Business ProfileforCuyahoga Safe & Lock

Before hiring this locksmith, please take time to read the review below and consider another locksmith service. We hired Cuyahoga Lock and Safe to create a key for a lock on our front door. The lock is an antique mortise lock and no longer has its original key. The owner, Bill, scheduled our appointment and mentioned that once the front door key was made he could rekey the back and side door to match. We received a phone call when the locksmith was on his way to our home. The receptionist, Elaine, told us that the locksmith was deaf but he could read lips and had 27 years of experience working as their locksmith. When he arrived, he quickly glanced at each lock (front, side, and back door) and nodded to indicate he was ready to begin working. He quickly headed toward the back door to begin rekeying the house. We stopped him and tried to communicate that he was here to create a key for the front door lock. He nodded and gave a thumbs up but continued to rekey the back and side door first before working on our front door lock. When he finally approached the front lock, he stopped and said he cannot create a key for the antique lock. We responded that creating a key for the front door was the job we hired Cuyahoga Safe and Lock for and that the other doors were only to be rekeyed after the front door was taken care of. After a few phone calls back and forth with the receptionist Elaine and trying to communicate with the locksmith through text messages, the conversation began to escalate. Instead of Elaine working to resolve the situation she instead tried to convince us that the job we hired CSAL for was to rekey the back and side door and the job was done correctly. We stressed that that was incorrect. We said that the job we hired Cuyahoga Safe and Lock for had not been done and, therefore, we would not pay for the unnecessary work done on our back and side door. The receptionist responded that she did not want us as customers and the locksmith left our home. We called the business the next morning and tried to calm down the situation. After some heated conversation, Bill, the owner, apologized. He did place blame on his employee and mentioned this was the third complaint on his locksmith and told us “he needs to listen to the customer better.” Bill offered us 6 spare keys for the new locks installed so we would not have additional expenses having spares made and begged us not to go to ****** ** ******** ********* The next day I tested the spare keys on our doors and they did not work. When I called Bill to tell him that the spare keys were not working on the locks his locksmith recently rekeyed, he yelled that because we weren’t charged for the work he would not guarantee his work. I told him I would be filing a police report against him then. He proceeded to yell that he would file a police report for theft of services, then. To resolve this problem, we needed to restart the process and work with another locksmith for the front lock and ended up going to Lowe’s to rekey our back and side door to finally put this matter to rest. This was a horrible experience that all could have been avoided if Cuyahoga Safe and Lock took the time to understand the job they were hired for and communicated clearly with us as a customer on what options we had to replace an antique lock and rekey our doors to match. Instead, the owner and his wife were more eager to try to convince us the job their locksmith performed was the job we had hired them for and refused to ensure a job was done correctly. We were blamed, insulted, and reprimanded for their mistake. If you are in need of updating locks in your home or rekeying, I would suggest talking with ******** ******** ** ****** first. The unreasonable and aggressive attitudes from Bill and his wife Elaine at Cuyahoga Safe and Lock created greater trouble for us. There are better options in our Lakewood community.