Running a small dealership I guess I have a understanding of fixing problems. A key not coming out I would consider a safety concern. I dont know how the newer cars work but a neutral safety switching failing in a older car can cause this type of issue.
Usually when they fail you just cant start the car. We have had a few actually really mess up and cause the car to not come out of gear. When car doesnt come out of gear completely the key will sometimes not come out of ignition. When starting the car it was already in gear when started which can make the car want to run away lol. Yeah we had a run away car almost made it into the road luckily got it stopped before it made it into the busiest road in Newark.
I would escalate the problem thru the proper channels until the problem is solved. Intermittent or not a key getting stuck can be a serious safety problem in my opinion.