ComplaintsforS.O.S Locksmith

• Initial Complaint

  03/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  We used S.O.S. Locksmith company from London to help us with our fromt door lock that was not opening. The locksmith charged us for a new cylinder (core) and a re-key only to uncover that the locksmith did NOT replace our lock with new cylinder. We took our lock apart and we still have our old cylinder and chipped screw that was there prior to any work being done. We requested our old part back and the locksmith gave us another part that did not belong, and then after speaking with him on the phone, he acknowledged he did in fact give us another part and said what was our problem your lock is now working. We indicated our issue was the fact that we were charged for a new part and rekey which was not required. This company is very dishonest and they have blocked my number. I spoke with the manager (***) once and he said it was at his request the our number be blocked. He requested that we send a pic of our old part and item# which we have sent to him and have yet to hear back. He also indicated that sometimes they will repair with old parts but this is clearly our old part with our old chipped screw as we had taken it apart and had the serial # documented prior. We were simply ripped off by this locksmith and company. We are looking for your help in getting some of our money back. The locksmith said a rekey would be required for a new part. The new part charge was $45 and re-key $80. We told the owner *** we wanted our money back for the new part that was not installed and the rekey. *** said he would give $45 back after review of the pic but not refund us for a rekey. I again, reiterated that the rekey would not be required for our old part. I indicated this was unacceptable and the owner hung up on me, and called from a spam # that would not accept return calls. Totally disappointed this S.O.S business is conducting business like this and scamming people every day!

  Business response

  25/09/2023

  We have tried to help her and resolve the issue, but she was very unreasonable and rude, so unfortunately, we won't be able to help her any further.
  
  Thank you 
  S.O.S Locksmith

  Customer response

  25/09/2023

  
  Complaint: ********
  
  I am rejecting this response because:

   

  In response to the owner of SOS Locksmith company’s reply indicating that I was rude is not a fair statement.
  
  I was clear in my communication why I was dissatisfied with their services, and the owner continued to cut me off as I was speaking on the phone with him.  I only received a call back from the owner at 9:00 pm after several attempts to reach him.
  
  My number was blocked previously, and when the owner did finally call me back, it was from a SPAM number which I was surprised I even picked it up especially late in the evening,
  
  The owner acknowledged he blocked my number and indicated he did not wish to be harassed.  I made several attempts to call back as the manager did NOT want to deal with the issue.
  
  The owner acknowledged that sometimes they install used parts, but in speaking with the technician earlier that day, he assured me it was a new part we paid for.
  
  I was clear in my communication that we did not appreciate the dishonesty and would like a refund, as we were not provided with a new part.
  
  The owner requested I send a picture as proof.  The following day, we dismantled the lock again and took some pics as proof our old lock was reinstalled.
  
  I did NOT hear back from owner again after sending these pics several times as proof.  No compensation has been provided whatsoever.
  
  
  
  Sincerely,
  
  ***** ********

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