Two Margate pensioners and a Herne Bay locksmiths are issuing a warning to check credentials for any locksmith called out after one of the pensioners was charged £729 and left her with a temporary ‘overnight’ lock worth just £28.
The 69-year-old and her 71-year-old friend say they believe they were duped after googling reputable firm Herne Bay Locks and not realising the firm that came up was another which was under a similar name and number.
The pair, who have asked not to be named, say they were quoted £49 call out plus £120 to drill the lock out and if that didn’t work it would be £220 to crowbar it open and replace the lock.
The friend, who says she now feels responsible as she made the initial call, said: “I have used Herne Bay Locks before and they have a superb reputation, so I googled them and this firm came up. I thought it was them, the number was similar as they are 01227 and this was 01277, I didn’t realise it was a different company at the time.
“When the man turned up in a car I thought it was a bit strange but then thought maybe they don’t come in a truck all the time.
“He tried the lock and it didn’t work so he put the crowbar underneath and opened it and because it was easy he said he’d just charge £150 for that.
“He cut a big chunk out of the door and then produced an invoice for £729. The new lock was £160. He said it was 10% off but we had to say we were over 80. He had the gift of the gab.”
When the lady tried to pay she became flustered and could not remember her pin and her friend says the locksmith “became quite agitated and intimidating.”
He eventually sent a link from his phone and the bill was paid. The business name and number on the invoice do not match those that the friends believe they called.
The friend said: “Later I was thinking he should not have charged that much, he was only there 45 minutes.”
The friend called the real Herne Bay Locks the following morning and was told the business had previously complained to Trading Standards after receiving other calls by people caught out in the same way. They also said the ‘overnight’ lock put in place by the other locksmith was one that should only be used as a temporary measure and the sale price should be just £28.
The friends have complained to the police and Trading Standards, via Citizens Advice, and have called the company that came out to say they are applying for a refund due to ‘faulty work.’ Initially they were told someone would come out and rectify it but they then told the firm they can have the lock back and a refund is required.
The last call, made by the victim’s brother, ended when the firm hung up on them.
The pensioner has also contacted her bank in hopes the payment can be stopped.
The friend said: “We are both quite embarrassed that we have been duped, I’m usually quite savvy. I’m not going to give up until she gets her money back because I made the call and I feel morally responsible.
“I don’t want this to happen to anyone else, so I just want to warn people.”
Herne Bay Locks (HBL Security Solutions) [pictured above] is urging homeowners to check credentials before agreeing to work
Owner of Herne Bay Locks (HBL Security Solutions), Tom Whatley says he is aware of two separate locksmith scams, where householders have been pressured into unnecessary work, left with poor-quality repairs, and charged vastly inflated fees.
The business says it has seen a rise in concerns from residents who believed they were hiring a legitimate locksmith, only to discover the work was substandard and the final bill far higher than expected.
Talking of the £729 bill for the failed UPVC door lock repair using an ‘overnight emergency lock,’ Tom says this is not an adequate long-term repair and would make the home insurance invalid.
He said: “Scammers rely on panic — especially when someone feels they can’t secure their home.
“The most important thing people can do is slow the situation down, ask the right questions, and make sure the person at the door is a genuine, qualified locksmith. If something feels off, it usually is.
“A legitimate locksmith will explain what needs doing, why it needs doing, and what it will cost — before they start. If you’re being rushed, pressured, or the price keeps changing, stop and get a second opinion.”
Herne Bay Locks (HBL Security Solutions) is advising residents to take a moment to verify who they are dealing with before agreeing to any work:
- Ask for a clear quote upfront — including labour, parts, call-out fees and VAT (if applicable)
- Be cautious of pressure tactics — “today-only” pricing, refusing to explain costs, or pushing unnecessary upgrades
- Check they are genuinely local — look for a verifiable address, consistent trading name, and a working phone number
- Ask for identification and paperwork — and ensure the details match the business name
- Ask about qualifications and professional membership — and verify independently where possible
- Check reviews carefully — look for detailed local reviews, not generic or repetitive comments
- Request an invoice/receipt — showing the company’s details, the work completed, and the parts used
- Don’t be rushed into paying — especially cash, and especially without paperwork
What to do if you think you’ve been scammed
- Keep any paperwork, texts, emails and payment records
- Take photos of the work completed
- Report concerns to Citizens Advice Consumer Service (who can refer cases to Trading Standards)
- Contact their bank immediately if they believe they have been misled into making a payment
Herne Bay Locks (HBL Security Solutions) is also offering free, no-obligation advice to anyone unsure about a quote, a call-out, or whether a locksmith is legitimate. The firm is family- run and has been trading for over 25 years.
The Isle of Thanet News called the company listed on the invoice – 24 Hour Services- based in London and was asked to submit an enquiry via email.
We are awaiting a response.
Trading Standards has been contacted for comment.
People like that are disgusting, how does he think its acceptable to do this to someone. Hopefully he gets shut down and cant do this again. I hope the lady gets her money back.
its a pity there is not a photo of these vile chancers , they should be named and shamed and the police should put them out of action , then make them refund the con and throw these clowns in prison.
So she had used the company before & despite not being the area code for Canterbury/Herne Bay she decided to phone it anyway? Sure that money isn’t for the petrol from Essex/London there & back?