ComplaintsforKeys on Wheels

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 17, 2024 I called Keys on Wheels to assist with me being locked out of my vehicle. A guy in a van came to assist, it was freezing cold and took over 2 hours as he did not have a key faub with him to provide, but charged my credit card $281.45. I paid for a faub that would serve to lock/unlock my doors, click my alarm on and open my vehicle's rear hatch. I was only provided a single plain key that only starts the ignition and has never functioned to even manually unlock my doors. At the end when I had to leave hours later to pick my child up from school, the guy shoved my glove box to make it shut and jammed/damaged it with his force. I have items inside that I still can't get to bc the key provided won't unlock it. It's jammed because it won't open even tho the key moves the lock. I showed him this problem before he left. It was completely functional before this. I even allowed this company to reschedule the appt to provide a faub to me a couple of weeks later, even though I live over an hour away from their closest service area and they didn't show up after I scheduled in advance. I called in and said, hey where are y'all and was told they'd send someone and to wait another 30 minutes. I was by this point beyond upset and drove home. They have refused to provide a full or even partial refund and I was hung up on by a customer service rep while explaining the issues even though miraculously I was not cursing or being disrespectful at all. She said I was interrupting her and hung up. ?? I actually wasn't and she just didn't want to address the issue. They monetarily owe me at the very least a partial refund for price difference between the regular key (works for ignition only, nothing else) and the faub I paid for, in addition to more than likely having to repair my glove box. I'm can get an estimate from my dealership if needed. Photos of credit card pymt, jammed glove box, key I was provided & style of faub I paid for but didn't receive.

  Business response

  03/25/2024

  Hello,

  We have tried to contact you multiple times in order to resolve the issue. But every time we get a different excuse why you can't make it to the appointment. 

  We will gladly replace the key, however, before our technician started working on the vehicle, you asked him if he can open the glovebox that was stuck. He called the office to ask if he can try and do it.

  The glovebox is not something that we did, we only tried to help you open something that was already stuck, and out of our scope. 

  Customer response

  04/04/2024

  One of the security guards at my work was present the whole time & witnessed your tech being in my glove box to turn off alarm that he set off.  Wiring is in that area to disengage the alarm...not excuses...I showed the second time, y'all didn't.  I was present twice with no resolution. No more wasting my time. No faub & a damaged veh, tech did call in, but it was to tell y'all he damaged my gb. BBB Rep *** mediate as I don't wish to comm w liars/fraudulent bus owners... that's why I opened this claim in the first place. 
  

  Customer response

  04/04/2024

  I am rejecting this response because:   of the added info I just provided.

  Business response

  04/04/2024

  Same pictures was provided again. As we said, we will gladly replace the key for you, you need to reach out to the office ************** and they will coordinate a technician that will replace your key. 

  Customer response

  04/06/2024

  I am rejecting this response because:   of already stated reasons. No more opportunities to this business to waste my time w/this faub situation when I already have tried w them twice. And have a damaged glove box for my troubles.  Please get on with the process.

• Initial Complaint

  01/18/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called to get my car unlocked it was a dispatcher who had someone call me back. They charged me $320.00 to unlock my car door. Upon doing further research it should have only cost under a $100.00. This happened here in Mo. But the business is actually located in LA. I would like to pay what I should pay. I would like a partial refund in the amount of $250.00.

  Business response

  01/22/2024

  Hello,

  I will need more information in order to look you up in our system and get a better understanding about what exactly happened. 

• Initial Complaint

  05/18/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I called this business on 05/08 and explained that I needed key fobs programmed to a car I just bought with no keys. The lady gave me a quote, and I continued to call other companies. But that company kept calling me back asking for the job for the next 2 days. After speaking with other companies they were the best choice so I called back on 05/10, and confirmed the price. She stated the quote was a starting price based on the difficulty; it could be more. I explained the keys were new and the *** on the car were also new, just purchased from the dealership. She said ok and had a tech out that day. I explained to the tech that everything was new he said no problem and started to work on my car. About 30 minutes later he advised me he didnt have the right tools someone more experienced would come back the next day and since someone had to come back, instead of taking the full amount, (which wound up being higher than the quote over the phone), he said he would take half the money now. I gave him $100, The next day the same technician came out stating he brought the right tool to complete the job and if he had any issue senior techs were a call away. He also demanded the balance of the charges, $115.42, before he started work, which I paid. About an hour later I get a call from their office stating the technician CANNOT program the keys due to the *** not programmed to the car. I advised her that I stated originally it was new and nothing was said about it. I stated I advised the tech that and he also had no issue with it. But now that I have spent over $200 she stated she told me on the phone it all was non-refundable. I said I dont remember anyone telling me that, only stressing that the quote could go up and that's all. I feel there were several times the company could have confirmed some things prior to offering to do the work. I didnt know the *** had to be programmed first. The dealership didnt tell me that when I purchased the items from them.

  Business response

  06/21/2023

  Dear customer,

  I went over the work order from the initial order when you called us. 

  I also listened to every single recording of you with the staff in the office.

  From the 1st time you called **, we explained you that if we are required to program a key that wasn't purchased from us, the charge will be upfront and that WE CAN'T give any warranty or guarantee that it will work.

  Since we didn't provide the key (or the **** we have no way to know it's origin, what type if key is it, and if the *** and PN are matching your vehicle. 

  So yes, I completely understand it's an unpleasant situation to be in, but you were informed multiple times about our policy and you agreed to it.

• Initial Complaint

  08/30/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  8/23/22. Y**** N**** came to my home to change one lock, install one new lock, and rekey two locks. He quoted me a price for these things and I signed off on the quote (total of $711.20). After the work was completed, he changed the quote and charged me $1054.35 for the services rendered and added additional services that were not performed. When I questioned N**** about the amount, he said those were services completed, when I disagreed, he continued to be persistent that those were the charges. As a woman alone with an unknown man in my home, I did not feel comfortable arguing with this guy about the charges as I felt my safety and well-being were at risk. I have contacted the company on 5 separate occasions. I have been told that I would receive a call back 3 times and have never received a call back. I have explained multiple times to multiple people, including Hannah and Ivan, the issues I have encountered. I have offered to have people come to my home to check and verify what I am saying. This company has refused to send someone to my home to verify the work that was done. They have also refused to refund me the additional charges that were added to my bill fraudulently. They have thus provided services that use manipulation, intimidation, and fraudulent charges and have refused to work with me to appropriately bill the services rendered.

  Business response

  11/07/2022

  Business Response /* (1000, 7, 2022/09/15) */ Customer received a refund of $343.15 And was supposed to close this case.

• Initial Complaint

  08/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  This company is predatory and somewhat fraudulent. They first and foremost write their own reviews on Googlg / yelp etc. they provide a service for keys... their warranty for the keys last 90 days, but generally you would expect that paying $500 for a new key would last longer than 3 months. When spoken to logically, they quickly shoot down any chance on reconciliation and want to charge for a full reprogramming fee. This is mostly just revolving around a practice that is clearly not fair and sets up consumers to pay again and again for a necessity. They should be liable to ensure that your key works, especially if there is no damage to the key!

  Business response

  10/03/2022

  Business Response /* (1000, 5, 2022/08/19) */ Dear ****, As you mentioned, we are providing a 90 days warranty on our keys. When our technician left your location, the key was working and you were able to start and drive your vehicle. If everything worked for 3 months, and now doesn't work, it doesn't mean something is wrong with the key, it could be that something is wrong with the car, and for that, we can't give any warranty.

• Initial Complaint

  07/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I needed a door key made as I didn't have one. I requested the company to come and create it. After they had done so I went out to my car and found that my glove box had been broken. The seams no longer line up, the handle doesn't do anything and it is stuck unable to be opened. When I called the company they responded with the tech never touched it but this morning when I was in the car it was fine. I was also told to get a screwdriver and unjack it myself.

  Business response

  09/16/2022

  Business Response /* (1000, 5, 2022/08/02) */ Hello, Please send us the phone number and address you used when you booked the service with us, so we can look you up in our records. Consumer Response /* (3000, 7, 2022/08/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) ************ ****************************

• Initial Complaint

  06/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  05.2022 I called for key fob. 6 techs came out to try and fix what the first 2 techs messed up on. They broke my own key fob that came with my car when I bought it and now can not start the car the way its supposed to. The techs told me I have to start it a different way now because they cant fix what they did. They messed with my car key start electronic dashboard. They did give me the refund for the car because they couldnt do the job or fix what they broke. Also now my car will not start and I had to have it towed to the dealership to get fixed and will cost over 1k. I did sent keys on wheels the invoices and email and now they are treating me as if they did nothing wrong. The last tech that came out was their master tech per say and he told me he doesnt know what the other guys did and could not fix it and they would make it right and to speak with the owners. I have never been able to speak with the owners as of yet today. I also have a video of the tech admitting he doesnt know why my own key fob and all their key fobs didnt work and not sure what the heck the other tech did. All I want is for them to do the right thing and pay/fix what they broke on my car. The car has been in the dealership for 2 weeks now as this whole time ive been patiently waiting for management to call me and even come see my car and still nothing until today when they tell me they did nothing wrong. I would never treat a customer like this and with their business being a multi million company I know they can make it right if they wanted too. I feel because I am a woman they are gaslighting me thinking I will let it go. I wont because I need my car and all they did has cost me a financial hardship that should have never happened but did and when they told me they would make it right I trusted them and still today no progress or resolution. Please help me. I have emails/texts and invoices also. Please help me, help them do the right thing. If they say other wise they are wrong/liars

  Business response

  08/22/2022

  Business Response /* (1000, 9, 2022/07/14) */ This entire story is made up. We didn't do anything to the customer vehicle. We made him a key that worked, and now the customer is trying to blackmail us. The entire case is handled with the company attorney.

*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. ↩