Elegant Themes moderators ask for admin login…

Just wanted to get some thoughts on Elegant Themes here…
Does anyone have any reasons why one should *not* use themes available from this company/service? I recently purchased a membership, and experiencing some issues on theme customization (particularly using a child theme)… The support forum is very responsive, but then their Moderators ask for your WP admin login if the issue at hand does not get resolved after a few suggestions. I find that a little odd. Or, is this a standard practice with theme site moderators? Does anyone have any first hand experience using Elegant Themes? They do have really nice site layouts/themes, but my frustration with customizations is making me think otherwise, and the whole asking for admin credentials brings my concern to another level… Anyway, any thoughts/tips/advice would be most appreciated! : )