Incredibly overcharged - Locksmith

Consumer10

I was locked out my flat and called a locksmith to open the lock for me. I was quoted for a basic lock it’s £79

The guy came and said ‘this is a high security lock and I’ll need to drill into the door’ quoting me £210+ VAT  = £250

He then asked if I need the barrel replaced for the lock to which I did. 

£75 for the parts plus another £175 Labour = 250

Total = 500

ive spoken subsequently with two other locksmiths who have quoted for both jobs around £210-250 mark

Another quoted £410. I paid £490

The mention of the price to me was verbal once he saw the lock. I have asked for him to send a breakdown listing out all the costs. 

I should have searched at the time for better quoted but panicked and called the first company on google.( below) 

https://www.locksmith4less.co.uk/

I’ve been taken for a ride here, how do I get my money back and pay the appropriate amount if possible?

Sandtree

Consumer10 said:

I’ve been taken for a ride here, how do I get my money back and pay the appropriate amount if possible?

Why should you get your money back?

They got you out of a hole and its easy for other companies to say afterwards that they'd have charged you less but they weren't the ones you called when you couldn't get in.

If it wasn't an emergency then call a company that will be out in 2-3 days and charge you the lower fee for that timescale. You dont actually mention the work done under either charge... replacing a eurolock  cost alone is clearly high but emergency rates are massively higher. Ultimately it was your choice for them to do the replacement work as well rather than letting them go and dealing with it outside of emergency rates

tacpot12

While consumers have a right not to be charged excessive amounts for services, I think this charge may not be that excessive - I think the locksmith would be able to justify to a court that the charges were in line with this costs. He is entitled to make a profit as this ensures he is available in future to people who have locked themselves out. 

£175 sounds like a lot to get a replacement barrel for the lock, but to get the barrel requires time and fuel, puts wear and tear on the van and increases the milage driven each year, which pushes the cost of insurance up. The locksmith also has to provide a warranty of items they have supplied and fitted - if that lock fails within the next 12 months,  your warranty will come from the locksmith, not the retailer he bought the lock from. The locksmith also has to have the tools needed to fit the barrel and the skills to do so.

You could have gone to the retailer yourself and bought and fitted a new barrel yourself, while leaving a friend to guard your property, but you agreed to the locksmith doing the work, so you have to pay a reasonable amount. I tend to agree with Sandtree that your other quotes don't prove that the  amounts you were charged were not reasonable. 

VT41

Sandtree said:

Consumer10 said:

I’ve been taken for a ride here, how do I get my money back and pay the appropriate amount if possible?

Why should you get your money back?

They got you out of a hole and its easy for other companies to say afterwards that they'd have charged you less but they weren't the ones you called when you couldn't get in.

If it wasn't an emergency then call a company that will be out in 2-3 days and charge you the lower fee for that timescale. You dont actually mention the work done under either charge... replacing a eurolock  cost alone is clearly high but emergency rates are massively higher. Ultimately it was your choice for them to do the replacement work as well rather than letting them go and dealing with it outside of emergency rates

Regarding the timing it was during the day, it wasn't middle of the night. 

As mentioned above the work being done was drilling into the door to gain access and then replacement of a barell. 

He has charged me a such a high price to replace a barrel when others are charging around £100 to replace the whole ERA lock inclusive of VAT and labour.  He has charged me that amount just to replace the barell not even the whole new lock. 

The below link highlights also ' if drilling was the only option why charge £180'

www.locksmiths.co.uk/faq/complaining-about-a-locksmith/

I appreciate 'it was my choice' but ripping off a customer without knowledge of the industry you panic and accept what is quoted. I have subsequently found out that other companies are doing it for half the price and while agree prices vary wouldn't expect it to be by this much. 


The Consumer regulations act also states the below.


2) In that case the contract is to be treated as including a term that the consumer must pay a reasonable price for the service, and no more.
(3) What is a reasonable price is a question of fact.

VT41

tacpot12 said:

While consumers have a right not to be charged excessive amounts for services, I think this charge may not be that excessive - I think the locksmith would be able to justify to a court that the charges were in line with this costs. He is entitled to make a profit as this ensures he is available in future to people who have locked themselves out. 

£175 sounds like a lot to get a replacement barrel for the lock, but to get the barrel requires time and fuel, puts wear and tear on the van and increases the milage driven each year, which pushes the cost of insurance up. The locksmith also has to provide a warranty of items they have supplied and fitted - if that lock fails within the next 12 months,  your warranty will come from the locksmith, not the retailer he bought the lock from. The locksmith also has to have the tools needed to fit the barrel and the skills to do so.

You could have gone to the retailer yourself and bought and fitted a new barrel yourself, while leaving a friend to guard your property, but you agreed to the locksmith doing the work, so you have to pay a reasonable amount. I tend to agree with Sandtree that your other quotes don't prove that the  amounts you were charged were not reasonable. 

I haven't been given any paperwork/invoice with regards to the work done and subsequently contacted the individual to provide this.

The prices quoted from other locksmiths are approx 50% less, would this not be an example of it not being a 'reasonable price for the service, and no more.' 

Pollycat

VT41

From your posts above it sounds like you are the original poster.

The thread was started by Consumer10.

You are only allowed to have one MSE account.

Laz123

I'm afraid it's a case of supply and demand. You had the option of turning him down and going elsewhere. He's probably trying to recoup his losses due to less work because of the pandemic.

dil1976

Did the other locksmiths who quoted you say that would be a standard charge with a pre booked appointment or what they would charge if like you did called them out in a emergency?

neilmcl

tacpot12 said:

While consumers have a right not to be charged excessive amounts for services, I think this charge may not be that excessive - I think the locksmith would be able to justify to a court that the charges were in line with this costs. He is entitled to make a profit as this ensures he is available in future to people who have locked themselves out. 

£175 sounds like a lot to get a replacement barrel for the lock, but to get the barrel requires time and fuel, puts wear and tear on the van and increases the milage driven each year, which pushes the cost of insurance up. The locksmith also has to provide a warranty of items they have supplied and fitted - if that lock fails within the next 12 months,  your warranty will come from the locksmith, not the retailer he bought the lock from. The locksmith also has to have the tools needed to fit the barrel and the skills to do so.

You could have gone to the retailer yourself and bought and fitted a new barrel yourself, while leaving a friend to guard your property, but you agreed to the locksmith doing the work, so you have to pay a reasonable amount. I tend to agree with Sandtree that your other quotes don't prove that the  amounts you were charged were not reasonable. 

That was just the labour cost, for presumably an emergency callout. Seems entirely reasonable.

neilmcl

VT41 said:

Sandtree said:

Consumer10 said:

I’ve been taken for a ride here, how do I get my money back and pay the appropriate amount if possible?

Why should you get your money back?

They got you out of a hole and its easy for other companies to say afterwards that they'd have charged you less but they weren't the ones you called when you couldn't get in.

If it wasn't an emergency then call a company that will be out in 2-3 days and charge you the lower fee for that timescale. You dont actually mention the work done under either charge... replacing a eurolock  cost alone is clearly high but emergency rates are massively higher. Ultimately it was your choice for them to do the replacement work as well rather than letting them go and dealing with it outside of emergency rates

Regarding the timing it was during the day, it wasn't middle of the night. 

As mentioned above the work being done was drilling into the door to gain access and then replacement of a barell. 

He has charged me a such a high price to replace a barrel when others are charging around £100 to replace the whole ERA lock inclusive of VAT and labour.  He has charged me that amount just to replace the barell not even the whole new lock. 

The below link highlights also ' if drilling was the only option why charge £180'

www.locksmiths.co.uk/faq/complaining-about-a-locksmith/

I appreciate 'it was my choice' but ripping off a customer without knowledge of the industry you panic and accept what is quoted. I have subsequently found out that other companies are doing it for half the price and while agree prices vary wouldn't expect it to be by this much. 


The Consumer regulations act also states the below.


2) In that case the contract is to be treated as including a term that the consumer must pay a reasonable price for the service, and no more.
(3) What is a reasonable price is a question of fact.

But I'm assuming it was still an emergency callout rather than a routine job.

comeandgo

Add up your sub total column and you will see vat is only added at the end.