Tax Hardship Center review: Company takes significant amount of up front money but no results or return calls

I was with this service and paid hefty price. They told me to never directly discuss with irs or state regarding outstanding taxes. However, when I advised of State potential levy they told me to fix that myself as that will lesson what is owed and they could then work solely on my IRS taxes. I kept asking for assistance and then transferred to Olivia that was very nice but never available to direct or respond. Then I found out later she was out of office for over a month but her managers or nobody would call me back. The main office number went directly to her voicemail, so nobody received calls.
she was overwhelmed and I had to go with another service paying even more money. Since then I have asked for their insurance details and/or some type of reimbursement since they really did nothing for me. They simply do not respond so they Ghost their customers.