ComplaintsforCar Keys Express/iKeyless

• Initial Complaint

  04/10/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not received a refund for $319.99 that I was told would occur when I returned a smart key that I had purchased via internet on 3/10/24 with my **** Credit Card. I tracked the return shipment via **** and it was received on 3/27/24 at 11/36am by Car Keys Express. I am unable to get through their customer service phone lines, as I am continually on hold for more than 20 minutes each time. I have sent multiple email to their customer service department as well without this issue being resolved. (Of note, the key that they sold me would not work with my vehicle as advertised)

  

  Business response

  04/11/2024

  Hello ******

  I truly do apologize for the delay. We are not able to process the refund because you have filed a chargeback through your bank. When we tried to process it, the system notified us of the chargeback. If you would like to cancel the chargeback so we could refund, please let me know.

  Thank you,

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

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My name is ****** *******, on Friday January 26th I lost the keys to my car. I went to a Toyota dealership to get a replacement key. i explained that I needed the key the same day as I do have a baby and also work. An employee was able to get me in contact with her husband **** *** who works for Car Key Express. He said he would meet me at my home and would be able to get me a new car key that day. I met him at my place in Spencer Massachusetts. **** was alone working on my vehicle while I was waiting in another vehicle with my 7 month old child because it is cold here in January. **** finished his work, gave me the keys and left. I paid $200 dollars for those keys. That same Friday I went downstairs later that day to use the car it would not start. i reached out to **** all weekend and he never got back to me. On Monday January 29th I reached out to the company Car Key Express where they refused to work with me. They told me the technician **** *** has to come back himself and fix the problem. I was finally able to get a hold of **** and a time he would be here. Once he got here he said the key wasnt the issue that I needed a new battery. I went and bought a new battery and that was not the problem, I called a mechanic to come inspect the vehicle and he said everything is working fine and it must be an electrical issue caused by **** ***. i then called Car Key Express again and explained to them that my car will not start since **** *** worked on the vehicle. I spent $200 dollars on those keys. After calling the company all day and getting nowhere I was finally transferred to a manager named Corey, who also gave me a hard time. Stating that the technician does not have to come out if he does not want to. I was told someone would come out Thursday February 1st, i called and texted the technician and have gotten no reply. I would like a refund & to pay for the electrical issue caused by their technician **** ***. The invoice # from *** ***********

  

  Business response

  02/01/2024

  Hello,

  Our technician has been out to the customer twice. The second time he verified that it was the battery. His van is down so he went out in his personal vehicle. Please provide the receipt for new battery and for the mechanic looking over the vehicle with the diagnosis. Thank you.

  Best Regards,

  *********

  Customer response

  02/02/2024

  
  Complaint: ********
  
  I am rejecting this response because my car is still not working since that technician has came out. I was able to return the new battery that I had bought because the technician said it was that and it wasn’t. It is an electrical issue that **** caused. I will be sure to send over the diagnosis and receipt of what the cost is going to be to now fix this issue. As I stated before my car had just passed inspection and it was not a battery issue as the technician stated.
  Sincerely,
  
  ****** *******

  

  Business response

  02/07/2024

  Hello. Please provide receipts for the battery and the diagnostics from the mechanic. Our technician went above and beyond to fix this issue. Even going to *** ********* residence in his personal vehicle since his work van was down. The only issue he could find was that the battery was low- 7.2V and it needs 12V to start, which is what he told *** ******** There would have been nothing he could have done to the vehicle to mess it up.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a Key FOB and self programmer for the FOB from **** **** through ****** on October 20,2023. I had just purchased the vehicle with only one key in San Diego and was traveling to Washington. I attempted to program the keys on Oct 22, which was unsuccessful, resulting in no functioning key for the car with the alarm going off. I attempted to resolve the problem with tech help (Lily) at Car Keys Express but we were unable fix the problem. Lily told me to contact a locksmith to program a functional key and that I would be reimbursed for the locksmith fee and the faulty FOB. I was from out of town so I contacted a Locksmith thru locksmith service website online. The Locksmith had a computer programmer device and stated that the FOB key was faulty as noted on work order (attached ). I returned the Key FOB to ****** and was refunded the price of the FOB. The Locksmith programmed my original key to be functional and charged me 245.00. I paid the locksmith and obtained an invoice (attached) I can provide credit card payment if needed. I contacted **** **** both by phone and email (all email correspondence attached) to request the fee refund. The emails plainly state I will get the refund and was even asked to provide my ****** account information. One month later, I receive an email from **** ****** of Car Keys Express. *** ****** wrote that in his opinion the locksmith I paid was not legitimate and therefore I will not be reimbursed as promised. This is a ridiculous excuse for backing out of their promise. Since this fiasco they no longer sell that particular FOB for that Nissan model as they are not programmable. I am requesting a refund of 245.00 I paid to Locksmith

  

  Business response

  02/01/2024

  I truly apologize for the delay. We just needed to verify the receipt we received for reimbursement. A full refund was issued on 1/12/24. Please let me know if there is anything else I can do for you.

  Customer response

  02/02/2024

  
  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,
  
  *** ******* 

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• Initial Complaint

  11/29/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid for their emergency service earlier this month and they never showed up, told me they wpuld refund my money and then didn't. I then paid for scheduled service on the promise of a future refund, and they have no-call no-showed for several days in a row. I have been trying to contact their technician for an update on the service supposedly scheduled today and they have yet to answer, and when I called dispatch they claim they can't get in contact with their technician either. So I have been lied to, several times over and given ridiculous excuses for their failure to honor their legal obligation to me. I am out about $700 if not more due to the increased costs I have incurred due to their poor service.

  

  Business response

  01/10/2024

  I am so sorry that we were unable to complete the dispatch for the customer. We issued two refunds in November, totaling $715.49. Please let me know if there is anything else needed,

  Thanks,

  *********

• Initial Complaint

  10/23/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to a Car Keys Express in a Sam's Club parking lot on 9/01/23. They had to order the key and told me it would be mailed to my address. Received a confirmation email on 9/02/23 that they received my order and would ship within two weeks. I never received the key or even an email saying it was shipped. It is now 10/21/23. I've tried for a few weeks now to get in touch with them regarding getting this refunded to no avail. Tried going back to Sam's Club and told I was SOL because it's a third party. I just want my money back. I paid $163.72. Ridiculous I have to file a complaint with the BBB to try to get my money back.

  

  Business response

  11/14/2023

  Hello. We have attempted to reach out to Ms. ****** with no reply. The order has been cancelled on our end, and her next step is to go to Sam's Club to receive her full refund. Thank you!

• Initial Complaint

  03/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a Ford Car Keys Express EZ Installer with Remote Key Instruction Manual on February 22nd, 2023. I received it today on February 27th. On the website, it states the Ford Escape 2005-2012 is supported. However, in the instruction manual that I received, it only lists the Escape 2008-2012. ****************************************************************************************************installer-with-remote-key-instruction-manual I called the customer service line and after 5 hours was able to talk to Daniel. He wasn't able to provide directions for that model of EZ Installer and instead shipped a Universal ez installer to me. He assured me the process would be very smooth for pairing a new key to my car. I received it today. I followed the directions and installed the app, scanned the device qr code, turned the ignition on, entered my VIN, connected it to my car and paired to the ez installer over Bluetooth and downloaded the Ford file. Then I hit start and it just went back to the home page of the app. I was still connected to the device over Bluetooth and connected via WiFi to the Internet. I repeated this numerous times with the same result. The key pairing process NEVER started. The physical instruction manual simply says to follow the instructions in the app once it's connected to the car and such which I did. I've reached out to customer service again and never got a response. As a result their product simply doesn't work. I've exhausted the options possible for me and would like a prompt refund.

  

  Business response

  04/12/2023

  Hello,

  I am so sorry that you had trouble with the programmers. I have issued a full refund. But also, I have sent you a replacement programmer. The first one you were sent should have been correct, so I am sending you another one to try free of charge. Again, I am so sorry and please let me know if there is anything else I can do for you.

  **********

• Initial Complaint

  08/23/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I purchased two keys from Car Keys Express on *une 15, 2022 from their van vendor outside of ***** **** in **********, ****. The smart key, for a 2012 ***** *******, was a $230 purchase. Since that date, the paint has been wearing off of the key buttons (lock, unlock, etc.) and will eventually not be there at all. I have reached out to Car Keys Express numerous times (*uly 17, 23, 27, August 4, 8 and 16th) with only an initial response from ****** * who directed me to a ******** ** on *uly 26th. To date, August 23rd, I have not received any additional responses to my inquiry about a key replacement. I have provided a picture of both the key and the receipt for which I was required to pay inside ***** ****.

  

  Business response

  09/20/2022

  The business informed BBB that it has a couple of solutions for the consumer.  It has reached out to the third-party, ***** ******, that is involved. ***** ****** was unable to reach the consumer directly, but left a voice message.  

• Initial Complaint

  07/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an order with Car Keys Express on 7/4/22 for a key fob for a 2014 Acura Tl. Order#******* The amount I paid was 275.44 I emailed them on 7/6 to see when the order will be shipped. Received an email back the same day saying it will be 5-7 days shipping. It has not shipped and I would like to cancel the order and get a full refund 275.44. Thank You

  

  Business response

  07/20/2022

  Hello,

  I truly do apologize. The order was actually on backorder. You should have received an email letting you know, so I apologize if you did not. I have refunded the order in full. Paypal transaction ID *****************. Please let me know if there is anything else I can do for you.

  Best Regards,

  *********

• Initial Complaint

  06/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a new smartkey from Car Keys Ex[press for my 2012 Mazda Miata at ************ **** **** on May 21, 2022. The CKE representative said the key would arrive in less than a week, and that all I needed to do was contact him and meet him to get it programmed. Waited 2 weeks and did not hear anything so I called. The lady I spoke to said she would check and call me back in 30 minutes, but she never called me back. Finally a day or so later I got a notice that key was being shipped from Louisville. It took a week for the key to get to Indianapolis, 100 miles away! I contacted the CKE guy once I got the key and had to wait several days more to before he let me know when I could meet him to program the key. I traveled 25 miles one way to get the key programmed only to find that he could not get his computer to work on my car. He told me that he would do some research and find out the issue. It is now going on 3 weeks since I met with him and I have contacted him several times to get an update about getting the key programmed. He keeps saying that he is working to get updates to his computer ,but THAT SHOULD NOT TAKE 3 WEEKS. He has told me that he will keep me informed but I am the one that has had to contact him after a weeks time to try and get an update. I believe that I have been very patient in dealing with with this but I am not happy with this situation and am unsure if I am being told the right information about this issue or if the person is just putting me off hoping I will go away. He told me at the time that I ordered the key that this would be an easy, quick process, but it has been anything but that.

  

  Business response

  07/20/2022

  Hello,

  This customer was refunded in full on 7/5/22. Please let me know if there is anything else I can do for you.

  Best Regards,

  *********

• Initial Complaint

  06/23/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Details: Purchased at Car Keys Express Kiosk located inside of ***** **** in ********** ** Purchase is on ***** **** receipt. Order#: ****** Date of Transaction: 7/28/2021 Amount paid excluding tax: $229.98 Business committed to provide a key fob and programming service Nature of dispute: Purchase (key fob and programming) made from a Car Keys Express Kiosk located in ***** ****. I was advised that I would receive the key fob via mail by the Car Keys Express employee and once the key fob was received, I was to take it to one of the Car Keys Express kiosks at ***** **** to have it programmed. I was also advised that for any problems to contact ******** ****** at (**** ******** or email ************@cke************.com. Once I received the key fob, I took it to a ***** **** in ******** ** to have it programmed. The technician, however, told me that it could not be programmed because the key inside the key fob had to be cut and it could not be done because there was a missing piece on the key fob I had, all of which I was not told when the purchase was made as it was the same key fob I had when I made the purchase. As a result, I am in possession of a useless key fob that has not been programmed. On 3/22/2022, I emailed ******** ****** at ************@cke************.com. I have also called the telephone number provided, however, no answer and voicemail does not identify the business as Car Keys Express, therefore, no message left. I have not yet received a response. I have also attempted to reach a manager at ***** **** in ********** ** to no avail. Business has not resolved this problem.

  

  Business response

  09/06/2022

  I am so sorry for the delayed response. The key was programmed back in July. Please let me know if you need anything else.

  Thanks,

  *********

  Customer response

  09/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  ******* ******** <a*******************>
  To:*********
  
  Thu, Jul 21 at 6:34 AM
  
  
  
  Good Morning *********.
  
  
  Yes, the key has been programmed, however, it does not open my glove compartment which I did not realize until this week.
  If something can be done about that, that would be great.
  
  
  Thanks.

  
  
  Regards,
  
  ***** ********

   

  ***No response received. I think I should receive a refund as well.***

*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. ↩