Ashland Lock & Security Solutions

"The service man who answered this call was trying to save this customer money. On the back side of some mailbox locks is a key code which if they provide that number to us - we can cut a key by code which they can pick up at our store thus avoiding a service call fee. In the absence of a code, it is often more cost effective for the customer to destroy the lock themselves and buy a new one. Functionally, that is what we do for these types of locks because it is less expensive to replace the cheap lock than to pay us the trip charge and labor to pick open the lock. Apparently, this customer did not understand that we were trying to help her avoid costly, unnecessary fees over her mailbox lock. Sometimes people only hear what they want to rather than what we are trying to tell them. I know she was frustrated because she lost her key - we were only trying to help and save her some money."

"Wow, this report is wrong on so many levels. First, because we provide service at people's homes we must know where we are servicing - that means we ask for the address where the work will be performed. Second, this lady is alleging that we "discriminate" - that's a HUGE allegation that I strongly take offense to. We service the entire Chicago and suburban area - since we have such a huge service area we charge a trip charge based on how far each customer is from our location in Lincoln Park. Lincoln Park is also a nice neighborhood with big homes - but strangely they get charged the least service call because the service distance is short. As a matter of fact - this woman's neighborhood is charged our least expensive service call due to its proximity. Stating that we would somehow discriminate and charge more for a neighborhood based on the size of the homes is OUTRAGEOUS and we have NEVER done that. Moreover, she is wrong about the cost of the quoted deadbolt. Deadbolts vary hugely in cost depending on whether or not they are high security, medium security or light duty. You can have vastly different price quotes depending on what the customer needs and what they are trying to accomplish with their security. Security is very personal and no two customers have the same needs. A verbal, phone quote is only intended as a framework and we provide FREE estimates on site at customer's homes so we insure we are giving good advice. Clearly, this woman did not take advantage of our FREE estimates to get an accurate quote but instead chose to call around skimming for pricing. I do not feel she gave us a fair chance to meet her security needs; moreover, her sweeping assumptions about our pricing were inaccurate and grossly inappropriate."

"I am not sure what this customer is talking about. We do not warranty electric strikes over 30 days. We guarantee that we install it correctly and that it operates properly; but inherently electrified hardware on an exposed gate is subject to a ton of abuse both with the elements and common usage. An electric strike installed in May has been subject to lots of abuse that we would have no control over including the posts and fencing which can rise and swell with the elements. I do not know who they would have talked to that would have said we would warranty it for 6 or 3 months. That just doesn't make sense with our policies. I can understand this customers frustration with her problem electric strike - however, I think she is blaming us for something that is not within our control to have prevented. I cannot guarantee work indefinitely nor can I guarantee customers will not damage hardware that I installed 7 months ago. I am sorry for her frustration, but am not sure we did anything wrong."