New Reviewer

Metro Lock and Safe in PHX changes the rules and the locks

Update by user Aug 25, 2011

On July 28, 2011, I received a letter from Metro Lock stating that they would refund the entire amount of $121.50 saying \"It has come to my attention that you were not quoted before (person\'s name) did the work\". It went on to say that they feel any customer is entitled to a full refund if that happens. They also stated that if I would remove any \"negative reviews\" they would refund the money.

On Aug.3, 2011, I wrote back telling Metro Lock that it was not necessary to refund the entire amount. I only wanted a refund of $75.00 for the trip charge. I explained that the work was done and is working properly so I felt the charges for the work and parts were appropriate.

I never heard another word from them NOR did I receive a refund. On Aug.16, I wrote to them again and told them that the refund had NOT arrived and stated that I understood that sometimes things get lost in the shuffle of running a business and the letter was just a reminder.

Aug.25, 2011, STILL NO REFUND.

Update by user Aug 03, 2011

Metro Lock and Safe has offered to refund the entire amount of the services they performed. I appreciate their offered and at this time, satisfied that the company has done the right thing. I formally wish to revoke the previous complaint.

Original review posted by user Jul 23, 2011
Metro Lock and Safe in Phoenix, Arizona, clearly states on its website there is "No Trip Charge". I had a part inside a door *** replaced. When I got the bill, it was WAY beyond what I had expected. Stupidly, I paid it and then contacted Metro Lock to complain about the bill. I was informed that $75 dollars of the bill was a trip charge. When I brought to their attention their statement on their website, I was told that IF I had asked them to come out to the house for an estimate and NOT used the service, there would NOT have been a trip charge, but since they did the work, then there was a trip charge. Honestly, does that make sense? I have filled a complaint with BBB but I think people should be aware of this practice before they get into the same situation. REALLY??? No trip charge unless they do the work? REALLY? Shouldn't the website then have said, Free Estimates? Even then, tacking on a Trip Charge AFTER the work is done. REALLY?
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1 comment

Trip charges are a necessary part of the locksmith industry. They cover the cost of getting a driver to and from your home (fuel, labor, vehicle, etc...).

Companies advertising extrememly low and even NO trip charges will ultimately have to make up for these expenses if they want to stay in business.

Sometimes they "create" unnecessary fees. Sometimes, as in your case, they simply add it to the final bill. In my opinion, this practice is misleading and deceptive. It is also a clear violation of the BBB Advertising Code of Ethics. Metro, being a member of the BBB, should adhere to the advertising guidelines.

#250800 Review #250800 is a subjective opinion of poster.
Glendale, Arizona

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