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:04/12/2025

  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.

  I purchased three keys through a minute key kiosk at my local *******. None of the 3 keys worked. when I called the 800 number and explained my issue I was hung up on. *****. No receipt was available after purchase and the kiosk would not accept my credit card so I had to pay cash. I have filed an online complaint with their customer service a requested a refund but have received no feed back.

  

  Business Response

  Date: 04/25/2025

  Hello, 

  We sincerely apologize for any inconvenience the customer has experienced with our refund process. The customer was contacted and we were able to find the transaction in question as well as issue a refund. 

   

  Thank You, 

  Minute Key 

  Customer Answer

  Date: 04/25/2025

   
  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,
  
  ******* *****

• Initial Complaint

  Date:01/15/2025

  Type:Delivery 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 used Minute Key kiosk at a local ****** to duplicate the office key. The kiosk worked easily. My receipt and a subsequent email indicated the key would ship within 3-5 business days. After waiting 10 business days, I did not receive the order nor had any follow up emails regarding shipping. So, I have contacted the company every day for three days to find out when the key will ship. Problem 1. There is not a customer service option when calling.Problem 2. I spoke with two individuals (one twice) each confirming the order then indicating a team member would return my call. No returned call has occurred to resolve this.Problem 3. I still am without a key to the ********* not use this service.

  

  Business Response

  Date: 01/20/2025

  Hello, 

   

  We sincerely apologize for the inconvenience you experienced with your recent order. After reviewing your case, weve located your order and are in the process of resending the product to you. In addition, we have issued a full refund for your purchase.
  At Minute Key, we strive to provide the highest level of service to our customers, and we regret that we fell short of your expectations on this occasion. We are committed to resolving this matter to your satisfaction and appreciate your understanding.
  Thank you for your patience, and we hope to serve you better in the future.

   

  Thank You, 

  Minute Key

  Customer Answer

  Date: 01/20/2025

   
  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,
  
  **** *********

• Initial Complaint

  Date:11/13/2024

  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.

  On Thursday, October 10, 2024, I used kiosk K11970 to make 3 keys and was charged a total of $10.70. None of the keys worked. A refund request was filed on the MinuteKey website later that day. A call was made to follow up on the refund on November 13, 2024. I was not able to understand the first representative and had to call back. The second representative said I could not get a refund since it had been more than 30 days. When I explained that the refund request was filed the same day of purchase, she claimed she could not find the refund request and was not willing to refund any money, but offered coupons instead. I want my money back.

  

  Business Response

  Date: 11/14/2024

  Hello, 

  We apologize about any inconvenience the customer has experienced with our kiosk/keys. We were able to find the transaction and issue a refund. The customer should have received a refund email notification. We are taking steps to ensure that the kiosk is calibrated and that key accuracy is met to our highest standards. 

  Thank You, 

  Minute Key

• Initial Complaint

  Date:09/16/2024

  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 went to a kiosk to duplicate a key. It was advertised that it would work or you get your money back. I had two keys made and neither of them worked.I tried to put a request for a refund through their website but it comes back as undeliverable. I tried 2x. I also tried a generic information request through their website and that was undeliverable as well. I tried calling their number a couple of times and no one answers and there is no answering machine. It was a kiosk so I don't know how I could possibly reach them

  

  Business Response

  Date: 09/17/2024

  Hello, 

   

  We apologize for any inconvenience the customer experienced with our keys and have taken action to issue a refund. The customer was also contacted and should see the refund within 3-5 business days. 

   

  Thank You, 

  Aj 

  Customer Answer

  Date: 09/17/2024

   
  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. It satisfies my complaint but I hope in the future and for other customers they fix it so there is a response without needing to go through the BBB to get a response.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair 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.

  Purchased 3 duplicate house keys that did not work. I requested a receipt from the kiosk, it did not print one.Tried contacting customer service three times to resolve issue. Have not heard back. I cannot recommend this company.

  

  Business Response

  Date: 08/21/2024

  Hello, 

  We are sorry to hear about the experience the customer had with our keys/kiosk, we are taking steps to ensure the kiosk is calibrated properly for key accuracy. We've reviewed the customer's call and transaction details found that the customer was refunded for the amount of $10.60. Our kiosk email receipts and sometimes they get stuck in the spam folder, please ensure the customer has checked his spam folder as an email was sent to email handle workboxstaffing.com. Please let us know if there's anything else we can do. Again, our apologies for any inconvenience this has caused. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 08/23/2024

   
  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,
  
  **** **

• Initial Complaint

  Date:08/09/2024

  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 spent a little over $13 for 3 keys that do not work and one got stuck in the door, causing a headache! All 3 seemed to be a different size! They also did not send a receipt to my email. ****** doesn't provide a refund since they kiosks are independently operated, so they would not accept them back on my next trip to the store, so I contacted them online for a refund. They could not find my transaction with my card so I had to look the information up on my card statement since I had no receipt. They stated they could only provide me coupons for keys that don't work since it was over 30 days. No where on the machine said you must request a refund within 30 days and they never sent me a receipt so I'm not sure if the return terms would be on that, but they should advertise these terms because "Money Back Guarantee" in huge letters on their kiosks does not equate to within 30 days.

  

  Business Response

  Date: 08/13/2024

  Hello, 

  We're sorry to hear that the customer's keys didn't work. We will have one of our techs visit this location to ensure that it is calibrated properly. A refund for the transaction is in progress. We apologize for any inconvenience this may have caused. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:06/22/2024

  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 bought 3 keys and not one worked in my door!

  

  Business Response

  Date: 07/15/2024

  Hello, 

   

  We apologize for the inconvenience the customer is experiencing and are working towards a resolution. We've attempted to call the customer to get more details about the transaction location and the store address but the phone number provided wasn't active. We have sent an email to the customer and are awaiting on a response to move forward with the requested refund. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:05/16/2024

  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.

  On May 6, 2024 I had 3 keys made at one of Minute key kiosk that did not work even though it said 100% guaranteed. I called to if I could have them adjusted to work ,& they offered a coupon to do the same thing. I went to ****** but they wanted over 9.00 for 1 key this time, & 8.00 for ec additional key. I called my ************** advised that she would get the duplicates because I shouldn't have to run around back & forth for something 100% guaranteed & didn't. I'm 71 with only one house key so she was very concerned that I may lose that one. I called back today 5/16 to request a refund but was informed by ***** that I didn't qualify for a refund & must use the coupon. This is bad business practices & false advertising since it states 100% guaranteed. I never got what was promised to me & what I paid for. I requesting a refund. These machines should be taken out of the stores or inform of correct procedures when don't work.

  

  Business Response

  Date: 06/07/2024

  Hello, 

  We regret to hear the experience the customer had with our kiosk. After further review it seems that there may have been some confusion regarding the coupons that were issued.

  We've gone ahead and reimbursed the customer for the amount requested and have taken the necessary steps to recalibrate the kiosk and test it for key accuracy. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:05/10/2024

  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.

  Used their key-making kiosk on April 5, 2024 to make 8 keys.None of them worked.Reached out to customer service through the website to request a refund. Between April 12 - May 2 I have a trail of 16 emails between company and myself.They repeatedly asked for the same items (pictures of the keys and receipt) and gave me the run around. Told me to go to my bank to get refund.Told me they are sending to "Canadian Team"Said they can't locate the charge despite my receipt.Keys are for my work which is a charity. I had to go out and purchase additional keys while I wait.

  

  Business Response

  Date: 06/05/2024

  Hello, 

  We've reviewed the customer's inquiry and found that the customer requested a refund on 4/15 and received an immediate response from Minute Key customer service, stating that a refund request was submitted. The method of payment used for this transaction required our credit card vendor to request the refund directly from the customer's banking institution. We've verified with our vendor that this request was successfully sent and that the refund should have been reflected on the customer's banking statement. We apologies for any inconvenience that this has caused the customer and will reach out to ensure that the refund was received. 

   

  Thank You, 

  Minute Key

  Customer Answer

  Date: 06/06/2024

   
  Complaint: 21694762
  
  I am rejecting this response because there was no refund for us into our bank account. How would they know what bank account we use? I used a credit card for the purchase. The refund should be added to my credit card. The explanation they give makes no sense and is false
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 06/13/2024

   Hello, 

  We understand the customer's frustration and apologize for any inconvenience this has caused.  We are working with our payment client in ****** to have this matter resolved as soon as possible. We've reached out to the customer to notify them of next steps. 

   

  Thank You, 

  Minute Key

• Initial Complaint

  Date:03/25/2024

  Type:Service or Repair 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.

  Called minute key from a ****** search. Locked my keys in my car in Lowes parking lot. Called the minute key number. I was then contacted by a technician. He arrived in 30 minutes. Got my keys out of my car within 5 minutes. He charged me $185. I paid and then called to dispute the charges. I confirmed the current rate in this area is an average of $80 for this service. Minute keys website states that there are no hidden fees and up front estimates before the tech comes out. I never received an estimate. I finally got an invoice after several requests. The customer service rep said there was a $29 service call fee and the service charge can range from $90-200 depending on complexity of the job. My job was done in 5 minutes with the use of basic tools and no issues, but they still couldnt explain why my service charge was on the higher end of their range. On the bottom of the invoice it says that the customer was satisfied and there were no complaints. I asked for that to be removed and they said they could not remove that. I asked about leaving a review and they conveniently didnt have a ******** page or website or way to send a review. The manager I spoke with was very rude. This was the worst service experience I have ever had.

  

  Business Response

  Date: 04/09/2024

  Hello, 

  We've reviewed the customer's inquiry regarding the charges of the service that was provided by our third-party vendor. The customer was quoted a range of $60-$150 plus the $29 service charge. We've requested that an invoice be provided to the customer of the charges and were told that the invoice was sent. 

   

  Thank You, 

  Minute Key

  Customer Answer

  Date: 04/09/2024

   
  Complaint: 21483798
  
  I am rejecting this response because:
  This amount was not quoted to me up front on any of my phone calls or interactions with the third party vendor. It was only told to me after the service was performed. Minute Keys website states that there are no hidden fees or charges and all prices are disclosed before the service begins. I would like a refund of $85. 
  
  Sincerely,
  
  *******************

  Customer Answer

  Date: 04/12/2024

  I am emailing to inform you that minute key has reached out to me and refunded $85 towards the service cost that I was originally charged. It has hit my bank account so I would like to show in my complaint on BBB that they have satisfied my request. How do I go about doing that? Do you have a link that I could follow to be able to do that? 
  
  Thank you,
  *******************