Travel Union NA

Sent: Wednesday, April 20, 2: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 [redacted] vehicles)Since [redacted] stamps the code on the ignition, he pulls it out and discovers there is no code on the ignition eitherHe 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 doorsThe 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 carOur locksmith does as instructedHe installs the new ignition so the vehicle will startHe 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 phoneAttached are two documentsThe first is the Pop-A-Lock invoice for the serviceAt the bottom, the customer initialed that the work was complete and no damage occurred to the vehicleThe second document is the [redacted] D-form which the customer signedOn 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 just now received this email regarding this complaintI did not receive any prior emails.I will begin researching thisPreliminary search does not show we did service for this customer

I apologize for any confusion that occurred for the lock rekeyWe have a voice recording of the
conversation when the service request was madeIn the recording two locks were mentioned but it was not definitive that ONLY two locks would be rekeyedWhen the locksmith met Patricia onsite, he asked which locks to be rekeyedThe 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 rekeyIn the notes and in the voice recording there was nothing mentioned that said to call *** if there were any questionsOnly to call *** for paymentWhen a home is rekeyed, it is typical to rekey all the exterior doors so only one key is needed rather than multiple keysWe 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 locationBased on this, what would you like to do or what compromise can we come to?

Sent: Wednesday, April 20, 2:PM Subject: RE: Revdex.com of Houston and South Texas- Complaint regarding Your Business #*** 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 ** *** (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 eitherHe 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 doorsThe 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 carOur locksmith does as instructedHe installs the new ignition so the vehicle will startHe 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 phoneAttached are two documentsThe first is the Pop-A-Lock invoice for the serviceAt the bottom, the customer initialed that the work was complete and no damage occurred to the vehicleThe second document is the *** D-form which the customer signedOn 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 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.