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Business Profile

Locksmith

Pop-A-Lock of Chattanooga
BBB accredited business seal
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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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Complaint status

Complaint type

  • Initial Complaint

    Date:04/25/2023

    Type:Service or Repair Issues
    Status:
    Answered
    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.
    Service Date: 3/22/23 3:53:59PM
    Invoice # ********** Serviced By: ****************** $55.00
    Pop-A-Lock of Chattanooga
    ************ 
    Locked key in the trunk, 2016 Honda Accord. Relative was close by and was able to pick us up and take us over to our Dr. appointment; then relative went back to wait for technician to arrive.

    Relative picked up back up and returned us to our car, that was previously unlocked by the tech.

    The tech was hard to understand when he called. My mother(relative) was waiting by my car, she said he tossed his tools on top of my car and was "rough"-in her words. Once we came back to the car, it was raining and I didn't initially see the damage.

    The Next day it was clear and sunny, then the damage done to the cars paint was very noticeable. I called that day - 3/23/23 and filed a claim with Pamela. I was told a manager would get in touch with me in the next couple days.

    4/11/23, I called back after NEVER hearing anything back. The lady saw were I called back on 3/23 and said the same, she would have someone contact me again. We verified my information.

    Here we are, 4/25/23, still no contact from PopALock. This does not seem to be a trustworthy company. I'm very displeased.

    Business Response

    Date: 05/22/2023

    We have reached out to the customer but have not received a response.

    Customer Answer

    Date: 05/24/2023



    Complaint: ********

    I am rejecting this response because:

    They ABSOLUTELY HAVE NOT reached out to me.  I have called them multiple times and have been told someone will contact me back.  NO, they have NOT reached out to me.


    Sincerely,

    ***** *******

    Business Response

    Date: 05/31/2023

    Have Attempted to make contact with this customer. Attached is my call log for today showing 3 attempts with no response. Based off the pictures of the "damage" he has clear coat chipping away on parts of the car as well as rust already forming in the area in question. If this picture was taken the day following the service i would not expect to see rust on the metal and clear signs of his clear coat pealing on other parts of the vehicle. Will continue to attempt contact with customer.

    Customer Answer

    Date: 06/01/2023

    I attached my call log showing that I have not received any call at those time shown.  I did in fact call back a random missed call from Texas (different time stamp), but got no response.  I would like to assume this PopALock rep did not try the trick by dialing my number then quickly ending the call before it rang on my end, thus creating a "call log history".   Because I would very much like to be able to discuss this claim issue with someone.  I have no idea what is persons name or phone number is to be able to contact them back.  I also do NOT have any voicemails regarding this issue.  If I have been called several times and not answered, why have I NOT gotten a simple voicemail to return the call back???
    Also, I included a photo of my entire car.  It will clearly show that there is NO/ZERO clearcoat damages as claimed by the rep.   My car is very well kept, thus how I noticed the paint damage done from the PopALock tech.  I am not a chemist, but if paint is damaged and removed, metal can quickly start to have surface rust when moisture is present-and it was raining that day.  
    Again, I am VERY much in favor of being able to discuss this claim with someone from PopALock, but I have only been able to wait and read the replies on here so far.I attached my call log showing that I have not received any call at those time shown.  I did in fact call back a random missed call from Texas (different time stamp), but got no response.  I would like to assume this PopALock rep did not try the trick by dialing my number then quickly ending the call before it rang on my end, thus creating a "call log history".   Because I would very much like to be able to discuss this claim issue with someone.  I have no idea what is persons name or phone number is to be able to contact them back.  I also do NOT have any voicemails regarding this issue.  If I have been called several times and not answered, why have I NOT gotten a simple voicemail to return the call back???
    Also, I included a photo of my entire car.  It will clearly show that there is NO/ZERO clearcoat damages as claimed by the rep.   My car is very well kept, thus how I noticed the paint damage done from the PopALock tech.  I am not a chemist, but if paint is damaged and removed, metal can quickly start to have surface rust when moisture is present-and it was raining that day.  
    Again, I am VERY much in favor of being able to discuss this claim with someone from PopALock, but I have only been able to wait and read the replies on here so far.

    Business Response

    Date: 06/14/2023

    *****, please call me at ************ to discuss this issue. 

  • Initial Complaint

    Date:02/08/2023

    Type:Customer Service Issues
    Status:
    Answered
    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 them February 6 at 7:30pm and they sent tech that made 2 keys for my truck(lost original) Next morning neither key worked. Called february 7 at 6:50 and explained how I was late to work. They didn't have another tech till 9am! At 10:30(now 3 hours late) still no word from tech. I called back and all dispatch would say is "he has your information". I am going to miss an entire day of work and Pop A Lock could care less. This has now cost me $318-$190 for the key/service and $130 in missed work. Not something I can afford. This is a lousy, no customer service, cold, heartless example of franchises. There are no other phone numbers or email addresses besides the local number to call. I am highly unsatisfied and angry about this company. And you can't print or download their invoice, only screen shot.

    Business Response

    Date: 02/24/2023

    The Customers Key was working the day we made it. Customer tested key and signed the waver. On the 2nd call we went back out and fixed her "Issues" customer was not charged for the 2nd visit. All Keys are operational. I reached out to the customer the day of the 2nd call to apologize for the inconvenience but never received a call back. 

Pop-A-Lock of Chattanooga is BBB Accredited.

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