Keyless4u Incorporated

I'm sure this customer visited dozens of dealers and locksmiths all over the country who all confirmed they were correct that the internal components were of a different nature than what was required.  This, however, is all arbitrary information. In a situation like this, one needs to apply common sense to the situation. Customer's shop with us, as opposed to dealerships, b/c they can save money. Period. It is slightly more difficult in situations like this one  where there isn't DIY programming and the specific vehicle at hand requires diagnostic programming which can only be done by a locksmith with the appropriate equipment or a dealership. But, we sell these remotes allllll the time and they are programmed successfully as long as the customer confirms they are buying the correct remote for their vehicle (i.e. matching the remote being purchased with their original, or doing a VIN confirmation and the like) and they have someone to program it in their area.If a customer has issues with a purchase from us, we have a 30 day return policy (refund or replacement) of which we never decline. (referencing the common sense thing again) It seem as though any normal situation in which someone buys a part that doesn't work for one reason or another, then returns for a replacement, and that doesn't work, they would just make sure they follow a timeline that lets them take care of everything within the 30 day return period (advertised on our site's Customer Service tab, on the listing purchased from, on the checkout page and on the receipt the item was shipped with) and, if it ultimately didn't work, they could get their money back and go buy their needed remote at the dealership. It will cost them more money but, they won't have to do any of the footwork like if they buy from us. Unfortunately, there are areas of the country that specific vehicles have trouble getting remotes programmed to them if they don't buy from the dealership. Its just the way it is. We don't have a map of these areas, we just go off customer's feedback. In situations like this we honor a return, give money back and the customer buys from the dealer. MOST of the time, however, as in the 100-200 remotes we sell DAILY, customers who make sure they are buying the correct remote, with our assistance when needed and make sure they have a programmer, are extremely satisfied with the savings we give them, and remote they receive. Either way, we do a very good job accommodating any needs of our customers as long as they take the time to read what they are buying and follow the timeline needed to make sure all options are available. I'm not sure how anyone could believe this customer took the time to go to every dealership and locksmith in their area and then, while traveling, stopped in at dealerships all along the way to get feedback on the remote purchased from our company. Seems simple enough to follow a 30 day return policy, return it for a refund or replacement within that time. If you cannot get it to work, get your money back and buy off the dealer.There is nothing crooked going on here. Just a customer who didn't do the homework needed to make sure they had everything they needed to get this to work and that they were buying the right item and then who also waited until a well advertised return period to expire. You will not find a more detailed and all-inclusive online resource than our company to satisfy the remote purchasing needs. However, we do not have sponsored dealerships and locksmiths around the country so, as advertised on our site, it is the responsibility of the consumer to get the remote they purchase programmed. We ALWAYS assist with providing information that helps the consumer to confirm they are buying the right remote for their vehicle and that can assist them with finding a programmer in their area. 80% of our remotes can be programmed BY the car owner and we provide those instructions as well.

We assist with suggesting what remote is needed for a customers vehicle, especially in a situation like this customer's where he doesn't even have an original remote to reference (the only way to 100% confirm compatibility). This customer stating that locksmiths and dealers told him the same thing is a flat out lie. I will agree that it isn't the only possibility for the customer's vehicle's make model and year but, I can provide documentation given to us directly from the manufacturer of this remote and vehicle that shows this is registered as compatible with this customer's make model and year. This customer should have done the suggested PRE-PURCHASE footwork of determining that this was, in fact, the remote he needed, using the resources and suggestions we made to him and, before his purchase, he should have confirmed he had someone who could  & would program it for him in his areaFor him to say he took it to 2 locksmiths and 2 dealers and they said the same thing is absolute non-sense. Why not say he took it to 10 locksmiths? It just doesn't make his non-sense point any more validThere is nothing further here. The remote is unlocked and not elgible to be returned and we have this obnoxiously advertised on every page this customer was on throughout the purchasing process

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 Complaint: [redacted]
I am rejecting this response because: 
This company is not leveling with the Revdex.com. When I ordered my replacement key I followed the directions on the web page. I provided the [redacted] as instructed. Also submitted the make:[redacted] and the year:2009
You can see on their invoice my correct FCC ID NUMBER.Why they are saying I did not submit the correct information is not true. For some reason they have been caught in a lie and will not accept the true facts.On their website they provide a telephone number for service calls. Five calls to this number was never answered, was just refereed to sending an email. No responsible company should not be allowed to do business without personal service. I find it hard to believe that they have such a poor excuse for not answering the phone. Could it be,they get so MANY complaints that they have quit answering calls.I was trying to discuss the possibility of seeing if they thought a replacement might work, but after getting told to "GO [redacted] YOURSELF" I decided this was no way to conduct businesses. Now it comes down to who you believe in this situation, but I had reason to complain other than for the facts stated above. Now that "THEY HAVE THEIR [redacted] CAUGHT IN THE WRINGER" they are trying to cover their behind.Hopefully the Revdex.com will not allow this company to operate over the Internet and in any circumstances. I can assure you they will deny my allegations but I have no other reason to complain except what's listed in this message. Hopefully my photo of their invoice comes through, if not I can resend it.I plan on getting a refund and should I have a problem I'll refer to my case number.It will be interesting to see how they try to get out of this again.
Regards,
[redacted]

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 Complaint: [redacted]
I am rejecting this response because:I thank you for your help.  I feel that you are a third party in the situation and it is not fair to you .  I feel it should be handled directly to their customer service department but as you see they only want it done by e-mails.  I have read all of the transactions between the company and our complaint and their responses.  All my years in the corporate working world, I have seen many correspondence from major companies with a letter head and a key responsible individual signing off on inquiries; non of these were on their paper response.  The person responsible for the reply I received is very unprofessional and the  language used in a customer service position (ex:  using common sense reference, buying to save money, reference to not doing the footwork, this is the way it is, nothing crooked going on here) leads me to believe this reply is from a low education and bad trained personnel.  To make reference about the locksmith not having knowledge of keyless remote, who has been in business for more than 40 years, when the dealership referred him to me as someone they use themselves.  To make reference that the trim package that makes some models and years  different for remotes (that's what the vin # does for identification)  this was given to the company when asked for only to find out that the second fob was nowhere close to the original order.  Two days after receiving the second fob we notified the company and waited for a return authorization which never came.  Even to this day.  Nor have they acknowledged the e-mail received the second day after we received the incorrect fob.  I thought it was helpful to alert them that the original fob  had different electrical pieces within and only asked them to have it corrected.  It has nothing to do with the logo as stated in the second reply.  The key reference to the side of the fob was for door opening only has nothing to do with the ignition as stated in the original ordered 5 function keyless remote.....the vin # tells you this.  When asked for the original remote to be returned and authorization was sent to do this and additional information was provided.  Still, the second fob was incorrect by the companies own admission to making an educated guess (this is quoted by their original reply).  You will note that the date on the second e-mail sent on 6/24 then on 7/3 received no response about the wrong fob.  We still have the incorrect fob and need an authorization for the return.
Regards,
[redacted]

Firstly, we promptly responded to every contact this customer made with us. Secondly, we sell an average of 15 of these exact remotes monthly and they are consistently programed by auto locksmiths around the country. This isn't just an arbitrary statement. If you do your due diligence in exploring...

what locksmiths can and can't do you will find that the ONLY remotes locksmiths cannot program are a limited number of [redacted] remotes and [redacted] remotes. These [redacted] remotes are VERY programmable. Just need a locksmith with the appropriate equipment to do so. We heavily advertise in the listing (viewable before purchase) that shoppers should proceed with caution if they have to take the remotes to a dealership for programming. Dealerships program these remotes differently when they order them in from their manufacturer than the process which is required when an UNLOCKED used remote is purchased (what we sell). The dealers orders a remote which comes from the manufacturer already VIN-loaded and they simply finalize the programming of the remote once it is received. When an unlocked used remote is purchased from us or a company like us, it needs programmed diagnostically through the OBD port in the dash using equipment that has the [redacted] software loaded in it. If a dealership attempts to program an unlocked used remote using the process they use when they order a remote from the manufacturer (already VIN loaded) it will never work.  Its very common for locksmiths to have the appropriate equipment, software and know-how to do this programming.....apparently except for every locksmith in this customers area (if we are going to take his word for it). These remotes we sell (like this customer purchased) come to us in used/locked condition. We then send them to a company in Tennessee by the name of Fresh Car Keys. That company runs the remotes through an MPU unlocking process which clears the data out of the MPU on the circuit board in the remote, allowing it to receive programming to a compatible vehicle once more. B/c there is a lot of time and money invested in these remotes by our company, we sell our unlocked remotes HEAVILY advertised as NO RETURNS. We advertise this in our Returns policy (4 times) on each listing page for unlocked remotes we sell, on the check out page and on the receipt the remote is shipped with. We also have disclaimers on our listings that state the customer should do the footwork of finding a programmer in their area that can and will program it for them prior to purchase. As long as shoppers follow these steps, they almost always have a successful shopping experience and literally save $100 or more compared to what they would have to pay at a dealership. It is a shame that the Revdex.com doesn't require validation of consumer complaints and hold the consumer responsible for liable and slander they submit. Being able to say "I reached out to the company with no response" and " I've contacted [redacted] locksmiths in my area all saying they can't do it" and "I've been charge $1 million dollars in unsuccessful programming fees" is nothing but arbitrary invalidated complaints. I can show you lists of customers who purchased these after confirming they have a locksmith who can program it in their area, and they it works for them and they are satisfied with the remote we sold them and the money they saved.

We sell between 10 to 20 of these [redacted] remotes monthly, in refurbished condition.....exactly as this customer purchased. According to our experience, they have about a 75% chance of getting a dealership or CAPABLE locksmith of programming it across the US. If, for any reason, they don't have...

someone available who can/will program it, they have up to 30 days from purchase to put it in the mail to us. Doesn't have to be delivered to us in 30 days, just has to be post marked. Furthermore, we test these remotes when they come into our inventory and then again (twice) prior to shipment. We log these tests for each order. Because its a functional item, our return policy is 30 days for a REPLACEMENT OR A REFUND. Functional units malfunction from time to time no matter how much they are tested by the company selling them. Things happen. This is why we have a 30 day return policy. For any reason, a customer can return an item purchased from our store within 30 days of purchase. The facts that stand out to me in this customer's complaint is that they purchased on June 3rd and contacted us on July 22nd about returning. That's 49 days after their purchase and 19 days after our returns period expired.This is not an issue worthy of being reported to the Revdex.com. Essentially they are saying we deserve to be reported b/c we won't extend our returns policy beyond what it is advertised at.Have a good day.

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 Complaint: [redacted]
I am rejecting this response because:Before, I bought the keys I provided the vendor with my vehicle VIN to see if his key remotes would work for my vehicle.  The vendor responded back in the affirmative.  Upon receiving the keys, I had 2 locksmiths and 2 car dealerships try to make the keys work and they all told me that the keys he sold me do not work for a 2016 [redacted].  Accordingly, I want my money refunded.
Regards,
[redacted]

This particular customer MADE THEIR OWN DETERMINATION to purchase this remote based on the make model and year. The remote they chose to purchase is in an UNLOCKED condition which means it is a pre-owned remote that was locked with the programming it had in it from the original vehicle it worked...

with. We send these remotes to a tech service that unlocks them so that they can be programmed to another compatible vehicle. The remote is thoroughly tested when we receive it from our various suppliers, before we send it to the tech service for unlocking, by the tech service before and after the unlock it, and again by us before we ship it to our customers.  It literally cannot be tested anymore than it is and it has been confirmed & documented as fully functional multiple times. Because of the extreme amount of pre-shipment work that goes into selling a remote in the unlocked condition by us as well as the financial investment we put into these, AND the fact that, once programming is attempted, these remotes are then in a LOCKED condition once more, we do not accept returns on these. We understand that this can potentially cause a misunderstanding to customer so we advertised our return policy related to unlocked remotes in several locations on our site. We advertise it repeatedly on our Customer Service tab on our site, we advertise it directly on every listing we have on our site for a remote in an unlocked condition. We advertised it on our checkout page in case customers missed up til that point so they can see it PRIOR to completing the checkout process and this returns policy is printed directly on every receipt we ship with every item ordered from our site. The only reason we sell unlocked remotes is based on the demand of our customers and shoppers AND the consistent success our customers have in getting these programmed WHEN THEY DO THE NECESSARY FOOT WORK TO ENSURE THIS IS A WORTHWHILE PURCHASE FOR THEM. If they don't do the necessary pre-purchase footwork to determine if a remote is the specific remote their version of their vehicle's make model and year requires, don't ensure they have someone in their area who can and will program it, and/or don't read our obnoxiously advertised return policy, there is nothing we can do to help them. Unfortunately, this customer didn't do one or more of these necessary steps and that is the root of this chargeback.We never and I repeat never suggest customer go to dealerships b/c dealers almost never program a remote purchased outside of them for obvious reasons. they sell the same item for an exponentially higher price. Since this customer is willing to through nonsense paraphrases into his Revdex.com claim based on what 'dealers' told him I would like to through it out there that I have 23 sales of this exact remote IN THE UNLOCKED CONDITION in the last 6 months in which we received documented positive feedback from the customer after they successfully had the remote programmed to their vehicle by locksmiths and, 6 of them even by dealers. Imagine that. We had one customer purchase this same remote, take it to a [redacted] dealer service department and asked them to program it. The dealer quickly told them they had been scammed (as the customer who filed this chargeback has been told). They contact us and explained their interactions in a normal, adult-like converstation (which was unlike the customer who filed this chargeback) and they also explained they didn't have a locksmith in their area that can program it. We told them to try the dealership again and tell them that the remote was one of the original remotes that came with the vehicle but it seemed to have become unprogrammed as it didn't operate the vehicles keyless functions anymore. The  SAME DEALER (different employee but same [redacted] dealership who told him he had been scammed) programmed the remote in 15 minutes.

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 Complaint: [redacted]
I am rejecting this response because:Again your remote does not match either my original or the actual replacement I bought elsewhere after I received your product.  I have attached pictures of how your remote does not have the OEM markings and a totally different circuit board.  The actual OEM replacement actually looks identical to my original remote, unlike your product.  Return my remaining $16. 
Regards,
[redacted]

The remote we sold to this customer is Original Equipment Manufacturer as described. This can be easily confirmed by viewing the markings on the circuit board inside. There is no speculation needed here when it can be easily confirmed.  [redacted] and Mercedes owners make up 75% of our business's...

traffic. This is because these particular Manufacturer's dealerships have an exponentially higher purchase price for their remotes compared to what we sell them for. With that being said, there are hurdles customers have to get over in order for remotes they purchase from us for their [redacted]s and Mercedes to work. Firstly, these remotes cannot be programmed by the vehicle owner. There are Locksmiths who have the necessary equipment and knowledge-base to do this and, according to feedback we get from our customers, about 50% of the [redacted] & Mercedes dealerships across the US will program remotes they did not sell. The other 50% a variety of excuses as to why they can't/won't program a remote they did not sell. Often, they will flat out tell our customer they will not program/cut a key they did not sell. Sometimes they will agree to, take the remote in the back for an hour or two, come back out and say the remote was not functional, a knock-off that can't be programmed, broken, etc, etc. They will tell the customer they have to pay an hour or two labor rate for them trying or they can purchase a remote at 3 - 4 times the price we sold it for and they will knock the programming fee from the first key off the bill. B/c dealers sell a remote for $350.00 that we sell for $59.99, they do not always willing program the remote for the customer who brings it there. That is the long and short of it. They want to sell the remote and get paid to program it. That is why they don't have a single [redacted] or Mercedes remote that can be programmed by the car owner. It always has to be taken to a dealership or to a locksmith with the necessary equipment. We sell 100's of [redacted] and Mercedes remotes every year and they are successfully programmed by the majority of our customer's who buy them. As long as the customer does their homework and is informed enough to prevent a dealer from misleading them, it is a no-brainer that customers can save hundreds of dollars by shopping with us compared to dealer prices.  This particular customer did not do his homework prior to purchase to ensure he was buying the correct remote for his [redacted] and did not do the footwork necessary to make sure he had a capable locksmith or dealer that would make an honest attempt at programming this. B/c of this, this customer did not have a successful purchase. B/c he didn't do his homework or footwork in order to get the remote his vehicle calls for and get it successfully programmed, he is going out of his way to make this seem like we are selling something faulty and fraudulent. I have 100's of documented feedback on this exact key from customers who purchased from us and had no issues at all getting it cut and programmed. I have a handful of locksmiths across the US who program these things every day.  B/c having these remote/keys cut to fit the vehicle devalues them to any vehicle other then the one it was cut for, we include in our return policy that anything purchased from our store that is altered so that it no longer matches the condition it was shipped in is not eligible to be returned. That is what our customer service relayed to this customer.  These remotes we are selling are not T-shirts. Shoppers need to do extensive homework if they aren't fully informed on what they are buying or how to get it to work with their vehicle after they buy it. Everyone wants the price we offer but, some of them (like this customer) didn't read any more information beyond the price to see if it was actually what he needed or what he would need to do to get it to work for his vehicle or our return policy should he need to cross that bridge. Everyday, we HIGHLY recommend to shoppers who own [redacted] and Mercedes that openly admit to us  they don't want take the time to call around and get more information from locksmiths and dealers in their area that their best bet is to pay a little more to go to the dealership and purchase the remote from them. We do this b/c we know they will run into a lot of headaches if they buy one from us and it doesn't work for one of the reasons mentioned above. This customer did not give us that opportunity. Furthermore, he was extremely inappropriate in his emails sent to our customer service rep.

Buyer has to confirm compatibility by, not only matching the make model and year of their vehicle to the remote they are purchasing, but making sure it is the one of many that their specific version of their vehicle's make model and year requires. This is most commonly done by ordering one that has...

the same FCC ID and part # as their original. If they don't have an original remote, the process becomes less conclusive and more of an educated guess but, the responsibility of determining if a remote is what the customer needs falls on the customer. We are an ecommerce business and don't have access to the customer's vehicle or the system the remote would be interacting with inside the vehicle. We offer tools customers can use to confirm which remote they need but, our suggestion needs confirmed by the buyer before they choose to make the purchase. Once the remote required is determined, they need to find someone in their geographical area who can and will program it. Dealers are very resistant to do this as they make and sell the same remote for an exponentially higher rate. We always recommend locksmiths and always recommend customers find someone to program it prior to purchase as there are some geographical areas in the US that do not have locksmiths capable of programming remotes readily available.This particular customer MADE THEIR OWN DETERMINATION to purchase this remote based on the make model and year since they no longer had an original remote to reference to determine they were purchasing the correct one. Furthermore, the remote they chose to purchase is in an UNLOCKED condition which means it is a pre-owned remote that was locked with the programming it had in it from the original vehicle it worked with. We send these remotes to a tech service that unlocks them so that they can be programmed to another compatible vehicle. The remote is thoroughly tested when we receive it from our various suppliers, before we send it to the tech service for unlocking, by the tech service before and after the unlock it, and again by us before we ship it to our customers.  It literally cannot be tested anymore than it is and it has been confirmed & documented as fully functional multiple times. Because of the extreme amount of pre-shipment work that goes into selling a remote in the unlocked condition by us as well as the financial investment we put into these, AND the fact that, once programming is attempted, these remotes are then in a LOCKED condition once more, we do not accept returns on these. We understand that this can potentially cause a misunderstanding to customer so we advertised our return policy related to unlocked remotes in several locations on our site. We advertise it repeatedly on our Customer Service tab on our site, we advertise it directly on every listing we have on our site for a remote in an unlocked condition. We advertised it on our checkout page in case customers missed up til that point so they can see it PRIOR to completing the checkout process and this returns policy is printed directly on every receipt we ship with every item ordered from our site.The only reason we sell unlocked remotes is based on the demand of our customers and shoppers AND the consistent success our customers have in getting these programmed WHEN THEY DO THE NECESSARY FOOT WORK TO ENSURE THIS IS A WORTHWHILE PURCHASE FOR THEM. If they don't do the necessary pre-purchase footwork to determine if a remote is the specific remote their version of their vehicle's make model and year requires, don't ensure they have someone in their area who can and will program it, and/or don't read our obnoxiously advertised return policy, there is nothing we can do to help them. Unfortunately, this customer didn't do one or more of these necessary steps and that is the root of this chargeback.

This buyer is extremely uninformed. Obviously we have a name and no, we are not willing to 'negotiate' outside of our return policy. It is well advertised and customer's simply need to read it.

See previous repsonsES

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 Complaint: [redacted]
I am rejecting this response because:  Attached is the advertisement stating this part is for a 2003, 2004, and 2005 [redacted].  It does not differentiate between a MANUAL or AUTOMATIC model.  It did not fit my 2004 [redacted] as the advertisement said it would.  The seller sold me the wrong part and has received my return.  I have not received a refund nor a part.  This seller has taken my money and not provided a product.  Customer service at this company is bad.  I was yelled at and insulted and told to never call back.  USPS is tracking the package and locating the tracking number for my return which I will provide to [redacted] and Revdex.com.  If this matter is not resolved I will pursue this in small claims court.  Regards,
[redacted]

See previous response

See previous response from us.

This is a very libel-polluted complaint. I suggest you focus on the  facts here and understand that we are not in the business of ripping people off. We have no interest in doing bad business. You are making some very speculative assumptions and statements based on those assumptions that...

constitute  libel, by definition. We have never changed our company name or domain name in attempt to run from bad business. You  are 100% overstepping here. We sell, on average, 100 remotes a day. We've been doing this (and growing) since 2002. If you look on line and find as many complaints on our company as you possibly can, you will not even find 10. Considering we sell 100 remotes a day, for the last 15 years, I think its safe to say less than 10 complaints is a job well done. I even suggest the <10 complaints you will find are not accurate. The remotes we sell MUST be compatible and MUST be successfully programmed to a system that is fully operational, with no issues. There is a certain level of knowledge that the customer must possess in order to make a keyless remote shopping experience successful. These are not T-shirts where you can simply pick a size and color and be good to go. Even  after doing your homework as a customer and knowing what system you need a remote for and what remote needs ordered to work with that system, it will need programmed. Some vehicles have DIY programming (which we provide) and some have no on-board programming which means they need taken to a locksmith and dealer for this service. To add another hurdle, the dealers (and even some locksmiths) sell these remotes as well and would much rather you purchase one of theirs than one you brought into them. Yet another hurdle is that your system must be in good working order and fully operational. They too are electronic units that often have issues that can prevent replacement remotes from being synced successfully with them. As an online remote supplier,  our responsibility is to advertise the remotes with manufacture-provided programming and remote specifics...which we do. We are also responsible for providing you, and every shopper insight on how to determine which remote you need for your system.  We do all of this very well and have for the last 15 years. No question. This is why dealerships across the country and internationally use us as well as Locksmiths and auto specialty shops. Customers often save 100s of dollars as opposed to shopping at a dealership for a replacement remote. If you have any questions related to our customer-satisfaction, look at our 99.7% positive feedback, top-rated seller, anchor store rating on [redacted]. All things considered, as well as the less-than-desirable rating of our competitors, is very telling in the type of business and service we offer. With all that being said, we have a 30 day return policy. We do have a restock fee, yes. All of this is advertised on our Customer Service tab, on the page each one of our remotes is listed and described on and on the receipt that is sent to the customer. This is not a hidden fee or any attempt to deceive the customer. This is a policy, like all other companies have. We also send a follow up email 10 days after purchase to ensure that the customer is satisfied with their purchase and to see if they need any assistance and to prompt them to act on getting the remote programmed quickly so that they can take advantage of the return policy in   30 days.  We cannot be any more proactive as a company or offer any more support than we currently do. This customer is literally complaining about a restock fee as is well advertised. What I suggest, is that, you may have an issue with your system, you may have issues with meeting the time-sensitive programming protocol, and as we have suggested in our communications with you, you may want to seek the assistance of an auto-specialty shop or locksmith to help trouble shoot. Lastly, you are welcome to return per our return policy but, we definitely will enforce our return policy as it IS fair and justifiable in your case, as in all others. Contact your bank, forward your emails to them, and I will explain the situation to them as well. Not a problem at all.

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 Complaint: [redacted]
I am rejecting this response because: PREVIOUS RESPONSE
Regards,
[redacted]

Remote purchased is clearly listed as [redacted] & [redacted] as they are made by the same Company and work for all the vehicles specified on our compatibility chart on the listing purchased from. The compatibility chart includes many [redacted] remotes (included the Escape) and many [redacted] vehicles. The...

remote could come with either a [redacted] or a [redacted] logo but, either way, it will work the same with ALL the vehicles on the compatibility chart on the listing. The very first line in the 'Additional Information field states: Additional Information: Please note: We will do our best to get you the logo you desire ([redacted], or [redacted]; however, if you do not let us know your choice we will ship with any of the 3 a fore mentioned logos as they are all interchangeable). Also, it should be noted that this customer purchased from our site. - we did not process this order for the customer - the customer added this item to their shopping cart and checked out. The locksmith claim that this will not work for the customer b/c it is a [redacted] remote displays the extreme lack of knowledge that locksmith has for keyless remotes in general. I'm not saying this customer purchased the correct remote for their vehicle. There is a chance they did not. Going off the make model and year of a vehicle to determine the remote needed only narrows down the possibilities. It doesn't give conclusive evidence as to the exact remote needed. This is because every make model and year of vehicle has 5-20 remotes that were used with them. This number is based on the amount of trim packages that make model and year of vehicle was built with. Each trim package requires a different remote to accommodate the various, unique features the customer's vehicle's trim package is built with. As you can see on the Customer Service tab on our website, we suggest the customer MATCH the remote they are potentially purchasing with their original remote to ensure they are buying the correct remote for their vehicle. this is also a message we included with our correspondence when shoppers ask for our assistance. This customer did not do that. As you can see in their message, their original remote does not have a key, yet the remote they added to their shopping cart and purchased does have a key. After they received their purchase, they took it to the locksmith to have it programmed and the locksmith, apparently with a lack of experience, assumed it was the wrong remote based on the logo. The logo was irrelevant, it was the wrong remote b/c the customer did not follow through with the appropriate, suggested steps to ensure they were purchasing the correct remote. They reached out to us mid-June to let us know of the issue. We asked them for their original remote info as well as their vehicles make model and year as well as VIN. They provided almost no info about their original. Also withheld the fact their original did not have a key and when we searched the VIN, 5 remotes showed up and confirmed we had to make an educated guess on which option the customer needed since the customer could not provide much info related to their original remote. Because of that we shipped the most likely option suggested by our VIN match program on 6/21/17. The customers original shipment was delivered to their location on 6/10/17 (USPS Tracking #  [redacted])  which set the expiration of their 30 day return period to 7/10/17. The replacement we shipped was delivered to the customer on 6/24/17 (USPS Tracking # [redacted]). That is precisely 16 days before the expiration of their return period. Plenty of time for them to see if the replacement would work and/or return it for another replacement (assuming it wasn't the correct remote) or a refund if they just wanted to get their money back. We simply did not hear from the customer until this Revdex.com complaint (which is a month and a half after our last contact with the customer and a month after their returns period expired). For clarity, what we have here is a customer who went to a dealer, heard of a price for a replacement from the dealer they did not want to pay so they went online and found our store. They chose not to do the footwork suggested and asked of them to confirm they were purchasing the correct item. The second time around they chose not to provide all the info they had to ensure they would get it right the second time and we made an educated guess based on the information we had access to. Then, they waited until a MONTH had passed after their returns period had expired.....understanding they had 16 days after receiving the replacement to get the item shipped in the mail for either a refund or a replacement.....and they did none of it. So now, this is an attempt to twist this into us selling something falsely advertised and not having communication practices that allow customers to be successful. Its just not the case. We sell approx 100 remotes a day to customers and have a less than average return rate. We have a very friendly return policy that doesn't start until the package is delivered and we don't need to have the package back by the end. All it needs to be is in the mail within 30 days from the delivery date. This customer prevented us from making their shopping experience successful or offering them their money back. I'm not sure what we could have done with this situation. Very Strange

See previous responses. Talking in circles now