This company are simply not interested in you as a tenant. They are only interested in the money you are giving them. They support their landlords first and foremost, even when that landlord (as in our case) is nothing more than a bully. Any complaints about landlords will be met with disinterested looks and vague promises to contact him, but not with any substance or support.
Avoid renting through this company like the plague, for your own sake!