SOS Locksmith

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Review: Sos installed new high security lock on my door for over $700. 1 month later it, cylinder falls out. I called the company, they say they are sending over tech. No one ever shows, I waited over 9 hours locked outside my apartment while SoS repeatedly ignored my calls. I called them over 25 times! I was forced to call another locksmith and pay an additional $550. Sos is the most unprofessional company and truly fraduelent. It is a joke and embarrassment to the Revdex.com that you have them listed as accredited. I wish to file a formal complaint and will look to seek further action if possible.Desired Settlement: Either refund my $700 or reimburse my $550.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: We spent close to 35k to install a high-end security system with SOS Advanced Security throughout our residence/home office back in May, 2013. After the security system was installed, we had to call SOS a multiple times to get help with wireless network settings of the monitoring program. But we were never charged for the follow-up service calls in the past and have never been informed of a potential service charge fee or signed any agreement related to service fee whatsoever. A week ago, we started noticing that the DVR is making a very loud engine-running like noise. We also recently changed the internet service provider so we had to get help to reset the network info in the security monitoring system they installed. We also had our Siedle handset (bought and installed by SOS Advanced Security as well) that hasn't been working for a while. So we called SOS's [redacted] operator, [redacted] as usual to schedule for a service. He responded as usual, simply asking what the problem is and when we wanted to have the technician to come over. When the technician showed up, he typed the new network info in the security monitoring system as well as looking into the handset device that was not working and he also explained that the loud sound coming from DVR was the fan sound and we shouldn't worry about the sound. In the past, every time he finished his service, he'd give us a description of service and ask us to sign for the service summary sheet. But this week when he handed me over the service summary sheet, there was $364.73 charge! That’s when I became absolutely perplexed and asked him why I was being charged for today’s service when I’ve never been charged for the service calls in the past. Also, I asked him why I was never been informed from the [redacted]) when I called him that I will be charged $200/hr for the service call? The technician politely told me to call the office to inquire more on that matter and when I contacted the [redacted] operator, he almost immediately transferred the call to the account executive (aka the sales guy whom sold the service to us initially last year). The account executive, [redacted] had been such a sweet-talker when he was pitching for sales back then. But the same ‘[redacted]’ I was talking over the phone this wk sounded like a completely different person, extremely rude, aggressive, and condescending, saying things like, “did you really think that it’d be free when we provide service?” accusing me as if I am the crazy person. When I asked him why I've never been charged for the past service calls and today I was slapped with $200/hr service charge that I've never been informed of. His reply was that the past service was ‘early’ stage which doesn't make any sense to me and that today’s service was due to us changing the internet service provider so it’s not their problem. I clearly explained to him that today’s service call was due to several issues, including not only typing in the new network info in the security monitoring system , but also the handset device that was not working at all as well as the dvr system which was making weird, engine sound with vibration. Most of all, I told him that I would have reached out to one of my tech savvy friends if I had been informed that I'd be charged with $200/hr service fee for simply typing a new network ip address in the system! [redacted] G then said he will give us a deal and I can pay 'just' $200 for today's service. By then, I've had enough with him and just wanted to end the non-sense conversation with this unprofessional and rude man. So I told him that I WILL cut him a $217.75 ($200+tax) check today, however, I will be reporting this incident to Revdex.com and other online community sites to prevent other innocent customers from going through the same experience as I had today and I hung up the phone. 1 minute later, [redacted] called back and wanted to 'bribe' me, saying that he didn't want me to write anything on Revdex.com and asked me not to write or report anything on Revdex.com and in the exchange, he will make the fee a flat $200 without charging the $17.75 tax. Of course, I was furious by what he was suggesting and said absolutely no since it wasn't about the money any more. I just wanted to protect the potential customers who might go through the similar experience as I had. When I said no, [redacted]started raising his voice, saying nobody would believe my review because they already have A+ rating with Revdex.com anyways and he wouldn't care whether I report to Revdex.com or not.

If you or you know anybody who might be considering to hire SOS for any job or project (small or big), please stay far far away from this deceptive business. They will be extremely nice and sweet-talking until you hand them over the check/payment. Once they have the money in their account, you’re pretty much left on your own since there is no such thing called ‘follow-up customer service’ in this company and you might be lucky if they don’t charge you a $200/hr for follow-up service which you won't be informed of until the service is already done. And when you complain, you will be treated like a crazy person who expects this whole world to be complementary by their account executive/sales person named [redacted] That's all I have to say here.Desired Settlement: SOS should acknowledge and apologize to me in writing (by email) that they failed to inform me about the service charge ($200/hour!!) when I called them up to help with resetting up the security system's network, a noisy DVR, and a defective super-expensive Siedle Handset unit. They also should re-educate the [redacted] to always notify the customers upfront about their service charge prior to sending their technicians to customers. Most of all, SOS should teach their account executive (JG) how to interact with customers. This guy seriously needs to learn the basic etiquette of dealing with customers.

Consumer

Response:

Please revise my settlement to:

SOS should acknowledge and apologize to me in writing (by email) that they failed to inform me about the service charge ($200/hour!!) when I called them up to help with resetting up the security system's network, a noisy DVR, and a defective super-expensive Siedle Handset unit. Also, SOS should provide me with a clear explanation of why they charged me the service fee this time,but never in the past. Please be advised that the most recent service call was made for resetting the network info in the security monitoring device (due to us changing the internet service provider), BUT ALSO due to the defective security monitoring handset AND malfunctioning DVR which was making a constant, engine-like noise.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,