Complaints

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 13, 2023 purchased 3 Medeco locks to be installed July 17, 2023. Technician ***** from ********* office called to say hes on the way to install 1 lock. I corrected him, he said hed call the office and call me back. He did, saying he had to go back and pick up other 2 locks. He showed up 40 minutes later with locks keyed incorrectly so he returned to ******** office to drop them off to be rekeyed per my original request. Because of his odd behavior I drove to the *************** shortly after he left. I asked ****, who sold me the locks, why he was sent with only one. She was visibly surprised and told me she handed him all 3 locks when he left the shop for my house. She also rescheduled installation for the following day with their Clermont technician. I wrote to Affordable on July 19 in response to a request for review indicating there would be a 2nd email with details about the issue with the technician who lied about the number of locks hed received. I never received any response from Affordable Lock regarding the significant problem with the Altamonte technician *****. Due to the cost of securing an attorney I chose to drop it. I resurrected this issue because of a very recent second security issue with another technician from the **************** that has compromised the integrity and security of my homes locks. I have filed the second recent issue under Affordable *************** location.

  Business response

  05/17/2024

  The customer ordered three *************************** locks from our ******** location. According to industry standards, we keyed all three locks to work with one key, as they were intended for a single home, and the customer did not specify a preference for different keys. When our technician arrived to install the locks, he informed the customer that they would all work with a single key. At this point, the customer expressed dissatisfaction and requested that each lock be keyed differently.
  Due to the nature of high-security locks, our technicians do not have the necessary equipment to rekey these locks on-site. Consequently, the technician took the locks back to our shop to rekey them as requested, at no additional cost to the customer, despite the standard fee of $36 per high-security cylinder.
  Regarding the after-hours call, the customer reported concerns about her neighbors allegedly pumping poisonous gas into her air vents and requested that her high-security cylinders be rekeyed again. Since our shop was closed, we were unable to rekey the locks at that time. To ensure the customer's immediate safety, our technician temporarily replaced the high-security locks with regular ones until we could properly rekey the original locks during business hours.
  However, during this visit, the customer accused our technician of being complicit with her neighbors in an attempt to harm her. Following this serious accusation and similar accusations against another technician, we made the difficult decision to cease further work at her residence to ensure the safety and well-being of our employees.
  The customer was charged for the after-hours service call, which included the temporary lock change and subsequent reinstallation of the original high-security locks. This fee is standard for after-hours services.
  We regret that we were unable to meet the customer's expectations and ensure her satisfaction. We acted in good faith and took extra measures to accommodate her needs without additional charges for rekeying the locks. Our primary concern remains the safety and well-being of both our customers and our staff.

*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. ↩