The Promise, in One Paragraph
Every job Blackthorn Locksmith & Security performs is covered by The Cedarwell Care Promise and our 365-Day Done Right Promise. If our workmanship or the parts we supplied don’t hold up within 365 days of your service date, we come back, we make it right, and we don’t charge you for the return visit. No forms to file, no receipts to dig out, no negotiating. Shane Delaney and the Blackthorn team stand behind the work with a plain, written commitment on every job.
What’s Covered
- Our workmanship, on every job we performed. If a lock we installed sticks, a cylinder we rekeyed turns wrong, or an access control device we configured stops responding the way it should, that’s on us to fix.
- Parts we supplied and installed. Hardware sourced and installed by our technicians – Schlage, Kwikset, Yale, Baldwin, Medeco, Mul-T-Lock, Sargent, or Abloy – is covered for 365 days from the service date.
- A no-charge return visit. If something covered under this promise needs attention, we schedule the return at no cost to you. There is no call-out fee for a covered visit.
- A full redo when a repair doesn’t hold. If a fix we made fails and it wasn’t caused by something outside our work, we don’t just patch it again – we go back to the root of it.
- Clean-up, again. A return visit under this promise gets the same care as the original job: shoe covers, drop cloths, and a photo of the clean-up before we leave.
- The written price, before any return work starts. Even on a warranty visit, if materials are needed beyond the covered scope, you’ll see a written price before we proceed. No surprises, same as day one.
What Isn’t Covered
These exclusions are ones most homeowners would call fair. And even when something falls outside the promise, we’ll still come take a look and tell you honestly what we’re seeing.
- Damage from events after our visit. A storm, a break-in attempt, a door frame that shifted after a hard freeze – these aren’t failures of our work, and we can’t cover them. We can, however, come assess and give you a written price to address them.
- Work performed by someone else. If another person or company worked on the same lock or device after we did, we can’t stand behind what we didn’t control. We’ll still come look and give you an honest read.
- Parts the customer supplied. Hardware or components you sourced and asked us to install aren’t covered under this promise. We can’t vouch for parts we didn’t select and vet.
- Normal wear on equipment we didn’t install. Locks, handles, and mechanical components age on their own timeline. If the piece in question was already in place when we arrived and we weren’t asked to service it, its condition over time isn’t our warranty to carry.
- Problems you declined to have fixed when we flagged them. Sometimes our technician spots a second issue and lets you know. If you chose to hold off on that item, and it develops into a bigger problem later, the promise doesn’t extend to it. We write the concern in your job record so there’s no dispute about what was said.
- Cosmetic wear unrelated to the function we worked on. Scratches, finish fading, or surface marks that don’t affect how a lock operates are outside the scope of a workmanship promise.
How to Use the Promise
Step 1: Call (818) 390-9007 or book online
A live person answers every call, around the clock, every day of the year. Tell them you’re calling about a previous job – no hold music, no voicemail, no callback queue.
Step 2: Tell us the job and roughly when it was done
We keep every job on file, so you don’t need to hunt for an invoice or a receipt. A general description of the work and an approximate date is enough to pull up your record.
Step 3: We schedule the return visit
We find a time that works for your household – and if you’ve got kids napping or a dog that needs a heads-up before a stranger walks in, just mention it. We account for that kind of thing.
Step 4: We make it right
Our technician arrives in uniform, with the tools and parts needed based on what you described. There’s no fee for the visit, no form to sign before we’ll start, and no guessing about whether the promise applies – if it’s our work within 365 days, we’re there to fix it.
Timing
The 365-day window runs from the date of your original service. If you reach us and the date is close to the edge – say, 370 days out – we’re not going to split hairs over a week. We’ll come look. That’s a reasonable way to operate, and it’s how Shane has run things since Blackthorn started.
Each Blackthorn location is independently owned and operated, but every location carries this same promise. It’s part of what it means to work under The Cedarwell Care Promise. The location that did your job is the one that makes it right.
Questions About the Promise
If you’re not sure whether something is covered, or you just want to talk through what happened, call (818) 390-9007. A live person will pick up, listen to what’s going on, and give you a straight answer. No scripts, no runaround – just the information you need to decide what to do next.
Written by Shane Delaney, Owner & Lead Technician at Blackthorn Locksmith & Security. Locks and access control, handled with care.