Review Summary:
+Excellent Customer Service
-Easy to obtain detailed quote
-Courteous, efficient communication
+Expertise
-ILNY team are security consultants, as well as skilled locksmiths
+High Integrity
-The ILNY team saved us money by advising us on what we NEEDED, even though we initially asked for much more expensive, but unnecessary, parts/service
-ILNY's conduct, and Peter's expertise and demeanor when he arrived to perform the requested work exemplified the utmost professionalism, and gave me a level of comfort with regard to someone coming to my home and taking responsibility for the physical security of it
+Pricing
-Markups on parts were fair
-Labor charges were industry standard and accurately reflected the amount of time spent
+Outstanding All Around Company
-If ever we need additional physical security measures, we will call ILNY
-We will be referring ILNY to friends and family because of the degree of service we received
Narrative:
About 3 weeks ago my Fiancee and I decided to change locks on our relatively new condo. Did some due diligence on local locksmiths and ILNY stood out, so I called them.
The gentleman that took my call said it would be fine to submit pictures of the locks via email, in order to get a quote. The following day, I received a phone call from Allison the office manager, who relayed that the technicians there recommended we only change the cylinders, not the actual locks themselves, as the locks were top of the line and would have cost more than $1000 to actually replace. We elected to revise our request accordingly, and after clarifying our other requests, she emailed us a quote for the parts + labor.
We paid half up front as a deposit via credit card (Over the phone), and made an appointment for a technician to come and perform the work at the end of that week, as the parts were special order.
Due to one of their technicians being involved in a fender bender, throwing their appointments into disarray for the day, I received a voicemail the day of my appointment, a Thursday, and was advised to call back to reschedule. I returned the call and the technician I spoke to apologized profusely and offered to come perform the work at 6:30pm the following night, Friday. I was very impressed by this, and they made it abundantly clear that rescheduling appointments on customers is not how they normally do business, even though it really did not bother me considering the circumstances, as I know how frustrating it is to be in a car accident and wait 2 hours to be cleared to leave the scene!
Peter came on time Friday night, and confirmed the work we wanted done. He immediately advised me that an additional lock we requested was overkill, and explained why. We agreed and he removed that from the invoice, which saved us over $150.
He carefully changed the cylinders on the other locks, shaved the keys for a smooth fit, tested the locks and asked us to test them as well. They were 10x smoother than when we moved in, and he reconfigured them, as before one of them never quite locked/unlocked properly. I had forgotten about this, but he noticed it when testing them and made the appropriate tweaks to get it working properly.
We also asked Peter to consider a rather unique issue we were experiencing with the configuration/placement of the locks on the door. He grabbed a part from his bag and fixed the problem at no additional cost, downplaying it as "A part he happen to have that happened to fit". We couldn't have been happier.
A+ Operation, could not recommend more! read more
