ComplaintsforAKM Auto Key Masters

• Initial Complaint

  04/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On April 11, 2024 we had or vehicle towed to get a replacement smart key. When the vehicle was rekeyed and driven up to me it was working. Then after paying and I was attempting to leave the key would not start the vehicle. The owner came out several times with different keys to restart the car. This took about 45 minutes of trial and error. Finally he was able to start the car and he said he had given me the wrong key in the beginning.!! He had to come out several times working with different keys to get the vehicle to start. I returned to my home which was less than a mile away from the shop. We packed the car for our trip, got in the car and it would not start. The message said no key was detected. I called the locksmith and was told by the owner to bring the car back to the shop!(how was this possible)!! We asked if it was possible to send technician to us to rekey since we were less than a mile away. He said this was not possible. It became evident that we had purchased a defective product. Also we would be taking a life risk driving the vehicle since the keys had presented so many problems. We decided to call the Enterprise rental company and they were able to bring us out another vehicle. Upon looking at the key by their technician we were told that the proper work was never done on the key. That whoever did the work at the locksmith had not done the job that was needed to make the key effective. They let us know we had been ripped off. I called to tell the owner and left a requested that he call me back and I get a refund. I called him on 4/11,4/12, 4/13 while on our trip. I left messages with his assistant because he was never available. No one ever returned our calls. On 4/15 after returning to town, I went to the business with the defective key and was told by the assistant that the owner said he would not refund the money. In other words I paid for a defective key. I want my money refunded to my debit card. This was very poor customer service. I told the assistant that I hope the owner would contact me to resolve the issue or I would go to the Better Business Bureau. He has not responded. That is why I am making this complaint.

  Business response

  05/06/2024

  TO Whom it may concern !

  we didn't receive any email or paper mail with tree above complaint , first time we learned about it was Thursday May 02, when we received a call to the office!

  please update our files so we can receive communication properly .

  ATTACHED IS OUR RESPOND LETTER .

  Customer response

  05/08/2024

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

   

  Yes. Got my money back. I called the bank and explained and they gave me credit on my card. Never heard from the business .  

  Sent from my iPhone

   

   

  
  

  Customer response

  07/12/2024

   
  I am rejecting this response because:

   

  I  am still trying to get my full refund. ******** withdrew my payment because the business would not give the money back.    The locksmith manager would not let me return the key and he wanted to give me 40% of my money back only if I agreed not to give him a bad review .  This was unacceptable to me because he knew he was in violation and not authorized to rekey Enterprise cars. He said he was able to rekey the car but he was not on the authorized list to do so. Enterprise acknowledged  that is why we were having so much trouble with the key.  The manager at Enterprise on Indepedence is willing to confirm this with you. The locksmith scammed us. See attachments

   

  
  

  Business response

  07/15/2024

  To whom it may concern 

  Thank you for notifying us about the recent response to the complaint  We appreciate the opportunity to address the concerns raised and to clarify the situation. At *** Locksmith, we take customer feedback very seriously and are committed to resolving any issues to ensure complete customer satisfaction.
  on our previous respond our company offered to resolve the matter by offering 40% off back to the customer .

  our company still rejects all accusations and false information they. key works fine, prices are correct and yes we can absolutely make keys to the rental companies further more they hire us directly to so in many places on many occasions .

  our offer for the refund of 40% still stands , we offer it ingot faith ion order to resolve the matter.

   

  Customer response

  07/17/2024

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

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  On 2/23/2024 I misplaced my smart key and had to have a new one made in ********* where I was at the time. I was told that my old keys could still be compatible for the car. When I got home, the old keys did not work. The new key had a different configuration from the old keys, and the trunk does not open remotely. Paid $185 for the road service. AKM refused any remedy unless I returned to *********, which is ludicrous since I live In ***************, which would be a 7 hour roundtrip drive.

  Business response

  02/28/2024

  We would like to respond to this complaint with sincere apologies to any inconveniences we may have caused.
  It's important for us to respond to our customers quickly and efficiently,but sorry if we failed to do so this time.
  A little about who we are, ************* shop is a small local business operated by a husband and a wife who loves 
  their profession and the mission we set to ourselves ,helping others,problem solving and smiling faces.
  We take our customer service seriously.

  After internal investigation of the matter we found that the customer placed a call with AAA for a service, we informed him that we can't service until the next day since we needed smart key for his car he wasn't happy but agreed.the following day we arrived to the location in order to make him a key fob the sway he can travel back home.

  customer was happy and headed back home. customer called 2.25 to advise that he found his spare key at home but its not working and claimed that we promise it won't, we can't promise things like that ! we explained to him them that we won't erase the existing keys in the system however sometimes it happens we can't predict it.

  we offered him when he travels back to ********* we can program them all back to the car FREE OF CHARGE, he refused and wanted us to pay another locksmith to do so, we explained to him that we are sorry we want do that we offer service in ********* but we can't pay for another locksmith service back were he reside.

  However we would like to express that At AKM Auto key masters , customer satisfaction is our top priority, and we are committed to ensuring that you are completely satisfied with our services, with that we are willing to refund the amount off $150 back to the customer credit cars for him to pay for the programming he requested .

  we are hopping that by offering this remedy we were able to come to a mutual agreement.

  
  

  Customer response

  02/28/2024

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

*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. ↩