Jacquie Dalziel from Edmonton

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.