Chen Zhe
I am writing to formally file a complaint regarding the lack of response from Pop-A-Lock (the Security Professionals) of Essex County, NJ, in relation to a faulty car battery replacement performed in October 2024. This service was coordinated through GEICO roadside assistance, and I was informed at the time that the new battery was covered under a three-year warranty. Within just six months, I began experiencing intermittent power failures with my vehicle. On multiple occasions, my car has failed to start — either blacking out entirely or requiring several minutes to restore power before it could start. This has occurred at least three times in 2025, indicating a recurring and urgent issue with the battery’s reliability. On 4/4 at 8:15 AM, I contacted Pop-A-Lock and requested that a technician be sent to inspect the battery and replace it if deemed defective. Despite being told that my request was submitted to their system, I followed up six times throughout the day with no action taken. I also attempted to speak with someone from management or the dispatch team, but was repeatedly told that no one could provide contact information or escalate the issue. I was simply advised to “wait.” As of 2:00 PM today — nearly 30 hours later — no technician has contacted me, no one has followed up, and my issue remains unresolved. This lack of action and communication is unacceptable — especially given the urgency of a failing car battery and my reliance on my vehicle for daily use. Pop-A-Lock has failed to honor the warranty and has shown no sense of urgency or accountability.