Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/25/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a total of 5 Lishi tools totaling ****** on February 19th 2025 and received the items on February 22nd. Upon inspection one of the lishi tools (TOY43, $35.64 ) was defective. The device has 2 arms that pick the pins on a lock and one of the arms was bent making the tool unusable. I immediately submitted a request to have the tool replaced and was told by **** ******* from the Customer Success Team that the item is non-returnable. I can not understand why a company will not stand by the product they sale, when they ship an item that is broken.

• Initial Complaint

  Date:02/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I place a order 8/05/24 it might not be the exact date but it was in that month I spoke with the sales *** I was instructed I would receive tracking when shipped and I would have to sign for the item so he sent tracking on the day it was suppose to be delivered I was not home but nothing was delivered cause it was suppose to be sign for so I had time payment on three way phone call with one of the sellers and I asked was I suppose to sign for the item she stated yes I ask why it didn't happen like that she stated the item was rushed I asked who rushed item she could not answer and I kept contacting them and timepayment locksmith keyless tells me there's nothing they can do for me I stayed in contact with time payment the whole time they differed two of my payments and right now 2/13/25 I still don't have the item and locksmith still haven't settle with me they state there's nothing they can do for me

  Business Response

  Date: 02/14/2025

  The customer placed his order on August 1, 2024, and it was successfully delivered on August 8, 2024. However, the customer has reported that he did not receive his package. To clarify this situation, we have reviewed our delivery records and found compelling evidence, including a photograph of the package at the delivery location. We reached out to the customer to confirm that the image in question was indeed taken at his residence, and he acknowledged that it was. Given that our tracking system shows that the package was marked as delivered to his address and he has confirmed that the location in the photo is his home, we must adhere to our delivery policy. As such, we are unable to take further action regarding this matter. We understand that this may be frustrating, and we encourage the customer to check with neighbors or other household members who may have received the package on his behalf.
  

  Customer Answer

  Date: 02/14/2025

   
  Complaint: 22938444
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ***** I never said that was my resident the picture is of a box on my porch have them send the picture to BBB to show there is no door number and I was instructed I had to sign for it I never did and who leave a ***** package on a porch that it was suppose to be signed for I repeat I NEVER SAID THAT IT WAS MY RESIDENT SHOW THE PICTURE YOU GOT OF THE PACKAGE ON A PORCH I STATED THAT I COULDNT SEE THE DOOR NUMBER THEY ARE NOT TELLING THE ***** WE ASKED ***** WAS I SUPPOSE TO SIGN FOR THE PACKEAGE SHE STATED YES I NEVER RECEIVED IT CAUSE PROOF IS I NEVER SIGNED FOR THE PACKAGE AT ALL SO WERE IS MY SIGNATURE THAT I SIGNED FOR IT

  Customer Answer

  Date: 02/14/2025

  Now how can you tell if this is my porch I never said it was since you say that then you should be able to tell them that you stated I had to sign for the item all this happen from what the seller said if I had of sign instead dropoff I would of gotten it how you can say what's going to happen and do another bad business cause I wasn't home and I didn't get it LIKE I SAID IT WAS TO BE SIGNED FOR AND IT WASNT CHECK YOUR RECORDS

  Business Response

  Date: 02/26/2025

  Because there is proof of delivery, which indicates that your package has been successfully delivered to the address provided at the time of purchase, it is now out of our control as per our shipping policy. Our policy clearly states that once a package is marked as delivered by the carrier, we are unable to initiate any further action regarding the order. For more details, please refer to our shipping policy [************************************************************] If you have any concerns or require assistance, please feel free to reach out, and we will do our best to help you.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22938444
  
  I am rejecting this response because:like I said none of this wouldn't of happen when I was told I need to be home to sign for the package I REPEAT I WAS TOLD I HAD TO SIGN FOR THE PACKAGE it was never suppose to be dropped off ********* STATED I HAD TO SIGN FOR IT THATS WHY WERE ARE HERE NOW it was to be signed for you have proof it was dropped on a porch that doesn't show much it was STATED IT WAS SUPPOSE TO BE SIGNED FOR AND THAT IS WHAT IT SUPPOSE TO BE MR. ****** SAID IT SND ********* SAID IT TO SHE STATED TO ME WITH A WITNESS OF TIMEPAYMENT THE PACKAGE GOT RUSHED I ASKED BY WHO WASNT ME JUST ADMIT THAT YOU WRONG AND YOU TOLD ME WHAT I JAD TO DO AND YOU CHANGE THE PLAN WITHOUT ME KNOWING IT HOW CAN YOU SAY I TOOK POSSESSION OF SOMETHING WITHOUT A SIGNATURE 
  
  Sincerely,
  
  ******* *****

  Customer Answer

  Date: 03/08/2025

  Did you say I had to sign for the package do you ship packages out with no signature I was told I had to sign for it you have no proof cause You stayed I had to sign for it and I didn't you didn't say it would be dropped off I was to sign you didn't even tell them to get me to sign you told them to drop it off and I didn't say that was my porch it clearly wasn't cause I didn't even get the item at all

  Customer Answer

  Date: 04/07/2025

  I still not getting the answer to the question I asked I asked did they tell me I had to sign for the package why tell me that this is the whole problem

  Customer Answer

  Date: 04/07/2025

  And another thing I was told I had to sign for it so what the sales *** did was he kept it off the books were I didn't sign for it so the sales *** got the money cause if I signed for it and it will show the company made a sale Mr ****** and ***** was working together on this deal 

• Initial Complaint

  Date:01/28/2025

  Type:Product Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 18, We ordered a lock from you (order#******).Nov 22, We received it on Nov 22. December 5, We scheduled a locksmith to install it.December 13, the customer report the privacy function doesn't work properply. We called manufacturer for troubleshooting. Manufacturer confirm that we need to contact the vendor for the replacement of RMA.December 16, We talked to **** from customer service. He advised us to place another order to get a new lock. When we received the new one to replace the old one. We can return the old defective one for refund.December 30, We received a new lock, and emailed to ********* for the return label The seller rejected for the return or asked for restock fee for defective items caused by the seller, because **** left the company.

  Business Response

  Date: 02/14/2025

  Hello 

   

  We sincerely apologize for any inconvenience this situation may have caused you, as well as for the delay in resolving the issue at hand. We understand how important it is for you to have this matter taken care of promptly. To expedite the resolution, we will be contacting the vendor shortly to discuss the necessary steps for providing you with a return label. Once we have the information from the vendor, we will ensure that you receive an email with all the updated details regarding your return process. Thank you for your patience and understanding during this time.

  Customer Answer

  Date: 02/26/2025

   
  Complaint: 22868811
  
  I am rejecting this response because:

  It has been an issue since December. I don't trust this seller any more.

  In addtion, we contacted the manufacturer.  They confirmed that "Locksmith Keyless" is not the official distributor for them. they don't know where they purchased the lock.

  
  Sincerely,
  
  ****** Ma

• Initial Complaint

  Date:11/18/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 1, 2024 I ordered a battery for my Xhorse Condor Mini Plus 2 (Key Cutting Machine). Due to Hurricane ****** on October 9, 2024 and the subsequent damage to my home I didnt get a chance to install the battery until November 4, 2024. It turned out the battery they sent me was defective and didnt work. I contacted them on November 5, via email to get a replacement. They responded to my email on ******** 6 asking for a video. I immediately sent them a video and they responded saying someone from tech support would contact me. A week went by and I didnt hear from anyone so I emailed them again and received no response. I sent 2 additional emails both with no repsonse. I then called them and they either dont answer the phone at all or when someone does answer the phone they put you on hold and never come back on the phone (this happened twice) ************ has no problem taking your money but when it comes to customer service or warranty issues they are THE WORST! ************ is super shady and will never get another dime from me. I want my money back for them sending me a defective product.

  Business Response

  Date: 11/20/2024

  Mr. ****** placed his order on October 1st, and we were pleased to deliver it promptly on October 2nd. After receiving his order, Mr. ****** reached out to us for assistance regarding a concern with the item. However, it is important to note that his inquiry came outside of our standard 30-day return policy. Despite this, we are committed to providing excellent customer service and thus chose to assist him to the best of our ability.
  
  Upon reviewing his case, Mr. ****** provided us with a video showcasing the issue he was experiencing with the item. Unfortunately, we encountered a technical issue and were unable to access the video as we did not have the necessary permissions to view it. This presented a challenge in our ability to fully understand and address his concerns. Additionally, Mr. ****** mentioned that his property had sustained damage due to a hurricane, which raised further questions for us regarding the condition of the item in question. Given the circumstances surrounding the hurricane, we had to consider the possibility that the item could have been affected by the same conditions.
  
  Regrettably, when Mr. ****** did not receive the answers he was seeking, his frustration grew, and he became disrespectful towards our employees at Locksmith Keyless. We strive to maintain a professional and respectful dialogue with all of our customers, and we are always here to help resolve any issues they may encounter. We appreciate your understanding as we navigate these challenging situations together.

  Customer Answer

  Date: 11/21/2024

   
  Complaint: 22573877
  
  I am rejecting this response because:

  On November 6th, you informed me that a technician would contact me to provide assistance. However, after waiting for over a week without any communication, I decided to reach out myself. On November 11, the representative I spoke with indicated that they were verifying the availability of a replacement battery for my account and assured me that I would receive a call by the following day, November 12. Unfortunately, a week passed without any updates, prompting me to call again. During this call, I was placed on hold for an extended period of 56 minutes, only to have the call abruptly disconnected when someone came back on the line; they hung up on me. Despite my attempts to reconnect over the next five days, I was unable to reach anyone.
  
  Your response to this situation is deeply flawed. If you had no intention of addressing the issue with a defective product for a loyal customer, it would have been more appropriate to communicate that upfront. Instead, I was misled and ignored. Furthermore, the damage caused by a tree falling on my second-story roof during the hurricane is unrelated to the defective battery located in my office on the first floor. I have attached a screenshot of your email confirming your ability to view the video evidence. It is evident that your attempts to evade responsibility are unbounded. I have already made my decision regarding future purchases and have dissuaded nine others from engaging with your company. I will continue to share my experience to prevent others from falling victim to your dishonest practices (your reviews speak for themselves, im not the first and certainly not the last) and I wanted to inform the Better Business Bureau of your lack of integrity.

  
  Sincerely,
  
  ****** *************

  Business Response

  Date: 12/09/2024

  As sent to on November 21st:
  
  ******,
  
  I appreciate that you took even more of your time to lay out your experience in such detail. I can completely understand your frustration, and if I were in your position, I would likely feel the same way. Its clear that we fell short in handling this situation properly, and I respect your decision to take your business elsewhere.
  
  I want to assure you that Im not reaching out to try and win back your business. My goal here is to make sure I have a full understanding of what happened so I can review this case with my team and address the mistakes on our end. I recently joined the team to focus on improving both our sales and customer service processes, and hearing stories like yours is critical to identifying the areas where we need to do better.
  
  If youd like to share anything further or discuss this more, Im (we are) happy to listen.
  
  *****

  Customer Answer

  Date: 12/09/2024

   
  Complaint: 22573877
  
  I am rejecting this response because:

  I don't want this complaint closed with a satisfactory ending/resolution. Too many people have been a victim of unacceptable business practices by Locksmith Keyless. Words are just words. The true change will reflect in your reviews in the coming months/years; If you're truly sincere it will reflect that.

  And one more thing, rather than tell as customer he is lying about a defective product and blaming it on his unimaginable devastation brought on by hurricane ******, try showing some sympathy toward their situation. It was quite disgusting to add insult to injury. 
  
  Sincerely,
  
  ****** *************

  Business Response

  Date: 12/17/2024

  ******,
  
  
  
  I appreciate that you took even more of your time to lay out your experience in such detail. I can completely understand your frustration, and if I were in your position, I would likely feel the same way. Its clear that we fell short in handling this situation properly, and I respect your decision to take your business elsewhere.
  
  
  
  I want to assure you that Im not reaching out to try and win back your business. My goal here is to make sure I have a full understanding of what happened so I can review this case with my team and address the mistakes on our end. I recently joined the team to focus on improving both our sales and customer service processes, and hearing stories like yours is critical to identifying the areas where we need to do better.
  
  
  
  If youd like to share anything further or discuss this more, Im happy to listen.
  
  
  
  *****

  Customer Answer

  Date: 12/17/2024

  I would like to raise a concern. The situation remains unresolved, as Locksmith Keyless has been consistently disappointing customers, as reflected in their ****** reviews. The only potential solution lies in a change in their business practices and customer treatment, which will only be evident over time. How can we close this complaint without indicating that it was satisfactorily addressed, given that it was not? It is essential for people to remain cautious regarding this company, at least for the foreseeable future.

  Customer Answer

  Date: 12/19/2024

  I would like to raise a concern. The situation remains unresolved, as Locksmith Keyless has been consistently disappointing customers, as reflected in their ****** reviews. The only potential solution lies in a change in their business practices and customer treatment, which will only be evident over time. How can we close this complaint without indicating that it was satisfactorily addressed, given that it was not? It is essential for people to remain cautious regarding this company, at least for the foreseeable future.

  
  

• Initial Complaint

  Date:11/11/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a key fob with a specific *** number on 11/5/2024. Locksmith Keyless did not send me this fob, they sent me one with a different *** number. Their website clearly states to verify the *** number before ordering (which I did), however they shipped me the wrong item. This was a seller error. What I wanted matched my order receipt. What I received did not match my order receipt. When I asked for a refund, they said I'd have to pay return shipping, and would not be refunding my original shipping charges, and would have a 30% restocking fee. This "return policy" should not apply to my order since it was seller error. I never received what I ordered. I asked for a refund of my original item that was never sent & shipping paid, and offered to return the item if they provided a prepaid return label, but they refused.

  Business Response

  Date: 11/12/2024

  The customer ordered an aftermarket key that consists of several different components. According to the information provided on the label, the customer selected the correct key for their vehicle model. However, the customer expressed a desire to return the key before confirming whether the key fob is compatible with her vehicle. It is important to note that our policy advises customers to seek professional assistance for programming the key to ensure proper functionality. Unfortunately, Ms. ***** did not take this step prior to her request for a return. This policy is in place to protect both the customer and our company by ensuring that all keys are programmed correctly and that customers are fully informed about compatibility issues before making a return.

  Customer Answer

  Date: 11/12/2024

   
  Complaint: 22543225
  
  I am rejecting this response because:
  

  I ordered a fob with a specific *** ID:  ***************. Locksmith Keyless erroneously sent me a fob with a DIFFERENT *** ID **********. They didn't send what I ordered, it's a simple as that.
  
  Their website clearly states, and I quote to "confirm *** ID to ensure proper fitment". I did that. I ordered what my vehicle requires, and they did not send me what I had already confirmed prior to ordering. I have in writing that this is what I ordered from Locksmith Keyless order confirmation.
  
  I did test the fob in my vehicle's onboard programming feature, and "no key was detected" since the *** ID was different than my vehicle requires, and different from the 2 admin keys that I already possess that it must match.  It is common knowledge that ANY locksmith will confirm to be true, and that Locksmith Keyless should already know. 
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/13/2024

  As mentioned before, this is an aftermarket key that was purchased specifically for Ms. ******* vehicle. Aftermarket keys are designed to be compatible with a variety of vehicles, but they often require proper programming to ensure full functionality. To determine if the key works correctly, Ms. ***** was advised to contact a professional locksmith or her local dealership. These experts have the necessary tools and expertise to program the key to her vehicle's specifications. Unfortunately, it appears that she has not yet taken this step, which is crucial for the key to operate effectively.

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22543225
  
  I am rejecting this response because:
  

  The accusation that I have not contacted experts to program my key is simply not true. I have contacted a professional licensed locksmith as well as a certified **** dealer. They both confirmed that this key will not work for my vehicle due to a mismatch in *** IDs. It even says on the Locksmith Keyless website to confirm the *** ID before placing the order, so it appears as though they are aware that a mismatch in *** IDs will make reprogramming impossible.
  
  The bottom line is that the product I received was not as advertised, is not what I ordered, and it will not work for its intended use. Despite this, Locksmith keyless has refused to offer a full refund.
  

  Sincerely,
  

  
  ***** ******

• Initial Complaint

  Date:11/04/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  8/7/24 order date order total was $1253.40 I have attempted to contact this buisness over 20+ times over my 17 missing units of ***-** - Mortise Remodeler Plate # **** - 630 - Silver ( RP-*****-630)Fulfilled 7 Aug 15:18 ***** #************ They always say they'll look into it and call back which they never do I've talked with *****, ****** in customer service as well as Jonatan the manager at the time as well as ****** the acting manger. All have been no help in resloving my issue. And say all items were sent and I did not receive them. They made a ***** claim which they said was declined. ***** C-163589428 this claim number I am owed $213.35 total for my 17 missing units ************ has no accountably for their mistakes and take no effort to correct them. If I do not constantly call them you will not get a response back.Please help.

  Business Response

  Date: 11/05/2024

  The customer called stating that their order was missing 17 items. This situation is concerning, and I want to assure you that we take such matters seriously. Our shipping department has a strict protocol in place; specifically, if even one item is not scanned before packing, we are unable to proceed with processing the order. This ensures that all items are accounted for before they leave our facility.
  
  During the call, I asked the customer if they noticed any damage to the package upon delivery. If there had been any visible damage, we could have initiated a ***** claim to investigate further. Unfortunately, the claim we submitted was denied by *****, which means they did not find evidence to support the claim for lost items.
  
  To address the customer's concerns comprehensively, I reviewed our surveillance footage and shipping logs. The review confirmed that the 17 missing items were indeed packed and shipped as part of the order. Additionally, our records indicate that the items were delivered successfully to the customer's specified address. This ensures that we have adhered to our shipping and packing procedures accurately. We understand how important these items are to you, and we are here to help resolve this situation in any way we can.

  Customer Answer

  Date: 11/05/2024

   
  Complaint: 22510435
  
  I am rejecting this response because:

  The items were not inside box and the constant lies are old. They are pathetic at returning calls and providing the help that is needed. It took over 2 months to reach no resolution. They did not put the items in and out of the 30 I ordered 13 units were in a box inside a box I would love to see how they count these units as being prepared. The lies must stop and accountability must be taken. I will not be taken advantage and I will pursue this until they actually handle the situation. Instead of the constant run around. 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 11/06/2024

  We completely empathize with your concerns, and we want to clarify that once the items are shipped and marked as delivered by the carrier, we unfortunately lose the ability to track or manage the package further. We suggest checking with neighbors or other household members to see if someone else might have received the package. Additionally, reaching out to your local postal service or carrier could provide you with more details regarding the delivery status. Thank you for your understanding, and please feel free to reach out with any other questions you may have.

  Customer Answer

  Date: 11/07/2024

   
  Complaint: 22510435
  
  I am rejecting this response because:

  And again still rejecting accountability my neighbors did not receive my packages as the closest are over 200+yards away. The items werent shipped and at this point I feel like Im arguing with a child that wont tell the truth. Why would I contact the shipping service when yall are the ones who messed up and made a ***** claim that was rejected. This is completely ridiculous this is the most unprofessional company *** ever dealt with
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a smart key for my *** and before purchasing it I checked with the company that it would work for my ***. I received the smart key fob and it doesn't work for my car. I've tried reaching out to the company and at first they were responding now they have stopped. I want a refund and my money returned due to the customer service agent providing me with incorrect information just to make a sale. Now they are trying to charge me to ship the item back a restocking fee and a return fee. That's ridiculous. They are just trying to rip me off as a consumer. Not to mention it's a used key fob.

  Business Response

  Date: 11/05/2024

  We have been in communication with the customer since October 24th regarding her order. It is important to note that the customer placed her order through our online platform rather than with a sales agent. During the online ordering process, customers have the option to enter their vehicle information, which allows them to accurately determine the most suitable ******* for their needs. This feature is designed to enhance the shopping experience by providing tailored recommendations based on specific vehicle details.
  
  Additionally, our return policy, which can be found at ************************************************************, clearly outlines the procedures and expectations for customers who wish to return items. We strive to make this process as transparent as possible. In this instance, we have offered to reduce the standard restocking fee from 25% to 15% as a gesture of goodwill. However, we have not received any further communication from the customer since this offer was made. Furthermore, it is worth mentioning that the item in question has not yet been returned to us.

  Customer Answer

  Date: 11/05/2024

  I did speak with a sales agent before placing the order. So that's not true. The sales agent told me it was compatible with my vehicle. I shouldn't have to pay a restocking fee due to sales agent providing with in correct information. Not to mention the fob is used. I will be sending there used fob back on Saturday and I want a full refund. This company is trying to rip me off and not take ownership of me talking to a sales agent. 

  Customer Answer

  Date: 11/05/2024

  Date Sent: 11/5/2024 2:36:31 PM
  I did speak with a sales agent before placing the order. So that's not true. The sales agent told me it was compatible with my vehicle. I shouldn't have to pay a restocking fee due to sales agent providing with in correct information. Not to mention the fob is used. I will be sending there used fob back on Saturday and I want a full refund. This company is trying to rip me off and not take ownership of me talking to a sales agent. 

  Business Response

  Date: 11/05/2024

  While we understand that you mentioned being advised to purchase this specific item that was said to be suitable for you, we want to clarify that our website is specially designed to help you input your personal information and preferences. This process allows us to evaluate your needs more accurately and recommend the best products tailored to you. We encourage you to utilize this feature to ensure that you select the right item for your requirements.
  
  If you do decide to return the item, please know that you are more than welcome to do so. However, we would like to inform you that if we find that the item has not been returned in the same condition in which it was sent to you, a 25% restocking fee will apply. This policy helps us maintain the quality and service standards for all our customers. Thank you for your understanding, and please feel free to reach out if you have any further questions or need assistance with the return process.

  Customer Answer

  Date: 11/06/2024

   
  Complaint: 22487186
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** ******

  Customer Answer

  Date: 11/06/2024

  Like I stated previously I did speak to someone and they advised me incorrect information and the fob is used. Your company is trying to keep my money and not refund me. As I stated I will send your fob back and I want a full refund. I don't have to to continue to play this ************ game with you. Your employee gave wrong information so just give me my money back period. Your trying to have a catch 22 and I'm not going to allow you to rip me off.

• Initial Complaint

  Date:10/08/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered wrong item. The pack list clearly states customer satisfaction and 30 day return/exchange.I contacted company to get exchange. They say they don't exchange this particular item...."according to website". However, this is NOT stated on the pack list.

  Business Response

  Date: 10/08/2024

  Hello, 

  Thank you for reaching out to us. Please find attached both the link and the PDF of our return policy as outlined on our website.
  We understand your frustration and sincerely apologize for any inconvenience caused by purchasing the wrong item.

  However, as clearly stated in our policy, we do not offer returns or refunds for LISHIS or similar items.
  We appreciate your understanding, and should you have any further questions or concerns, please don't hesitate to contact us.

  Link to our website: https://www.locksmithkeyless.com/pages/return-exchange

  Customer Answer

  Date: 10/09/2024

  The policy is not offered or indicated on the pack list.  Pack list shows refund/replacement with NO stipulations.  It is only after you go to website that information is provided, NOT at time of purchase.  This to me is fraud visited upon a customer.  People can make mistakes.  Who are they to hold that against someone for monetary gain???!!!

  Customer Answer

  Date: 10/09/2024

  Date Sent: 10/9/2024 9:17:10 AM
  The policy is not offered or indicated on the pack list.  Pack list shows refund/replacement with NO stipulations.  It is only after you go to website that information is provided, NOT at time of purchase.  This to me is fraud visited upon a customer.  People can make mistakes.  Who are they to hold that against someone for monetary gain???!!!

  Business Response

  Date: 10/09/2024

  Hello, 
  Thank you for reaching out to us.
  We understand your frustration and sincerely apologize for any inconvenience caused by purchasing the wrong item.
  However, as clearly stated in our policy, we do not offer returns or refunds for LISHIS or similar items.

  Our return policy is clearly outlined in the "Returns/Exchanges" section of our website, ensuring transparency for all customers. Before completing a purchase, customers are required to manually confirm their acknowledgment of our terms and conditions by toggling a script, which include a clear statement that LISHIS products are nonrefundable. Additionally, this policy is included in the packing list sent with your product, along with a direct link for easy reference. While we provide all the necessary information, we cannot be held responsible if a customer chooses to accept these terms without thoroughly reviewing the return and refund policy.

  
  We appreciate your understanding, and should you have any further questions or concerns, please don't hesitate to contact us.

  Please find attached both the link and the PDF of our return policy as outlined on our website.

  Link to our website: https://www.locksmithkeyless.com/pages/return-exchange

  Customer Answer

  Date: 10/09/2024

  Rest assured, what goes around, comes around...kharma will catch you when you least expect it!   You get no sympathy from me, only bad revues to any and everyone that asks me about your company.

• Initial Complaint

  Date:09/24/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase of a tool which ***** delivered to another address. I contacted ***** and they informed me that I had to make a claim directly with Keyless, to which I contacted them. They told me to wait two weeks for a response from *****. After two weeks, I contacted Keyless again and they only told me that they were going to escalate the case with ***** and that I should wait another two weeks. A week ago they told me to contact the insurance company that I bought with them, which I did, and they couldn't help me because Keyless had already made a claim. Now the representative Qwisheena ******** from Keyless no longer wants to answer my emails or calls. After several emails, she told me to contact ***** and that I would fix it with them. When I called *****, they told me that only those who made the claim can request information or talk about them. I'm tired of waiting. It's been more than a month since I made the purchase on 08/10/24. Order number #******

  Business Response

  Date: 09/25/2024

  To Whom it may concern,
  
  We have been in communication with Mr. ***** since August 18th, when he first reported that his package was misdelivered. Mr. ***** indicated that the location in the delivery photo appeared to be his neighbor's house. He inquired with his neighbor about the package, but they confirmed they did not receive it. A previous customer service representative initiated a claim for Mr. ***** and informed him to expect a response within 10 to 15 business days. Prior to the end of this waiting period, Mr. ***** reached out to us again, and we had not yet received a resolution from ****** Since Mr. ***** purchased Extended Shipping Protection, another representative advised him to contact them for a potential credit. However, because the initial claim was filed with ****** the Extended Protection team denied his claim. Ultimately, ***** responded by denying the claim based on their proof of delivery. A new customer service representative took over the case, going above and beyond to assist Mr. ****** escalating the claim and requesting that he provide proof of his front door so that ***** could compare it to their delivery location. Today, September 25th, ***** informed us that the claim has been approved, and we will be reaching out to Mr. ***** to arrange for the reshipment of his items.

  Customer Answer

  Date: 10/06/2024

  On the 26th I contacted locksmith again and ***** ****** responded that they can't do anything about it. so I decided to give them a call, and they informed me  that they will send a replacement but they ask me to remove my complaint from bbb. what I responded that I will do it when they send and i receive the replacement is been over a week and still haven't receive anything

  Business Response

  Date: 10/18/2024

  Hello, 

  Thank you for contacting us! According to the tracking information on the new order, this was delivered on October 15th at 1:05pm. We sincerely apologize for the delays. It seems **** took a while to deliver due to the Hurricane in *******! 

  Thank you!

  Customer Answer

  Date: 10/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Bought a Key-fob from Locksmith keyless. Took it to a locksmith to have it programmed to my vehicle and it would not program. I opened it to find out that it did not have an **** chip inside. They tell me that since I opened it there is nothing they can do. I am also sure they would have said the same thing about the key being cut already. They sold a faulty product and will not stand behind it and also blamed the supplier for not having the **** chip.

  Business Response

  Date: 09/12/2024

  Hello, 

  Thank you for contacting us! 

  As per the information I have on your order, it seems our **** offered a credit and a return label to you. 

  Thank you,