Tom's Key Company

Hello Dave, We’re sorry that this experience left you feeling this way, and we sincerely apologize for the frustration and inconvenience caused throughout the process. We never intended to mislead you, and we understand and respect your perspective regarding the product information, shipping expectations, and overall experience. We also appreciate you taking the time to share detailed feedback about where you felt the process and communication fell short. At this stage, we respect your position and understand your disappointment. Feedback like yours is taken seriously and is valuable in helping us evaluate how we present product requirements, optional services, shipping expectations, and overall customer communication. Again, we sincerely apologize that your experience with us did not meet expectations.

Hello Bruce, We’re very sorry to hear about your experience and the frustration this situation caused. Our intention was never to give you the runaround, and we sincerely apologize that the troubleshooting and alternative programmer recommendation did not lead to a successful solution for your 2014 Ford Escape push-button start vehicle. We understand how disappointing and time-consuming that must have been. Our support team attempted to provide an alternative DIY solution based on the information available during troubleshooting, but unfortunately, compatibility limitations ultimately prevented the programming process from succeeding in your case. While many customers successfully use our DIY products, we recognize that certain vehicle configurations and security systems can present challenges. We also understand your concerns regarding the AI phone system. We’re continuously reviewing and improving the guidance provided through both our AI and human support channels to reduce confusion and improve accuracy. We genuinely regret that your experience did not meet expectations, and we appreciate you taking the time to share your feedback. It helps us identify areas where we can improve our communication, compatibility guidance, and overall customer experience.

Hello Alan, Thank you for sharing your feedback. We’re sorry for the frustration this experience caused. After reviewing your order, we confirmed that the product listing and compatibility information on our website matched the item that was shipped. Because vehicle manufacturers may use different OEM fob styles for similar models, we always recommend comparing the product photos and part numbers with the customer’s existing OEM fob before ordering to ensure an exact match. We’re glad that the programmer was ultimately able to successfully program your 2 new replacement OEM fobs. We also understand your concerns regarding the remaining shipping and shipping protection charges. As outlined in our return policy, shipping-related fees are generally non-refundable once paid to the carrier and third-party services. However, we did make every effort to help resolve the situation as smoothly as possible and processed the remainder of the refund accordingly. We appreciate your feedback and understand your perspective.

Hello Ellen, We’re sorry to hear about your experience and understand your frustration, especially after attempting to use the programmer at a later time and running into difficulties. We do appreciate that you worked with our team through multiple troubleshooting attempts and provided the screenshots we requested. Based on the programming attempts completed, it appears the system may have reached the programming attempt limit for the vehicle’s PMK process, which can prevent additional attempts unless the limit is reset. During the last troubleshooting step, we were unfortunately unable to fully verify the exact failure point because the final error message was not captured. However, our team is still willing to assist with resetting the programming limit if you would like to continue trying the programming process. Regarding the refund request, we understand your disappointment. Our return policy provides a 45-day satisfaction guarantee, and our manufacturer warranty covers defects within 90 days from purchase. Since the product was purchased approximately a year ago and stored unused during that time, it falls outside both the return and warranty coverage periods. We understand this was not the outcome you were hoping for, and we sincerely apologize for the frustration caused. Your feedback is appreciated and helps us continue improving both our product guidance and customer support experience.

Hello Nathan, We’re very sorry to hear about your experience and understand how frustrating it must have been to deal with repeated issues with the key fobs. After reviewing your case, we can see that your original order was placed in December 2025, and the most recent issue was reported in April 2026. We truly appreciate you reaching back out to let us know what happened. Like many companies, we do have warranty and return policy timeframes in place, especially as a small family-owned business, and these policies help us manage returns and product support fairly for all customers. That said, we also understand your frustration, particularly after already going through troubleshooting and replacement attempts. We genuinely wish we had been able to resolve the issue sooner and within the original support timeframe. Because we value our customers and wanted to help make this right, we made a one-time exception to approve your return request. As advised by our support team, once all items are returned using the provided return label and received by our warehouse, the items will be inspected and your refund will be processed accordingly. We appreciate your feedback and are sorry that your experience did not meet expectations. Comments like yours help us continue improving our products, troubleshooting process, and customer support experience.

Hello Dwight, We’re sorry to hear that the programming process didn’t work out for you and understand how frustrating and time-consuming that must have been. We can see that you reached out to our technical support partner for troubleshooting assistance. During programming, confirming that the correct steps are followed and verifying the exact vehicle information are both extremely important, as even small differences can affect compatibility and programming success. That said, we understand your frustration with the troubleshooting experience and the limited support hours, especially when trying to fit this into a busy work schedule. We also apologize if the initial troubleshooting questions felt repetitive or unhelpful, our goal is always to rule out the most common causes first so we can identify the issue as quickly as possible. While we weren’t able to get enough information to fully determine what prevented the programming from completing successfully, we do appreciate that you gave us the opportunity to assist and troubleshoot the issue. We’re sorry the experience did not meet your expectations, and we appreciate your feedback as it helps us improve both our support process and customer experience moving forward.

Hello Mark. We’re sorry for the confusion and frustration this caused. To clarify, the Key by Photo service is an optional add-on that allows us to cut your key before shipping, so you don’t need to visit a local locksmith. This service is offered after the initial purchase and costs $59.95 plus applicable taxes. It’s completely optional, and the order can proceed without it if you prefer to have the key cut locally. That said, we understand how this may have felt like an unexpected additional charge, and we apologize if it wasn’t presented clearly during your experience. We never intend to mislead our customers. If you’d like us to review your order or assist further, please don’t hesitate to reach out to us at [email protected] or via live chat on TomsKey.com, we’re here to help. Thank you for your feedback, as it helps us improve how we communicate optional services moving forward.