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:12/03/2023

  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.

  November 17th, 2023.The night of 11/17/23 I lost my keys in a retail store and could not find them. It was my only key fob and I had no way to get home and I was an hour away. I reached out to ****** in hopes that they could help me, but alas they could not. I reached out to a locksmith near me I found online called ***************, also referred to as Sure Lock & Security LLC. The technician came out after a few a hours his name was ***** but he did not provide me with a last name. He sold me an after market key in replace of my missing key fob. In total my bill came to $329. I had to use a payment plan through a credit company called SunBit because I could not afford the entire payment off the bat. I spent hours in a dark parking lot waiting for him to figure out the key fob situation. After a few hours I was given a key that was supposedly calibrated to my car and would be fine to use from here on out. After ***** left, I started my car and saw that my Theft Detterent System was inactivated. He saw that but did not tell me anything about it. I called onstar and they told me go to the dealership and get it recalibrated as the after market key I was sold would NOT calibrate to my car. I got home and tried to fix it but there was nothing I could do. My car wouldnt start and I had to figure out how to get home. The next day my car would not start either and after calling Onstar and Freeway Chevrolet, I was able to start it and get it to the dealer. I had to pay another $400+ to get 2 brand new key fobs and go have them calibrated go my car as well as fix my theft system. I have called this locksmith company MULTIPLE times since 11/17/23 and they give me a run around. They refuse to give me a refund and stop payments. I just called them again and the supervisor and technician refuse to call me back and address the situation. I have been cordial but I am not getting anywhere. They will not help me and I am so frustrated. I hope someone can help me! Thank you!

  

  Business Response

  Date: 07/31/2024

  Better Business Bureau
  
  
  Dear Better Business Bureau,
  
  Thank you for notifying us about the complaint filed by client. We have reviewed the details of this case thoroughly and wish to provide the following information regarding the situation.
  
  Our technician, *****, attended to the clients service request on November 17, 2023. We made several attempts to contact the client to address any concerns they had. Unfortunately, these efforts did not receive a timely response, and the client did not inform us of any immediate issues with the key fob calibration before proceeding to the dealership.
  
  It is important to note that we were not notified of the issues with the key fob calibration until after the client had already engaged the dealership for further repairs. This limited our ability to address the problem directly and resolve it in a timely manner. As such, we were unable to provide a refund, as we were not given the opportunity to verify and rectify the issue ourselves.
  
  We are committed to resolving issues related to our services and are willing to assist if the fault lies with us. However, since the client chose to seek a resolution from another service provider, we were unable to address the problem before the clients decision to proceed with alternate repairs.
  
  We remain open to further discussions with the client to understand and rectify any shortcomings on our part. We would appreciate the opportunity to resolve this matter amicably and to ensure client satisfaction.
  
  Thank you for your attention to this matter. We look forward to any further correspondence and hope to resolve this issue to the clients satisfaction.
  
  Sincerely,
  
  Customer Support Team 
  Sure Lock & Security LLC

  Customer Answer

  Date: 07/31/2024

  I love how you guys decide to respond MONTHS after the situation subsided and I was forced to pay off the entire key fob situation. I have proof of your lack of responses. I called multiple times a day for weeks on end. I dont know why you bothered to wait until now to even respond when you couldnt call me back when I first experienced the issues. Also, No, I did not wait to reach out until after I engaged with the dealership because I had absolutely no choice but to contact the dealership as you guys 100% completely refused to support or assist me. I was unable to drive my car as I could not start it with a malfunctioning key fob, I had no voice to pursue a dealership as your company refused to assist me whatsoever. Your establishment is entirely fraudulent and beyond ridiculous. Your staff and technicians have zero respect for your clients and you are extremely money hungry. Cant believe you are a BBB accredited business! And that you lie so heavily about your clients when they have full-fledged proof of your negligence.

  

  Business Response

  Date: 08/01/2024

  Dear BBB,
  
  We are writing to address the recent response about service provided on Friday, November 17th, 2023. As stated on our invoice, we offer a three-day warranty for the key. Upon receiving the first call regarding the issue, we informed the technician to return the call. He attempted to contact the client on Sunday, November 19th at 5:27 PM, but was told that they were at work and would return the call. The technician made further attempts to reach you the same day and the following day at 7 PM, but each time, the call went straight to voicemail.
  
  On the third day, the technician tried again at 5:29 PM, with the same result. On the fourth day, the technician finally reached you, but you mentioned that you had just gotten off work and would call back. He expressed that he would be waiting for your call to replace the key. Unfortunately, we did not receive a call from you that day. The following day, the technician called at 7:50 PM, but again, the call went straight to voicemail. The same situation occurred on the subsequent day, despite the technician's multiple attempts throughout the day (four times in total).
  
  Two days later, we received a call from you requesting a refund because you had gone to the dealership. As previously mentioned, we offer a three-day warranty, were willing to resolve the issue at no cost, and made several attempts to contact the client.
  
  We have recordings of all the calls and can provide them upon request. As a gesture of goodwill, we can offer a $50.00 refund. However, we cannot consider a full refund given the circumstances.
  
  Please let us know if you have any further questions.
  
  Best regards,
  
  Customer Support Team