Complaints

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• Initial Complaint

  Date:06/01/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 May 31, 2023, I took my car to The Keyless Shop at Georgesville Square to have a Toyota Lexus head key copy made. Large sign in the lobby clearly says “Toyota Lexus Head Key $125.00” with a picture of my exact key. ***** ******* tried to copy the key, but had computer issues and after an hour and a half, I asked him to call me when the issues were fixed, and I left. I returned the next day, June 1 and waited another hour or so while he finished programming the key. When it was done, he asked if he had quoted me a price. I said no, you didn’t have to, as the price is clearly posted on a large sign there in the lobby. “Oh no, that’s not the right price” and he scanned a book and the price ended up being $175.00. I again mentioned the sign, “Did you call around, that’s still cheaper than anyone else”. Asked again about the advertised price of $125.00 and he said “I’ll have to bring that up with my manager”. I’m filing a charge back for the $50 overcharge. Thank you. ****

  Business Response

  Date: 06/09/2023

  **** came in with A Lexus RX350 I had 4 keys for that specific vehicle. 2 of the keys would not program to the ECM. The 3rd key did program but it would not work the 3rd button, (tailgate) so then I cut the 4th key. Lexus is notorious for taking some time to get a key to program. I was trying to make her day better and complete the job, but there was no way that was going to happen. When she came into the shop she clearly was having a bad day. I was working as fast as the job would let me so as to complete the job trying to make a key and also turn her day around. Once everything was complete I asked her if she called in and received a quote over the phone. She said no, clearly the price is $125. So I looked up the key on line so I knew which bar codes to scan and gave her the price , she paid and then left without giving me the time to have a manager tell me how to correct the price. Due to cost increase for the products our prices recently changed. I haven’t changed the prices on our signs to reflect that at that time.  My manager was busy with 2 customers at the time. I bring this up because I was trying to get the approval to give her the price on the sign.  Those are the actual facts. There are several positive reviews on google about my costumer service. It shows' that I go above and beyond what my job intel's to make ALL of my costumers happy. So I took it kind of hard when I received this letter in the mail box.

  Customer Answer

  Date: 06/12/2023

  This job took an exceptionally long time to complete.  He was clearly the one having the bad day, as he had to call for help more than once, as he couldn’t get the key programmed.  Finally after an hour and a half, I had to leave (his wifi at that point was down and he couldn’t work on it).

  I returned the next day and sat there for another hour or more, looking at the HUGE sign showing a picture of my key with an advertised price of $125.00 for the job I had asked for.

  When I checked out, he asked me if he had given me a price and I said no, it’s right there on the sign.  He made NO attempt to call anyone, just scanned something in a book and told me that the $175 was the best price I could get.  This is false advertising.

  All I want is a refund for the difference.