Of course it's scary that someone has a copy of the keys, but here it's all based on BobbyLee's personal word... Isn't it?
What will BobbyLee's personal word do for you, it will not return your money and will not pay the expenses for you, if you are skeptical, even by 1%, do not buy a hardware wallet, no one forces you. contact the support team may give you answers, whether you trust them or not. Unless you read the code or trust someone who read the code, nothing is guaranteed.