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

  
• 

  IKeyless, LLC

  1814 S Range Ave, Ste B-1 Denham Springs, LA 70726

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:07/08/2024

  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.

  The key and programmer arrived in good time but when I went to scan the QR code the website said that my vehicle was NOT supported. So I called the tech support number (************) and I got connected to a telemarketing company, possibly in India, trying to sell me on a promotion. So I begged for the real tech support number and after five tries he finally gave me a number *************) which turned out to be a general information number asking for the city and state of my listing? Then I looked up the company on google maps and called their direct line, only to be put on hold for a very long time. So I requested a return call. Which never happened. This is very deceptive to give a tech support number and you are actually calling into a telemarketing company, and then give no tech support at all. I emailed, tried the online chat and called the real company number. They do not answer, do not call back and simply refer you to the telemarketing company number for tech support.

  

  Business Response

  Date: 08/19/2024

  I am so sorry for the delay! We have spoken to the customer and our representative helped him get the key paired. Please let me know if you need anything else from me. Thank you!
  -*********

  Customer Answer

  Date: 08/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the instructions that were sent did not work.  I would like a full refund please since it is impossible to get anyone on the phone.
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:04/29/2024

  Type:Customer Service 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.

  Subject: Complaint Regarding Unsatisfactory Service
  
  Dear Better Business Bureau,
  
  I am writing to file a formal complaint regarding the unsatisfactory service provided by Car keys express at the ****** location My experience with this company has been extremely disappointing and frustrating, and I believe it is important to bring these issues to your attention.
  
  2 weeks ago I utilized the car key service offered by this company while shopping at ******. However, what was supposed to be a convenient service turned into a series of inconveniences and setbacks.
  
  Firstly, after finishing our grocery shopping, we were made to wait in our car for almost an hour while the company attempted to address the issue with our key. This prolonged wait caused some of our perishable items to spoil, which was not only inconvenient but also wasteful.
  Furthermore, after waiting for a week to receive the key in the mail, we were dismayed to find that it appeared to be used and had a scratched exterior. This was not the quality we expected, especially considering the price we paid for the service.
  Upon returning to ****** to have the key programmed, we were once again subjected to extensive wait times and were eventually informed that the wrong key had been sent to us. To make matters worse, we were informed that obtaining the correct key would require an additional $250, on top of the amount we had already paid.
  The only solution offered to us was to return the key, which left us without the promised service and without a viable resolution to our problem. We are extremely dissatisfied with this outcome and strongly believe that we should receive the key we were promised at the price we initially paid.
  I trust that the Better Business Bureau will thoroughly investigate this matter and take appropriate action to ensure that [Car Key Company] rectifies these issues and provides satisfactory service to its customers in the future.
  Thank you for your attention to this matter.
  Sincerely,

  

  Business Response

  Date: 05/14/2024

  Hello! We have spoken with the customer and have come up with a solution to benefit her. We truly do apologize for this and please let me know if you need anything else.

  Customer Answer

  Date: 05/20/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they promised they were going to send us a $200 ***** gift certificate to replaced the spoiled food and we have not received it
  
  
  
  Sincerely,
  
  
  
  ******* ******

  

  Business Response

  Date: 06/12/2024

  Hello! We are showing that the gift card was delivered 5/28. Did you receive it? Thank you!

  Customer Answer

  Date: 06/17/2024

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  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. 

• Initial Complaint

  Date:04/10/2024

  Type:Billing 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 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

  Date: 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

  Date:03/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb. 14th, 2024, I ordered a car key from this company. After they accepted payment, they then
  preceded(online software) to tell me i had to upload a picture of the title to my vehicle. This was
  not mentioned anywhere prior to sending payment, and i would never take photos of anything so personal to upload to strangers. I waited a few days and attempted to call company to cancel order, my phone calls have never been picked up, only sitting on hold for endless amounts of time.
  I filled out many surveys they requested with my Delima specifically outlined with all information to get back to me. I finally decided to upload a fuzzy picture of my title to try and push the order or get a response or rejection. Added note, after uploading a pic of my title, they demanded a picture of my drivers license(not happening and was not previously disclosed either). I emailed them earlier this week that i either want shipping information or to cancel my order and have not heard from them, nor have i been refunded.
  I realize that in a time frame, this seems like not long, although all my attempts to contact this hoaxy business seem to go nowhere. They literraly just hung up on me again, after being on hold for 20 minutes.

  

  Business Response

  Date: 03/04/2024

  Hello. I truly do apologize for the confusion. We must have proof of ownership and ID before we can cut a key for your vehicle. This is to prevent theft. Since you do not feel comfortable submitting that, I have refunded your order and cancelled it. Also, I am so sorry that you had trouble getting ahold of us. We were short staffed last Friday, so our wait times were longer than usual. Please let me know if there is anything else I can do for you.

  Customer Answer

  Date: 03/05/2024

  
  
  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.
  

  
  Thank You BBB, you resolved an issue that might have taken months to resolve personally.

   

  ***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. 

• Initial Complaint

  Date:02/01/2024

  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.

  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

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:01/11/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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

  Date: 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 Answer

  Date: 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,
  
  
  
  *** ******* 

  
  

  ***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. 

• Initial Complaint

  Date:11/29/2023

  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.

  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

  Date: 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

  Date:10/23/2023

  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.

  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

  Date: 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

  Date:03/07/2023

  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.

  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

  Date: 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.

  **********