complaint letter reply (replacement of lock) We refer to your email yesterday and have some confusion on it. As a property manager, we are responsible for repairing / replacement of common facility but not for private facility. As a general practice, we will assist unit owner when he has difficulty to open his main entrance door and provide contact information of locksmith in case the lock is broken. For duplicating key, we already posted your contact information of locksmith at our concierge. We are welcome to have a quotation for the replacement of lock and will send to unit owner in case he needs and will remind him the price will vary according to time and stock.