Complaints

This profile includes complaints for Car Keys Express/iKeyless's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Car Keys Express/iKeyless has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Car Keys Express/iKeyless

  12101 Sycamore Station Pl Ste 140 Louisville, KY 40299-2114

  
• 

  Car Keys Express/iKeyless

  829 E Jefferson St Louisville, KY 40206-1617

  

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:03/11/2025

  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 January 31, CKE sent rep to my home to make two keys for my two cars. Paid $500.00+ for the two of them. One of the keys "turned hard," which I wrote off as its being after-market. Then found a local hardware store which made the same key for $99. Looked at the CKE key and said it was badly made. Filed off some burrs and ran the key through their duplicating machine. Now works great. I was told that the CKE key would eventually have ruined my ignition system. Warranty was only 30 days, so I lose...

  

  Business Response

  Date: 03/18/2025

  Hello,

  I'm so sorry you had trouble with the keys. We would have happily fixed the issue given the chance. I have never heard of our keys ruining an ignition, and I have worked here for 13 years. As far as the key from the hardware store, it was probably a "cloned" key, which is why it was cheaper. It would not be a master key for your vehicle, but basically a copy of one. Again, I truly apologize and please let me know if there is anything  I can do for you.

  Best regards,

  *********

• Initial Complaint

  Date:02/24/2025

  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 order a key for my Jeep Compass on February 1, 2025. It was 206.69. I have heard notjing about this purchase. No updates. Nothing. That is a lot of money for me.

  

  Business Response

  Date: 02/24/2025

  Hello,

  I truly do apologize, but I do not see an order for you. Do you have your order number? Also, what is the last 4 of the card number you paid with? I want to get this resolved for you! Thanks!

  -*********

• Initial Complaint

  Date:02/19/2025

  Type:Customer Service 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 Jan. 29, 2025 I went to *** to meet up with employee **** ****. This is the fourth time I've had Car Key Express make a key for me. I asked **** if it would be cheaper to wait and get it make at ****** when *** was there next month. He said no same price plus they didn't have latest key machine for 2022 *****'s. (the first lie he told me) Key was for 2022 ***** and he proceeded to make electric key. After making key , it was time to cut physical door key. he tried but said his ******* 994 machine needed an update. I was there for hour and half while he tried to update. After not updating machine he askes me to leave the keys with him and come back the following Wed, Feb5, 2025. He said call him on Feb 5,2025 to insure it was updated. I called that night (2-5-25) and he said everything was ok for me to pickup key the next day. The second lie to me. On Wed. Feb 5,2025 I drove the hour and 20 minute round trip to meet him. I get there and he says the ******* 994 is still not updated. I was very upset as this is second trip to get key with no results. After another hour he gives up and say's "Leave keys with me and I'll call you when done". The third lie as he never called. I texted him and call with no answer. I tried call to main office of *** but their customer service is non existent. I could never get in touch with anyone in customer service. Now 21 days after first meeting I catch up with **** at ******** ***** to ask him to please finish making my keys. He say's "******* 994 is still not working properly and company doesn't seem to be worried about it. The jaws don't hold key in place to cut." **** was very rude, says he called and texted me which never happened. I just wanted what I paid for which was $395.49. You would think a company that I've been a repeat customer with would want to rectify this problem and keep me as a customer. He filled out refund RMA with bad attitude. I had to ask 3 times for receipt as I don't trust him. Shame on you ***

  

  Business Response

  Date: 03/11/2025

  Hello,

  I truly do apologize that you had a bad experience with us. I am showing **** did have a ti***t in to have his machine fixed. I'm sorry if you felt his customer service was not up to par. I have forwarded this to the appropriate people to look into. In the mean time, I have refunded your order in full. Again, I am so sorry and please let me know if there is anything else I can do for you.

  Best Regards,

  *********

• Initial Complaint

  Date:01/30/2025

  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 services from this company and paid via ********. My services were never performed so I canceled them. I got a confirmation email for the cancellation. But they never refunded me my money so I opened a dispute from ********. And now ******** is refusing to give me a refund because they are waiting on the merchant to refund the money. But the merchant is refusing to do so.

  

  Business Response

  Date: 02/04/2025

  Hello,

  I am so sorry for the confusion. Because this customer opened a dispute with ********, it would no longer allow us to refund her through our system. I am showing that the case from ******** was accepted and she has now been refunded in full. Please let me know if you need anything else.

  Thanks,
  *********

  Customer Answer

  Date: 02/04/2025

  
  Complaint: ********
  
  I am rejecting this response because: I have spoken with ******** on several occasions, and they have not received a refund from the merchant. It still states to this day That they are waiting on a response From the merchant, which would be car key express aka ikeyless . I had to open a dispute with ******** because nobody would refund me in the first place. And since I’ve opened the dispute, all I’ve gotten is the runaround from car key express stating that they have done the refund on their end. Which they have not because then it would show up in ******** system, but it does not and after speaking with several people from ******** they are not seeing any refund issued whatsoever from your company to me. ??air go you are stealing $380 of my money 
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 02/24/2025

  Hello,

  This is from square, our payment processor. 

  Date Feb 21, 2025
  Subject: Car Keys Express Dispute Escalation - **** ********
  
  
  Timeline
  ?1/20/25: Initial ******** Payment
  ?1/25/25: Dispute Reported by Customer
  ?1/30/25: Car Keys Express accepted customer dispute
  ?2/4/25: ******** reviewed dispute and completed investigation, initiated refund
  ?2/17/25: ******** confirmed returned funds to cardholder
  
  ******** Refund Policy
  First, the merchant has to process the refund in their system. The refund will then drop through to reflect on your ******** account, and if you're owed a refund back to your card, it will be returned to the card that was used to make the payments.
  
  ******** decides whether the dispute has been won or lost.
  ?If you have won the dispute, you will be notified and refunded from your Square balance.
  ?If you have lost the dispute, you will be notified and the customer will be refunded.
  This process may take up to 30 days to review.
  Once processed, the money can take up to 10 business days to be returned to your card/s, depending on your financial institution.
  It is important to remember that returns are always subject to the merchant's refund policy. This information can normally be found on their website or by contacting the merchant directly.
  
  Articles that walk through Square’s Refund and Dispute process can be found here:
  Payment Dispute Walkthrough    
  Refund Process       

  Please let me know if you need any additional info. Thanks!

  -*********

• Initial Complaint

  Date:01/27/2025

  Type:Product 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.

  In October 2024.i remember cause it was close to Halloween. I went to ****** in oceanside ny. Saw the car Keys Express truck. I've been needing an Xtra key for my 2013 vw passat. So they said they had no fobs. No problem. Spare key 100 bucks. Went into store came out had key made. Great and ty. I live upstate ny. BTW, I have 1 fob with an auto remote car starter Well, went home One morning very cold tried to start my car with fob.it started then shut off. Again and again. Could not figure it out. Tried calling the number car Keys Express 502 325 1107 multiple times. No answer. Went to website. Wrote in. No answer. Started calling around. Can't do nothing. Have to go to the one who put the remote in. Have thtake the key in engine out. Go to car Keys Express, they will take it from there. Iyiyiyi. Ok. Now it's Nov and Thanksgiving. I'm sick . Stress. Cold weather etc. Call again car Keys e press. Lo and behold. A guy answers His name is ********. Tell him the issue. No problem. When your back in long Island call me i gave a guy who does that. Okey dokey. Feeling better. We'll, here I am arrived Jan 15 in island park. Can't touch base with car Keys express.called before I left . Called when I arrived. And am still here. Called numerous times. No amswer. Its brutal outside So I went to audio legends in island park. The guys who installed the remote car starter. They ended up taking the spare key made , installing it in the engine to sync it and here I am with still only one key to start my car. The moneys it cost me to come down here. The aggravation, and still only one key now is crazy all because of them not doing the right thing. I want a refund of the 100.00 I paid for the key. I want the money it cost me to come down here to straighten this issue out. Gas, tolls, etc And then it cost me MOney for audio legends to do the work so I can auto start my car still with only one key. 200. I want restitution of 400.that's not even including stress. Took $ andran.

  

  Business Response

  Date: 02/04/2025

  Hello,

  We spoke with the customer and asked for receipts for the repairs, which we would be happy to refund. Unfortunately, she is unable to provide those. We are trying to get in contact with the repair shop to get the receipt so we can refund. Thank you!

  Customer Answer

  Date: 02/05/2025

  
  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,
  
  ******* ***** 

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:01/08/2025

  Type:Customer Service 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 12/9/2024, I placed an order for a Universal EZ Installer and a Key Cut by Photo for my 2009 Nissan Frontier from Car Keys Express. The order was placed directly through their website. When I received the kit, I followed the instructions to the letter and kept getting an "Error 2" code at the pairing step. I attempted this install using both of the positions on the dial installer per the instructions. There is no information in the instructions regarding the "Error 2" code, so I called the customer service number. I was bounced around to a number of people that told me different things until I finally got connected to a technician. I don't recall his name, but he walked me through the entire install process while I was sitting in my truck and we got the "Error 2" code on both 1 & 2 positions. His verdict was that I got a bad installer unit, so he transferred me to someone named ***** ***. ***** was kind enough to have a second kit, new cut key and all, sent out to me so that I could try it again. The new kit arrived but again, I kept getting the same "Error 2" code. At this point I'm fairly certain that the issue is with my truck and not the installer. ***** had emailed me confirmation that I was being sent a second unit, so I responded to that same email thread (see attached) that the second kit didn't work either. I requested that they send out a local technician to attempt the install and see if they could get it to work, but I was told that was something I needed to pay for when I initially ordered the installer kit and key. Knowing that wasn't an option, I requested a refund. It was at this point that all communication from CKE stopped. I have called the customer service number and left messages, I've emailed ***** back multiple times and I've sent chat messages requesting someone reach out to me. All with no response. I'd like my money back but at this point can't get anyone to respond to this request. I'm happy to send back both keys and installers.

  

  Business Response

  Date: 02/18/2025

  Hello,

  We have spoken with the customer, and a refund was issued in full on 1/22. Transaction ID Square
  ***************************************************************** Please let me know if any more information is needed.

  Thanks,
  *********

• Initial Complaint

  Date:12/19/2024

  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.

  Am unable to install the product without technical support from the company. Have called and left messages numerous times but the company will not respond. The instructions are insufficient. I need a phone call from technical support.

  

  Business Response

  Date: 12/31/2024

  Hello,

  The customer has now spoken with our Technical Support Team. If anything else is needed, please let me know.

• Initial Complaint

  Date:11/20/2024

  Type:Customer Service 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.

  so went to ****** they told me keys will be done while you shop, came out said we do not have key in stock, so will order the keys, i got fedex notification keys will be sent. after 8 days did not receive keys, so went back to car key express at ******. they told me they have same key in stock but that key did not work. so told me to bring back the keys, i am leaving out of country for 3 months so they will not issue refund. this is like while you wait 20 minutes to 3 months and not sure if they will process any refund.

  

  Business Response

  Date: 12/24/2024

  Hello! The customer has been fully refunded and said that he considers the matter resolved now. Please let me know if anything else is needed from me!

  Thanks,

  *********

  Customer Answer

  Date: 12/29/2024

  
  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,
  
  ***** *******

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/18/2024

  Type:Product 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 purchased 2 car keys from Car Keys Express on 10/20/24 for $272. Delivery took nearly 10 days. Upon receiving the keys, I discovered there were no instructions on how to program them, nor was there an option for a technician to assist with programming. I called their customer service, obtained an RMA number, and returned both keys, which were delivered to their warehouse on 10/31/24, as confirmed by the provided tracking number. It's been almost 3 weeks since the return, and I still haven't received a refund. Despite numerous calls to customer service, I've been ignored, left on hold indefinitely, or given false promises of a callback that never materialized. This business seems to be a scam. Please beware.

  

  Business Response

  Date: 11/22/2024

  Hello,

  I am so sorry for the misunderstanding. You chose the shipping option, which states that key will need to be programmed once you receive it. We do have on site installation, but that is a different service. ******************************************************************************************************************   Also, I truly do apologize for the delay on the refund. I am not sure how it was missed, but I have refunded your order in full. Please let me know if there is anything else I can do for you.

  Customer Answer

  Date: 11/27/2024

  
  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. Car Keys Express finally refunded to me. However, I believe that their customer service could be improved. It is imperative that they ensure that clients are transferred to the refund department promptly. Without the assistance of the Better Business Bureau, I would not have likely received my refund. Thanks Better Business Bureau. 
  
  Sincerely,
  
  ***** *****

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

• Initial Complaint

  Date:11/11/2024

  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.

  I was having a key made for my girlfriend’s Dodge charger to replace a key that she does not have. It was a Christmas present and it seemed like a good deal. That was until I exited the store to a gentleman, ripping apart my trunk. Which was not clarified during time of purchase. He proceeded to trim parts in my trunk that are hard replace. Putting me out, not only money but time to fix it. These parts are not just walk into a store and buy them parts. They are a find, seek and pay to replace type parts. He proceeded to be argumentative in the process. Where I demanded him to stop and returned to Costco to get my money back. The trunk was clarified as not a very big deal. I am happy. I got my money back, but I am unsatisfied with my experience. Now I will be looking for parts to fix my car instead of adding a key to my inventory. This was very unpleasant. I would ask some clarifying questions before doing business with this company.

  

  Business Response

  Date: 11/27/2024

  Hello,

  We have talked to the customer and sent them a reimbursement of $272.55.I truly do apologize and please let me know if you need any more information from me.

  Thanks,
  *********

  Customer Answer

  Date: 11/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: This response wasn’t even written to the customer it was written to BBB stating you guys paid the customer. 
  

  The customer “me” wouldn’t have know you guys were gonna pay until I went into Costco for something else and they told me to go to Dodge and get a quote. No contact between my car being broken, my complaint and that day a week or so later. Was it nice to know it was covered? Oh ya. Do I believe if I wouldn’t have come back in you guys would have done nothing? Yes I do. Do I know it to be true the kid who broke my car still argued over it not being broken? Yes I do. Do I know it to be true I had to take time out of my day at work to go to a dodge dealership. Yes. Complaint response is not customer based. The salesman are the equivalent of a trashy used cars salesman. Nothing about this was enjoyable. I will not be changing my stance on this this company not valuing its customers.
  
  Sincerely,
  
  **** ******