ComplaintsforRocket Locksmith

• Initial Complaint

  07/21/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I was calling to get an estimate to rekey one lock. After the tech called me back and quoted me a price I told him thank you but his price was double everyone else and I would not be needing thier services. About 30 minutes later the company called me back asking if I still needed the service. At this point I knew it was a call center because they identified themselves as " The locksmith company". I had to ask them 3 times which company and they finally told me it was for Rocket Locksmith. I informed them I had already told the tech I did not need thier service. They tried to lower thier price and pressure me into getting the service. I declined and they have called me 4 other times since witht the same script. Horrible way to run a bisiness and I will never use thier service because of the "call center" tactic.

  Business response

  07/22/2022

  I am sorry our follow up process pissed you off most our customers thank us for following up to make sure they get done whatever is needed, and yes once a customer refuses a price we talk to all the techs we have to try and find better prices. 

  i am sorry if this pissed you off, you wont receive any more contact from us. 

  Customer response

  07/22/2022

  Complaint: ********
  
  
  I am rejecting this response because:
  
  
  Your response is very unprofessional in your manner of speaking. That says a lot about your company as a while. I was not upset the first call back although that "discounted" price was still above other quotes and I politely declined as you can hear on your recordings of the calls. The portion that I did not care for was the following repeated calls after I had declined a second time and then still received more calls of which I told them to not call me again and still they did. Thank you for responding and I hope, at a minimum a review of practices is put in place.
  
  
  Sincerely,
  
  
  **** ******

• Initial Complaint

  06/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 3/21/22 Rocket Locksmith St. Charles sent a tech to de-activate my stolen Jeep key and cut & program 2 new key fobs. I paid $461.29. I received an e-receipt from Ryder ReKey Locksmith Services. Next week, I contacted the tech b/c my alarm was going off randomly. He offered a replacement w/same type fob. I said those could be the issue. He berated me for "losing" the receipt (never got it) and suggesting the fob was wrong. He said it MAY be b/c I need 2 keys programmed but that is more $. He already programmed/gave me 2 keys! I told him he didn't know what he did and requested an itemized receipt. He said I insulted him, that he (illegally) recorded everything, and "promised" to cut and place 20 keys near my home if I disputed the charge. I called Rocket a few more times, requesting assistance b/c the tech was scaring my wife. Rocket never returned a call. They called him b/c he texted me, criticizing me for calling the company. He sent a written receipt (dated 4/4/22), saying it was a package deal, so nothing was itemized. He offered a replacement, but WHY would I want this person near my home again? More unreturned calls to Rocket. I removed the battery of the one fob, alarm stopped and took a break from this stress. Now, 2nd fob stopped locking the doors. I called Rocket many times. Finally got someone to send a claim form, but it was denied b/c it had been "too long". I found the owner's info and called him. He got someone to call me back and I met a tech 6/17/22 who changed the battery. This doesn't fix the "alarm" fob or that the fobs are incompatible with my vehicle and they're likely to default again. -No one offered a claim filing the first 10+ times I called -A Jeep can only have 8 keys programmed. If I dispute the charge, he programs 20, my keys die. -Rocket Lockmith's website claims to NOT sub out and be STL owned. Tech called himself a sub and owner lives in Fla -www.ryderrekey.com DID link to Rocket's site. it's no longer a valid domain

  Business response

  06/19/2022

  we are aware of this customer issues, he us incorrectly making statements about us, he claims the key does not work when we arrived the key had no battery.
  as for his alarm going off, this has nothing to do with the key.
  we did evrey thing we can for this customer.
  

  Customer response

  06/22/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  I explained to both the service claims person (never got a name) over email and the tech that met me, that I had JUST taken the batteries out of the remotes. I did that because I was told via email that I would be receiving two new, correct fobs that were compatible with my vehicle. As I had recently purchased these new batteries, to see if that was the culprit of the issue, I was taking them out, as I was told I would need to return the defective keys once I had new ones given to me. 
  
  The technician was not understanding me, as there was a language barrier, and when he put the batteries back in, the remote did work. After clicking the button multiple times. This should not happen. It should work on the first try. 

  The company is stating that they've gone above and beyond to try to help me. This is patently false. I called MANY times immediately when this occurred and was never responded to. it wasn't until I contacted the owner that I started getting responses. 

  When searching a local Mopar Factory Dealer (*******************************************************) the key fob I was provided is NOT an option for my Jeep. I searched 2015 Jeep Wrangler Sport, then "key" and only three options are available. None of which I was provided. My assumption is that the original tech procured his keys from amazon or ebay for about $15 each and they are faulty. In lieu of a full refund, I would accept the cost of two official blank transmitter keys that are compatible with my vehicle. That total is $246.40 ($123.20*2). 

  I would also like the company to cease any communication with me outside of BBB, as they've now insinuated they'll leave poor reviews on my employer's pages, which is considered libel and is illegal. 

   

   

   

  
  Sincerely,
  
  ******* ******

  Business response

  06/22/2022

  I am sorry you feel this way.
  however a claim was submitted way beyond the time frame listed in our terms of service.
  also we never said you will be getting 2 new keys, we spoke about 1.
  we sent a tech out for free and the key worked.
  your research is not Correct the key provided does work on your car, and the alarm going off randomly is an issue unrelated.
  
  you also proceeded to leave us a bad review and lie about leaving the review when asked avout it.
  
  at this point we offer no compensation due to the key working when on site.
  
  if you would like we can sell you a new key at cost price of $150 and we will make sure it has the button set up you are only now requesting.
  
  all sales are final no refunds once key is cut. if there is an issue we need to be informed via our claim process in a timely manner and we check it out we do not promise any sort of refund for faulty keys.
  in this case we did go above and beyond to come out for free, waiting for you on site for over 30 minutes to arrive.
  
  I am very sorry this is our offer.

  Customer response

  06/23/2022

  Complaint: ********
  
  I am rejecting this response because:
  
  We will never agree on who is at fault here. I've explained thoroughly each point you've made. I did not write a negative review, that was my wife and I was unaware it was done at the time you asked about it. Not a lie, just poor communication on our part.

  The original technician was unnecessarily hostile at best, yet, still not a single apology from the company that dispatched him. Only further aggressive behavior. 

  The complaint may be closed, as there will certainly be no mutual resolution.

  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I contacted this business on 7/31 to receive a replacement fob for my car. I paid $387 for this. 2 days after receiving service, the fob stops responding to my car (programmed incorrectly). I contacted Rocket for service and was locked out of my vehicle for more than 3 hours before realizing they were not sending anyone out. They refused to give me eta or status of my technician.I had to have my car towed home and pay ANOTHER locksmith for a new fob. I have requested a refund of the $387 and offered to return the fob as well as prove to them my car had to be rekeyed. They refuse to provide a physical address or manager information and instead keep giving me the run around. They are now screening my phone calls and no one will call me back or refund my money. I was quoted that the job starts at $150 and up, yet when they came out the tech quoted me $430. He only reduced it to $387 after I showed him texts from another locksmith giving me a lower price.

  Business response

  08/09/2021

  Hi

  First off i want to sat i am very sorry to hear about your troubles. 

  Id like to point out that you called for service 07/31/2021 then you called again saying the key stopped working, which makes no sense keys dont just stop working, but we did have the manager and the owner even himself called you back on 8/3 and we offered to come take a look for FREE however you refused and just wanted your money back without meeting us. 

  I am very sorry but to proceed with this claim we would need to meet up with you and diagnose the key, you would need to return the key and then we can talk about a refund, even though as per our terms and conditions which you agreed to this should have been done already. 

  We are still willing to work with you once you remove your false reviews from the web. We have recordings speaking to you and can easily prove that we did call you and we did try to resolve this with you. 

   

  Your claim in our system will remain on pause until you let us know that you have removed the review and would like us to come take a look at the key, Please note that after 30 days we can not refund anything for any reason so kindly respond to our email via the claim system provided. 

   

   

   

   

   

   

   

   

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩