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:11/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 11/26/2024 I called Master Locksmith at 10:26 am to request same day service for a faulty lock. The representative (******) arrived at 1:03 pm. He inspected the faulty lock, as well as a second similar lock on another door that was also not working properly. He said that both locks needed to be replaced, and that the cost would be approximately $500 per lock plus labor. I agreed to the repairs. ****** departed and a second representative (*****) arrived at approximately 2:45 pm. He replaced the lock on the door with the urgent issue, and made a minor adjustment to the door frame on the second door. He completed the work at 5:00 pm. ***** stated that he needed to go to his car and make a call to "find out what they want to charge you." He returned with a generic, handwritten invoice totaling $3,370 (attached). I told him that I need to submit an actual invoice with a business name on it with my expense report since I paid with my corporate card. He sent me another invoice through an app, which had a total price of $3700.00, which included $185.00 in tax. I told him that we are a tax exempt business, and he changed the invoice again and resent another one (attached). This invoice still did not have a business name on it, but only read "Locksmith Services." Again, I said I need an actual invoice with a business name on it, so he sent me a second one (attached). When I repeated again that I need an invoice with an actual business name, he sent me a third invoice (attached), with a business name of "****** Locksmith &things." When I asked him why the cost of the job was so much higher than the estimate I had been given by ******, he replied "that first guy is not a locksmith and he has no clue about pricing." ***************************** reviews show that this is a recurring scam. Other reviews showed the exact same invoice I received, with response from the "owner" saying that their invoices are not from their business since they do not contain the name Master Locksmith.

  Customer Answer

  Date: 11/28/2024

  Here is the website for the company that I called - Master Locksmith: **************************************

  The phone number (but not the address) matches the company with the same name on other complaints on your website. The address and phone number listed on their website is:

  ********************************************

  **************

  Also, since I ran out of space on your complaint form:

  I called the business back the following day (11/27/2024) to complain. The "owner" **** gave me a bunch of attitude, and STILL refuses to provide me with an invoice with his company name on it. During our conversation, when I asked about the inflated pricing, he claimed that this job took "the better part of an entire day." The locksmith was on site for a total of less than three hours, the majority of which was spent on the phone on personal calls. When I asked why the first estimate was so much lower (approximately $500 for a new lock), he claimed that the type of lock actually costs around $1,000. He refused to answer when I told him I was charged $1,500 for the lock. One other recent ****** review includes a screenshot of an invoice they received, which is the exact same one I received with only "Locksmith Services" listed as the company name, with a response from the "owner" saying that is not an invoice from his company. I checked the sign-in sheet from our office for visitors, and the first representative ****** that came and gave us a false and misleading quote listed "10 Minute Locksmith" as the name of the company he works for. I admit that it is my fault for not asking for a quote in writing up front, and I already paid for the work after it was completed. By the time the work was completed, I was literally alone with this large younger man, as our business closes at 1:30 pm, and all other employees were gone for the day. I did not see a way to dispute the charges or refuse to pay him, so I paid the bill completely using our corporate credit card. This company is obviously scamming people with the generic invoices with miscellaneous company names listed, and giving quotes that are 3-5 times less than the prices they actually charge upon completion of the work. There are many reports of this on both ****** reviews and your website.

   

• Initial Complaint

  Date:08/08/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 called to schedule a rekey service yesterday for this am at 7:30am (Aug 7, 2024). When I made the apt I was informed that the service call was $65 and each key would be $19. This am I received a call at 7:25 from a different man who said he had just gotten the order for the job and he could be there by 8:30. Without a choice, I said fine. He arrived at 9am and 15 min later handed me a bill for $499.99! ****** for the service call and 75 for each key. I explained that I was told a totally different price and he said, well those are starting prices, but they're never the real price! He then told me to use a cash app to pay him. As a woman alone in a home with a strange man, I paid him and thought I'll fight the charge later. After many calls to the company I spoke to a "manager" who essentially told me, too bad. That's the price. I explained what I had been told and that I called for a tech in ************ to save money on the service call. He said it doesn't work like that, we charge from wherever the tech is coming from. This new guy came from **********!I have called the company again to speak with **** Master (listed as the owner) and they tell me that there is no one by that name. I should have paid with a credit card to dispute the charge, but I didn't and now I'm out $450. When I told him I would report his business he said go ahead, it won't be the 1st time. The person I spoke to was ***************************** and the tech that did my keys was *************************.

• Initial Complaint

  Date:12/22/2023

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 met Hunter of Master Locksmith at Flying J's on 10/31/23. Agreed upon work was a replacement keyfob for my 2014 Prius. As fob was being paired to the Prius I learned it was a refurbished. As ****** tried the emergency key for the door it broke. He said that he'd ship me a new one and I should get it in a day or two. ****** preferred that I pay him personally with *****. I never received it. And I noticed that often I needed to hold keyfob next to the start button to get the car to start. I thought maybe it was a weak battery. A new battery did not fix the problem. After no response from my attempts to reach ******. I called Master Locksmith on November 21st. ****** then texted he had tried to order a new emergency key and they were out of stock, then he had forgotten. He said he was out of town for Thanksgiving week and would fix things the next week. No contact with him after that. My phone cannot reach Master Locksmith. My phone seems to be blocked. So I used my wife's phone. They said they would handle it. That was a week and a half ago. No one has followed through. I would like a functional keyfob with working emergency key.

• Initial Complaint

  Date:05/08/2023

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  A locksmith charged me $600 to get me into my apartment and did not replace the lock, leaving my apartment unsecured. After speaking with my landlord, I believe this is considered a crime since I do not have a means to lock my doors now. The locksmiths phone number is attached to the receipt and the number I contacted was ************.

• Initial Complaint

  Date:01/10/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 called to get a quote for a locksmith to unlock my door as my keys were in my car. They had ******************************* call me from **********. When he called I told him I wanted a quote. He said Im 10 minutes away Ill get you the best price he ended up showing up ***** minutes later and was on the phone the entire time. He had his friend use an airbag to get into my car. Took literally a minute. They never discussed a price. More than half of the 7 minutes they were there was me looking for my key in the car and me questioning the amount as I had to ask AFTER they were done how much and he tells me 225!! And not only do I have to pay him this I have to venmo him the money to his personal account. They called at 11:31 they were pulling up. The payment was processed at 11:38. I was ripped off and want a refund

• Initial Complaint

  Date:01/04/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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 was out of town and the pet sitter could not get in using the front door keypad (needed new batteries). The dispatcher never quoted pricing and I advised that this was not an emergency (the cat could wait 24 hours). A gentleman came out to the house and said he would need to destroy the keypad to get in and he could install another one at my cost. When asked about cost he couldnt tell me. I decided to have him go to the back door and try to pick the lock. Ultimately he had to destroy the lock and replace it with one that did not match at the cost of $635!!! Yes you read that right! It was $400 for 2.5 hrs. of work (this includes travel time) along with $235 in fees. They would only take cash app payments and I had to pay the individual that did the work (not the company) which is SHADY!!! You are at their mercy and they prey on people to raise the price! This is not an honest business and they should be shut down because they are nothing but criminals praying on vulnerable people!!!

• Initial Complaint

  Date:06/23/2022

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  They were called out to do a repair on a box at my business. The lock failed two days later and they refused to repair it. We had to pay for another locksmith to come out and the said that the previous locksmith failed to secure a lock screw, which caused the lock to fail.