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  • Just had a very disappointing customer service experience with this company. I had them install some gates, including a security door over my front door a few months back, and the install went well. If it weren't for this morning, I'd have given them a pretty positive review. This morning, I was locked in my house. The deadbolt turned, but for some reason the lock didn't disengage. Not a big deal, $#!* happens, so I gave them a call at around 10am to let them know, and ask them to come out. They said they could come out today, and would call me back later to let me know what time, so I waited. I waited until 2pm, then I gave them a call back to ask if they'd forgotten me. The first few times I called, I got put into an automated system, but I kept trying until I got a human. I explained the conversation this morning, and asked what time they were coming out, but they didn't seem to know what I was talking about, so they put me on hold. I waited for around 5 minutes, and someone else picked up. I explained the issue again. She then told me that she'd put me in touch with dispatch to set up a service call. I told her that we had already done that 4 hours ago. She then got a bit snippy, and told me that I was NOT on the service schedule, and that "technically speaking", she didn't even "have" to respond to my request for up to 48hrs. At that point, I got angry, and told her to forget it, and that I would call a locksmith. Which I did, and it cost me $150. So.....In her defense, she is correct. She didn't HAVE to help me in a timely manner. Or at all for that matter. That was her option. You'd just think in this day and age, that you'd WANT to help a customer that recently spent over $6,000 with you. But instead, you've created bad blood over $150. I hope it was worth it.
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