Basically, ads are placed on a popular platform and work only on it, they do not have their own database and therefore impose a double commission on the transaction. Even if you found the ad yourself without their help, you are obliged to reimburse the commission, from the position of the market it is not very decent. I recommend that you take your time to contact this company and find more professional people in this field
It is not defined, it is not clear that their work is too complicated, they need to work more actively somehow and there is no sign, well, it does not look professional.