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Business Profile

Locksmith

Active Lock & Safe Ltd.
BBB Accredited BusinessA+Rated by BBB

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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  • Initial Complaint

    Date:23/10/2026

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    On October REMOVEDI visited Active lock and Safe. I wanted a new key fob for my 2009 Pontiac I was quoted the price of $REMOVEDfor programming.I was also given 2 choices on remote fobs for sale.Refurbished Fob was quoted at $REMOVEDbefore GST New OEM fob was quoted at $REMOVEDbefore GST.They were unable to do at that time, and I was given an appointment for REMOVEDpm today October REMOVED.When I arrived for my appointment today early approx. REMOVEDpm I was then told the costs were higher than quoted yesterday. The programming was still $REMOVEDbut the cost of the fob prices was significantly higher.Refurbished fob today was now costing $REMOVED, and an OEM fob was priced at $REMOVED.I did not get a written quote yesterday as the employee took details and marked on a piece of paper. My details and everything with phone number was provided.I was told by REMOVEDwithout a written quote I would have to pay the costs quoted today. I left but advised that a complaint with BBB was going to be filed as well as my dissatisfaction would be told on REMOVEDThe young employee not REMOVEDwho took and quoted the information I received yesterday stood by and was red faced when I was told by REMOVEDcosts were going to be higher.There had been a handwritten sheet yesterday in pen used to book my appointment and costs quoted but I did not receive a REMOVEDwas verbal quote.

    Business Response

    Date: 24/10/2026

    Hello REMOVED,

    Thank you for taking the time to explain the situation and bringing this to our attention via the BBB platform. We appreciate the opportunity to rectify this issue.  Since our shop is closed on Saturday, we will contact you at the phone number provided on Monday once management has discussed further.

    Customer Answer

    Date: 27/10/2026

    Active Lock and Safe did not phone my number yesterday which they were given by BBB.

    I will be waiting for a call to REMOVED. I have voice messaging so if no answer message can be left

    Business Response

    Date: 28/10/2026

    Hello REMOVED,

    My apologies that you have not been called yet. I normally deal with these types of issues directly, but have been away from the office for the past few weeks.  I will call my co-worker(s) first thing tomorrow to follow up and will call you with an update.

    Regards, REMOVED

    Customer Answer

    Date: 30/10/2026

    I was contacted by phone call with Active Lock and Safe on October 29,2026.

    I spoke with REMOVEDone of the owners. We discussed the matter and will proceed as follows.

    Active Lock and Safe will honor the original quote. It will be $REMOVEDfor programming a new Pontiac * button factory key fob and the cost of the factory remote will be $REMOVED. At this present time, they have no new factory key fobs in stock and are ordering one. When the new key fob has arrived, they will call me and set up an appointment time.

    It was stated by REMOVEDthat it may take 2 to 3 weeks for fob to arrive as it has to be ordered from the REMOVED. They will ask for speedy shipping. 

    I am in agreement to this conversation and as she stated it is a good training experience for her employees. 

    I do not know how BBB wants to further this complaint unless we can add extra time frame as things have progressed to my satisfaction. 

    Customer Answer

    Date: 30/10/2026


    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.

    Sincerely,

    REMOVED

Active Lock & Safe Ltd. is BBB Accredited.

This business has committed to upholding the BBB Standards for Trust.

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BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles. As a matter of policy, BBB does not endorse any product, service, or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.

When considering complaint information, please consider the company's size and volume of transactions. Note that the nature of complaints and a company’s responses to them are often more important than the number of complaints. BBB Business Profiles generally cover a three-year reporting period.