I wish there had been more reviews available before we went with them to warn me off!
Sorry to hear you are going through similar issues.
The setup might be working for them but definitely not the for us. That’s the challenge of dealing with marketing fronts, then they ship us off to another company whether we had no idea, they existed.
They charge for the smallest trivial things. Basically sell you a dream and leave you at the mercies and graces of a builder!!