ComplaintsforJoe East Enterprises

• Initial Complaint

  11/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I reached out to them for a lock problem , it had been getting worse over last 3 months , they came and charged a labor and visit charge saying they fixed it , but it stopped working in a few hours . They failed to advise me its a bad lock and should be replaced , just made their money ! I should have just asked for a refund then knowing they probably will repeat this again and again , but they assured they would handle it and install a new lock as a complaint resolution . I got the new lock myself after discussing back and forth with them as they said getting a lock from them would be more expensive . They now came to install the lock but they failed to inform me the lock needs an additional part inspite of me sending pictures and discussing all along . Once I got the additional part they are now saying they had already come out and would not honour their resolution to fix their mistake but again whose mistake was it after discussing sending pictures of the parts etc etc ! Now they want to charge an additional amount , had they been clear in communicating with me , would not have led to this ! A resolution should be a complete resolution, fix all the parts or refund my money .

  Business response

  12/04/2023

  The customer ordered a different handle set than what was recommended, which we were unable to make work with the door. We returned and agreed to honor the warranty although it was customer provided parts. The technician and his lead both advised the customer that any further work would be full price and we would not honor a warranty on customer provided parts again. We also offered a discounted rate to return for a fourth time. We can still return onsite at that discounted rate to complete the service.

  Customer response

  12/04/2023

  I am rejecting this solution response because:   
  they did not do the right thing the first visit ,after that ,  I had asked them about the lock they said they charge over 300 for the lock if purchased from them and recommended for me to buy my own lock .( again misguided ) I was communicating all along and they told me although they dont sell kwickset but these do work and answered my inquiries about which lock to get but failed to advice me I needed a thick door kit as well , once the thick door kit came and I sent the picture they failed to inform me it missing another part ! They have needed to return everytime  because of their lack of transparency!
  First time they do a lousy job 

  Second time the lock they said was ok to get 

  third time after seeing the picture of a missing part and still not saying pls get complete parts for us to return or this will be a separate visit  
  being a locksmith if you can anticipate on going issues about hardware and fit of locks why misguide someone making them think you care and you are saving them money, why say you care or stand behind your service but keep repeating over again and again a lack of clarity ! 
  an acceptable solution should be to fix the issue without a separate addition charge as their technician is responsible for making a third visit after seeing picture of a missing part and failing to inform its still missing a part !!! 
  btw they may not resolve this to my satisfaction but they sure made me get a PhD in locks !!!

  Business response

  12/04/2023

  The first request the technician went onsite and rekeyed hardware. No parts were used. The customer was charged accordingly.

  The second request the technician went onsite to repair customer provided hardware and advised that any following trips with result in full pricing and no warranty. The customer was charged accordingly.

  The third request the technician went onsite and confirmed the customer ordered a different handle set than was what recommended for the door. A technician has to see the parts onsite to confirm if able to service. Pictures are not a guarantee. No charges for this trip and customer made aware that we do not warranty anything customer provided for future requests.

  We still offered a discounted rate to return for the fourth time although this is against policy. At this point the customer wanted to try another company. The only solution I have is to send the technician back onsite and waive the service trip fee but labor fees will be due for the work the technician completes.

  Customer response

  12/04/2023

  I am rejecting this response because:   

• Initial Complaint

  10/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I requested a tech service call and was quoted $95 for the visit. Then after the tech shows up the director or sales tells me it's now $285.00 or he is going to shut off my security system. Extremely unethical and their director of sales if the most unprofessional person I have ever talked to. This was basically extortion

  Business response

  11/03/2023

  Good Morning Mark,

  I apologize for the inconvenience this has caused. I did speak with our director of sales and his project coordinator.

  Our team advised you that in order for the cards to work that internet was required. You confirmed that you did have internet. We also advised that if we sent a technician out to your location and the issue was something on your end that we would have to charge for our service call and labor. 

  ************** arrived and found that there was not working internet therefore we charged appropriately. I do apologize if our teams behavior was unprofessional, that is not how we do business and have remained in business for over  70 years. 

  Customer response

  11/03/2023

  I am rejecting this response because I was quoted $95 ********** and $100 for the badges. Then once the tech was there the director of sales told me .....now the ********** is $285 or he threatened he would shut my system off. A system I own. Extremely unethical and borderline extortion. I want a refund for the difference of what I paid back. I should have only paid $195 and ended up paying $450. 

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