Story Published:
Sep 3, 2007 at 3:00 PM PDT
Story Updated:
Mar 10, 2010 at 2:15 PM PDT
SEATTLE -- Hiring a good locksmith is never cheap. But hiring a dishonest or incompetent one is always expensive.
You could end up choosing someone who charges way too much, someone who doesn't know what he's doing, or both.
Shirley Nelson was at the supermarket in July putting groceries into her car, when she accidentally locked her keys in the trunk.
She needed help, but her regular locksmith wasn't around. So she picked up a phone book, found an ad that caught her eye, and called the company.
A young man arrived and sized up the situation, but Nelson said he did not appear to be a professional.
"To me it seemed like he was hemming and hawing around," she said, and the so-called locksmith couldn't pick the lock on her car's trunk.
"So he says the only alternative is to drill the lock. So that's what he did."
The man drilled out the entire lock mechanism on Nelson's car. So until she could get the lock replaced, Nelson had to drive around with her trunk tied down with a bungee cord.
"And I have to tie in it at least three knots in it to keep it down," she said.
Nelson had used locksmiths before, so she figured the job would cost her about $75. But the man from Dependable Locks gave her a bill for $134.
It cost her another $111 to buy a new lock and have it installed by Nelson's regular, reputable locksmith.
And he said there was no reason that the lock should have been drilled out in the first place.
Nelson didn't know it at the time she picked their number out of the phone book, but Dependable Locks is actually based in New York.
They place ads in local phone books using dozens of names -- and all with local phone numbers -- to make it look like they're a local company.
The company does the same thing with online ads.
Nelson said she called and wrote to the company to complain about her experience, but they've never responded.
The Better Business Bureau says that's the common pattern.
"These companies have been, when it comes to getting refunds, when it comes to answering complaints, they have been absolutely non-responsive," said Alison Preszler, spokeswoman for the Council of Better Business Bureaus.
We've tried numerous times to get a comment from Dependable Locks, but no one there would speak on the record.
No one expects to lock their keys in the car, but we all do it. Should it ever happen to you, do not grab a phone book and pick a locksmith at random.
Tips for choosing a locksmith
What's in a name? Unscrupulous individuals often operate under many business names or aliases. They may answer the phone with a generic phrase like, "locksmith service" or simply "locksmith". If the call is answered this way, ask, "What is the legal name of your business."
Unclear advertising: Look closely at the ad(s) in the yellow pages. Is the specific name of the business clearly identified? Does the ad look similar to other ads but have a different name? Does it appear that the dealer actually operates under several names?
Unmarked car: Some legitimate locksmiths will work out of a car or unmarked van for quick jobs, but most should arrive in a service vehicle that is clearly marked with the name of the business.
Ask for identification: A legitimate locksmith should ask for identification and some form of proof that you have the authority to allow the unlocking to be done. A legitimate locksmith should also provide you with identification in the form of a business card or invoice with the company name on it. Identifying information should also match the name on the service vehicle.
Get an estimate: Find out what the work will cost before you authorize it. Never sign a blank form authorizing work.
Demand an invoice: Insist on an itemized invoice. You can't dispute a charge without proof of how much you paid and what you paid for.
Just say no: If you are not comfortable with the service provider, you can, and should, refuse to work with the locksmith.
Source: The Council of Better Business Bureaus
Tips courtesy The Council of Better Business Bureaus
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