Prescott Valley company Original Keyless has failed to respond to 142 complaints filed by consumers in 35 states, according to BBB. The company’s primary online service is providing replacement keyless entry remotes and programming instructions for automobiles.
“This business has been under our radar for sometime due to their unanswered complaints. We began to look closer at the company’s file activity after noticing a pattern of complaints about the lack of delivery of the product and poor customer service,” BBB Investigations Manager Nubia Rivera said.
According to complaints filed with BBB, consumers contact Original Keyless when they need a replacement keyless remote at a competitive price. Original Keyless’ website states their mission is to provide the best products and service to its customers at the lowest prices possible. However, after doing business with the company, some consumers allege the following:
· Products ordered are not received or only part of the order is received
· Products received seem used or in bad condition
· Difficulty installing the product and in some cases the product can only be installed by an authorized dealer even though the company states it can be installed by the consumer.
· Company does not honor the cancellation policy
· Even after the consumer has been approved for a refund and after the consumer sends the product back to the company, the company does not provide a refund stating they never received the returned package.
· Complaints also state that they have difficulty contacting the company
Original Keyless currently has an F rating with BBB due to 142 unanswered complaints, in which the company did not respond to complaints filed by consumers. In addition to the 142 complaints, the company did respond to 15 other complaints, but those were not resolved with the consumer. Original Keyless has responded to and resolved 117 additional complaints in the past three years.
BBB’s dispute resolution (complaints) process requires all complaints to be submitted in writing. BBB then provides the information to the company to allow them an opportunity to respond and present their side of the story. In the case of Original Keyless, BBB received an “undeliverable, returned mail” message on March 17, 2009, from the company after sending a complaint via email. The automated error message stated that Original Keyless is not “accepting mail from this sender (BBB)”. It is unknown whether this was an intentional action by the company or simply an email error.
“In all complaint situations, we encourage a consumer to talk to the company first to see if they can handle it without using BBB services. Yet, if that is not an option, we hope the company will view the complaint as important and respond. Unfortunately in this case some customers of Original Keyless are not getting the response they are looking for,” Rivera said.
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