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Business Profile

Hardware Sales

Roger's Safe and Lock

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hardware Sales.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:05/09/2025

    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.
    Took a safe that is 4 combination with key for entry for minor repairs. Once I took it they broke the safe. The safe Im has been broken in 3 places. The cylinder's housing, combination platter and fire safety seal. They completely destroyed the safe and unusable now. I am seeking money to purchase a replacement safe. Im guessing the destroyed the fire safety to see what it was made of invade someone called for them to drill the safe. I am seeking 1000 dollars for replacement safe cost plus shipping.

    Business Response

    Date: 05/16/2025

    This Gentleman brought in an old small safe worth maybe $50.00 to $75.00.  He told us he was having issues with the dial. It would not turn and he put vise grips on the dial itself and forced it to turn before bringing it in to us. He broke the shaft and driver "which drives all the wheels". Wanted us to repair it. We attempted to repair it but there was too much damage. We made it so he could at least lock it with the key, so it was still usable. He started cussing at my employees when I intervened. I ask him what he wanted me to do for him. He just continued to complain and cuss. I told him we couldn't help him any further and I carried out the safe to his car. We did not charge him for the labor incurred for the diagnosis or repair. Normal charge would have been $75.00 for a half hour of safe labor. Even though it was over an hour of work. I apologized to the customer even though it wasn't our fault. I was completely professional as he was very unprofessional about the situation.

       Thank you, **** *****


    Business Response

    Date: 05/21/2025

    I am shocked that someone would try and take advantage of a company or people like this gentleman. The safe he has is 20 years old. It is a low residential low quality safe. We sell safes similar to his for $50.00- $100.00 max!!! That's if they are in great shape. His was not. He clearly stated to us the safe was not working and that is why he brought it in. I was very professional with him. Never raising me voice or arguing. I apologize for any misunderstanding. We stand by the fact it was broke when brought to us. One reason why we didn't charge him for our labor is the fact of the condition it was in. He told us he used vise grips on the dial! We did not. It seems that when you try to be very reasonable. Someone tries to take advantage of you. We have been in the community over 40 years. Have always try to work to resolve any misunderstandings. You don't stay in business this long trying to take advantage of customers. We are always upfront with our numerus customers. Again, I apologize for the misunderstanding. 

    Customer Answer

    Date: 05/23/2025

     

    Complaint: ********



    I am rejecting this response because:

    First of all the safe was fully functional when brought into your store. It had a stiff dial but all functions of the did work. Your employee even unlocked the safe. The first guy who worked on it banged the inside components with vice grips and a screw driver then said look this piece broke. Your other employee said he contacted you the owner to see if you had replacement parts but did not. When I received the safe back from you, true you did not charge me but the only function of the safe working was the key. With the dial fully removed as shower in prior photos. Also the fireproof portion of the safe was tampered with and dust was falling out of the door. The safe is a gun safe with the dimensions of 10x 13 1/2x 9 1/2. That has a 4 digit combination with key entry.  After doing a google search i was able to find a safe comparable in both size and features. Its cost is $355.50 with free shipping. So your quote on the cost of the safe is a completely lowball. The safes i was looking at prior had a similar cost but shipping was just as much as the safe. I feel you and your shop should be held accountable for breaking a fully functional safe and handing me back a safe with no dial and compromised for fire safety. I am only seeking to be whole after taking a safe in for a stiff dial but was fully functional. Your inexperienced employees broke the safe and your company should be held accountable for damaging the property i brought In for inspection that was fully functional and unlocked in your store prior to you taking it apart. 



    Sincerely,



    ****** ****

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