Complaints

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• Initial Complaint

  Date:12/06/2022

  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.

  Initially got in touch with Vern from Vern's Auto Lock & Key on Monday 11/28. I called him, explained the situation, and he wanted me to send him some info, which I did over text messages, and he said everything looks good. He asked about part numbers, I sent him what my insurance sent me, and he said perfect. He gave me a quote and everything. Fast forward almost a week, Friday to be exact, I attempted to get in touch with him. Another attempt on Sunday, nothing. He reaches out to me on Monday, and lies to me saying what we initially agreed upon is no longer valid because it's "old" and more than 10 days old. News flash, it's only 7 days. He didn't want to hear it, that's the first sign of rude behavior. Then he interrogates me wanting to see pictures of the packaging the keys came in, pictures of the keys opened up, so I sent them to him because I have nothing to hide. He then uses that information to essentially say well you didn't buy the keys from me or from a **** dealership so I'm not doing it anymore. Why wasn't this an issue before? I explained initially that insurance would be sending me 2x brand new *** key fobs. I was told they would be ***, of course they won't tell me where they buy it from. Why would a nationwide insurance company pick one **** dealership from the entire country and choose to purchase it from them? That doesn't make any sense. I believe he is upset and doesn't want to help me because he can't actually get the job done, or he is upset that he couldn't sell me his keys (only God knows if they're ***, what brand they are, what quality they are, etc.) and he is making up this story about they have to be bought from a **** dealership because no where on his website is that "policy" mentioned. Very greedy and filthy behavior, not to mention very rude and unprofessional to basically flat out call me a liar. I have screenshots of text messages between Vern and I if they're needed. Thanks.

  Business Response

  Date: 12/07/2022

  When I was Initially Called to do this Job - I clearly Stated that I would ONLY do it If he was providing New keys From the **** Dealership - He said his Insurance company had purchased New Keys  - Said ok 

  He finally said the keys came in - I asked to see them - They were NOT new **** keys - and I reminded him of our original conversation where I told him Very Very Clearly that I would not attempt to Program keys purchased from the internet   

   

   

  Customer Answer

  Date: 12/07/2022

  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, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

   

  He didn't clearly state any policy whether new or existing regarding keys MUST be 1. brand new and 2. purchased from a **** dealership. My insurance company absolutely did purchase and have new keys shipped directly to me. When the keys arrived, I let Vern know by text message. He wanted to see pictures of the packaging the keys came in, the keys themselves, and the part numbers on the keys. I thought that was strange, but I sent him pictures anyway because I have nothing to hide. He then used this information to automatically make an assumption the keys weren't brand new and weren't purchased from a **** dealership. How would he know? The part numbers match up, they definitely look like **** *** keys to me, and my insurance company contact assured me they're ***. Why would a nationwide company pick one single **** dealership from the entire US to purchase through? They probably bought them directly through **** just like what any **** dealership would anyway. My insurance company for sure would not send me used keys, of course they're brand new. He just doesn't want to buy any of what I'm saying. At this point, it feels personal. He thinks I'm a liar for no good reason whatsoever outside of his outlandish assumptions. What I truly believe is that Vern and his company must be a sham and he doesn't have the confidence in his ability to program **** ***** Keys, which is what my ***** uses. Other than that, the only other thing I can think of is he is in some partnership with his local dealership where he gets some money from *** keys purchased from the dealership. Of course my insurance company won't pay a markup through the dealership and pay more, they cut out the middle man and get the keys directly themselves. But he doesn't like any of this because he can't make as much money off of the deal. Very greedy and filthy behavior that led him to this.
  
  Regards,
  
  **** ********