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:11/18/2024

  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.

  I called and needed a locksmith. I ended up getting into my own apartment, therefore I called back and said I no longer needed service from their company. Their response was that there guy was already on his way, although he had only been driving for 2 minutes maximum because he was still 10 minutes out at the time. Instead of calling their employee and letting him know, they told me he would drive to my house and when he arrived I would still owe a $95 service call fee, although they never mentioned having a service fee call when I called them. If they had such a policy, they should have informed me about it before I agreed to service. Therefore, because I was unaware, I should not have been charged $95, especially for a service I did not receive and one I specifically cancelled and asked for him to not come to my home.

  Business Response

  Date: 12/09/2024

  This is completely false as we were dispatched to provide a service and after 30minutes ****** tried to cancel but we explained our tech was almost at her location since he has been driving for 25 minutes and she would have to pay the service call.  She was not polite and very argumentative but she paid and filed negative reviews online trying to harm our business and now this BBB complaint.  If we had just dispatched we always just cancel at no charge but not after 30 minutes and our service truck was blocks away which i also have the call logs from ******* to show when we dispatched and when she tried to cancel to show the 30 minutes.  she must be very nieve to not think service companies that dispatch to people's homes don't charge a service call/charge or minimum labor.

  Customer Answer

  Date: 12/15/2024

   
  Complaint: 22569700
  
  I am rejecting this response because: 

  The employee who wrote back to me, stated that their truck driver had been driving for 25 mins and that they were not going to cancel after 30 minutes. Although, this is obviously false. The documents they uploaded show I called originally at 12:52 and then called back at 1:08 to cancel. That is only a 16 minute time frame, therefore, if I did not call to request a locksmith until 12:52 and cancelled at 1:08, there is no way he had been driving for 25 minutes nor was there a 30 minute gap. Honestly, the employee who replied, had lied and also sent proof that supports what I am  saying and contradicts what they are saying. I cancelled 14 minutes before a 30 minute time frame, and then had to wait another 8 minutes for the locksmith to get to my apartment. Therefore, totally unacceptable and that is why I was argumentative on the phone because I was standing up for myself and what was correct rather than misinformation!! 
  
  Sincerely,
  
  ****** *******