Lock Surgeon

I called this company to service my door lock on 31st March as the key was not going smoothly. A technician came to my place on 1st April, cleaned and lubricated the interior of the lock and charged 79$ for the work plus 125$ just for visiting my home in Calgary. Total 224.91$ including taxes (Work order # 88653). This is more than the price of a new lock. I was not made aware during the booking that just for visiting the premise they charge 125$. So I called up the office today (2nd April) to enquire about this and spoke with the office manager. She curtly told me that I should have asked about this during booking. So my recommendation to consumer: incase you are compelled to use their services ask about the hidden charges upfront. The office manager also needs some customer service training.

After losing my spare key, I decided to get my lock re-keyed. LockSurgeon was just a few blocks away from my shop so they seemed like the logical choice, and were able to come quick. When the technician was here, I did ask how much it would be for the re-key, and he said it would be 39$ per key, so 78$ for both sides of the lock. Shortly after, he informed me that they did not carry this particular key style and that he would need to head back to the shop to get a code cut. Long story short, he came back, finished the job and gave me an invoice- 328.55$ (incl. Gst). Little did I know there would be a 95$ fee for this 'code cut' which I need to pay since they do not carry that particular style of key. On top of that, there was a 125$ service call fee which was never disclosed. I'm warning anyone who does decide to use LockSurgeon to get all their prices disclosed upfront. They give no warning whatsoever if additional fees incur. In my business, I always make sure my customers know their price (or rates) prior to completing the work. The technician did his job well and I'm assuming he billed me the way the company makes him bill jobs, but this company is by no means transparent and honest when it comes to billing. I have never been as shocked receiving an invoice as I have here. I sure learned my lesson: don't assume that a company might be reasonable. I just paid over 300$ to rekey a lock, I can only laugh about it now... I hope this doesn't happen to you.

Contacted Lock Surgeon to remove a key from the $500 Multi-Lock deadbolt that I purchased from them in June. Rita, the dispatcher (and apparently the Manager) informed me that she would send out a technician between 8-10 am. Kevin and Curtis arrived promptly and called in advance to let me know they were on their way. Curtis (the trainee) removed the broken key with a pair of pliers in under 60 seconds. I was then informed that in order to get a new code cut key, the charge would be $95 which I agreed to. They then went out to the truck to write up the order and presented me with an invoice for $407.93. Rita did not inform me on the phone when I called in that there would be a $125 service call fee nor did she explain what was covered by that fee. An additional fee of $150.00 to remove the broken piece of key from the lock with a pair of pliers in under a minute is a significant overcharge. Shop fees of $18.50 + GST brought the entire service call to $407.93. I purposely called Lock Surgeon so that I didn't damage my new deadbolt. To be charged this amount of money for a service call is outrageous. When I contacted Rita to speak to the manager, she informed me that she was in charge. When I asked her to review the charges, she informed me that there was absolutely nothing she could do and then quoted to me a statement from the Alberta Locksmith policy book that it is the customer's responsibility to ask in advance if there are any service fees, etc. I cannot believe that this is the level of customer service that Lock Surgeon provides to their customers who have already invested over $1,000 in new locks for their homes from their company. Disappointing to hear from Rita that there is nothing that she was prepared to do for me and that if I wanted to fill in a customer comment form that she would mail to my home, she would review it with the company owner if and when he was in town. Unbelievable! You have lost this customer and any referrals that I might have provided in the future.

Locked desk - no key. Called for estimate. Told 125$ service call fee plus "cost of new keys". David came on time. Less than 5 minutes to pick lock and remove lock. (Charged another 125$). Ten minutes to cut keys and reinstall lock.(Charged another 125$) plus added 5% "shop supplies" and tax. Over 400$ with no warning! He should have told me before starting job. A business has the right to choose their fees, but should inform customer upfront, especially when they are so misleading and unreasonable.

I phoned that company because I needed a keyless lock and to be picked up by my employee that was in that part of the city. was picked up 15 minutes before they closed ,it was $400 ok,but got a callback from another locksmith for same lock for $220 ,the next morning 5 minutes after they opened I returned the lock myself and was told there was a 20% restock fee that was never mentioned,i was shocked since I didn't open the box with seal still on.I asked to talk to the manager and was told that he didn't have time for "these little matters" ,so I paid $80 restock and left,i'll never go there ever!!! THEY DO NOT CARE

HIGHWAY ROBBERY. They came to rekey my building. Changed the keys from regular house keys to larger "do not duplicate" keys that are special order at other places or you can pay them $12 per key. I never asked for them to change the keys! Charged way to much for a site visit and rekeying of a lock. I've now found a place that charges 1/4 of that for exactly the same thing. NEVER using lock surgeon again.

Contacted them to change insulating seals on exterior doors. Decided to have all locks re-keyed at same time. Keying came in $200 more then estimate...and he lost screws, which he did not replace. Door seals were not done..he did not have the parts. Never came back to finish job. Phone calls to main office were handled by ladies with poor customer service. I have over 100 rental properties...I will never use this company again.

Was able to get service very quickley and they were helpful enough to schedule time to meet with me outside of work hours. Fast and Professional Services. Thank you for your help

I requested them to come to my house and change locks quickly due to change in tenant and concern for security. They were able to give an available time shortly and arrived on time. The guy that came introduced himself and quickly changed locks. Very professional and friendly.