Complaints

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.

• Initial Complaint

  Date:20/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In February 2023, I lost the keys to my mailbox. I live in a condo and contacted the property management company ****** ********* **********. They told me to contact Custom Door and Lock as they have a contract to service my building. A locksmith came and I paid $198.82 (*** ******** *******). But the next morning the new lock did not work properly.  After the mail person opened and closed the bank of mailboxes, mine only partially closed. I contacted Custom Door and Lock again. Send photos they said and I did (*** *** *** ******* *** **** ***** *** **** *****). They came out a second time. It was a different locksmith that time and he told me the first person had not installed the lock properly (it was under warranty - *** ********). But the next morning after the mail was delivered the lock still did not close completely. I contacted them again. This time I was told that someone had tried to break into it. There was no evidence of that according to the mail person from ****** ****.  I tried a fourth time, send photos they said.  Finally, I gave up and asked for a refund which was denied. "No warranty on vandalism" was their reply.   They emailed me to say "we offered the professional perspective and it appears you do not want to take the proper route".  The proper route they said is another visit and a meeting with ****** ****. I already consulted ****** **** and was told they are not responsible for the bank of boxes and there is no evidence of vandalism involving mine. I want a refund so I can get another company to install a lock.

  Business Response

  Date: 22/08/2023

  We attended site to replace a mailbox lock. The client paid. They called back and said there was "some play" in the door...it "seemed loose". We reattended and installed a different mailbox lock at no charge to the client. We suggested that there may have been some tampering with the lock/door...but did not suggest that it was the client. We suggested that we attend again, at no charge, with ****** **** so they could open the whole bank of doors so we could have access to the inner frame which is likely causing the "play" in the door. The client did not want to take this route. We have been installing mailboxes and mailbox locks for decades and are very well versed in this scope of work. We offered the best salutation possible, without any additional costs to the client and they declined. I believe the client was in the process of selling the unit or moving, which may have been overwhelming at the time, but we did offer the best solution possible.