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:04/30/2025

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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.

  The locking mechanism on our residential property was broken, noticed upon moving into our new house. I called this locksmith, who was operating under a different company name ("24/7 Locksmith") online, utilizing the same telephone number associated with HOD Locks. I was not given a quote over the phone despite asking, and was informed this would be provided upon assessment. Indeed, the servicer, who did not provide a name or identifier on any uniform or any markings on a car suggestive of legitimate business (Israel vs Lebanese possibly? Mid 30s, about 5' 7" in stature), showed up to replace the lock. When deciding upon which deadbolt to install, I asked him which would be cheapest, and I was quoted 360.00. While steep, I felt this was likely reflective of average cost. Only AFTER installation was completed did the servicer tack on numerous other charges that were not identified or disclosed before starting, including a service fee, adjustment fee, new "connector" (separate from the new bolt security mechanism?), labor fee, and tax on the labor, which I found bizarre, totaling 874.19. While the new deadbolt turned, the door now no longer closed correctly and did not approximate with the other door, leaving a wedge to allow sound pollution and airflow through the center divide. I asked him to adjust the strike plate the next day, which he did, but noticed he caused significant damage to the original strike plate (which is custom from Grandeur), and cut unnecessarily into the locking hole, creating excess space allowing free movement of the door when deadbolted. I asked this merchant to replace the strike plate, however multiple calls and texts went unanswered. I requested the business location and storefront-he did not respond. A separate inspection completed by another carpenter indicated shoddy work, as the mechanism was not drilled in tightly, and another quote from a legitimate business suggested cost should not exceed $400.

  Business Response

  Date: 05/10/2025

  
  
  Dear BBB,
  
  
  Thank you for the opportunity to respond to the customer’s complaint.
  
  
  Ms. ******** initially contacted a third-party dispatch service that advertises locksmith services and connects customers with independent local providers. This dispatcher is not owned or operated by our company. After receiving her request, the dispatch service assigned the job to our company – HOD Locks Services LLC.
  
  
  Our technician contacted Ms. ******** to schedule the appointment. Upon arrival, he inspected the issue and clearly explained the required work and total cost before starting. The customer agreed to the service and was provided with a detailed electronic invoice outlining all charges.
  
  
  The total amount included the service fee, hardware, and labor. No charges were added without the customer’s knowledge. The pricing reflected the complexity of the job and the quality of materials used.
  
  
  After the work was completed, the customer requested a minor adjustment to the strike plate, which we returned to perform at no additional charge. No damage was caused to her door or original hardware, and the work was completed to professional standards.
  
  
  We would also like to clarify that we did not receive any phone calls, text messages, or emails from the customer after the service. Had she contacted us directly, we would have responded promptly and professionally, as we do with all our clients.
  
  
  As a mobile locksmith service, we do not operate a physical storefront – this is standard practice in our industry – but we are a fully licensed and registered business.
  
  
  Regarding the comparison to another provider’s quote: pricing varies naturally depending on the scope of work, time involved, and materials used. We stand by the fairness and quality of the service we provided.
  
  
  We remain open to communication and resolution of any misunderstandings, and we appreciate the opportunity to present our side.
  
  
  Sincerely,
  HOD Locks Services LLC
  
  
  

  Customer Answer

  Date: 05/12/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Thank you for taking the time to respond. However, much of the content of your reply is simply untrue. Numerous attempts to contact the technician were made without any timely response (on  and some documentation of these attempts including phone calls and text exchanges are included. See attached. The (cell) phone number for the technician with whom texts were initially exchanged as well as the phone number listed on the invoice (provided only AFTER services were complete, not prior to, and omitting any estimation outside of the verbal estimate of 300 and change for the lock mechanism) both lead to the same unidentifiable voicemail, despite being two allegedly distinct numbers. Again, contrary to your claim, damage was incurred to the original (brass) hardware of the strike plate, which was offered to be replaced after three weeks of no correspondence, and no follow up to request for a date that did not work, or request to personally pick up the new plate. Requesting refund, at minimum, for extraneous charges outside of lock mechanism, that were not disclosed prior to conducting work.

  
  
  
  Sincerely,
  
  
  
  Veronica ********

• Initial Complaint

  Date:04/02/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 contacted a locksmith to help fix/replace a door lock on my office. I was quoted $558 plus tax to get the issue fixed and then was billed and charged $1,344.08. Also while they were replacing the lock they damaged our metal door, leaving sharp, jagged and dangerous edges. I also have video of the whole service by this company and am confident that they did not replace all the parts that they charged us for. When I contacted the company to dispute the charges and get an explanation I was screamed and cussed at the whole time.