Keyless4u Incorporated

Review: I returned a product per the guidelines provided by the seller. Seller refused to issue a refund, claiming that he never received the return product. Seller's response included a "LoL" for seeking a refund.Desired Settlement: Seller should refund the purchase price of $86.

Business

Response:

To whom it may concern:[redacted] purchased a [redacted] remote from our company on 7/16/14. The listing he purchased from clearly advertises our 30 day return policy. He contacted us on 8/24/14 which was beyond our 30 day return policy. Because [redacted] had some legitimate issues, we extending our return policy and gave him the information he needed to return his purchase for a FULL REFUND or a REPLACEMENT (depending on his preference) and we assured him we would issue the refund or ship his replacement immediately upon receiving his return. We never received his return and, on 9/16/14 [redacted] contacted us again to see if we received his return. After going through all pending returns we did not find a return from him. This happens a lot when the shipping company is behind schedule. The packages don't always arrive when they say they are going to. It is almost always an easy fix because the customers who return their packages to us provide us with the tracking # of their return and we locate it for them and let them know when it is expected to arrive at our office. When we asked [redacted] for the tracking # of his return, he did not have it. Without us having the return in our possession and without [redacted] being able to offer the tracking # for his return for us to locate it, how can we give him a refund? What company would be able to do that considering these circumstances?Furthermore, I hope [redacted] is understanding that the content of the information he provides to the Revdex.com needs to be accurate and truthful. Saying that we responded with "LOL" to his return request is far from accurate or truthful. We responded "LOL" to a message from [redacted] that stated we must be hurting for money. Again, If [redacted] would have been able to provide tracking showing his package arrived at our location, I would have refunded him, even if we couldn't find the package at our location. He was not able to do that and we have no record of receiving a return from him. This is an unfortunate situation and a very rare one. Our products are complicated and require a lot of post-sale communication to make sure the product was compatible with the customers vehicle and also programmed accurately. We have a very helpful customer service department whose only goal is to keep happy customers. [redacted] is making unreasonable requests that no company would be able to accommodate. In short...1) He contacted us after our return window ended. We still acknowledged it and gave him information to return it for a full refund or a replacement. 2) He didn't contact us for 23 days after we gave him return information and didn't have ANY tracking information for us to help locate his return.3) We have no record of receiving his return.With all of these circumstances, it is obvious that I cannot refund or replace [redacted]'s purchase. thank you.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:it is contrary to the facts. I followed all instructions provided by Keyless4u and only after I did not hear back did he indicate that tracking or some type of confirmed delivery was required. I then conducted a [redacted] search of his company and the first three hits were from customers like myself in which dishonest seller failed to provide refund for a key.

Review: This company sold me a used smart keyless remote based on them confirming it would work for my vehicle. When I tried to have it programmed I was informed by the dealership that the key was worthless because it still had the first vehicle's program installed and unless we had access to that vehicle the original programming couldn't be replaced. When I contacted this company about their error they told me since it was just about 60 days since I'd made the purchase there wasn't anything they were going to do about it.Desired Settlement: Full refund or a blank replacement of the remote.

Business

Response:

7/28/14To whom it may concern (Revdex.com):Thank you for giving us the chance to respond to this customer's complaint. After reading the details of [redacted]'s complaint, I can assure you that our representative that handled [redacted]'s issue acted appropriately.it is important to know that we are an upstanding, family-oriented business that sells used auto parts on an e-commerce platform. We offer online shoppers prices on products they can't get anywhere else. All items we sell go through a rigorous inspection process in which we repair faulty items and discard any items that we can make functional. This is the secret to our success in selling such a difficult product on the internet.With that being said, all we can do is list our products on our sites accurately, detailing all information on it for potential customers so they know which vehicles our products work on, what condition they are in, and what the customer needs to do in order to get the part purchased to work correctly with their vehicle.The specific product [redacted] purchased from us is one we sell regularly. Being that we are an internet-based business, it wouldn't make much sense to sell a product that a customer cannot get programmed to their vehicle. We have enough products for sale that we don't need to sell something that would cause a ton of work after the sale because we know the customer cannot get the product to work with their vehicle.We are a company that has been in business since 2005. We provide products to roughly 20,000 customers a year. We usually have around 15% of our customers contact our customer service department for a variety of reasons. Most of the time, the issues are that they need assistance/clarification on programming requirements or that they need a replacement remote because they purchased the incorrect one for their vehicle. We have 3 of our employees that do nothing but customer service 40 hours a week, including weekends. We are very good at taking care of our customers because many of them are return customers like mechanics, auto salesmen and the like.With that being said, and the quantity of customers we have daily, we set our RETURN PERIOD to 30 days for our remote websites. This is advertised heavily on all our platforms, including the one [redacted] purchased from.[redacted] took his purchased remote to a dealership that was dishonest with him. These remotes require diagnostic programming which can only be done by a locksmith or dealership. When customers take their remotes to the dealerships, they need to keep in mind that the dealership sells the same remote we just sold them, only for 3 times the price we sold it for.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: All of the 4 local locksmiths (who all told me I had to go to the dealership), a foreign car repair shop and the local [redacted] dealer are all liars? That statement in itself is reason enough to run from this company. Just because you are a family run business doesn't mean you are competent or honest. If this company has sold me a defective or non-working part then if they are so upstanding why don't they stand by it.

Regards,

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because: If you sell faulty equipment the return date should not matter. The problem with the 2 months was that I was repeatedly told that the key could not be programmed and continued to search for someone who could do it. If this as just a matter of me being slow to get this accomplished it would be one thing but it isn't. The product is faulty and it wouldn't matter who I went to to get this accomplished. I happen to own my own business and while we have certain rules regarding the purchase of our products we consistently review every individual claim. I find it very curious that you are standing so firmly in your position. Seems to me the good will achieved by making this right would be much better than the bad will that this is causing. From the looks of the reviews out there this isn't the first time you have had problems. My mistake for not having researched your company further.

Regards,

Business

Response:

Item is not faulty. Return period is still in tact. Please re-read my previous two rebuttals for more information