Tom's Key Company

Hello Gary, We’re truly sorry to hear about your experience. That sounds incredibly stressful, especially given the situation you were in with the weather and your vehicle not responding as expected. We understand how frustrating it must have been to have difficulty reaching a live representative when you needed immediate assistance. We provide several ways to connect with our support team, including options to schedule a callback and use live chat. However, we recognize that we did not make our support accessible when you needed it most, as our working hours are Monday to Friday from 9 AM to 5 PM MST. We’re also sorry for the trouble you encountered during the pairing process and the immobilizer issue. That’s certainly not the experience we want for our customers. If you’re open to it, we’d really appreciate the opportunity to make this right. Please reach out to us at [email protected] or through our live chat at TomsKey.com, and we’ll prioritize your case to ensure everything is working properly. Thank you for your feedback; it helps us improve both our product and support experience.

Hello Yo Mama, We sincerely apologize for the frustration this experience caused you. After reviewing your order and the full conversation history, we agree that this situation could have been handled more smoothly, and we are addressing it internally to prevent similar issues moving forward. Although the matter has now been fully resolved with a complete refund, we would like to clarify a few points for transparency: 1. Our Simple Key Programming Kit (EZ Installer) is designed for single-vehicle use only. It can program multiple keys (typically 4–8, depending on the key type) but only for the same vehicle. 2. Like our other DIY key solutions, at least one working key is required in order to program additional keys. 3. The key that was shipped to you was uncut. Our fulfillment team did not receive an updated Key By Photo request tied to that order, so it was not cut using any prior vehicle information. 4. We regret the confusion surrounding the return process. You are correct that the return could have been facilitated more efficiently. We were not fully aware that a FedEx Return to Sender would require a different handling process, and we should have provided the proper label immediately to avoid inconvenience. We understand how time-sensitive vehicle key matters can be, and we acknowledge that the back-and-forth created unnecessary frustration. While we are relieved that the full refund has been completed, we genuinely regret that your experience did not reflect the level of service we aim to provide. Thank you for your feedback; it helps us improve our processes.

Hello Kirt, We’re sorry to hear about your frustration and the time you spent trying to get everything working. We understand how disappointing it is when a DIY solution doesn’t go as expected. After reviewing your order, the issue appears to have been related to FCC ID compatibility. The fob used had an FCC ID containing “FLA,” which is not compatible with our TSL programmer. This compatibility requirement is outlined in our product details, as the programmer only works with specific FCC IDs. Unfortunately, if the FCC ID does not match, the programming process will not complete successfully. We agree that this type of detail can be easy to miss, especially when you’re focused on getting a replacement key working quickly. That’s why our support team requested photos of the original key, to verify compatibility before proceeding further. Regarding the refund, we processed it according to our return policy. The remaining amount retained reflects non-refundable components outlined in our terms (such as shipping/processing costs). That said, we understand your perspective and that the experience did not meet your expectations. It is never our intention to sell a product that knowingly will not work for a vehicle. Compatibility depends on specific technical identifiers like FCC ID, not just year/make/model alone, and we will continue reviewing how we present that information to make it clearer for future customers. We appreciate your feedback, even though we’re sorry it came from a negative experience. If you would like us to review anything further, please feel free to reach out with your order details.