Interstate Locksmith Gateway Locksmith BREAKS MORE THAN FIXES AND SAYS "TOUGH *%$#!" Trenton, New Jersey
I called this interstate company (which operates in over 10 states) to help with a lock-out of my home front door. They did that and rekeyed the lock, but in the process somehow broke the electronic keypad near the hard lock. I called to have them come back the next day and fix it. The HQ guy said yeah, he'd have someone there by 4:00. At 4:40, the same man from the day before came, acted clueless, and tried but said he couldn't fix it. Period. The worker admitted that when he opened the lock, he could see he had disconnected the electric ribbon the day before. He said (after failing to fix it), "It's not broken. It's just not working." WTF?
I called the home office to send another repairman, and Mr. Rude New York's response was, "Hey, YOU were the one who locked yourself out! And we never made any promises not to damage anything." I reminded him I had paid a premium (50% than other locksmiths charged) because there was a nearby electronic key pad, and that if they broke it, they needed to fix it. He refused. Loudly (screaming at me).
1 Updates & Rebuttals
Steve
Hamilton,New Jersey,
United States of America
Mistake corrected
#2UPDATE Employee
Tue, June 14, 2011
After receiving the complaint from the customer, I immediately sent the service man back to the customer to look at the reported problem. Once the service man determined he did not touch the key-less entry and could not figure out the problem, i spoke with the customer and informed them that we did not touch this 2nd lock on the door. Furthermore, in interest of good customer service, all charges to customer were refunded.
I know that mistakes happen in business all the time. It is how the company responds to these mistakes that is the true measure of the company. I am happy to report that in this case, any wrong was corrected.
Stephen Barna
General Manager
Interstate Locksmith
800-964-8282
sbarna@interstatelocksmith.com