Worst communication and attitude toward buyers

They have no interest in communicating, I was dealing with an agent - Felicity who repeatedly would not get back to me and change plans we made to view a house that is listed for sale. Her general attitude was filled with excuses when I told her to leave the viewing.

I can understand the circumstances, but does it really justify not giving proper feedback and communication? When I called to complain to the agency twice - after they took down my number incorrectly I dealt with Reneé, who had an even worse attitude and sense of entitlement. "All I can do is apologize." So lovely if it was actually sincere.

Their values mention the below, and yet they themselves do not follow it:

We are professional and: • Will be available to take a call or will call back on every message. • Will respond the same day, we have sincere interest in your contact. • We are knowledgeable and well informed about our area, the market and all aspects of property sales and rentals. • We are honest and transparent in all our dealings with buyers and sellers.