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:07/30/2024

  Type:Billing 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.

  We never received a quote the guy ran our card for unknown amount and said it was declined. Then he said I’ll try again and charged us $310 and started to pull off. We questioned him about the price he said I don’t know call your insurance and tell them your key didn’t work anymore and they will give you your money back and he drove off. Overcharged did not state pricing

  Business Response

  Date: 08/02/2024

  Hello, 

  We confirm this is not our customer and the screenshot of the receipt does not belong to us. Most probably this person has the wrong information about the company who did the service for her. 

  Again, we confirm, it was not us. Also we've checked and we don't have any information stored in our system about this person. 

  Regards

  Jacob

• Initial Complaint

  Date:06/07/2024

  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.

  I locked my keys in my house this morning so I called Lightning Fast Locksmith to gain entry to my house, the employee that showed up was in a rental car with no markings of being a company vehicle as well as having no uniform on, he attempted to lock pick the front door after giving me a quote of $175 for about 5 minutes before saying “I can’t lock pick this door I can drill the lock out for slightly more” I okayed this figuring that “a little more” meant $20-$40. It turns out that “a little more” is $245 more. He gave me no quote that drilling the door would be $420 he just said a little more that $175

  Business Response

  Date: 06/17/2024

  Hi *******, 

  This customer has nothing to complain about, our tech got on site very fast and did a high quality job there, customer had a very complicated lock on his property and we provided the proper receipt to him, in general he had to pay $515 and he even signed on a receipt, but by the end he paid only $290. Attached the signed proof as well. 

  We are the ones who had to complain about him not vice versa. 

  We can not accept this complaint at all. 

  Regards

  Jacob K***

  Business Response

  Date: 06/24/2024

  Hi

  Sadly we don't have it, cause the receipt that I provided earlier is the one that we have. That was the original receipt but as mentioned, he paid only $290 and refused to pay full amount. 

• Initial Complaint

  Date:05/15/2024

  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.

  They came out to fix a lock on my sliding glass door. I was told that the parts and labor were under warranty for 3 months. Once fixed the locked worked for 2 days. I called the company and they resent the same guy out, who had to recrew in a piece. Then proceeded to show me how to lock it. 5 days later the lock was not working again. I called to have someone come out and they told me that they would let the manager know and he would be calling me to fix the problem. Needles to say after multiple phone calls, asking for someone to come fix my lock, or to send me a refund, I kept getting the same line. Our manager is aware and will be reaching out. Here we are now almost 2 1/2 months in and I have heard nothing and still have a lock that is not working. I believe they are waiting out the 3 months, this way they will not be responsible for anything.

  Business Response

  Date: 05/15/2024

  Hello, 

  Sadly this issue was never brought to my attention. I was trying to contact the customer directly just now, but it goes straight to VM. 

  Please let her know to contact me directly at ###-###-####, we will issue a full refund for her right away as soon as she calls me. 

• Initial Complaint

  Date:04/16/2024

  Type:Billing 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.

  On 4/15/24 I called Lightning Fast Locksmith and asked how much was a trip charge and estimate to align front door w new Plate and screws for deadbolt. I was told " a minimum trip charge" of $45. That would be included in total if repair made. When technician arrived (a Russian speaking man in his personal car- no logos or anything indicating a company) I showed him the problem with the dead bolt not aligned -therefore I could not use. He told me he would fix it for $150. Total. I said yes...and asked him if he would replace the deadbolt plate and he replied.. I got it. The next thing you know-- I hear a drill.... and wood and metal was all over my floor. He was getting ready to put back the old screws... when I asked him-- don't you have a new plate and new screws-- he replied no. I was mortified. The plate was sawed out and rough to touch. I would cut myself if I put my finger near there. So I said wait...I have a plate and screws I purchased from **** ***** when I was contemplating replacing it myself. He took the two long screws and used them. He said he will not install plate unless a larger fee. He didn't bother cleaning up- metal fragments and wood all over my floor. And proceeded to tell me it's $195. I replied "no way" you said $150 and from what I can see(?) this wasn't done properly. It looks like a hack job!? He replied $195. And that's it. I was mortified. The man was standing inside my house- so I thought the best thing for me to do (I was alone in the house) was to pay him. He also said if I used a credit card he needed to add 10% more so I paid on cash. I would like a refund of 100% as I need to pay again to get this repaired properly.

  Business Response

  Date: 04/16/2024

  Thank you for bringing this to our attention! 

  This customer already contacted us by herself and we are arranging to send a technician back to fix the issue there. She agreed to repair it. 

• Initial Complaint

  Date:01/20/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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 December 26, 2023 I needed a key made for a door lock for a house I was moving into the next day. I chose Lightning Fast Locksmith Service for the job from a random ****** search. A man showed up and didn't speak English to my understanding and I asked for a key. I saw him take the lock to his car and sit there for a very long time. My contractor was here and we both decided to call the office to ask about their employee. It was taking way too long. He returned and got to work out of my direct line of sight and when I checked on him, he was installing a smart lock on my door. He was asking for my phone and passwords to operate the lock and I was very uncomfortable. He was telling me that this was a $600 lock or something. I told him I didn't WANT that lock, I just wanted a key to my lock. Its a new lock and a new door, the previous owner just didn't leave a key. He looked angry and took the smart lock back off, put a different cheap lock on my door and said he "rekeyed" my front door to match the back door lock. It doesn't work and I didn't see him do it. He said $250.00 when he was removing his own smart lock but charged me $444.00. my bill says Service $49 lock $99 lock $89 labor $49 rekey $79 rekey $79 I should pay ONE service labor at $49.00, ONE lock because they are a set from Lowe's at $89 or $99 (but not BOTH for one lock set) and I should pay NOTHING for rekey because it doesn't work. I want a refund of $296.00. I was frauded by this man. My efforts: I called the office twice to speak to owner. He said he would talk to his employee. No follow through with me. I sent him a message through his website. No reply.

  Business Response

  Date: 02/27/2024

  Dear ******* ***********, 
  
  Thank you for bringing this complaint to our attention! 
  
  We've got the call from ***** ***** on December 26, 08:19 AM. She originally requested to change 2 locks and had never mentioned anything regarding making a new key for the lock as she informed you in her complaint (We have a recorded conversation to prove that). 
  
  Our technician did whatever he was asked to do and replaced 2 locks as ***** ***** originally requested. 
  
  We don't understand where this complain is coming from, because we did our job in a perfect way. 
  
  After that we'd never received any kind of text message or a call from ***** about her complaint, she never contacted us after we did the job and I've mentioned this with you when I spoke to you over the phone. 
  
  According to our notes and the recording, there is nothing wrong with the job that we did. So we don't really think that we need to refund anything to ***** *****, as long as we did whatever she originally requested. 
  
  Please let us know if you need that recording and we can provide it to you proving we are telling the truth. 
  
  Regards 
  Jacob K***

  Customer Answer

  Date: 03/05/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have ONE locking handle and ONE deadbolt installed above it. Is THAT what you call 2 locks installed? It was a brand new door, I just didn't have a key. We contacted you twice by phone and once through your email. I spoke to you both times. It's ridiculous to say I never complained. I paid $444.00 for a lock set from **** *****. That is what I have Sir. Everything else listed on that bill is fabricated.  Your technician scammed me. I stand by my complaint that I was WAY overcharged for the service provided.  I don't think the owner understands the situation.  If I find a way to leave reviews for this business, I definitely will.

  ***** *****
  

  Business Response

  Date: 04/17/2024

  Hello, 
  We did this job back in December, 2023, unfortunately all recordings which are more than 60 days old are deleted automatically from the system and they can not be recovered. We provided enough proof already that this customer is lying to you and she is simply trying to do something bad. Plus, it's obvious, nobody forced her to pay for the service, she originally requested to replace locks and before payment, she was aware of the amount. Plus, she was well aware how many locks needed to be replaced on site and the job as well, was done accordingly and she has never reported about defective locks or the labor. 
  Providing proof after a long time period, is nonsense. When we first replied to this complaint, we had all the proof, but nobody from your side as well requested them on time. Now, sadly we can not provide anything but the word of truth that we have with us. 
  As mentioned before, she never contacted us directly to report the issue. And it's obvious, it was all her intension to do this whole drama. 
  We are all humans and we also make mistakes, but we always do our best to fix them and we never say no to any of the complaints to be fixed on time, especially when customers are reaching us directly, we always send technicians back to the locations to fix the issue right away if necessary. But this above mentioned customer has never reached us directly and never told us anything about the issue. 
  We believe you have our first reply regarding this matter and all we sent you was 100% truth, now it's completely up to you believe it or not. 

  Regards

  Jacob K***

  Customer Answer

  Date: 05/11/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Discrepancies from Locksmith Company:

  He stated that I didn't contact him.  That is untrue.  I called him while his employee was still here.  I messaged him through his website once he didn't return my second phone call. He called me after the job was complete. So that's 3 times that I contacted him with my complaint.  

  I did not get a price up front.  That is also not true.  

  My receipt shows the cost for 2 locks.  I only got 1.

  My receipts shows the cost for Rekeying TWICE at $79.00 each.  Nothing was rekeyed.  The key that came with the new lock is all I have.

  A breakdown of my receipt:

  $49.oo service call

  $99.00 lock

  $89.00 lock

  $49.00 Labor

  $79.00 Rekey

  $79.00 Rekey (yes, twice)

  Since I received only 1 lock, the second lock charge is incorrect.

  Since I didn't get anything rekeyed, both rekey items are incorrect.

  Labor and Service call are each $49.00.

  This owner is not acknowledging anything about my complaint.  I've included a picture of the lock set installed so you can see it's nothing special.  They sell for around $59.00 at **** *****. I was charged $444.00 which is ridiculously overpriced.  He took advantage of me and I will stand by my complaint.  I have the receipt and the pictures. I also have a witness since I was moving.  My realtor was here to see it all and even listened in on speaker phone when I called while his employee was here.  I will make sure that I share my experience with this company to anyone who will listen.  He is dishonest and basically took advantage of me.

  ***** *****