This whole thing seems like a lot of "he said she said". The bosses wife told them this and this and this, and then the mom told the daughter this and this and this, and the daughter tells the Dis this and this and this. I don't know. I looked at the website and it makes none of the claims that were supposedly promised. The only thing it says is that they offer lowest possible wait times by taking you at non-peak times...this insinuates to me that they know crowd patterns and know when to take you on the rides. The website is out in the open and they don't JUST do Disney, it's Orlando in general. She says she moonlights as a vacation planner at WDW but I'm thinking that she means FOR WDW. I doubt she's actually employed by the company. I'm actually feeling pretty bad for Gracie right now because it looks to me like she works for a legitimate travel guide company. This is a lot of casting stones for a pretty shaky foundation of shame, IMHO.
That being said, I feel awful that your mother had a terrible trip. I've been around people that don't listen to the advice of us well-informed Disney maniacs and it's frustrating. Listen to us or you'll regret it! Lol. I hope that she managed to make some special memories with her grandbaby, despite all of the hullabaloo