Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went to a kiosk to duplicate a key. It was advertised that it would work or you get your money back. I had two keys made and neither of them worked.I tried to put a request for a refund through their website but it comes back as undeliverable. I tried 2x. I also tried a generic information request through their website and that was undeliverable as well. I tried calling their number a couple of times and no one answers and there is no answering machine. It was a kiosk so I don't know how I could possibly reach them

  

  Business Response

  Date: 09/17/2024

  Hello, 

   

  We apologize for any inconvenience the customer experienced with our keys and have taken action to issue a refund. The customer was also contacted and should see the refund within 3-5 business days. 

   

  Thank You, 

  Aj 

  Customer Answer

  Date: 09/17/2024

   
  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. It satisfies my complaint but I hope in the future and for other customers they fix it so there is a response without needing to go through the BBB to get a response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased 3 duplicate house keys that did not work. I requested a receipt from the kiosk, it did not print one.Tried contacting customer service three times to resolve issue. Have not heard back. I cannot recommend this company.

  

  Business Response

  Date: 08/21/2024

  Hello, 

  We are sorry to hear about the experience the customer had with our keys/kiosk, we are taking steps to ensure the kiosk is calibrated properly for key accuracy. We've reviewed the customer's call and transaction details found that the customer was refunded for the amount of $10.60. Our kiosk email receipts and sometimes they get stuck in the spam folder, please ensure the customer has checked his spam folder as an email was sent to email handle workboxstaffing.com. Please let us know if there's anything else we can do. Again, our apologies for any inconvenience this has caused. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 08/23/2024

   
  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

  Date:08/09/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I spent a little over $13 for 3 keys that do not work and one got stuck in the door, causing a headache! All 3 seemed to be a different size! They also did not send a receipt to my email. ****** doesn't provide a refund since they kiosks are independently operated, so they would not accept them back on my next trip to the store, so I contacted them online for a refund. They could not find my transaction with my card so I had to look the information up on my card statement since I had no receipt. They stated they could only provide me coupons for keys that don't work since it was over 30 days. No where on the machine said you must request a refund within 30 days and they never sent me a receipt so I'm not sure if the return terms would be on that, but they should advertise these terms because "Money Back Guarantee" in huge letters on their kiosks does not equate to within 30 days.

  

  Business Response

  Date: 08/13/2024

  Hello, 

  We're sorry to hear that the customer's keys didn't work. We will have one of our techs visit this location to ensure that it is calibrated properly. A refund for the transaction is in progress. We apologize for any inconvenience this may have caused. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:06/22/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought 3 keys and not one worked in my door!

  

  Business Response

  Date: 07/15/2024

  Hello, 

   

  We apologize for the inconvenience the customer is experiencing and are working towards a resolution. We've attempted to call the customer to get more details about the transaction location and the store address but the phone number provided wasn't active. We have sent an email to the customer and are awaiting on a response to move forward with the requested refund. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:05/16/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 6, 2024 I had 3 keys made at one of Minute key kiosk that did not work even though it said 100% guaranteed. I called to if I could have them adjusted to work ,& they offered a coupon to do the same thing. I went to ****** but they wanted over 9.00 for 1 key this time, & 8.00 for ec additional key. I called my ************** advised that she would get the duplicates because I shouldn't have to run around back & forth for something 100% guaranteed & didn't. I'm 71 with only one house key so she was very concerned that I may lose that one. I called back today 5/16 to request a refund but was informed by ***** that I didn't qualify for a refund & must use the coupon. This is bad business practices & false advertising since it states 100% guaranteed. I never got what was promised to me & what I paid for. I requesting a refund. These machines should be taken out of the stores or inform of correct procedures when don't work.

  

  Business Response

  Date: 06/07/2024

  Hello, 

  We regret to hear the experience the customer had with our kiosk. After further review it seems that there may have been some confusion regarding the coupons that were issued.

  We've gone ahead and reimbursed the customer for the amount requested and have taken the necessary steps to recalibrate the kiosk and test it for key accuracy. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:05/10/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Used their key-making kiosk on April 5, 2024 to make 8 keys.None of them worked.Reached out to customer service through the website to request a refund. Between April 12 - May 2 I have a trail of 16 emails between company and myself.They repeatedly asked for the same items (pictures of the keys and receipt) and gave me the run around. Told me to go to my bank to get refund.Told me they are sending to "Canadian Team"Said they can't locate the charge despite my receipt.Keys are for my work which is a charity. I had to go out and purchase additional keys while I wait.

  

  Business Response

  Date: 06/05/2024

  Hello, 

  We've reviewed the customer's inquiry and found that the customer requested a refund on 4/15 and received an immediate response from Minute Key customer service, stating that a refund request was submitted. The method of payment used for this transaction required our credit card vendor to request the refund directly from the customer's banking institution. We've verified with our vendor that this request was successfully sent and that the refund should have been reflected on the customer's banking statement. We apologies for any inconvenience that this has caused the customer and will reach out to ensure that the refund was received. 

   

  Thank You, 

  Minute Key

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21694762
  
  I am rejecting this response because there was no refund for us into our bank account. How would they know what bank account we use? I used a credit card for the purchase. The refund should be added to my credit card. The explanation they give makes no sense and is false
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/13/2024

   Hello, 

  We understand the customer's frustration and apologize for any inconvenience this has caused.  We are working with our payment client in ****** to have this matter resolved as soon as possible. We've reached out to the customer to notify them of next steps. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Called minute key from a ****** search. Locked my keys in my car in Lowes parking lot. Called the minute key number. I was then contacted by a technician. He arrived in 30 minutes. Got my keys out of my car within 5 minutes. He charged me $185. I paid and then called to dispute the charges. I confirmed the current rate in this area is an average of $80 for this service. Minute keys website states that there are no hidden fees and up front estimates before the tech comes out. I never received an estimate. I finally got an invoice after several requests. The customer service rep said there was a $29 service call fee and the service charge can range from $90-200 depending on complexity of the job. My job was done in 5 minutes with the use of basic tools and no issues, but they still couldnt explain why my service charge was on the higher end of their range. On the bottom of the invoice it says that the customer was satisfied and there were no complaints. I asked for that to be removed and they said they could not remove that. I asked about leaving a review and they conveniently didnt have a ******** page or website or way to send a review. The manager I spoke with was very rude. This was the worst service experience I have ever had.

  

  Business Response

  Date: 04/09/2024

  Hello, 

  We've reviewed the customer's inquiry regarding the charges of the service that was provided by our third-party vendor. The customer was quoted a range of $60-$150 plus the $29 service charge. We've requested that an invoice be provided to the customer of the charges and were told that the invoice was sent. 

   

  Thank You, 

  Minute Key

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21483798
  
  I am rejecting this response because:
  This amount was not quoted to me up front on any of my phone calls or interactions with the third party vendor. It was only told to me after the service was performed. Minute Keys website states that there are no hidden fees or charges and all prices are disclosed before the service begins. I would like a refund of $85. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/12/2024

  I am emailing to inform you that minute key has reached out to me and refunded $85 towards the service cost that I was originally charged. It has hit my bank account so I would like to show in my complaint on BBB that they have satisfied my request. How do I go about doing that? Do you have a link that I could follow to be able to do that? 
  
  Thank you,
  *******************

• Initial Complaint

  Date:02/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Attempted to get duplicates of a house key at a Minute Key kiosk at a ******* the morning of October 1, 2023, paying $8 for two keys. Two keys came out but were uncut, i.e. they were blanks that hadnt been cut to match my original. ******* customer service told me to talk to **********************. At the Minute Key (also called Mr.Key) website I filled out a complaint form and in reply was told I would be sent a refund gift card. This arrives, is registered and I attempt to spend it. No go. After many phone calls, being told by screens I needed a PIN, being told by Filipino call centers I needed an activation code, attempting to use it as a credit card, being told by screens Unable to accept. Contact card issuer, I tell Minute Key I am going to complain to my state attorney General's ******************************* Now my questions are answered by a ******* of "MinuteKey escalations". She tells me the card has zero balance and that she will send me another card, but later (by now it's February) that she cannot because the balance on the card was spent in my city (********* **) back in November. I'm not sure if she is making this up but I didn't spend it and don't see how anyone else could have. So in the end, no keys, and after hours of phone calls, emailing and waits,.no refund.

  

  Business Response

  Date: 03/14/2024

  Hello, 

  We've investigated the details of this refund and our findings show that the original card was sent with the $8 loaded per the refund request. We currently show that the original card now shows a balance of $0. Due to the misunderstanding of the pin when when the customer tried to use it we are sending an additional card for the amount of $8 dollars. The new card was issued on 3/11 and is in transit. We ask that the customer give it 4-5 business days for it to arrive. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 03/21/2024

  Just mailing to thank you for contacting the business with which I had an issue. The problem was finally resolved and my money refunded.

• Initial Complaint

  Date:12/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ********* ******** ******* *******. I used the Minute Key kiosk to have a key made. I only needed one key. I inserted the key, chose my type, the cost was $4.99. A screen popped up for a free key, which I didnt want but there was no way out of the screen. So I chose the free key. The next step was payment and it wasnt until I paid that they show the amount which was now $10.48. At that point there is no way to go back or cancel. I had the customer service rep look as well; you have NO CHOICE to get out of it. Theyve already scammed you into buying a second key. Dont show the amount theyre charging you until youve already paid and you cant cancel and get your original key back, nor can you go back a step to fix anything. Its very obvious that this is intentional. I called them while still standing at the machine and they refused to refund the amount for the second key. Its only five dollars but Im livid that I got scammed. Although this is a third party machine ******* did see that this was not a good business practice and refunded my $5.25. I will be contacting them as well.

  

  Business Response

  Date: 12/11/2023

  Hello, 

  We regret to hear that the customer had issues with our interface and will investigate the transaction. There should have been an option to opt out of our Buy 2 get 1 free promotion. The promo is to help the customer save money on needing more than two keys and we take this feedback seriously. We apologize that the customers experience didn't meet there expectation as well as ours and will issue a full refund for the purchase. 

  Thank You, 

  Minute Key 

• Initial Complaint

  Date:11/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had 5 keys made for my office and none work. Because I purchased the keys within Lowes Hardware store, I waited until my next visit to the store to request a refund. I was told to contact MinuteKey and I did, but told it was over 30 day (by 12 days) and I could not get a refund. I never was given any return policy when I purchased the keys. I was offered coupon codes to make more keys, but I only needed keys for that one use and the Kiosk is out of order and Lowes has no idea when it would be fixed.

  

  Business Response

  Date: 12/04/2023

  Hello, 

  Please accept our sincere apologies for the inconvenience you may have experienced with our kiosk or keys.  
  
  At minuteKey, we take pride in ensuring our customers satisfaction.  Unfortunately, we did not meet your, or our own, expectations. We are taking steps to resolve these issues and our ultimate goal is 100% customer satisfaction. We will reach out to the customer and ensure that this will get resolved. 

   

  Thank You, 

  Minute Key 

  Customer Answer

  Date: 12/11/2023

  A MinuteKey Representative die get back to me with a full credit which I am highly grateful for.
  My is fully resolved.