Complaints

This profile includes complaints for Advanced Security Safe and Lock, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Advanced Security Safe and Lock, LLC

  6318 Reisterstown Rd Baltimore, MD 21215-2309

• 

  Advanced Security Safe and Lock, LLC

  2061 York Rd Timonium, MD 21093

• 

  Advanced Security Safe and Lock, LLC

  217 E Baltimore St Baltimore, MD 21202

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:06/10/2025

  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.

  The amount charged for the service provided was not the same as quoted during first phone call..Service rendered on 05/30/25. The quoted amounts were $155 for visit.. The price to rekey the was $35 per door.. Appointment was made for May 30. Tech arrived performed the job . No conversation until he was finished.. No receipt was has given. Told it would be mailed later..NO ESTIMATE WAS GIVEN BEFORE HE STARTED AND COMPLETED ***. I paid in good faith thinking I misunderstood something.. I called the business immediately after realizing the charges were in line with what I was told over the phone by the receptionist.. She offered to call the technician to determine his charges for services performed since I had no receipt and NO CONVERSATION WITH THE **** UNTIL HE WAS FINISHED..HE CONVEYED TO HER THAT HE CHARGED PER CYLINDER, NOT PER DOOR. ALLEGEDLY I HAD 9 CYLINDERS. I FEEL WAS MISLED AND NOT GIVEN THE RIGHT TO SAY YES OR NO BEFORE THE *** WAS COMPLETED.

  Business Response

  Date: 06/20/2025

  After reviewing the phone calls and speaking with all involved staff in the job, we do not believe we misled the customer or failed to provide quote. Ms. ********** daughter was the person who called to setup the appointment and was quoted on charge for re-key (service call + each cylinder) over the phone before the appointment was setup for couple of hours later. Her daughter informed us that no email was available to send quote in writing. It is clear by the call placed by Ms. ******** after the service was done that she did not understand what cylinder meant (we never quote per door) and did not ask for explanation prior to service (phone call attached to reply). We performed the job as asked on total of 4 doors (2 storm doors + 2 entry doors) which totaled up to 9 cylinders (2 locks per door with one being double sided). After listening to the attached call I am sure you will agree, we did everything we are suppose to as a responsible business.

  Customer Answer

  Date: 06/24/2025

   
  Complaint: 23445554
  
  I am rejecting this response because:  
  
  Sincerely,I listened to the recorded message from Advance. 

  My position remains that  the word "cylinder was not used  when the first inquiry was was made re price to redeye.

  The  word cylinder was not used until I called after the job was completed. 

  Beyond that I  was never given an estimate before the tech completed the job.

  He came in did the job and said NOTHING  until he was  FINISHED. HOW WOULD I HAVE KNOWN THAT I HAD 9 CYLINDERS? 

  I WAS  NOT GIVEN AN OPPORTUNITY TO SAY YES OR NO UNTIL THE *** WAS COMPLETED. THE TWO LADIES I SPOKE WITH PRIOR TO THE VISIT DID NOT SAY  "CYLINDERS", THEY SAID HOW MANY DOORS DO YOU HAVE. I REPLIED  2 ENTRY AND 2 STORM DOORS. 

  IF YOU THINK ITS APPROPRIATE TO COMPLETE A  *** AND THEN ASK FOR PAYMENT WITHOUT PROVIDING AN ESTIMATE. YOU ARE INCORRECT. I DO NOT AGREE WITH OR ACCEPT YOUR RESPONSE. 

  ARE YOU TELLING ME THAT THE **** WAS NOT RESPONSIBLE FOR GIVING ME A PRICE  BEFORE STARTING  AND COMPLETING THE ***?

   HE SAID "NOTHING" UNTIL HE WAS FINISHED WITH THE INSTALLATION.

  Another thing. Where is my paper work?

  
  
  ***** ********

• Initial Complaint

  Date:03/06/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 requested service on December 17 to have my locks changed. The technician who came to my house smelled like alcohol, which made me incredibly uncomfortable. He completed the service but never asked for payment. I called as soon as he left my house and asked how I should pay my bill. He told me they would call me the next day, which they did, and I submitted my payment over the phone on December 18. I have since been contacted by the company twice, claiming that my invoice is overdue. I have provided screenshots of the payment on my credit card statement, but I'm still being harassed. I would not recommend working with this company to anyone in the Baltimore area. Highly suspect business practices.

  Business Response

  Date: 03/06/2024

  Dear ****, 

  We have located your payment and have updated our bookkeeping department on the payment. There was an error on our part because of which your invoice status was not updated. We are now looking into making sure that it does not happen again. Please accept our sincerest apologies for any inconvenience this may have caused and rest assured that we are working on resolving the issue which caused this confusion. We are also looking into our technician not following company policy and we will take appropriate actions to ensure customer and general public safety.

  Thank you,

  Customer Answer

  Date: 03/22/2024

  The issue was resolved almost immediately after I filed my complaint. Up until that point, I was either mistreated or completely ignored by this company. Although they were finally able to find record of my payment for their services, it's very frustrating that I had to go as far as working with the BBB to achieve that resolution. For that reason, I still stand by not recommending this company's services.
  

  Thank you for helping me with this issue. 

• Initial Complaint

  Date:12/27/2022

  Type:Billing 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.

  Company scheduled an appointment for an estimate, the technician left and said he would have the office provide me with an estimate. 20 minutes later the technician knocked on my door and had his office on the phone, the informed me of the estimate, in which I declined services. They then informed me that I would be charged a $155 service charge for the technician coming out. Not once in the text messages that were sent setting up the appointment was a service charge mentioned. I think this is shady business tactics, and am considered refuting the charges on my credit card if this doesn't get resolved. Text message change uploaded in supporting documents.

  Business Response

  Date: 05/29/2024

  Mr. ******, we apologize for the misunderstanding and for the late response. After speaking with the dispatcher involved and reviewing over the text messages, we understand what happened. Our dispatch was under the impression that you wanted service and sent out a technician instead of an estimator. Our dispatch should have made you aware of the service charge as it is our company policy. We again apologize for the misunderstanding, please give our office a call so we can get this issue resolved.