Sure Lock & Key — Attraction in New Haven

Where to start.... this business is horrible. I had them install two knew slabs for patio french doors that I needed to replace. The installer. Tim, made several visits to my house. He ordered incorrect hardware. He was nearly impossible to contact and didn't respond to my calls of texts. He would say he would show up, then be a no show. He has since left Sure Lock and no longer works there. I've contacted Sure Lock multiple times by phone and email because the door is now malfunctioning and won't open. Also, Tim never provided me with the grill for one of the doors that he had to reorder because it was damaged in shipping. They gave me the name of a new technician, Lawrence. He never came out to see the door, then he ghosted me and stopped answering texts and phone calls. I have since emailed and called customer service 20+ times and they take for ever to respond. I've asked for a manager to call me, but that hasn't happened. I payed over $6k for these doors and the job is incomplete and the doors don't work. And what is Sure Lock doing about it? Nothing. They are telling me that I need to contact the installer that no longer works for them! He won't even answer his phone or texts! Sure Lock doesn't care about their customers. If an employee leaves the company, the employer takes on the responsibility to guarantee that former employees work. They are not offering to send a new tech out to fix the issue. They are telling me they don't have anyone who is capable of fixing the problem! Absolutely ridiculous.

UPDATE: In response to the owner saying I have the wrong company

I assure you I have the right business sir! I've been contacting you repeatedly. Your customer service team recognizes my order and are aware of Tim and Lawrence being your technicians. I have an estimate with your company name on it. I have emails from your customer service and the signature says Sure Lock, not A1 Doors. I can provide it to you if you'd like. You have $6k of my money, which I can show you the cashed check for. Stop trying to make up for bad business. You have a responsibility as a business owner to provide ethical service...you have failed to do that.

Another UPDATE: Attached is the estimate with your companies letterhead. You are the confused one sir! Just like everyone else at...

Recently used sure lock and key and had a very good experience installing a digital key lock on a front door. Very fair billing with a $25 service charge and a $145 minimum hourly rate and the project was completed for approximately $175. Called them back for a second project and was sent an employee that had some of the worst customer service abilities I’ve ever seen. Very unclear on the pricing which I assumed would have been similar to the first visit. Unfortunately it was not. They tried to charge $95 for a service charge an additional $295 to install a sliding door latch lock another additional $395 for a French door handle set install and charge me with the $145 minimum hourly labor rate. Resulting in bill of $930. The technician arrived at 9:30 and was done by 10:45. No materials were used. I provided the locksets. The installer became very combative after installs were complete and then informing us of the price, Which was very confusing as to now they had switched to a flat fee, but also at the same time charging a service fee, and an a minimum hourly rate. They were double dipping, and trying to take advantage of a customer for only an hour and a half worth of work. The technician through a phone call was yelling at me and calling me cheap for not being willing to pay the extra minimum hourly rate that he did not have to do nor pay the service fee of an extra $95 due to it only being $25 a month before. I told him I would pay the $295 and $395 and the original service fee of $25. No billing department to deal with nobody in the office to deal with. The technician was very rude. Will never hire this company again as long as he is a representative, very unfortunate, but there are many other places you can go for locksmith services. The company needs to rectify their billing processes, or they will run into this issue many times over . They ended up sending a new invoice through a text message with the $25 Service charge $295 and $395 which I paid immediately. Not a good way to operate...

Ok to start, this process started out smooth. They were able to get me in faster than the dealer and i had an appointment for an alarm install the next day wich is why i needed the new key. I already had a key installed to my vehicle (2012 acura Tl tech package) but it wasnt the factory key and it was driver 2. The new key i purchased was from the dealer itself so there wasnt any foul play and it needed to be inserted into the slot so the alarm can be installed.

They did the job programmed the new key and i left and headed to get my alarm installed. The place that did my alarm tells me the the key is not (FULLY PROGRAMMED) because he cant start the car when the switch is turned off for keyless access. That is the only reason i brought the key in the first place.

Im no key person and idk how this process works but after notifying them about this problem; a few calls and a few days later i did some research and had to go back to the dealer to see what was wrong. They informed me that the key is not fully programmed just like my (Alarm installer) had told me and to go back and try and have them finish or schedule a new appointment with them (The Dealership). So I scheduled an appointment with the dealership just in case but went back to (Sure Lock) to see if they could fix the problem. THEY COULDNT!!! Not only that they tried to tell me that wat the dealer is saying is wrong and how long they’ve been working on cars. I tell them that i have done the research and the dealership is right.

So to get to the end this company doesnt have the equipment to fully satisfy atleast my job needed done. And not only that but they couldnt offer me anything but an im sorry and walked away. Now i have to follow through with my appointment at the dealership ANOTHER $150 and more time waisted. I WOULD DEFINITELY NOT RECOMMEND THIS COMPANY TO ANYONE!!!

Note: i never wrote a bad review in my life but this is jus...