Horrific
Horrific - charged us nearly £200 for a new lock ans set of keys. Two days later we still cant gain access to our garden room and he refuses to come back and replace it or refund us unless we pay him another £140. We are taking him to small claims court. Do not use his services.
Reply from 7-Locksmiths - Bristol
Dear Emma,
We are sorry to hear about your frustration. We would like to clarify that the solution offered was exactly in line with our terms and conditions.
Our technician replaced the lock only, not the full sliding door mechanism, which contains multiple components that could affect access. As per our policy:
• There is a £79 charge for regaining access, followed by a professional assessment.
• If the lock is found to be faulty, it will be replaced free of charge.
• The £140 charge only applies if an issue is found that is not related to our lock, which would cover labour and the cost of a new lock.
During our visit, the customer was charged £99 for regaining access and £79 for the new lock including five keys, so the claim in the review that she was charged nearly £200 for the lock is false.
Before leaving the premises, our technician received verbal confirmation from the customer that the lock was working correctly. Payment is only requested after this confirmation. Therefore, if the payment was made, it indicates that the lock was functioning properly at the time of installation.
In this case, the customer chose not to proceed with the assessment, so it was not possible to determine the cause of the current problem. Our process ensures all customers are treated fairly and consistently under our guarantee terms.
Kind regards,
7-Locksmiths
