Lock Surgeon

I visited Lock Surgeon last week because I needed a key cut from a code on a simple RV lock. The code is widely available online, it's a very simple key, and I brought one of the locks with me to verify. I should say, I used to have an account at Lock Surgeon many years ago in their old (Mayfield) location, and they were pleasant to deal with and priced fairly. The technician looked at my lock, identified the key required, and suggested that I replace all the locks on my RV, at a cost of close to $1000. Huh? When instead I just asked him to cut me the key, and I'd take a chance that the locks worked, he eventually agreed, but said it would cost "at least $150 for the first key, and $25 for each additional key." I declined, drove ten minutes to another locksmith, explained my situation, and left a few minutes later with a fresh key that functioned perfectly. Total cost? $11.53 including tax. He said if I needed more copies they'd cost me $4.95 each. For the record, the exact cut keys required are widely available online for about $6.00 each plus shipping, but I needed them more quickly, hence the trip to the locksmith. My experience at locksmith #2 means I'll never bother going online to look again, these guys were amazing (I'll leave a separate review for them) Lock Surgeon must be in a desperate financial situation if they're trying to get away with these outrageous prices. My advice? Read these reviews, and hire a different locksmith.

Great service. Highly recommend. Accommodated my schedule, called ahead like they said they would, showed up on time and did a great job. Had them rekey some locks and install some upgraded locks. They also adjusted my door so it closes correctly. Opens and closes nice and smooth now. Oh and made keys to a file cabinet and my tool box.

I contacted the Lock Surgeon for a service call to replace a doorknob and lock. The technician completed the work in about one hour, including half an hour for him to drive to and from his shop to pick up a part and ten minutes to write up the bill. Yet I was charged a full hour for the drive plus a half hour for the on-site work. In addition, I was charged $149 for the service call, which I was not informed about when I called Lock Surgeon. The company did not deduct the charge from my bill which would be a normal business practice. It took the technician only about fifteen minutes to drive to my house. I ended up spending about $475 (not including the cost of the part) for 1.25 hours of work and travel on a job, a massive overcharge for a very simple job. The company only responded to my complaint about the bill after I contacted the Better Business Bureau. Their response was cavalier and showed no respect for the client. I would not recommend the Lock Surgeon to anyone unless they have deep pockets.

I feel as though my mom was taken advantage of. They charged her $452 to install a single deadbolt. She said the locksmith was there for well under an hour (including a LONG bathroom break) and didn't realize it would be so expensive until she saw the final bill. There's doubled up charges on the invoice and big mark up on the hardware. They charged more for the locksmith to travel than to actually do the job. After seeing all these reviews, it makes sense why Rita in accounting was such a sour person to deal with. She must be swamped with similar complaints all day long. Your best bet is to NOT use Lock Surgeon. Be especially aware if you're a female senior. Don't let them take advantage of you!

I had mixed emotions about doing a negative review as we have used Lock Surgeon for many years with our business and our home. However, they would not allow me the opportunity to discuss my disappointment about a recent charge for a dead bolt repair for our home. Needless to say to repair (not replace) a part in the dead bolt for our garage they left an invoice for $906.11. I called them immediately the next day to ask what was going on I was told "looking at the invoice everything is correct". I spoke with Rita who we have dealt with many times over the years. I said $906.11 to repair a dead bolt, Rita told me they have had price increases. I said I need to speak with someone about this as this will have a very negative impact on our business and personal relationship moving forward. Rita told me I could go to their website and write a complaint on line. I said that will not do it I need to speak with someone. She then transferred me to a recording that explained their excessive pricing. What kind of customer service is this. Outrageous! So I decided if I want to speak with a live person about this bill the best way is to not pay it and someone will contact me. WRONG...that was September 8 and I am still waiting. Although they have a record of our locks in their system as Lock Surgeon did all the locks, I booked a service to repair the garage door dead bolt. Their invoice had a $159.00 charge for service call. A $97.50 charge to determine the dead bolt was broken. Another charge for $249.00 to "examine and determine". Another charge for $301.00 called site diagnose and take back to shop for proper part. Then last but not least another charge for $56.46 for shop supplies (lubricating products, paper towels, gloves, drill bits, miscellaneous job tools, electronic communication devices, payment acceptance devise and general shop and truck supplies). That and $43.15 for GST totaled $906.11 and they don't wish to discuss this with me. I should also mention when I was transferred to the recording that explained various charges that show up on their invoices, I hung up and called back and they refused to speak with me and refused to allow me to remain on hold to wait to speak to some one although I was adamant I was going to hold, low and behold they disconnected the telephone so the line went dead. Make your choice for a Lock Company wisely.