Complaints

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• Initial Complaint

  Date:01/08/2024

  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.

  December 15,2023: I paid $150 to have a door re-keyed. After it was re-keyed it no longer latched properly. They returned and said they would charge me $500 to repair the latch that worked perfectly before it was re-keyed.

  Business Response

  Date: 01/12/2024

  Hello 

  On Dec-15-2023 the customer called our company for a rekey job on a one mortise lock. Our locksmith technician, that have 25 years' experience as a locksmith in Pittsburgh, performed the job and we got paid total of a 150$ by credit card - see attached..

  On Dec 22-2023 the customer complained that the door is not latching. The technician arrived to her house on the same day and explained the customer that her door not align with the door's frame, the door loose, rubbing on the floor and she needs a door expert -There is nothing wrong with her lock or the rekey job we did. We didn't charge the customer a service fee.

  On Jan-5-2024 , Friday night around 7pm, the customer called again with the same problem , door not latching, the technician explain her again that is a door alignment problem and she will need to pay service fee if it is not rekey failure.

  The technician arrived to her house within an hour and find that is the same problem of the door's alignment with the frame and there is nothing to do with the rekey or with the lock since both are perfectly functioning -and again we didn't charge the customer service fee for the visit. 

  After this visit  the customer post a 1 star review in Google and complained here  

  Summery

  1. We kept showing up again and again to the customer's house for faulty calls and she was never got charged for it .
  2. Her lock functions perfectly and doesn’t need anything!
  3. We explained the customer she needs a carpenter to align the door but she keep calling us.

  
  I don't see any reason to refund the customer 

  Thanks 

  Customer Answer

  Date: 01/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  The response the business has provided is false. My latch is still not working properly.  They returned to my house and were unable/unwilling to repair the lock that they broke. This obviously does not resolve the problem.
  

  They recommend getting a carpenter to fix a latch that is sticking since they rekeyed it. There was absolutely no problem with the lock before they rekeyed it and now it doesn’t work. It doesn’t make sense that now someone else needs to repair a different part of the door. There is absolutely nothing wrong with the door. Only the latch.
  
  Regards,
  
  
  
  **** ********