Theres a whole hell of a lot of reasons they suck besides this.
They will rip you off
they will deny it
you will have no say in any of it
they will over charge you
you have no say in it
your only recourse for such a awful place like this is to keep filing BBB complaints and reviews, the more negative the better.
Do it EVERY WEEK.
screw this "business" theyre nothing but scammers.