ComplaintsforPop-A-Lock Of Northeastern Wisconsin

• Initial Complaint

  10/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased a spare key fob for $280. After receiving my key, I realized that it was not working properly. I contacted the business, and had to set up a time for them to come over again to look at it. After they did that, they promised a new key, since the one made wasn't working. At this point, I have to set up a third appointment. After a week, the new key came in. The tech came to my house, looked at my original key and told me that he didn't think the new key would work either!! At this point, I'm frustrated and do not want to set up a 4th + appointments, I don't have the time. So I asked for a refund. I would give the key back, and just wash my hands of it. They refused. They REFUSED. I spent almost 300 on a faulty fob to have them order the incorrect one. I just want to be done with this company.

  Business response

  10/29/2022

  The customer's initial call was NOT for a spare key fob.  A spare would have been less expensive.  In fact, she had lost all her keys and called to get a new key.  The locksmith responded and provided service to the customer by generating a new key and programming it so she could drive her vehicle.  She used the key we provided for some time and then later reached out and informed us that the key we had made her wasn't acting properly.  Although it would still operate the vehicle it was working as it should.  The locksmith went out to the customer to inspect the key we made her and confirmed this was the case. He informed her the key is under warranty and we would be more than happy to replace it for her.  She was very understanding and agreed.  We did not have the key on hand and ordered a new key and scheduled a time with the customer to replace the key we had made for her with a new one under warranty.  When the locksmith arrived, he asked for the key we made back to which the customer said she couldn't find it.  We cannot warranty a product without receiving the defective one in return.  The customer then informed the locksmith that she had found the original key she had lost and no longer needs our key and would like a refund.  ************** services had already been rendered and we cannot refund because she had found her original.  The locksmith was on site and willing to program the new key (which was the correct key and would work for her vehicle which is not what the customer says in this complaint). Had the customer provided us with the original key we had made for her, we would have replaced her key on the spot and she would not need a 4th visit.  The customer then went inside her home and called our dispatch saying she wanted a full refund to which I replied that is not an option but we would be more than happy to honor our warranty and replace the defective key.  The customer then made threats of a ******************** report and contacting her bank.  Had the customer not found her original key this wouldn't have been an issue.  She is looking to get a refund because she  feels she has a no need for a 2nd key since she has found the one she originally lost.  Our offer still stands and we will replace the key we made for her with a new one under warranty.  However, in order to do this we must receive the defective key fob back and return it to the distributor to get credit.  As far as ordering the incorrect one, this is not the case at all.  This particular vehicle has 2 available keys one with a keysense feature and one without.  Both will work in the vehicle.  We always order the one with the keysense if the customer doesn't know which one they had.  Since this customer had lost her keys on the original call she couldn't verify which key she had.  The one we ordered will work just fine.  

  Customer response

  10/29/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [Please type your response here.]
  This is not accurate at all!! I'm coming to the realization that the technician that came to my house misinformed his boss and myself.  I DID want a spare key.  If you look in the call log, days prior I had called pop a lock in regards to locking my keys in my car at night.   That was an experience I never wanted to happen again. So I called again looking for a spare to keep at home.  I most certainly did NOT lose my keys. When the technician came the 1st day,  I literally had them.  We had just come home.  When he came back he 2nd time,  I had misplaced them in my house and didn't immediately have them.... but I always wanted a spare.  Regarding keysense,  I paid extra (according to the technician) for that to be on the key.  The key now does not work just fine.  I have messages stating that.  When the technician came to my house a 3rd time, the 1st thing he said was "yea this one's not going to work either " which is why I requested a refund.  I don't have the time for constant appointments to program my car.   I'm in school and work full time. We have 4 children.  My free time is precious.   I paid to have a spare key fob identical to my original in case i locked my keys again.  The technician is providing a false narrative
  Regards,
  
  *************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a key from this company to act as a spare for my original. The key was supposed to include a feature where it unlocked my doors when the key was in proximity. Not only did it not do that, but it was a struggle to start my car with it. The company brought a new key, and the lock ***** stated that the new one was probably not the right one either. Being frustrated by this, and having to be home multiple days for nothing, I asked for a refund. They refused. They expect me to wait longer until they reorder another key, which is more days off work. This is unacceptable

  Business response

  10/30/2022

  ***** and I the owner had a great conversation yesterday and have worked out a solution to the problem.  Thank you ***** for being so understanding and allowing us to take care of you.  

  Customer response

  10/30/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *************************
  

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