Reputation Radar

Reputation Audit: Midtown Locksmith

An independent look at Midtown Locksmith's Google reputation in Nashville, TN.

3.9

Current rating

Google reviews

Unanswered

What's holding the rating back

Pricing transparency and potential deceptive billing practices — a customer reports being charged $495 without clear consent, raising serious trust concerns
Appointment reliability and professionalism — a technician no-showing and hanging up on a customer signals a breakdown in basic service standards
Retaliatory behavior toward reviewers — responding with threats rather than resolution damages credibility and may discourage future customers from leaving honest feedback

Growth opportunities

Establish a clear, upfront pricing policy communicated before any service begins — customers who feel informed become your most loyal advocates
Create a structured appointment confirmation and cancellation protocol so no customer is ever left waiting without communication or dignity
Leverage the genuine warmth expressed in the 5-star review as a model for the experience you consistently deliver — that sense of trusted, personal service is a rare and powerful differentiator worth protecting

Recommended review responses

Anonymous 1-Star Reviewer (Car Lockout Overcharge) · 1 stars

"Absolute scam - charged $495 to open my car door. Thought the charge read $49.50… when I questioned the price, the technician pushed the charge through without my signature. Please avoid these people."

Recommended response

Thank you for taking the time to share this — and we want to be direct with you: what you've described does not reflect the standard of service we hold ourselves to. A customer should never feel uncertain about pricing, and a charge should never be processed without clear acknowledgment and consent. We take this seriously and would very much like the opportunity to make this right. Please reach out to us directly at your convenience — we want to review what happened, address the charge, and ensure this experience is not repeated. Your trust matters to us, and we are sorry we fell short of earning it.

Anonymous 1-Star Reviewer (No-Show Appointment) · 1 stars

"Had an appointment and they ghosted me. The technician said 'he's not coming' and hung up. Edit: looks like they're threatening me (see reply)."

Recommended response

We appreciate you sharing your experience, and we owe you a genuine apology — not a defense. You exercised a completely reasonable right as a customer to compare options, and the response you received from our technician was unprofessional and unacceptable. Being hung up on after waiting an hour is not something anyone should experience, and any reply that felt threatening to you only compounded a situation we should have handled with far more grace. We have addressed this internally. If you are open to it, we would welcome a private conversation to acknowledge what went wrong and restore some goodwill. Thank you for holding us accountable.

Anonymous 5-Star Reviewer · 5 stars

"These guys are great! very quick, and responsive. They are very efficient, and I feel like I can trust them. They bring back the personal service of business that's been lost like having a family handyman, milkman or mailman."

Recommended response

This truly made our day — thank you. The comparison to a trusted family handyman or mailman is exactly the kind of business we set out to be, and knowing that came through for you means everything. We have saved your number too, and we will always be here when you need us. Welcome to the family.

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