Complete Care - less

I arranged care for my aunt, 81, who is cared for by my mom, 70. On the first day, the carer who arrived complained about her transport and how difficult it is for her to get to the house where we needed her. I reported this and was met with defensiveness and informed the carer and my mom were both in the wrong and that clause so and so on the contract stipulated that she should not have gone into conversations with the carer with regards to her (the carer's) personal issues. I am disappointed at the level of unprofessionalism. My mom did not entertain this and was purely mentioning this to me, who made the arrangements, and because she had to send the carer home early. Dealing with clients by using the contract as a default is not what I expected from a company that should be using empathy as a default instead.