I locked my keys in the car on 7/4/09 at a parade. I was with my 2 small children. I had contacted AAA and requested assistance. The directions originally given by AAA were incorrect. While I was contacting AAA regarding an update I did not realize the Bilco employee was calling me for directions. I was on the phone with AAA for a number of minutes and the Bilco employee had called repeatedly. I am not used to my husband’s cell phone and did not see the calls. Once I was aware of the attempts I called the Bilco employee. He begins to complain that he had tried to call me at least 15 times and threatened that he was now going to leave. I could see his truck at the corner and requested that he come and open the car. He refused multiple times and complained that he will not open the car because I did not answer the phone. He then hung up on me. I did not raise my voice. I did not use any harsh or profane language. I was stressed by the situation and trying to get my children home. I did not at anytime disrespect the Bilco employee. I had been waiting for an hour with my 5 and 4 year old. I tried calling the employee again but only received his voice mail. I called a second time and then realized he had pulled behind my car. I asked him to please open my car. After repeated requests to please open the car and after his repeated complaints that I did not answer my phone and that he did not have correct directions. I tried explaining that I saw him drive by and that I have been next to my car the whole time. The Bilco employee took this as disrespect and said that he would not assist me for disrespecting him. I never raised my voice or treated the employee with disrespect. This caught me completely off guard. I explained that I had been waiting for an hour and had my 2 children. I asked him to please open the car. He told me that I can sit there all day for all he cares and that I need to call AAA to send someone else. He then began complaining that I was being rude. He stated that no one speaks to him like this. I asked him how I was being disrespectful and to please open the car. He refused and demanded that I apologize. I was completely caught off guard and requested that he please open the car door, agian. He demanded that I apologize sincerely! After at least 5 apologies the Bilco employee finally stops his truck and opened my car door. I felt humiliated by the whole experience and would have told the Bilco employee to leave if I had not been with my kids out in the sun. I have never been treated in such a manner by anyone. I never showed any type of disrespect other than possibly urgency. I never demanded that he open my car door. All I did was request it. He specifically said “You can stay here until midnight…….I don’t care if you have kids, I will not open your car.” The whole situation was completely unprofessional and unneeded. \r
After I finally was able to get home I called AAA to report the incident. It brought me to tears having to explain the way that I was treated. I was so angry and insulted by the way I was treated. \r
My husband called Bilco the same day to file a complaint. He requested to speak with management which was not available and was met with the expected service. He explained the situation to the Bilco employee and how completely unnecessary the treatment was. The Bilco employee only defended his coworker, claiming that he has never had a complaint and that he tried calling 15 times. My husband explained that not answering the phone is beside the point. That I was a customer and did not deserve to be treated in such a horrible manner. The Bilco employee finally gave the generic, “We will look into the complaint”. \r
We still have not heard from Bilco Management.
Cons: Most Humiliating Customer Service I have ever had.