Central locksmith pathetic service

Budget uses pathetic setvice provider in central locksmith in Durban for road assist. On 1st August 2018 I locked my key in the boot while shopping. Budget arranged central locksmith in 15 minutes. The locksmith however phone me half hour later confirming my location. They however took three hours to arrive although i was just about 45 minutes away from them. Budget service was tops as they kept in touch with me but the locksmith was poor. They attribute the delay to traffic but I checked the hiway on Google maps and it was clear . I questioned this and they reckon they took another route. They offered no apology on arrival and had a child with them and I personally don't think they prioritised me. Wife and I were exhausted standing 3 hours outdoors in the cold and dark evening.