Puget Sound Locksmith

I work in the RV industry. About a year ago, a coworker and I were referred to these folks to get a set of pass keys. They were friendly, informative and reasonable. So why the single decrepit star?
Fast forward to this morning at a new job same industry when I was having an emergency just before delivering a $ 50,000 coach. The problem was a missing key for a compartment door. Our regular supplier was too far away to get it done before the customer needed to leave so I (the new guy) raised my hand and said I know a guy. I called them up and explained the situation and the gentleman who answered said no problem. I said great, we will be there in 10.
I knew something wasn’t right when they sent our driver back. My boss called to clarify when we would be getting the lock back while I was going over the coach with the customer. Whoever answered the phone was unprofessional and rude. When she asked for an ETA, he told her she could come pick it up if she wanted.
I wish that were the end. I sent the customer home promising I would make a house call (which we don’t do) to install his lock with apologies. I then proceeded to wait for a call back from the business, a 253 number. Late in the afternoon, the business called our office and said they had been trying to reach me for most of the day and got no answer. I checked my cell and had nothing from Puget Sound Locksmith, however there were several from a strange 920 number. Apparently it was the rude employee’s cell phone. His message said «this lock or whatever you dropped off here is done. Come get it» so unprofessional and discourteous again.
This was a huge opportunity for them to land a large local account, but thanks to this guy, my supervisor’s response was to bring me in and have a thorough, detailed discussion of how we will never go outside our suppliers ever again. Yes Ma’m, perfectly clear thank you. At least I still have my job.