**Update**
So I got an update on what was going on and I'll keep it short it seems there was a huge misunderstanding and a disconnect between the chat support and information not being relayed back to the decision-makers (chat support is remote). The issue has been resolved and I personally spoke with one of the owners on the phone who seem very sincere and cleared everything up.
As far as the proxies being down, they were performing upgrades specifically to the Los Angeles location and that's why I was having issues. Thus far it's been performing rock-solid as usual.
I opted NOT to take the refund because truth be told, their service is rock solid, I've tried and used many 4G proxy providers on this very forum and none of them had the capabilities these guy's had with the number of locations, and speed and reliability of their 4G proxies.
With that being said, if this wasn't truly a misunderstanding then I wouldn't bother posting this update. I don't want my previous review to change your mind on going with these guys for your proxy needs. I'm still a paying customer with a few ports with them (and will be adding more).
To be clear:
A) I am not being paid to leave this review.
B) I am not being threatened to leave this review.
C) I am not getting any special treatment.
Like I said, this was a communication issue that has since been resolved!
So again, don't let my previous review (that hopefully, the mods remove) deter you from using their service.