From the landlord perspective this agency ensures it maximises your profits but from the tenant perspective they are rigid, lacking in any kind of empathy, too quick to use your money on their in house services and on occasion hostile. They run a tight ship which optimises their profits and those of the landlord but the tenant is not valued. I have been a tenant with them to my detriment but have placed my own property elsewhere since I value my tenants as I expect to be valued.
What agent could do to change your mind?
Flexibility and a less adversarial approach.