Complaints

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• Initial Complaint

  Date:03/12/2025

  Type:Delivery 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.

  I will never call this company in life PRO ON THE GO LOCKSMITH ****** call the main number and they give my number to the one out in the field so the one in the field told me it's going to be an hour cause he said I have to stop and get some gas so l told him I'm going to cancel the service order for a lockout So meanwhile ***** ******** manager shows up and I tell him I canceled the order with the gentleman who is in the field working with him in the field with his boss he tells me how I have to pay him for his time and his gas for coming to my house I went off ***** ****** When I spoke with the one in the field he should have communicated with ***** ****** about the order being canceled Look over any typos VERY ****** OFF

  

  Business Response

  Date: 03/26/2025

  Dear customer,

  
  

  Were truly sorry to hear that your experience didnt meet your expectations. However, we would like to clarify that you were never charged for the service, as you decided to cancel before any work was completed.

  
  

  As explained during the call, our technician was already on the way, and according to our policy, a $20 cancellation fee applies to cover time and travel expenses. Since you did not agree with this fee, our technician respectfully left the location without charging you anything.

  
  

  At Pro On The Go Locksmith, we value transparency, professionalism, and respect in all of our customer interactions. We appreciate your feedback and will use it to continue improving.

  
  

  Sincerely,

  ***** ******

  Pro On The Go Locksmith

  Customer Answer

  Date: 03/26/2025

   
  Complaint: 23047074
  
  I am rejecting this response because:

  That's not what happens

  I spoke with a pro locksmith who was out in the field technician and explained to him I wanted to cancel my service he told okay

  When I stood outside the boss showed up on my property he explained to me he left his office to come to my house and I explained I canceled with his field technician on the phone I never asked the owner to show up on my property and say those things to me how I have to pay him for his gas and his time for coming to the property and NOT ONCE HE claims I HAD TO PAY FEE FOR COMING OUT OF $20.00 when I call the main office and spoke with the owner of Pro locksmith he told me it will be ***** dollars also this was never said even in the phone conversation when I placed the order with ProLocksmith 

  
  

  This Pro locksmith owner belittled me so badly on my property about how I needed to pay for his gas and his time for coming to my house and this went on for about 10 minutes he only left because another locksmith pulled up to my property

  This was so unprofessional of Pro locksmith boss to show up on my property and speak to me this way

  
  Sincerely,
  
  *** ****