Complaints

• Initial Complaint

  01/27/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid this company to make a copy of my car key. The key was never made but they took my money. I have been calling for 29 days and they keep saying that they refunded my money and that is a lie. When I call they hang up on me. I just want my refund.

  

  Business response

  01/29/2025

  Good morning,

  I would like to inform you that the client was refunded a month ago. As the client paid through an installment payment plan, the refund was promptly processed upon their request. Please find attached the confirmation from ******, which outlines the details of the refund.
  
  Additionally, once the refund was completed, a confirmation email was also sent directly to the client's email address.
  
  Thank you for your attention to this matter.
  
  Customer Support Team
  Sure Lock & Key LLC

• Initial Complaint

  01/14/2025

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The transaction was in July of 2024 in the amount of $500 with tip for a new key for my 2018 **** ********. Gabriel came out and programmed the key, but never cut the keys to work in the doors. I do not have electric windows or doors so this key is of no use to me. I have contacted the company since time of transaction and have gotten nothing but the run around and promises of phone calls to be returned and a time to be made for him to come back out. All to which have never been followed through. They just have shown that they do not care. They have asked me to drive to ********* to meet with him to fix the issue, but I love and work in ******** and do not have time nor do I feel that I need to go to him when they very quickly and easily came to me when they were collecting money. I have been patient long enough and all I’m asking is for them to come out and complete the work for something I paid for.

  

  Business response

  01/15/2025

  Dear *******,

  Thank you for bringing your concerns to our attention. We genuinely apologize for the inconvenience you have experienced with our service. We completely understand how frustrating it can be when expectations are not met, and we want to assure you that we take your feedback seriously.

  To address the issue, we have escalated your concerns to our head technician, who is well-equipped to handle such matters. A senior technician will be dispatched to your location today to thoroughly assess the situation and implement the necessary solutions at no additional cost to you.

  Our goal is to resolve this matter to your satisfaction as quickly as possible. We appreciate your understanding and patience as we work to rectify this situation.

  
  Best regards,
  Sure Lock & Key LLC Support Team

   

   

• Initial Complaint

  09/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 7/23/24 I called SureLock & Key to get spare key and fob for my new/used truck. I was told cost would be $392.43. They provided me with ****** ******* option to make payments. I was to pay $49.05 as initial payment through ****** and make monthly payments. Total with interest would be $449.39. SureLock said they would order part and call me once in to schedule appointment for them to come out and program the fob and cut the key so that i could use to unlock and start truck. I followed up few days later they said they would call once parts were in. On 8/1/24 they called to schedule their technician Gabriel would be out on 8/2/24 between 12pm & 3pm. I made sure I was home, he did not show up until 6pm and when he got there said his machine was not working and would have to come back next day. He called at 845am on 8/3/24 and said he would be there shortly. When he showed up the key and fob were not separate like I requested they were together. He programmed the fob and cut the key but the key would not work in the ignition. He said he did would have to come back. I was told when called originally tech was experienced and been doing for 2 years he only was on job 6 months. At that time i called Sure Lock to cancel the order and ask for refund. I asked them to contact ****** and cancel so no money was taken out of my mom's account as she let me put her bank account to have money pulled from because at time I did not have money in my bank. After several attempts SureLock sent ****** cancellation but said we still owed $220 with the $49.05 we paid owed $194.40. I asked why I was being charged anything when job was not completed and asked for breakdown even agreed to have all but the initial $49.05 refunded. They have not responded since and refuse to cancel and issue full cancellation and refund from ******. I have NO KEY NO FOB and should not pay for their errors. ****** can't cancel and refund without SureLock approval. SureLock is not responding to any communication

  

  Business response

  12/16/2024

  The client’s refund was processed a while ago, and the issue has been fully resolved. The refund was issued in accordance with our policies, and we have not received any further complaints from the client regarding this matter.

  If the client has any remaining concerns or if the refund was not received, please let us know, and we will be happy to investigate further. Otherwise, we believe the matter has been appropriately addressed.

  Best regards,
  Betty S****
  Vendor manager
  Sure Lock & Key LLC

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had a broken key and went to Sure Lock and Key to have it replaced. After being told my Key broke the machine they needed to come back. About two days later the key broke the machine again and they had to come back a 3rd time. My key has not worked since I got it problems with snapped key and the chip inside. I called and text them several times on two other occasions they came out and made me wait for over an hour and half before I went up to Techinacan and he told me they were having a problem copying my Key. I wanted a new Key even know they had been out 4 times to try and fix it. They gave me the rub around not responding to emails and the techinan told me I would be reimbursed and he would deliver the message due to them being unable to fix my Key. I have given them two many chances and this is what led me here. The name of the Business is Sure Lock and Key in *** *****.

  

  Business response

  04/03/2024

  Dear Better Business Bureau,

  
  We appreciate your outreach regarding the matter in question. After conducting a thorough review of our records, it has come to our attention that the service in question was rendered back in February, with our warranty period for the key being limited to three days.

  
  The initial service was executed on Tuesday, February 6th, 2024, and it is important to note that the customer expressed satisfaction by endorsing the invoice with their signature upon completion of the service. Additionally, we have documentation, including photographic evidence, showcasing the successful completion of the service. Prior to commencement, the customer also provided approval for the estimated costs.

  
  On Wednesday, February 14th, we received communication from the customer raising concerns about the service. Despite the warranty period having lapsed, we extended our willingness to assist the customer without charge. Subsequently, the customer informed us that the issue had been resolved after visiting the dealership. It is noteworthy that any subsequent issues may potentially be attributed to the actions of the dealership, thereby limiting our ability to intervene further.

  
  Subsequently, the customer contacted us again in late March, requesting a refund. However, given that it has been two months since the completion of the service and considering the absence of evidence indicating any fault with our service, we find it unfeasible to proceed with a refund. As a gesture of goodwill, we offered the customer the opportunity to obtain a new key at a discounted rate, although a decision has yet to be reached.

  
  Should you require any further evidence or documentation pertaining to this matter, we are more than willing to provide it upon your request.
  Best regards,
  Betty Customer Support Team Sure Lock & Key LLC

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On Friday, January 19, 2024 a representative of Sure Lock and Key LLC, by the name of Nayt, came to my house and gave me a quote of $850 for the installation of four door locks and deadbolts, in addition to drilling one deadbolt hole at my home. I informed Nayt that I already had all of the locks and that there was no need to order nor bring any parts. We simply needed installation. Nayt was clear that he understood. He then scheduled me for an installation date of February 2, 2024 and asked for a deposit of $63.81, which I paid and have the receipt for (see attachment). Within the following two week period, our roof leaked and we had to put a down payment on a new roof. This meant that we did not have enough money to pay $850 for the door lock installations. As a result, we installed the locks ourselves to save our money for the bigger expense of a new roof. I contacted the Sure Lock and Key call center on Thursday, February 1, 2024, 24 hours before the installation date, and canceled the appointment. The call center canceled the appointment and assured me that I would hear back regarding the refund for my deposit. I never received a follow-up call. Over the following week, I contacted Sure Lock and Key 3 more times and was stone walled each time. Each time they promised me that their finance department would call me back, and no one ever did. They even went as far as to say that the deposit was non-refundable because it was for parts ordered, when in fact, no parts were ordered because we already had all of the parts. Nayt can confirm. We simply needed installation, and the installation was canceled. Therefore, no services were rendered. I write this letter because I am requesting that my $63.81 deposit be refunded for services not rendered.

  

  Business response

  02/14/2024

  Dear **** *******,

  I appreciate your initiative in bringing this matter to my attention. However, I must clarify that refunding the deposit, as conveyed by the dispatcher, is not a feasible course of action in this scenario. Several factors inform this decision.

  
  First and foremost, the deposit serves as a vital commitment mechanism from the customer's end. It enables us to effectively allocate resources, particularly in terms of procuring necessary parts and ensuring the smooth progression of scheduled services. Additionally, the deposit often covers incurred expenses during the estimation phase, encompassing the technician's time and associated overhead expenditures. As we can see, you paid the deposit and put your signature on the document, which indicates your agreement to work on this terms.

  
  Given the multifaceted nature of these considerations, issuing a refund in your specific case would not align with our standard practices. I trust this explanation sheds light on the rationale behind our decision, and I kindly urge you to consider the broader context.

  
  Should you require further elucidation or have additional inquiries, please do not hesitate to reach out to me.(**********************)

  
  Best regards,

  Customer Support Team

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My key worked but my fob broke so it was jenky. I called to fix that. I ended up having my whole dash taken apart and he said exactly “this is a waste of time” and left my car like that and my prior working key was bent. Me and my sister called 9x over a 24 hour period without me having a working car to get this addressed. Corey sent someone. They needed another part to fix the prior guys damage. Another 24 hours without a car. Eli was the tech. He was nice. It worked but the ingnition still didn’t turn right. I took it to Honda and the new issue was the key they made. I have the report. So this whole thing without a car. Money for ***** and the key was bad. I’ve yet to receive a response from Corey and Sure Lock Key. My desire is a refund for the key service. I’m not requesting reimbursement of ***** caused or anything. I want this over but the key made after all this was faulty and I have a report from a master tech at ***** stating this.

  

  Business response

  08/21/2023

  Dear customer,
  Greetings,
  I extend my gratitude to you for bringing this matter to our attention. Your concerns are of paramount importance to us, and I want to assure you that we are fully committed to addressing and resolving this situation.
  I would like to inform you that our  manager will be in contact with you at the earliest convenience. We are dedicated to rectifying this issue promptly and providing a satisfactory resolution.
  If there are any further details you would like to share or if you have any additional concerns, please do not hesitate to convey them to us. We greatly value your feedback, and your satisfaction is our ultimate goal.
  Thank you for giving us the opportunity to address this matter. We look forward to resolving it to your complete satisfaction.
  Best regards,
  Betty Sure Lock & Key LLC

  Customer response

  08/21/2023

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

  I have been told several times I’d receive a call and never do. I have two emails into the company that they have yet to respond to date, including at the time of this response.

  With all my attached reports and photos I am looking for reimbursement of my service that was incorrectly completed and left me without a car for almost a week.

  
  Sincerely,
  
  ****** ******

  

  Business response

  09/07/2023

  I am writing in response to the BBB complaint filed by our valued customer, ****** ******, regarding their experience with our services at *** * ****** *** ********* ** ******
  Our management team has been diligently following up on this matter and has made multiple attempts to contact Ms. ****** to discuss and address her concerns. Regrettably, we have yet to receive a response from the customer.
  Please rest assured that our commitment to customer satisfaction remains unwavering. We take all customer feedback seriously, and once Ms. ****** responds to our attempts at communication, we will promptly and comprehensively address and resolve any outstanding issues to her satisfaction.
  We greatly appreciate the Better Business Bureau's role in facilitating these communications, and we are dedicated to achieving a resolution that aligns with our commitment to exceptional service.
  If you or Ms. ****** require any additional information or if you have any further questions, please do not hesitate to contact me directly at [Your Contact Information].
  Thank you for your understanding, and we look forward to the opportunity to resolve this matter amicably.
  Sincerely,

  Customer Support Team 

  Customer response

  09/07/2023

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

  They have not contacted me once. They called my sister one time and offered their services (nothing about my complaint). I don’t know what I can provide for that but I can assure you there’s no calls to me.

  In addition, my emails to the company is still unaddressed. I have this screenshotted but it would not allow me to attach. Please contact me if needed and I can provide.
  

  Sincerely,

  
  Sincerely,
  
  ****** ******

• Initial Complaint

  08/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  lock smith came out and change two separate locks. i only recieved keys for 1 of the locks. i have been trying to get a hold of someone to come and bring me my keys for week now and no one has gotten this matter settled. i keep getting promises of call backs, but this never happens. i have texted the number the technician gave with no reply. these locks are expensive and i cannot aford to change the lock because i do not have keys. this is ridiculous.

  

  Business response

  08/03/2023

  Dear ******** *******,

  
  Thank you for sharing the details of this issue with us. Your feedback is important, and we want you to know that we truly value you as a client.
  We take this problem very seriously, and after conducting a preliminary investigation, we have decided to send a technician to your location to complete the service. Our aim is to ensure that you are satisfied with the resolution.
  Should you have any further concerns or questions, please do not hesitate to text us. We are here to address any issues and provide the best service possible.
  Thank you again for bringing this matter to our attention. We appreciate your understanding and look forward to resolving this to your satisfaction.
  Warm regards,
  Customer Support Team

  Sure Lock & Key LLC

• Initial Complaint

  06/07/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  SERVICE BEWARE. Liel N**** came out and was very polite and did good work however he did not give a quote to my wife prior to replace two lock cylinders on our doors at our retail store. He then told my wife the bill would be $995 after his discount. What a rip off, I called 3 other locksmith who both said it should not have costs more than $300. A real shame to take advantage of women. I will be filing a report with the BBB. SERVICE BEWARE.

  

  Business response

  06/08/2023

  Dear **** *******,
  Thank you for bringing your concerns to our attention. We sincerely apologize for any inconvenience you may have experienced with our service. We take customer feedback seriously and strive to address any issues promptly and to your satisfaction.
  First and foremost, we would like to express our gratitude for acknowledging the politeness and quality of work performed by Liel N****. We are proud of our team members who consistently aim to provide excellent service to our customers.
  Regarding the lack of a quote before replacing the lock cylinders, we understand how important transparency is when it comes to pricing. We apologize for any miscommunication or oversight in this ****er. We have taken note of your feedback and will work on improving our process to ensure that all customers receive accurate and detailed pricing information prior to any service.
  As for the discrepancy in pricing, we appreciate you bringing this to our attention. While we strive to offer competitive rates, there can be variations in pricing among different locksmiths based on factors such as service quality, expertise, and the specific requirements of the job. However, we acknowledge that the difference you mentioned seems significant, and we would like to investigate this further to ensure fairness and transparency in our pricing structure.
  We encourage you to reach out to us directly at ********************** with your contact information and any additional details about the service you received. Our team will promptly address your concerns and work towards a resolution that satisfies your expectations. We value your feedback and want to make sure we rectify any dissatisfaction you may have experienced.
  Once again, we apologize for any inconvenience caused, and we look forward to the opportunity to make things right. We appreciate your understanding and your willingness to provide us with an opportunity to improve our service.
  Best regards,
  Sure Lock & Key

  Customer Support Team

  Customer response

  06/08/2023

  
  Complaint: ********
  
  I am rejecting this response because: I spoke with someone from your business yesterday. I called them back and he said he would call me back in 20 minutes to discuss further. I never heard back from him. This is very similar to what happened when I called your company initially after the work had been completed. They told me a manager would call back with 48 hours. That also did not happen which is the reason for the official BBB complaint. I cannot seem to get anyone on the phone to resolve. 
  
  Sincerely,
  
  ******* *******

  Customer response

  07/21/2023

  We agreed on a partial refund. Please have this resolved.

• Initial Complaint

  08/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We called the company for service on a patio door. We were told over the phone if the handle would need to be replaced, it would be no more than $85 and a $27 service fee. Upon arrival, the technician said the door handle was broken and needed to be replaced and would be $150. I told him that were were quoted another price and that I would not pay that. He demanded I pay $39 for a service fee. I discovered the door was in face not broken and just needed a screw on the track moved. The technician lied about the door and the fees. I attempted to speak with a manager and they referred to the email for corporate assistance, where I was told that the issue was solved. When I told them it was not, they told me that is what they charge and have a nice day. This is completely lying to a customer and giving false estimates.

  

  Business response

  08/15/2022

  
  Dear Sir or Madam:
  Thank you for notifying us of this issue. We are already aware of the problem the customer has written about. The issue has occurred and we are really sorry for that , so we have already notified the customer that we will male a full refund of $39to solve this problem.
  We've apologized for the problem caused to the customer. Also, due to the inconvenience faced.
  Thank you for contacting us. We want to ensure that the issue will be solved on priority as soon as possible.
  Have a good day.
  Sincerely,
  Customer Support Team
  Sure Lock&key, The Locksmith
  ** ***** ** *** ***** *** ****** ** **********

• Initial Complaint

  08/04/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested service from this company around May 24th 2022. For replacement and programing of a car key. I was then by dispatch that if I drove to their home office I would be charged a rate btwn $70-175. When i arrived and the technician gave me a seperate price to which i did not agree or authorize he then took my original key and pulled it apart as it was temporarily being held together with glue. After i left the office i noticed the charge on my card that was not authorized by me to them. The morning after my key stopped working and would not respond. I called the company which they then told me to message costomer service which i did with no response. When i called a second time they had thw technician who i initially encountered call me back but refused to come out to me and fix the key that i had been charged for because he wanted me to pay his service fee to which I would not accept. I called on 7/28/22 AGAIN 2nd attempt the technician calls me and ask me if I'm paying the service fee I said NO which I was told by the company if the initial technician comes back out i do not have to pay anything. he then said ok and hung up without attempting to help...he never made an appointment to come back and fix it like I requested. My last attempt in trying to either get help or my money back was now on 8/1/22 I encountered the 2 dispatchers over the phone Zoe and Walter who hung up on me and blocked my number,which I then had my co worker call and Walter answered...when I expressed how unprofessional that was and how upset I was that they were treating me that way he hung up on me and blocked my co workers number. The morning after I decided to report this company to the bbb and the attorney General they finally responded to my email with empty claims of fixing the issue it is now currently 8/4/22 and the technician the company promised they would send out to fix the key has still never showed up. I just wanted all consumers to be aware of Sure Lock Key LLC

  

  Business response

  08/21/2022

  Dear Sir or Madam,

  
  Thank you for notifying us of this issue. We are already aware of the problem you have written about. The issue has occurred due to the mistakes of our staff, so we already called the customer and agreed on the possible ways to solve it. We talked to the customer and she can confirm that everything is fine already. 

  
  Sincerely,

  
  Customer Support Team

*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. ↩