There’s a section of people that still see Facebook as the “default service of the Internet”. Facebook is probably easy to set up but other than that the only perceived benefit it has for these organisations is the numbers. They think most people are on Facebook, so they use Facebook.
I do think that Facebook is a problem though. My wife setup a business because she kept seeing the problem of Facebook kick small business in the ass.
She watched as they had to shut down when all their customers interacted via Facebook and they had no site and Facebook pulled some arbitrary change on them that showed them how little data they really had.
If your main way of interacting with your customers is Facebook, you’re at their mercy. Have a way to contact them outside of Facebook.
You’re not paying them, so you’re the product. That means you can’t trust they’ll do anything in your best interest.