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:03/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  The lock core came out of my front door, I searched locksmiths in my area and Sundial came up first. Their website showed they were open on Sun 3/9 until noon. I called the number and ask if they had a ***** location as this was a Phx location. The person said they were mobile and would come to me. I explained in great detail I was perfectly fine removing the lock set from my door and taking it to them the following week during normal business hrs. And that I DID NOT want to pay for a home visit and certainly not an emergency or weekend visit. They assured me this would not happen, I agreed. Ten minutes later another person called me and ask for my address, I told him I was fine taking the lock to the ***** location Mon. As I re-emphasized I DID NOT want to pay for weekend or emergency/mobile service, he assured me they were a mobile service and I would not be charged as such. He arrived 30 minutes after the phone call, was not in a vehicle marked Sundial nor was he in any kind of uniform. He quickly and efficiently changed the core out and keyed it to my existing key. Then he said the charge was $265, I thought this was high for a non-emergency service, he assured it was not. He said they charged 4% for credit cards but could take cash or Zelle. I scraped together the cash and paid him. The receipt he provided was a text receipt from unlock locksmiths. Receipt was NOT from Sundial, and there was no explanation of charges, parts, labor etc. I called Sundial Monday morning for an explanation and was assured a manager would return my ******* call Monday or Tuesday, so I called back Wednesday, and Ki called me back and said he would look into it and have someone get back with ***** call back Wednesday so I called Thursday and they said a manager would get back with me. Today is 3/17 and Ive called the business 3 times and still no one has called me back.If charged wrong I would Iike the appropriate refunded to me. At the least an explanation

• Initial Complaint

  Date:11/24/2024

  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.

  -11.24.24 7:00pm Business had called and rescheduled 3 times. They were supposed to be there at 3 pm. Technician began working on car. I told him how I needed to go pick my kid up asap. I had my newborn with me. My father (who had stolen my keys) came out and offered the tech $90 to leave me stranded. The tech accepted the $90 and left me stranded 50 miles from my kid with a newborn too late to call another company. Costed over 100$ just to get home and I still need to go back and pay another company. This company has caused me to suffer financially because of their own greed. They didnt even send another tech out or do anything to rectify the situation.

  

  Business Response

  Date: 11/25/2024

  Thank you for reaching out regarding your recent experience. I want to provide some clarity about what occurred during the visit.
  Our technician, ****, arrived at the scheduled location and began working on your vehicle as planned. During the process, a gentleman who identified himself as your father approached the technician, explaining that the vehicle was on his property and that an intervention was underway. This person offered our technician money to stop the service, and both you and your father asked our technician to leave.
  Given the circumstances, which involved family tensions and conflicting requests, our technician made the decision to disengage from the service for everyone's safety and well-being. Our technicians prioritize professionalism and safety above all, and in this situation, it was necessary to avoid escalating the conflict.
  We understand that this situation has been challenging, and we want to clarify that our technician followed what he believed were the appropriate instructions under the circumstances presented at the scene. If there are additional details you would like us to consider or if there is a need for further assistance, please feel free to contact us.
  Thank you for your understanding.
  Best regards,
  The Sundial Team

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Called Locksmith for a vehicle lock out issue.
  We gave the correct address and they were over an hour late because they somehow got the wrong address.
  The tech spent 10 minutes and managed to get the trunk open and would NOT climb through the trunk and unlock the doors or retrieve the keys and still charged us full price $95, gave some excuse about liability and left after getting paid. Wife called to complain and request a partial refund, they said they would call back and they didnt.
  Waited 1 more day and called back and they were unwilling to work with in a reasonable or respectful manner. They offered like a $5 discount on a new key. requested over and over to speak to someone in charge. We were hung up on, yelled at, and after stating that we were going to write a bad review they told us to shove our review up our ASS and then called back to yell some more and not offer any apology or anything.

  

  Business Response

  Date: 05/09/2023

  Dear ****  or should I call you ******?

  I am writing to respond to your recent review of our locksmith service. I would like to start by apologizing for the negative experience you had with us. However, I feel that your review lacks some essential details that I believe are important to consider.
  Firstly, I would like to clarify that the vehicle in question was heavily damaged, with missing handles, broken parts, and was overall inaccessible. As we explained to you when we arrived, our job was to unlock the car, and we do not perform any repairs or access the vehicle's interior unless requested and for an additional fee. In this case, we offered to crawl into the broken, trashed, and dirty vehicle for an additional fee, which you declined.
  Moreover, I would like to address the issue regarding the 13-year-old boy who climbed through the trunk to access the vehicle. While we appreciate your resourcefulness, it is not something that we recommended, nor did we request it. It was your decision to have the boy crawl into the trunk, and we take no responsibility for it. As a professional locksmith service, we do not condone any behavior that may put the safety of our customers or their property at risk.
  Regarding the behavior of our staff, I am deeply sorry for any inappropriate language or unprofessionalism you may have experienced. We pride ourselves on delivering excellent customer service, and we understand that locked keys can be frustrating, which is why we try to respond as promptly as possible. However, we are human, and sometimes, we may fall short of our customers' expectations. We appreciate your feedback, and we will use it to improve the quality of our services.

  

  Business Response

  Date: 05/11/2023

  We have processed a refund of $95 to your wife's Venmo account. We sincerely apologize for any confusion that may have arisen during the course of our service.

  Customer Answer

  Date: 05/17/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  
  
  Regards,
  
  
  
  **** ******