Complaints

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a key fob and key back in November 2023 with a 2 year warranty. I inadvertently dropped my keys, resulting in the key breaking. I gathered all the parts I could find and brought it back. First, they said I didn't buy it there. Then I produced my bank statement. Then, they said they wanted the "paper receipt" but later said they would accept the bank statement BUT that since I dropped my keys it was "my fault". People drop their keys all the time and the key should be able to withstand being dropped and should be backed by the company. Especially since the key costs almost $200 with the warranty. I am seeking to have my key fob that is still under warranty replaced at no cost to me.

  

  Business response

  03/19/2024

  On March 18th 2024 the customer came in asking for another key. We told her an emergency key would run $85 and would need to be programmed. The customer said that that was too much just for an emergency key, she then said she paid $108 for her remote key from us back in November of 2023. We explained to her that was incorrect and she insisted several times that we were wrong. Other customers started coming into our store and she stepped off to the side to pull up her bank statement since she didn't have her paper receipt. After a few minutes the customer found the bank statement which was around $175.  We told her at that point if she could produce a receipt we would honor our LIMITED 2 year warranty with the remote. We also offered to fix the remote that she had dropped and lost the chip out of it which didn't allow it to start the vehicle anymore. We told her that it would be $85 to fix her remote because we would be destroying an emergency key to accomplish that. To our knowledge the remote portion of the key, which unlocked and locked the doors and set alarm off still worked. We didn't verify it, we took the customers word for it because she told us that at the beginning of the conversation. In summary the customer wants her remote replaced because she dropped it in a parking lot and lost the chip. Our warranty cost no extra money and doesn't cover lost pieces or parts of keys or remotes.

  

  Business response

  03/20/2024

  Here is a phone call she made I feel like I`m being blackmailed .
  
  The major problem is that the manufacturer will not warranty a remote or key
  
  With parts missing and when she broke it she didn’t pic up all the parts my shop Mgr gave her some cheaper options but she is unreasonable and will not accept any responsibility for her actions
  
  ____________________
  
  *** ********, Owner
  
  Rick’s Lock & Key
  
  **** **** ******** **** ************ ** ***** ***** ************ ******* ************

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