Indra Fortney

Dec 18 2018

Rating: (1 / 5)

It's disappointing to write this review. Horton's makes good keys, I've used them for over 3 years for my local downtown Napa business but the customer service is terrible. I had a Do Not Duplicate key for my new second shop location. I was told I had to submit a letter with my letterhead approving the key to be made. I came back with the letter and they made a key for me. The next time only a matter of a few months I spoke to the same man who took my letter and made my keys and he told me the letter was not kept on file because it did not say "until further notice" on it. I was never told this is what it should say, now I was being told I would need to make a new letter, because I guess my previous letter was what, thrown away?

I said it would make it easier if they could show the customer what type of letter was needed and he replied, "we don't want to make it easy"
From a customers perspective, this is frustrating to hear! I was in desperate need of a key for my new employee and I asked if he could use my business card which has my name on it, the business logo (same as letterhead) and it lists me as the owner. He said. "No. It has to be a letterhead. There are no exceptions."

But , I pointed out it would be a lot more difficult if I was faking this to make business cards for myself then quickly type up a fake letterhead on the computer. This common sense point was completely lost on him.
And in any case, how would he trace the key back to the letter?
But in the end the most frustrating part of this is I'm a loyal customer that has been coming to the same man to make my keys for years and he refuses to recognize me! Instead he sticks to a rule that makes little sense that he created -there is no regulation that requires this. I looked it up and ...

The truth is there's no law regarding “do not duplicate” keys. The engraved message found on many business keys is not legally binding – it's just a recommendation. He was angry that I tried to reason with him and told me I should have my key made elsewhere which is exactly what I did and will do from now on!