Terrible service at Route 82 Development

The key to the bathroom broke as I was coming out due to the lock being faulty. The emergency number did not work and there was no one on the premises to assist me with a spare key. This was at 8pm. I called one of the agents asking whether he could assist, he told me there was no one available to help at that point. I enquired whether I could break out as this was an issue with the lock and not my doing, and I was told if I did that I would have to pay for the damage. I couldn't get a hold of a locksmith nearby so I was forced to sleep in the bathroom. The following morning I called customer care for assistance at 7am. I was told there was no one to assist at that time but there would be someone there at 8am. I called again to find out what the progress was and I was told a call was logged. I waited for over an hour and called customer care to see what was taking so long. The gentleman that answered told me no call was logged with regard to my case. He then told me the key was on the way. While waiting I asked a friend to make the key for me as this was taking too long. With the same code on the broken key my friend made a new key but it did not work. So I was forced to stay even longer in the bathroom. I kept on calling asking what was taking so long and I was told they are still trying to figure which key is needed. Eventually at 12pm a lady came and opened the door. This is after I had spent over 12 Hours stuck in the bathroom.

How is customer service so terrible? I was told a story about why the keys weren't kept on site which doesn't make sense for emergencies purposes.

This is also not the first case of terrible service. We once logged a call because our drain was blocked. The handyman arrived two days later!