Reviews
Customer Review Ratings
Average of 1 Customer Review
Want to share your experience?
Leave a ReviewReview Details
Review fromWilliam G
Date: 01/05/2024
We hired them several times to transitionally change locks at a property that we own.The first building, the tech showed up at the last minute. The tech didn't have the right equipment on hand for the job. He assured me that his office was right around the corner and hed be back quickly. An hour and a half later, he still wasnt back. I called and the tech said he got caught up working another job. He came back, finished the job, and was paid in full.The second building, a different tech was sent. We asked him to key the second buildings locks alike to the first. He said that the first building was keyed with the wrong equipment - residential locks rather than commercial. I informed him that it was his company who did the work. I asked if they'd correct the incorrect work at a discounted cost. He said no, wed be charged full price. I told him our priority was to secure the vacant buildings. He rekeyed the locks and was paid in full.The third building, we had the same tech as the first visit. Near the end of the appointment window, I called and asked where the tech was. He said he got distracted working a different job. He showed up 15 minutes late. We asked him to key the last few locks alike to the other doors/locks they changed. Again, he said he didnt have the equipment he needed on hand. He said that if I left him a key, hed ensure the locks were changed. Afterward, he was paid in full.The next time I was in town, none of our keys worked on the third building. I asked them to correct the issue. The person on the phone said theyd speak with the tech. They called me back and said their tech was not at fault. I told them this was not possible as the key that was provided was one of four copies, all provided by this company. It was likely that the tech misplaced our key and keyed the locks with the wrong key. They said they would not fix the issue at no cost unless we could prove their tech was at fault. We will no longer be working with them.
Brooks Lock & Key, Inc.
Date: 01/09/2024
*******, i apologize for this unprofessional behavior and inconvenience. i will look into this issue and do my best to ensure it does not happen to other customers in the future. Thank you for your feedback. *************** President
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.