Her pics are somewhat representative, but not entirely. the lights are very dim when you walk in, so it's hard to tell. The service was good. I don't know the reason that you are having difficulties. I'm OH2 verified and gave them 2 references. Whether or nor they were truly verified I don't know. That's happened to me before in the past. I just moved on. There's a lot more agencies out there. This is the first time I've done an agency in a long time. I almost always see independents. But with their fees rising like crazy, I now do both.