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:02/16/2024

  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.

  Attempted to get duplicates of a house key at a Minute Key kiosk at a ******* the morning of October 1, 2023, paying $8 for two keys. Two keys came out but were uncut, i.e. they were blanks that hadnt been cut to match my original. ******* customer service told me to talk to **********************. At the Minute Key (also called Mr.Key) website I filled out a complaint form and in reply was told I would be sent a refund gift card. This arrives, is registered and I attempt to spend it. No go. After many phone calls, being told by screens I needed a PIN, being told by Filipino call centers I needed an activation code, attempting to use it as a credit card, being told by screens Unable to accept. Contact card issuer, I tell Minute Key I am going to complain to my state attorney General's ******************************* Now my questions are answered by a ******* of "MinuteKey escalations". She tells me the card has zero balance and that she will send me another card, but later (by now it's February) that she cannot because the balance on the card was spent in my city (********* **) back in November. I'm not sure if she is making this up but I didn't spend it and don't see how anyone else could have. So in the end, no keys, and after hours of phone calls, emailing and waits,.no refund.

  

  Business Response

  Date: 03/14/2024

  Hello, 

  We've investigated the details of this refund and our findings show that the original card was sent with the $8 loaded per the refund request. We currently show that the original card now shows a balance of $0. Due to the misunderstanding of the pin when when the customer tried to use it we are sending an additional card for the amount of $8 dollars. The new card was issued on 3/11 and is in transit. We ask that the customer give it 4-5 business days for it to arrive. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 03/21/2024

  Just mailing to thank you for contacting the business with which I had an issue. The problem was finally resolved and my money refunded.

• Initial Complaint

  Date:12/05/2023

  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.

  ********* ******** ******* *******. I used the Minute Key kiosk to have a key made. I only needed one key. I inserted the key, chose my type, the cost was $4.99. A screen popped up for a free key, which I didnt want but there was no way out of the screen. So I chose the free key. The next step was payment and it wasnt until I paid that they show the amount which was now $10.48. At that point there is no way to go back or cancel. I had the customer service rep look as well; you have NO CHOICE to get out of it. Theyve already scammed you into buying a second key. Dont show the amount theyre charging you until youve already paid and you cant cancel and get your original key back, nor can you go back a step to fix anything. Its very obvious that this is intentional. I called them while still standing at the machine and they refused to refund the amount for the second key. Its only five dollars but Im livid that I got scammed. Although this is a third party machine ******* did see that this was not a good business practice and refunded my $5.25. I will be contacting them as well.

  

  Business Response

  Date: 12/11/2023

  Hello, 

  We regret to hear that the customer had issues with our interface and will investigate the transaction. There should have been an option to opt out of our Buy 2 get 1 free promotion. The promo is to help the customer save money on needing more than two keys and we take this feedback seriously. We apologize that the customers experience didn't meet there expectation as well as ours and will issue a full refund for the purchase. 

  Thank You, 

  Minute Key 

• Initial Complaint

  Date:11/09/2023

  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.

  I had 5 keys made for my office and none work. Because I purchased the keys within Lowes Hardware store, I waited until my next visit to the store to request a refund. I was told to contact MinuteKey and I did, but told it was over 30 day (by 12 days) and I could not get a refund. I never was given any return policy when I purchased the keys. I was offered coupon codes to make more keys, but I only needed keys for that one use and the Kiosk is out of order and Lowes has no idea when it would be fixed.

  

  Business Response

  Date: 12/04/2023

  Hello, 

  Please accept our sincere apologies for the inconvenience you may have experienced with our kiosk or keys.  
  
  At minuteKey, we take pride in ensuring our customers satisfaction.  Unfortunately, we did not meet your, or our own, expectations. We are taking steps to resolve these issues and our ultimate goal is 100% customer satisfaction. We will reach out to the customer and ensure that this will get resolved. 

   

  Thank You, 

  Minute Key 

  Customer Answer

  Date: 12/11/2023

  A MinuteKey Representative die get back to me with a full credit which I am highly grateful for.
  My is fully resolved.

• Initial Complaint

  Date:09/22/2023

  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 a key through a MinuteKey kiosk on May 27, 2023. I didnt try the key until recently. The key is not good - very **** and sounds to be scratching my lock when I use it. I do not want to damage my lock or break the key in the lock, so I wont be using it. I reached out to MinuteKey today and was told i could not get a refund because it was over 30 days. On the kiosk I saw that they have a guarantee for their key. When reaching out today I was told it was over 30 days and I would not get a refund. I dont think that is right when their guarantee doesnt say 30 days on the kiosk where the guarantee is pictured nor on my email receipt! The refund timeline information is not clearly available to customers based on the information I could readily see and the key quality for the key produced is not good/not usable/unsatisfactory quality!Furthermore, today in their email reply I was asked for my specific information (which now makes me uncomfortable having given it to them) including after I shared in my original email that I was told by your customer service telephone representative ***** that I could not get a refund because it was after 30-days. I did not realize not see this advisement and only tried it recently. and for nothing. They are helping to resolve my concern and again the key is not quality to be used!Im including a picture of the kiosk, pictures of my receipt, and pictures of todays email reply from MinuteKey.

  

  Business Response

  Date: 09/26/2023

  Hello, 

  We're sorry to hear that the customer had an issue with our key and will try to make this right. The key was purchased May 7th making it a more difficult to refund in our systems. We will follow up with a customer to resolve this. 

  Thank You, 

  Minute Key 

  Customer Answer

  Date: 09/26/2023

   
  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. If the Business does not follow through within 14 days to satisfactorily resolve my concern, I will reach out again to BBB to follow up.
  
  Sincerely,
  
  **************************************

• Initial Complaint

  Date:09/06/2023

  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.

  I used Minute Key's locksmith service. They were fast and able to open my car, but they did not tell me the cost ahead of time as they list on their website. I ended up paying paid $340, and typical services go for $70. I also have been trying to track down an invoice so I can get reimbursed by AAA, and I keep getting sent to a line with a full mailbox, and no one at customer service is able to help me or even get back to me... Absolutely horrible experience.

  

  Business Response

  Date: 09/26/2023

  Hello, 

  We are sorry to hear that the customer's experience with our locksmith service was subpar. Minute Key offers a locksmith solution to our customers in need through our locksmith referral program. We will follow up with our affiliated locksmith vendor and escalate the complaint. Please allow a few days for us to gather all the information and we will respond to the customer. 

  Thank You, 

  Minute Key 

• Initial Complaint

  Date:06/21/2023

  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.

  On May 12, 2023, I made a copy of my house key at the Minute Key kiosk inside the Canadian Tire store ****************************************************** I paid $5.64. However, when I came home to try the copied key, it doesn't work. I reached out to MinuteKey. They responded on May 16th stating they have issued a refund and the money should return to my card within ***** business days. I messaged MinuteKey again on June 6th telling them I still haven't received my refund although it's past 14 business days now. I messaged again on June 7th since I didn't hear back from them. Then on June 8th MinuteKey replied saying they have forwarded my credentials from their production system to their processing team again, with added details. I was promised in the email that "they will always respond within 48 hours". Nevertheless, no one ever contacted me again since then from MinuteKey and I'm still out of my refund money. I emailed again on June 14th to follow up but MinuteKey is not responding to my emails anymore. I even called on June 14th and I was bluntly told to keep waiting indefinitely for my money with no ETA on when I will ever get my money. I'm at my **** end at this point and don't know what to do. It's exhausting and stressful to keep chasing a big company for a simple refund.

  

  Business Response

  Date: 06/30/2023

  Hello, 

  We're sorry to hear that the customer is having issues obtaining their refund. I do show it was submitted several times but banking communication between vendor and ************ has taken too long to process. We've by-passed the refund process and will move forward with sending the customer a check for the amount requested. We appreciate the the customer's patience in this matter and hope to have this resolved as soon as possible. 

  Thank You, 

  Minute Key 

• Initial Complaint

  Date:03/14/2023

  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.

  Recently I called Minute Key for services, I needed a key fob for my CX-7. I have been requesting a receipt for 3 weeks. And every time they either try and confirm my email assuring me that I will receive it that day or they transfer me to an extension that never answers, or they tell me that It has been brought to the managers attention. So, when technician showed up, I showed him the *** I had previously and told him that's what I wanted. Well 2 1/2 hrs later he comes to my door and says he can give me a great deal if I pay cash, he also says that if anyone calls to verify my vehicle tell them that it's a CX-5 not CX-7. and hands me a key not a *** as requested and says that it will be $480.00. I asked for a receipt, and he said because it was all done on the phone, and I pad that he would have to send it when he gets back to office. I call several times every day and can't get a receipt. In the meantime, I called the dealership and ask how much for a key *** for my car and was quoted $500.00. I feel like Minute key ripped me off and tore my ignition apart to assist making the key as I have never had a key Just a ***. I have also requested a mailing address for them and they refuse to give me one but their number is ************

  

  Business Response

  Date: 03/14/2023

  Hello, 

  We are sorry to hear about the inconvenience that the customer experienced with our locksmith referral program. Minute Key offers a third party ***************** to our customers in need. We don't control the price or the transaction details on what was agreed upon for the service. We have escalated this request to our third party to obtain a receipt for the service that was provided. 

  Thank You, 

  Minute Key

  Customer Answer

  Date: 03/15/2023

   
  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,
  
  *********************

   

  Hello,

  Although, I won't receive any kind of a refund I would still appreciate a receipt. I'm also at a loss to why Minute Key would allow a 3rd party like this representing their name.  After the fact I have read many reviews on Minute Key and I am not the only one that has had the same experience.  ****** learned! In the future I will read all reviews before I request any services.  Thank you for your timely response and hope to see a receipt soon.

   

  Thanks!

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

• Initial Complaint

  Date:02/20/2023

  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.

  Transaction was 2/20/23 at Lowes Hardware. I selected to have one brass key made for ****. An offer came up asking if I wanted to select add an additional key. I declined the offer as I only needed one key. The machine asked if I wanted to pay by card or cash. I selected card and tapped my card. The machine charged me **** which is the cost of 2 keys. I called the lowes representative over however she stated this was not one of their machines and to call the toll free number. The machine proceeded to print a total of 3 keys. I called the toll free number from inside of lowes and gave the last 4 digits of my card so they could locate my account as there was no receipt provided from the machine. I was told that I selected to have 2 keys and they would out of an act of goodwill send me my receipt and allow me to keep the 3rd key free or charge. I advised I didnt select to have 2 keys made, it printed 3 and charged me for 2. She said it happens sometimes but were allowing you to keep the 3rd one as if this is my fault. I would like a refund and to only be charged for the one key I needed.

  

  Business Response

  Date: 02/22/2023

  Hello,

  We apologize for any inconvenience the customer my have experienced with this transaction. The customer has been contacted and the refund has been processed. 

   

  Thanks, 

   

  Minute Key

• Initial Complaint

  Date:02/15/2023

  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 February 11, 2023 I attempted to use Minute Key at their kiosk inside ******* on Pacific Avenue, ***********. It ran me through the prompts including swiping my credit card for payment. It was only then at the very end did a message appear on the screen stating that machine is out of order and I wouldn't be charged. I checked my bank account and I was charged. Since then, I've attempted to contact Minute Key for assistance for a refund. I've sent their form for the request. I've attempted to call their customer service number and all I get no matter what prompt I select is a loop where it brings me back to the beginning of the message saying "Welcome to Minute Key".

  

  Business Response

  Date: 02/20/2023

  Hello, 

   

  We apologize for any inconvenience the customer has experienced with our machine. We have contacted the customer and resolved the issue. 

   

  Thank You, 

   

  Minute Key 

  Customer Answer

  Date: 02/20/2023

   
  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:01/04/2023

  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.

  They overcharged me and wouldnt give me a receipt and they wont get back to me on the phone and *** called several times to speak to a manager and they hang up on me

  

  Business Response

  Date: 01/06/2023

  Hello,

  We've reached out to the customer to get further details to help us address the request. Once we have all the information that we've requested we can investigate the claim. 

  Thank You, 

  Minute Key