Key Harbor

Key Harbor helped me in a timely and professional manner and I appreciate their kind and personal service.","pos-1

Had 2 car keys made and they worked fine. They did not inform me the programming of the 2 new keys would render my original keys useless.This issue occurred from 10/15/14-10/17/2014.I initially contact the business on 10/15/2014 to see if they had replacement keys for my vehicle in stock and they confirmed. So I drove over there then informed me they did not have the keys but could get them by 10/16/2014. I drove back there on 10/16/2014 and they did have the keys. It took about an hour and the keys worked fine.On the morning of 10/17/2014 I tried to use my original keys and my car would not start. At this point I had no idea that this key was essentially de-programmed. So naturally I thought there was something wrong with the engine. I paid for a tow and service at the dealer only to have them tell me the key was not programmed for my car but they would get it taken care of.I called Key Harbor and they confirmed the new key programming would deactivate my original key. This is where I have the main issue. Key Harbor's negligence in giving me all the relevant information cost me several hundred dollars. Key Harbor even admitted to me that they made a mistake on the phone and in the store but that they would do nothing to remedy the situation. They told me I should do more research on why the car would not start before calling a tow truck and paying for service. In reference to any check engine lights on the dashboard.Not only was there a serious mistake made by them that cost me dearly but the attitude and smart aleck responses I got from the people at this store made this the worst retail experience I have ever had.In my opinion I think some type of refund (not even a full refund, I offered to still pay for 1 key) would be a fair resolution. They did not agree and I walked out essentially paying $500 for 2 keys along with 4 trips to Key Harbor trying to get this settled.I do not know their names but I originally spoke with the owner (possibly [redacted] if I remember correctly) on 10/15/14 and dealt with the owners daughter after that.Desired SettlementI think a fair resolution would be a full refund but would be willing to pay for one of the 2 keys. Approximately $140.Business Response Contact Name and Title: [redacted]Contact Phone: [redacted]Contact Email: [redacted]Mr. [redacted] account is partially correct, but he left out important information. First of all, he left out the part about losing his original key and then finding it after he bought our keys. He did have to come back for the keys he purchased, but we compensated him by giving him a total of $20 in discounts for that inconvenience.Secondly, when Mr. [redacted] came in and purchased his keys, he did not tell the technician performing the work that he had lost his original key. Our techs are highly trained and would have immediately told him that the lost key would no longer work, which is what most people would want if they didn't know where there key was.When Mr. [redacted] found his lost key and tried to start his car and it didn't start he did not call our store or [redacted] to see what was wrong, he just decided to tow his car to [redacted]. He must have tried to start his car with that unregistered key several times and locked the car down (a safety anti-theft feature)so then none of his keys worked.If Mr. [redacted] had called us we would have explained what had happened to his car and been able to help him at no expense. He didn't choose to do that but acted rashly and then came and asked us for a refund to cover his towing and service expenses at [redacted]. We offered to reprogram his lost key for him, which we did, which was another courtesy we extended him. We explained that we could not give him a refund for the keys because the keys were cut for his car and are useless to us at this point and he got what he paid for and more. He took our courtesy programming and then proceeded to file this complaint. It looks like he made a rash decision to tow his car and then wants to blame our business for that bad decision. It is unfortunate, but we feel that we did good business and have done absolutely everything we should have. Thank you.Consumer Response Let me respond to the $20 discount. In my original visit to the store I told the owner I only needed one extra key since I still had one original key. I asked the owner if he would give me a discount if I bought 2 keys and he said sure I will give you $10 off for each key for a total of $20. It was offered before he discovered he did not have the keys in stock as he originally stated in our phone conversation.Let me respond to your second statement. You are exactly right I did not tell the technician I lost my original key because it was not lost. At that point the technician should have informed me that key would no longer work. Then I would have gladly brought it in and had it programmed as well.I absolutely would have called your store when my car didn't start if you had informed me my original would not work...but again I was never given that information. As far as I was concerned all my keys were functional and would have no reason to think my car not starting was due to the key. The only assumption I could make with the information I had was something was wrong with my car. I never even tried the new keys when the car would not start because I had no reason to believe the keys were the issue.I did not act rashly. I did the only thing anyone can do when their car wont start and called a tow truck so I could have a professional look at it. You said I should have called [redacted] to see what was wrong...I don't think mechanics can diagnose cars over the phone.Your courtesy of 're-programming' the keys...I was told I had 30 days to bring the keys back in if the keys stopped working for any reason. So there was no courtesy given.I am not sure how you could say you did everything you should have when obviously you didn't. You even admitted to making a mistake! That is not good business. You are right I got what I paid for then paid a lot more due to your negligence.I should have done my research on your store before I went there. It appears I am not the first customer to have issues with your service and one reviewer even stated they also reported you to the Revdex.com. I didn't expect to get anything out of the complaint except the hope that you improve your business practices and customer support so future patrons don't have the same issues.Final Business Response Mr. [redacted] received fair and equal treatment in our store. He made a mistake and is trying to get us to pay for it. He did tell us he "found" his "lost" key when he came and tried to get his refund. He was very rude and "mean" to the person trying to help him. So much so that when he came back to get that "lost" key reprogrammed (for free), he apologized for being so mean to her. The reprogramming for a lost key is usually $60. We did not charge him for the programming, so with his original discounts he got services and products totaling $375.98 for $283.16. We deal with many people who are not technically savvy so we try to explain everything we can but it helps if we have all the information to start with. I do not want to keep going back and forth with Mr. [redacted]. We strive to satisfy all our customers but occasionally, even when given all the facts, some customers can only see things their way. This is our final decision.