Why are they sooo rude? Over the phone and in pers...

Why are they sooo rude? Over the phone and in person! I flew all the way from California to check on a loved one; They were just absolutely terrible! No professional training whatsoever! I would gladly fly back to give all the staff a crash course in Customer service and bedside manner! Never seen anything like this in my life! Thank God for C.H.O.M.P!