Complaint Review: T + D Locksmiths - Fullerton California

I called Enterprise (a referral company for T&D Locksmiths) back in December 2013 to come to my new home I purchased to re-key my house. T & D called back and I was quoted $15 per door provided it was not one of the complicated and expensive door locks (which we do not have as it is a modest home and features). On December 6, Nate the technician came out to re-key.  He pulled up in an unmarked van which I found odd but I did not question it.  At the same time, I was having the house painted so there was a lot happening inside.  In addition to re-keying my locks, I also asked him to put a chain lock on an upstairs door as well. I saw Nate actually make quite quick work of the locks (and he duplicated 4 keys) and installed the chain lock upstairs.  Within the hour he was complete.  I tried asking him some questions while he was working but he was very short, arrogant and seemed annoyed when I approached (like he didn’t have time for me).

When he completed the work he handed me a bill for $749.00 and my mouth dropped.  I started asking him questions of how could that possibly be and why didn’t you mention that it would not be the $15 per lock you initially quoted?  Nate was rude and demanded payment (interestingly, they don't take checks) and said the locks needed to be changed and that is how it is.  A lot was happening in the house (painters) and I hesitantly gave him my credit card assuming that maybe I was wrong thinking that this was normal fees. The bill was:  4 duplicate keys $5 each = $20 + 1 chain lockset $68 (which did not seem special – big markup) + Labor ($132 – and he was not there even an hour) + Cylinder changes $45 * 11 = 495 (I have 6 doors so this is what shocked me and some have a deadbolt but still??) + the service call $15 + Picking cylinders ($19) for a total of $749. All the services seemed marked up – labor, keys, chain lockset, etc.  The actual bill was generic with no company info on it (which again seemed odd) and the receipt listed T & D Locksmiths. 

I regret that decision now of paying him or saying what is the cost going to be before having him actually complete the work but I went off his quote (they also did mention maybe at most a door would be $30).  Nate did not give any reasons why all the other charges seemed excessively high.  He left immediately.  Nate’s business card also did not specify a company, his last name, a company address or anything specific.I attempted to contact T &D Locksmiths at their number 714-450-5898 on the receipt after I spoke with other friends and locksmiths about my charges.  No one could believe it.  My cousin just moved and had his place re-key and his bill was $189.90 (yes he had fewer locks since some of ours had a door handle lock and deadbolt) but the difference their locksmith said was outrageous and those locksmiths who did that should not be in business. 

After getting in touch with T & D, I spoke with Lawrence, the president, who asked for my invoice number and I provided it.  I proceeded to explain that I wanted to question my technician’s charges.  He said that I would have to wait until his technician got back as Nate was out of the country and he needed to speak with him.  I called again 1 month later and spoke to Lawrence again, gave him my invoice number and he said, actually Nate would return April 22, not March 22.  I asked that he return my call.  Again this seemed odd but I trusted the system.  I called a 3^rd time after April 22 and now he would not pick up my calls. I was able to get a voicemail one time and left a message (quite calm too even though I was getting frustrated).   I called multiple times in May. I decided to call from a different number one specific time and someone actually picked up.  I asked if it was Lawrence (which was my mistake) as the person said no.  His name was Tom and I mentioned I had a question about my bill and explained the charges were all marked up.  He said he would give the message to Lawrence so I left my number.  Again no call back.  I then tried to find alternative numbers for their operation and could not find any information online (again another odd thing) but I did find 2 addresses in Fullerton. 

I also found out some disturbing reviews online about T&D about how they overcharge and are rip-offs.  Regardless, I always want to give a company a change to improve their customer service and make up for something because we can all have a bad day.  I decided to drive to Fullerton (45 minutes away for me) to go to their office and discuss my bill.  I went to their Franklin avenue address and there was no business office but someone’s house.  I approached anyway and the door was wide open with 2 gentlemen in the kitchen.  I asked if Lawrence was there and they said no.  I explained I had a few questions and they rudely shrugged me off.  There was a bunch of product in the house, a marked van (lockmsithsinorange.com) in the driveway and the operation seemed off.  Again I asked that Lawrence call me.  I left frustrated so I went to the other address in Fullerton(1520 S. Pomona Ave #B23) and it was another apartment but I did not approach.  For the last 3 weeks, I have been attempting to call but to no avail, no one is answering my calls.  

I now have researched and found numerous claims about the company and they not only service South Orange County, but Fullerton and Long Beach.  I feel duped so I reached out to the BBB and again there was no response from T + D.  Bottom line, they are scam artists looking to take advantage of people and should not get anymore business.  Hopefully you have been warned.