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

  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:03/28/2024

  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 first called KeyMe at 8:26PM on 1/18/24. The service they are supposed to provide is access to a "trusted locksmith". I was locked out and gave them my name, phone number, and address and requested someone be sent to pick the lock. A locksmith self identified as Daniel called to confirm he would be there in 15 minutes. He showed up at 8:49pm and proceeded to drill into the lock, completely destroying it. I was charged $340, which included an "after hours fee" that I was never told about until after the work was done. Even at the time, I didn't think I got the service I had requested, but paid the technician and was ready to just forget about it and replace the lock myself. Then the technician started inappropriately texting my personal cell phone number. I immediately blocked the phone number and called the company back demanding a refund because I didn't get (1) my lock fixed (2) a "trusted" technician. Instead, I got a broken lock and a man that picks locks for a living and knows where I live harassing me. I called the company twice and both times I was told management was looking into it and they would call me back. I never received a call back. A refund is the least I deserve -- I do not feel safe in my own home because of this company.

  Business Response

  Date: 03/28/2024

  Hello, we believe this issue has already been resolved. We received a direct complaint from **** ******** in January of this year for what is mentioned in the BBB complaint. **** ******** also informed us she went to the BBB, but we never received the complaint. I believe this is the same complaint. If this is so, we have already resolved this issue with **** ********. Thank you.

  Customer Answer

  Date: 03/31/2024

  Better Business Bureau:
  
  
  
  I don't see a direct response from the business included in this string of messages, but I have technically received a majority reimbursement from the company already. 

  Apparently KeyMe is more of a pass through business. They took my request and sent a third party to my house to do the actual work. I was FINALLY contacted by that third party and received MOST of my money back. My remaining concerns are that 1) I was not told that a third party was being sent to my house in the first place 2) I frankly still don't know who that third party was. The original receipt said "***** ********* ***", KeyMe told me it was "**********", the phone call I got from the third party was from "*** *** ******** ***", and the refund I got -- through ***** -- was from "****** ********". 3) When I initially called KeyMe with my complaint, they did NOTHING to help me resolve it. It wasn't until I got to KeyMe corporate that I got the name "**********", but even that wasn't helpful. Finally they got the "*** *** Flooring" people to call me. 4) The third party said they weren't able to refund my credit card and insisted that they refund me on *****. After a lot of fighting with them, I finally said that was fine, but this is incredibly suspicious and unprofessional. ***** is not an FDIC backed financial institution and I can't think of a legitimate reason why they couldn't refund the card they charged. Also, they shorted me $17 on the refund. I just let it be because I was tired of fighting about it, but that's not what I was looking for from them.

  I wouldn't say I'm "satisfied" with this result, but the effort it takes me to keep fighting this is no longer worth what I think I would get from it. That being said, I think the complaint is important to document to potentially help other consumers from ending up in this same position. The third party might be worth investigating as well and I found their practices to be incredibly shady.

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

• Initial Complaint

  Date:03/16/2024

  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.

  The complaint is for an issue of service that took place on 03/16/2024 at approx 04:00PM EST.
  I called for locksmith service for a locked out apartment (two lock system, only the bottom; NOT a Deadbolt lock). I was not told the cost of the service until the technician was already at the property and was about to begin service. Once quoted the price ($200 to service the lock), he opened the door in less time than it took to pay for the service (it took <1min to open the door).
  
  I attempted to follow up with the business (contacting the number in which dispatched the technician: ###-###-#### in an effort to have the price charged broken down to me. However, they transferred me and hung up on me. I called them again ~15 minutes later, and told them that they had hung up on me, and the transferred me again and hung up on me. The job service number is #*****. The contact listed alongside the job service number is ***** *** ****.
  
  I feel that Keyme Locksmith is practicing unfair business to consumer practices. They did not tell me the cost of the service before dispatching a technician. Once the technician arrived, he simply held out the payment scanner while telling me the charge (only once i asked). this was very unprofessional and I feel that i was taken advantage of (not charged a fair price for the <1 minute of actual service provided.)

  Business Response

  Date: 03/18/2024

  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 help resolve this for the customer and have already reached out to the customer through email to get this process started.

  Customer Answer

  Date: 03/18/2024

  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. For the record, I believe it would be appropriate the next time that the business works through a third-party service/partner service, that they provide this information up front as well. The consumer should have the right to know who it is that they are receiving a service from. KeyMe states that they did not perform the service, that it was done through a partner of theirs and therefore, that the service had a different price. This is unfair to me and other consumers as it takes away the freedom of knowledge on shopping for a service that is known, trusted, and appropriate for the price. 
  
  
  
  Regards,
  
  
  
  ******* *****
  

• Initial Complaint

  Date:03/02/2024

  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 used a locksmith service on March 1st and when I was contacted, the man arrived 40 minutes later and told me you would B $200 only cash. No other way to pay. I had to walk across the street to an ATM to get these $200. When I got back, he told me it was an extra $100 for a service fee. I told him he could have just told me this in the beginning and after an ensuing argument. I gave him another $100. But looking online on average pricing, I was threatened and physically felt unsafe As this man was in my face asking for the other $100. I'm not sure what to do. I'm trying to file a police report. Put this company really needs to close. Someone is going to get hurt Or killed

  Business Response

  Date: 03/04/2024

  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 already been in contact with the customer through email to help.

  Customer Answer

  Date: 03/09/2024

  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.

   

  KeyMe sent 97.01 via ****** for apparent reparations,  although 97 is better than zero, i still dont have the name of the 3rd party contractor for my police report and still out 203 dollars more than i should have paid for having my physical safety in danger. Shame on their policies, dont even have the names of people that work for them!

  please if you use KeyMe, stay armed and vigilant as you will apparently need it 

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

• Initial Complaint

  Date:02/29/2024

  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 February 28, 2024 I called your service to have a key fob programmed and the attached physical key cut. The technician that you sent arrived 2 hours late. After 3 hours he was unable to program the key. He asked me to pay $200 for the key cut and a deposit towards the final amount. I paid it and he left. A few minutes later another technician called and said he would be over this was at approximately 8:30 pm. At about 10:00 pm he was able to program the key. He charged me another $405 which I paid. Today I checked with the dealer and the total charge to program a key is $154(see attached). Therefore, I was overcharged by your technicians for poor work. I am requesting a refund of $400.
  Thanks
  ***** ******

  Business Response

  Date: 03/01/2024

  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 are already in contact with the customer to help reach a resolution.

  Customer Answer

  Date: 03/01/2024

  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. I appreciate the timely response (within 24 hours).
  
  
  
  Regards,
  
  
  
  ***** ******
  

• Initial Complaint

  Date:02/29/2024

  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.

  My wife was locked out of the house and called them for help. The technician decided that the lock was broken and drilled it out and replaced it with a new simple lock. For that he changed us an outrageous $807 (including a 10% credit card convenience fee, as he refused to accept a check).
  
  I have called and emailed their customer service several times since 2/26 and they have promised to get back to me shortly, but it hasn't happened yet.
  
  Also, per our conversations with the customer service, an hour after the job was done and paid for, the technician hadn't marked the job finished. Furthermore, the technician has told the company that he has changed us only $75.

  Business Response

  Date: 02/29/2024

  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.

  Customer Answer

  Date: 02/29/2024

  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.
  

  Reason: KeyMe customer service has told me several times that the issue has been escalated to the corresponding manager. Apparently, the manager doesn't care enough to pick up and resolve the issue. I have been waiting for a response since Monday 2/26, however, the only response that I've received is that the case has been escalated, but I haven't received any solution to my simple complaint.

  My credit card has been charged $807, and the transaction gone through.

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

  Customer Answer

  Date: 02/29/2024

  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.
  

  Reason: KeyMe customer service has told me several times that the issue has been escalated to the corresponding manager. Apparently, the manager doesn't care enough to pick up and resolve the issue. I have been waiting for a response since Monday 2/26, however, the only response that I've received is that the case has been escalated, but I haven't received any solution to my simple complaint.

  My credit card has been charged $807, and the transaction gone through.

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

  Business Response

  Date: 03/20/2024

  We will reach back out to the customer to understand if this is still an outstanding issue. We have an email dated March 5th from the customer. In the email, the customer confirms to have received the money back and the issue being resolved.

  Customer Answer

  Date: 03/27/2024

  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:02/25/2024

  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.

  My house sitter, ******* *****, called the listed “****** ***** **” phone number at 4:39pm CST on Wednesday, February 15th, 2024. The number used to book the service was ###-###-####.
  
  The guy that answered told her a tech would call her back with a quote. When the tech called at 4:45pm, he didn’t give a quote, he just asked her if she needed a locksmith and asked what the address is. He said he would arrive within 15 to 20 minutes.
  
  He did not show up until 5:25pm and arrived in a red SUV with absolutely NO business markings and a duct taped window on the back right passenger’s side. He asked which door and she led him to the garage door. He said he would try to pick the lock first and said if that didn’t work he would have to drill it open. He did give a verbal quote before he started but she could not understand him as he had a thick accent. At no point was she even offered a written estimate.
  
  He tried to pick the lock but it didn’t work so then he informed her it would be an additional cost to remove it with a drill. He still did not offer any written estimate. She said okay, then he removed it with a drill and started to leave the house with a hole where the original lock was. He stated he was done but she asked that he not leave a hole in the door. He then said he would have to change the locks then because the other was ruined from the drill and he stated that it would be an ADDITIONAL $150!
  
  I want to reiterate that at NO POINT during this process did he provide a written estimate and he NEVER provided an itemized receipt. He took advantage of my house sitter’s worry for the dogs and the fact her young daughter was also present. My regular locksmith charges between $150 to 180 to unlock the door.
  
  $582.58 is the total cost of the ’service’ provided. $407.81 is the amount that was promised by Mia as a refund and has not come to fruition.

  Business Response

  Date: 02/26/2024

  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 and we are working to help resolve this.

• Initial Complaint

  Date:02/14/2024

  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 was locked out of my apartment Sunday 1/26 and called keyme locksmith at ***********. The tech arrived with no ID, no business card, and could provide no invoice or receipt. He didn't ask me to prove that it was even my apartment. He couldn't provide pricing until AFTER the work was done. He used a device to pop open the screen and said that would be $150. He tried that same device on the front door which didn't work. He then took a pair of pliers and physically twisted off the entire doorknob and charged me $350 for that boorish solution. To top it off he only accepted cash or venmo and as I said I have no documentation to show. I have called their complaint lines ********** and ********** and I get repeatedly transfered, ignored or hung up on. I am complaining about the predatory service I received and also about their unresponsive and evasive customer service practices. I had to venmo to a man named Shane H****** and the techs name is **** ###-###-####.

  Business Response

  Date: 02/14/2024

  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 have opened an escalation with the third party provider to help reach a resolution. We have already been in contact with the customer and we are working to help resolve this.

  Business Response

  Date: 02/14/2024

  KeyMe has been in contact with the customer and will be issuing a partial refund to resolve this.

  Customer Answer

  Date: 02/19/2024

  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:01/29/2024

  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.

  Date: 25 Jan 2024
  Amount charge: $360.00
  Vendor services: Unlock shed
  Complaint: Contacted Locksmith approximated 1:00pm 25 Jan 24 and asked can they open a lock storage shed because of loss key. They stated a Tech will come to my residence and provide an estimate. The Tech called and said, he is finishing a job and will be about a hour. Around 4:00pm I called him and he said, he try to call me because he was in the area and asked if I still wanted him to come, i said yes. Around 7:40pm he called and said he on his way and again do I want him to come, I said, if dont mind working in the dark, yes I want you to come. The Tech arrived approx 8:20pm, I showed him the shed, He took his lock opening device and open the shed which took approx 5-10 minutes. He said the charge is $360.00, I was SHOCK and throught he was joking. I said, this is WAY to much and I can give you $150. He said, this is the Company price for this type of job. I didnt want to cause an argument or trouble I pay him all my money in my wallet $200 in cash and $160 on my card. I told him, this is unacceptable. Next morning I called the Company and was told the Tech needs to adjust the amount? I told them, the Tech said this is a Company standard charge. The Company asked, did the Tech replaced the lock or provide a new key, I said NO. I said, I like to file an official complaint because I was not provided an estimate before he started working. If I was informed it would cost $360 I would said no. Or if he would had said, it woud be an extra charge for after office hours, again I would had reschedule. Maybe as a Senior Citizen he would take advantage of the situation. Your assistance is greatly appreciated. No one should charge $360 for a 5-10 minutes job? The Company someone will contact me within 24 hours, but nobody has of of now. ****** ******, ###-###-####, *************. Thanks

  Business Response

  Date: 01/31/2024

  Hello,

  Thank you for bringing this issue to our attention. We are happy to assist with this issue, but may need further information from the customer. Based on the information provided to the BBB, we cannot locate a transaction or any contact from the customer to KeyMe. There may be a chance the complainant reached out using another number. 

  We have reached out to the complainant to confirm so we can proceed with our investigation into this matter. Thank you.

  Customer Answer

  Date: 02/07/2024

  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,
  
  
  
  ****** ******

  2/7/24 customer called BBB & stated the business did contact him and promised a partial refund but to date that refund has not been received.

  Business Response

  Date: 02/07/2024

  KeyMe has spoken with *** ******, and we have determined that he received service from a locksmith not associated with KeyMe. KeyMe does not have any calls prior to our conversations related to the complaint. *** ****** informed us that he received a call from the locksmith that conducted the service (a separate company)  and was offered a partial refund.

• Initial Complaint

  Date:01/18/2024

  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.

  We had lost our car key on January 16 2024 and contacted key me for a new one. They sent out one of their partners who originally quoted us $150 and then charged $280 upon arrival. He made a new fob so he said but the fob did not work he said it would take 24 hours it was night time so we could not confirm the information. The next morning I called the dealership and they said it only takes max 1 hour for key programming. The "tech" they sent said he would bring out another key fob but stop answering the phone. We contacted key me back but they just keep saying they will contact us back but we have no solution no key. It's going on four days. They just keep hanging up and saying they will call back and never do. They have all the information because when I call they know who I am and all the details just by my phone number they never ask my name. I have called several times to the main line and customer service no results. We need a key that works or our money back asap. They could have at least sent another tech no charge yet they do not do anything. But transfer me repeatedly and hang up.

  Business Response

  Date: 01/19/2024

  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: 01/19/2024

  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.

  They company emailed and said they will reach out to third party partner but they have been saying that since January 17 2024. The provider said they would be out first thing this morning to program a new key. They have not and have not even contacted us. They are also not answering today. I left voicemail and text messages no response. I would like a refund. I can't use my car key fob that was provided. How would they feel if they didn't have access to theirs for days. This is unacceptable. 
  
  
  Regards,
  
  
  
  ******** ********
  
  

  Business Response

  Date: 01/22/2024

  We are working with our third party provider to get this resolved. We have contacted the customer to make them aware.

• Initial Complaint

  Date:01/17/2024

  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.

  The Worst people I have ever delt with, Broke My Store door lock, said he could not fix it and left. Said before he left, he would come back the following day and never called, tricked my employee into paying him 729.29 bucks and never came or called back. we hired another lock smith since i needed to get my store open and he did the job in an hour and only charged 150 bucks and Invoiced me for it. KeyMe locksmiths are criminals and petty thefts, and you better believe we contacted the BBU and the police.

  Business Response

  Date: 01/18/2024

  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 have opened an escalation with the third party provider to help reach a resolution. We have already contacted the customer.