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Business Profile

Locksmith

Lock Surgeon

Headquarters

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BBB Accredited BusinessA+Rated by BBB

Complaints

This profile includes complaints for Lock Surgeon's headquarters and its corporate-owned locations. To view all corporate locations, see

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Lock Surgeon has 2 locations, listed below.

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    Customer Complaints Summary

    • 3 total complaints in the last 3 years.
    • 2 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:30/10/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On October **** 2024 my wife and I went to the location at **** ** avenue ne Calgary to inquire about new lock for front and back door of the house. We agreed on a pair for around $*** plus installation. we asked about the installation cost and the salesperson said " well under $**** including the locks". so, we scheduled a time for October **** for installation. The installer came and showed me the locks and they were the right ones. He said he was going to his truck and do the invoice before starting the work. He came back with his pad and showed me the invoice with a total of close to $****. I immediately said this is not as agreed and we don't have this kind of money. He went outside to call someone and came back with one less hour on the invoice, I told him it is still way to much and to leave. He refused to leave and said I MUST pay the service call fee of $******. I told him this was terrible business practice, and no one told us in the store. I payed with Master Card to have him leave. He left an invoice, see attached, under the outside mat. ( see the installer notes on the invoice) I called the office number right away, but dispatcher said it was policy, cannot help. I went to the store yesterday; they said I need to contact head office. Need refund on master card before October **** 2024, date we need to pay our credit card. we cannot afford interest.

      Business Response

      Date: 06/11/2024

      I'm sure this is a disappointing and challenging event for you. While we discussed things in the store it was clear that you wore hearing aids so words were said loudly. However it wasn't until you were leaving that you mentioned it was also necessary for you to see a person's lips move in order to get the full understanding of what was said. No doubt this is where things became confusing for you and you did not receive all the information that you hoped to get. While we did make an effort to communicate loudly, we were unaware of any other challenges you may have. It's hoped that your future interactions work out better, likely a good idea to let those you are working with know upfront what your hearing challenges are. 

      Customer Answer

      Date: 06/11/2024

       

      Complaint: ********



      I am rejecting this response because: My wife was present during all conversation and she also understood the same as me. also, I use live transcribe from my cell phone.

      It was all understood that the total would be under $****, which was not the case. It is incredible that you make this a misunderstanding because of my disability.

      which can only means that you intended to do wrong.

      We are expecting the credit before November **** 2024, at which time we must pay our credit card.



      Sincerely,



      *** ********

      Customer Answer

      Date: 15/11/2024

       Hi ***,

      I have yet to hear back from the business after my rejection.


      Business Response

      Date: 15/11/2024

      Lock Surgeon does business with and for thousands of customers yearly. We remain prepared to complete the job that you needed done. No we do not discriminate against nor take advantage of anyone. Wish this had all gone better for you but the decisions are being made by you. Should you wish to check our prices you will find they are the same today as what they were the day you had our technician come to your jobsite.

    • Initial Complaint

      Date:23/07/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I requested this company to come out for a quote to change a door handle. They arrived at my door unannounced without confirming with me that I still wanted them to come. They gave me a ridiculous quote for work I wanted done, which was a new door handle. He quoted me approximately $*** for labour plus a $*** "service fee". It takes about ***** minutes to change a door handle. Every other company I hire to do work at my house waives the service fee if they actually do work for you. Why would you pay a service fee "to pay for their staff" plus a $*** labour charge. Seeing as they were so obviously gauging me I declined their service. The guy still wanted to charge me the $*** service fee. I felt pressured to pay the service fee and that I was being ripped off by this company as I was given the choice between paying a huge amount for a service or paying a service fee.

      Business Response

      Date: 25/07/2024

      As clearly stated on our incoming phone calls, which are recorded and make note of the service fee that is applied to each and every job, you were notified of the cost involved in our technician coming to your site to review the hardware challenges you were having. We do not live in a world where free is an option. The technician needs to be paid, the truck has inherent costs some of which include, payments, insurance, maintenance, fuel. As per Alberta labor laws and our company policy the technician must be paid for all time spent addressing work and customer issues. As well as, there is a dispatcher, accounting procedures, training, management, taxes, WCB, insurance and the list goes on and on. Your statement has been reviewed and while you are disappointed in receiving free or discounted service, the technician did everything required, the phone system and dispatch notified you of the fees and and a text or message was sent to you indicating that the technician would be arriving shortly. At no time did you make an effort to cancel your appointment, which is of course your responsibility. It's hoped that your further interactions with service technicians meets your needs. 

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