ComplaintsforKeyMe Locksmiths

Locksmith

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Initial Complaint
07/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On June 28th, we contacted KeyMe Locksmith to make a new key fob for one of our vehicles. The technician arrived and immediately asked who would be paying. When I asked if he wanted payment before providing the service, he demanded more than the quoted price given to my husband over the phone. After he completed the job and started the vehicle, I paid him. Only then did he inform me that the fobs would only start the vehicle but not unlock it. He claimed the fobs needed new batteries and suggested we could get them from ***. I questioned how the fobs could be programmed without batteries and suggested the technician get the batteries himself. He offered a discount, but I said my husband would get the batteries. That evening, my husband went to *** to get the batteries, but the key fobs still did not work. We contacted the technician, who claimed the fobs must be faulty and promised to replace them on 7/1-2. On 7/3, needing access to the vehicle, we called the technician again. He offered to come out and cut new keys for an additional charge, but the replacement fobs had still not arrived. He then promised the new fobs would be in by 7/6. We requested a refund of the $399 we paid, but the technician refused. After disputing the charge, the technician sent a threatening text on July 8th, saying, “Disputing the charge is the last thing you want to do. Remember what I do for a living.” We contacted KeyMe Locksmith directly, filed a complaint, and filed a police report with the ******* PD. KeyMe customer service requested proof that the key fobs didn’t work, proof of payment, and evidence of the threat. We provided all the requested information on 7/8. On 7/9, they offered to send the technician back to replace the key fobs, but we declined due to the threat and safety concerns, requesting a refund instead.
Business response
07/18/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.
Initial Complaint
07/15/2024
Complaint Type:
Service or Repair Issues
Status:
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.
07/15/2024 I called the number for keyme on ****** Maps because I needed to program a key fob. I originally called because I wanted to know the price I can expect to pay. The locksmith said he would need to drive to the vehicle to get the VIN to see what the price it would be. They would not give me an expected range. When the locksmith arrived, they told me a price way out of my budget so I declined the service. They then made me pay $70 for driving out there. All I wanted was to know the price of a service, which was nowhere to be found online and instead was forced to pay $70 for no reason. This seems completely untrustworthy. At no point was this service fee ever mentioned. The locksmith told me it was somewhere on the website. I was not aware that I had to scour the entire website before calling to ask a question.
Business response
07/16/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.
Initial Complaint
07/09/2024
Complaint Type:
Billing Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I requested a locksmith service at approximately 8 pm. Was informed that the base fee for lock out was $80 so long as there was no need to replace locks. Service tech came and performed, no locks were replaced. Then was informed without any disclosure that my bill was not $375. Needed a door rekeyed so that was an extra $80 dollars. Locksmith was unable to perform the service, so I requested a refund. Locksmith said that due to the volume of complaints against the company, I would not be able to request a refund for 2 months. I still insisted and he requested that I text him to remind him to process my refund (text to technician is attached). Afterward, KeyMe, the company that contracted with Locksmith for the service contacted me and confirmed that the price range for this service is $60 to a MAX of $200. I have not been refunded for the non-performed services and KeyMe is now denying that their agent confirmed that I had been overcharged during my call the night of the service.
Business response
07/15/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.
Customer response
07/15/2024
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.

Regards,

**** *********
Initial Complaint
06/10/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On June 6th 2024 I called KeyMe Locksmiths to make a car key for me because I lost mine in the store. They came and didn’t key it for the door only transmission. I didn’t realize it until I locked my doors and in the morning couldn’t get into my car. I called KeyMe locksmiths starting at 7:23am. They said a technician will call me. Technician called me at about 8:40am and said he’d be there in an hour. Never showed. I called back again and again and each time the receptionist said they’ll send a technician. No one ever came. I spoke to the manager and she said they’ll send someone and she’ll call me in 10min and never did and when I called back she was in a meeting. I spoke to the receptionist again and said technician will call me after I hung up. Never did. I paid 389.00 for a key that doesn’t fully do its job.
Business response
06/10/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.
Customer response
06/11/2024
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.

Regards,

******** ****
Initial Complaint
05/24/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I wanted a duplicate car key fob made, for a spare key. The original, worked just fine. They had a hard time scanning my cars computer code. They wanted $180 extra for that. Originally quoted me $280. They finally got the new fob programmed. We settled on $300 even. 5/22/24 The moment they left, my original key fob no longer worked. My guess, they swapped computer chips between the units. Called the same day to mention this. Was told they would call back. Called again, several times, on 5/23/24. Finally got a call back offering me $170 refund. I don't want a refund. I want 2 functional keys. Especially not a partial refund. Now, I still have just one key, and I'm out $300. Doesn't make much sense. All I want is to get my original key functioning. Or, give me another one. The ONLY reason for calling them in the first place, was to get a SPARE key made.
Business response
05/28/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We've opened an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to make them aware.
Initial Complaint
05/13/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On 5/9/24 I was contacted by a locksmith through the Keyme system at ******* due to my car key having a microchip. I was contacted by a locksmith who gave me a quote of $150. The locksmith came out and I handed my car key to him. He said ok what’s the problem. I said I need an extra key made. He went to my car and his van did what I assumed was the programming. He handed me my new key and old key back I tested out the new key and it worked. I didn’t test the old key because it was working just fine when I handed it to him. The following morning 5/10/24 when my daughter went to start her car using the original key the car wouldn’t start. I sent the technician a text asking if it was possible the original key would no longer work. He text back saying he would have had to program them both at the same time and he didn’t. I asked if he could come back and reprogram them both at the same time as it would defeat the purpose of me getting a spare key only to have one working. He said he would be there between 5-6. At 6pm still no word from the tech. I text him asking for his ETA and if he was still coming. His response was yes I’m taking care of some stuff. I asked again for his ETA he said 8:30pm. 8:30pm came he text saying he was 20 mins away. I called the number that originally called me that gave me the quote several times asking for eta for this tech before this happened. I called again asking for a supervisor I was told one would call me back which never happened. I told them I had to be up at 2am for work and could not keep waiting and will need to reschedule for the following day at 4:30pm they said a new tech would be sent not the same guy. The next day arrives 5/11/24 4:30 no word from tech I call the number back I am told a supervisor will call me and the tech will call me in 10 mins. Nothing. At 645pm the tech same guy that I have been dealing with texts On my way 40 mins away. He arrived at 730pm didn’t say anything to us reprogrammed both keys and left.
Business response
05/13/2024
We sorry for the customer's negative experience with our locksmith services. We've contacted the customer through email to get additional information to look into this further. We are going to do our best to speak with our providers and ensure something like this does not happen again.
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair Issues
Status:
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.
On April 24, I called a technical from KeyMe Locksmith to fix the broken knob on the door. During inspection, the technician dropped the part accidently and broke the strake at the bottom of the door and the tile. And he did not install the smart lock properly after inspection, and it is not working now. He refused to repair it or compensate for it, and charged us $700 as the service fee. We did not make an agreement. He left with anger and said bad words to us. In the next day, I tried to contact his supervisor in the company but he refused to answer the phone call.
Business response
04/29/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We have opened an escalation with the third party provider to help reach a resolution. We have already been in contact with the customer through email.
Initial Complaint
04/24/2024
Complaint Type:
Billing Issues
Status:
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.
I called them because I was locked out of my house. It was after 8:30pm and dark. I asked them to open the door. Did not even think to ask the cost - I thought maybe a hundred dollars because of the time and inconvenience. They came and did open the door - told us they would have to email the bill which they did to the neighbors cell phone as I did not have one. I could not believe the cost. I did pay cash and wish I would have used a credit card so I could dispute better. I have no idea who the individual was other than we used the internet to find a locksmith available at that time of night. I think that was a ridiculous amount of money and I should have disputed it right away and asked before they did anything for me. You think about these things too late. I would like to request some money be returned to me. I have no documents to show for what happened - it was all done using a phone
Business response
04/24/2024
We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.
Customer response
04/24/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

*** ******
Customer response
04/29/2024
4/29/24 customer called BBB stating she does not have a ****** account, can't the business send her a check? She paid cash. And she has no receipt.
Business response
05/06/2024
Hello, we've emailed the customer to let them know we can reimburse via check instead of ******.
Customer response
05/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, reasons for rejection are included below.

Regards,

*** ******
Customer response
05/22/2024
I found out the $4.00 difference was from the *** *** transaction. There is no need to do anymore with this. It was a learning experience and I can only tell you that I will not do business with this questionable company again. Thank you for your help. The company was quick to admit guilt but not real helpful in taking care of the problem.
Initial Complaint
04/14/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Fake locksmith scam! Took my money won't provide a service, won't provide customer service! Horrible business
Business response
04/15/2024
This service was canceled and refunded on 4/14/2024. We've been in contact with the customer and provided a copy of the refund receipt through email. They should see this charge fall off their statement.
Initial Complaint
04/08/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Date was Monday 4/8/2024 Neighbor locked keys into his running car. Called a local phone number to get the problem rendered quickly. KeyMe rep assured she'd expedite a locksmith. KeyMe solicited a locksmith over 90 miles away. I contacted locksmith immediately and canceled his services. then did the same with KeyMe whom could not provide services to me at my location in a reasonable time frame.
Business response
04/10/2024
We are sorry there was an issue when the service was booked that resulted in a delay in the technicians arrival. We have issued a full refund for the cancelation. We have contacted the customer through email to make them aware.
Customer response
04/10/2024
Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me.

Regards,

**** ******

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