Conned by locksmith

connedbylocksmith

London

I’m not sure if I have a case here so would appreciate any advice. Unfortunately, I locked myself out of my house earlier on today. I googled “Locksmith *local area*” and clicked on the second link. I don’t know if I can post the link here.

In my panic, I just wanted any locksmith to come. The lady on the phone (the receptionist, I imagine) said the price would be £55 but the price would be agreed upon when the locksmith arrived and looked at the lock.

Some guy called Vlad turned up, in casual clothes and a beat up car. He looked at my front door lock and said it was a high security lock and it would be difficult. I asked him if he can fix it and he said “I don’t know, I’ve never done this one” then said “I could just drill through it and replace it”. When I asked for the estimated cost, he said “180” then “200” then a higher value.

I didn’t feel that I could trust him to do the job so I declined his services. He said I’d still need to pay £55. He gave me a receipt with a value of £66 as VAT wasn’t included.

My questions are:
1. Should the receptionist have told me that VAT is not included in the £55?
2. Should the receptionist have told me that there is a call out fee?

I tried to call them back to complain but they were really unprofessional, shouting at me over the phone, saying “YOU SHOULD HAVE ASKED IF VAT IS INCLUDED!!!!”. They then refused to pick up my call and as soon as they heard it was my voice on another phone they put the phone down.

The website doesn’t have an address, only a contact number. The website has photos of a few men who are the “technicians” with names underneath the photos. I have reverse searched these images and the same men come up on a similar looking website in a different language and the men have totally different names.

JReacher1

It doesn’t sound like you were conned. When you call out a tradesman at short notice on the weekend then he is not going to turn up for free.

dj1471

Yes & yes per the Consumer Contract Regulations.

Others will disagree but I think legally you shouldn't have to pay anything. They didn't give you required information and didn't have the skills to complete the job - they sent a guy who knows how to use a drill, not a locksmith.

connedbylocksmith

Not sure how to reply with quoting test but @JReacher1. Their website says they’re open 24/7 and will arrive in 15-20 minutes. I (maybe mistakenly) thought that you should be informed about a call out fee, or a flat fee and also added VAT. Is this not the case?

connedbylocksmith

The website also says prices start from £49. The lady on the phone said “the price for a simple lock is £55”, this is not £49 nor does it at all sound like a call out fee.

connedbylocksmith

@dj1471

I paid by credit card as I felt very intimidated and I felt that I had no choice. I hope that I can find a way to complain somehow as I can’t get their address.

powerful_Rogue

You honestly thought someone was going to come out for free at the weekend to have a look at your lock?

DCFC79

Just move on. Dont think you are going to find an address for them.

Have you got the lock replaced ?

Could you not break a window to get in.

Timpson is 1 you could have called.

connedbylocksmith

@powerful_rogue

I didn’t know all companies had call out fees though. Don’t they mention beforehand? I’ve never done this before.

connedbylocksmith

@DCFC79

I called another locksmith company with positive reviews on google. They told me it would be at least £500 to replace my type of front door lock (I told them the type) and if I wanted them to come out, there’s a call out fee of £99.

I thanked them for telling me about the call out fee and the lady on the phone said I should always be told and never to accept a locksmith without this information and also to check their ID when they arrive.

I climbed up a ladder and in through a small window in the end.

powerful_Rogue

connedbylocksmith wrote: »

@powerful_rogue

I didn’t know all companies had call out fees though. Don’t they mention beforehand? I’ve never done this before.

99.99% don't Monday-Friday during "working" hours. Anything after this it's pretty much a given there will be a call out fee.