365-Day Done Right Promise - if it's not done right, we make it right

What Our Promise Actually Means

If something we installed, rekeyed, or repaired isn’t working right, we come back and fix it at no charge – no paperwork, no dispute process, no fee to get us back on the property.

Call (331) 310-8471

That’s the 365-Day Done Right Promise in plain language. You don’t need to have saved a receipt, logged into a portal, or remembered the name of the technician. You call (331) 310-8471, tell us what’s wrong, and we schedule a return visit. The burden of making it right sits entirely on us, not on you.

Daniel Novak built this company on one rule: the price you were quoted is the price on the invoice. The promise extends that same logic past the day of the job. If the work holds up, you’ll never think about us again. If it doesn’t, we show up and fix it. That’s the whole deal.

Why We Answer Fast, Everywhere

A single-truck operator is fast when he’s available and unreachable when he’s not. That’s not a criticism – it’s just the math of one person covering a city.

What a national network changes is the coverage layer underneath the local crew. Novak Lock & Security operates local technicians across 33 states, each one working stocked vehicles so the part that fits your lock is already on the truck. When you call (331) 310-8471 at 2 a.m., a live person answers – not a voicemail queue, not a callback window. They know which technician is closest, what’s on that vehicle, and what the job will cost before anyone moves.

Our response promise is specific: on an emergency, we aim to have a technician on your property within 4 hours. Most non-emergency repairs are booked same day or next. We say “aim” because honest dispatch doesn’t guarantee what weather and traffic won’t cooperate with – but we don’t pad the window to make ourselves look good, and we don’t quote a window and then leave you waiting past it without a call.

How We Make It Right

You Tell Us

Call (331) 310-8471 and describe what’s wrong. That’s the whole step. The person who answers has access to the documented photo record from your original visit, so you’re not starting the conversation from scratch. No claim number, no online form, no proof-of-purchase required.

We Come Back Out

We schedule a return visit at a time that works for you. The return trip carries no call-out charge and no diagnostic fee. If it’s covered under the 365-Day Done Right Promise, the visit is on us – full stop.

We Fix It

The returning technician reviews the original job record, identifies what failed or wasn’t right, and corrects it. If a part needs to be replaced, we replace it. If the installation was off, we reinstall it correctly. No scope creep, no upsell delivered at the door – that’s the “No surprises” clause of The Haven Standard, and it applies to return visits the same as first visits.

You Sign Off

When the work is done, you confirm it’s right. We document the return visit with the same photo record we produce on every job. You get a copy. That closes the record cleanly on our side and gives you something tangible on yours – not because we’re covering ourselves, but because a completed job should be provable.

What Stands Behind the Promise

The promise is only worth reading if there’s something real behind it. Here’s what that is, specifically.

Background-checked, uniformed technicians. Every person who shows up at your door has passed a background check and wears a Novak uniform. The technician’s name is given when the job is booked. That’s not a nicety – in a trade where a stranger is handling your home’s entry points, it’s the baseline.

Written price before anything starts. This rule has been in place since 2002 and has no exceptions. The dispatcher quotes a firm price on the phone. The technician is not permitted to change it on the doorstep. If the scope changes after we open the lock – and sometimes it does, because locks hide what they’re doing – we stop, explain what we found, quote the new price in writing, and wait for your approval before we continue. You can say no at any point.

The documentation system. Every visit produces a photo record of what we found and what we did. That record lives with you and with us. It’s what makes a return visit under the 365-Day Done Right Promise a straightforward conversation instead of a disputed one.

The parts we work with. We’re factory-authorized to work on Medeco, Mul-T-Lock, Abloy, Baldwin, and Schlage. Entry-grade hardware through high-security cylinders – the full range, priced in writing before anyone turns a cylinder.

All of this runs under The Haven Standard, the quality and documentation framework shared across all ten Haven brands. The Haven family co-signs this promise alongside Novak Lock & Security. When Daniel Novak’s name goes on the invoice, The Haven Standard is what it’s backed by.

Ask Us to Prove It

Call (331) 310-8471 – a live person answers around the clock – or book online. Either way, you’ll have a written price before anyone starts and a documented record when we leave. The full terms of the 365-Day Done Right Promise are on our terms page. Read them before you call if you like. We wrote them to be read.

Written by Daniel Novak, Owner at Novak Lock & Security, serving customers nationwide since 2002.