Complaints

This profile includes complaints for Bob's Lock, Safe & Key, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Bob's Lock, Safe & Key, Inc. has 2 locations, listed below.

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  Bob's Lock, Safe & Key, Inc.

  3112 W 3500 S Salt Lake City, UT 84119-3634

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  Bob's Lock, Safe & Key, Inc.

  1086 W 10600 S South Jordan, UT 84095

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:08/10/2023

  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.

  THIS COMPANY IS A NO GO.
  
  I lost the key to my car while skiing in January (on the 7th to be exact) and called Bob's L&K to replace it. I paid $242 for technicians to arrive and realize they didn't have the correct tools. After waiting a long time for their return in a freezing and non-functioning vehicle, I waited for at least an hour in my passenger seat while the technicians struggled to form a working key. Once I held a key that started my engine, I paid the money and drove home, happy to be done with the entire debacle... Or so I thought. The next morning my dashboard lit up with a yellow key with a slash through it, surrounded by a circle.
  
  OOPSIES
  
  Called the company to come out and fix the car on Jan. 13th, (Well within the company's 30 day labor policy) since it should've been a quick fix on the technicians' mis-programming of the key. Wrong again. The tech drilled and replaced the entire ignition, God knows why according to other Locksmiths and Lawyers that I have spoken with following this ordeal. I was charged $269 for the second visit even though the service should be covered under their lame labor warranty of 30 days. My vehicle has displayed warning signs of ignition malfunction since a week after the last visit, and now will not even run due to them mis-programming the key yet again. I don't even drive this car as I have another! I am moving however, and my car won't run.
  
  I had to call the receptionist 6 times for her to even virtually begin to help me, when I eventually reached the owner J.P., he was rude and suggestive that the entire case was somehow my fault and that perhaps I had lost my latest key as well and that's why my car won't run. Is this how you treat 2x paying customers whose issues you don't even solve??
  
  Incredibly unpleasant experience dealing with these scam artists. I am solely requesting a refund of the 2nd service as it should have been covered by the 1st, even though I ought to be refunded for both.This won't be dropped.

  Business Response

  Date: 08/14/2023

  Per the terms stated on receipt. Customers request for refund is 5 months outside of labor warranty period and customer was unable to produce a copy the bill he is requesting a refund for. Therefore we are unable to issue a refund. 

  Customer Answer

  Date: 08/14/2023

  
  
  Complaint: ********
  
  
  Then refund the first service call which was well within the labor policy. I visited your store in person and have made multiple phone calls requesting my receipts and your company has not provided them even though I’ve been told by the owner and by multiple other employees of the company that Bob’s would. Nonetheless I have bank statements confirming that I’ve done business twice with your business, regrettably each time. 

  Business Response

  Date: 08/14/2023

  Customers request for refund is 5 months outside of labor warranty period and customer was unable to produce a copy the bill he is requesting a refund for. Per the terms stated on receipt, we are unable to issue a refund. 
  

  Customer Answer

  Date: 08/15/2023

  
  
  Complaint: ********
  
  
  I find it amazing that the business can provide whichever receipt seems convenient for them, but refuses to provide me with the receipts I’ve requested from them multiple times, in person and over the phone. I have provided the exact details of the transaction and if Bob’s actually cared anything for their customers then they would be reaching out and asking for my card details or for solutions we can both be happy with. However they do not and will not. Maybe don’t own a business if you treat customers as if they are inconveniences. Since you are unable to provide a refund  because I cannot obtain MY receipts from you, allow me to attach the Square receipt for the first time you guys came out. Oh look! It’s $242 (as I previously stated) and the $269 charge that you attached is well within your shotty labor warranty. Once again this will not be dropped. Do better.