Locksmith deceived me - Can I get a refund

ucbtjsc

Hi everyone,

I'm on here because I called a locksmith out yesterday for a non-emergency lock change (just moved into new place and changed them for security). Over the phone I was quoted £59 for the labour and £20-£30 for the cost of the lock.

When the locksmith arrived he told me that the woman who answered the phone didn't know much about locks and that my particular lock was a rare one and would actually cost £52. I was uncomfortable but felt I had no other option as he said the callout fee £59 would still be charged even if I didn't have them changed (the £59 covering 30 mins so I was under time pressure).

Reluctantly I agreed as he assured me that this was a fair price for the lock and because my 30 mins was running out (there was added pressure from him to co-operate).

We don't have the internet in the new place so I waited until I got into work just to double check the price of the lock. It turns out that it is extremely common and costs around £6 (or cheaper if bought in bulk). I now feel royally ripped off having paid £52 for it after being quoted £20-£30 and I don't know what to do.

I contacted the locksmith again and he found it amusing and suggested that I am more careful before paying next time. As far as I am concerned he has lied (about the lock being rare and expensive) and has ripped me off because he knew he could get away with it.

I paid cash at my door because he said there would be a sizeable transaction fee if I used a card.

What are my options? Or do I put this down as a very expensive lesson about locks?

P.S. I never knew that changing a lock was literally 5 seconds with a drill, I thought that for £59 it would be a lot more complicated; I admit that the labour costs; whilst very high were not deceptive.

monty-doggy

Do you have a receipt and was it a big company or was it an independent?

ILW

The cost of the lock is of no concern. You agreed the price and paid it.

monty-doggy

That's not the point. You can report them to trading standards or a fair trade company.

The reason I ask if its independent, is to check if they are fair trade approved. Because if they are I'd complain.

ILW

monty-doggy wrote: »

That's not the point. You can report them to trading standards or a fair trade company.

The reason I ask if its independent, is to check if they are fair trade approved. Because if they are I'd complain.

For what? There are no laws or guidelines for profit margin or mark up.

monty-doggy

FairTrades Members Charter – The Code of Conduct
Respect the Homeowner’s rights at all times
Act appropriately and be transparent during contract negotiations; do not exert any undue pressure to secure a contract
Supply a written quotation when submitting a tender for contract
Comply with all laws, statutory regulations and Building Regulations
Maintain adequate employers and public liability insurance
Respect the Homeowner's privacy and take all steps to ensure the security of their home and a safe working environment, with specific attention to Control of Substances Hazardous to Health Regulations and the safe and secure disposal of waste, and Work at Heights Regulations
Ensure that all work is started and completed on the agreed dates and that any unavoidable changes are clearly communicated to the homeowner
Arrive at the agreed time for appointments with the homeowner and to give advance warning of any unavoidable delay
Ensure that all work is completed to pre-defined specifications and budgets as defined in an agreed contract. All changes must be communicated and agreed with the homeowner prior to proceeding
Ensure that all works are completed to the highest possible standards and that all guaranteed elements of work are agreed
Leave all areas clean and tidy at the end of the day, and to remove all rubbish upon completing the contract
Have a complaints procedure that ensures you will respond to any complaint in a reasonable time and in a proper manner
Be fully responsible for all colleagues and sub-contractors in meeting these standards at all times
Provide written guarantees for workmanship and materials and, whenever possible, an Insurance Backed Guarantee; at the very least provide information to allow the offer of an Insurance Backed Guarantee
Ensure that your currently excellent legal and financial credit rating is maintained and does not fall below our required limits. This ensures that only the most professional and reliable contractors remain on our directory

ucbtjsc

monty-doggy: No reciept. I thought that it was a big company but it turns out that they just subcontracted out an independent guy.


ILW: I feel that I was coerced into accepting the lock through time pressure (30mins), being told that I'd have to pay the callout charge even if no work was completed (despite giving an incorrect quote over the phone), and was then lied to about the rarity of my lock.

The cost of the lock highlights that he was lying when he said it was rare and expensive.

I understand what you're saying about agreeing the price but I did not receive the product I had been told I would (i.e. a lock that was expensive and difficult to source).

I guess what you're saying is that I have been had but it was caveat emptor?

monty-doggy

If they are a member and don't follow the conduct they can be booted out.

monty-doggy

If it was subcontracted, ring the original company to complain. They should be aware they are sending out rogue traders!

ILW

ucbtjsc wrote: »

monty-doggy: No reciept. I thought that it was a big company but it turns out that they just subcontracted out an independent guy.


ILW: I feel that I was coerced into accepting the lock through time pressure (30mins), being told that I'd have to pay the callout charge even if no work was completed (despite giving an incorrect quote over the phone), and was then lied to about the rarity of my lock.

The cost of the lock highlights that he was lying when he said it was rare and expensive.

I understand what you're saying about agreeing the price but I did not receive the product I had been told I would (i.e. a lock that was expensive and difficult to source).

I guess what you're saying is that I have been had but it was caveat emptor?

There is no official definition of expensive.

Next time, if the price is different to the verbal quote, just tell them you are not going to proceed or pay any call out. Nothing they could have done.

ucbtjsc

ILW wrote: »

For what? There are no laws or guidelines for profit margin or mark up.

If he had just come out and said: "That lock will be £52 if you want me to install it" then you'd be right, I would have agreed and that would be that.

However, I was told several things that were not true, and then pressured into paying up (callout charge would still be payable, 30 mins was running out).

I think that this changes the nature of the situation, for me it is more about the deception than the mark up.