ComplaintsforLKC Services, Inc.

• Initial Complaint

  10/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  September 21, 2021 $132.66 = ($119.99 part, $8.68 Tax & $3.99 S&H). The business committed to provide a replacement key fob for my 2016 ****** ****** (no extra fees)The replacement key fob does NOT work (even after I spent more money hiring other company ($70 more) per LCKs (***************.com) recommendation. No resolutions offered. I called LCKs (***************.com ************) twice to get resolution. I called on 10/08 and spoke to *****. I called 10/11 and spoke to ***** They said I went to a wrong locksmith, but I had no way of going. I ended up buying another key fob from the dealer. Order number **********, Invoice # **********. Tracking number **********************

  

  Business response

  10/14/2021

  The customer was advised both before his purchase as well as after receiving the item to use our chat or phone service to answer any and all questions and concerns they might have. The customer chose not to use this feature before purchasing and therefore was not aware we do not refund for cash but instead refund for store credit. This info is available on every page of our web site with a link to the following pages: https://***************.com/shipping-policy and https://***************.com/faq. The refund topic on both pages is the very first topic and anyone bothering to read either page would know the refund for store credit policy within seconds. This customer obviously chose not to avail himself to these resources and once he ran in to difficulties in his local area wished to circumvent these policies.

  The answer to the question of a cash refund was no before, the answer is no now, and the answer in the future will be no. We will not make an exception for them, they will be treated the same as all our customers and will be expected to adhere to the policies that allow us to remain open for business helping the public at large. If this customer wishes to use his store credit in the future the funds will remain on his account indefinitely and they do not expire. In the future the customer is advised to use the resources and experts at their disposal to avoid running in to these problems in the future.
  

  Customer response

  10/21/2021

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:  When I purchased the key fob ($119.99 plus tax), the website said that there would be programming instructions.  When the key fob arrived,  it said that it could not provide me instructions to program myself because ****** does not allow that.  It recommended that I hire a third party to program the remote.   The company knew that the the remote was not going to be programmable by me and no instructions would be provided.  It was never communicated to me that I would need to spend more money to get it programmed.  So I hired another company to attempt to program the remote.  This company was not successful and changed me $70 (I can show proof).  When I left that company, I called ******* ** ****** and said that the company could not program and ******* ** ****** said it was my fault.  I should not have left that company and I should have called them at ******* ** ****** (per ***** at ******* ** ******).  ***** then told me that it is my problem that I did not call and they cannot help me and HUNG UP!  Then I called a few days later and spoke to **** (10/11). She told me I ordered the wrong remote... and that was why it did not work.  I went thru my paperwork and showed her it was correct.. then she said I went to bad key programmer.   She could not help me or contact anyone in their office, as they do not do that.  

  I would like to return the key for a full refund.. as it already costs me $70 programming and cannot be programmed.     I finally went and got a key made at the dealer for $203, because I needed a key.  

  Their website was misleading in that it represented that they would send you instructions on how to program.   It did not say it would tell you to go spend more $$ and hire someone else.  Then when I hired someone else.. they said they just did not know what they are doing.  

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

  

  Business response

  11/30/2021

  If you go back to the website page you purchased the item from you will see that the message you THINK said we would provide programming instructions for actually say, "programming instructions will be provided IF APPLICABLE". It also directs any buyer to email or chat with us to verify instructions are available for your specific vehicle. If you purchased this item out of operation hours we would imagine you would wait to ask this important question before buying.

  It is due to this very reason our refund policy is set the way it is. Too often people buy without knowing what they are doing, read without seeing the words they are reading, and do not ask important questions when directed to do so. Regardless of these all too often instances we still offer refunds for store credit and your credit will be placed on your account for the next time you need a key or remote. Since you would need to communicate directly with us to use your credits your next purchase will not have any questions involved and your experience will be much better.

  If your next response is that you do not wish to use our service a next time, that is your choice. The refund for store credit, however, is NOT. That will remain as a credit to you on your account for however long you wish to ignore that it is there, just as it states in our Use policy, and has been in our Use policy when you made your original purchase.
  

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