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:12/01/2022

  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 and asked for price of an install of a door handle. Was told $75 by their customer service woman on the phone. I said perfect and has them come out. Technician came out and said he needed to do a fresh lock (new hole). I said I need to confirm with my husband please break down the price. I was told $280 for new hole plus the install price which he will give me a discount (never said what discount but i assumed a percentage off of the $75 price I was quoted). Said perfect and asked him to do the job. Once completed I was handed a bill for $740 saying that he charged me for 2 fresh locks that he had do (which he never mentioned he would have to do more than one nor there could be a variance in price) and a service charge which was never mentioned by the main office or by him. Then told $120 for the install which also was never told would be different. And whatever other small fees were added on top. I Was shocked and called main office and said I needed a manager to call. No one ever called me back but the tech said he would take off one install for confusion. There was no confusion i was lied to and scammed. I had to pay $470 to get him out and then emailed the office immediately trying to get a resolution since no manager ever called me back. I Would like to pay the $280 i was told plus the $75 install fee. They have a code of ethics on their website which was clearly not thought of during this service. I have no problem paying what I was told by the technician. But beyond that it isnt fair to be taken advantage of. It felt like an opportunity to tell a woman she was confused and then stand in my home til something was paid. Im sorry but This was not right and should not happen to anyone else. You quote something that is what is expected and should be paid. I paid the $470 to get him out as it was 10pm and I had 3 sleeping kids but Id like a refund for the fees that were not discussed.