Sarah D
Putting the phone down on someone while they try to explain that you effed up 2 times in a row and are also hiding that you did not do the full job when the customer has already absorbed the cost of the rework is beyond unacceptable; it shows you just don't take responsibility. Can it be this hard to rekey locks? The first call I explained I wanted 2 pin pad locks on 2 inner doors and upper and lower suite entrance doors rekeyed. First call, guys come on site. I walk them up and downstairs. I explain I want DIFFERENT locks for the upper and lower suite entrances. point to the dividing door and explain there are different tenants up and downstairs. But the upper and lower locks were rekeyed to be the same. $800 for this and 2 internal pin pad locks. After they left (they did not ask me to check the work, just left), I discovered the external upper and lower suite doors were rekeyed to be the same. I call and explain, trying to make space for the fact that somehow I may not have explained this clearly enough. So I fork out another $200. One of the young dufuses comes back. I explain what I want over and over. I check all the locks once the rekeying is done. At this point, I discover that they didn't even rekey the standard lock of both of the doors. The young guy admitted "I don't know how to do these ones". Great. So I paid $1000 for you to do half of the job. And wrong. On top of that, 1 of the 2 internal doors with pin pad locks installed only closes when you forcefully slam the door closed. I don't want to pay more at this point, so I call my husband. My husband takes a second closer look at the internal door that won't close (and therefore not lock) properly. He notices that there are metal filings inside the lock so the Browns lad clearly knew he had botched the job as he had tried filing down the lock and then just abandoned it. So after two sets of botched jobs and not a full job done, I thought the manager would like to know. I called again. Facts are: I have paid for the rework. I am a reasonable person. The manager is not. I did not ask for a refund. I did not ask for the work to be redone for free. I tried to explain the issues because if I had a team not doing the work, I would want to know. Instead she said "Okay I can send someone again but can you just make sure you check this time". That was it. No apology. I have other renos going on at this time. This should have been the SIMPLEST job of all. It's not rocket science . It's not brain surgery. It could hardly be more straightforward. A third visit? No thanks; I've had enough. So I said no, my husband will do the work this time. Any decent manager would at least ask questions and be curious. No. Instead, defensiveness, passive-aggressive tactics and avoidance of responsibility. And then she hung up on me. So folks, this company has a 3 rating for a reason . Do not use. Please, do not use.