We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Keys

Tom’s Key Company

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Keys.

Complaints

Customer Complaints Summary

  • 7 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:02/26/2024

    Type:Product Issues
    Status:
    Unanswered
    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 business is using the address of a Post Office. Cannot reach customer service. I paid a deposit for a rental. I was informed that I would receive my deposit once I returned the product. I cannot find the address for mailing. I would like to return the device to get my deposit back plus the cost of the device $65 + $74.95. After researching the product, the device retails for $65 and so a deposit should not be necessary.

  • Initial Complaint

    Date:01/23/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    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’m trying to get my $124 back from Tom’s key company it’s impossible to get a response back from customer service so I just want to send this product back and get my money back that’s all

  • Initial Complaint

    Date:11/06/2023

    Type:Product Issues
    Status:
    Unanswered
    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 October 16, 2023, I purchased a Simple Key programmer. It arrived on October 14, 2023. It did not work, and was able to speak with a live agent who confirmed the product was defective and would need to be returned before they would send a new one. I shipped it on October 27, 2023, but heard nothing from Tom's Key. I emailed twice, called but nobody would answer, and sent a text that went unanswered. I spent 15 minutes on a chat, demanding a a refund, but then the agent stopped communicating with me.

  • Initial Complaint

    Date:10/16/2023

    Type:Product Issues
    Status:
    Unanswered
    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.
    Company is refusing to refund my purchase, though their website says refund if your not 100% satisfied.
    The products are keys and programmers to program the key into my vehicle. I purchased products to program Jeep & Chevy.
    I programmed the Jeep key, and it originally programmed in correctly. It worked for two days. They key stopped working when I was on the road. I am handicapped, and had to stop on the side of the road for a few minutes. When I tried to restart the vehicle, it wouldn't start with the new key.
    The product manufacturer directed me to call Tom's Keys, which is where I purchased this product. I called Tom's Keys, to which the message says nobody is available to take your call, & to email, text, or leave voicemail. I left a VM at 10:03am asking for a callback. After 4pm I received a text from Tom's. The text instructed me to disconnect my car battery. I returned the text, there was no response. Being handicapped, this was a bad experience being stranded for over five hours. I had to tow the vehicle to my home, where I could use my factory original key. This product has also messed up my vehicle & the factory key doesn’t work now. I've requested a return & refund from Tom’s keys several times. Your are directed to leave an email or a text message. Hours after you do, you get a response from Tom’s Keys directing me to put a meter on my brand new battery. I am disabled. I have asked for a refund at least 7 times now. I have sent by email a copy of their return policy. They only direct me to have my vehicle taken to a dealer. Eventually, I'll be forced to tow to Jeep dealer when I'm able and PAY them to repair.

    This company has a decal on the programmer, which is used to program the key into your vehicle. If you remove the decal, they state you cannot return. You don't know if the product will work until you remove the decal and program the key in. The only thing I want from Tom’s Keys is a full return and refund for the order. They are refusing.

  • Initial Complaint

    Date:12/29/2022

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    Absolutely horrible communication and or customer support. I ordered a key on Dec 3rd… on Dec 13 I got a shipping notice from the USPS, that they were expecting a package from Tom’s.

    On Dec 20th I emailed their support. (They have a number listed but every time I’ve called I got nothing but voicemail.) A Dennis replied to me but couldn’t tell me anything. He was supposed to find out the status of my order and follow up with me.

    On Monday the 26th I left a short voicemail explaining the situation and requested a call back. Nothing… it’s now the 28 and still don’t know more than I did on the Dec 3rd! My next steps are to reverse the charges and report to my states attorney general office and the BBB.

Tom’s Key Company is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.