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:04/06/2024

  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 called Capital Locksmith because my business was burglarized and i needed to rekey two doors. The technician they dispatched would not give me an estimate over the phone. Once at my shop we went over the cost. His thick accent made him difficult to understand. I agreed to a price of 199 per door, which I thought was too high. He spent about a half our doing his work and presented a bill of 2000 dollars. I was incredulous. I asked him to explain the charges. Apparently they charge for each side of the door plus add a whole host of other fees I was not made award of before agreeing to charges. This is not a business, it's a criminal enterprise that takes advantage of small businesses.

  Business Response

  Date: 05/01/2024

  Thank you for bringing this matter to our attention. We are deeply sorry for the experience the customer had with our subcontractor. We have attempted to contact the customer several times and are committed to resolving this matter promptly. 
  
  As this is the first complaint of this nature we have received, we are taking this incident very seriously and will use it as an opportunity to review and improve our processes. We are also prepared to compensate the customer for any inconvenience they have experienced.
  
  We appreciate your understanding and are available to provide any further information you may require.
  
  Sincerely,
  
  ******* *********************************
  
  Capital Locksmith

• Initial Complaint

  Date:02/24/2023

  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 12/17/2022 I lost my key fob to my 2015 Jeep Grand Cherokee. I called Capital Locksmith and ****** came out and replaced my key fob for $279.00. The key worked fine for a couple of weeks and then I started having issues I had never had with my original set of keys from the dealership. My Jeep is a push to start and would not recognize that the key fob was inside the vehicle so it would take me up to 20 times pushing the button before the car would finally start. The automatic unlock sensor by holding the driver or passenger side door handle would not work. The lock/unlock, remote start and remote trunk opener buttons would not work on the key fob itself. The car would start very slowly sometimes so I called a trusted mechanic and he advised it was probably the key not being programmed correctly. I called Capital Locksmith backed on 1/20/2023 and was told the locksmith ****** would be giving me call. He called me on 1/20/2023 and replaced the first key I received from Capital locksmith. At first, the 2nd key was fine and then a couple of weeks later, the same issues starting happening again. I called Capital Locksmith on 2/24/2023 and set up an appointment at 9:30AM for the locksmith to come look at it. I received a text message from Capital Locksmith saying there is nothing wrong with the key and that it must be the car itself and to take it to a mechanic. I called Capital Locksmith and the woman I spoke to could not have been more unprofessional or rude. She was yelling at me, blatantly lied and said I had just told her that there are issues with my car (never happened) to which she responded, "this call is recorded"; would not let me speak and when I asked if I could speak, flat out said no; said Capital Locksmith would NOT come out to fix it again, that I don't know what I'm doing because I'm not in this industry and hung up on me before she said "I hope you have the day that you deserve".

  Business Response

  Date: 02/28/2023

  Hello,

  Our company operate in ******* and not ******, **. There is a company in ****** with a very similar name.

  We called the client to explain and he realized the mistake.

  Could you please cancel this complain as this has nothing to do with us?

   

  Thank you.