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:09/22/2023

  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 purchased a key through a MinuteKey kiosk on May 27, 2023. I didnt try the key until recently. The key is not good - very **** and sounds to be scratching my lock when I use it. I do not want to damage my lock or break the key in the lock, so I wont be using it. I reached out to MinuteKey today and was told i could not get a refund because it was over 30 days. On the kiosk I saw that they have a guarantee for their key. When reaching out today I was told it was over 30 days and I would not get a refund. I dont think that is right when their guarantee doesnt say 30 days on the kiosk where the guarantee is pictured nor on my email receipt! The refund timeline information is not clearly available to customers based on the information I could readily see and the key quality for the key produced is not good/not usable/unsatisfactory quality!Furthermore, today in their email reply I was asked for my specific information (which now makes me uncomfortable having given it to them) including after I shared in my original email that I was told by your customer service telephone representative ***** that I could not get a refund because it was after 30-days. I did not realize not see this advisement and only tried it recently. and for nothing. They are helping to resolve my concern and again the key is not quality to be used!Im including a picture of the kiosk, pictures of my receipt, and pictures of todays email reply from MinuteKey.

  

  Business Response

  Date: 09/26/2023

  Hello, 

  We're sorry to hear that the customer had an issue with our key and will try to make this right. The key was purchased May 7th making it a more difficult to refund in our systems. We will follow up with a customer to resolve this. 

  Thank You, 

  Minute Key 

  Customer Answer

  Date: 09/26/2023

   
  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. If the Business does not follow through within 14 days to satisfactorily resolve my concern, I will reach out again to BBB to follow up.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:09/06/2023

  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 Minute Key's locksmith service. They were fast and able to open my car, but they did not tell me the cost ahead of time as they list on their website. I ended up paying paid $340, and typical services go for $70. I also have been trying to track down an invoice so I can get reimbursed by AAA, and I keep getting sent to a line with a full mailbox, and no one at customer service is able to help me or even get back to me... Absolutely horrible experience.

  

  Business Response

  Date: 09/26/2023

  Hello, 

  We are sorry to hear that the customer's experience with our locksmith service was subpar. Minute Key offers a locksmith solution to our customers in need through our locksmith referral program. We will follow up with our affiliated locksmith vendor and escalate the complaint. Please allow a few days for us to gather all the information and we will respond to the customer. 

  Thank You, 

  Minute Key 

• Initial Complaint

  Date:06/21/2023

  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.

  On May 12, 2023, I made a copy of my house key at the Minute Key kiosk inside the Canadian Tire store ****************************************************** I paid $5.64. However, when I came home to try the copied key, it doesn't work. I reached out to MinuteKey. They responded on May 16th stating they have issued a refund and the money should return to my card within ***** business days. I messaged MinuteKey again on June 6th telling them I still haven't received my refund although it's past 14 business days now. I messaged again on June 7th since I didn't hear back from them. Then on June 8th MinuteKey replied saying they have forwarded my credentials from their production system to their processing team again, with added details. I was promised in the email that "they will always respond within 48 hours". Nevertheless, no one ever contacted me again since then from MinuteKey and I'm still out of my refund money. I emailed again on June 14th to follow up but MinuteKey is not responding to my emails anymore. I even called on June 14th and I was bluntly told to keep waiting indefinitely for my money with no ETA on when I will ever get my money. I'm at my **** end at this point and don't know what to do. It's exhausting and stressful to keep chasing a big company for a simple refund.

  

  Business Response

  Date: 06/30/2023

  Hello, 

  We're sorry to hear that the customer is having issues obtaining their refund. I do show it was submitted several times but banking communication between vendor and ************ has taken too long to process. We've by-passed the refund process and will move forward with sending the customer a check for the amount requested. We appreciate the the customer's patience in this matter and hope to have this resolved as soon as possible. 

  Thank You, 

  Minute Key 

• Initial Complaint

  Date:03/14/2023

  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.

  Recently I called Minute Key for services, I needed a key fob for my CX-7. I have been requesting a receipt for 3 weeks. And every time they either try and confirm my email assuring me that I will receive it that day or they transfer me to an extension that never answers, or they tell me that It has been brought to the managers attention. So, when technician showed up, I showed him the *** I had previously and told him that's what I wanted. Well 2 1/2 hrs later he comes to my door and says he can give me a great deal if I pay cash, he also says that if anyone calls to verify my vehicle tell them that it's a CX-5 not CX-7. and hands me a key not a *** as requested and says that it will be $480.00. I asked for a receipt, and he said because it was all done on the phone, and I pad that he would have to send it when he gets back to office. I call several times every day and can't get a receipt. In the meantime, I called the dealership and ask how much for a key *** for my car and was quoted $500.00. I feel like Minute key ripped me off and tore my ignition apart to assist making the key as I have never had a key Just a ***. I have also requested a mailing address for them and they refuse to give me one but their number is ************

  

  Business Response

  Date: 03/14/2023

  Hello, 

  We are sorry to hear about the inconvenience that the customer experienced with our locksmith referral program. Minute Key offers a third party ***************** to our customers in need. We don't control the price or the transaction details on what was agreed upon for the service. We have escalated this request to our third party to obtain a receipt for the service that was provided. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 03/15/2023

   
  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,
  
  *********************

   

  Hello,

  Although, I won't receive any kind of a refund I would still appreciate a receipt. I'm also at a loss to why Minute Key would allow a 3rd party like this representing their name.  After the fact I have read many reviews on Minute Key and I am not the only one that has had the same experience.  ****** learned! In the future I will read all reviews before I request any services.  Thank you for your timely response and hope to see a receipt soon.

   

  Thanks!

  *********************

• Initial Complaint

  Date:02/20/2023

  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.

  Transaction was 2/20/23 at Lowes Hardware. I selected to have one brass key made for ****. An offer came up asking if I wanted to select add an additional key. I declined the offer as I only needed one key. The machine asked if I wanted to pay by card or cash. I selected card and tapped my card. The machine charged me **** which is the cost of 2 keys. I called the lowes representative over however she stated this was not one of their machines and to call the toll free number. The machine proceeded to print a total of 3 keys. I called the toll free number from inside of lowes and gave the last 4 digits of my card so they could locate my account as there was no receipt provided from the machine. I was told that I selected to have 2 keys and they would out of an act of goodwill send me my receipt and allow me to keep the 3rd key free or charge. I advised I didnt select to have 2 keys made, it printed 3 and charged me for 2. She said it happens sometimes but were allowing you to keep the 3rd one as if this is my fault. I would like a refund and to only be charged for the one key I needed.

  

  Business Response

  Date: 02/22/2023

  Hello,

  We apologize for any inconvenience the customer my have experienced with this transaction. The customer has been contacted and the refund has been processed. 

   

  Thanks, 

   

  Minute Key

• Initial Complaint

  Date:02/15/2023

  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.

  On February 11, 2023 I attempted to use Minute Key at their kiosk inside ******* on Pacific Avenue, ***********. It ran me through the prompts including swiping my credit card for payment. It was only then at the very end did a message appear on the screen stating that machine is out of order and I wouldn't be charged. I checked my bank account and I was charged. Since then, I've attempted to contact Minute Key for assistance for a refund. I've sent their form for the request. I've attempted to call their customer service number and all I get no matter what prompt I select is a loop where it brings me back to the beginning of the message saying "Welcome to Minute Key".

  

  Business Response

  Date: 02/20/2023

  Hello, 

   

  We apologize for any inconvenience the customer has experienced with our machine. We have contacted the customer and resolved the issue. 

   

  Thank You, 

   

  Minute Key 

  Customer Answer

  Date: 02/20/2023

   
  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

  Date:01/04/2023

  Type:Customer Service 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.

  They overcharged me and wouldnt give me a receipt and they wont get back to me on the phone and *** called several times to speak to a manager and they hang up on me

  

  Business Response

  Date: 01/06/2023

  Hello,

  We've reached out to the customer to get further details to help us address the request. Once we have all the information that we've requested we can investigate the claim. 

  Thank You, 

  Minute Key

• Initial Complaint

  Date:12/10/2022

  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 made I duplicate key using one of ur machines at ******* and it charged me but didnt make my key

  

  Business Response

  Date: 12/12/2022

  Hello, 

   

  We are sorry for any inconvenience that the customer has experienced with our key and refund request. We have escalated the request and a refund has been issued. The customer has been notified. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:12/08/2022

  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'm locate in ********** **. On Saturday November 19th I called Minute Key at ********** in search for a locksmith. I lost the key to the ignition of my 2007 Yukon Danali. Minute Key Dispatched a locksmith to my home to create the key. The Locksmith drilled a hole in my ignition, destroyed the ignition casing and drove off without telling me. I tried calling the locksmith and he blocked my number. I called minute key several times and I eventually spoke with a supervisor. The supervisor was aware of the issue and said he would dispatch a locksmith to my home at 04:00 PM ET. The new locksmith never arrived. I called several times that day and did not speak with the supervisor. I called several times the next day and I eventually spoke with another supervisor. The supervisor told me that the locksmith told her my ignition was already destroyed. I pushed back on this and the supervisor was supposed to contact the locksmith and call me back. Never heard from the company again. I called several more times and I never spoke with another supervisor. I ended up paying 110 dollars to have my car towed to a shop. The shop charged 547 dollars for the repairs. That's a total of 657 dollars I'm out of. Please help me BBB.

  

  Business Response

  Date: 12/19/2022

  Hello, 

   

  On Thursday 12/15/22 the customer was sent notification that our third party vendor that provided the locksmith service concluded their investigation of the complaint and agreed to reimburse the customer the full amount. We attached a picture of the envelope and the check that was being mailed to the customer. On behalf of our third party we apologies for any inconvenience the customer experienced and feel that this issue has been resolved in respect to the customer's request. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 12/21/2022

   
  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:12/05/2022

  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 have been trying now to get a refund for 5 days. It's only **** but their website does not work so I've been emailing for 5 days without response or refund.Minute Key offers a 100% satisfaction guarantee: all our keys are guaranteed to work. If you have any questions or would like to request a refund, please fill out the form below. If your duplicate key does not work properly, you are entitled to a full refund within 30 days of purchase.https://www.minutekey.com/contact/

  

  Business Response

  Date: 12/06/2022

  Hello, 

   

  We apologies for the inconvenience the customer has experienced trying to get a refund. We did receive the refund request that was placed through the website form and a refund has been processed. We've sent communication to the customer regarding the refund, they should see the refund reflected on their credit card statement in 3-5 business days. 

   

  Thank You, 

  Minute Key

  Customer Answer

  Date: 12/06/2022

   
  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,
  
  *************************