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:29/05/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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 was hijacked into buying a part (> $600) that was neither mentioned nor approved by me beforehand.I placed an order for a lock frame and the installation service the 8th of May, and was told to wait for the part to arrive. They asked me to pay beforehand, and gave me an invoice before any part or service was performed. I did pay, but asked the owner to send me a note stating that the part and service were not done yet. He texted me the statement.A few days later, I got a call from the owner saying that the previous frame model was discontinued, and he suggested a different frame part that has the same function but with a slightly different appearance. I said OK.After the part arrived, service was scheduled and made on May 27th, where not only the lock frame but also the lock core were replaced. I didn't know that until the technician installed both and finished the service. I was told that the new core costs another $600+ (I forgot the exact number), and he asked me to pay. Up to this point, I had no information or quotation on the new part at all, and obviously I didn't prove the purchase of the new core. I refused to pay. Two minutes later, the owner called me. He said the ordering of the new core was necessary and I should pay them. I said I was given no information to consider, and I didn't approve the new part. That is not how business should be done. He said he'd call the police, and I said "go ahead". In fact, I am reporting them for the dishonest business. This is the wrost shopping experience that I had in the last 25 years. I am so disappointed that this happened in ******.

  

  Business Response

  Date: 29/05/2025

  Hi. 
  ******** ***
  Dear *** ***,
  

  I hope this message finds you well. I'm writing to formally follow up regarding the $650 outstanding
  balance for the mortise cassette that was installed during your recent locksmith service.
  As previously explained, the trim you purchased was a custom, overseas-ordered part. Upon
  installation, it became clear that your existing internal hardware was discontinued and incompatible.
  To ensure the lock was functional and secure, we were required to replace the mortise cassette, a
  part valued at $1,300 retail. I provided the replacement at a discounted rate of $650, which I
  communicated clearly at the time of service.
  There was never any intention to mislead or overcharge you. This was an unforeseen compatibility
  issue, and the work was completed in good faith to deliver a functioning and secure result. I
  understand and respect your concerns, but I must also protect the integrity of our business and the fairness of our services.
  If payment is not received by June 03, 2025, I will unfortunately need to pursue this matter through
  collections or small claims court to recover the outstanding balance. I sincerely hope we can avoid
  that and resolve this amicably.
  Please feel free to contact me directly at ************ or email ***************************************** if you
  wish to settle or need further clarification.
  Sincerely,
  ********* Yagnatiev
  Safe & Secure Locksmith