of prior to serviceDue to non-payment on the car, the car was disabled by LoJack Recovery SystemThe technician agreed to provide a key with a back-door method to get around the LoJack system for the purpose of getting the customer home, however the security measures prevented him from being able to provide permanent programmingThe technician even returned to the customer free of charge to make another attempt at programming a new keyUltimately, the customer was completely aware that this was a temporary service and our technician went above and beyond to assist the customer in getting home

After an attempt of some local car thief trying to take vehicle, some minor damage was done to ignition cylinder and police noted it would need to be replacedWent online to make an appointment for the next day with Pros on callThey lost original service order (Red flag #1)Re-scheduled for early AM but after numerous calls to Pros-On-Call on tech missing appointment they assured me they were on their wayLocal tech arrived over hours later from set appointment time (Red flag #2)Service to replace vehicle ignition cylinderTech had me sign two sections of work order prior to performing job since he was running behind on that days jobs and by this time it was pmNeedless to say one part was satisfactory job completion and release liability (again, prior to job being performed) (Red flag #3)They had to drill to remove cylinderDamaged ignition housing beyond use and far worse than thief did (Red flag #4) (have proof of before and after)After going back and forth with Pros-on-call for over a month blaming me that I caused/it was existing damage (Red flag #5) even though I sent them the before and after pictures of tech's job and without the use of my vehicle (borrowing friends and family’s cars), they finally attempted to fix damage done by techThey claimed they would not charge me for any of the repairs that would be performed to replace damaged partsYes, thank you for not charging me for fixing damages your company did (Red flag # 6)Never-the-less, vehicle would not startI had no other choice than to expense repairs myself after over a month with no vehicleVehicle dealer confirmed that their replacement part had internal damageSo, replacement part had internal damaged even though they claim to have bought it newWhen I sent them the bill for their part of the repair, they attempted to repay original service costService that caused more damage than prior to calling themFinally settled on a less than fair compromise, but was hands down the worst service experience of my lifeLicensed, insured and bonded, but do everything in they can to not pay outThey had to since I took so many pics of before and after anything they did and documented all emails, chats or any other type of communication I had with themMy biggest errors are not walking away after red flag #and signing prior to service being completed even if tech was in a hurryI would not recommend and all should avoid such low level of unprofessionalism

We apologize for the inconvenience this has caused, and recognize the frustration that may have come as a result of the poor communication between the office and clientIn this particular instance, the client had actually originally called another company,
AMS, which acts as a lead service, who out-sourced the work to us because we have better coverage in the areaTherefore, I cannot account for the poor service you received over the phone, although I do sympathize and will do my best to rectify the situation and prevent it from happening in the futureWe do, however, accept responsibility for the delay in getting the technician back out to you in a reasonable timeThe technicians hesitancy stemmed from the fact that the lock seemed to be working with no issues for two months, prior to us being called out againNonetheless, we do honor our warranties, and dispatch did instruct the technician to return; his unwillingness to do so in a prompt fashion is being taken very seriously, and will affect our ability to work with him in the futureSome of the communication issues seem to stem from the fact that our office, as well as the technician, did attempt to contact Beverly, but received no answerWe schedule open jobs for follwhen we do not get an answer, which explains why we did not call again until the next day, after which it seems she had already gotten it fixed by another companyWe would be more than willing to refund the disputed amount of $60, and will additionally provide 15% off on any future services you may wish to receiveI attempted to contact the client directly to make arrangements for this refund, but was unable to reach Beverly through the numbers provided, or the one we have on fileAgain, please accept my sincerest apologies for the inconvenience, and I will contact you again tomorrow to make arrangements for the refundThanks you, and if you have any questions, please feel free to contact me directly at the number belowSincerely, *** Office Manager ***

Please pass along my mailing address to Pros on
Call, LLC.: *** *** *** ** *** ** ***
I have reviewed the response made by the business in reference to complaint ** ***, and find that this resolution is satisfactory to me as long as I receive my refund within days.
Regards,
*** ***

Thank your for contacting us ***The following is our response: As we make clear on our calls, as well as our website, most of the time we are unable to give flat prices over the phoneThis is due to the variable nature of our business; our technicians need to take a look at the vehicle in
order to determine the locking and security mechanism, determine the tools and techniques required, and account for any potential damage that may occur during the service, for which we hold ourselves liable and would cover in fullOnce the technician has taken a look, he is able to give the final quote, which the customer has the option of refusing, should he or she choose to seek a another priceThe price is written out on an invoice, which the customer signs in agreement prior to us beginning the workWhen he originally called in, the client was informed that there would be a $service call fee to come out, and the labor for the lockout would start at $and up, to which the client agreedAs we record all of our client calls for quality assurance, this fact can be verifiedWhen the client called back the next day, we explained all of this to the client, but were unable to come to an understandingWe are prepared to offer a partial refund in the interest of customer satisfaction, however we cannot offer the full $as requested, as this does not cover our expensesWe would be more than happy to discuss this matter further and come to a satisfactory resolutionThanks

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: ***
I am rejecting this response because: their response is rude and inaccurate There is very little truth in what this collection agent is saying, and I am still very sure this company is scamming the it customers After doing research on-line, I am finding out that they have a long history of scamming people Very dishonest practices, and I refuse to pay for a service that was a scam from the beginning I was at a wedding and out of town, and that is why I could not call them until I was at the airport, which I told the technician This company is disorganized, dishonest, and they have uneducated, incredibly rude employees
They have harassed me, texted me over and over, yelled at me, tried to intimidate me, called me over and over and all contact is without any professionalism
Regards,
*** ***

Unfortunately this issue occurred while we were undergoing a system software change, and for that reason it slipped through the cracks for far too longI have spoken to the customer and expressed my sincerest apologies, and am sending him a refund check for the full amount that he paidThe issue
has been resolved directly with the customer.Thank You

The customer has provided a misleading statement to the Revdex.com in order to try and get money back
First of all, she was told $service all fee plus $AND UP to open the carIn my office, the dispatchers always specify that we only give starting prices because there is no way to
know the exact complexity of the situation before going out, and the licensed tech is the one who actually determines the price.
Second, the technician went out and told the customer (or her daughter in any case) the price before doing ANY workThere was no dispute, her daughter agreed, signed the invoice, and let the tech do the work for the charges he requested.
Third, when the client contacted us about the service, she was completely unreasonable in her approach with usI was the first person to speak with her, around 3:PM on the 31st, and she was immediately screaming and cursing at me, claiming that we were a scam who had taken advantage of her "little girl", and that she would not rest until she received a refundI explained to her that it was a subcontracted technician who did the work, and that if her daughter is years old and signed the invoice, not only BEFORE ANY WORK WAS DONE to authorize the work and charges, but ALSO AFTER it was done, saying that it was satisfactory.
The customers claim that a women spoke to her claiming to be the owner, and hung up on her, is a complete and total fabricationI am the primary person she spoke with and I clearly have a male voiceAfter speaking with the client, she demanded to speak to the ownerI explained that the owner takes no active role in the business and that I am the top of the chainShe simply did not believe and said she would call over and over again until an owner was available and she hung up on me
After that, I witnessed her call my office upwards of times, and observed as my dispatchers attempted to calm her down, offered to file a complaint for her and submit it to work on getting her a partial refund from the company and technicians, etcBUT the customer was still screaming and cursing, and would not accept anything but to speak to an owner, which was and still is impossibleI am the CEO and the final decision maker for all the businesses activitiesI eventually instructed them to ignore her calls so that she would not disrupt our very busy call center any longer - she was never "hung up" on.
The client handed over her credit card to her year old daughter, who agreed to charge what the tech asked for happily, and then upon realizing this, decided that she would call our business until we gave her money backWe still will not provide ANY refund to this customer, she should talk to her daughter if she has any problems with what was charged
Thank you,
***

We apologize for any miscommunication; however we need to note that the customer had made attempts to open the door herself which prevented the technician from following standard procedure in the lockoutAdditionally we would like to stress that all of our callers are given very a standard, very
clear explanation of how we chargeOur office quoted the customer the service call fee and a minimum price of $30, depending on what the technician finds on siteDue to the variable nature of the factors involved, the technician always needs to come out and take a look in order to determine the final priceCustomers are given the price before any work is completed, to which they can choose to agreeAs such, the technician explained the charges to the customer and the customer signed the invoice agreeing to them

Dear Mr*** *** ***,I sincerely apologize for the delay in responding to your complaintWe have recently undergone an internal reorganization to address communication issues like this, and I want to reassure you that our delay in response was not intentional, and that your
satisfaction is our foremost priority.Regarding the broken door, would you be able to send us pictures? We would be happy to send a refund for any damage we are responsible for, but as I'm sure you understand, I must do our due diligence in terms of ensuring its on our endIf you would like to provide us more details on the nature in which our technician "misinformed you of the situation" as you described it, I would be happy to look further into it, address any outstanding problems, and make sure my technician does not repeat this behaviorFeel free to contact us here, or through our e-mail: ***Thanks*** with Pros On Call LLC

The following is the response to the complaintWe have spoken to the client and come to a resolutionWhile it is not uncommon for certain lock out services to be around the client payed, we require our technicians to be upfront about their pricingOur website explains how we charge a $service
call fee to come out and inspect the vehicle, and the service itself will be a minimum of $We use this structure because of the variable nature of our field, and the wide variety of techniques that may be required to enter the vehicleIn this instance however, the technician did not explain the prices clearly to the client prior to doing the work, nor did he have the invoice signedIn this regard, we sincerely apologize, and will do everything in our capability to correct the situationWe have agreed to refund the disputed amount of $60, and the client has stated they are satisfied