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:01/21/2025

  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 26, 2024 I reached out to Keys on wheels for a new key fob for my 2013 Acura RDX. I decided to go with this company cause of their great ***************** service. After 9 months of having my key fob replaced by this company my remote has completely died on me. Those who have push to start in their vehicle know that when the battery dies in the key fob you are still able to use the key to start the car you just have to hold it very close to the push to start button. That is NOT the case with Keys on wheels. When the battery to the key fob dies thats it! Youre stranded you cannot start your car even pressing the button with the fob!! It seems that the keys they give dont have a chip of some sort that give you this option in these type of situations. After trying to speak with them about this they just use the excuse these are universal remotes so basically after paying $400 for this remote I have to carry around an extra battery cause if mine runs out Ill have to leave my car where its at and get an **** or go to my nearest auto parts store. Please beware of companys like this that provide temporary fixes. Thank you keys on wheels for this nightmare.

  Business Response

  Date: 01/22/2025

  Dear *******,
  Thank you for bringing your concerns to our attention. We understand your frustration and sincerely regret the inconvenience youve experienced with your key fob. At Keys On Wheels, we strive to provide our customers with reliable and cost-effective solutions.
  The universal remote we provided was chosen to save you money, as OEM keys are significantly more expensive. While universal remotes are a great option for many customers, we understand they may not meet every specific need or preference.
  Although our standard warranty is limited to 3 months, we value you as a customer and want to assist in resolving this issue. As a gesture of goodwill, we are happy to provide you with an OEM key for your 2013 Acura RDX at cost, without any profit on our end, and without additional fee for programing and or labor, for $189. You are welcome to keep the universal remote as well.
  To proceed, we kindly ask that you visit our shop in *************, where we can assist you promptly with this resolution. Please contact us at ********************************** to schedule a time for your visit.
  We appreciate your feedback and your trust in us. Thank you for allowing us the opportunity to make things right.
  Sincerely,
  ***
  Keys On Wheels

• 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.

  Needed a locksmith to cut or program two key ***s. They demanded nonrefundable payment for any and all services to be attempted. Shortly thereafter they said they would be unable to program on the of ***s and there are no refunds. However, if a different key *** was purchased bring the *** to them so they can program the ***. When called, they state they have no locations and the only thing to do was perform another service call. The representative hung up on me.

  Business Response

  Date: 07/29/2024

  Hello ***,

  Sorry to hear about your experience with Keys On Wheels. 

  I was able to find you in the system, and listened to your conversation with our representative. 

  As you've been told over the phone, since you are asking us to program a key that YOU purchased, and wasn't purchased from us, we can't take any responsibility on the key and/or the program. 

  The reason why, is that most customers don't really know what is the exact key they need, and mos of the time they buy the wrong / defective / cheap key, and those keys don't work.

  This is why we tell all of our customers, we can try and program your key, but it will be a non refundable payment upfront. 

  We give our customers the option to purchase the key from us, and then we give full warranty on the key and the programing. 

  Nonetheless, I have no idea who told you that we don't have a location, as our main office and store is located at:

  ******************
  ***********************

  As I said, since you purchased the key not from us, we can't take any responsibility for the key or the program, but I will make an exception. If you want to come to the office with a new key that you have, we will try to program it for no additional cost. 

  Customer Answer

  Date: 08/08/2024

  I am rejecting this response because:   

  I sincerely appreciate the offer in the BBB response and would have been satisfied if they had acted on there statement.

  I have called 3 times and been promised they will look in to the matter. I received a call back on one attempt and the person claimed they would get back to me. No one has returned my call.

  This continues the perception previously stated.

   

  Business Response

  Date: 08/09/2024

  Hello,
  I have checked all our phone records, we have not received any phone call from you. 

  As I mentioned in my previous response, and as we told you over the phone, WE WILL NOT take responsibility for a KEY THAT WAS NOT PURCHSED FROM US! 

  There is not a single company in the ** that will provide warranty on a product that was purchased from a different company. 

  I already provided you with a solution even tho the key was not purchased from us, I'm still willing to try and program you the 3rd party key that you purchased. 

  This will be my final answer to you, and if you are not satisfied, there is nothing more we can do.

  Customer Answer

  Date: 08/18/2024

  I am rejecting this response because:   

  You may need to check your phone logs for ************ and ************ as this is my phone number and the number of my wife.

• Initial Complaint

  Date:03/24/2024

  Type:Product 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 January 17, 2024 I called Keys on Wheels to assist with me being locked out of my vehicle. A guy in a van came to assist, it was freezing cold and took over 2 hours as he did not have a key faub with him to provide, but charged my credit card $281.45. I paid for a faub that would serve to lock/unlock my doors, click my alarm on and open my vehicle's rear hatch. I was only provided a single plain key that only starts the ignition and has never functioned to even manually unlock my doors. At the end when I had to leave hours later to pick my child up from school, the guy shoved my glove box to make it shut and jammed/damaged it with his force. I have items inside that I still can't get to bc the key provided won't unlock it. It's jammed because it won't open even tho the key moves the lock. I showed him this problem before he left. It was completely functional before this. I even allowed this company to reschedule the appt to provide a faub to me a couple of weeks later, even though I live over an hour away from their closest service area and they didn't show up after I scheduled in advance. I called in and said, hey where are y'all and was told they'd send someone and to wait another 30 minutes. I was by this point beyond upset and drove home. They have refused to provide a full or even partial refund and I was hung up on by a customer service rep while explaining the issues even though miraculously I was not cursing or being disrespectful at all. She said I was interrupting her and hung up. ?? I actually wasn't and she just didn't want to address the issue. They monetarily owe me at the very least a partial refund for price difference between the regular key (works for ignition only, nothing else) and the faub I paid for, in addition to more than likely having to repair my glove box. I'm can get an estimate from my dealership if needed. Photos of credit card pymt, jammed glove box, key I was provided & style of faub I paid for but didn't receive.

  Business Response

  Date: 03/25/2024

  Hello,

  We have tried to contact you multiple times in order to resolve the issue. But every time we get a different excuse why you can't make it to the appointment. 

  We will gladly replace the key, however, before our technician started working on the vehicle, you asked him if he can open the glovebox that was stuck. He called the office to ask if he can try and do it.

  The glovebox is not something that we did, we only tried to help you open something that was already stuck, and out of our scope. 

  Customer Answer

  Date: 04/04/2024

  One of the security guards at my work was present the whole time & witnessed your tech being in my glove box to turn off alarm that he set off.  Wiring is in that area to disengage the alarm...not excuses...I showed the second time, y'all didn't.  I was present twice with no resolution. No more wasting my time. No faub & a damaged veh, tech did call in, but it was to tell y'all he damaged my gb. BBB Rep *** mediate as I don't wish to comm w liars/fraudulent bus owners... that's why I opened this claim in the first place. 
  

  Customer Answer

  Date: 04/04/2024

  I am rejecting this response because:   of the added info I just provided.

  Business Response

  Date: 04/04/2024

  Same pictures was provided again. As we said, we will gladly replace the key for you, you need to reach out to the office ************** and they will coordinate a technician that will replace your key. 

  Customer Answer

  Date: 04/06/2024

  I am rejecting this response because:   of already stated reasons. No more opportunities to this business to waste my time w/this faub situation when I already have tried w them twice. And have a damaged glove box for my troubles.  Please get on with the process.

• Initial Complaint

  Date:01/18/2024

  Type:Product 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 to get my car unlocked it was a dispatcher who had someone call me back. They charged me $320.00 to unlock my car door. Upon doing further research it should have only cost under a $100.00. This happened here in Mo. But the business is actually located in LA. I would like to pay what I should pay. I would like a partial refund in the amount of $250.00.

  Business Response

  Date: 01/22/2024

  Hello,

  I will need more information in order to look you up in our system and get a better understanding about what exactly happened. 

• Initial Complaint

  Date:05/18/2023

  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.

  I called this business on 05/08 and explained that I needed key fobs programmed to a car I just bought with no keys. The lady gave me a quote, and I continued to call other companies. But that company kept calling me back asking for the job for the next 2 days. After speaking with other companies they were the best choice so I called back on 05/10, and confirmed the price. She stated the quote was a starting price based on the difficulty; it could be more. I explained the keys were new and the *** on the car were also new, just purchased from the dealership. She said ok and had a tech out that day. I explained to the tech that everything was new he said no problem and started to work on my car. About 30 minutes later he advised me he didnt have the right tools someone more experienced would come back the next day and since someone had to come back, instead of taking the full amount, (which wound up being higher than the quote over the phone), he said he would take half the money now. I gave him $100, The next day the same technician came out stating he brought the right tool to complete the job and if he had any issue senior techs were a call away. He also demanded the balance of the charges, $115.42, before he started work, which I paid. About an hour later I get a call from their office stating the technician CANNOT program the keys due to the *** not programmed to the car. I advised her that I stated originally it was new and nothing was said about it. I stated I advised the tech that and he also had no issue with it. But now that I have spent over $200 she stated she told me on the phone it all was non-refundable. I said I dont remember anyone telling me that, only stressing that the quote could go up and that's all. I feel there were several times the company could have confirmed some things prior to offering to do the work. I didnt know the *** had to be programmed first. The dealership didnt tell me that when I purchased the items from them.

  Business Response

  Date: 06/21/2023

  Dear customer,

  I went over the work order from the initial order when you called us. 

  I also listened to every single recording of you with the staff in the office.

  From the 1st time you called **, we explained you that if we are required to program a key that wasn't purchased from us, the charge will be upfront and that WE CAN'T give any warranty or guarantee that it will work.

  Since we didn't provide the key (or the **** we have no way to know it's origin, what type if key is it, and if the *** and PN are matching your vehicle. 

  So yes, I completely understand it's an unpleasant situation to be in, but you were informed multiple times about our policy and you agreed to it.

• Initial Complaint

  Date:08/30/2022

  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.

  8/23/22. Y**** N**** came to my home to change one lock, install one new lock, and rekey two locks. He quoted me a price for these things and I signed off on the quote (total of $711.20). After the work was completed, he changed the quote and charged me $1054.35 for the services rendered and added additional services that were not performed. When I questioned N**** about the amount, he said those were services completed, when I disagreed, he continued to be persistent that those were the charges. As a woman alone with an unknown man in my home, I did not feel comfortable arguing with this guy about the charges as I felt my safety and well-being were at risk. I have contacted the company on 5 separate occasions. I have been told that I would receive a call back 3 times and have never received a call back. I have explained multiple times to multiple people, including Hannah and Ivan, the issues I have encountered. I have offered to have people come to my home to check and verify what I am saying. This company has refused to send someone to my home to verify the work that was done. They have also refused to refund me the additional charges that were added to my bill fraudulently. They have thus provided services that use manipulation, intimidation, and fraudulent charges and have refused to work with me to appropriately bill the services rendered.
  

  Business Response

  Date: 11/07/2022

  Business Response /* (1000, 7, 2022/09/15) */
  Customer received a refund of $343.15
  And was supposed to close this case.

• Initial Complaint

  Date:08/18/2022

  Type:Customer Service 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 predatory and somewhat fraudulent. They first and foremost write their own reviews on Googlg / yelp etc. they provide a service for keys... their warranty for the keys last 90 days, but generally you would expect that paying $500 for a new key would last longer than 3 months. When spoken to logically, they quickly shoot down any chance on reconciliation and want to charge for a full reprogramming fee. This is mostly just revolving around a practice that is clearly not fair and sets up consumers to pay again and again for a necessity. They should be liable to ensure that your key works, especially if there is no damage to the key!
  

  Business Response

  Date: 10/03/2022

  Business Response /* (1000, 5, 2022/08/19) */
  Dear ****,
  As you mentioned, we are providing a 90 days warranty on our keys.
  When our technician left your location, the key was working and you were able to start and drive your vehicle. If everything worked for 3 months, and now doesn't work, it doesn't mean something is wrong with the key, it could be that something is wrong with the car, and for that, we can't give any warranty.

• Initial Complaint

  Date:07/29/2022

  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.

  I needed a door key made as I didn't have one. I requested the company to come and create it. After they had done so I went out to my car and found that my glove box had been broken. The seams no longer line up, the handle doesn't do anything and it is stuck unable to be opened. When I called the company they responded with the tech never touched it but this morning when I was in the car it was fine. I was also told to get a screwdriver and unjack it myself.
  

  Business Response

  Date: 09/16/2022

  Business Response /* (1000, 5, 2022/08/02) */
  Hello, Please send us the phone number and address you used when you booked the service with us, so we can look you up in our records.
  
  
  Consumer Response /* (3000, 7, 2022/08/03) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  ************
  ****************************