ComplaintsforThe KEY, LLC

• Initial Complaint

  06/11/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Purchased a vehicle, we have tried to get our paper work so we can tag our vehicle. We have been lied to told paper work was sent out. Asked for tracking number none given. Called again found out there is a lien on this vehicle they have not been released. Tag will expire and we cant tag this vehicle or put in our name. After letting the key know this we were advised to keep driving around a vehicle with an expired tag and if impounded or given a ticket that we can contact them. We have now made 3 payments on a car that has no paper work well past the 31 days Oklahoma allows, and it also has no air in it. And we were told that they couldnt do anything about that either. They need to redo the paper work and reissue a tag instead of telling people to drive around illegally and get their vehicles impounded. Especially since the person driving this vehicle is a insurance agent in ********.

  

  Business response

  06/14/2024

  Thank you for bringing this to our attention.  We have been in touch with the customer and believe the issue is resolved. 

  Customer response

  06/18/2024

   
  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

  06/08/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This company is currently reporting inaccurate information on my consumer report. This goes against 15 USC 1681 s-2 - Responsibilities of furnishers of information to consumer reporting agencies (a) Duty of furnishers of information to provide accurate information (1) Prohibition (A) Reporting information with actual knowledge of errors.

  

  Business response

  06/12/2024

  Thank you for bringing this to our attention.  We have reviewed the issues related to the customers complaint and have corrected the tradeline. 

• Initial Complaint

  10/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I financed a 2015 Jeep Cherokee sport. Almost 2 years ago. Just to be sued for $32,000 because when I told them about that coolant engine oil leak, they would not listen to me they told me on 100% responsible for the engine to be replaced. Theyve held my car and repossessed it and wants $4400 November 1, 2023, but its under 100% warranty in which they told me I did not have now I have it apparently, and its thrown out the door. I have had this problem since day one and nobody would listen. Now its being pinned on me Ive been thrown every which way possible and this is absolutely 100% the worst company ever to get a vehicle from. They literally costed me my job and my home.

  

  Business response

  11/03/2023

  Thank you for bringing this to our attention.
  The Vehicle was purchased 07-28-2022 with ***** miles. Our service department records indicate:
  08-26-2022 Concern: coolant leak, reservoir tank was leaking, replaced tank. No charge Goodwill repair.
  11-02-2022 Concern: vibration and wheel wobble.Replaced ball joints and right rear tire.
  12-01-2022 Concern: defroster and heater not blowing also engine mount loose. Replaced blower motor and mount.
  05-30-2023 Concern: radiator has a crack and has steam coming out of it. Cap loosened to drive. Replaced radiator.
  09-25-2023 Concern: overheating and only clicks when trying to start. Possible blown head gasket. Vehicle now has ****** miles.  A warranty claim was denied due to lack of maintenance records to cover the ***** miles driven since the vehicle was purchased. 
  
  The vehicle was repossessed after 3 payments were not paid.  

  Customer response

  11/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  Not all was listed of the concerns I asked of the service team. Meaning engine. Was spoke of often. I didnt make the 3 payments due to me returning the said vehicle due to being lied to about said warranty. Not one should have to pay for a vehicle without an engine. I lost my job due to this situation the service team put me in. Lied to me about everything. 
  
  Sincerely,
  
  *************************

  

  Business response

  11/14/2023

  The records listed in our reply reflect the complete concern/repair history from the service department for this customer.
  
  In light of the customers situation our finance manager offered to finance (with no interest charge) the repairs needed.  The customer declined.
  
  Returning a vehicle or failing to make payments does not void the retail installment contract between the finance company and the customer.
  
  At this time we have exhausted our options to satisfy the customers needs.

  Customer response

  11/15/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  it was under warranty. But, they was/ are trying to make me pay for it. This is the reason why I decided not to keep the Jeep. How am I responsible when this was a pre-existing condition I made them aware of. ?? They went to the limits to scam me. And lied about the warranty 
  
  Sincerely,
  
  *************************

• Initial Complaint

  08/09/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was sold a car at The Key and was forced to finance through Auto Finance (their own finance company). When I was purchasing the vehicle, the salesman took me to a bar and purchased alcoholic beverages for me. When we arrived back to the dealership, he falsified my income and job status without my knowledge. I was sold a car almost $10K over the appropriate price and was forced to pay the salesman $300 in cash. I found out later that this payment was under the table. Now, I am unable to refinance, trade in, or sell this vehicle. Auto finance has harnessed and threatened me while also disabling my car with an illegal gps/starter interrupt device.

  

  Business response

  08/11/2023

  It is true that The Key Cars and Auto Finance *** work together to provide financing for credit challenged customers.  However, The Key Cars does not force customers to use Auto Finance *** for financing.  Outside financing can be used by the customer.  On the falsified documents claim, our records consist of screenshots of the customers bank account provided by the customer.  ********** records were utilized to determine the financing customer qualified for based on the customers stated income.  With that documentation there is nothing to indicate that any impropriety occurred.  We also have no indication that a salesman accompanied any customer off the property to provide alcohol. Such activity would not be tolerated.   Our records also indicate that the sales manager discounted the vehicle to accommodate the customers financial situation at the time of the purchase.  The *** tracking device is perfectly legal and was disclosed to the customer when they signed the 6 page document as well at initialing each of the 21 paragraphs of that document.  Regarding the accusation that a salesman forced the customer to pay $300 cash to the salesperson, we find no evidence this occurred.  This action would be considered theft and would result in immediate termination.  None of these outrageous accusations were presented to The Key or Auto Finance *** in the 18 months since the sale.  Our finance team has recently been in contact with the customer and are working to adjust their payment amount to accommodate the customers current financial situation. 

• Initial Complaint

  07/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a vehicle in April 25, 2022 from The Key, LLC in *************. This company has continuously banned me from making online direct payments or allow access to my account via the website. I have filed over 13 internal complaints and spoke to one supervisor in regards to this issue. Each time they "assure me" my online access has be restored for payment and account access, yet as of July 23, 2023 it is still blocked. This has cost me money in additional payment fees by only being able to utilize their phone payment. I believe this to be a huge scam in collecting extra fees from customers.

  

  Business response

  07/26/2023

  Thank you for bringing this to our attention.
       Upon reviewing our records, we show an *** returned check/ACH 6-3-2022.  The customers access to pay by ACH was suspended for 1 year per policy.  The ability to pay by ACH has been reinstated in compliance with the policy.  Regarding fees, no fee was assessed for the *** ACH.  Should the customer experience any further issues we request she contact her account manager so we may resolve them.  

• Initial Complaint

  07/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After purchasing the car in early 2020 I noticed green coolant leaking on my driver side floor board, I immediately contacted they key and took the vehicle in I was informed by **** in the service department the Heatercore needs to be replaced but they were completely booked. My heat then went out Winter of 2020 after continuing to drive the vehicle , I was informed the heater core had residue of gold sealant being in the lines I went to *************************** in ************, ** the mechanics their advised me thats what caused the leak. After the repair was completed the summer of 2021 I went to The Key to have my air system recharged due to it being hot, after that was done my floor board began to Leak green coolant on the driver side. Ive notified ************************* over the service department she advised me to bring the car in October due to being fully booked. Once I brought the car in to for checking advise my car sat from October 2021 to December 31st of 2021 ****** told me nothing is wrong nor leaking that it was just residue from the repair. A month went by January 2022 I emailed ****** again to have the vehicle re evaluated for the matter due to the same issue happening again, I brought my car back and was told the same thing by ****** nothing is wrong. Since then Ive continued to still see the green coolant leaking under the floor board for the entire year of 2023 and I would like for this repair to be redone over again by The Key since this is a recurring issue due to their technicians using gold sealent in my car , *** also have the records for the car in regards to the times I mentioned above to help my statement this is unacceptable and totally negligent on The Keys end to treat customers this way based on their technical errors. I need an answer to my situation.

  

  Business response

  07/18/2023

  **************** purchased the vehicle on 6/21/2019 from The Key,LLC dba Key Cars. The Key ****************** was first made aware of a coolant leak on 1/15/2021.  An inspection did not show a leak.  We put tracer dye in the cooling system and advised customer to return.  On 11/23/2021 the customer presented the vehicle with a leak on the driver side floor. We referred the customer to PepBoys to replace the heater core.  Which we covered under goodwill as this was not an item covered by the warranty. On 6/8/2022 the customer returned saying coolant was leaking again. We referred them to PepBoys for a possible warranty repair.   
  
  Although it was not required in order to help the **************** we covered the non-covered repair via goodwill. Unfortunately, we are unable to meet the customers expectations. The sales paperwork signed by **************** details what is and is not covered under ****************************** Warranty. Any repairs outside of the warranty are the responsibility of the customer.

  Customer response

  07/19/2023

  
  Complaint: ********
  
  I am rejecting this response because: after I took the car to pep boys on the corner of S ****** in ************* they held the car for about a week then told me they cannot do warranty for the repair after speaking with The Key, based on gold dealing being put in by THE KEY To help with my cool my A/C system. Only The Key has ever touched my car when it came down to my A/C not working as it should no one else touched it which is how ik THE KEY is fully responsible for this matter. This has been brought to the attention of mechanics in the shop and weve continuously went back and forth about the matter on whom did what to cause this which is unprofessional. Im not the only one that has had continuous issues with my car after purchasing from this dealer and they can never own up to the mess up their mechanics are doing . Ive even had issues with my RPM you guys lied and told me their was nothing wrong after having a tube up and the matter still occurred. This year when I made my last payment on the vehicle I called ****** madolebij the shop and told her their was a loose wire on my EGR valve causing my RPMs not to fully engage and she was shocked. She then stated thank you for letting me know cause other customers have this same issue and our mechanics were unable to solve the matter. This is crazy and unethical why have mechanics that dont know how to look for these problems????? Its just sad Im not the only one still dealing with this huge coolant issue the shop caused completely unprofessional.

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

  

  Business response

  07/21/2023

  Our shop does not use any drop in sealing products for any systems on any vehicle repairs. Further, we are not familiar with any product with a name similar to Gold Seal that we have used in our shop.  The heater core that was replaced by PepBoys, is part of the engine cooling system/heater. The Air Condition system was serviced by us.  These two systems are not the same and do not share the same fluids.  Anything added to an Air Conditioning system would not impact the Heater Core/engine cooling system.   Whoever told the customer that something was added to the A/C and caused the Heater Core/engine cooling system to leak does not appear to be familiar with how the two systems function.
  Regardless of the misinformation provided, this used vehicle was sold AS-IS with a limited warranty.  Neither of these systems were ever covered under the ************************** Warranty and any repairs not covered by the warranty are the responsibility of the customer.   We have made several repairs to this customers vehicle that were outside of the warranty, but the shop did not charge the customer based on our goodwill.  

• Initial Complaint

  01/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I cosigned for my sister to get a car the car that she got broke down multiple times. The car she got from the car lot in Lawton Oklahoma. That is also currently shut down continuously was giving her issues. She contacted them multiple times about said issues and they did absolutely nothing to the point where the car wasn’t even usable and at that point, we realize she was sold a car, that was never fully fixed so she told them to come get it as you couldn’t drive it and they were not willing to help. I feel like this company is very shady and that the business they do is not very legal. They expect her to pay for the remainder balance on this car (that now isn’t collections )that she got from them that was not fully fixed at the time she was giving it . Which again I feel like it’s not good business, nor is it legal to sell people vehicles that are not fully functional. I also believe that is very suspicious that that car lot is now shut down.
  

  

  Business response

  01/18/2023

  Thank you for bringing this to our attention.
       Upon reviewing our records, notes in finance and the service departments, we do not have any indication that an issue was mentioned related to problems with the vehicle. Had any been brought up  we would have been happy to have our service department look at the vehicle.  As the customer said, they are no longer in possession of the vehicle,therefore, at this time there is no further resolutions available for us to offer.   

• Initial Complaint

  12/10/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are charging me for a car I no longer have. I had to make them come get it as there was to many problems with the car that was already wrong with it before I bought it which they withheld from me. Then even though I had my own insurance they kept forcing me to carry there’s on there even though I told them multiple times I did not need it. They were very unprofessional. I do not believe I should be responsible for paying for the car they got back that wasn’t even drivable. This is a very shady company. I went through the one out of Lawton which unsurprisingly is not even in business now.
  

  

  Business response

  12/16/2022

  Thank you for bringing this to our attention.
       Upon reviewing our records, notes in finance and the service departments, we do not have any indication that an issue was mentioned related to problems with the vehicle.Had any been brought up we would have been happy to have our service department look at the vehicle.  As for the insurance, the customer was unable to provide us with proof of full coverage insurance with the finance company listed as a lien holder.  If the customer is able to provide that we can review to see if any CPI premiums paid would qualify for a refund.   As the customer said,they are no longer in possession of the vehicle, therefore, at this time there is no further resolutions available for us to offer.   

• Initial Complaint

  11/29/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I purchased a 14 veloster from them in June and within a week I started having electrical issues like it had been in a flood but I’m unaware if it had since I haven’t seen a carfax report on it. Now it’s November and my ac won’t turn off and only goes at the highest setting. The battery is being drained by something and all I keep hearing from them is it’s my problem now. I’ve inspected thousands of vehicles and I should have looked this turd over more than I did. But my fault for relying on the credibility of a predatory dealership. I’ve been paying my bill for a car that has to be jumped every day. This car shouldn’t have ever been on the market it should’ve been in the junkyard. I’ve previously bought from them before and I’ve got family that has bought from them as well I’ve never had any trouble before but now they act like they have my money and that’s when the service stops.
  

  

  Business response

  12/05/2022

  Thank you for bringing this to our attention.
  We have reached out to the customer to have the vehicle brought to our facility to diagnose the issues reported.  ************ has agreed to bring it in this Thursday Dec. 8th.

• Initial Complaint

  11/04/2022

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  My husband was looking at cars on March 29, 2022. I was hesitant if I wanted to co-sign so I left and went to work. When my husband had the key call me I said I would look for contract with no intentions of signing it. I wasnt contacted again until April 2022, where I was advised his payment was late and I was a co-signer. I told them they had better take a look at that contract because they will be in big trouble. I never signed the contract and when I did see the contract I seen my name was signed on the buyer line under my husband name his signature missing and my name under co-signer line with my name. I said the contract is invalid but The Key didnt care. Their attorney tried to say well we can fix the contract. I said no because Im not signing. The attorney said The Key assumed I was going to sign, I said assume and me signing is two different things. I advised they should have had me present to sign any contract and being that I was at work I couldnt have signed and at the time it was signed I was serving dinner to my residents at work. I have since then been going back and forth about this 2020 ****** Camry. I was going to take them to court but I wanted to get everything together first which The Key has made sure they have not provided any thing I have requested. Plus, financially I did not want to invest in attorney fees at this time. I have requested payment history printouts for the past month and the attorney locked the account where The Key will not discuss the account. Now, Im calling for action. Im done taking and I want a paper trail. I want this off my credit and the car returned asap!

  

  Business response

  11/09/2022

  We have made several efforts to resolve Ms. ******** disputes.  Unfortunately, we have been unable to satisfy her.  While we dispute many of the facts she has stated in her complaint, we do not believe this is the appropriate forum for further discussion.

  Customer response

  11/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The Key does not want to discuss it here because they are aware that they have formed an illegal and invalid contract without my presence. They wanted ******************************* to resign contract and get his permission. I dont feel I need his permission since he did not sign the contract by verification of the documents and as it appears my name was the only one forged and in addition to this done outside my presence. I feel this company should be made to answer publicly for its actions and to resolve the actions since I have proof I wasnt there and that further The Key should comply and fix this asap! 
  
  Sincerely,
  
  ***************************

  

  Business response

  11/16/2022

  We have made several efforts to resolve Ms. ******** disputes.  Unfortunately, we have been unable to satisfy her.  While we dispute many of the facts she has stated in her complaint, we do not believe this is the appropriate forum for further discussion.

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