Business ProfileforJack Dalton Lock and Key

On 8/15/21 I accidently locked my car keys in the trunk of my car. I immediately did a ****** search for a locksmith nearby...I called one company and they were quoting me a service fee plus an hourly fee depending on how long the technician takes to work on my vehicle. On that note it doesnt take long, with the right tools and the knowledge, I believe anyone can open a vehicle within ***** minutes. They advise me that they were going to be by within 20 minutes. So I made another call to another Locksmith to see if I could get a flat rate. I contacted **** Dalton, Lock and Key and I saw that the business has been rated an At by the BBB. The person over the phone quoted me $95.00 plus tax...which is less than $100. I decided to go with **** Dalton and was advise someone will be by within 30-45minutes. It was 201pm, Than about 30 minutes later, I called up the company to get an ETA, he adivse me the person has been informed and that he was coming from Mililani, got a little bit worried...because I was in ********** and it was already 235pm when I was told he would be on his way. I had to start work at 3pm. I informed my place of employment that I would be late, I just didnt know how late. At 301pm, I didnt get his name, but a representative from Jack Dalton Lock and Key called and advise me that he thought the technician was on his way instead he was having difficulties with key machine for another call prior to my service call. This is when I realized, this is going to take longer than expected. I called back at 328pm and the company advise me he should have been at my location, this is when I asked the discription of the vehicle and he stated it is white van with the **** and Dalton sign. When he arrived...it seemed like he had a hard time at first but manage to unlock the door. He didnt apologize for being late. I asked him if I get a discount for waiting one hour and a half because I could have called someone else, he stated he was the only one working today. Then he wrote the receipt up...$95 plus tax $99.48...I gave him $100 cash, and then he asked unless you want the change...of course I do. Then he stated he had to look for change...I couldnt waste any more time and told him to keep the change. I gave it two stars because at least someone called me back even tho it was too late. I was one hour late from work which was too long for me to wait...15 minutes late from work wouldnt be too bad but one hour...was way too long. Ill be happy if you give me back $25 because i understand every business needs to make money but when you mess with people time its not good and of course I am to blame myself as well that is why I was willing to pay something. Perhaps having just another body for the weekend will help your company. Your ad advertise the entire island...surely one person cannot handle ALL the calls, especially on the weekends.

Aloha,I apologize that the chain of events had caused you to be late for work. I wish our key machine had worked smoothly at the service location prior to yours. Unfortunately, the unforeseen circumstances occurred and we did leave that job early to assist you as soon as we could. While that customer was willing for us to go back with a new machine later on that day. Our customer satisfaction is one of our top priorities and we should have apologized to you in person but it may have skipped his mind as he wanted to get the key out of your vehicle immediately. We also should have prepared change in advance to prevent any further delay.The agreed upon charge is the standard price for weekends and we have maintained this price range for the past several years. We appreciate our customers businesses and would really appreciate your understanding that we could not offer the discount during this time. However, we would be happy to offer a metal key duplicate of your vehicle if you bring it in to our location. This key would not have a chip in it but it may help you in the event you are locked out in the future. Best regards,**** Dalton **********