Follow-Up on Lock Out

I received a phone call about noon yesterday, from the Chief Executive Officer of the management group for our apartment.  She was amazed, upset and chagrined.  The entire Maintenance crew was pulled in to work Sunday afternoon.  I received multiple calls from multiple people in the organization throughout the afternoon and evening.
   First, Sonia, the locked-out neighbor, managed to get a locksmith to come to her apartment at 1 a.m. Sunday morning.  He broke the outside of the deadbolt lock, and once she was inside, she could lock the door again; but she couldn't lock it from the outside, if she had to leave.  It cost her $162.  - And she had to leave yesterday, as her sister was admitted to the hospital in Denver.  So I ended up watching her door from my reading chair for most of the afternoon.
  In any event, it turns out (according to the Maintenance Office Manager) that the answering service had not followed their own steps to ensure the system for calling the on-call person actually worked. The main office for the apartments gets an e-mail for each call made and reported as either an emergency or regular maintenance. The e-mail log was there, in it's entirety - including all the calls Sonia and I had made, and 8 calls from other residents regarding emergencies. None of the calls had been answered.  I spoke several times with the person on call, both by telephone and in person yesterday - he never received ANY notice from the call service.
  While Sonia was in Denver, visiting her sister in the hospital, she was contacted by the Maintenance office, and it was agreed that the man on-call would replace her door lock and leave the new keys with me.  The apartment complex is reimbursing Sonia the money she paid out.  (I understand that the company is having to reimburse over $1,000 to various affected tenants...)
   So the mystery has been solved; the call center for emergencies fouled up; and all is OK again.