All Secure Lock & Key

This company came out and rekeyed a deadbolt for my front and back door, the customer service at that time (July 2014) was pretty good. For that service I would give the company 3 stars.
Fast forward to one month ago (February), where I called to have one deadbolt (that this company rekeyed) looked at and repaired, because it was not going into the housing of the lock. While the company said that they would usually charge for this, he would fix the problem at no cost. He told me that he was currently working with another customer, he would call me back and set up to come out.
He never called back. So I initiated another call and got voice mail, and still no one has taken the time to return my call. I have since shared my experience with work colleagues and friends.
Is this how business is run out here? Where you blow a customer off and not return calls? Truly unprofessional.

Hours on website are not remotely close to accurate. Should probably correct to reflect true office hours