There was a discussion several weeks ago when one agency posted that she was upset that her lady score got hammered because of an error in arrangement made by her, the agency handler.
She freely admitted to her error. She offered to make amends to the OP. And she was making points the lady should not be hammered for her error. I thought the review was fair, it described the event accurately, and really the score looked like it only suffered a point off the average for the lady.
This board hammered her. In a lot of ways, I felt were appropriate. You cannot separate the agency from the lady when evaluating the entire experience.
Had an Indi screwed up the handling and kept me waiting for 45 minutes in a parking lot, or showed up late, or dumped out early, or played the ala carte game, it would have impacted her score, in some cases severely.
You are scoring the overall experience. End of discussion in my mind.
I have consistently used an agency in the area. There have been some royal f-ups in scheduling. Lates, Lost, and No Shows. Some were clearly the handlers error, other times it was clearly the lady at fault. Honestly, it really did not matter to me, I had a bad experience. The handler took the follow up calls, and made right that call or the next. The adjustment in rate was always more than fair.
BUT here was the difference, I called her immediately and told her of the issue and my complaint. If all you do is post it in a review or complain on the board, well nothing will get fixed and you will get no adjustment. You have to be adult in your conversation with the handler, just like I think if you had a bad experience with a top flight indi, and have an adult conversation with them about your disappointment, you can come to reasonable accomodations then and there or make appropriate future arrangements.
So if you pick an agency or an indy, pick one that cares about their brand and their market reputation. The high end groups, understand that things go wrong and will fix it. Likewise, you need to be a top flight hobbiest. If you schedule a lady and she is not what you wanted, be fair in the rating and/or at least pay her for her travel time. If you are going to be late, and she takes your appt anyway, it is fair to give her $25/50 extra. At the end of the day, be reasonable. This is a people business and people ain't perfect.
You get to decide on your tolerance for errors over time, just like the ladies get to decide if they want to ever see a hobbiest again. Vote with your wallet/time, that is the ultimate way to control this situation.