I agree that the phone experience you describe was awful. But I also am willing to bet that, given his attitude, his statement that he is just putting random pictures up that are nothing like the women working for his agency is more likely than not the simple truth!!
I also agree that I'd rather talk directly to a provider, not to mention, pay all the money to her, not give a cut to someone else.
From past experience, however, I do know that it is possible for a man to answer phones for an agency and be super polite, helpful, and friendly. Over three decades ago, I used to deal with an agency in Chicago called Village, long since disappeared, and the male owner always answered all calls and he was customarily very helpful and I started regarding him as a friend.
Then I stopped using the agency when, after I specifically asked for a provider I had got along well with, he intentionally sent me another provider (because she was not getting many requests, because quite frankly, she had a rotten attitude, was a clock watcher, and tried to cut all sessions as short as possible regardless of whatever time a person had requested and paid for). When I sent her away, called back, and had him send out the provider I asked for to begin with, she then told me that he had done third to her, that she knew of, twice before. She gave me her direct number and I never called that agency again. It was also, from what I heard, the last call she ever did for his agency.

Lost track of her long ago, unfortunately. (Miss ya Judy A. wherever you are!).