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:03/18/2025

  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 this company for a quote on two vehicles a ****** Titan and Pontiac Grand AM. I was told they'd send someone to do a free quote. He first arrived two hours early at the wrong house and when I waved him down the street, he threw his car in reverse and flew backwards about 3 houses to mine and to opposite side of road. He gets out looks at truck and walks away without saying anything and goes and makes the key with no quote. He wants $250 for it. I ask him can't we pay at the same time for the two and what's this one going to cost then. He then tells me he can't make right now, it's a special key and that grand am and oldsmobile cars are trash. I said what amount he said $300-350 maybe more! I then called another company and they said $450 for both! And that was emergency after hours service and they'd do it right then! $150 difference, I would of went with them had he quoted me like I was told he would. I called to tell them he didn't do an initial quote, etc. Was told I'd get a call back in 5-10 min. That was Thursday and it's now Tuesday!!! Terrible service.

  Business Response

  Date: 04/10/2025

  Hi, please call **********

  We can discuss and wellness take care of it.

   

  Thank you

• Initial Complaint

  Date:09/05/2024

  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.

  The locksmith was called to fix a lock. They stated it was a $30 trip charge and work to be done. The instructions were to check in with us before work was done. The locksmith did not follow instructions and began destroying the wrong lock on the door (the lock we had a working key for) without checking with us. He proceeded to break the lock for which we did have a key. After ruining both locks but opening the door, after about 45 minutes of work, he then tried to charge us $380! Never did they give us an estimate of the work, and now we need to pay for two new locks on the door. The locksmith who did the work did not even speak English, They are not locksmiths!

• 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.

  I contacted Expert lock and key to replace a key for my vehicle. The key stopped working and my vehicle locked itself into anti theft mode due to my bejucal not recognizing the new key. I informed the company that I needed them to fix my problem. I called and they hung up on me so I called back and the dispatch person blocked me. Their locksmith has given me the run around as to when they are coming. He was supposed to be be here 5/14/2024 before 6pm but never showed. He then told me he would be here at 10am and never showed. I contacted him again and he told me he was 40 minutes away. Over an hour later he still has not shown up. I have missed two days of work due to this issue. I have proof of payment and the text conversations.

  Business Response

  Date: 05/15/2024

  Has been resolved 

• Initial Complaint

  Date:11/30/2023

  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.

  Zero stars I contacted this company about being locked out of my house. When I called I asked about the service cost. I was told I would get a quote from the technician before he did the work. The tech arrived and instead of discussing any options he tried getting entry via the garage door. He was able to raise it enough to slide under. The tech was in my garage for about 5-10 minutes and I did not know what he was doing to my garage door. I would have preferred he open the back door lock but I was not given a choice. He then got the garage door high enough for me to get under. The two of us jiggled it enough to raise it. The process took about 15 minutes. I WAS NOT QUOTED A PRICE AND DID NOT AUTHORIZE ANYTHING PRIOR TO THE WORK BEING DONE. I did not think I would be charged anything as no locksmith work was done and I was shocked at the $250 fee. And then I was charged an additional 3% fee of $7.50. I called the company and expressed my displeasure and was told I would get a call back in 5-10 minutes. 90 minutes later, no response from the company. I understand a service fee should be charged as a tech did come out. I think $150 would be a reasonable call charge.

• Initial Complaint

  Date:11/29/2023

  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.

  On Sunday, November 26, 2023, I called Expert Lock & Key for lock out service. I asked the dispatcher for a price and he told me that the price would include a $23 service charge plus whatever the technician would charge. He said the technician’s price depended on how much work the technician had to do in order to get into the vehicle. I told him I understood and he quoted me a 30 minute eta. The technician arrived and got started right away. The technician got into the vehicle within 5 minutes. When I asked him how much it was going to cost, he told me $285. I told him I wasn't going to pay that price because no one told me what I had to pay in advance. The technician tells me that $285 is the corporate price based on a chart he showed me with different makes/models of cars and prices. I advised the technician that I didn't have a problem paying him but that I was not prepared to pay $285 since no one quoted me the price beforehand. I told the technician that had I known about the final price, I would've used my roadside assistance through my insurance since it was free but I chose the locksmith because they could get there faster. The technician then proceeded to yell at me about paying. I told him again that I didn't have a problem paying him but I had a problem with the final price since it had not been quoted beforehand. After going back and forth for a while, the technician then tells me to put the keys back in the van and lock the van then call my insurance. He then begins walking up to me telling me to close the door and I told him no. Then he says repeatedly to place the keys in the van and lock the door and call my insurance. In the end we finally agreed on a price but I paid because I felt threatened in the situation and I wanted to do whatever I had to do so the man could leave. I've contacted customer service various times to speak with a manager or supervisor to resolve the issue. I've been put on hold, hung up on, and still no resolve.