SafeKey Corporation

The customer bought the SafeKey system over months ago The installation process did not go as the customer expected, and she is correct that the price of the installation was part of her cost for the system She also states that SafeKey should be responsible In saying that, SafeKey will reimburse the customer the cost of the installation, which is: $ Thank you

Please see attached..11/28/16: customer purchased the SafeKey systemNot 11/16/as she indicated11/29/16: Welcome letter emailed to customer12/15/17: emailed received from customer, stating she was ready for installationThe installation location was secured, and the information was emailed to Ms [redacted] , who then calls to make her appointmentSafeKey works with a reputable company on all installationsWe provide them with vehicle information, installation instructions & an instructional video on the key fobThey then accept or decline the jobCustomer emailed and asked how long an installation takesI emailed back that they usually take about an hourI never stated minutes as the customer indicated2/17/18: installation dateSystem was installed, tech handed back the keys and fob to the customer, and the fob was no longer operatingMs [redacted] went back into the shop, and was told by the tech that it wouldn’t work for him either Once the system is installed into a vehicle, and you fail the fob test three times, the vehicle will not start for one hourThis information was provided to both the customer and the installerIt was never stated to the install tech that “sometimes the SafeKey system does not work.” Ms [redacted] left two voicemails, and was extremely upsetI tried calling her back, but could not leave a message due to her mailbox being fullWe did end up speaking on the phoneShe was quite upset, profane and uncooperativeI asked her to please calm down so I could attempt to help herI asked to speak with the install tech, which I did, and her confirmed that he had read the instructions and watched the fob videoHe did mention how quick the fob speed wasIt is most probable the fob test was failed three times, and the car would not start for one hour, which it is designed to doMs [redacted] at this point just wanted to leave and wanted the system out of her carSafeKey paid an additional $to the shop to uninstall the systemI followed up with the shop to make sure it had been done, and was told it had and the customer had leftI then tried calling Ms [redacted] , but she did not pick up, and her mailbox was still fullOn 2/22/18, customer emailed that she was going to ship the SafeKey system back to us, so that we could determine if it was defective in any wayI emailed her the same day, and told her I will look for the return, and let her know what we findA few more emails were sent by Ms [redacted] , and the final one said that she was now going to keep the systemShe felt ignored and at faultThat was never my intentSafeKey stands behind our products, and if by chance it was defective, we would want to know thatWhen every order ships, fresh batteries are put into the key fobsThis purchase was made fifteen months agoSafeKey’s customer service is very important to usI hope this can be resolved Thank you, Christine [redacted] Director of Operations c [redacted] @safekeycorporation.com Cell: ###-###-#### | TF: ###-###-#### SafeKey Corporation [redacted] Wayzata, MN 55391-

I am rejecting this response because:The customer would expect that taking the unit to a SAFEKEY installer would mean that it would be installed correctly. The SAFEKEY Installer said he installed it, but it did not work, SAFEKEY said it was the installers fault.Neither of which is MY FAULT. I was handed a fob to a unit that did NOT work and was unable to leave.SAFEKEY advertising leads customers to believe that they are using certified installers that know the unit AND even state that if a customer had an issue that SAFEKEY installers are suppose to help. This did not happen. The installer could not help, tech support and customer service were not available to help.Neither the tech nor I was told to wait an hour and try again.  I was clear that I purchased the unit "over a year ago".  If there was going to be an issue with it not working, I should have been told before wasting a day. I spoke directly with the Director of Operation and was not made aware of any potential issues with installation.  FALSE ADVERTISING: SAFEKEY's advertising is misleading and false. They are NOT held accountable for their certified installers, I do not think the tech I went to had even seen the unit before.  This is NOT what they lead you to believe in ANY of their advertising. They need to make clear they are NOT responsible, installation can take 30 - to at least 1 1/2 hours and their installers are NOT responsible for using a "critical piece" of the unit.

The customer bought the SafeKey system over 15 months ago.  The installation process did not go as the customer expected, and she is correct that the price of the installation was part of her cost for the system.  She also states that SafeKey should be responsible.  In saying that, SafeKey will reimburse the customer the cost of the installation, which is:  $89.99.  Thank you

Please see attached..11/28/16: customer purchased the SafeKey system. Not 11/16/17 as she indicated. 11/29/16: Welcome letter emailed to customer. 12/15/17: emailed received from customer, stating she was ready for installation. The installation location was secured, and the information was emailed...

to Ms. [redacted], who then calls to make her appointment. SafeKey works with a reputable company on all installations. We provide them with vehicle information, installation instructions & an instructional video on the key fob. They then accept or decline the job. Customer emailed and asked how long an installation takes. I emailed back that they usually take about an hour. I never stated 30 minutes as the customer indicated. 2/17/18: installation date. System was installed, tech handed back the keys and fob to the customer, and the fob was no longer operating. Ms. [redacted] went back into the shop, and was told by the tech that it wouldn’t work for him either.   Once the system is installed into a vehicle, and you fail the fob test three times, the vehicle will not start for one hour. This information was provided to both the customer and the installer. It was never stated to the install tech that “sometimes the SafeKey system does not work.”   Ms. [redacted] left two voicemails, and was extremely upset. I tried calling her back, but could not leave a message due to her mailbox being full. We did end up speaking on the phone. She was quite upset, profane and uncooperative. I asked her to please calm down so I could attempt to help her. I asked to speak with the install tech, which I did, and her confirmed that he had read the instructions and watched the fob video. He did mention how quick the fob speed was. It is most probable the fob test was failed three times, and the car would not start for one hour, which it is designed to do. Ms. [redacted] at this point just wanted to leave and wanted the system out of her car. SafeKey paid an additional $65.00 to the shop to uninstall the system. I followed up with the shop to make sure it had been done, and was told it had and the customer had left. I then tried calling Ms. [redacted], but she did not pick up, and her mailbox was still full. On 2/22/18, customer emailed that she was going to ship the SafeKey system back to us, so that we could determine if it was defective in any way. I emailed her the same day, and told her I will look for the return, and let her know what we find. A few more emails were sent by Ms. [redacted], and the final one said that she was now going to keep the system. She felt ignored and at fault. That was never my intent. SafeKey stands behind our products, and if by chance it was defective, we would want to know that. When every order ships, fresh batteries are put into the key fobs. This purchase was made fifteen months ago. SafeKey’s customer service is very important to us. I hope this can be resolved.   Thank you, Christine [redacted] Director of Operations c[redacted]@safekeycorporation.com Cell:  ###-###-#### | TF:  ###-###-####   SafeKey Corporation [redacted] Wayzata, MN  55391-4610