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Review 8/28/2011
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I called for a quote on 6/21 after my key would not turn after getting off of work. Quote on phone was different than when tech called, so I cancelled service. After shopping around I decided to call them back since their updated quote was comparable to the other quotes, and because I could clearly understand their dispatcher. A Tech came to my house and began working on my car. Couldn't get the key to turn so he cut a new key, but still wouldn't turn. Said he'd would need to replace the ignition. He struggled for over 2 hours to get the key to turn and or remove the steering column, (but he managed to break off the main screw heads), and finally had success to get the key turned. He then work for a few more hours presumably replacing my cylinder. After many phone calls clearly receiving help from someone else he told me he was done and that the new key was working. He had me try it, and although it still felt a little sticky it was turning. I was charged $390 which included the labor and show up fee, and did not include the cost of 2 new keys. I was Happy for that, but still more than I had anticipated. Over the next 60 days I occasionally had moments where the key was a bit resistive in the cylinder, but still working, until 8/18, when coming out from work I found that my key again would not turn. I called the office and a rep told me there was no guarantee on the work done. Called back after being picked up from work, leaving my car behind. Reviewing my paperwork, I reminded them of their guarantee on my receipt. I was told original technician would call me. Later that evening and hard to understand, the tech told me, "he could fix it again, but it would just be broken again tomorrow." I said that he told me the "core was replaced." he told me no, I only repaired. I said I wanted a credit, he told me he would call the next day with a quote. I spoke with Linda(supervisor) 8/19, told her my issue, said she would get to the bottom of it. Received call back from Ben(owner) at 1:30p. He stated the service was done by technician with limited training, (Stated by Owner on the phone on 8/19) and that he had a hard time communicating due to limited English. He said a tech could come out to replace the part that was "fixed". Ben told me he would credit me what I had already paid, but wanted add'l $200, stating, "I will be losing money doing this service for you, but I want you to be happy. I had car towed back to house on 8/20 after 2 days at my workplace. Called 3 times. Told someone might come today after they're done with other job. I decided to go to CarQuest and purchase a new cylinder for $65. With help from my neighbor I got the key to turn, removed the cylinder, coded the tumblers to my key and replaced it myself. I took photos with neighbor present of the old cylinder and discovered that it was minimally put together to barely work. There were only 4 tumblers, instead of the 9 that are supposed to be there. 2 springs were tangled likely as a result of the cover plate not being replaced but having been reused and hammered beyond recognition. I called and cancelled the return service of which they were going to charge me more for what I thought had already been done. After attempting to speak with Ben or Linda over the week, I finally spoke with Abe, who said he was a supervisor. I explained the situation and stated that I would like a refund since they had offered a credit to do more work. He fervently told me that my vehicle was one of the hardest to repair and that I was very lucky to have replaced it myself. He told me he would talk with Ben and with the tech. He then asked me to email him the photos I had taken for him to review. Before I could get home that evening to email them the original tech called and told me they would refund what I paid for the new cylinder. I told him that was unacceptable, and that I'm tired of them playing games with me and that I'm going to take them to court. This company overstates their quality by being registered with Locksmith associations and the BBB. They are preying on needy people in a bind and overcharging for haphazard work done by poorly trained technicians. They are also know as Pacific Locksmith and AAA Locksmith also out of Irvine. They don't want to take responsibility for poor craftsmanship and for poor shady practice. Don't refer; don't recommend.
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