A locksmith business that advertised low-cost services and ‘free estimates’ has paid $80,000 in penalties and compensation following legal action over misleading pricing.
Consumer Affairs Victoria (CAV) alleged Wise Tech Services Pty Ltd (trading as Pick & Lock and E.Z Locksmiths) misled customers by advertising services from $55 on their website, while charging between $600 to $2,100.
Under the settlement, the business has fully reimbursed customers involved in the legal action and implemented changes to its pricing practices. This includes publishing call-out fees online, disclosing fixed costs before dispatching a technician and stating prominently that no work will begin without the price being provided upfront.
CAV’s action alleged technicians attending call-outs typically started work without first telling customers the cost, before presenting them with a bill much higher than the price advertised online.
Customers locked out of their homes reported feeling threatened, pressured or coerced into paying the bills.
Director Eliyahu Oren Kuznitz managed the conduct of technicians and had an obligation to ensure compliance with Australian Consumer Law.
CAV Director Nicole Rich said consumers who call for help in an emergency situation should be able to trust that the price advertised is the price they can expect to pay.
‘This is a positive step towards greater price transparency in an industry where consumers can be under pressure and vulnerable,’ Rich said.
‘While Consumer Affairs Victoria can’t dictate the rates that locksmiths charge for their services, we won’t tolerate traders misleading consumers at their most vulnerable moments.’
‘Even when you need to get hold of a locksmith quickly, we urge all consumers to shop around, read reviews, consider the advertised prices carefully and get a proper quote upfront.’
If you have had a bad experience with a locksmith, contact us through our complaint form, email or by calling 1300 55 81 81.