Wish I could rate this a 0/5. Literally could not recommend this place LESS. Would like to start out by saying that the associate Chad who physically came out to help us, was very kind and helpful. Our car was stranded in a fast food restaurant parking lot overnight after the key broke off the fob in the ignition and we were unable to reprogram a new fob. Called Paul's Lock & Key Shop for advice/availability as my sick grandfather was stuck at the hotel without his medications and needed to return home as soon as possible. Owner Jim answered the phone and immediately began to speak with hostility towards us, saying "are you going to shut up so I can talk?" and "I'm trying to do you a favor and if you don't stop talking I'm not helping you" as my mom was trying to relay information from him to me so I could follow his instruction. He also cussed at us, saying "well maybe I should fucking talk to her then!" When my mom was explaining the situation to him. It made an already incredibly stressful day 1000x worse, and I never expected this kind of customer service in Rochester. Especially where 90% of visitors are likely having the worst day of their life and could be met with a small amount of kindness. You never know what someone is going through. Will not be using services again and certainly will not be recommending to others/will be warning those looking for appropriate service to look elsewhere. Very disappointing. read more

Sales person was beyond unprofessional and arrogant, yelled at customer. Showed up wreaking of cigarette smoke. Never do business with these people. Owner didn't care and made zero effort to make it right. read more

Had a key fab done there in the past on an infinity that I would never buy again. Quick service reasonable pricing. Please put shop hours on your web site not that your just open 24 hrs read more

Scammed us out of $220. We gave him our only car fob to make a second one and he gave us a new one but the original one broken!! Refused a refund or making us a new one!! The main guy got really angry with my girlfriend and even cussed her out. He admitted to accidentally deprogramming it but refused to fix his mistake. read more

Don't bother wasting your time, these dudes are total A holes , i got locked out of my car while at work and all the customer service dip sh*t that picked up did was give me an attitude , scream at me and tell me to go find someone else all because he was frustrated with the address while I was trying to calmly talk to him. They're just going to be passive aggressive and make you feel like an idiot read more

I needed a second fob for my car. I went to them with my original key which the guy accidentally deprogrammed and could not program it back. I wasn't told beforehand there's a risk of my original key not being programmed back. When me and my girlfriend tried to talk to him about it, he cussed and screamed at us. He was a white, heavy set man with glasses and beard. (Me and my girlfriend are both 5'1 ). He kicked us out of his shop while shouting for no reason. I ended up losing $220 and the same number of fobs. Do not come here, you WILL lose money and have to deal with terrible customer service read more

These guys are great. Always courteous and timely. Would only recommend them for any lock and key situation. :)

I had 4 door locks that needed to be rekeyed and one deadbolt to be installed. Dan came out and walked me through the best options for taking care of my home's needs. I made the appointment and Dan was at my house the next day. read more

I was locked out of my apartment and car, so I called Paul's lock and key shop because they were closest to me. The man who came tried for about 10 minutes and gave up, saying that the lock was too tricky and that I was just going to have to spend money on a new door. He said he could unlock my car but I wanted to get into my apartment because I had a spare key for my apartment and my car inside. He then preceded to get mad at me because if I called him back to unlock my car he would charge me more and gave me an ultimatum. I called a competitor in the area and they reassured me they would do whatever they could to get me into my apartment and the gentleman they sent was even late to an event just because he wanted to get the apartment unlocked for me. If you're going to call a locksmith, go with literally any other locksmith besides Paul's Lock and Key Shop. read more

Paul's Lock & Key is the best in Rochester! Travis is always there when we need something done. My company use to use Bowman's but they are trash. So we switched over to Paul's and had nothing but amazing service and business from them! They are always there when you need them and will continue to use them for time to come! Keep up the amazing work! read more

Some of the negative reviews had me a little nervous about giving Paul's Lock & Key Shop my business - I'm so glad I did! I've been having problems with my vehicle and thought at least part of the issue might be that my fob might need a new battery. Keith waited on me. He pretty quickly determined that the fob battery was not the issue - it's a larger problem with my car - but even after determining that it wasn't a problem he could address by selling me a battery, he made a few phone calls and figured out how to get my car to behave itself long enough for me to get to work and call the dealership. He spent easily a half-hour with me and refused to let me pay him for his time. He was friendly and pleasant and helpful far beyond what I had any reason to expect. Paul's will get all of my lock & key business from now on! read more

Had Paul's come out to make a new key for our car today. Was told on the phone to have the title handy for the technician. Ok. Had title in my hand. Technician would not make new key due to title being in my WIFE'S NAME and she was at a doctors appointment getting an ultrasound. I say thanks for nothing. I don't have a car to drive for another day. No one told us that my wife had to be present in order to perform the service. Technician says"I'm sorry you're irate." And "you'll have to call and reschedule." Proceeds to drive away. I have worked in retail management for over 10 years. This is not how you treat customers. Never doing business with Paul's lock and key again. read more

This is the only place I will go to get keys made. I needed a key for a 70 year old door and they were the only ones who could do it. I was impressed. read more

Do not waste your time with this business. They have ZERO customer service skills and were very rude and made me feel like I was an idiot for what I was asking. They acted like I was making a request that was foreign to them. I went there to program a key fob which, when I called previously, they said they could do. They acted like it was a huge inconvenience. I wish I wouldn't have wasted my time going there, and I am writing this review to hopefully save someone else the time. No one should go into a business and be treated that way. Very disappointing. read more

We had an emergency on Christmas Eve, and Keith was very quick to help us out. He saved us from a lot of anxiety and problems. I highly recommend this establishment. Great service, reasonable prices, and excellent customer service. read more

(Thought we) needed a replacement chip key for a 2013 Toyota. Other shops in town said they could but when we showed up they didn't have the equipment for this model. Local Toyota Dealer was going to charge well over $100 or so and told us it would take an hour. Paul's did it for $70 and 15 minutes. read more

Locked my keys in my car at a gas station, while it happened to be -4 degrees out! I was in a horrible rush, and despite telling me it could be up to an hour wait, someone was at my car in 10-15 minutes (during a Vikings playoff game no less). I had great service and was in my car within 20 minutes of calling. Very appreciative. read more

I generally like to support family owned businesses. I brought a key in this morning and asked if I could get it copied. The owner said "yes". I said "I might get two of them from you". He said "I don't know what that means "might". Do you want two made or not?". I said "you know what I mean". He said "I don't know what you mean. Do you want two or not?". Clearly he has anger issues. At that point I asked for the key back. He shouted "Idiot! Don't ever come back to this store again". As if that is a likely scenario after that sad interaction. I don't know what is going on his life but be prepared for rudeness if you shop here! Otherwise Ace hardware is cheaper and friendlier. read more

Extremely rude and vulgar. The man at the counter was amazed by Apple Pay but I was told to F**k myself and take my business elsewhere by a voice from the back room. I was courteous and friendly throughout but left scratching my head. I have no idea how they can stay in business with this behavior read more

Absolutely awful service. The man who assisted me was a jerk and treated me like a second class citizen. I would recommend any other service in Rochester. This place is a joke. read more

Came home Friday evening from working out-of-town to find that my home had been burglarized and the thieves had gotten all of my spare keys! Phoned Paul's in desperation after business hours, felt lucky that the phone was answered. Felt even luckier that they were willing to come to my house right away; spent 3 hours rekeying locks and installing dead bolts on all my doors. Even helped me drive some very large nails to secure the broken wooden garage service door where the buggers got in! I can't say Thank You enough, so very grateful for this help. read more

Very knowledgeable and skilled techs, and their prices are very reasonable. I have an auto repair business and use Paul's to rekey and reprogram automobile locks. Very dependable!! read more

I (thought I) locked my keys in my trunk. I called Paul's in the middle of a Sunday and the man who came to my rescue was so nice and so friendly and very helpful. He was patient while I struggled to look for my keys (which ended up being in the house...don't wanna talk about it) and made a stressful situation quite pleasant. I greatly appreciated his genuine kindness. And, he even told me how I could try to get reimbursed through my insurance. Five star service for sure! read more

If I could give no stars I would! Worst customer service I have ever dealt with in my life and he actually kinda hurt my feelings because I was in such shock someone , let alone a business/owner, would act that way. I went in asking if we had an account. The old, rude , silver-haired guy behind the counter said nope never heard of you. I said, could you check please because my system says we have an account. He had the lady check after I asked twice and she said yes we do. I said perfect. He said "what do you want and how many keys? "I said I will need 2 copies pls for the residents lbs and these are mastered locks. He said you don't seem to understand my questions. I said what are you talking about? He said so you need a master also then. I said no- my master works for them. I just need two sets I can give the resident. I had to say Please don't talk to me like I am stupid, I understand. He said I need a master. I said I know- I just need to get the key out of my purse sir and then 2 copies made for each lock pls. He said ok we can solve it really fast- and tore up my work order slip and told me to get out as he screamed at me and called me stupid. Mind you I have my 5 yo daughter with me. (I'm sorry I don't know the proper terminology " used keys". I'm not the pro, and neither are you apparently Paul's! )So I told him he is a miserable fat bastard who is an asshole and that he doesn't deserve anyone's business and that I can see why I hear people don't wanna do business with him. He laughed and said- get out stupid(that makes being called stupid twice in 3 minutes) So , I will be filing a BBB complaint for calling me stupid and screaming at me kind sir! read more