Anyone ever cancel CL?

[Briarmom]

I'm thinking of booking concierge at AKL for our Thanksgiving trip. We will have already spent 7-8 days at the parks, so I was thinking this would be a good thing to have someone else trying to make our Illuminations cruise res, etc.
Anyway, I have read a few bad reviews of the CL, and I am wondering why people just didn't cancel? I guess I am thinking that if I am getting NO HELP from the CMs I would just cancel. (ie: not emailing me anything, not being helpful, plain rudeness)
Thanks!