The word I chose to use when discussing with their Director of Revenue was Sloppy.

They always overdeliver, and they keep all their promises.

They're a truly full-service agency that takes care of all our needs.

I can’t speak highly enough about their performance because I didn’t think the time frame would be feasible.

They were responsive and made us feel like an important client.

... I felt like the company as a whole didn’t deliver on their promises.

I can’t see the point in using anyone else at this point.

Noticed understands our brand well and they've brought a lot of experience from working with other clients.