DESTIN LOCKSMITHING INC

"[member name removed], I wanted to apologize for the inconvenience that happened! I wanted to start out by stating that we do wish you were on site to have the full story vs it going through friends. I'm not sure if they told you or you were aware but this was one of the days it was storming and and down poor rain all day which was causing flooding in the area. Yes we arrived "just before 4pm" but we did quote you between 2-4pm and we did arrive within that window. After your friends showed my technician all the doors that needed to be rekeyed, including the carriage house, our technician, Chris, started the rekey job and after removing the first three locks and realizing your hardware was snapping on the bottom bolts due to the corrosion he felt that it was best to have proper repair parts or replacement locks if we were to continue rekeying your home vs leaving your house unsecured and your friends asked how long this would take and they were the ones that were not willing to wait around for another two hours. Chris has always worked late and never complains about working late. I have seen pictures of these locks myself and between my locksmith Chris and myself with 18 years eperience we have not seen these type of locks and are not impressed with how they are made. They were made by a door company called ORMH which we have never heard of and we searched online for a long time and I believe they have gone out of business. The one mistake my technician did make was telling your friends he "should" be back the next day and for that we truly apologize as he forgot to inform our office and he forgot that he was off the next day as we had just changed his off days from Thursday to Tuesdays starting that week. We have talked to our technician about the procedure we have for scheduling jobs the next day so this does not happen. In order for your house to be properly secured someone would need to replace the through bolts on the hardware otherwise if someone else does it half way it will not be properly secured. Do to this being a corrosion and lock problem, Chris while on site did inform you that there would be additional charges and the next day our service Manager Jimmy did state the charges would turn from a flat rate charge do to an hourly rate charge due to not knowing how long it would take per lock. Either way we didn't do the work and surprise you with a bill afterwords. We wanted to make sure you were fully aware that there would be additional charges before moving forward. Unfortunately we cannot do additional labor at the same quoted price that was given over the phone if the locks need to be repaired/replaced plus re-keyed. Your issue is rare but it does happen. In regards to the "copy" of your key your friends still have the original key. My locksmith did bring your copy of your key to management assuming we were going back. Again we made a copy of your key and we are locksmiths so I'm not sure what the big issue about not getting the "copy" of the key we made back to you as your friend had the original. I hope this gives you a better outlook on the job and we pride ourselfs in being very professional. Questions or concerns please let us know. Thank you!"