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:09/19/2024

  Type:Order 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.

  Please be aware of this company- and if you don't believe me, look at the multiple claims of fraud/ unethical business practices evident on the BBB. This company performed shotty and incomplete work when I paid them over 400 to create a *** keyfob, only to find out they did not create or cut the essential emergency key as part of the price. When my alternator went out, my key was rendered absolutely useless, and the keyfob now only periodically works so without the emergency key, there is no way to continue to safely use it. Additionally, they lied and misquoted me a price to create a ****** keyfob, and tried to add on an addtional 80 cost after canceling the first appointment. When I refused to pay an additional cost (I was told this was the reason the first appointment was canceled by them to secure this 80 "code" that the company was supposed to purchase), they kept a copy of my key- which is a criminal and safetly issue. I have requested, over 10 times, for a manager to call back to rectify both situations. No one has called, and they have done something that renders me unable to call the business.

  

  Business Response

  Date: 09/20/2024

  What I can see from looking up the phone number provided in the complaint. 
  
  August 29th 2023 over one year ago, customer called for a new key for a 2007 *** 328XI key and due to reschedules from customer job was completed Sept ********, Notes show that when the job Prior to the job being completed the vehicle was showing codes for oxygen sensors, Not something we can diagnose or repair as that would require a mechanic, customer was informed of the issue. We were not contacted back on any issues with this service or this key. I have attached the digital receipt for this job showing the charge was on september 7th 2023. Card number has been blacked out for customer safety, date has been highlighted. 
  
  July 12th 2024, customer called in to request a duplicate key be made for a 2019 ****** Camry, Customer did not answer calls from tech, but texted back asking if she could set an appointment for when the car was returned back to her ( notes show her son had the car at the time, at that time the tech provided a quote for a duplicate car key for a 2019 ****** Camry. Customer infomed tech she would phone back when the car wa returned. And appt was set for July 19th 2024, but on the date of the appointment customer advised that the car needed to go in for service at a repair shop and appointment would need to be rescheduled.  July 26th 2024 the new appointment had to be rescheduled again as the customer informed us they would be out of town. August 13th 2024 customer asked if we could come out that same day to make the duplicate key fob for 2019 ****** Camry, quote was confirmed with customer  however customer said she had to go into a meeting was not able to meet the tech. August 14th 2004 when tech arrived the ****** camry would not allow the key to be programed, advised the vehicle be returned to the repair shop for further diagnosis and nothing was charged to customer. 
  
  September ******** Customer called back stating that she was charged $80.00 for a "code fee" and the key she was provided would not work, at that time she was informed the last time we were out to her was august 14th 2024 and we did not provide a key nor charge her any money. She insisted that our tech came out August 27th 2024 made a key, and that key caused a new light to come on the dash and was not not working. Our company was never out to her August 27th, we had advised her august 14th 2004 schedule have the vehicle repaired and call us back so that we could complete the job, but did not hear back from her until someone else was out and made a key. 
  
  
  

  Customer Answer

  Date: 09/24/2024

   Complaint: 22309542
  
  I am rejecting this response because:
  
  There was no error in the Camry causing an issue to be made with the key. I rejected paying additional money to the tech so he kept my already carved key.
  
  The *** key that had been purchased and told by the tech to be completed was not completed. The emergency key was not carved as part of the key fob construction. This was not discovered until an emergency situation warranted the use of the emergency key- which was not made as part of the key construction.
  
  Business either needs to refund the money for the incomplete *** key fob or complete the work on the fob, carving the emergency key- which is an essential and built in part of the key- which was presumed  to be completed in the purchase of a new one, but was not.
  
  
  Sincerely,
  
  **** ********

  

  Business Response

  Date: 09/27/2024

  Original work was performed Sept, 7th 2023.
  It has past the Refund / rework time frame, policy can be viewed at the bottom of the singed paper invoice provided to customer at time of service.  
  
  
  

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22309605
  
  I am rejecting this response because: Request to correct malfunction in key was made well before warranty period expired but never resolved.
  
  Sincerely,
  
  **** ********

• Initial Complaint

  Date:07/27/2024

  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 called to have a tool door unlocked on my service truck. I was connected with a tech named Elo. He said he would be at the job an hour and a half after he called me. i waited for hours, he never showed up and never called me to let me know if something came up. I waited hours for this man completely in the dark, no word about anything. I called to express my displeasure and was connected to some Indian on the other side of the planet. The indian tried to help as best they could but nothing materialized. NO ONE came to help me. I waited all day. Disgusting service. 0/10 would NOT recommend. Terrible company.

  

  Business Response

  Date: 07/29/2024

  This complaint is not for our company, We do not have a Locksmith by the name of "Elo", Or anything close to that name. We also do not have "some Indian" taking our calls. I do not know which company this person called but it was not ours. 

• Initial Complaint

  Date:04/09/2024

  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 my 2021 forerunner from the dealership and I was looking to get a spare key. They werent able to get me a spare key so I called Red Rocks locksmith thing and they were able to program a key for me. The problem is the key they made for me is not going to work if theres anything ever happens with my fob its a dead paperweight. I tried to give it to the dealer when I got my fob fixed last week and they said that they could not program it Ive been calling the company several times leaving messages just asking for refund and I even told **** give them back their fob, I dont think its fair that they sell products that do not work the key they sold me will stop working maybe a week to two weeks. The dealership couldnt tell me, but I do know that the new key I have will not work with the fob that they made all Im looking for is a refund *** services that I cannot use

  

  Business Response

  Date: 04/10/2024

  On march 18th 2024, customer contacted our company to make a spare key for a 2021 ****** 4Runner, Our company came out to customers location and provided this service.
  
  As of yesterday (3 weeks and 2 days after the key was made)  Five different customer service representatives, on five different phone calls with the customer confirmed there is currently no issue with the key provided and it is still functioning properly. {{ All phone calls are recorded and recordings can be provided upon request }}. 
  
  A refund has been requested because someone told the customer that the key might stop working in a week or two, Not because there was a failure with labor or faulty parts. 
  We can not provide a refund based off something someone told customer might happen someday. 
  
  It has been our experience in many cases' where a dealership tells a customer we can not make a key that we can or that they are the only one who can do something we have been doing for a long time. The dealerships are ran off sales, and in this case as many times in the past they will attempt to scare a customer into a unnecessary purchase. 
  

  Customer Answer

  Date: 04/10/2024

   
  Complaint: 21553705
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***************************

  Customer Answer

  Date: 04/12/2024

  So what red rocks lock ***** is saying is the ****** dealership that specializes in these vehicles is lying and that the product I was sold will keep working even though I could not reprogram it and I may or may not be out or my husband or my son and the fob fails and so I have to then get it towed to a dealership get all the fobs together and pay for them to be reprogrammed. But wait I cant reprogram the fob that red rocks sold me so then I am back where I started before I used their service.also for a big company they dont have a warranty on their products?  I was given 3 months according to *** and I called within the first few weeks. So dont I have the right to a refund now knowing that my fob is not compatible with my vehicle. I dont even want to take it incase I get stuck somewhere. Red rocks got their money they dont care if I can get into my vehicle or not. But I do. 

• Initial Complaint

  Date:06/02/2023

  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.

  Red Rocks came to create a new key for me. I gave the tech my existing key to look at as he was programming the new one. The new key did not work so I was talking through a compromise of not paying the full $500 for a key that didn't work. The tech said he makes $20/hour so that's $230/hour for the owner or $478,400 a year. The tech put his boss on the phone since I said I wasn't going to pay the full amount for a key that doesn't work and was trying to negotiate. His boss didn't realize he was on speaker phone and said in a rapid voice, "Take both her keys and leave." I started crying because it was a long day and I had just gotten off a flight and was exhausted. The tech replied, "Oh is that the card you're gonna play?" I am an HR Leader and customer service is at the heart of what we do. I am FLOORED that a company would not compromise, would be so shady, would be so RUDE to the customer and most importantly, LITERALLY STOLE MY KEY. They can put whatever spin on this they want as a shady business but THEY STOLE MY FOB and took off and now I have no key to my car.

  

  Business Response

  Date: 08/21/2023

  I'll start with the fact that the numbers posted above are completely inaccurate,and is not a accurate or complete depiction of tech salary, or any cost the company occurs such as parts, building expenses, tools, vehicle upkeep and maintenance, office staff salary or other overhead expenses paid out. To address the actual complaint here, Our locksmith preformed 3 hours of work on site, made a key, prior to making that key he informed customer which functions may not operate the same way as the existing fob, gave a price that was agreed upon before he started work. After the key was complete and worked as it should ( started the car / unlocked the car ) the customer wanted to negotiate price and refused to pay the balance due. The customer was attempting to scam our company, waiting until the job was complete in hopes that we would lower the cost because the techs time was already spent, the gas to get to her location had already been used, the parts needed to complete the service were now a complete waste. When this tactic did not work the customer refused to pay at all. The tech yes called the owner and explained the situation to get further assistance on how to handle this situation,  The tech was advised to take the key he had made and go ahead and leave. At this time the customer called the police on our **********************, the police arrived on location, the situation was explained to them in full by both the customer and the ********************** on site. The police agreed that the key she did not pay for was not hers and she did not have a right to demand it be turned over to her until the full balance was paid. The police confirmed that she had her original key and the tech on site had the one he had made for her, she still refused to pay for the key, so the tech left with the key we had made. We will not turn over a key that was not paid for, in order for the product to belong to the customer it must be paid for. 

  

  Business Response

  Date: 08/21/2023

  The police were called out to this call. this customer attempted to scam our company by assuming we would take something rather than nothing, which is not the case, we would rather be out the money than allow customers to dictate prices. The police were ON SITE at the time of the situation and saw she had her original fob, we had the one she refused to pay for, aurora police department agreed without paying for product or service the key was not hers and allowed our tech to leave with the key she refused to pay for. 

• Initial Complaint

  Date:11/30/2022

  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.

  Called Red Rocks Locksmith on Sunday November 27, 2022 regarding a key reprogramming regarding my ***** equinox I had recently installed a new ECM computer and wanted to know if they could program the key that other locks smiths had said they did not have the program. He said he would come out and look but he was sure he could help me. My husband called him back regarding fees and was told it was a ***** service call. Locksmith arrived said you need and new key took my old key and made a second told us he could not reprogram so he was charging us for the key $160.00 plus $20.00a total of $180.00 I feel this a a scam he did not need to make a key when I already had one its a trick to force money from people he did not complete work the unnecessarily extra key made I did not ask for did not start the vehicle.

  

  Business Response

  Date: 12/12/2022

  Charges were agreed upon prior to service, Customer had the option of not using us for this service if they felt as if another company could or would do something different. The *** in the vehicle was changed prior to our services being rendered due to other issues with the vehicle. This was not your typical lost or broken key situation, do to the *** swap and the mechanical issues the vehicle has / had that caused the client to have the *** swapped to be necessary for this vehicle options for getting a working key where/are limited. The Locksmith on site was very clear about what he needed to do and why. Charges were discussed, agreed upon and signed for prior to the locksmith providing any work. 

  Customer Answer

  Date: 12/12/2022

   
  Complaint: 18486270
  
  I am rejecting this response because: That is a lie nothing was signed for prior to work and we asked for fees the locksmith I did not tell us anything or let us know any pricing prior to making an unnecessary key. He was called out to reprogram the key that we had to the *** $160.00 for a key we dont even need. 
  
  Sincerely,
  
  *****************************

  

  Business Response

  Date: 01/12/2023

  I have attached the invoice the customer signature,
  
  you will find it just under the lines 
  
  I hereby certify that I have the authority to order the work designed above. Further, I agree to absolve the tech, the company, its personnel and affiliates including subcontractors who bears the authorization from any and all claims arising from performance of such work. All sales and services are final. All deposits for material and/or services are non-refundable. Estimates and/or deposits are good for 30 days. 
  The above prices, services, materials, specifications & conditions are satisfactory and hereby accepted.  
  
  Showing that the customer agreed to the price, materials and conditions,  agreed all sales and services are final, and also agreeing to the company to absolve the tech and its personnel and affiliates from any and all claims.