Complaints

This profile includes complaints for Car Keys Express/iKeyless's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Car Keys Express/iKeyless

  12101 Sycamore Station Pl Ste 140 Louisville, KY 40299-2114

  
• 

  Car Keys Express/iKeyless

  829 E Jefferson St Louisville, KY 40206-1617

  

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:06/09/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I ever received one phone message let alone 3 messages. Also, how can they make a replacement if they did not have original key. 
  I have the original key . This response is a cold lie . ****** needs to know this company is not truthful. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  

  Business Response

  Date: 06/27/2025

  Hello,

  The technician said that he had made a replacement key on 6/8. We have called the customer 3 times and left voicemails, but did not receive a return call. Please let me know if there is anything else we can do.

• Initial Complaint

  Date:06/09/2025

  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.

  We purchased a key from them through ***** ****. We have called several times ok only to be put into a voicemail or phone tree. We got the key and they will not get back to us to program and cut the key for our car. This business is a scam.

  

  Business Response

  Date: 06/27/2025

  Hello. We spoke with the customer and had a technician reach out. He cut and programmed the key on 6/24. I truly do apologize for the delay, and please let me know if you have any other questions. 

• Initial Complaint

  Date:04/30/2025

  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.

  The key chip programmer did not work and the company does not return calls.

  

  Business Response

  Date: 06/04/2025

  Hello,

  I am so sorry for the delay in response. After speaking with the customer, he returned the items and received a refund in full. Please let me know if you need anything else.

  Thank you,

  *********

• Initial Complaint

  Date:04/09/2025

  Type:Billing 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.

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

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  paying a dealership for the whole thing. What a waste of money, time, and energy!!!! So frustrating.

  

  Business Response

  Date: 05/19/2025

  Hello! We are so sorry for the problems this customer has experienced. We refunded his order in full, and also reimbursed him for the dealership charges. He should have a fully working key also. Please let me know if you need anything else from me. Thank you!

• Initial Complaint

  Date:03/18/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: 

  In the days prior to 03/20/2025, I spoke on the phone with a coordinator from CKE who said a technician would call me and schedule time to come out to my home to get the key cut. On 03/20/2025 the technician then called me, and asked me to meet them at the ****** location on El Camino in South San Francisco. Due to the change in the original plan, I did not have the vehicle associated with the key I needed made on that particular date and time, but the vehicle was at my home, where I had thought the technician would meet me. Instead, when I showed up to ****** per the technician's request, they told me that they could not help me that day because I didn't have my vehicle and they were out of "super chips". 

  Since then, I have tried to reach out several times through text and call to schedule another time with the technician, but they have not responded.

  
  
  
  Sincerely,
  
  
  
  ******* ******

  o a technician who said that the prior technician I spoke to (on 02/28/2025) told me the incorrect ****** details, and that Car Key Express would actually be at the ****** at Airport Blvd in South San Francisco on that day (03/17/2025) from 4:00pm to 5:30pm. I said I would go there and hung up the call. From 4:00pm to 5:15pm, I was in the ****** parking lot at the Airport Blvd ****** location and there was no sign of Car Key Express. I had tried multiple times to get in touch with them while I was in the parking lot and there was no response. I have now spent almost 2 hours of my time trying to track someone down at Car Key Express so that I can have a key cut, which I have already purchased and paid for the service of having the key cut, but was not completed yet.

  

  Business Response

  Date: 04/08/2025

  Hello! I am showing the technician met with this customer on 3/20/25 to get everything squared away. Please let me know if there is anything else we can do for you

  Thanks,

  *********

• Initial Complaint

  Date:03/11/2025

  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.

  On January 31, CKE sent rep to my home to make two keys for my two cars. Paid $500.00+ for the two of them. One of the keys "turned hard," which I wrote off as its being after-market. Then found a local hardware store which made the same key for $99. Looked at the CKE key and said it was badly made. Filed off some burrs and ran the key through their duplicating machine. Now works great. I was told that the CKE key would eventually have ruined my ignition system. Warranty was only 30 days, so I lose...

  

  Business Response

  Date: 03/18/2025

  Hello,

  I'm so sorry you had trouble with the keys. We would have happily fixed the issue given the chance. I have never heard of our keys ruining an ignition, and I have worked here for 13 years. As far as the key from the hardware store, it was probably a "cloned" key, which is why it was cheaper. It would not be a master key for your vehicle, but basically a copy of one. Again, I truly apologize and please let me know if there is anything  I can do for you.

  Best regards,

  *********

• Initial Complaint

  Date:02/24/2025

  Type:Delivery 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 order a key for my Jeep Compass on February 1, 2025. It was 206.69. I have heard notjing about this purchase. No updates. Nothing. That is a lot of money for me.

  

  Business Response

  Date: 02/24/2025

  Hello,

  I truly do apologize, but I do not see an order for you. Do you have your order number? Also, what is the last 4 of the card number you paid with? I want to get this resolved for you! Thanks!

  -*********

• Initial Complaint

  Date:02/19/2025

  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.

  On Jan. 29, 2025 I went to *** to meet up with employee **** ****. This is the fourth time I've had Car Key Express make a key for me. I asked **** if it would be cheaper to wait and get it make at ****** when *** was there next month. He said no same price plus they didn't have latest key machine for 2022 *****'s. (the first lie he told me)
  
  Key was for 2022 ***** and he proceeded to make electric key. After making key , it was time to cut physical door key. he tried but said his ******* 994 machine needed an update. I was there for hour and half while he tried to update.
  
  After not updating machine he askes me to leave the keys with him and come back the following Wed, Feb5, 2025. He said call him on Feb 5,2025 to insure it was updated. I called that night (2-5-25) and he said everything was ok for me to pickup key the next day. The second lie to me.
  
  On Wed. Feb 5,2025 I drove the hour and 20 minute round trip to meet him. I get there and he says the ******* 994 is still not updated. I was very upset as this is second trip to get key with no results. After another hour he gives up and say's "Leave keys with me and I'll call you when done". The third lie as he never called. I texted him and call with no answer. I tried call to main office of *** but their customer service is non existent. I could never get in touch with anyone in customer service.
  
  Now 21 days after first meeting I catch up with **** at ******** ***** to ask him to please finish making my keys. He say's "******* 994 is still not working properly and company doesn't seem to be worried about it. The jaws don't hold key in place to cut."
  
  **** was very rude, says he called and texted me which never happened. I just wanted what I paid for which was $395.49.
  
  You would think a company that I've been a repeat customer with would want to rectify this problem and keep me as a customer. He filled out refund RMA with bad attitude. I had to ask 3 times for receipt as I don't trust him.
  
  Shame on you ***

  

  Business Response

  Date: 03/11/2025

  Hello,

  I truly do apologize that you had a bad experience with us. I am showing **** did have a ti***t in to have his machine fixed. I'm sorry if you felt his customer service was not up to par. I have forwarded this to the appropriate people to look into. In the mean time, I have refunded your order in full. Again, I am so sorry and please let me know if there is anything else I can do for you.

  Best Regards,

  *********

• Initial Complaint

  Date:01/30/2025

  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.

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spoken with ******** on several occasions, and they have not received a refund from the merchant. It still states to this day That they are waiting on a response From the merchant, which would be car key express aka ikeyless . I had to open a dispute with ******** because nobody would refund me in the first place. And since I’ve opened the dispute, all I’ve gotten is the runaround from car key express stating that they have done the refund on their end. Which they have not because then it would show up in ******** system, but it does not and after speaking with several people from ******** they are not seeing any refund issued whatsoever from your company to me. ??air go you are stealing $380 of my money 
  
  
  
  Sincerely,
  
  
  
  **** ********

  

  Business Response

  Date: 02/04/2025

  Hello,

  I am so sorry for the confusion. Because this customer opened a dispute with ********, it would no longer allow us to refund her through our system. I am showing that the case from ******** was accepted and she has now been refunded in full. Please let me know if you need anything else.

  Thanks,
  *********

  

  Business Response

  Date: 02/24/2025

  Hello,

  This is from square, our payment processor. 

  Date Feb 21, 2025
  Subject: Car Keys Express
  Dispute Escalation - **** ********
  
  
  Timeline
  ?1/20/25: Initial ******** Payment
  ?1/25/25: Dispute Reported by Customer
  ?1/30/25: Car Keys Express accepted customer dispute
  ?2/4/25: ******** reviewed dispute and completed investigation, initiated refund
  ?2/17/25: ******** confirmed returned funds to cardholder
  
  ******** Refund Policy
  First, the merchant has to process the refund in their
  system. The refund will then drop through to reflect on your ******** account,
  and if you're owed a refund back to your card, it will be returned to the card
  that was used to make the payments.
  
  ******** decides whether the dispute
  has been won or lost.
  ?If you have won the dispute, you will be notified and refunded from your Square balance.
  ?If you have lost the dispute, you will be notified and the customer will be refunded.
  This
  process may take up to 30 days to review.
  Once processed, the money
  can take up to 10 business days to be returned to your card/s, depending on
  your financial institution.
  It is important to remember that returns are always subject
  to the merchant's refund policy. This information can normally be found on
  their website or by contacting the merchant directly.
  
  Articles that walk through Square’s Refund and
  Dispute process can be found here:
  Payment Dispute Walkthrough    
  Refund Process       

  Please let me know if you need any additional info. Thanks!

  -*********

• Initial Complaint

  Date:01/27/2025

  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.

  
  
  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,
  
  
  
  ******* ***** 

  
  

  ***If you are interested in supporting the BBB's free services, please consider giving to BBB's Consumer Education Fund, which provides other services to the community, like Charity Review, Identity Theft Seminars, Free Shred/Recycle Events, Senior Citizen programs, High School and College Programs, and providing information at local community events. Donations can be sent via Venmo to @bbbcefky or mail your donation to BBB Consumer Education Fund, 13104 Eastpoint Park Blvd., Louisville, KY 40223. For more information on these programs, call 800-388-2222. Thank you for your consideration. 

  en your back in long Island call me i gave a guy who does that. Okey dokey. Feeling better. We'll, here I am arrived Jan 15 in island park. Can't touch base with car Keys express.called before I left . Called when I arrived. And am still here. Called numerous times. No amswer. Its brutal outside
  So I went to audio legends in island park. The guys who installed the remote car starter. They ended up taking the spare key made , installing it in the engine to sync it and here I am with still only one key to start my car. The moneys it cost me to come down here. The aggravation, and still only one key now is crazy all because of them not doing the right thing. I want a refund of the 100.00 I paid for the key. I want the money it cost me to come down here to straighten this issue out. Gas, tolls, etc
  
  And then it cost me MOney for audio legends to do the work so I can auto start my car still with only one key. 200. I want restitution of 400.that's not even including stress.
  Took $ andran.

  

  Business Response

  Date: 02/04/2025

  Hello,

  We spoke with the customer and asked for receipts for the repairs, which we would be happy to refund. Unfortunately, she is unable to provide those. We are trying to get in contact with the repair shop to get the receipt so we can refund. Thank you!