Complaints

This profile includes complaints for Affordable Lock & Security Solutions's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Affordable Lock & Security Solutions

  13908 N Florida Ave Tampa, FL 33613-3231

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  Affordable Lock & Security Solutions

  111 N Kings Ave Brandon, FL 33510-4301

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  Affordable Lock & Security Solutions

  1300 S Belcher Rd Clearwater, FL 33764-3713

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:06/16/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  We were told that the cost to install locks would be $214 for the first hour and the rest would be billed at something like $35 per quarter hour ( can't remember the exact figure for the quarter hour). We provided the hardware and the installer was there for close to two hours. He charged us an extra $***** to rekey the locks, which was fine. Charges below are from the invoice we paid. It seemed high at the time, but the guy did not speak English and could not explain the charges, so we just paid and contacted the office by phone. They agreed that we were overcharged the $****** (see below, mechanical lock service) but never explained what that was, just that it was a mistake and they would refund the money. Later they said they would refund only $45.25 (see their email to me below) They said they billed only 2.5 hours but guy was here for **** hours. He was there around two hours. I'm not even disputing the charge for 2.5 hours, just want the money they promised us back.Email from Affordable ******************************* was incorrect, I thought that the over charge was $146.00, but, after my supervisors reviewing the invoice you were overcharged the $45.25.When I reviewed the invoice, I did not notice that our tech was on the job for **** hours, which we only billed for 2.5 hours.Invoice from Affordable Lock & Security:Reported Issue - Customer has HW for all items needed to be installed.--FD needs door handle and dead bolt installed -- side door needs doorknob with push button installed **** Mechanical lock service. Includes first half hour labor. ****** ****** **** Service to Install Hardware Provided by the Customer. Includes First Hour of ****************** Needed time to install 4 lock. ****** ****** **** Rekey lock cylinder ***** *****

  Business Response

  Date: 06/22/2023

  ******************* - I was just made aware of your post and checked the invoice for the work completed at your home. We installed 4 locks for you that we were at your home for almost 3 hours. We do charge for the time we spend working. We did not charge you any extra. I understand the amount you were quoted on the phone was less than the final bill however it is very hard to know exactly what work needs to be done until we arrive on site. Usually the technician will let you know if the final amount will be more than quoted, but sometimes it is hard to know until we get working. We charge a fair amount for the work we do as you can tell from our 4.8 star rating from our customers. If you would like to discuss this further, please call my office ************ and I will be more than happy to go over the details with you and the technician that completed the job. Thank you, *************************, Owner

  Customer Answer

  Date: 06/27/2023

   
  Complaint: 20197223
  
  I am rejecting this response because:

  Thanks for responding. I would prefer to keep our communications public on the BBB site. Are you saying that the $214, $146.50 and $135 charges, which are all labeled differently are all hourly charges?

  I was told it would cost $214 for the first hour and I think $145 for each hour after that. I can't prove that the installer was not here for almost three hours, though I believe it was quite a bit closer to two hours than three as I was calculating the cost in my head when we passed hour number one and was expecting to pay around $300 ($214 plus a portion of the second hour charge). I was shocked when the cost came to over $500.

  When I called your office and they admitted we were overcharged, I figured it was that $146.50 inexplicably labeled "Mechanical lock service. Includes first half hour labor."  since there was already a $214 charge labeled "Service to Install Hardware Provided by the Customer. Includes First Hour of ******" a $135 charge also inexplicably labelled "Needed time to install 4 locks." Your office agreed that it was that amount I was overcharged and said they would send a check. I didn't receive it and then was told that you would refund only $45.25 and that a check was being cut and would be mailed on June 12. I have yet to receive even that amount. I am wondering if I am going to get a check at all now.

  Business Response

  Date: 07/04/2023

  The owner has been out of town on family issues. This will be handled properly as soon as he returns. Thank you

  Customer Answer

  Date: 07/12/2023

   
  Complaint: 20197223
  
  I am rejecting this response because: I'm actually not rejecting the most recent response because it simply said the owner has been out of town. That's fine. The BBB just requires that I respond to the response, and gave me only the option of accepting or rejecting.
  
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