Locked out of our home without a key my wife called LockFit Beckenham (the same organisation as LockFit Croydon Ltd). The 'locksmith' drilled out and replaced the lock. We are now unable to open the door. When the problem was reported - we were accused of lying about the cause - with the company representative incorrectly suggesting the door was faulty and nothing to do with their 'repair'. An unfortunate response and a clear indication of a lack of care or concern towards their customers - we now left with an inoperable door. We would urge others to avoid this company.
Response from Lockfit Croydon Ltd
We acknowledge your review and appreciate the opportunity to respond. Lockfit is committed to providing a high standard of service, and we take all customer feedback seriously.
Following a review of the call recording, it is evident that our franchisee offered to return to your property to inspect the lock we installed, at no cost, in accordance with our warranty guarantee. It was also clearly explained that if the issue related to a separate component, such as the mechanism, this would not be covered under the warranty and would therefore incur a charge.
At the time of our visit, your wife indicated that you had experienced occasional difficulty in lifting the handle. This issue was noted during our assessment, but as there was no immediate failure, no charge was applied for a replacement mechanism. However, upon further consideration of your wife’s comments, it is possible that a new mechanism may now be required.
It is our understanding that we were not given the opportunity to return and assess the matter. Notwithstanding this, we remain willing to discuss the issue further in order to reach a resolution. Please do not hesitate to contact us should you wish to proceed.