Sure Lock & Key

Initial Business Response / [redacted] (1000, 5, 2015/05/21) */ Contact Name and Title: [redacted] ***,Pres. Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @sbcglobal.net I took a call from Mrs. [redacted] in early May for the first time that she would like to speak to my service tech [redacted] and if he could... call her, I told her he was on the road everyday and was in the shop every morning from 8:30 to 9:15 and then leaves to do his calls and that I was the owner and could I help her with something and she said she just wanted to talk to ***. So I had [redacted] call her the next morning from the shop and Mrs. [redacted] didn't answer the call so [redacted] left her a message. Mrs. [redacted] called me later that day to tell me that she knew [redacted] tried to call her but she didn't feel up to taking the call at that time and wanted him to call her again. So I explained again that [redacted] is a service tech and would be best for her to reach him in the mornings at the shop between 8:30 and 9:15 and was there anything that I could help her with and again she just wanted to speak to [redacted] only. I don't know why she couldn't tell me the owner of the company that she had a problem with a job we did. How come she is just calling us about a job that we did 5 months ago on a lock that a customer would use on a daily bases to get your mail? She says she had the keys buffed off and that repaired her problem, we installed a brand new postal lock and two factory supplied code cut keys for her and would of tested the lock and keys on installation. Now if a customer is having a problem inserting their key in a lock it's usually that the lock needs to be lubricated to help the pins slide easier in the lock or could be user error on their ability to get a key into a small lock hole. At this point she says the keys work but she wants me to make her more keys for some reason. If Mrs. [redacted] would of contacted me about having a problem we would of sent someone by to check this lock out for her, I can't repair something if you don't call me and tell me about it. She paid $100 for service to come out and open the old lock and replace it with a new lock and 2 new keys, she received all that she paid for and we cover this work for 30 days after the work is completed. Don't know why she feels we did something wrong we provided what she paid for and everything works at this point,if Mrs. [redacted] wants to come to our store and have more keys made off her original keys, that do work, we'll make her 2 more keys, but again I can't help you with something if you don't ask for it! Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/05/23) */ (The consumer indicated he/she DID NOT accept the response from the business.) The response is not accurate. I called the company within a couple of days after the lock was installed, and told the man with whom I spoke that the keys were very rough and it was difficult to get them in and out of the lock. The man who answered never identified himself as the owner. However, he seemed highly insulted that I called and he assured me that [redacted] has been doing installations for 30 years and he doesn't make mistakes. He definitely did not offer to repair the problem. I put up with the rough keys and the difficulty until sometime in March and then I got disgusted and called and asked for [redacted] because he seemed like a very nice man who might come out and fix the keys or the lock. I called 3 or 4 times, and I did not tell the man who answered the phone (again, I did not know he was the owner)about the problem because I already knew what he would say. When [redacted] called me back, I had been in the hospital and early mornings weren't good. Last week when I was in Kansas City my son got the keys smoothed and they now work better. I will try spraying the lock with WD40. If that doesn't work, I would appreciate [redacted] coming by and fixing this lock, which still isn't rightSorry, Mr. Owner, but [redacted] should have come by after my original call in December and you should have listened to this customer when I called originally right after the lock was installed.

Initial Business Response /* (1000, 5, 2015/05/21) */
Contact Name and Title: [redacted],Pres.
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@sbcglobal.net
I took a call from Mrs. [redacted] in early May for the first time that she would like to speak to my service tech [redacted] and if he could...

call her, I told her he was on the road everyday and was in the shop every morning from 8:30 to 9:15 and then leaves to do his calls and that I was the owner and could I help her with something and she said she just wanted to talk to [redacted]. So I had [redacted] call her the next morning from the shop and Mrs. [redacted] didn't answer the call so [redacted] left her a message. Mrs. [redacted] called me later that day to tell me that she knew [redacted] tried to call her but she didn't feel up to taking the call at that time and wanted him to call her again. So I explained again that [redacted] is a service tech and would be best for her to reach him in the mornings at the shop between 8:30 and 9:15 and was there anything that I could help her with and again she just wanted to speak to [redacted] only. I don't know why she couldn't tell me the owner of the company that she had a problem with a job we did. How come she is just calling us about a job that we did 5 months ago on a lock that a customer would use on a daily bases to get your mail? She says she had the keys buffed off and that repaired her problem, we installed a brand new postal lock and two factory supplied code cut keys for her and would of tested the lock and keys on installation. Now if a customer is having a problem inserting their key in a lock it's usually that the lock needs to be lubricated to help the pins slide easier in the lock or could be user error on their ability to get a key into a small lock hole. At this point she says the keys work but she wants me to make her more keys for some reason. If Mrs. [redacted] would of contacted me about having a problem we would of sent someone by to check this lock out for her, I can't repair something if you don't call me and tell me about it. She paid $100 for service to come out and open the old lock and replace it with a new lock and 2 new keys, she received all that she paid for and we cover this work for 30 days after the work is completed. Don't know why she feels we did something wrong we provided what she paid for and everything works at this point,if Mrs. [redacted] wants to come to our store and have more keys made off her original keys, that do work, we'll make her 2 more keys, but again I can't help you with something if you don't ask for it!
Initial Consumer Rebuttal /* (3000, 7, 2015/05/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response is not accurate. I called the company within a couple of days after the lock was installed, and told the man with whom I spoke that the keys were very rough and it was difficult to get them in and out of the lock. The man who answered never identified himself as the owner. However, he seemed highly insulted that I called and he assured me that [redacted] has been doing installations for 30 years and he doesn't make mistakes. He definitely did not offer to repair the problem. I put up with the rough keys and the difficulty until sometime in March and then I got disgusted and called and asked for [redacted] because he seemed like a very nice man who might come out and fix the keys or the lock. I called 3 or 4 times, and I did not tell the man who answered the phone (again, I did not know he was the owner)about the problem because I already knew what he would say. When [redacted] called me back, I had been in the hospital and early mornings weren't good. Last week when I was in Kansas City my son got the keys smoothed and they now work better. I will try spraying the lock with WD40. If that doesn't work, I would appreciate [redacted] coming by and fixing this lock, which still isn't rightSorry, Mr. Owner, but [redacted] should have come by after my original call in December and you should have listened to this customer when I called originally right after the lock was installed.