Our Guarantee & Warranty - Novak Lock & Security New York

The Novak Lock & Security New York Guarantee

We stand behind every lock we install, every cylinder we rekey, and every emergency call we answer in New York. Since 2002, we’ve serviced over 60,000 locks, keys, and security systems across the five boroughs, and our rule hasn’t changed: the price we quote on the phone is the price on the invoice, period. Haven Standard Clause 1. If the work isn’t done right, we make it right. That’s not a slogan we put on a truck. It’s the actual agreement between us and the customer, and it’s been in force for more than two decades.

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What’s Covered

• Workmanship on every installation and repair. Our technicians are background-checked, uniformed, and trained to The Haven Standard across all ten Haven brands. If a deadbolt binds, a latch misaligns, or a smart lock fails to pair within the first 365 days, we return and fix it at no charge.
• Parts integrity from entry-grade to high-security. We install Kwikset, Schlage, Baldwin, Medeco, Mul-T-Lock, and Abloy with factory-authorized procedures. If a part we supplied fails due to defect or improper installation, we replace it and cover the labor.
• Job-site cleanup and condition. We leave the door, frame, and surrounding area as we found it. No metal shavings, no stripped screws left behind, no dust on the threshold. The photo record we provide at completion documents the state we left it in.
• On-time arrival for scheduled appointments. For commercial master-key projects, access control surveys, and planned installations, we provide a written scope and scheduled window. If we’re delayed beyond that window, we call ahead. For emergency lockout response in New York, we give an honest estimated arrival time based on traffic and distance, and we update you if conditions change.
• Honest pricing with zero doorstep revisions. Haven Standard Clause 1: the dispatcher quotes a firm price, and the technician is not permitted to change it on arrival. This applies to a single rekey in Astoria or a 50-door commercial rekey in Midtown. The written price you agree to before we start is the full price on the invoice.

Our Satisfaction Promise

If you’re not satisfied with our work, we want to know. Call us at (551) 214-0800 and tell us what happened. We’ll pull the documented photo record from your visit, review what was done, and send a technician to make it right. No argument, no runaround, no fee for the callback. The 365-Day Done Right Promise covers every lock installation, rekey, and emergency call we perform in New York. We’ve honored it since 2002, and we don’t keep a separate “exceptions” list. Daniel Novak, Owner, reviews every complaint personally. Most are resolved in a single return visit. If we damaged something (it happens rarely, but it happens), we fix it or we pay to fix it. If the lock we recommended doesn’t suit your needs, we discuss alternatives and credit toward a replacement. The goal isn’t to win a dispute. It’s to leave you with hardware that works and a relationship that lasts.

Licensed & Insured Backing

Licensing and insurance are the real guarantee behind our paperwork. We’re state-licensed and carry full insurance and bonding, which means if something goes wrong on your property, there’s coverage in place and a regulatory body that holds us accountable. In New York’s dense building environment, that matters. A botched lock installation on a pre-war door in the West Village can damage irreplaceable woodwork. A commercial access control mistake in a Financial District high-rise can affect hundreds of tenants. Our insurance and bonding protect you in those scenarios, and our licensing means we’ve met the state’s requirements for operating legally in New York. We don’t hide behind “independent contractor” status or push liability onto a technician. Novak Lock & Security New York is the entity on the invoice, the insurance certificate, and the license. That’s who you’re hiring. That’s who stands behind the work.

How We Document Every Job

Every visit produces three documents: a written price quote agreed to before work begins, a photo record of the completed job left with the customer, and a written scope when the project involves multiple doors or systems. For a standard residential rekey in Brooklyn, that means you get the quote by text or email, then the photo record showing the installed hardware. For a commercial master-key system in Queens, you get a written scope detailing each door’s keying level, a schedule of cylinders, and the photo record for each location. These documents aren’t upgrades or add-ons. They’re standard procedure, governed by The Haven Standard, and they’ve been part of our process since before “documentation” became a marketing buzzword.

Free Second Opinion on Any Written Estimate

Bring us a competitor’s written estimate for lock work in New York and we’ll review it at no charge. We’ll tell you if the hardware specified matches the security level claimed, if the labor hours seem reasonable for the scope, and whether the lock grades are appropriate for your door type and building code. We’ve seen estimates that specify Grade 2 residential deadbolts for commercial fire doors (wrong), estimates that omit the cost of pinning a master-key cylinder (incomplete), and estimates that quote high-security cylinders without noting the restricted keyway registration requirement (misleading). Our review doesn’t obligate you to hire us. It’s a service we provide because informed customers make better security decisions, and better security decisions mean fewer emergency calls later.

Factory-Authorized Work on Premium Brands

We maintain factory authorization for Medeco, Mul-T-Lock, Abloy, Baldwin, and Schlage. What that means practically: we have the pinning kits, key blanks, and technical bulletins to service these locks correctly, and we can register restricted keyways in your name so duplicates can’t be cut without your authorization. For a Manhattan co-op board considering Mul-T-Lock MT5+ for a 40-unit building, that authorization means we can key the entire system, register the keyway, and provide the documentation the board’s insurance carrier typically requires. For a homeowner in Park Slope with a vintage Baldwin mortise lock, it means we can source replacement parts and rekey without replacing the entire assembly. We also work with entry-grade Kwikset and Schlage for customers who need reliable security at a lower price point. The authorization doesn’t make us exclusive. It makes us competent across the full spectrum.

What “24/7” Actually Means Here

Calls are answered by a live person, not an automated queue or callback system. At 2 a.m. on a Sunday, when you’re locked out of your apartment in Washington Heights, a real person answers, confirms your location, quotes a firm price, and dispatches a technician. The price quoted is the price on the invoice. Haven Standard Clause 1 applies at every hour. We’ve maintained this since 2002, through hurricanes, blackouts, and the various emergencies New York throws at its residents. The person who answers has access to our dispatch system and can tell you the technician’s name, estimated arrival time, and the exact price you’ll pay. No “we’ll have someone call you back.” No “the technician will assess on site.” The assessment happens on the phone, the price is fixed, and the work is guaranteed.

Frequently Asked Questions