BEWARE!!! they lose your keys and don't explain or...

BEWARE!!! they lose your keys and don't explain or help.

I have used MetroButler 3 times. First time and second time was fine but third time they lost a set of keys to my apartment. When using the service they ask for 2 sets of keys - one that they keep in their office so that butlers can enter and the other left in the apartment for the guests to use. Either the butler who cleaned and did the key exchange the second time stole it or it just got lost SOMEHOW. I was not aware until it was the DAY OF my new guests checking in - they emailed me asking if I ever gave them back the set of keys. Confused, I asked what do you mean the butler should have a set. They sent me multiple emails not being clear as to what happened because they probably don't know themselves and then accused the guests of taking a set of keys but the guest set is clearly left locked inside the apartment on the table as I instructed. Now, the butler cannot get in for their cleaning and key exchange service and no one calls me. I have sent emails asking for someone to call me, I have contacted Lou (not sure if he is the owner) who I have spoken when I first started the service. Didn't pick up my call and just replied to my texts apologizing saying he is away and is strictly an operational thing that he cannot help with.

BASICALLY I am never using this service again - I have a set of keys to my apartment floating around NYC somewhere. Company is not answering me. I am asking for a refund and to be responsible to pay for changing my locks. Have no received any response yet. I will keep waiting but this is the worst service ever. The keys are the most important thing and they lose it and have no explanation? They just EMAIL and say sorry but can't do anything?