I called for emergency lockout service this morning @ 7:50 am. I was locked out of my house and car and running late to work. The dispatcher told me that it would take 30 to 45 minutes to get a locksmith to me.
By 8:50, no locksmith arrived so I contacted the company. They told me he would be at my location in 10 minutes. At around 9:20, I called for the third time. This time they said the driver was stuck in traffic and that he is 15 minutes away. At 9:50, I called again and was told that the technician had a really big job and that he was wrapping it up and would get to me in 20 minutes.
By now, I'm asking for a discount on services due to the fact that I have waited for two hours. Originally I was only offered a 10% discount on the send out fee. When I refused that and demanded to talk to a manager (for the fourth time), I was transferred to a manager who then told me she would dispatch another locksmith and my service charge would be free to me. At 9:48 am, the locksmith contacted me on the phone as I was talking to the manager and said that he was 15 minutes away. I politely thanked the both the manager and locksmith and continued to wait.
At around 10:25, I called the company to find out where the locksmith was. They contacted him and he said that he was 2 miles from my home. At 10:45, I called the company again and asked for the manager. I was told that she was out to lunch and would be returning at 2 pm. I asked for another manager and was put on hold for about 5 minutes before I hung up and called back. This time, I was transferred to the manager who then said that she was trying to contact the locksmith, but that he should have been to my home already. She then said that she dispatched a third driver to my home.
At 11:30 am, I called the company again and asked for a different manager. This time I was transferred to Alex in the Courier department. Alex is the rudest person on earth. All he wanted to know was if I wanted the service or if I wanted to cancel it.By now, I've been waiting for four hours, so of course I don't want the service canceled. When I asked for a manager, he said he was the manager. When I asked for a corporate number, he said that I had reached the corporate line. No one at the company were willing to give me any information. Alex then hung up the phone in my face.
By now, I called another company. I didn't do that before because I was told that if the first locksmith comes out I would be charged anyway.
I was finally let into my home at 2:08 pm (after yet calling a third company). I called the original company that had me waiting for over 5 hours to find out if the original call had been canceled. They informed me that it hadn't. At around 2:28, I received a call from one of the original technicians to see if I had been helped.
I finally got the name of the owner, Christian Lion, whom I am sure he is unaware that his staff is running the company into the ground. Anyone reading this, i would suggest that you not ever use this company. They will keep you waiting and waste your time. And they call themselves "Superb 24 Hour Emergency Lock Out Service."
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