I called to have a lock installed on our front door of our office as ours was not working properly. The company called and told me a technician would be out in 15 minutes. Not long after, a guy showed up. I told him the problem and he proceeded to tell me that we didn't need to change the inside lock, only the outside one. He then installed a lock on the outside and when I tried the key it wouldn't work. I told him my boss (who was there) thought the problem was related to the door and how the lock was fitting into the top and bottom of the door. At first, he assured me that this was not the case. However, when I tried the key and it didn't work, he then stated that the door had an issue. He ended up drilling a bigger hole in the floor area for the lock to fit into when you turn the key. I told him I needed 8 keys. He gave me two. He said the cost would be $150. We refused to pay that much as we knew it was exhorbitant. He then said he would take $100. We paid by company credit card. The next day, we attempted to have keys made as we have 30 agents in our brokerage firm. My boss went to numerous locksmiths around town. They all told him (1) we were ripped off, the lock shouldn't have cost more than $22 and even with labor $100 was an overcharge and (2) the lock was foreign and they could not possibly duplicate keys. I started calling the company on Friday morning, June 24. I made 4 phone calls that day. I spoke to Jessica, Jordan, one other person, and Tom. Tom was supposed to be some sort of manager. Tom informed me that he would get with his supervisor and contact the tech and they would "get you squared away as quickly as we can." I had been told this by each person I talked to - they were either going to talk to a technician or a supervisor each time and call me back. No one has once called me back. Today is Monday. I spoke to Tom again who told me he had to give the information to his supervisor, Juan. Juan was in a meeting this morning and he would call me back. I called back at 2pm and asked for Juan. I was told he was not in the building. Then I asked for Tom. Tom came on the line and gave me Juan was in a meeting with the technician's supervisor. I asked for his name and he said it was "Abod" or something I couldn't quite understand. Then I told him that the lady before him said Juan wasn't in the building and now he was telling me Juan was in a meeting. I then said, "Are you all just jerking me around? I've been calling since Friday morning and you all keep telling me you're going to "get me squared away as soon as possible" and that you'll call me back and no one has helped me yet. Upon further inquiry, I found out that this company is based in Michigan and they do not have a local office. I went back and forth with Tom before I surmised that these are just individuals working out of their personal van! I told Tom I wanted to hear something back right away and that I felt at this point maybe I should speak to legal about this because they were obviously not helping me and I feel like I am being ripped off at this point. That was the end of the conversation. I have not yet heard back from anyone and don't expect to. I am going to try to do a dispute through our credit card company but feel that someone needs to address this company directly and put a stop to what they're doing to people. They are obviously not accredited, are falsely advertising their fees and service, and then just keep putting you off when you need help. At this point, I doubt even the legitimacy of this company.
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