My interaction with phoenix started a few days before Christmas. They gave me a good price over the phone for the required work and I paid a £75 deposit there and then, understanding it was the Christmas period and I’d be waiting. I was put in contact with a locksmith called Tom who responded when contacted and was very helpful. Now, the trouble started on 2nd Jan, I contacted Tom for an update when he would be coming and he replied that he was in hospital and that he had told the office so, I of course thanked him and wished him well before trying to contact Phoenix on their claimed 24 hour phone number, calls started at 4:15pm on 2nd Jan, I emailed, I whatsapped and tried calling for hours. I finally got a reply at 6:15am 3rd Jan and when I called was told they had closed at 4pm the previous day, on a 24 hour phone line? Benefit of the doubt given as it was explained they were short staffed because the company owners were on holiday. Now, this left me in a predicament, I needed my car, felt for Tom and was by this point frustrated with the abysmal communications from the company. I stated I required my car or a refund of my deposit today, the call handler said she would contact another locksmith and get back to me, surprise surprise, nearly 2 hours later, nothing, so I called back again and was promised a callback within 10 minutes with either a refund or an alternative locksmith. Happy days, I got the call, confirmed some details and they sent the lovely Xeni all the way from East London to Salisbury within 2 hours and he worked his magic, repairing my car. My frustration comes from the fact a man in hospital was more communicative and helpful than the office! The technicians were both excellent, professional and kept me informed, the office, not so much, happy my car is now fixed, disappointed by the communication.Would hesitate and look for another company first should the need arise, but wouldn’t rule out using them again as a last resort.
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