Mentor Lock & Key Distributing Inc.

G&L LOCKSMITHS 7247 Center Street Mentor, Ohio 44060 Ph (440) 974-0550 Fx (440) 974-0500 Revdex.com 2800 Euclid Ave., 4th Fl. Cleveland, OH 44115 Complaint 111 11796531 To whom it may concern, We have reviewed the copy of the complaint....

Mrs. [redacted] and her son came into our shop on Wednesday (10/26/16) with a plain metal head key and a [redacted] original transponder key, stating the metal headed key would not run the vehicle. They were informed that the car would in fact not run without the transponder (chip) in the head of the key. Mrs. [redacted] claimed that we made the metal head key for her instead of a transponder key, but did not have a receipt. Transponder keys are clearly discernable from non-transponder keys, as they generally have a bigger rubber head to accommodate the chip. The metal head key would still open the door and clients customarily have those made for 'wallet keys' in case of locking the transponder key in the car. We make it a policy to inform customers that the 'wallet key' would not start the vehicle at the time they are cut. Her son later dropped of a canceled check dated 1 ½  years ago (3/11/2015) Our return policy is 30 days. I am attaching a picture of our return policy as posted next to our register. On Monday (10/31/16) Mrs. [redacted]'s son came into our shop accusing us of defrauding his mother and generally acting in an agitated manner once it was pointed out how long it had been since the original purchase. As to the allegations of improper conduct and our inability in producing a duplicate transponder key. We can in fact copy transponder keys. We are able to clone the electronic chip information onto a blank chip in one of our key blanks. The car is not required to be present for this procedure. The fact that a person is in possession of the vehicle key is sufficient proof to make a copy, just as the possession of a regular key is enough to be able to make a copy of it in any hardware store, etc., no proof of residency/ownership required. We are sorry Mrs. [redacted] is having problems with her vehicle, but believe we have acted in a professional matter throughout this incident. Our condolences on the passing of her husband. Regards Anna H[redacted]