No, it does not sound nuts. It sounds they do not have a clear protocol or they have one and they do not use it. For example, they should not lie to you even if you are in a period you cannot put your anger or other reactions under control. Could you get another company, or this is the only one available?
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ClaraHope is definitely not the same thing as optimism. It is not the conviction that something will turn out well, but the certainty that something makes sense, regardless of how it turns out. Vaclav Havel
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