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:03/19/2025

  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.

  On February 15, 2025, I was locked out of my home and needed to get back in. I contacted the first option that came up for replacing the k*** so I can come back in. I asked for a quote first but they just said ******* dollars, so I agreed. When they told me the charge was 778, I was shocked! If they told me the pricing ahead of time, I would have not gone with this business and would have sought another option. Please help me get my money back.

  Business Response

  Date: 03/30/2025

  The owner contacted the customer, and after discussing the matter, they mutually agreed on a $278 refund as a gesture of customer satisfaction.

  Customer Answer

  Date: 03/30/2025

   
  Complaint: 23087213
  
  I am rejecting this response because: i am not being compensated enough back. They still charged me 500 total. I will only accept if they pay me back 578 toyal.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:09/27/2024

  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.

  Sep 12 I had made a mistake of leaving the keys inside the trunk of my wife's *********************************************************************************************************Technician said he was 45 mins away I said okay and waited for him to get to post gate.Used my ID, got him on post and we got to business. He told me it shouldn't be too bad on the price and that he'll do the math after the job. In less than 10 mins job was done keys were retrieved. The bill onthe other hand was outrageous and to be honest it happens to service members alot. Misconception is people in uniform got that money. Same thing happed three years ago I got 17% interest with $533 monthly payments for a used 2018 mazda **** wife got a car recently I'm not connected to it. She is paying $253 A/M with 7% interest on a used 2011 ss v8 camaro. Very good condition. FYI her credit is worse than mine.This happens all the time and I'm sick of it! I struggle to put food on the table to provide for my wife but I get charged out the a** for being apart of the 1% that answered the call.

  Business Response

  Date: 09/30/2024

  We contacted the customer, who provided us with the invoice. After reviewing it with our credit card merchant, we confirmed that we did not complete this job. We sent a screenshot to the customer and guided them on how to contact the credit card merchant, who will assist in connecting them with the company that actually performed the service.

• Initial Complaint

  Date:09/02/2024

  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.

  On September 2, 2024, my realtor called the service on behalf of me to do a rekey for a condo storage unit. It took the technician less than five minutes to do the job and he sent an invoice of $389 to my email, since I was not in town and not present at the job site. Since I was not by my computer when the invoice was sent, I was not able to pay it right away. Within five to ten minutes, the technician started yelling, screaming and threatening my realtor that he hasn't got paid and he was not leaving. As I was working on entering my credit card information for the payment, the technician called me on my cell phone and starting yelling he hasn't receiving payment, he is not leaving while I tried to tell him in the middle of finishing up the payment. He was yelling and screaming to intimidate me to a point that I had to hang up. He subsequently called me a few times and left voice mail on my phone. I believe this company charged a unreasonable amount for the service they provided. On top of that, the way the technician called me and threatening payment while I was explaining to them I am in the middle of paying him was extremely unprofessional and it constituted harassment. The way this company does business is unacceptable and their business should be shut down.

  Business Response

  Date: 09/13/2024

  We've contacted ******* to offer our sincere apologies for the inconvenience caused by our service. As a gesture of goodwill, we've issued a refund for half of the total amount. 

• Initial Complaint

  Date:07/16/2024

  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.

  On July 13th 2024 I locked the keys in my 1997 ****** 4Runner in downtown *******************I googled locksmith in ********** Locksmith was first to pickup I called gave my location year model of vehicle and they said one of their people would be in contact. The tech called me showed up in 30 minutes and unlocked my door. We never discussed price. He then requested $352.64 Which I questioned but he assured me that was the price. I paid it, thinking I would get reimbursement from my insurance. I feel taken advantage of as a 21 year old female. I have since found out lockout fees range from $75 to $150. My father spoke with the tech a day later. He was no help and said he had the right to charge whatever he felt like. My father has also called CT Locksmith twice. It is nothing more than a website phone room that dispatches independent locksmiths. They took his name a number as well as mine said they were sorry and could understand why I felt ripped off and both times said a supervisor would call back. Never a call back. The phone center # is ************ Tech # is ************

  Customer Answer

  Date: 07/24/2024

  Complaint #******** Has been resolved. Business contacted me and refunded $150 which is satisfactory. 

• Initial Complaint

  Date:06/23/2024

  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.

  On Thursday Night 6/20/24 my family and I went to have dinner with my mother. We normally don't lock our car because we have an issue with the lock however that night we locked to avoid possible theft as it happened to my mother recently at her home. At the time of leaving around 10:30pm and after an hour of trying we couldn't ***** the lock open so my husband googled locksmiths and called MR ****************** ******** LLC. He told the guy giving us the quote that we needed JUST a lock out service. The guy quoted us $29.99 service fee and about $50-$60 for the lock out service. My husband confirmed "so about $90 dollars?" and he responded "yes" so we agreed. After 13 minutes the locksmith from CT ****************** arrived and immediately without ever looking at the lock tried to sell us a bundle for $450 we declined and said no we only wanted to get our car unlocked. He said "Here's the deal, it's $180 to open that door for you." We told him that was NOT what we were just quoted and that we really didn't have that money to spend we are only prepared to pay the $90. He again tried to sell us the bundle but for the price of $350 we again declined and told him that we weren't going to pay the $180 either. After going back and forth he said he'd do it for $145+tax. I agreed because it was 12am now, I have my 3 girls with me, I have to work the next morning, etc. I felt like I didn't have a choice...we needed to get home. I'm not happy having to pay more than I was originally quoted. I feel like I was taken advantage of as a women with her three kinds locked out on the side of the road and know that i'm not the only one being conned. Later that night, my mom called to pretend she needed a quote for the same service and she was quoted the SAME EXACT thing we were. $29.00 & $50-$60 for the service. So that tells us they are misleading and conning many people. All I want is for CT ********************** MR ********************** Garage LLC to make things right.

  Business Response

  Date: 07/16/2024

  Our manager and ****** spoke over the phone and reached an agreement regarding the refund amount. The refund has been processed for customer satisfaction. We apologize for any inconvenience caused and appreciate Brontes cooperation. Thank you.
  
  

  Customer Answer

  Date: 07/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you to the manager who graciously worked to satisfy the situation. I
  
  Sincerely,
  
  ****** *********

• Initial Complaint

  Date:06/11/2024

  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.

  We are a transload company services rail and freight. We had two fuel transload trailers broken into. latches were cut. I contacted CT to replace the latches and to add additional heavy-duty locks.This took over a week for CT to arrive due to ordering parts. When they did arrive and perform the job asked of them, the job was poor to say the least. I feel as though I could have done this job myself and better but reached out to a "professional" locksmith so the job would be done correctly. After the "technician" left, who did not come in a uniform or a company vehicle, I took a look at the install of the work done. This work was half-a**!!! not all of the bolts were used when installing latches and locks. The guy used a pallet on site to use as a spacer. Installed a lock on door to a room but did not install on the other door to the same room. Left trash, cigarette butts (right next to ****** gallons of fuel on site) packaging, parts not used laying all over the place. The pricing for labor increased by 4x the estimate. Which if the job was done "professionally" like expected when calling a licensed company, would not have been such an issue

  Business Response

  Date: 06/14/2024

  Hi ********,
  
  We're very sorry to hear about your bad experience.

  We are taking this issue very seriously, especially regarding safety matters.

  Our manager tried calling you a few times but couldn't reach you.

  Please let us know a convenient time for us to call you and resolve this issue to your satisfaction.
  
  Best regards,  
  CT Locksmith

• Initial Complaint

  Date:05/14/2024

  Type:Sales and Advertising 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 had the unfortunate experience of using CT Locksmith services on 05/14/2024. Initially, I contacted them to unlock my car so I could access my vehicle registration. The person on the phone quoted me a reasonable $30 for them to come out and assess the situation. However, once they arrived, it took them less than ten minutes to unlock my car and retrieve the registration. They quoted me $427.00 for this task. Reluctantly, I paid up because I had no choice. It is unacceptable to charge such an exorbitant amount for a service that took mere minutes to complete.CT Locksmith's pricing is not only unreasonable but downright predatory.

  Business Response

  Date: 05/16/2024

  We reached out to ****** and sort it out, partial refund was issued to ensure customer satisfaction, I provided ****** my personal cell phone number for any future issues.  

  Customer Answer

  Date: 05/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:12/21/2023

  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.

  While my husband and I were out of the country we had a 17 year old young man who is a family friend checking on the house everyday we were away. Unfortunately the young man lost the key to our home, couldn't get in touch with us, so he panicked and reached out to ** locksmith for a service. ** locksmith technician came out and changed our locks without our authorization, or checking identification of the young man who didn't have the authority to approve the lock change. After we became aware of the situation we filed a complaint and requested a call from CT locksmith owner. When we heard from him, he refused to take accountability even though on his website it says in their policy that they will not change locks without proof of address or ID in which they did anyway. The owner then told us we need to go after the 17 year old young man who called them to change our locks even though they had no right to change our locks without valid proof of ownership of our home. Not only did they take full advantage of this situation, but they damaged our front door because of the improper lock change technique, and the top lock does not lock properly. We also let the owner know about this and he told us we have to give it some time and then the lock should become smoother to lock.

  Business Response

  Date: 05/16/2024

  Thank you for contacting us regarding the recent service provided by CT Locksmith. We understand your frustration regarding the unauthorized lock change at your home.
  
  We want to clarify that after investigating the issue, our owner, *********************************, personally reached out to you. ******************** explained that the individual who contacted us misled our technician by providing false information. However, we acknowledge that this does not excuse our failure to verify the identity and authorization for the lock change, as required by our policy.
  
  ******************** offered to resolve the situation by changing the lock back to its original state, using the exact same lock and key, at no additional cost to you. However, we understand that you declined this offer and instead requested a refund.
  
  As the owner of CT Locksmith, I genuinely want to resolve this matter to your satisfaction. I apologize for any inconvenience caused and am willing to work with you to find a suitable solution.
  
  Please let us know how you would like to proceed. We value your business and are committed to addressing your concerns.
  
  Sincerely,
  *********************************
  Owner, CT Locksmith
  

• Initial Complaint

  Date:06/30/2023

  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.

  On 5/3/2023 I had a verbal commitment from Seattle Locksmith and ******** Services for replacement of a front door lock on behalf of Discovery Place Condos where I live. They were overloaded with prior jobs so delegated out the work to CT Locksmith Services. A CT locksmith came out and installed the lock, but far beyond the verbal commitment I originally received. He said he couldn't provide a verbal quote till he got further into the job. By the time he finally ended he charged me a rate 3X other bids. Instead of about $300 he charged $911. Worse than the exorbitant charge, while I went back to my condo to call his manager with my complaint - HE signed the invoice using my credit card with a slash on the signature line - fraud! I challenged the charge the next day with *********** after explaining all this. I complained about the lock feeling loose, but more importantly, the excessive charge and fraud. I got a letter from *********** dated 6/17/23 stating they invalidated the chargeback request due to merchant's claim he did the work correctly. I faxed *********** on 6/28/23 challenging their decision that was based on difference of opinion about how tightly the lock was mounted - and they failed to consider the far more important complaint of price-gouging and fraud. I bring this to your attention in the event I am not satisfied with the resolution. Please inform me of next steps you or I can take to pursue CT Locksmith Services' and Seattle Locksmith and ******** Services for illegal business practices. Thank you. Please note a copy was sent to *********** and *********** Attorney General today.

  Business Response

  Date: 08/10/2023

  Dear ****
  I hope this message finds you well. Thank you for reaching out to us regarding your recent dispute. We appreciate your feedback and the opportunity to address your concerns.
  First and foremost, we would like to assure you that we took your dispute seriously and conducted a thorough investigation into the matter. Our records indicate that our team diligently performed their duties, and we stand by the fact that we executed our responsibilities correctly.
  The credit card company's rejection of your dispute supports our assertion that we handled the situation appropriately. Our team made every effort to assist you during this process, offering several different lock options for your consideration, even on a Sunday. We understand how important it is for you to have a secure and satisfactory experience with our service.
  While we regret any inconvenience this may have caused you, we are committed to ensuring the happiness and satisfaction of all our customers. We genuinely value your feedback and want to address any concerns you may have. Your satisfaction is our top priority.
  If there is anything further you would like to discuss or any aspect of the situation that needs attention, please don't hesitate to reach out to us at **********. We are here to help and eager to resolve any outstanding issues to your satisfaction.
  Thank you again for bringing this matter to our attention. We look forward to hearing from you and working towards a resolution that meets your expectations.
  Best regards

  Niv