How is it that a company who uses an online service can have a company representing them like this?

The staff at the Chic Car Rent desk were nice initially but were only after my money & chose not to engage in any discussion points that I had raised, stating that communication was a problem even though there was a Thai person with me. Clearly this was not a pleasant experience & I will be telling anyone & everyone not to use this company. How is it that a company who uses an online service can have a company representing them that deal with their customers in this way? I believe that customer service plays a big role when dealing with service delivery.