J & J Access & Security

I had a very bad experience with this locksmith company today. There’s no excuse for a company representative to shout at a customer as an employee of J&J Access and Security did at me. I had had an old lock rekeyed on the front door of my house Dec. 30 just before I left on a nearly month-long trip overseas. J&J charged $170 for rekeying one door. The locksmith was unsuccessful at rekeying another door. When I returned from my trip with my wife, it wasn’t long before the door was difficult to open when we used the key. But it did eventually open. Then I couldn’t open it from the inside without the key. While it’s the front door, I use it only once a day to get the mail. Fortunately, I could enter and exit from other doors. I called the J&J, and they sent out an agent today. He was friendly and opened the door by maneuvering the deadbolt using a metal pick he inserted between the door and frame. He took apart the lock and said it was old and the springs were shot. He said the mechanism had to be replaced. He said the company would give me a quote, and he’d put it back the way it was until a new lock was installed. He was then called away for another job and left in a hurry. But the lock was supposed to still work if I handled the key and thumb-turn gently. When I tried the lock, however, after the locksmith had left, I discovered the thumb-turn was looser than it was before and my key would not turn the deadbolt at all. It had before. Now I was forced to replace the lock. I thought to myself, “Why did I spend $170 not long ago for a lock the now doesn’t work with the key?” I decided to call the company to ask about this. It was late afternoon. The person with J&J who answered knew well the situation. It was his decision not to charge me for a new visit, and he suggested I was lucky he didn’t charge me because he could have. He said the lock was working when the original locksmith left the house Dec. 30. That’s all that seemed to matter to him. And the problem was that the spring(s) controlling the deadbolt were worn out. That was separate from the key working in the rekeyed lock. All I knew was that the deadbolt had worked before the lock was rekeyed. I’m a layman and don’t know the distinction between the key working at the same that the key does not turn the deadbolt. As I recall this representative became hostile when I suggested that the original locksmith might have warned me that the lock could be too old to rekey. I told him I felt I had wasted $170 and perhaps J&J should credit my original payment for the much larger cost of a completely new lock. The J&J representative would hear none of this. And was now raising his voice, even shouting, as I recall. He definitely began shouting after I said I felt taken advantage of. This company may be a good locksmith, I don’t know. All I know is I was dissatisfied with their work, and when I called to complain, I was shouted at. Not sure how a company stays in business for so many years while treating customers like that.

On Jan. 23, 2026, locksmith Cody performed rekeying on my property. He couldn’t have been more professional or capable. He did everything asked of him and beyond. He called before he arrived, while he was on site, and again when he left. I’m out of state so he took the time to drop off the new keys with my real estate agent. He didn’t have to do that, but he did. I received the kind of service from Cody that is rare in a time when customer service often seems a thing of the past. Thank you, Cody, and thank you J&J for promoting the value of customer service the world needs more of!

I just accidentally locked myself, my toddler and my dog out of my house and had to call J and J. Within 30 minutes Brandon arrived and was able to open my door. Despite totally deserving the $130, he didn’t charge me at all. Hopefully I never need to use them again, but they’d be my first choice if I do!