LKC Services, Inc.

We apologize if *** *** felt that she received poor service from our Customer Service Reps as we always strive to deliver excellent customer service In regards to *** ***'s request for a refund of her warranty and shipping costs, our policies state that these are not refundableThese
policies are plainly disclosed on our website under the SHIPPING POLICY link http://replacemyremote.com/shipping-policy/ and the warranty VIEW ALL TERMS link http://replacemyremote.com/warranty In addition, our return policy also states that all returns incur an 18% restocking fee (to cover the cost of labor and packaging materials)http://replacemyremote.com/return-policy/ Unfortunately we are unable to grant *** ***'s refund request because we must apply our policies "across the board" to ensure all customers are treated uniformly and fairly

Hi, as requested, attached is the receipt for the payment made to LKC Services IncAs mentioned, after payment was made, a month went by before I investigated and found the product to actually be on back order so it was in fact shipped at a much later date. Please let me know if there is anything further I can provide,*** ***

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Complaint: ***
I am rejecting this response because:First, you can not tell me that as a consumer if you have a fee regardless of the cancellation time, this information should be made available right at the place where one is orderingI requested information from the company on where they post this information, and they stated it is in a small gray box in which you would need to click on to read about any information regarding orders.If charging someone a fee this information should be disclosed at the screen of ordering so a consumer may make an informed decision to continue placing the order. I would never have placed this order if this information had been made available in the screen in which order was being placedHiding this information in a gray box at the bottom of the website page is very deceitful on the part of an online retailer
Regards,
*** ***

Here at LKC we charge a cancellation fee for ANY order that is cancelled - no matter how quickly the order was cancelled.? The reason behind this are because our orders are being processed as soon as they are received.? This means that the product is pulled, tested, packaged, etc..?
The cancellation fee is to recoup these and any other overhead costs associated with the cancelled order.? To keep prices as absolutely low as possible, we do NOT raise all of our prices to absorb these costs.? Instead, fees are only charged on the individual cancellations and refunds.? Links to our refund policy, along with all of our other policies, are at the bottom of our homepage and every other page of our website.? Unfortunately we are unable to grant the request for a refund of the cancellation fee.? We must apply our policies across the board so that each and every customer is treated equally and fairly

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Revdex.com: I am not worried about the $10, however when I called I was told ours would be programmedI would not of wasted my time with ordering something that I could just order thru the dealer and pay the same amountI will NOT recommend this company to anyone and I will make sure I let anyone who asks know the problems I have had
I have reviewed the response made by the business in reference to complaint ID ***
Regards,
*** ***

Complaint: ***
I am rejecting this response because I can understand a "restocking fee" for the return of a perfectly good item, but returning a defective item (or items) and being charged a "restocking fee" is ridiculous? Are they going to "restock" their shelves with defective merchandise and sell it to the next person? I think that is why neither one of the remotes worked for me? The reason I was not interested in a warranty replacement is that this could go on indefinitely? When I get a defective item from a retailer and I take it back I typically don't exchange it for the same exact item? I go for a better one? If you can't trust it originally why would I think the second or third time would be any better? ? I can see this is going to go nowhere so we will have to just leave it at that then? I can guarantee, however, I will not purchase anything from ReplaceMyRemote.com in the future? Fool me once, shame on you? Fool me twice, shame on ME
Regards,
*** ***

We offer them in this way because the OEM original shell has the numbers and IF the item is in stock we try and accommodate the request- HOWEVER- as we stated before, the driver designation number means NOTHING and is completely cosmeticWe do not expect you to believe this nor do we expect you to understand this as in order to believe and understand you would need to be an expert in remotes- which you are notWe areOne would hope that you would bow to our wisdom and get your justice from the shady locksmith instead of us, but something tells me you are not going to do thisWe are sorry, but it just does not seem you are going to accept anything unless you get a pound of flesh from someone, and that someone seems to be usYou have our sincere condolences for this locksmith's behavior, but that is all you can expect to receive from us at this time

? ? ? ? According to the United States Postal Service's tracking service, *** ***'s original purchase was delivered to her home on April 13th, 2017.? After speaking with the *** ***, we understood that the package must have been lost in the mail and, following our business
policy, agreed to send her a free replacement.? The replacement was to be shipped regular first-class mail by the United States Postal Service - the same way as her original purchase (which normally takes -business days).? We DO offer a guaranteed day United Parcel Service shipping for an additional $and an expedited, overnight *** *** ***? shipping for an additional $25.00.? *** *** did not request nor pay for these special shipping options.? Once her replacement remote was pulled, packaged and ready to ship we called to ensure that *** *** had not yet received her ORIGINAL purchase.? At this point *** *** just wanted a full refund.? According to our business policies which are posted online ***, we offer a free 100% REPLACEMENT guarantee.? We also offer a day refund guarantee minus an 18% restocking fee.? Since *** *** requested a refund within days of her original purchase, she was entitled to, and received, a refund minus the 18% restocking fee.? (The restocking fee is to cover labor costs and packaging material of the original purchase.)? ? ? ? For the reasons listed above, we unfortunately can not grant *** ***'s request for a full refund.? We must apply our policies across the board to ensure that all customers are treated equally and fairly.?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.?
Regards,
*** ***

"Here at LKC Services we want to ensure that customers have all necessary information before making a purchase.? On our website's home page it states:? ? Replacement keyless entry fob remote programming-? ? Some keyless remotes are self-programmable with step by step
instructions that we include with orders when applicable.? Many of the newer smart keys and keyless remotes (2005+) are NOT self-programmable and require special equipment for programming by an automotive locksmith.? We urge our customers to contact a Locksmith Professional in their area to make certain they are able to program replacement keyless entry remotes for your specific vehicle.? This will save you and us some time/money in the case the local locksmith in your area is unable to program your specific keyless entry remote.Also, on the bottom of our website's home page, plus the bottom of every other page of our website, is our return policy (https://replacemyremote.com/return-policy/).? To keep our everyday prices low, we do note inflate our prices to cover the costs of any overhead associated with returned items.? Instead, we charge a restocking fee.? ? Therefore, we are unable to grant the request to refund the $restocking fee nor the $for shipping.? To ensure fairness to everyone we apply our policies across the board

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Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is not satisfactory to me but I will not pursue my complaint any further? Following is my explanation.The following are my email exchanges with LKCMEI live in CanadaWhen I try to track my shipment from your site it saysthe number is invalid? When I try from USPS site, it says the shipment is in Oslo, Norway.Please clarifyLKCHello,I checked tracking this morning and it indicates that it has arrived at the delivering? post office in NorwayI checked to make sure everything on the label was correct which? it is and I have attached a screen shot of what was typed on the label.? Because you chose the non-insured option we cannot give you a specific delivery date.? MEDoes it not strike you as odd that I live in Canada and the package was sent to Norway.LKCWhat probably happened is the packaged got sorted incorrectly.? It is still saying it's in transit to your location so it's more than likely routing itself back.? MEOK, we'll wait and see? You'd think someone would have noticed before now that it's in the wrong country.LKCI agree.METhe item has been delivered in Norway? What I am I supposed to do now? There's obviously been a screw up? Can you contact USPS for me.LKCNO REPLYMECan I get a reply please.LKCNO REPLYTo LKCThe item in question did in fact show up in my mailbox about a week ago (about weeks afterit was sent out) ? but as yet I have been unable to get it to work? A locksmith I know also couldn't get it to work? Someone responded to the complaint saying I had not called or emailed regarding my problems? That is not true? The phone number provided either was always busy or gave me a message telling me to try again.? My attempts by email were not responded to.I am not happy with the way you treat customers? You can blame the USPS but in the end you should be doing something to keep your customers happy even? if someone else screws up? I have ordered many items over the years and have had no trouble with USPS.? I have had trouble twice but only with courier services? For that reason I didn't opt to pay the extracharge.I will not pursue this any further as it is obvious I will not get anywhere.? Regards,
*** ***?

As stated on our website: We guarantee our customers top quality products and that’s why we are able to offer you a FREE Day Replacement Guarantee on our replacement keyless entry remotes and keys? Our team works very hard to ensure our products are top of the line so our customers have
minimal issues? When it comes to any electronics, there is slight chance for a defective product? That’s why we have this guarantee in place - to protect our customers in the unlikely event a keyless remote is defective.? In the event that a customer does not want a replacement but would rather receive a refund, on the bottom of our website's home page, plus the bottom of every other page of our website, is our return policy (https://***.com/return-policy/).? ? To keep our everyday prices low, we do note inflate our prices to cover the costs of any overhead associated with returned items.? Instead, we charge a restocking fee? ? Therefore, we are unable to grant the request to refund the $restocking fee nor the $for shipping.? To ensure fairness to everyone we apply our policies across the board.?

There is a very simple reason why your locksmith told you what they did:They LIED TO YOU.Liars and cheaters are VERY strong accusations and we hope the Revdex.com sees this slander as unacceptable!Driver one is designated by programming that remote in FIRST, the second remote programmed automatically
becomes driver A locksmith is supposed to program these things in order and if they do not then they will sometimes say things to get out of paying for their mistakeIn this case, your locksmith would have had to buy new tokens to fix this error and decided to pass the blame on to Replace My Remote.Let me be 100% clear: in the ENTIRE remote industry there is NO REMOTE that is specific to driver and driver 2! NO SUCH THING EXISTS! Anyone that tells you otherwise is straight up, 100% lying or they were told wrong and are repeating erroneous info.Who are you going to believe, a locksmith that probably only deals with a few dozen remotes in their career, or a company that deals with remotes continuously all day, every day, and is also a supplier to locksmith's?You be the judge of that.We apologize you chose a shady locksmithWe are not responsible for their mistakes and we have a policy to never refund for other businesses mistakesYou should try and get that locksmith to own up to his mistake and take financial responsibility for the blunder instead of faulting the store that sold you the item he screwed upWe feel that is entirely unfair and we are quite sure, now that we have set this record straight, you are just as indignant about this locksmith as we are.Good luck with this matterLocksmith's are not known for their ability to admit faultThey know it costs them money every time they do.Regards,RMR

From your invoice I see that you are correct in that we sent you programming instructions that did not work for your vehicle- HOWEVER- our web site states that regardless of the outcome of your self program attempt a dealer must never be used and an automotive locksmith is advised to proceed to. Exchanges are free and refunds are subject to a 18% restock fee. You chose refund so you are getting a 18% fee. Actually, if you do not return the remote you will receive zero refund, but that is entirely up to you. Our policies are all on line and on our site BEFORE you buy. We are not required to send our policies in every mailer, it is the BUYERS responsibility to read such things before they commit to buy. You did not.We appreciate your feedback (the slobs thing we did not appreciate too much however) and wish you the best in your endeavors. This matter is closed to us from here onward.

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 Complaint: [redacted]
I am rejecting this response because:The documentation they provided does not include the many phone calls I made after purchasing the product.  As I mentioned, the customer care team I spoke with multiple times said I had 6 months to return the product if it did not work and it doesn't work.  Never did they say anything about the 50 day return policy.  Again, how can there be a policy of between 51 days and 180 days you can request replacements when the product doesn't work in the beginning?  They tell me my RMA is approved yet there was never a prepaid label sent to me to print.  I continued to request for it to be resent and all they would do is respond that it was sent on the 5/17.  I opened that email and there is no option to print a pre-paid label.  I went ahead at my own expense to mail the product back on 6/10.  I purposely paid the additional cost for certified mail as I can't trust the company at this point that they would acknowledge received the product back. Last week I received a voicemail that they shipped me out a new key because they realized the board on the key was bad and to call with any questions.  Did I ask for a new key? No!  Were they to pay for postage? Yes!  Did they? No!  At this point, guess will get in contact with my son to see if he can swing by to see if the key works and if it does not, then guess I will out more additional costs.
Regards,
[redacted]

As stated on our website: We guarantee our customers top quality products and that’s why we are able to offer you a FREE 180 Day Replacement Guarantee on our replacement keyless entry remotes and keys.  Our team works very hard to ensure our products are top of the line so our customers have...

minimal issues.  When it comes to any electronics, there is slight chance for a defective product.  That’s why we have this guarantee in place - to protect our customers in the unlikely event a keyless remote is defective. In the event that a customer does not want a replacement but would rather receive a refund, on the bottom of our website's home page, plus the bottom of every other page of our website, is our return policy (https://[redacted].com/return-policy/).   To keep our everyday prices low, we do note inflate our prices to cover the costs of any overhead associated with returned items.  Instead, we charge a restocking fee.   Therefore, we are unable to grant the request to refund the $9.99 restocking fee nor the $3.00 for shipping.  To ensure fairness to everyone we apply our policies across the board.

We apologize if [redacted] felt that she received poor service from our Customer Service Reps as we always strive to deliver excellent customer service.  In regards to [redacted]'s request for a refund of her warranty and shipping costs, our policies state that these are not refundable. These...

policies are plainly disclosed on our website under the SHIPPING POLICY link http://replacemyremote.com/shipping-policy/ and the warranty VIEW ALL TERMS link http://replacemyremote.com/warranty.  In addition, our return policy also states that all returns incur an 18% restocking fee (to cover the cost of labor and packaging materials). http://replacemyremote.com/return-policy/ Unfortunately we are unable to grant [redacted]'s refund request because we must apply our policies "across the board" to ensure all customers are treated uniformly and fairly.

According to the United States Postal Service's tracking service, [redacted]'s original purchase was delivered to her home on April 13th, 2017.  After speaking with the [redacted], we understood that the package must have been lost in the mail and, following our business...

policy, agreed to send her a free replacement.  The replacement was to be shipped regular first-class mail by the United States Postal Service - the same way as her original purchase (which normally takes 3 -7 business days).  We DO offer a guaranteed 3 day United Parcel Service shipping for an additional $8.99 and an expedited, overnight [redacted] shipping for an additional $25.00.  [redacted] did not request nor pay for these special shipping options.  Once her replacement remote was pulled, packaged and ready to ship we called to ensure that [redacted] had not yet received her ORIGINAL purchase.  At this point [redacted] just wanted a full refund.  According to our business policies which are posted online [redacted], we offer a free 100% REPLACEMENT guarantee.  We also offer a 50 day refund guarantee minus an 18% restocking fee.  Since [redacted] requested a refund within 50 days of her original purchase, she was entitled to, and received, a refund minus the 18% restocking fee.  (The restocking fee is to cover labor costs and packaging material of the original purchase.)     For the reasons listed above, we unfortunately can not grant [redacted]'s request for a full refund.  We must apply our policies across the board to ensure that all customers are treated equally and fairly.

Since YOU used the tool and did not verify the item pictured was the correct one you already had or needed the fault is YOURS, not RMR's....

The $4.99 was the difference needed to cover the correct product from YOUR mistake (or the shipping costs to correct it). I reject your rejection based on principle.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com: I am not worried about the $10, however when I called I was told ours would be programmed. I would not of wasted my time with ordering something that I could just order thru the dealer and pay the same amount. I will NOT recommend this company to anyone and I will make sure I let anyone who asks know the problems I have had.
I have reviewed the response made by the business in reference to complaint ID [redacted].
Regards,
[redacted]