The Key Depot — Local services in New Braunfels

Update: Filed a claim with my insurance and had the damages appraised, the total cost to repair is going to be $717.56(attached a photo of the damages appraisal). So crazy that a company can cause $717 in damage and not even apologize for it, but accuse me of making it up/blaming them for prior damages. The customer service at this place is just the absolute worst.

Eddy came to get my car unlocked after I accidentally left my keys in it yesterday at Schlitterbahn. We had just gotten there and parked and wanted to just get the keys now instead of waiting till after we were done in the park. He came and struggled with getting it open for a littler bit, but ended up getting to the door handle and opening it that way. The tool he used was a long metal rod with white plastic or rubber coating on it except for the last 6 inches of it, that part was exposed metal with a threaded and point. My husband even commented after he left how the rod was kind of weird and how the end was just exposed threading. He also used the inflatable bag to open the top corner of the door a little bit. We're young and have had a locksmith open our door before and no damage was done, so we didn't even think to check the door right then. Thinking about it now, it would have been good service for him to even suggest we check it out before we signed the receipt, we were in a rush to get into the park and just didn't even think to check for damages, a mistake on our part. The damages and awful customer service is On them though. Later that evening we noticed about 4 different damages. See attached pictures. The corner of my door was permanently bent outward due to the inflatable bag, the edging of the door frame is roughly scratched and the black coating is peeled off, there are deep scratches above the door handle, deep scratches near the lock button, the rubber coating around the door has a rip in it and the plastic frame the coating is attached to has deep scratches right next to the torn rubber spot. we noticed these after their business had closed so I decided to call the next morning. The woman I talked to wasn't rude at first but basically said we signed a "government" document and am calling the next day telling them about this and that they use metal tools to open the door so damages are possible but I signed the govt doc absolving them of anything. Which frustrated me because she just implied that they can damage your car but clearly won't help if you didn't notice so you went ahead and signed their receipt. So I told her it shouldn't have damaged my car in all those places and that water can actually get in my car now because of the damages they created, and she literally said, a bag won't rip rubber weather strip the metal tool he uses has a rubber tip on the end (which it didn't) and we signed the paper and were fine with it yesterday and are just now calling them about it(implying we made it up or are complaining about previously created damages). So I told her that she just said their tools are metal implying that damages are possible and now she's implying that we're lying. It was $60, I'm not chuffed about paying that and I wouldn't waste my or her time trying to lie to get refunded but since there are so many damages it's frustrating that I have to pay for shotty work and service. She just kept repeating that I signed a govt document and there's nothing she can do. It's kind of ridiculous that they wouldn't want to uphold good customer service and apologize for what happened and offer even a partial refund. She never apologized that they screwed my door up, she implied I was lying and refused to help or apologize because I signed the receipt. If she had been nice and just apologized I would have felt better about still having to pay for this. So, if you use them, check everything thoroughly before signing anything because that's their ticket to worming out of any damage or responsibility...

Update: Derek, the new owner, personally reached out to address the concerns I mentioned in my original review. He was genuinely helpful and showed a real commitment to improving the customer experience at Key Depot. After our conversation, I asked him to order some padlocks for me, which arrived quickly, and Derek followed up to make sure I was satisfied with my purchase. Based on this positive interaction, I plan to give Key Depot another try the next time I need locksmith services and will update my rating accordingly.

I really wanted to support Key Depot, as they’re a local business and conveniently located for me. Having recently bought two businesses that will require a lot of lock and key work, I thought this could be a long-term partnership. Unfortunately, my experiences with the person at the counter—who I believe is the owner—have left me very disappointed and discouraged from returning.

The first time I visited, I needed the combination changed on a floor safe. The guy at the counter immediately dismissed my request, telling me the tumblers were likely seized and the safe was worthless simply because I didn’t have the combo, even though it was in the open position. After some back-and-forth, I was finally able to schedule an appointment with their "safe specialist." When I returned, that employee was fantastic—he changed the combo in a matter of minutes and was very friendly, even taking the time to explain how the mechanism worked.

Despite that positive interaction, my second visit convinced me not to return. I needed a key made for a padlock that I didn’t have a key for. I explained that, while I knew it was generally cheaper to buy a new lock, I had over 12 padlocks that needed to be keyed alike, so it made sense to have a key made. The same guy at the counter barely looked at the lock before claiming the pins were seized because he couldn’t get a blank key in. When I mentioned that the key would go in fine when the lock was closed, he responded in a standoffish, dismissive tone, essentially telling me I didn’t know what I was talking about.

Frustrated, I left and took the padlock to a locksmith in San Antonio, who made a key without any issues.

It’s a shame because their safe specialist was great, but the unhelpful attitude from the main person at the counter makes it difficult to recommend Key Depot. I’ll be taking my future...

EDIT The Key Depot contacted me. They re-ordered the part and fixed my car. I am sincerely happy with them now.

I had an emergency situation where I'd lost my keys. I couldn't get in my vehicle or my apartment. I called The Key Depot, explained my situation, and was told they could do that. I was quoted a price of $125.00, which seemed fair enough. The experience went downhill from there. First, they told me they couldn't "program" the key without the original, which, of course, was lost. They asked me where I had lost the key and I told them. I went back into my apartment, and came out a while later to check and see how it was going. They were walking the field next to the apartment complex looking for my keys. Seems like they couldn't do this after all. In the process of walking the field, my keys were found. I was ecstatic! They put my car door back together and then charged me $179.00. I didn't even mind that considering that I had my keys and would not have found them any other way.

What I did mind, though, was getting into my car the next day to go to work and attempting to put down the window. The control console in the door had been broken and it flipped straight up when I tried to use the control. I called the locksmith and they said come in to the office. I did. They said they didn't have the fastener right now to fix it so as a temporary fix they used clear silicone in the area where the console would be held down. This lasted all of maybe a week.

I called them about this and was told to return again. This time they told me they had to order a part because they had broken off the part of the console that interlocks with the door. They took my number and my information and have never called me again. I called them a couple of times and was told the part was on order. I have not returned because I'm tired of getting the run around. I knew when they took my info that it was very likely I'd not hear from them again.

The actual owner of the business seems to have a problem talking. He never spoke directly, but always had the people working for him speak to me. He isn't deaf or dumb because I heard him talking to his employees.

Be careful with this company. You might get what you need for the price you are quoted, but I sure got taken to the cleaners. My car is still broken and they haven't made any additional...