Complaints

• Initial Complaint

  05/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a replacement key for my Hyundai. I received a confirmation order from the website regarding my order. I have not received my order or have I received a response back from the company regarding my order. I have left serval voicemails and sent emails regarding the issue. I was charged $136 for this transaction and have not been able to receive a refund or receive my product.

  Business response

  08/29/2023

  Response: Hello Mrs, *******, first and foremost we want to apologize for any inconvenience you may have experienced using our platform. I have looked into your case and it shows on our end you had never successfully completed your proof of ownership form. Furthermore in the image you have provided it states your order had been put on hold until we were able to confirm proof of ownership which is mentioned during our check out process. We are unable to process your order without receiving all documentation. 
  
  It's important to note that all customers when checking out the funds are only placed on hold. We do not withdraw any funds until receiving proof of ownership and processing order. If proof of ownership is not supplied within 7 days then the hold will be released automatically and the order will be rejected and on our end that seems to be the the case with you. 
  
  Please confirm the funds were taken out of your account and never returned and we are happy to provide a full refund. 

• Initial Complaint

  12/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order 10/18/2022, today is 12/9, and I have yet to receive the key and FOB I ordered with very little response from this company.

  Business response

  08/29/2023

  Response: Hello, upon further investigation it looks like we were never able to verify proof of ownership there for no funds were ever taken for this order. This order was cancelled on our system. When making a purchase please ensure you have all the required documents in order for us to proceed. Otherwise, upon check out we will place a hold on funds and until we receive proof of ownership or after at this time (30 days) but it's now 7 business days if no proof of ownership is received then the funds are released and never collected and the order will be marked as cancelled. 

• Initial Complaint

  11/12/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Sent all my info (registration, title etc) they mailed me a car key for the wrong year, it should have been 2013 per all my paperwork and they erred and sent me a 2019. CHarged me over 250 dollars. Key does not work. I've called twice, emailed multiple times and NO response. I want to return this key for the correct one or a refund.

  Business response

  08/29/2023

  Response: Hey *****, I'm sorry for the confusion that may have occurred. We will happily refund you and apply $250 Credit towards your account so you can purchase another key. I am not entirely sure what happened on this one and I spoke with our team. It seems there may have been a mix up and that it was rectified? However, I understand things happen and can be frustrating. WE want to make sure you were taken care of. We have sent an additional email that we have on file for you asking for further details. 

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered Keys from Car Key Duplication back in November 2021. The keys came but wasn’t programmed to the car. I realized that Car Key Duplication rented a Car Key Programmer, so on June 5th 2022 I ordered a rented Car Key Programmer. I received a phone call the day after I placed the order saying they were all rented out but had more coming that Wednesday was it ok to wait. I said it’d be fine to hold off an extra two days. I’ve since called with no response, emailed with no response. It’s been over a month!

  Business response

  08/29/2023

  Response: Hello Mrs. *****! I apologize for the delay on getting a programmer out to you. During this specific time we had quite a bit of orders on going and a shortage of key programmers. I see the rental was never processed and no funds were ever pulled as we were unable to fulfill the order at the time. We have worked rigorously day and night to change our procedure and are proud to say we have come a very long way with our order process being back to same day processing and plenty of key programmers along with additional support! We are happy to apply a $50 Coupon code for your next order (Covers rental fee or a free spare cut by photo) should you consider to give us another chance. 

• Initial Complaint

  07/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On 05/29/2022 I ordered a key fob, a car key cut by vin, and a key programmer. I was charged $224.70 on my PNC Bank debit card. I was told the key would arrive within 3 business days. As of 6/4/2022, I still did not receive the key and was told the following. I reached out to the company: “I called on 06/04/2022 and was told I would receive an update. I still have not received an update. I called back this morning 06/07/2022 and was told I would receive a call back. Still have not. Can you please update me on when my key will be shipped? Order #***** Do you have an update on this order?” Response from company: “Hello, Thanks for reaching out. Upon checking your order we are waiting for a shipment of programmers to get in this thursday so we can fulfill your order. Of course if you are unable to wait until then we are happy to offer a full refund on your order.” My response: “No, I do not want to cancel. Please continue with the order, but please keep me updated. Please.” Finally received the key on 06/13/2022. On 06/22/2022, I reached back out to the company as the key, fob, and programmer did not work as per their website guaranteed. I reached out to the company with: “Regarding order #*****. I attempted to program the car key via the programmer provided. I followed the instructions that were enclosed with my key, and after several failed attempts, not only was I unable to get the new key provided programmed, my old key no longer works. I had to have to make an emergency call to a local locksmith so I could get to work today. With that being said, I am extremely frustrated at the length of time my order took to receive, and the fact that the key did not work. I am now out an additional $300 due to the emergency locksmith car. I have repackaged the key, the programmer, and the directions. I am kindly requesting a refund for a key that did not work. Thanks in advance.”

  Business response

  08/29/2023

  Response: Hello Sir, generally we don't offer refunds after cutting the keys as it states in the DocuSign multiple times. However, it looks like our support team made a rare exception for you. I just want to confirm this refund was never sent? I see it was requested for a different method then original payment. Please reach out to our support team so we can investigate further and we are happy to honor it. 

  Customer response

  08/29/2023

   
  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

  06/22/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a replacement Subaru FOB on 6/10/2022 and was charged $265 on my American Express. I subsequently submitted documents to Car Key Duplication including proof of insurance, registration, and drivers license. I have not received the FOB and each time I call I speak to a different young man who says that someone will call back within 24 hours and no one ever does. I believe this company is fraudulent. I am very nervous about the documents I provided to them and how they may use them. Of course, I would also like to recover my $265 but most importantly, this website needs to be reported and shut down to avoid them scamming anyone else in the future.

  Business response

  08/29/2023

  Response:  Hello, I want to assure you that we are very much real and not a scam. We are first to market to provide such a service and have faced many challenges during the first couple of years getting started. However, because we are constantly looking for ways to improve our service we have come a very long way. I believe this order was reported as fraudulent and funds were returned back to you. I do not show record of processing this order, I see it being put on hold due to not having any programmers in stock that would work for you. The different agents you were speaking to were an old 3rd party dispatch company we were using to help provide a better customer experience however they could not collect any personal data. It was essentially a glorified voicemail service. I am not sure where the disconnect happened but would love the chance to make things right. I assure you our website has come a very long way in means of customer service and experience. Should you ever consider giving us another chance we would happily comp you a free $100.
  
  Also, it should be noted that the proof of ownership is handled via DocuSign which is secure and safe and a necessity to keep keys from going into the wrong persons hands.

• Initial Complaint

  05/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On 4/21/22 I ordered a metal key and a remote fob for a 2006 Saturn Vue. They arrived and the key worked but the fob did not. I have called 5 times, and each time they told me to keep the phone line open and they would call me soon. I never got a call. The phone line was open and available. I can't seem to get anyone from that company to help me out. I am done trying.

  Business response

  08/29/2023

  Response: Hello Mr *******, I apologize for the delay in communication on our end. More then likely this was being directed to our temporarily sub contracted support team that was meant to provide assistance for these types of issues but it looks like not only did they fail to help our team did as well. I think it's important to mention that the Fobs do not come programmed to your vehicle. You have to on-board them yourself and we supplied you with the on-boarding instructions. I am happy to send you another FOB for you to try, but all we can do is send you the product and it's up to you to follow on-boarding instructions to program said product. As you mentioned we were able to get you a working key, we would not have any gain sending you a non working fob. Please reach back out and let us know how we can right our wrong. We are happy to send you a free spare key on the house as well as that was fortunate enough to work for you. 

• Initial Complaint

  05/14/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On May 4th, 2022 I placed an order for a car key. They immediately charged my credit card $75.25. Order number was *****. They sent me an email that needed my action. They needed me to send a copy of proof of insurance, photo of the title, my signature, among a few other things. I did not complete this right away because the car was in the shop and some of the documents that I needed were in the car. So it went a few days. Car has several issues and we decided we do not need a spare key and I never sent them the needed documents. I tried to log into my account at Car Key Duplicate and it would not allow me. So I emailed them on May 11, 2022. Explaining to them I'd like to cancel my order. I did not receive an email back so I decided I'd call them later that same day. A gentleman answered, I explained the situation and he said fair enough and that he would have his manager call back within 10 minutes. I never received a call. The following day I called back (May 12th). A different person answered the phone. I explained the situation to him. He said there was no reason that anyone needed to call back that he would cancel my order and I'd receive an email stating that. Never received an email. I also emailed them that day again explaining everything that had occurred. May 13th, I called again. Another person answered the phone. Explained the whole thing and he assured me that someone would call by the close of the day. Again no call and no refund to my account. I emailed again at the end of the day and told the company that I would appreciate a refund or I was going to look into what actions I could take against their company. I would appreciate any help that you can offer me so that others do not fall into the same trap I did. Thank you for your time and help.

• Initial Complaint

  04/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed this order on 1/29/22 and paid $173.75 (including Security Deposit for Honda Key Programmer of $50). The key sent to me did not work in my ignition. I was subsequently sent two more keys - neither of which works. I returned all of the items for a refund, since I can't use the keys they sent and will have to go to a Honda dealership for a duplicate key, which will cost me nearly another $300. I have received a refund for onbly the $50 deposit on the programmer. I would like the remaining $123.75 for keys I cannot use.

  Business response

  08/29/2023

  Response:  Unfortunately our team did everything they could in order to try and get your key to work. Upon further investigation, the keys worked in the door however not in your ignition which would be an indication that your ignition had been replaced/rekeyed. Which is extremely common for some of the older ******** In fact, so common we sale kits that we send out to mechanic shops with rekeyed ignitions and door locks as a kit back to the factory assigned key code. Unfortunately, in scenarios like this in our DocuSign that you agreed to in the terms in states we do not offer refunds on ignitions that have been rekeyed. It is up to the consumer when ordering a key cut by vin as we can only cut what keycode the vehicle was assigned with upon manufacturing. Unfortunately, we have already done everything we could for you and wish we could provide further assistance. We would be happy to send you an ignition for your vehicle keyed to factory keycode at a discounted rate and could apply some credit to your account for this or give you a 1 time discount code if that would be helpful.. Please let us know!

*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. ↩