Tom's Key Company

Hello Brian, We're sorry to hear about your experience and understand how frustrating it must have been when the programming didn't work and you weren't able to reach us right away. After reviewing your case, we found that although we were unable to call immediately after your callback request was submitted, a member of our team did return your call later that same day. We apologize for the delay, as we know timely support is especially important when you're trying to get your vehicle back on the road. We're glad to hear that the key itself was cut correctly and starts your truck. If you're still experiencing issues with programming the remote functions, we'd be happy to continue troubleshooting with you and work toward a resolution. Please reach out to us at [email protected] or through the Live Chat on TomsKey.com, and we'll be glad to assist you as quickly as possible. Thank you for your feedback. It helps us improve our response times and overall customer support experience.

Hello Jimi, We’re sorry to hear that your experience with the programmer was frustrating and did not meet your expectations. We understand how concerning it can be to see warning messages and vehicle alerts appear during a programming attempt, and we completely understand why you chose to stop the process and pursue an alternative solution. While many customers successfully program keys for the same vehicle platform, we recognize that your experience was different and understandably frustrating. After reviewing your case, we can see that our team responded, reviewed your concerns, and worked with you to find a resolution. We also appreciate that you later shared additional information about the locksmith service and worked with us on a return for the programmer. We're glad to hear that you were ultimately able to get your new key programmed and working. While we regret that our DIY solution was not successful in your particular situation, we appreciate the opportunity to review your case and provide a return option for the programmer. Thank you for taking the time to share your feedback. Experiences like yours help us continue improving our products, troubleshooting process, and overall customer experience.

Hello Markus, We’re sorry to hear that the programming did not work for your vehicle and that the return process left you feeling disappointed. First, we want to thank you for being a returning customer and for giving us another opportunity to help with your spare key needs. We understand why you were frustrated after purchasing the Free & Easy Returns protection and then encountering an additional charge during the return process. After reviewing your case, we understand that there was confusion regarding the available return methods. While the Free & Easy Returns protection covers standard drop-off returns, a paid pickup option was selected during the return process, resulting in the additional carrier charge. That said, we recognize that the distinction between these options was not as clear as it should have been, and we appreciate you bringing this to our attention. We also appreciate your feedback regarding how the return choices are presented. Clear communication is important, and your comments have been shared with the appropriate team for review as we continue working to improve the customer experience. While we're sorry that the programmer was not successful for your vehicle, we're especially disappointed that the return process overshadowed what had previously been a positive experience with us. Thank you for taking the time to share your feedback, and we sincerely apologize for the frustration this caused.

Hello Ben, We’re very sorry for the frustration and inconvenience you experienced throughout this process. After reviewing your case, we understand that the programmer you received was not functioning correctly and that the troubleshooting process, return, and replacement timeline took much longer than either of us would have liked. We recognize how frustrating it must have been to follow the instructions, pay to have the key cut, and then encounter an issue with the programmer itself. We also understand your concerns regarding the replacement process, tracking updates, and the overall time it took to receive a resolution. While our team worked to investigate the issue and source an alternative programmer, we acknowledge that the experience did not meet the standard of service we strive to provide. We appreciate that you took the time to work with our support team and provide detailed feedback throughout the process. Based on our investigation, we determined that an alternative programmer was the best path forward and arranged for a replacement to be sent. We sincerely apologize for the delays, confusion, and inconvenience this situation caused. Feedback like yours helps us identify opportunities to improve our quality control, communication, and overall customer experience. Thank you for bringing these concerns to our attention.

Hello Randolph, We’re sorry to hear that your experience did not meet expectations. After reviewing your case, we understand your frustration regarding the delivery timeline, especially since you selected 2-Day Air shipping and expected a faster overall experience. While your order also included our Key By Photo service, which requires additional processing before shipment, we recognize that the final delivery timeline was disappointing from your perspective. We also apologize if our initial communication regarding the delay and shipping charges did not adequately address your concerns. Our goal was to review the shipment details and determine the cause of the delay, but we understand that the experience left you feeling frustrated. After further review, we approved and processed a full refund of the shipping charges as a courtesy. While we know that does not change the inconvenience you experienced, we wanted to acknowledge your concerns and work toward a resolution. We're glad to hear that the key itself worked properly, but we sincerely regret that the shipping and support experience did not reflect the level of service we strive to provide. Thank you for sharing your feedback, as it helps us improve our communication and customer experience moving forward.

Hello Alistair, We’re very sorry for the frustration and inconvenience you experienced. After further review of your case, we understand that the replacement fob was received, but unfortunately it also failed to program successfully. We appreciate the troubleshooting efforts you went through and the information you provided, including the fact that another compatible fob was successfully programmed using our programmer. This helped us determine that the issue was likely related to the fob itself rather than the programming device. We apologize that the replacement did not resolve the problem and understand how disappointing that must have been after waiting for the replacement to arrive. Our customer service team has already provided instructions for returning the faulty fob and rental programmer, and we will continue working with you to ensure the return process is completed as smoothly as possible. Thank you for your patience and for bringing this issue to our attention. Feedback like yours helps us improve our quality control processes and overall customer experience.

Hello Bruce, We’re sorry to hear that your experience did not meet expectations. After reviewing your case, we understand that the original solution was not successful for your 2024 Ford Escape, and we apologize for the frustration caused by the troubleshooting process and the time it took to reach a final resolution. We also recognize your concerns regarding the programmer compatibility, the return process, and the additional protection charge. Our goal throughout the process was to identify a working solution for your vehicle, but unfortunately, we were unable to do so in this case. We appreciate that you worked with our support team through the troubleshooting and return process. We can confirm that your return was completed and that the applicable refunds, including the protection charge you raised concerns about, were ultimately processed. We understand your preference for speaking directly with a person, and we continue to evaluate how our support channels, including both automated and live support, can better serve our customers. Thank you for taking the time to share your feedback. We sincerely regret that we were unable to provide the experience you expected and wish you the best moving forward.