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Business Profile

Locksmith

Expert Lock and Key

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 12 total complaints in the last 3 years.
  • 7 complaints closed in the last 12 months.

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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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Complaint type

  • Initial Complaint

    Date:11/29/2023

    Type:Billing Issues
    Status:
    Unanswered
    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 Sunday, November 26, 2023, I called Expert Lock & Key for lock out service. I asked the dispatcher for a price and he told me that the price would include a $23 service charge plus whatever the technician would charge. He said the technician’s price depended on how much work the technician had to do in order to get into the vehicle. I told him I understood and he quoted me a 30 minute eta.

    The technician arrived and got started right away. The technician got into the vehicle within 5 minutes. When I asked him how much it was going to cost, he told me $285. I told him I wasn't going to pay that price because no one told me what I had to pay in advance.

    The technician tells me that $285 is the corporate price based on a chart he showed me with different makes/models of cars and prices. I advised the technician that I didn't have a problem paying him but that I was not prepared to pay $285 since no one quoted me the price beforehand.

    I told the technician that had I known about the final price, I would've used my roadside assistance through my insurance since it was free but I chose the locksmith because they could get there faster. The technician then proceeded to yell at me about paying. I told him again that I didn't have a problem paying him but I had a problem with the final price since it had not been quoted beforehand.

    After going back and forth for a while, the technician then tells me to put the keys back in the van and lock the van then call my insurance. He then begins walking up to me telling me to close the door and I told him no. Then he says repeatedly to place the keys in the van and lock the door and call my insurance.

    In the end we finally agreed on a price but I paid because I felt threatened in the situation and I wanted to do whatever I had to do so the man could leave. I've contacted customer service various times to speak with a manager or supervisor to resolve the issue. I've been put on hold, hung up on, and still no resolve.

Expert Lock and Key is NOT a BBB Accredited Business.

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