The Promise, in One Paragraph
Every job Loxley Locksmith & Security performs is covered by The Kingswell Guarantee. If the work we did or the parts we supplied fail within 365 days of your service date, we come back and make it right at no charge. No form to fill out. No fee. No argument. You call, we schedule, we fix it. That’s the whole promise, and it’s in writing on every job – not buried in fine print, not offered as an upgrade.
What’s Covered
- Our workmanship. If we installed it, rekeyed it, reprogrammed it, or repaired it, and it doesn’t hold up within 365 days, that failure is on us.
- Parts we supplied and installed. Hardware we sourced and put in – Schlage cylinders, Medeco deadbolts, Kwikset knobsets, Mul-T-Lock cores, and anything else we ordered for your job – is covered alongside the labor.
- A return visit at no charge. If something we did needs a second look, there’s no service call fee, no trip charge, and no “diagnostic” line added to a new estimate.
- A full redo when a repair doesn’t hold. Patching a patch isn’t our style. If the original fix failed, we do the job properly the second time.
- A clean job site, again. We left it clean the first time. If we have to come back, we leave it clean again.
- A written record of the work. We keep your job on file so you don’t have to hunt for receipts. Your invoice is your proof – that’s all you need.
What Isn’t Covered
We’re going to be straight with you here, because a promise that covers everything would be a lie. Here’s what falls outside the 365-day window, and why each exclusion is fair:
- Damage caused by events after our visit. A storm that buckles a door frame, a break-in that bends a strike plate, or a car backing into a gate – those aren’t workmanship failures, and we’d never pretend they are. That said, we’ll come give you a quote on the repair.
- Work performed by someone else. If another locksmith, a handyman, or a family member worked on the same lock or door after we did, we can’t stand behind the outcome. We’re happy to look at it, but any new quote starts fresh.
- Parts you supplied. When a customer provides their own hardware and we install it, our guarantee covers the installation only – not the part itself. We’ll flag any concerns about the part before we start.
- Normal wear on equipment we didn’t install. A lock that was already aging when we arrived and that we didn’t touch isn’t covered by the Kingswell Guarantee. We try to flag these things at the time of service.
- Problems you chose to defer. If we pointed out a second issue during the visit – a worn cam, a misaligned strike, a cylinder that was on its way out – and you decided to wait on it, that deferred item isn’t part of the original guarantee. We’ll give you a new written price when you’re ready.
- Consumables that naturally deplete. Batteries in electronic locks, lubricants, and similar consumables have finite lifespans. Replacing them is routine maintenance, not a failed repair.
If you’re not sure whether something is covered, call us before assuming it isn’t. We’d rather look and tell you it’s outside the window than have you sit with a problem you thought wasn’t our concern.
How to Use the Promise
Step 1: Call (682) 281-8985 or book online
A live person picks up around the clock – no voicemail, no callback queue. Tell us you’re calling about a previous job and we’ll pull it right up.
Step 2: Tell us what happened and roughly when
You don’t need a receipt, a claim number, or a printout of anything. We keep your job on file, and a quick description of the problem is all we need to confirm you’re inside the 365-day window.
Step 3: We schedule a return visit
We give you a real arrival window – same as we did the first time – and we keep it. No vague “sometime in the afternoon” commitments.
Step 4: We make it right
The technician comes out, assesses what failed, and fixes it. There’s no charge, no new estimate, and no invoice at the end of the visit for covered work.
Timing
The 365-day window starts on the date we performed the original service. That date is on your invoice. If something goes wrong on day 366, we’re not going to slam a door in your face – we’re going to come look, and we’re going to be reasonable about it. We’d rather keep a customer than win a calendar argument. Every Loxley location is independently owned and operated, but every one of them honors this promise. It’s part of what it means to work under the Kingswell name.
Questions About the Promise
If you have a question about whether your job is covered, or if something we did isn’t holding up, call us at (682) 281-8985. A real person will answer, pull up your job, and give you a straight answer. No runaround, no waiting on hold for a supervisor who isn’t available. Just a conversation.
Written by Sam Rourke, Owner & Lead Locksmith, Loxley Locksmith & Security – part of the Kingswell family of locksmith companies since 2007.