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:03/11/2024

  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.

  I was quoted around $235, was charged $529 at the end of it. I was quoted $35 for the service charge and then around $200 for the key when I called on the phone. Then the guy is there for about all of 15 minutes and opens my car and gets me a new key. He tells me its gonna be $529 all of a sudden. Now theres a labor charge of $80, a charge for the code for the key, plus what I was already quoted. Their license number is ****** in *****

  Business Response

  Date: 04/16/2024

  Hi, I need the invoice number and date when service was received. 

  Customer Answer

  Date: 04/16/2024

  Complaint: 21411106
  
  I am rejecting this response because: they are not resolving the issue yet, they are only asking for more information. The service address is ***************************************. I do not have the invoice number. I wasnt given an invoice. The date of service was Sunday November 12, 2023. Also, I have already emailed them regarding this matter as requested on my ****** review and no one replied. 

  
  Regards,
  
  ****** ******

  Business Response

  Date: 10/18/2024

  Hi 
  I am sorry to hear that you felt unsatisfied with the service you received. We make every effort to ensure that our customers are charged a fair price and that they understand what they are being charged for. The price can sometimes vary depending on what it takes to open the lock or make a key, which is determined once they inspect the lock they are opening or key they make. If you have questions about why you were charged what you were, I would be more than happy to go over the invoice with you and correct any discrepancies should they exist. 
  
  Please shoot us an email at *************************************************************************************************** with your phone number, invoice # and address where service was requested so that we may review your situation and ensure

  You satisfaction.

• Initial Complaint

  Date:12/26/2023

  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.

  On Wednesday December 20th at 9:30, I called Express Local Service to come to my home so that they could make me a new key fob. The previous day I lost my keys to my ***** Civic. Over the phone we agree that the key would be $210, charged $250. The worker arrives about 10:00pm, Im watching as hes disassembling my drivers door handle. After about an hour or so(he was having difficulty), he gets a new key fob made and starts my ignition. He leaves the keys in my vehicle and says, leave it running for a while. He leaves in a hurry before we could thoroughly checkout the key he made. After leaving my car running as advised I realize that my key does not effectively work on the door handle. It wont turn properly, or unlock the door. I call him back, he tells me to give him 15 minutes. 45 minutes go by and I text to see if he is still coming. He ends up telling me he will come in the morning since it was already pretty late. He doesnt come to my home until 3pm (Thursday) the next day. He fixed the problem but he pointed out that the door handle is a little loose. He stated that he didnt know how to fix it. So he left me with a loose door handle. Friday night comes and I try to open my car door, suddenly my whole door handle falls off my vehicle. Its now 11pm at night, I call the company I get no help. I had to pay an additional $90 for a different company to unlock ny vehicle since I couldnt get in without a door handle. The new key doesnt have any buttons to automatically open the vehicle, the door handle is the only way in. I cant get a hold of any higher management and the worker says he cant do anything for me. I am hopeless at this point as I sit at home with my car currently locked and no handle. So today I will have to pay another company to unlock my door and the. Pay someone else to fix the handle. I am asking for $250 for the key fob and an additional $90 for the pop a lock service and $100 for a new door handle that is completely dismantled

  Business Response

  Date: 01/25/2024

  Hi 

  I am sorry to hear that you felt unsatisfied with the service you received. We make every effort to ensure that all our customers are satisfied.

   

  However ************** did not disassemble your driver door handle first time he came. He was trying to read the key cuts with lishi through the key way on your door handle.

  The reason he told you to leave the car on for a while is bc your battery was low. Then when he came back day after he saw the door handle was loose and was trying to solve the problem for you he explained you that you missing a s**** and he fix it temporarily with another one.

  He never told you he doesnt know how to fix it.

  And you actually said no problem that your dad can fix it.

  The reason you didnt get key fob with unlock bottom is bc you didnt want to pay for it.

  My technician did everything he can to help you for problem that was originally there and not cause by him.

  Unfortunately Im not able to do any refunds on this matter as the job is done and completed,key fob was provided and worked on the ignition and door.

   

  Sincerely 

   

  Express local service 

• Initial Complaint

  Date:07/11/2023

  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.

  On 5/15/23 the manager for Express local Services came to my home to replace my vehicle key with chip in it. First he said it was going to be ****** I told him they quoted me on the phone ***** to *****. I told him to cancel because 425. Was not in my budget. He said ok 3***** I said no it's ok. He said what's in your budget I said ****** he said ok for ******. He finished and gave me a key and a chip and he told me they need to be together so put tape or something so they stay together. I was never offered to purchase a remote key. So my key and chip kept falling apart so my car would not start I had to struggle keeping them together finally car would start. I became frustrated so called them to file a complaint. Well the same person I was complaining about called me he was the manager. He was rude and wanted to charge me for him to come back to fix the problem. I told him no and started telling. Him I was going to give a bad review so he came back with out charging me. So he put black utility tape to keep chip and key together and told me I had to push the key in real hard because the tape was in the way. So I did it started. However, I started having problems with my car starting. I put in shop and mechanic changed a sensor. It still gave me problems so I took to AutoZone they hooked up a device that says what needs I needed a battery so I replaced battery and still same problem car wouldnt start. After trying a couple of times and pushing the key in hard it would start. Ive been dealing with this for estimate month and a half. So I decided to call Express Loc. serv. To let them know what problem I am having with their work. Well the same manager that did the job calls me and i explain my issue he was **** and said there would be a charge for him coming back. I told him I did not think that was fair when on their website I did not see pics of keys with black utility tape he said he ran out of hard placmnts I said that wasn't my fault. He yelled at me hung up.

  Business Response

  Date: 08/24/2023

  Hi 
  I am sorry to hear that you felt unsatisfied with the service you received. We make every effort to ensure that our customers are charged a fair price and that they understand what they are being charged for.

  However in this case our manager did above and beyond to help you.

  
  

  In any other case this would be considered a good review but let's start from the beginning. I was called out to make a key for a *********** The customer had a broken shell and complained that her car wasn't starting. I offered her a quote to replace the entire key and programming for 425. She didn't have the funds at this point I could have left but I persisted in order to try to help. I lowered my price by 100 for the same service she again refused and said that she had only 150. Once again I could have left but I felt bad. The lady was in poor health and I felt badly about the situation. So I agreed to help her out regardless. I then went on to replace the chip that the customer had lost and programmed it to her car. Checked that it started and made sure she understood that I had programmed the chip but that she would have to use it with her old key and that she could use tape to hold it in place. After a few days I received a call saying that it was too difficult for her to use her key because it was in such bad condition. I explained that in order to come back and replace the key I would have to charge her because that was never included in the original agreement. After threatening me and screaming at me over the phone I agreed to come back to settle the matter in order not to have an unhappy customer. I came back cut a brand new key taped the chip to the key so that it would work properly and start the car. Even cut a spare key in case she locked her keys in the car. After once again making sure the customer was satisfied I went on my way. After a few weeks I received a call again complaining that car wouldn't start. I asked what the issue was and she told me she had taken the car to a mechanic and there was a sensor issue after that a battery issue. The car had been starting just fine for weeks and somehow she believed the key was the issue. It was not the issue but she wouldn't listen. So to sum up. I made a key that I typically charge 425 for 150 I came back to verify it worked and after 3 or 4 weeks her car began to have trouble and she blames it on me. You couldn't make this up if you tried. I did everything in my power to help this lady and went out of my way to make sure she has a working key for a fraction of the price and this is the thanks I get. Should have walked away instead of being nice. 

   

  If anything else we could help with please give us a call **********.

  Customer Answer

  Date: 09/03/2023

  Complaint: 20306099
  
  I am rejecting this response because everyth
  
  Regards,
  
  *******************************