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:11/15/2022

  Type:Customer Service 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 hired Apex Locksmith to rekey four residentials locks to a single key. The locksmith arrived and the two of us verified that each lock was currently keyed to a single key. The locksmith removed the hardware from the door, which is unusual, since the locks only needed to be rekeyed. I explained that I wanted to see him rekey the locks, because I am a small single female that lives alone and the door locks serve as a first line of defense for my protection. The Apex Locksmith refused to let me see him rekey the locks and then refused to rekey the locks, because I asked to see him rekey them. He replaced the hardware he removed, at my request; I then tested each lock before the technician left to verify that the locks still worked, using the key we started with. Upon testing the front door lock, I noticed that the original key no longer worked. The technician also verified that the front door lock was no longer working, using the same key we tested when he first arrived. I asked him to restore the front door lock to it's original working order when he arrived, but he refused and took off. I now have a front door lock without a key, because the original key no longer works.

  Business Response

  Date: 11/25/2022

  To Whom it may concern,
  
  
  
  
       On November 15, 2022 we received a service request to rekey a home. This type of call is typical and we dispatched one of our most trusted and experienced employees to perform the job.
  
  
       When we arrived and began the rekeying process the customer objected to our locksmith having to take the locks off of the doors to rekey them in our mobile locksmith shop that was parked in the driveway of the customer's home.
  
  
       Once our customer objected to the rekeying process our locksmith began to re-install the locks on the doors. During this process our locksmith was subjected to verbal and physical abuse and was therefore instructed to leave the premises immediately.
  
  
       Our company was subsequently contacted by the family of the customer to inform us that our customer was suffering from a medical disorder and was taking medications that had a negative effect on her behavior.
  
  
       The family of the customer attempted to have the BBB complaint removed but was unable to do so. They sent an email to our company stating the following:
  
  
  “My sister, *****, is hard to serve, and had a complicated situation that nobody could solve -except the Atlas staff locksmith that served us for free.
  
  I can’t thank this company enough for their professionalism and commitment to helping us, despite such embarrassing obstacles.
  
  Given our circumstance they rekeyed our entry doors, and ended up volunteering their time and service, in recognition of our struggle.
  
  This is one incredibly stand-up company, that originally got our business bc they had best rates & could come immediately.
  
  Tip these guys!
  
  **** ********** Durham”
  
  
  
       At Apex Lock and Key Locksmith our main focus is to serve our community. 
  
  
  
       We recognize that often we are present during difficult times in our customers' lives. We do our best to help out in these situations but we will not endure verbal or physical abuse and will immediately leave if this happens.
  
  
       Our thoughts and prayers are with any family that experiences such struggles. 
  
  
  Sincerely,
  
  
  **** ******
  
  
  President of Apex Lock and Key Locksmith
  NC Locksmith License *****