Our Guarantee & Warranty - Novak Lock & Security Atlanta

The Novak Lock & Security Atlanta Guarantee

We stand behind every lock we install, every cylinder we rekey, and every emergency call we answer in Atlanta. Our guarantee is simple: the price we quote on the phone is the price on the invoice, the technician who arrives is the technician we promised, and the work is documented with photos you keep. If it’s not done right, we make it right. That’s not a slogan. It’s Haven Standard Clause 1, and it’s been our operating rule since 2002.

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What’s Covered

• Workmanship on every installation and repair. We guarantee that locks are correctly aligned, cylinders turn smoothly, and deadbolts throw fully into the strike. In Atlanta’s humid summers, we’ve seen strike plates warp and frames swell; we check for that before we leave, and we come back if the function changes.
• Parts that match what we specified. If we quote a Schlage B660P commercial deadbolt, that’s what’s on your door. No substitutions without your written approval. We handle Medeco, Mul-T-Lock, Abloy, Baldwin, and Schlage as factory-authorized technicians, so the parts we carry are the parts the manufacturer intended.
• Cleanup and damage protection. We drill only when necessary, patch what we open, and leave the work area as we found it. Our photo record includes a “before” shot of the surrounding area, so there’s no dispute about condition.
• On-time arrival within the window we gave you. For scheduled appointments in Buckhead, Midtown, Decatur, or anywhere in our Atlanta service area, we call if traffic on I-85 or the Connector shifts our ETA. Emergency calls are dispatched immediately with a real arrival estimate, not a scripted “30 to 45 minutes” that stretches to two hours.
• Honest pricing with zero doorstep changes. Haven Standard Clause 1: the price on the phone is the price on the invoice. Our technicians are not permitted to change the quoted price on arrival. This rule has been in place since 2002. If we discover additional work is needed, we stop, explain, and get your approval before continuing.

Our Satisfaction Promise

If you’re not satisfied with our work, we make it right. Here’s how that actually works.

Call us at (470) 944-6813 within 365 days of service. Describe what’s wrong. We’ll pull your documented photo record and written scope from our files, review what was done, and send the same technician or a senior tech to correct it. No diagnostic fee, no trip charge, no argument about whether the original work was “good enough.” The 365-Day Done Right Promise means we return and fix it, period.

We’ve honored this promise on rekeys where the new keyway developed a burr, on commercial master key systems where a change key accidentally opened the wrong suite, and on emergency lockouts where a worn cylinder we opened failed two months later. In each case, we returned, diagnosed, and corrected at no charge. The photo record and written scope protect both of us: you know what was done, and we know what we’re standing behind.

If we can’t make it right to your satisfaction, we’ll discuss a refund of the labor portion. That’s rare, but it’s on the table. Our reputation in Atlanta depends on customers who call us back and recommend us. A disputed $180 rekey isn’t worth a relationship we’ve built over twenty-plus years.

Licensed & Insured Backing

Licensing and insurance are the real guarantee behind our paperwork. We’re state-licensed and carry full insurance and bonding. That means if a technician accidentally damages a door frame during a high-security lock installation in Virginia-Highland, or if a liability issue arises from access control wiring we ran in a Downtown Atlanta commercial building, there’s coverage in place. You’re not chasing a personal guarantee or hoping a one-person operator has assets.

Our technicians are background-checked and uniformed, not day laborers dispatched from a gig app. The Haven Standard requires documented training on every lock grade we handle, from entry-level Kwikset to Abloy Protec2 high-security cylinders. When we say we’re qualified to work on your Medeco or Mul-T-Lock, that qualification is verifiable, not claimed.

Insurance and bonding also protect you during the work itself. Lock installation sometimes requires drilling, routing, or electrical connection for access control systems. If something goes wrong, our policy responds. We’ve carried this coverage since 2002, and we’ve never let it lapse. For Atlanta homeowners and property managers, that’s the difference between a promise and a guarantee you can enforce.

What You’re Promised on Every Visit

Here’s what you receive, by name and timing, every time Novak Lock & Security Atlanta comes to your door:

• Written price quote before any work starts. Delivered by the dispatcher and confirmed by the technician on arrival. Clause 1, non-negotiable.
• Documented photo record at job completion. Photos of the installed hardware, the surrounding area, and any relevant security conditions. You keep a copy; we keep a copy.
• Written scope of work. What was done, what parts were used, and what the final function test showed.
• 365-Day Done Right Promise documentation. How to reach us if something changes, and what we’ll do about it.

Frequently Asked Questions