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

• 

  Key Me Locksmiths

  2471 W Cheltenham Avenue Philadelphia, PA 19150

• 

  KeyMe Locksmiths (Walmart)

  4821 Virginia Beach Blvd Virginia Bch, VA 23462

• 

  KeyMe Locksmiths (Providence Shopping Ctr)

  975 Providence Sq Shopping Ctr Virginia Bch, VA 23464

• 

  (Walmart)

  2021 Lynnhaven Pkwy Virginia Bch, VA 23456

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:06/30/2024

  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 Friday June 28, 2024 at 11 am we phoned KeyMe to request a locksmith to come out the where my sons car was located because he lost his only set of car keys. We were quoted a fee of $280 for one key over the phone (which was supposedly recorded by the company) and the locksmith arrived 3 hours later. the locksmith was there for over 2 hours, which we were told because it was taking a long time to get a call back with the code for the key. finally the key was made and I used my credit card to pay the fee which we were told was now $340. We did not receive an invoice texted or emailed to us like we were told we would so i have no idea why the jump from $280 to $340. it was only a little above the quote, i assumed taxes and fees, and paid it. i checked my credit card statement the next day to find out i was charged a whopping $465.75 for the service. i filled out a online form on the KeyMe website since there seems to be no way to actually talk to a person from KeyMe and got an auto reply that it can take up to 48 hours to hear back. i began calling back the numbers we received calls from that day in reference to setting up the locksmith appt and I finally reached a person. Not from KeyMe, but the locksmith company that came out (they answered the phone as “locksmith”) KeyMe seems to be a third party service that connects people to local locksmiths. I explained my issue to the csr and said i want to dispute the cost and was told that i would need to wait for a call back from her manager as the csr can only go back to jobs in the past 24 hours. i am still waiting for that call back many hours later. This all seems very shady at this point. i will continue trying to get back the $185.50 above what we were quoted but I will never use this companies services again or recommend them to anyone. From what i’m reading this seems to be a common issue of being charged above what was quoted and KeyMe needs to vet the locksmiths better when they connect customers with them.

  Business Response

  Date: 07/01/2024

  We have been made aware of the complaint with our locksmith services and we are happy to look into this for them. 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 have already reached out to the customer through email to get the information to look into this further.

  Customer Answer

  Date: 07/01/2024

  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.

  the company has responded to me with a phone number to call for their third-party “partner” that came out and did the key replacement for us, but when I called that phone number the csr was unable to find us anywhere in their system for that date of service, the phone number the service was called and requested from,  our names or the address that the service was performed at, so I am back to square one with this complaint. 

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

  Business Response

  Date: 08/05/2024

  Hello, KeyMe has issued a partial refund as requested by the customer. A refund of $185.75 was processed on 7/2.

  Customer Answer

  Date: 08/22/2024

  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:06/10/2024

  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 June 6th 2024 I called KeyMe Locksmiths to make a car key for me because I lost mine in the store.
  They came and didn’t key it for the door only transmission. I didn’t realize it until I locked my doors and in the morning couldn’t get into my car.
  I called KeyMe locksmiths starting at 7:23am. They said a technician will call me.
  Technician called me at about 8:40am and said he’d be there in an hour. Never showed. I called back again and again and each time the receptionist said they’ll send a technician. No one ever came. I spoke to the manager and she said they’ll send someone and she’ll call me in 10min and never did and when I called back she was in a meeting.
  I spoke to the receptionist again and said technician will call me after I hung up. Never did. I paid 389.00 for a key that doesn’t fully do its job.

  Business Response

  Date: 06/10/2024

  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: 06/11/2024

  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:05/24/2024

  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 wanted a duplicate car key fob made, for a spare key.
  The original, worked just fine.
  They had a hard time scanning my cars computer code. They wanted $180 extra for that.
  Originally quoted me $280.
  They finally got the new fob programmed. We settled on $300 even. 5/22/24
  The moment they left, my original key fob no longer worked.
  My guess, they swapped computer chips between the units. Called the same day to mention this.
  Was told they would call back. Called again, several times, on 5/23/24.
  Finally got a call back offering me $170 refund.
  I don't want a refund. I want 2 functional keys. Especially not a partial refund.
  Now, I still have just one key, and I'm out $300.
  Doesn't make much sense.
  All I want is to get my original key functioning. Or, give me another one.
  The ONLY reason for calling them in the first place, was to get a SPARE key made.

  Business Response

  Date: 05/28/2024

  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've opened an escalation with the third party provider to help reach a resolution. We have already reached out to the customer through email to make them aware.

• Initial Complaint

  Date:05/13/2024

  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 5/9/24 I was contacted by a locksmith through the Keyme system at ******* due to my car key having a microchip. I was contacted by a locksmith who gave me a quote of $150. The locksmith came out and I handed my car key to him. He said ok what’s the problem. I said I need an extra key made. He went to my car and his van did what I assumed was the programming. He handed me my new key and old key back I tested out the new key and it worked. I didn’t test the old key because it was working just fine when I handed it to him. The following morning 5/10/24 when my daughter went to start her car using the original key the car wouldn’t start. I sent the technician a text asking if it was possible the original key would no longer work. He text back saying he would have had to program them both at the same time and he didn’t. I asked if he could come back and reprogram them both at the same time as it would defeat the purpose of me getting a spare key only to have one working. He said he would be there between 5-6. At 6pm still no word from the tech. I text him asking for his ETA and if he was still coming. His response was yes I’m taking care of some stuff. I asked again for his ETA he said 8:30pm. 8:30pm came he text saying he was 20 mins away. I called the number that originally called me that gave me the quote several times asking for eta for this tech before this happened. I called again asking for a supervisor I was told one would call me back which never happened. I told them I had to be up at 2am for work and could not keep waiting and will need to reschedule for the following day at 4:30pm they said a new tech would be sent not the same guy. The next day arrives 5/11/24 4:30 no word from tech I call the number back I am told a supervisor will call me and the tech will call me in 10 mins. Nothing. At 645pm the tech same guy that I have been dealing with texts On my way 40 mins away. He arrived at 730pm didn’t say anything to us reprogrammed both keys and left.

  Business Response

  Date: 05/13/2024

  We sorry for the customer's negative experience with our locksmith services. We've contacted the customer through email to get additional information to look into this further. We are going to do our best to speak with our providers and ensure something like this does not happen again. 

• Initial Complaint

  Date:04/26/2024

  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 April 24, I called a technical from KeyMe Locksmith to fix the broken knob on the door. During inspection, the technician dropped the part accidently and broke the strake at the bottom of the door and the tile. And he did not install the smart lock properly after inspection, and it is not working now. He refused to repair it or compensate for it, and charged us $700 as the service fee. We did not make an agreement. He left with anger and said bad words to us. In the next day, I tried to contact his supervisor in the company but he refused to answer the phone call.

  Business Response

  Date: 04/29/2024

  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 have opened an escalation with the third party provider to help reach a resolution. We have already been in contact with the customer through email.

• Initial Complaint

  Date:04/24/2024

  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.

  I called them because I was locked out of my house. It was after 8:30pm and dark. I asked them to open the door. Did not even think to ask the cost - I thought maybe a hundred dollars because of the time and inconvenience. They came and did open the door - told us they would have to email the bill which they did to the neighbors cell phone as I did not have one. I could not believe the cost. I did pay cash and wish I would have used a credit card so I could dispute better. I have no idea who the individual was other than we used the internet to find a locksmith available at that time of night. I think that was a ridiculous amount of money and I should have disputed it right away and asked before they did anything for me. You think about these things too late. I would like to request some money be returned to me. I have no documents to show for what happened - it was all done using a phone

  Business Response

  Date: 04/24/2024

  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: 04/24/2024

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

  Customer Answer

  Date: 04/29/2024

  4/29/24 customer called BBB stating she does not have a ****** account, can't the business send her a check? She paid cash. And she has no receipt. 

  Business Response

  Date: 05/06/2024

  Hello, we've emailed the customer to let them know we can reimburse via check instead of ******. 

  Customer Answer

  Date: 05/10/2024

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

  Customer Answer

  Date: 05/22/2024

  I found out the $4.00 difference was from the *** *** transaction.  There is no need to do anymore with this.  It was a learning experience and I can only tell you that I will not do business with this questionable company again.  Thank you for your help.  The company was quick to admit guilt but not real helpful in taking care of the problem.  

• Initial Complaint

  Date:04/14/2024

  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.

  Fake locksmith scam! Took my money won't provide a service, won't provide customer service! Horrible business

  Business Response

  Date: 04/15/2024

  This service was canceled and refunded on 4/14/2024. We've been in contact with the customer and provided a copy of the refund receipt through email. They should see this charge fall off their statement.

• Initial Complaint

  Date:04/08/2024

  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.

  Date was Monday 4/8/2024
  Neighbor locked keys into his running car. Called a local phone number to get the problem rendered quickly. KeyMe rep assured she'd expedite a locksmith. KeyMe solicited a locksmith over 90 miles away. I contacted locksmith immediately and canceled his services. then did the same with KeyMe whom could not provide services to me at my location in a reasonable time frame.

  Business Response

  Date: 04/10/2024

  We are sorry there was an issue when the service was booked that resulted in a delay in the technicians arrival. We have issued a full refund for the cancelation. We have contacted the customer through email to make them aware.

  Customer Answer

  Date: 04/10/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********* and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** ******
  

• Initial Complaint

  Date:04/06/2024

  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 recently requested key me to make a replacement key. They quoted a price of $195. The technician programmed the fob, but I was informed that they would not be able to cut a physical key for the fob without an additional charge of $85+ tax.
  
  This was not communicated to me at any point prior to the service being performed. I felt this was misrepresentation of the agreed service, as a key fob typically requires a physical key to function.
  
  When I expressed my concerns, the technician and company representative were both rude and dismissive. They were unwilling to discuss the issue further and hung up on me.
  
  Desired Resolution:
  
  I would like Key Me to:
  
  Refund the $220 for the incomplete service.
  Clearly communicate the distinction between programming a fob and cutting a key in their service explanations.
  Provide proper customer service training for their technicians and representatives.

  Business Response

  Date: 04/08/2024

  Hello,

  It appears *** *********** worked with a locksmith partner of ours to complete this job. However, the call was disconnected for some reason on the only call recording we have from this number. We will be reaching out to the customer for additional information so we can assist further.

   

• Initial Complaint

  Date:04/04/2024

  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.

  This company is a complete and total scam. I contacted this KeyMe locksmiths which shows they are located in *** ***** but they don’t even have an actual physical business. They quoted me on the phone at $99 to have a technician come to my house and open my front door for me (i locked myself out). Very easy basic service. The technician get the door unlocked in around 5 mins or less and then tells me its going to cost $361 for the services. I explained to him that it wasn’t the agreed upon amount that was stated over the phone. Upon further examination and research this company does all sorts of shady practices and lies to customers on a daily basis and scams 100 if not 1000’s of people out of $ every single day by either bad business practices, lying, or damaging people actual property and not finishing the job.

  Business Response

  Date: 04/05/2024

  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 have an open escalation with the third party provider that completed the service. We have already been in contact with the customer to help resolve this.