Agency problem

I've been using Primedc for a while the first provider was Svetlana.The person who answer the phone was alway nice and professional.Last two appointment with them the person who answered the phone was rude and unprofessional.The first problem was I called and booked appointment 2 days in advance for afternoon appointment.I called in the morning to make sure we are still on.The appointmnet is at 3pm so I called at 2pm to let them know I'am on the way.Most agency would like the update but her replied was "why did you call again I would call you If we have to cancle!!"
My second problem was I asked to see a new provider with no review so I asked her How old is she?The lady who answer the phone said "23" when I showed up she is more like "33" but she was nice and friendly.
It's too bad all this providers who try so hard to make us happy but sometime it start from person who answer the phone.