Complaints

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

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KeyMe Locksmiths has 62 locations, listed below.

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  KeyMe Locksmiths

  2000 Gateway Blvd Ste 100 Hebron, KY 41048-8200

• 

  KeyMe Locksmiths

  4010 Monroeville Blvd Monroeville, PA 15146

• 

  Key Me Locksmiths

  2471 W Cheltenham Avenue Philadelphia, PA 19150

• 

  KeyMe Locksmiths

  9910 Frankford Ave Philadelphia, PA 19114

• 

  KeyMe

  380 Highland Xing East Ellijay, GA 30540

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:09/16/2024

  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.

  On 09/12/2024, I contacted Key Me Locksmiths because I lost my key and needed a new one made for my **** **** *******. The first technician, Gabriel came and made a key which only worked for the door and not the ignition. I called him back the same day and after telling him my issue, he refuted my complaint and proceeded to berate me and lie and would no longer return to correct the work as he promised, and then ignored all my subsequent calls. I called support for help and they proceeded to tell me a manager would call me back and that also never happened. After dozens of calls to their numerous phone numbers and countless representatives, another service technician, Enrique, came out around 10PM on 9/13 and made a key without a keyfob which he then used a rubber mallet to jam the key into the ignition. The key became stuck he removed it and said I would have to “play a game to get the key to work” and also recommended having a rubber mallet handy in order to do as he did and hammer the key in. He also said to call him if any problems arise. The very next time I used the key it became stuck in the ignition and I couldn’t start the car or remove the key from the second position and shut the car off. Enrique, like Gabriel ignored my calls and voicemails would not return to fix the issue. Once again, customer support, various so-called managers and back office employees were rude, unhelpful, unresponsive, and never tried to help resolve the issue they caused. As a result of the key being stuck with the battery on, my battery died and I had to take my car to a mechanic and pay to replace the ignition lock assembly and battery because of the damage the technicians caused. Also, my 3 year old autistic son had to miss three days of therapy because of the issues that this company caused me and I also had to miss 5 days of work.

  Business Response

  Date: 09/16/2024

  Thank you for bringing this issue to our attention. We are sorry for the experience this customer is having with our partner locksmith. We are looking into resolving this issue for the customer. I have reached out to the customer by email.

• Initial Complaint

  Date:09/12/2024

  Type:Billing 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.

  This occurred the morning of 9/9/24. I locked my keys inside of my house, so I called KeyMe Locksmith for service. I spoke to a woman who says she'd have an agent contact me ASAP. I had a guy show up in an unmarked car, started to work on the door then told me the charge would be $389. I was never given a quote ahead of time, I don't know who the man actually works for and I was absolutely overcharged. I paid via *****. According to the app, the gentleman's name is Shalev A*****, tho he told me his name was "Ben".

  Business Response

  Date: 09/20/2024

  We have spoken with ** ****** and have a resolution in place. We are sorry for the experience had with our partner. We will reimburse *** ****** $189. Thank you.

• Initial Complaint

  Date:09/12/2024

  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 Keyme because when I google local locksmiths this came up and made it appear as if it was a local company. It is not local (based out of ** and I’m in **). I called and they provided a quote. After I told them I would think about it they called and texted me repeatedly then booked me an appointment without my knowledge. When the technician arrived he said it would be a $69 fee just for coming out. He had no business name on his van, clothing or anything else and did not have a business card when I asked for one. I took a photo of his license plate and a “license #” displayed on the van that was presumably a locksmith license number but which didn’t yield any results when searched. Not even the invoice had a company title on it. He charged me more than what was quoted and I felt obligated to pay because of the call out fee. The company followed up with me on a number that came in as ‘potential spam.’ I’m quite fearful that they have key copies to my house and are not a legitimate business.

  Business Response

  Date: 09/16/2024

  Thank you for bringing this to our attention. We have reached out to the customer as requested. We are looking forward to providing a satisfactory resolution to this issue. 

• Initial Complaint

  Date:09/09/2024

  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.

  I needed two locks rekeyed. KeyMe Locksmiths connected me with a man whose phone number is ###-###-####. I told him over the phone that we needed potentially 3 locks rekeyed, to which he gave me an estimate for $85 total. He came to my house and I showed him the two deadbolts I needed rekeyed. He said the deadbolt to my front door needed to be changed out, to which I agreed to a gold color that doesn’t completely match our existing door handle and thought it would be part of the service. When it came to paying, he told me that it was now $85 per lock, and added on a deadbolt cost of $140. He never told me that changing the deadbolt would cost that much until after the service was already done. Not to mention, he took the decorative front plate of my front without asking. I feel scammed, especially since I told him I could have bought a $20 deadbolt from Lowe’s like I did with the other deadbolt I provided him to rekey. I payed him $310 via *****, anticipating I’d call the company and get refunded for it. He told me to ***** his friend because his ***** wasn’t working. I called the company 5 times, each time they told me they’d have a manager call me within a couple minutes, to which they’d then hang up on me. Through the person who rekeyed my locks, I found out they contacted him about the complaints. The locksmith seemed aggressive over the phone, making me hesitate to reach back out to the company again myself. He texted me that I’m not getting refunded. I’m fine with having the two rekeys be $85 each, but I want my money back for the $140 deadbolt, and the rest of the door / lock hardware he stole from me.

  Business Response

  Date: 09/09/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

  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. 
  
  
  
  Regards,
  
  
  
  ****** *********
  

• Initial Complaint

  Date:08/13/2024

  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.

  On the night of July 18th, 2024 I called what appeared to be a local KeyMe branch to help me gain access to my apartment after getting locked out (the business address on Google turned out to just be the location of a key duplicating machine, not an office as I was lead to believe). They dispatched a locksmith to help, and the locksmith that came damaged the property in his attempt to gain access to my residence.
  
  He did not come prepared to perform the job in a professional manner that mitigated property damage (i.e. bringing a lockpicking set to unlock the door), and instead jammed a flathead screwdriver between the door and the frame to insert airbags, which resulted in large chunks being taken out of both the door and frame, as well as bending the metal weather seal/interlock between the two to the point that the door was unable to latch securely after he finished the job. As this was my first time calling a locksmith I assumed this was standard procedure, and it wasn't until after the door was open was I able to see the damage caused in the process. Subsequent internet searches informed me this is not how licensed locksmiths would gain access to a residence. The locksmith denied the ability to pay via credit card, suggesting only cash or ***** payment, so I was unable to have any sort of consumer protection in paying the locksmith. I am now out $500 for the services charged by the locksmith and am liable for the damages to the residence I am renting that was caused by the locksmith.
  
  I have reached out to the locksmith himself who has refused to provide a refund, and I have not received a response to my support request from KeyMe in approximately two weeks.

  Business Response

  Date: 08/14/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

  Customer Answer

  Date: 08/21/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below:
  

  I have not been able to get in contact with anyone regarding the matter. "********* ************ ********" emailed me promptly after submitting my BBB complaint, only to go MIA when I replied to their email the following day. I'm being told to call their partners myself to sort out the situation, only to be hung up on multiple times or be directed to the wrong department that is unable to redirect me to the proper people to sort out the problem. I feel as though I'm being run around the block so they can avoid taking accountability for the damages done to my property. 

  Regards,
  
  
  
  ***** **********
  
  

  Business Response

  Date: 08/26/2024

  Hello, we were made aware of the issues with communicating with our locksmith partner. KeyMe stepped in and issued a partial reimbursement to the customer. This offer was accepted and the reimbursement has been processed.

  Customer Answer

  Date: 09/16/2024

  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. 
  
  
  
  Regards,
  
  
  
  ***** **********
  

• Initial Complaint

  Date:08/08/2024

  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.

  He did not cut all the keys, did not program all the keys then left and refused to come back.
  He instructed my my wife how to program the keys but not all of them work still.
  They key fobs button pictures do not match and I was not told any of this until he was finished and left.
  He came back to cut the rest of the keys but we still don't have working key fobs or matching fob buttons.
  My *** **** pickup truck for example I received a sedan key fob with different fob pictures.

  Business Response

  Date: 08/09/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

• Initial Complaint

  Date:07/18/2024

  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.

  On June 28th, we contacted KeyMe Locksmith to make a new key fob for one of our vehicles. The technician arrived and immediately asked who would be paying. When I asked if he wanted payment before providing the service, he demanded more than the quoted price given to my husband over the phone. After he completed the job and started the vehicle, I paid him. Only then did he inform me that the fobs would only start the vehicle but not unlock it. He claimed the fobs needed new batteries and suggested we could get them from ***.
  I questioned how the fobs could be programmed without batteries and suggested the technician get the batteries himself. He offered a discount, but I said my husband would get the batteries. That evening, my husband went to *** to get the batteries, but the key fobs still did not work. We contacted the technician, who claimed the fobs must be faulty and promised to replace them on 7/1-2.
  
  On 7/3, needing access to the vehicle, we called the technician again. He offered to come out and cut new keys for an additional charge, but the replacement fobs had still not arrived. He then promised the new fobs would be in by 7/6. We requested a refund of the $399 we paid, but the technician refused. After disputing the charge, the technician sent a threatening text on July 8th, saying, “Disputing the charge is the last thing you want to do. Remember what I do for a living.”
  
  We contacted KeyMe Locksmith directly, filed a complaint, and filed a police report with the ******* PD. KeyMe customer service requested proof that the key fobs didn’t work, proof of payment, and evidence of the threat. We provided all the requested information on 7/8. On 7/9, they offered to send the technician back to replace the key fobs, but we declined due to the threat and safety concerns, requesting a refund instead.

  Business Response

  Date: 07/18/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

• Initial Complaint

  Date:07/15/2024

  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.

  07/15/2024
  
  I called the number for keyme on ****** Maps because I needed to program a key fob. I originally called because I wanted to know the price I can expect to pay. The locksmith said he would need to drive to the vehicle to get the VIN to see what the price it would be. They would not give me an expected range. When the locksmith arrived, they told me a price way out of my budget so I declined the service. They then made me pay $70 for driving out there. All I wanted was to know the price of a service, which was nowhere to be found online and instead was forced to pay $70 for no reason. This seems completely untrustworthy. At no point was this service fee ever mentioned. The locksmith told me it was somewhere on the website. I was not aware that I had to scour the entire website before calling to ask a question.

  Business Response

  Date: 07/16/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

• Initial Complaint

  Date:07/11/2024

  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.

  Hello, I received locksmith service on May 30, 2024 from KeyMe Locksmith. I called around July 6 to let the company know that the key that their technician provided isn’t working properly and I have to press the buttons several times in order to get the car to unlock, lock and to pop the trunk. The technician who came out was unable to provide a written receipt and had trouble speaking fluent English. The company also never invoiced me or provided me with a receipt after the service was completed. I received a phone call on June 2, 2024 to ask me how the service was that the technician provided. At the time of the call the key was working fine. During the call customer service never specified that there was a 30 day warranty on the key nor did the technician specify this, and neither did I receive and invoice or a receipt that informed me as a first time customer that there was a 30 day warranty on the key. I was not informed of this information until I called in to request another key fob to be made due to the one provided being faulty and not working. I spoke with seven different managers at the company who were all rude and very unprofessional, most of them ending the call prematurely and hanging up in my face as I tried explaining several times that I was not made aware of a 30 day warranty due to no fault of my own. The company is refusing to provide me with the order number so that I can request a refund and they are refusing to provide me with an invoice/receipt of the order.

  Business Response

  Date: 07/12/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

  Customer Answer

  Date: 07/12/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  No one has attempted to reach out to me via email from the company. My remote key fob still isn’t working and the company is refusing to issue a refund or make me another key after failing to provide a receipt upon my request to the technician on May 30, 2024 and failing to inform or make me aware as a first time customer that there was a 30 day warranty. I did not receive the receipt that specified the 30 day warranty until July 11, 2024, which I am now being told has expired. I had no way of knowing this prior to receiving the receipt yesterday.

  I would like a full refund. 

  
  
  Regards,
  
  
  
  ******* ******
  
  

  Business Response

  Date: 08/07/2024

  Hello,

  We are a bit confused on this rejection. We have an email dated 07/22/24 at 1:36pm eastern in which it was confirmed a check of $129 was received and the matter resolved.

• Initial Complaint

  Date:07/09/2024

  Type:Billing 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 requested a locksmith service at approximately 8 pm. Was informed that the base fee for lock out was $80 so long as there was no need to replace locks. Service tech came and performed, no locks were replaced. Then was informed without any disclosure that my bill was not $375. Needed a door rekeyed so that was an extra $80 dollars. Locksmith was unable to perform the service, so I requested a refund. Locksmith said that due to the volume of complaints against the company, I would not be able to request a refund for 2 months. I still insisted and he requested that I text him to remind him to process my refund (text to technician is attached). Afterward, KeyMe, the company that contracted with Locksmith for the service contacted me and confirmed that the price range for this service is $60 to a MAX of $200. I have not been refunded for the non-performed services and KeyMe is now denying that their agent confirmed that I had been overcharged during my call the night of the service.

  Business Response

  Date: 07/15/2024

  We have been made aware of the complaint with our partner company, and the issue they had. First and foremost, we are terribly sorry for the inconvenience and trouble this has caused them. We are going to do our best to speak with our partners and ensure something like this does not happen again. We will open an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to get this process started.

  Customer Answer

  Date: 07/15/2024

  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. 
  
  
  
  Regards,
  
  
  
  **** *********