While I would agree with Jas that this is usual and customary there may be more at work in this situation. Having worked with this agency many many times over the years since 2004 I was comfortable with them. In the past year I started to experience many issues which lead up to me getting ripped off for 30 minutes of time after they fumbled the ball on entrance; for a matter that was SO SIMPLE to fix they put it all on me attempt to recover my funds and in the end offered me what I thought was an unreasonable offer of compromise and so I elected to vote with my feet and no longer contact this agency. The ladies that I had been interested in had left the agency in the past year and the new gals did not strike my interest. The girls that I have visited there in the past have also told me of management dysfunction and poor communications. I have learned that it is hard for an agency owner to do it all themselves and perhaps harder to find staff that effectively reduces the administrative and management responsibilities. But when the owner cannot figure out that one has been a client for 8 years and correct a simple error on their part with a long time client that tells me that it may be time to move on. IMHO.