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:10/02/2022

  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 *************** is a total scammer he took my money gave me a key that only worked one time when he showed me it then it wouldnt work again when I called his he tried to charge me a extra ************************************************************************************************************* with no key to start my truck but yet he still got paid.

  Business Response

  Date: 03/13/2023

  Hello, thank you for responding to our inquiry regarding this complaint.  We have sat down and reviewed the details of the customer complaint with our bookkeeper, owner and technician.  The customers compliant is leaving out some important details so we would like to provide information to clarify the event.

   

  1. We are a mobile emergency response service.  The customers vehicle was located at a distance that our trip charge and mileage totals $90.00.  This does not include parts, labor or programming.  We were willing to return to the location for just the trip charge; waiving the parts, labor and programming.  To program a key there is the trip charge/mileage, key cost (parts), labor and programming hook up fee.  This is much like a plumber, appliance repair or electrician fee structure.  So we offered to return for just the trip charge waiving the other fees as a solution to the dispute and the customer declined. Our fee structure was clearly stated both on the original service trip, and on communications afterward.

   

  2. Customer was informed at original service visit that their vehicle battery needed to be replaced immediately.  On the initial service the technician had to use a battery boost charging box to complete the work as the battery was dead.  We informed customer that if the battery was not replaced, the **** F150 would lose key programming.  This vehicle requires power to the computer to retain key programming.  If battery is allowed completely discharge there is the likely chance that the replacement key programming process would have to be repeated.  We always suggest a mechanic or auto parts store replace the battery with a battery minder which keeps the vehicle computer powered during the battery swap so the vehicle computer programming information is not lost during the battery swap.  The customer was reminded of this on the phone call made to ask us to return as she claimed her key did not work after 24 hours.  The customer argued that she called the **** Dealership, and stated they denied this key programming loss was possible.  However, discussing this with any auto mechanic will reveal that it is indeed valid that a discharged battery can cause multiple issues on a vehicle including key programming loss.  Also with almost 20 years combined experience in the automotive locksmith industry, we knew that the battery issue is well known and documented.

   

  3. Customer continued to call and text technician repeatedly (after declining our offer to waive parts, labor and programming fee only charging the trip charge to go out and inspect the vehicle) over the next day.  The owner and the technician and the bookkeeper at that time discussed the issue at a meeting.  All felt since the vehicle was located at the customers' auto mechanic who according the customer had done other repairs on the vehicle, it was possible there could be other mechanical or electrical issues contributing to the alleged key programming issue.  It was agreed that the only reasonable option would be to charge a trip charge, as if we were to program a 2nd key the key programming problem could occur a 3rd time.  We felt a mechanic should run diagnostics on the vehicle to confirm or eliminate any other issues with the vehicle that could contribute to the reported issue.  We shared this with the customer who disagreed.

   

  4. Customer left us negative review online that portrayed the situation to make us look like we did not offer solutions to the issue, which we did.  (As stated in customers own words in complaint on BBB site, we would charge $90 to come out which is our trip charge waiving other fees as mentioned above) In addition the customer was unwilling to acknowledge any technical discussion about the vehicle, negotiations broke down into more of a hostile and uncomfortable atmosphere.  We felt tempers were flaring so we finally made the difficult decision to end discussion of any resolutions with the customer as situation seemed intractable.  We prefer to have friendly relationships with our customers and want repeat business; however this particular situation could not be resolved in a friendly professional way due to the unwillingness of the customer to hear our input, consider our offer to waive fees and only charge a trip fee, and continually debate with us any time we tried to discuss the matter by phone and text.  Hopefully this sheds light on the matter, and we consider the situation closed due to difficulty communicating in a professional, open and friendly manner for all parties involved.

   

  Additionally, as Owner, I have to step in for the well being of our employees when customers make employees uncomfortable; or if tempers flare for the customer to cool down. I want both parties to remember that personalities can come into conflict and we must remember that nothing should be taken personally.  Even then, sometimes situations are unsolvable and communications must end so all parties can ultimately move forward and prevent any hurt feelings or unnecessary emotional upset.  Our staff have discussed the importance of professionalism, fee structure communications, and technical issues with all employees and hope to prevent any repeat of situations like this. We wish the customer the best, and hope that we can learn from this event to provide better customer service in future for all our customers.  Thank you,

   

   

  ****, Lead **************Owner

  ****, Owner

  Natasha Bookkeeping/Accounts Payable

   

  Rocky Mountain Security Group