ComplaintsforKeyMe Locksmiths

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  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

  More info

  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,
  
  **** ******
  

• Initial Complaint

  04/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I recently requested key me to make a replacement key. They quoted a price of $195. The technician programmed the fob, but I was informed that they would not be able to cut a physical key for the fob without an additional charge of $85+ tax. This was not communicated to me at any point prior to the service being performed. I felt this was misrepresentation of the agreed service, as a key fob typically requires a physical key to function. When I expressed my concerns, the technician and company representative were both rude and dismissive. They were unwilling to discuss the issue further and hung up on me. Desired Resolution: I would like Key Me to: Refund the $220 for the incomplete service. Clearly communicate the distinction between programming a fob and cutting a key in their service explanations. Provide proper customer service training for their technicians and representatives.

  Business response

  04/08/2024

  Hello,

  It appears *** *********** worked with a locksmith partner of ours to complete this job. However, the call was disconnected for some reason on the only call recording we have from this number. We will be reaching out to the customer for additional information so we can assist further.

   

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company is a complete and total scam. I contacted this KeyMe locksmiths which shows they are located in *** ***** but they don’t even have an actual physical business. They quoted me on the phone at $99 to have a technician come to my house and open my front door for me (i locked myself out). Very easy basic service. The technician get the door unlocked in around 5 mins or less and then tells me its going to cost $361 for the services. I explained to him that it wasn’t the agreed upon amount that was stated over the phone. Upon further examination and research this company does all sorts of shady practices and lies to customers on a daily basis and scams 100 if not 1000’s of people out of $ every single day by either bad business practices, lying, or damaging people actual property and not finishing the job.

  Business response

  04/05/2024

  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 an open escalation with the third party provider that completed the service. We have already been in contact with the customer to help resolve this.

• Initial Complaint

  03/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I first called KeyMe at 8:26PM on 1/18/24. The service they are supposed to provide is access to a "trusted locksmith". I was locked out and gave them my name, phone number, and address and requested someone be sent to pick the lock. A locksmith self identified as Daniel called to confirm he would be there in 15 minutes. He showed up at 8:49pm and proceeded to drill into the lock, completely destroying it. I was charged $340, which included an "after hours fee" that I was never told about until after the work was done. Even at the time, I didn't think I got the service I had requested, but paid the technician and was ready to just forget about it and replace the lock myself. Then the technician started inappropriately texting my personal cell phone number. I immediately blocked the phone number and called the company back demanding a refund because I didn't get (1) my lock fixed (2) a "trusted" technician. Instead, I got a broken lock and a man that picks locks for a living and knows where I live harassing me. I called the company twice and both times I was told management was looking into it and they would call me back. I never received a call back. A refund is the least I deserve -- I do not feel safe in my own home because of this company.

  Business response

  03/28/2024

  Hello, we believe this issue has already been resolved. We received a direct complaint from **** ******** in January of this year for what is mentioned in the BBB complaint. **** ******** also informed us she went to the BBB, but we never received the complaint. I believe this is the same complaint. If this is so, we have already resolved this issue with **** ********. Thank you.

  Customer response

  03/31/2024

  Better Business Bureau:
  
  I don't see a direct response from the business included in this string of messages, but I have technically received a majority reimbursement from the company already. 

  Apparently KeyMe is more of a pass through business. They took my request and sent a third party to my house to do the actual work. I was FINALLY contacted by that third party and received MOST of my money back. My remaining concerns are that 1) I was not told that a third party was being sent to my house in the first place 2) I frankly still don't know who that third party was. The original receipt said "***** ********* ***", KeyMe told me it was "**********", the phone call I got from the third party was from "*** *** ******** ***", and the refund I got -- through ***** -- was from "****** ********". 3) When I initially called KeyMe with my complaint, they did NOTHING to help me resolve it. It wasn't until I got to KeyMe corporate that I got the name "**********", but even that wasn't helpful. Finally they got the "*** *** Flooring" people to call me. 4) The third party said they weren't able to refund my credit card and insisted that they refund me on *****. After a lot of fighting with them, I finally said that was fine, but this is incredibly suspicious and unprofessional. ***** is not an FDIC backed financial institution and I can't think of a legitimate reason why they couldn't refund the card they charged. Also, they shorted me $17 on the refund. I just let it be because I was tired of fighting about it, but that's not what I was looking for from them.

  I wouldn't say I'm "satisfied" with this result, but the effort it takes me to keep fighting this is no longer worth what I think I would get from it. That being said, I think the complaint is important to document to potentially help other consumers from ending up in this same position. The third party might be worth investigating as well and I found their practices to be incredibly shady.

  
  Regards,
  
  **** ********
  

• Initial Complaint

  03/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  The complaint is for an issue of service that took place on 03/16/2024 at approx 04:00PM EST. I called for locksmith service for a locked out apartment (two lock system, only the bottom; NOT a Deadbolt lock). I was not told the cost of the service until the technician was already at the property and was about to begin service. Once quoted the price ($200 to service the lock), he opened the door in less time than it took to pay for the service (it took <1min to open the door). I attempted to follow up with the business (contacting the number in which dispatched the technician: ###-###-#### in an effort to have the price charged broken down to me. However, they transferred me and hung up on me. I called them again ~15 minutes later, and told them that they had hung up on me, and the transferred me again and hung up on me. The job service number is #*****. The contact listed alongside the job service number is ***** *** ****. I feel that Keyme Locksmith is practicing unfair business to consumer practices. They did not tell me the cost of the service before dispatching a technician. Once the technician arrived, he simply held out the payment scanner while telling me the charge (only once i asked). this was very unprofessional and I feel that i was taken advantage of (not charged a fair price for the <1 minute of actual service provided.)

  Business response

  03/18/2024

  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 help resolve this for the customer and have already reached out to the customer through email to get this process started.

  Customer response

  03/18/2024

  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. For the record, I believe it would be appropriate the next time that the business works through a third-party service/partner service, that they provide this information up front as well. The consumer should have the right to know who it is that they are receiving a service from. KeyMe states that they did not perform the service, that it was done through a partner of theirs and therefore, that the service had a different price. This is unfair to me and other consumers as it takes away the freedom of knowledge on shopping for a service that is known, trusted, and appropriate for the price. 
  
  Regards,
  
  ******* *****
  

• Initial Complaint

  03/02/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I used a locksmith service on March 1st and when I was contacted, the man arrived 40 minutes later and told me you would B $200 only cash. No other way to pay. I had to walk across the street to an ATM to get these $200. When I got back, he told me it was an extra $100 for a service fee. I told him he could have just told me this in the beginning and after an ensuing argument. I gave him another $100. But looking online on average pricing, I was threatened and physically felt unsafe As this man was in my face asking for the other $100. I'm not sure what to do. I'm trying to file a police report. Put this company really needs to close. Someone is going to get hurt Or killed

  Business response

  03/04/2024

  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 already been in contact with the customer through email to help.

  Customer response

  03/09/2024

  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.

   

  KeyMe sent 97.01 via ****** for apparent reparations,  although 97 is better than zero, i still dont have the name of the 3rd party contractor for my police report and still out 203 dollars more than i should have paid for having my physical safety in danger. Shame on their policies, dont even have the names of people that work for them!

  please if you use KeyMe, stay armed and vigilant as you will apparently need it 

  
  Regards,
  
  *********** *******
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On February 28, 2024 I called your service to have a key fob programmed and the attached physical key cut. The technician that you sent arrived 2 hours late. After 3 hours he was unable to program the key. He asked me to pay $200 for the key cut and a deposit towards the final amount. I paid it and he left. A few minutes later another technician called and said he would be over this was at approximately 8:30 pm. At about 10:00 pm he was able to program the key. He charged me another $405 which I paid. Today I checked with the dealer and the total charge to program a key is $154(see attached). Therefore, I was overcharged by your technicians for poor work. I am requesting a refund of $400. Thanks ***** ******

  Business response

  03/01/2024

  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 are already in contact with the customer to help reach a resolution.

  Customer response

  03/01/2024

  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. I appreciate the timely response (within 24 hours).
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  02/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  My wife was locked out of the house and called them for help. The technician decided that the lock was broken and drilled it out and replaced it with a new simple lock. For that he changed us an outrageous $807 (including a 10% credit card convenience fee, as he refused to accept a check). I have called and emailed their customer service several times since 2/26 and they have promised to get back to me shortly, but it hasn't happened yet. Also, per our conversations with the customer service, an hour after the job was done and paid for, the technician hadn't marked the job finished. Furthermore, the technician has told the company that he has changed us only $75.

  Business response

  02/29/2024

  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.

  Customer response

  02/29/2024

  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.
  

  Reason: KeyMe customer service has told me several times that the issue has been escalated to the corresponding manager. Apparently, the manager doesn't care enough to pick up and resolve the issue. I have been waiting for a response since Monday 2/26, however, the only response that I've received is that the case has been escalated, but I haven't received any solution to my simple complaint.

  My credit card has been charged $807, and the transaction gone through.

  Regards,
  
  ****** ********
  

  Customer response

  02/29/2024

  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.
  

  Reason: KeyMe customer service has told me several times that the issue has been escalated to the corresponding manager. Apparently, the manager doesn't care enough to pick up and resolve the issue. I have been waiting for a response since Monday 2/26, however, the only response that I've received is that the case has been escalated, but I haven't received any solution to my simple complaint.

  My credit card has been charged $807, and the transaction gone through.

  Regards,
  
  ****** ********
  

  Business response

  03/20/2024

  We will reach back out to the customer to understand if this is still an outstanding issue. We have an email dated March 5th from the customer. In the email, the customer confirms to have received the money back and the issue being resolved.

  Customer response

  03/27/2024

  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

  02/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My house sitter, ******* *****, called the listed “****** ***** **” phone number at 4:39pm CST on Wednesday, February 15th, 2024. The number used to book the service was ###-###-####. The guy that answered told her a tech would call her back with a quote. When the tech called at 4:45pm, he didn’t give a quote, he just asked her if she needed a locksmith and asked what the address is. He said he would arrive within 15 to 20 minutes. He did not show up until 5:25pm and arrived in a red SUV with absolutely NO business markings and a duct taped window on the back right passenger’s side. He asked which door and she led him to the garage door. He said he would try to pick the lock first and said if that didn’t work he would have to drill it open. He did give a verbal quote before he started but she could not understand him as he had a thick accent. At no point was she even offered a written estimate. He tried to pick the lock but it didn’t work so then he informed her it would be an additional cost to remove it with a drill. He still did not offer any written estimate. She said okay, then he removed it with a drill and started to leave the house with a hole where the original lock was. He stated he was done but she asked that he not leave a hole in the door. He then said he would have to change the locks then because the other was ruined from the drill and he stated that it would be an ADDITIONAL $150! I want to reiterate that at NO POINT during this process did he provide a written estimate and he NEVER provided an itemized receipt. He took advantage of my house sitter’s worry for the dogs and the fact her young daughter was also present. My regular locksmith charges between $150 to 180 to unlock the door. $582.58 is the total cost of the ’service’ provided. $407.81 is the amount that was promised by Mia as a refund and has not come to fruition.

  Business response

  02/26/2024

  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 and we are working to help resolve this.

*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. ↩