Complaints

This profile includes complaints for Keyed In LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Keyed In LLC has 2 locations, listed below.

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  Keyed In LLC

  4401A Connecticut Ave NW Ste 257 Washington, DC 20008-2358

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  Keyed In LLC

  8750 Georgia Ave Apt 1505B Silver Spring, MD 20910-3689

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:06/21/2023

  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.

  In January 2023, the DC office of Keyedin recommended to and sold our Condominium Association a ******** entry and call box system for $9,300. Keyedin installed the system. The system functioned properly until June 2023. At this time a Keyedin employee named Shay came to the unit at the request of the Association management company to add new residents' names to the call box entry system. Prior to Keyedin's visit, the box was functioning perfectly. Almost immediately after Keyedin completed its system adjustments, the system failed. After Keyedin had opened and adjusted the name list function, the system failed to display our residents' names and the remote opening function was completely inoperable. We called Keyedin to come back out to inspect the system and after doing so they claimed that the system required a new motherboard. Keyedin had no explanation for why a brand new system which was was working perfectly just before they opened the box to make adjustments, but failed immediately after they performed work on the box. They then sent the Association a proposed invoice asking for $3,600 to repair the system. It is a virtual certainty that KeyedIn's technician caused the 6 month old system to fail -- probably by shorting the motherboard. However, Keyedin refused to accept responsibility for their poor repair work and then tried to profit from the incident. They should have taken responsibility and offered to make repairs free of cost. Instead they tried to profit from the incident. I would not recommend this company. We would like Keyedin to take responsibility and cover the cost of the repair.

  Business Response

  Date: 07/13/2023

  After the ******** callbox failed, we immediately contacted the manufacturer and created a warranty claim after tiresely attempting to fix the issues with ********'s customer service. The customer service acknowledged that the issue is a result of a motherboard failure, not connected to a human error or incorrect programming. 
  The motherboard is under the manufacturer warranty and needed to be sent back for replacement.
  In order to get the system operational ASAP we suggested installing a new motherboard while we wait for a credit from the manufacturer. KeyedIn advised the customer that in order to ensure a continuity of service, it is best to buy a replacement motherboard, send the faulty motherboard back to ******** and have ******** apply the credit to the new motherboard. In essence, the customer would not be charged for the new equipment, only for labor. The labor was charged because the issues occurred past the warranty period given for labor. All terms and conditions are specified in KeyedIn's invoices. Labor, and expedited S&H of the new equipment resulted in the cost for the customer. The customer will receive the credit from the manufacturer for the faulty equipment. 
  The aforementioned was discussed and agreed upon by the customer and KeyedIn via a telephone conversation ahead of the repair. The property manager for the customer approved the work in writing ahead of the work. 
  As promised, KeyedIn installed the new motherboard and sent the defective motherboard for credit. KeyedIn is in communication with the property manager to issue the promised refund for the equipment. Currently there are no issues with the callbox and its operation.