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:09/03/2024

  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 purchased a product that they claimed would perform specific tasks for 1400$... It did not perform these tasks and was falsely represented and advertised...after several weeks of verified return, I still have not recieved a refund.

  Business Response

  Date: 09/04/2024

  Hello *****************,
  Thank you for reaching out to ***
  After reviewing your case, we found that you have already been refunded for your return. However, a restocking fee was applied because the item was returned without the original box and packing list. Additionally, it showed signs of wear, including scratches and fingerprints.
  Our return policy, which you agreed to upon placing your order, clearly states that all returns are subject to inspection and may incur a restocking fee. We also discussed this with you during our phone conversations and email exchanges.
  For your convenience, I've attached a copy of our return policy. If you have any further questions or concerns, please don't hesitate to contact us.
  Best regards,

  Locksmith Keyless. 

  
  

  Customer Answer

  Date: 09/05/2024

   
  Complaint: 22232894
  
  I am rejecting this response because:
  This product was advertised claiming to perform a very specific task. After attempting to use the product to perform these tasks, we found that it does not. This is a fraudulent claim and deceptive. I purchased this product solely for the advertised tasks that it could not perform. The time and money it cost me to purchase recieve and find out it didnt work cost me a. Lot of money and loss of customers and reputation. After the return was processed it took more than three weeks to recieve my refund.  This company needs to either take accountability and reiterate there advertisements or the need to face the ramifications that come with committing these fraudulent acts. Whether it be legally financially or criminally some sort of restitution or retribution is owed to the many customers that have fallen for there scam and been cost some kind of unnecessary hardship

   

  
  Sincerely,

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

  Business Response

  Date: 09/06/2024

  Hello *****************,
  Thank you for reaching out to ***
  After reviewing your case, we found that you have already been refunded for your return. However, a restocking fee was applied because the item was returned without the original box and packing list. Additionally, it showed signs of wear, including scratches and fingerprints.
  Our return policy, which you agreed to upon placing your order, clearly states that all returns are subject to inspection and may incur a restocking fee. We also discussed this with you during our phone conversations and email exchanges.
  For your convenience, I've attached a copy of our return policy. If you have any further questions or concerns, please don't hesitate to contact us.
  Best regards,
  Locksmith Keyless. 

  Customer Answer

  Date: 09/06/2024

   
  Complaint: 22232894
  
  I am rejecting this response because:

  it is the same response. It only says what theyve done and not what they plan to do to correct the problem. They have fraudulently advertised a product in order to deceive people and entice them to buy a product that does not do what it says it does. Simple partial refund does not correct anything
  
  Sincerely,
  
  *****************

• Initial Complaint

  Date:08/21/2024

  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.

  Their website is misleading. it says ****** free returns but most things are store credit and you have to read everything to see that lock cylinders CANNOT be returned. Even my packing slip says satisfaction guranteed. We accept returns. Yet my product cannot be returned. The should fix their website to not be misleading.

  Business Response

  Date: 08/22/2024

  Hello,
  
  Thank you for contacting us. We greatly appreciate you taking the time to reach out, and we want to express our sincere apologies for any inconvenience or misunderstanding that may have arisen during your recent transaction with us.
  
  We genuinely value your business and understand how frustrating it can be when expectations aren't fully met. We want to clarify that, as per our return policy, lock cylinders are unfortunately nonrefundable. This policy is in place to ensure the integrity and security of our products, and it applies to a select number of items within our inventory.
  
  To assist you further, we have attached a copy of our return policy for your review. This document outlines the specific items that are nonrefundable and provides additional details to help prevent any future confusion. We make every effort to communicate these policies clearly on our website because transparency and trust are fundamental to how we do business. 
  
  We understand that this situation may be disappointing, and we deeply regret any distress it may have caused. Please know that our intention is never to mislead our customers, but rather to provide clear and accurate information to help you make informed decisions.
  
  Again, we apologize for any inconvenience and appreciate your understanding in this matter. If you have any further questions or concerns, please dont hesitate to reach out. We are here to help in any way we can.
  
  Thank you for your continued support.
  
  Best regards,  
  Locksmith Keyless

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22174362
  
  I am rejecting this response because: I believe your return policy should be clearer and if its not returnable the packing slip shouldnt say it is.

  Make things clearer
  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/05/2024

  Hello,
  
  We understand how frustrating it can be when expectations aren't fully met. We want to clarify that, as per our return policy, lock cylinders are unfortunately nonrefundable. This policy is in place to ensure the integrity and security of our products, and it applies to a select number of items within our inventory.
  
  To assist you further, we have attached a copy of our return policy for your review. This document outlines the specific items that are nonrefundable and provides additional details to help prevent any future confusion. We make every effort to communicate these policies clearly on our website because transparency and trust are fundamental to how we do business. 
  
  We understand that this situation may be disappointing, and we deeply regret any distress it may have caused. Please know that our intention is never to mislead our customers, but rather to provide clear and accurate information to help you make informed decisions.
  
  Again, we apologize for any inconvenience and appreciate your understanding in this matter. If you have any further questions or concerns, please dont hesitate to reach out. We are here to help in any way we can.
  
  Thank you for your continued support.
  
  Best regards,  
  Locksmith Keyless
  

  
  

• Initial Complaint

  Date:05/08/2024

  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.

  Bought a key from them which was the wrong key, they would not give me a refund, only a credit for the amount I paid, minus a 5% restocking fee. It took weeks to get a credit, but when I did get it it came as a gift card for $6.99. The key was $133, plus there were taxes and other fees, so it came to almost $150. When I wrote back they never responded. I do not wish to repurchase from them and I demand a refund. If they want to do it in the form of a gift card, that's fine, but only for Amazon or a prepaid **** gift card, etc.

  Business Response

  Date: 05/22/2024

  Hello BBB, Thank you for allowing us the opportunity to address this issue. On September 5th, ***** purchased the **********95C. After speaking with her, we discovered that she did not confirm the **** before buying the item, resulting in the remote not programming to the vehicle. Despite our policy stating that all sales are final, we went above and beyond to issue a credit so that the customer can reorder the correct item.

• Initial Complaint

  Date:02/12/2024

  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.

  The item I bought broke in a week, they won't exchange it they keep delaying it

  Business Response

  Date: 02/15/2024

  I hope this message finds you well. I am writing to provide an update on the recent concern raised by ************************** regarding his order (#*****) placed with us.
  As per our records, ************************** received his order on January 23, ****, and subsequently reached out to us regarding a concern with his new unit on January 29, ****.
  Upon reviewing his case, it was determined that the item in question was a drop-ship from the manufacturer, Autel. Therefore, it falls under the manufacturer's warranty. We promptly informed ************************** to contact ***** directly to address the issue as per our standard procedure.
  Please be reminded that our policy stipulates customers have 48 hours from the time of delivery to report any discrepancies, and ************************** reached out outside this timeframe.
  We understand **************************' frustration and assure you that we are actively liaising with Autel to resolve this matter efficiently. However, it's essential to follow the proper protocol, and ************************** will need to await the arrival of the item and confirmation from *****'s technicians regarding its defect.
  Attached to this email, you will find a transcript of our conversation with ************************** for your reference.
  Should you require any further information or assistance regarding this matter, please do not hesitate to contact me directly.
  Thank you for your attention to this issue, and we appreciate your continued support and understanding.
  Best regards,

  Customer Answer

  Date: 02/16/2024

  The locksmith keyless took 5 days for it to ship to my house, therefor it was only in my possession for 1 day

  Customer Answer

  Date: 02/16/2024

   
  Complaint: 21282065
  
  I am rejecting this response because: yall took 5 days to deliver the headunit to me so I only had it in my possession for 1 day. So therefor I'm not responsible for shipping it to the manufacturer. How am I supposed to know its broke in 48 hours when it took longer to be delivered 
  
  Sincerely,
  
  ***********************************

  Business Response

  Date: 02/16/2024

  I hope this message finds you well. I am writing to address some discrepancies in **************************' recent claims and actions, which we believe are aimed at discrediting our company.
  Firstly, we have concrete evidence indicating that *** successfully delivered the package to ************************** on January 23 at 4:23 PM. This evidence includes delivery confirmation records.
  Furthermore, it has come to our attention that ************************** reached out to us on January 29, ****, at 7:43 PM, well after our office hours. This timing contradicts his assertions and suggests a lack of transparency in his dealings.
  We are deeply concerned about the implications of **************************' actions and the potential impact on our professional relationship. We remain committed to upholding the highest standards of integrity and honesty in all our interactions.
  Please let us know if you require any further clarification or information regarding this matter. We appreciate your attention to this issue and look forward to resolving it swiftly and amicably.
  Thank you for your understanding. 

  Customer Answer

  Date: 02/20/2024

   
  Complaint: 21282065
  
  I am rejecting this response because: nomatter what I shouldn't be responsible for paying the shipping back to the company, one other thing I paid for 2 day shipping ***** in the beginning and it was sent *** and took 4 to 5 days to get to me. The unit broke less then aweek but I didn't get to use it until it was all set up. The thing is it broke less then a week I shouldn't have to pay for sending it back and then I paid for 2 day shipping through ***** when I bought it and it got sent a cheaper way why I wasn't credited for that then.
  
  Sincerely,
  
  ***********************************

  Customer Answer

  Date: 02/21/2024

  They scamming people make people buy a higher shipping then have a different company send the item and not telling them what shipping they paid for and then if the product breaks they refuse to pay for anything that's not right there should be a law against these companies that do this

• Initial Complaint

  Date:02/05/2024

  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 found locksmith keyless products on ***** I looked up the key fob and the company on line because of the difference in prices than the auto dealers the person told me they were all brand new and was thought to be factory keys, so I ordered one for my 2008 ***** V70 car being the price was so low, when the key came I quickly called my ***** dealer to have the key fob coded and the emergency lock out key cut. The dealer service person asked if it was a purchase from them I said no then he said was it ordered from ***** I said no he wanted to know if it was after market i said yes, He said they do not do coding or key cutting on After market items. I made several calls to other Key shops they all said they don't have the program or machine to cut or program the key. I immediately call Locksmith keyless the day it came right after the other key shops, I spoke with ******* she said it was easy to return follow Instructions, witch I did. I received a Email 5 days later saying they deduct 25% restocking fee, Plus$ **** Orig. shipping fee. they require that I pay return shipping fee Plus 25% restocking & $ **** Orig. shipping. Do to false advertising I don't feel as i should have to pay most of what i paid again that they are receiving back. They Should state that it is Not Factory but Aftermarket keys.

  Business Response

  Date: 02/06/2024

  Thank you for reaching out. We appreciate the opportunity to address the concerns raised by BBB. To provide clarity, Locksmith Keyless operates as a wholesale provider offering both Aftermarket and OEM parts tailored to locksmith needs. Les initiated an order with us on January 29, ****, agreeing to our terms and conditions.
  The specific item ordered was an Aftermarket remote, with the price disparity between Aftermarket and OEM options provided for reference. It's important to note that while we facilitate the sale, the programming of key fobs lies outside our control. As stated in our guidelines, "Key fobs must be programmed by a professional locksmith. Please contact an automotive locksmith to get an accurate quote so they can program this key fob once you receive it."
  Despite our policy stating that all sales are final, we extended an offer to Les for a refund with a restocking fee, provided the item is returned to us at her cost. Les reached out to us on February 2, ****, at 5:41 pm, our regular office hours, which are Monday through Friday, 9 am to 6 pm Eastern Time. We promptly responded to Les on the next business day, Monday, but have yet to receive any further communication from her.
  We remain committed to resolving this matter and honoring the agreement sent to Les. We welcome the opportunity to assist further and bring about a satisfactory resolution for all parties involved.

• Initial Complaint

  Date:01/19/2024

  Type:Order 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.

  Paid over $2500 for commercial door hardware. Paid $900 for ***** next day delivery. It's now 4 days waiting on the door hardware. This company is not legitimate.

  Business Response

  Date: 02/07/2024

  Thank you for reaching out and allowing us the opportunity to address this matter. ****************** placed an order on 01/15/2024 at 4:35 PM. Typically, orders made after 4 PM are shipped out on the next business day, in accordance with our policy. However, in ******************' case, we made an exception and expedited the process.
  Unfortunately, despite our efforts, there were delays due to adverse weather conditions beyond the control of the carrier. To mitigate the inconvenience, we arranged for certain items to be drop-shipped from the manufacturer via overnight shipping.
  Upon delivery, both ***** and *** encountered difficulties locating the address provided by ****************** during purchase. While ****************** was able to retrieve the *** package from the hub location, the ***** package was returned to us. Upon reaching out to ****************** to verify the address, he confirmed that a missing number he did not impact the delivery and advised us to proceed with the attempt.
  Ultimately, the package was successfully delivered on 02/06/2024 without further issues.
  Despite our efforts to assist ******************, it appears there was an issue with the provided address, leading to complications with delivery. Regrettably, ****************** has initiated a chargeback for this order due to the aforementioned issue.
  We trust this provides clarity on the situation. Please feel free to reach out if you require further information.

  Customer Answer

  Date: 02/08/2024

   
  Complaint: 21168526
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

  Customer Answer

  Date: 02/08/2024

  Simply, our legal department will now take over for a full refund on the $900 or so shipping charges and now the wrong parts shipped. We will continue to post on social media our experience with this organization ranking in the very worst of the worst for ciustomer service and door hardware product knowledge. 

  Business Response

  Date: 02/12/2024

  Regrettably, ************ provided an incorrect address during his purchase, leading to delays and the package being returned to the sender by the carrier. When informed of this issue, ************ remarked, "the carriers seem to select when they want to deliver to our location." Subsequently, we re-shipped the returned package with the correct address details, and it was successfully delivered without any further complications.

• Initial Complaint

  Date:09/11/2023

  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.

  Order #*****, 8/22/2023 First contact for replace/exchange: 9/8/2023 Second contact for replace/exchange: 9/11/2023 I ordered a replacement key fob for my vehicle. It's a $40 key fob. When I opened the key fob to insert the motherboard from my key fob, a tab broke and now the key fob can't be closed correctly around the key ring. Here are the responses received from the first representative when I first tried to return, then tried to exchange the item:**Unfortunately, It looks like We wouldn't be able to accept this return request.Unfortunately it does states (If applicable) Meaning if we shipped you a defective item, You may be applicable. The product was not received defective. You explained, when trying to put the fob back together, It broke. And this from the second rep when escalated from the first:Unfortunately, We can not control the amount of force a customer uses to open a key remote.Customers have 48 hours after receiving to put a claim on damaged items.**Admittedly, I didn't try to use the key fob in the first 48 hours of receipt. But if I had, I would expect that the piece shouldn't have broken trying to do something ordinary with it and that the piece was defective. The fob has to be opened regularly to replace batteries. It should not have broken the first time I opened it. Instead of trying to make it right, again, over a $40 part, I exchanged half a dozen emails with 2 people with no resolution. I'm out $40 and have a fob I can't use. The company spent more money on resource time trying to prove me wrong and avoid exchanging the item than it would've been just to replace the item. And now it's an awful customer experience, I'll never use this company again and will ensure others don't either.See picture: The red circle is where it broke. The small blue circle is the unbroken tab on the other side and the large blue circle is the broken piece.Without both tabs, this key rung piece will not stay attached inside the fob.

  Business Response

  Date: 09/12/2023

  Hello ********,
  
  We sincerely apologize for the current status of your claim. We understand that you may be seeking an exception to our policy due to the circumstances surrounding the damage you created to your key remote. It's important to note that the remote was inadvertently damaged due to excess force used in an attempt to open it, and you are not a locksmith attempting to manipulate it.
  
  As per our communication via email, our policy clearly stipulates that customers have a window of ******************************************************************************************* order to address this situation and help you, we are even willing to extend a discount to you.
  
  We genuinely regret the unfortunate incident that led to the damage, but it's essential to understand that we cannot control how a product is handled after it has been delivered to our customers. 
  
  Our offer to assist you in resolving this issue remains open, and we are eager to help you, Miss *****************
  
  
  

• Initial Complaint

  Date:08/28/2023

  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.

  purchased a abus padlock model 83/80, rec it from ***** today8/28/23, came with blank key and other small parts, i called keyless locksmith, they said i would have to ship it back at my expense, i did not want to do that, ask them to send me a shipping label, they would not do that also, i purchased this padlock, now i cant use it, they told me i would have to go to a locksmith to get key made, not happy with them, they should pay for return shipping

  Business Response

  Date: 08/31/2023

  
  We appreciate your feedback and apologize for any inconvenience you've experienced with your recent purchase of the **** Padlock Model 83/80. We understand your frustration and would like to address your concerns.
  Upon reviewing your case, we want to clarify that the **** padlock you received is not defective; however, it appears there might have been a misunderstanding regarding the contents and usage of the product. The **** Padlock Model 83/80 is designed to be sold with a blank key, as it offers a high level of security that requires a specific key profile.
  We do acknowledge that you were expecting a padlock with a functioning key, and we apologize for any confusion caused. We recommend carefully reviewing the product description in the future to ensure a clear understanding of the items included in your purchase.
  
  We would like to take this opportunity to address our interaction with ************. While our policy stipulates that all sales are final, we offered ************ the option to return the product at his expense. In exchange, we proposed providing a store credit to work towards a resolution for his concern.
  
  We sincerely apologize for any inconvenience you've faced, and we are committed to assisting you in finding a solution. If you have any further questions or would like to discuss this matter further, please do not hesitate to reach out to our customer support team. We are here to help and ensure your satisfaction.

• Initial Complaint

  Date:07/10/2023

  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 paid almost ten bucks for a **** key blank. Never received. Company refuses to resend a new blank.

  Business Response

  Date: 08/02/2023

  Hello ***,
  
  As per our previous conversation with ***, **** has confirmed that they delivered your package to your mailbox. Unfortunately, you did not opt for shipping protection when placing your order online, and this was explicitly stated in our terms and conditions, which you agreed to during the ordering process. Our policy clearly states that we are not liable for lost or stolen items delivered in accordance with our shipping and delivery practices.
  
  We understand the inconvenience this may have caused, and we are willing to assist you in resolving any issues with the delivery. However, once a package has been shipped according to your specifications, it is beyond our control and becomes the responsibility of the selected shipping carrier. We are unable to intervene or expedite shipments once they have been dispatched.
  
  In order to resolve this matter, we offered to reship ***'s order, but kindly note that you will be responsible for covering the shipping cost, which amounts to $6.99.
  
  Please let us know how you would like to proceed, and we will do our best to assist you further.
  
  Best regards,
  
  
  
  

  Customer Answer

  Date: 08/03/2023

   
  Complaint: 20297632
  
  I am rejecting this response because: I'm not paying for shipping again. I haven't gotten my order. I'll be taking my business elsewhere.
  
  Sincerely,
  
  *********************

  Business Response

  Date: 08/07/2023

  Hello ***,
  
  Regrettably, you had previously accepted the terms during your purchase and had also opted out of shipping protection.
  
  Should you decide to make another purchase, kindly inform us at ********************************* and we can assist you in covering your shipping expenses.
  
  We appreciate you choosing Locksmith Keyless.
  
  Best regards,
      

  Customer Answer

  Date: 08/07/2023

   
  Complaint: 20297632
  
  I am rejecting this response because: who pays for shipping protection on a **** key? I'll continue to review you online on as many venues as possible. Or you could just send another **** key without charging me. Hope this is worth all the trouble.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:06/12/2023

  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.

  Everything seemed of a good quality (website, product) until I had to seek advice and then return. Their tech support incorrectly advised me to return the 1st FOB and procure a different FOB. The second one didnt work either. They admitted they didnt have the correct one for me once I dug deep enough and asked enough questions. They agreed to a refund after they received the 2nd. The return process was extremely unprofessional. No RMA, no email like the 1st return. I remember asking them, shouldnt we initiate a RMA like the 1st? The kid responded oh itll be fine, when we receive the package well know what to do. The refund never happened. I called in twice over a period of two weeks and both times a manager (who sounded like another kid acting like they were a manager) said they would refund the in store credit (gift card). Weeks later and they still havent. I would advise to go with another FOB website. I went through my credit card company to dispute the case. They actually responded FIGHTING to not give me my money back after telling me they would! This company doesn't honor their words, nor do they follow through with what they said they would do.

  Business Response

  Date: 06/16/2023

  On 03/08/2023, *** placed Order#*******. On 03/24/2023, *** contacted us regarding his order, stating that he had ordered the wrong key. We sent him an exchange agreement before proceeding with the return process. On 03/28/2023, we credited ***'s store account with $42.50.
  Subsequently, on 03/28/2023, *** placed Order#*******, where he paid a total of $100.94. This payment included a gift card amount of $42.50, with the remaining balance charged to his card.
  However, on 03/31/2023, *** contacted us again, explaining that he had once again ordered the wrong remote but now knows the correct one he needs. Unfortunately, the key that *** requires is currently out of stock. After multiple back-and-forth emails, we reached an agreement to refund the amount to his original payment method for sales order#******* (gift card amount $42.50 and the rest on a card). This refund was processed on April 5, 2023.
  Despite a month passing without any further contact from ***, he opened a dispute on May 21, 2023. We promptly responded to the dispute, and we are currently awaiting a decision, which can take up to 75 days.
  On June 13, 2023, *** placed Order#***** for a different item worth $58.94. He paid for this order using a gift card amount of $42.50, with the remaining balance charged to his card. It's worth noting that our policy states that all sales are final, but we made an effort to assist *** regardless.

  Customer Answer

  Date: 06/16/2023

   
  Complaint: 20175224
  
  I am rejecting this response because:
  I was INSTRUCTED by the tech on what he said to be a GOOD replacement. I read the numbers off of my FOB that I wanted an extra fob for. He helped me and picked out another one and sent it. It was wrong. I then called them up and stepped them through the entire process. I asked to be passed on up the chain of command. After talking to the manager, he AGREED to refund my gift card back to my credit card. HE AGREED. I remember practicing three way communication and clarifying and even saying dont I need an RMA for this? And He said no and said they will know what to do. So I even wrote on the return bag refund to credit card because I just had this feeling from their lack of professionalism that it wasnt going to turn out well. And *****, not surprised. When you plow through that much c*** you know youre going to end up stinking in the end. Im at the point where we both have lost on this battle. Weve both spent more than $40 bucks now addressing this issue. I just want others to know what theyre up against. Thanks guys. Sincerely, Ben. 
  Sincerely,
  
  ***********************

  Business Response

  Date: 06/28/2023

  Please find attached a screenshot of our policy, along with a screenshot of the terms to which you provided your agreement. Despite our policy clearly stating that all sales are final, we made an exceptional effort to assist you, going above and beyond. On March 31, 2023, you had a conversation with ******* and ******* regarding your order, during which you were about to provide us with the **** required for your vehicle. Furthermore, you agreed to return the product, and in response, we promptly issued a refund to the original payment method for Order#******* on April 5, 2023. It is evident that we exceeded our obligations in providing exceptional customer service. Even after initiating a chargeback, *** proceeded to utilize the gift card to place another order.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20175224
  
  I am rejecting this response because:
  Wow! Again, deceit and manipulation! I was done trying to work this out last time I responded to this so I told myself that I wasnt about to let that gift card sit with you and so I ordered whatever I could to at least keep your company from holding on to my $40!  I JUST placed that last order and youre making it sound like I did it right away. And no, you didnt go above and beyond! Who ever the second time guy was wasnt experienced because he didnt tell me to open up the key and read the *** to him. I could have saved us all the hassle. And the first time guy didnt help either!! I could have read him the *** number too!.

  (Run away from their tech support kids at all costs people!!!)

  ..anyways, the second time guy was positive the key would work because it had 3 buttons or something. He ordered it for me! The third time guy at least asked me to read the *** number and was at least honest when he said they didnt have the part at all and assured I would get my gift card refunded to my credit card. I knew it was a waste of time by all the horrible service I was getting so I tried to ************** way communication. Should have recorded it. Oh well. It doesnt matter. Youre never going to refund and until you do, Im not going to send this dumb lock pick back. 
  To everyone else, stay away from these guys! Theyve ripped off a ton of people! 
  Sincerely,
  ***********************