Failure in Service Delivery

As an Owner and to having my past experience as a Chairman I was given the opportunity to assist the Body Corporate with various tasks and communicating with the Managing Agents (Infinite Property Management). They acknowledge all email communication; commit to handle it and to follow up etc. but they fail. Years; months on end these are shelved as they as well the Body Corporate members don't chase and follow up. Over the last weeks, I have sent email requests, the feedback is lacking. I sent email request to return my calls, 4 days gone...received an email feedback as they, Portfolio Manager had to attend a family crisis. Where's the professionalism here, i respect that one has to prioritize over a family crisis but no communication or hand over in their absence or the ability to handle. This clearly is a failure in Service Delivery. If I ever do consider getting onboard I will definitely consider giving this Managing Agent a boot and consider another. They have failed us on an ongoing basis.