Coastal Lock & Key

Coastal lock and key is my automatic go to for anything locks and keys related. I was recently hired into a company in Surrey that had multiple random lock issues and each time I had to deal with something, I soon knew that Coastal would be my absolute go-​to for all issues.
They have access to keys that many other lock places don’t carry– if they didn’t have it, they got it for me within 24 to 48 hours. I had a particular set of keys I needed copied that I took to 2 smaller shops, a Home Depot, and a Rona– none of them had them in stock, nor did they offer to get them for me. When I finally got to Coastal, they had 1, and ordered the other one for me within 24 hours.
I had lock boxes that had keys jammed in them– took it to Coastal and they jimmed it out for me in 2 minutes.
I had a pad lock that didn’t close anymore– they adjusted it for me in less than 5 minutes.
I had a break and enter happen– called one company that came up in a google search to come in and put a metal wrap on the door and change out the lock. This other company (NOT Coastal) charged me $ 150 for a lock that is at Home Depot for $ 29.99, and they put the wrap on loosely, meaning the wrap wasn’t actually flush with the door and it’s hard to open and close. In my haste to get the door repaired, I wish I would have realized Coastal could have done this for me. 4 weeks after the fact, I have Coastal’s Mobile team on site fixing the job the other company did. AND they are getting me back on with an INDUSTRIAL COMMERCIAL grade lock for $ 150 or so. Basically they are charging me for what I am actually buying, not like the other company I used.
I had locks that over the years, keys were lost on… Coastal makes me new keys even without any originals.
I even needed a bunch of key rings for a project I was working on, and they sold me 200 pieces from their stash so I didn’t have to source and pay more on amazon or some place else.
They are extremely well priced ($ 2.99 for copies of certain keys that Home Depot charges $ 4.99 for), they know their locks, they go out of their way to help me, even when they didn’t realize I was already a repeat customer (so it wasn’t like they were only rolling out the red carpet because I go there a lot), they provide friendly service, and they respond and give me service QUICKLY.
Let me finish with saying that Coastal is a little out of the way for me to get to, in the sense that I probably pass 5 places that offer key services before I reach them… but I will ALWAYS take the extra time to go to them because I know I’ll get what I need, as I need it.
I don’t bother with the other places anymore! Thanks Coastal!

Absolutely terrible service, I would not recommend this company to anyone.
I called Coastal Lock & Key Ltd because I needed the lock changed on the front door of my condo. My building’s maintenance manager recommended them as he has used them in the past. When I called I explained that I needed one dead bolt lock changed, a peephole installed and a possible non-​keyed lock added somewhere on the inside. The gentlemen that I spoke to seemed very friendly and pleasant and told me the cost would be $ 90 for the house call/​labor to install the items and $ 70 for the deadbolt part. The quoted total he gave including both of those amounts was $ 200, I assumed leaving a little extra for the added non-​keyed lock depending on which one I decided to go with.
My appointment was at 9:00am and the technician arrived about 20 minutes late around 9:20am. He too was very friendly and helpful, suggesting which non-​keyed locking system to add (a $ 29.99 part) etc. By the time he actually started working on my door I’d say it was around 9:30am. At approximately 10:00am he was finished installing and replacing all of the parts. He went back down to his vehicle to write up the final bill. When the technician returned he presented me with a bill of $ 297.54
The bill breakdown I was given:
Service Call & Install Door Viewer $ 90
Schlage Deadbolt $ 69.99
Door Guardian $ 29.99
Door Viewer $ 10.99
Labor (Deadbolt, Door Guardian) $ 75.00
I was caught completely off guard by the substantial amount as the price quoted to me was almost $ 100 less than the number I was looking at on my bill. I asked the technician about the amount and explained I was only quoted approximately $ 200 but he couldn’t really say much about it. I was rushing to get out the door for work so I reluctantly paid the amount and then phoned the gentleman I spoke with the previous day who gave me the $ 200 quote. He told me he would speak with the technician when the technician returned and give me a call back.
A few hours later I still had not heard from Coastal Lock & Key so I instead called them. The gentleman who had given me the $ 200 quote answered and told me he had spoken to the technician and reviewed the bill but did not see anything wrong with it. He also said that a quote is just a very rough guess and that unless he was to see my door himself he could not give a proper quote of the amount. This was extremely confusing to me because I have received many quotes for various services in the past and generally they are quite close, certainly with a reasonable ballpark. However, $ 100 more than the quoted amount in my mind is completely unacceptable. I explained this too him and also that he originally told me the $ 90 included the labor and house call. I told him I was quite confused by the added $ 75 charge for labor that in all honesty took the technician well under 30 minutes to do (not to mention replacing a deadbolt is a matter of removing and replacing screws and probably took under 5 minutes for him the tech to complete). He then proceeded to tell me that no, he never said his quote included any labor; that the $ 90 is merely for them to come to my house. He also told me that it was unclear what exactly I had wanted done so that made him unable to give me a proper quote.
A. Why would a business give a customer a quote that didn’t include labor? And even further, tell them it does when in fact it does not?
B. It was unclear what I wanted done? Probably the first sentence I issued to him when I initially called Coastal Lock & Key was that I needed one dead bolt lock changed, a peephole installed and a possible non-​keyed lock added somewhere on the inside. I am not sure how I could possibly have been more clear?
After discussing all of these things it was very obvious that Coastal Lock & Key was not going to refund me any of the $ 297.54. He said there was nothing he could do, that the bill was accurate and fair and that they actually have some of the best prices around; that this was actually very reasonable (so $ 160 for a house call and 30 minutes or less of labor using a screwdriver is reasonable). I ended the conversation by informing him that I felt very taken advantage of and would not be recommending his company to anyone. The phone was silent as he had no comments.
I am usually reluctant to write very negative reviews online but in this case I felt so taken advantage of, robbed and scammed I felt I had to warn others so they did not end up in a similar situation.
Once again, I would never recommend this company to anyone.