ComplaintsforGOKeyless

• Initial Complaint

  07/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We ordered a keyless door lock which the wrong one was sent around the first week of June after several attempts Via telephone to try and get the resolved We finally got someone that provided us with a return. Label that we paid to have it shipped back. The company received item on June 26. Emailed company to find out refund status. They said they never received item and requested the tracking number. Sent tracking information as well as proof that they received it. After I sent all the information we can’t get anyone to reply to our emails as that is how they communicate. It’s been over a week and still can’t get anyone and still have not received our refund

  

  Business response

  07/19/2024

  Greetings, BBB.

  The customer in question purchased a lock directly on our website and was shipped the correct product that was ordered. They have contacted us stating that they purchased the wrong lock and wanted to return the unit for refund. The lock was received by our warehouse on 7/02/24 and the refund was issued to the customer on the card ending in ****** on 7/08/24. The sales receipt and refund credit memo is attached. Per our return policy, we do not refund shipping charges on orders that have been shipped to the customer in the correct configuration that was on the original order unless it was an incorrect product ordered by our staff.

  If there is anything further we can do to assist with this request, please let us know! 

• Initial Complaint

  05/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have put two orders with GoKeyless. One for a lockset placed on May 6th and another for a Handheld programmer device and the related software placed on May 23rd. GoKeyless advertised that products are shipped from 3 to 5 days and I am still waiting even for an update on the progress of the orders. Several calls were made but no resolution and certainly no updates were obtain. Finally I decided to cancel the orders and get a refund and I’m still waiting for an answer.

  

  Business response

  06/24/2024

  Greetings, BBB.

  This customer has been refunded the full amount of $3997.40 across both of the orders placed with us. Attached are copies of the refund authorizations back to the payment method used on these transactions on 6/3/24 and 6/10/24. While we strive to maintain as minimal lead times as possible for our product offerings, when our stock is exhausted we look to fulfill the orders with our manufacturing partners or other distribution partners based on availability. Unfortunately, depending on the product in question, this can create a delay in fulfillment. In this case, both orders have been canceled and refunded per the customers request and we sincerely apologize for any inconvenience this has caused. 

  Customer response

  06/24/2024

  
  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

  02/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  GoKeyless representatives from Sales and Service blatantly lied about their ability to deliver products and misled my business, my partners and my customers. All of the emails and receipts are attached for BBB review. I placed an order on December 11th and received an order confirmation. Three days later I connected with the sales rep who confirmed the order was processed and delivery scheduled two to three weeks out (this is their go-to response) which would be Jan 3rd. We were suspicious the product never actually shipped and followed up asking for confirmation more than 5 times during the 2-3 week period. Finally, on Jan 3rd we received an email from their service rep confirming, once again, the product is 2-3 weeks out. This product was a key dependency for a large scale security deployment and the importance/urgency was explained in December. Again, I followed up more than 10 times (4 are attached) and did not receive any response in writing throughout the entire month of January. The sales rep responded to one phone call and he reassured that the product was being shipped, I asked him to email that statement and proof with a tracking number which he said he would. He did not, and he never replied again to this day. On Feb 1st, an engineer (******) got in touch with me and he was honest and professional. He informed me that the order was never placed and he was not certain they would be able to deliver the product. On Feb 2nd, he placed the order and the lead time was now 4-6 weeks. On Feb 5th, he emailed apologizing and informed that the order actually was not successfully placed and that he was going to work with his purchasing team to resubmit it. I requested a refund today and submitted this BBB review so that future buyers can be aware of their purchasing process and misleading sales & service tactics. Make sure to get proof that they're working on the things they say they're working on, don't bother calling them and get everything in writing

  

  Business response

  02/07/2024

  Hello *********
  
  My name is ******* ******, and I work as the Sales Development Representative for GoKeyless. I want to begin by expressing my sincere apologies for the unpleasant experience you had with our company. We always strive to offer positive, seamless, and successful customer service, and it's disheartening to hear that we didn't meet your expectations or our standards of service. We are currently investigating the root cause of the issue and will take the necessary steps to prevent it from happening again. As of now, it appears this issue stems from an error between our systems and the manufacturer's product, and unfortunately, we were unaware of this issue at the time of the matter. I have instructed our customer care team and accounting department to cancel your order and provide a complete refund, and you will be notified as soon as the process is complete. In addition, I would like to follow up once the investigation is complete to see if there is anything else we can do for you. In the meantime, please let us know if there is anything else we can do for you. 

  Customer response

  02/07/2024

  
  Complaint: ********
  
  I am rejecting this response because: your team explained how your systems and processes work, and this was not a system error. It was a matter of the team not taking care and prioritizing my order. ****** contacted me more than 6 weeks after my order and had questions pertaining to my use case so that he could determine if you have the correct lock - this should have happened way sooner. Additionally, the bigger issue is lack of human communication. I spoke with Lance on the phone, and he was less than helpful and never returned any of my calls or emails. To say you weren't aware is also not true, I emailed your entire sales, service, shipping and customer care teams. The fastest anyone has gotten back to me is this BBB response. This is not a technical integration issue, it's a human and effort issue. 

  I need to be refunded this week. 

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

  

  Business response

  02/16/2024

  Greetings BBB,

  The order in question on this complaint has been refunded to the customer's card that was used for payment on 2/7/24. Attached is a copy of the receipt and a page from our ordering system showing that the refund has been processed. We are very disappointed to hear about the customer's less than satisfactory experience in working with GoKeyless. The product in question has been addressed with our purchasing department to ensure that issues such as this do not arise again. 
  
  Please let us know if any further actions are required to fully resolve this complaint. 

  Customer response

  02/16/2024

  
  Complaint: ********
  
  I received the refund. I remain not satisfied because this does not account for the loss of future business with my end customer. The $2.5k was a minimal cost in comparison to the lost revenue opportunity
  
  Sincerely,
  
  ********* *********

• Initial Complaint

  02/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  GOKEYLESS is a company I have not used in several years. Billing was never through me, but a vacation rental company. I used to use a Kaba lock that required their services, but COVID killed my vacation rental business, and I took the locks off my property in San Diego two years ago, and discontinued the service with GoKeyless and the vacation rental company Sun Diego/******* ******** *******. Sun DIego/******* ******** ******* had the contract with GoKeyless, not me. GoKeyless sent an email, admitting they used a third party vendor for billing, and their accounting was all screwed up. They then demanded multiple proofs that I wasn't using locks. Photo of email attached. My response also attached. They continue to bill me - now for $740.88 - despite my writing to confirm that their service hasn't been used and isn't needed. They admit their contractor screwed up - a contractor I communicated with to cancel the locks years ago, and yet they won't stop dunning me for service not received. I would like them to cancel this harassing billing.

  

  Business response

  04/25/2023

  BBB received the following information from the business that was also sent to the consumer.

  Ms. ******,
  Your account has been corrected, and credits were applied to your account on 2-10-23. (screenshot below)
  I am sincerely apologizing for the lack of communication regarding the credit. We believed you did the credit but have yet to inform you.
  This is normally an automated response. Thank you for the feedback.
  I am sorry you also had to take the time to file a formal complaint. We take all complaints very seriously and learn from customers like you.
  I have fixed the issue with the email notification on a credit as well .
   Best regards,
  ****

• Initial Complaint

  12/07/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a TCONT824 Wifi Nexia Smart Control Thermostat on Monday; November 29, 2021 for $275.00 (not including tax) and I received a sales order (#XXXXXX) and confirmation receipt, and according to the receipt, it would be delivered in three to five days. It's now Monday; December 6 and there have been no updates as to whether or not it's even shipped, and when I called today (about 6-7 times), I left about 3 or 4 messages for a tech to call me back about why I haven't received it yet. No one has called me back and I still have no thermostat. If they refuse to send me my thermostat, then they need to refund me my money!

  

  Business response

  12/21/2021

  Business Response /* (1000, 5, 2021/12/08) */ BBB, ******* **** ordered with GoKeyless on 11/29, he ordered the TCONT824 which currently states on our website, which is where he made the purchase, that this item is out of stock and backordered. Below is a link to our website showing this to be true: ******************************************************************************************* ******* on Monday, 12/6, called GOKeyless multiple times, once at 3:05PM and the additional three times he called were after GoKeyless's business hours at 5:21, 5:27 and 5:28PM. He left customer care two voicemails, one at 3:05 and one at 5:22PM. In his complaint ******* also stated that he left multiple voicemails to our technical support team. This statement is false as I had our Technical Support Manager pull all calls from *******'s number and not once was a voicemail left to our support team. In regards to informing ******* on the lead time, as previously stated it does show that this item is on backorder on our website but our customer care team emailed him 12/7, at 9:26AM in response to his after hours voicemail informing him: Good Morning, Thank you for contacting GoKeyless! Your order is estimated to ship January 14th. At that time you will receive an email containing tracking information. If you have any questions or concerns please feel free to contact us. Best Regards, GoKeyless Customer Service ******* also called in 12/7 at 10:02AM where I personally spoke with him and informed him of the shipping time of January 14th where he stated he was upset but would like to keep the order open and I then offered to change his standard ground shipping to free expedited shipping which he did approve. Please let me know if you need any further information regarding this complaint case. Thank You, **** ****** GoKeyless Customer Care Manager

*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. ↩