Complaints

• Initial Complaint

  02/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Recently, on January 29, 2024, I contacted Diamondback Lock and Key to program an additional key to my 2020 ****** Highlander Hybrid. We had one working key that I had taken with me on a business trip and my wife needed an extra key programmed. As this is a new car, we had no previous history of any electronic or ignition-related issues prior to Diamondback Lock and Key attempting to program a new key. After providing my vehicle information over the phone, an associate named **** was dispatched to our home on Monday, January 29, to program a new key. After several unsuccessful attempts to program the key, she said she was unable to program the key and instructed us to take the car to the dealership. By this time, the car battery had died. I mailed our existing key overnight and towed the vehicle to the dealership. Upon inspection, the dealer told us they were having an issue with the key not registering in the vehicle ECU. The vehicle was not going into "READY" status when commanded to start. It appears **** caused an issue with the immobiliser on the vehicle when she was attempting to program a new key. After several unsuccessful attempts to contact the Diamondback Lock and Key business owner or manager by phone or get a call back, I was told by a representative to email *********************************** I emailed them on February 5, 2024, explaining the above situation and did not receive a reply. Over the last two weeks, ************************* has been working closely with ****** engineers to diagnose and repair the vehicle. On February 21, 2024, they provided me with an update:The smart key system has 3 separate ECUS that allows the system to function. When the lock ***** attempted to program the new key to the vehicle it not only locked out the smart key ECU and the certification ECU, it also locked out the immobilizer ECU.I have attached the estimate for the repairs. The total cost is $7,506.54. I am seeking reimbursement for the repairs.

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