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:11/02/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 pop a lock 10/19/2022 to unlock my truck door. After he had to go with "plan b" to open my door the right passenger door wouldn't open from the outside. I could open it from the inside, not the outside. I called their customer service number waited ***** hours and no call back. Called again 10/26, to which I was told it was never documented I called the prior week. Waited again. No call back. I took my vehicle to the mechanic (Elite Automotive) who reached out to them and was able to talk to them. ***** called me and said " **** the tech who serviced the vehicle shouldn't have used that method on my door and he will make this situation right. Pop a lock said they wanted to evaluate the door before anything was done. They no showed on Friday 10/28. Said bring it back to the shop Monday 10/31. They did show up and ***** the owner told the mechanic to send an estimate. The estimate was sent on 11/1 to which ***** denied it and said they won't pay to fix the door. I called the owner multiple times with left messages and no returned call. I payed $324 to fix this door that their company broke in addition to the $69 service fee. These are the numbers I have reached out to ***** ************ ***** ************ **************** ************

• Initial Complaint

  Date:09/17/2022

  Type:Product 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.

  Two days ago I ate lunch with my cousin at our local mall in Lakeland, FL I thought I locked my keys in the car and had the restaurant call a local locksmith. Pop a lock arrived and as he was positioning himself at my door to pop the lock my cousin emerged from the mall screaming my name saying the keys were in her purse. I am hard of hearing so I asked him to wait a moment so I could see what was going on and he looked right at me and said "sorry I gotta get paid". I was appalled that he could be so greedy and tried to compromise with him and begged him to let me for his time and gas but not the locksmith Service. He became very agitated and extremely rude and threatened to call the police so I was forced to pay the 69.95 invoice. I am a disabled single mom and every dollar counts . I know the technician heard my cousin shouting that she had located the keys and he should have not went any further. I've contacted the owner via email with no response. Very disappointing and will never use again .

  Business Response

  Date: 11/04/2022

  Business Response /* (1000, 8, 2022/10/10) */ The customer called Pop-A-Lock to come out and open her vehicle. Our technician drove across town, completed the paperwork which included verification of her driver's license information and her signature authorizing us to open her vehicle, removed our specialty tools from the service vehicle and proceeded to safely open the customer's car. Our service call fee covers our time, gas, insurance, and other business expenses incurred to expediently reach the customer in need and was collected. The fee collected is our call-out fee to reach the customer and is not separate from the unlocking of the vehicle. Our business serves the needs of customers who have locked their keys in their cars or lost them entirely. We work hard to get to customers as quickly as possible to assist. When a customer calls and asks that we dispatch a technician to them, we assume they have exhausted other options to locate keys or gain access to a vehicle. Attached is *****'s receipt where she agreed to pay $69.95 when we arrived.