Here's an update on my review. I've moved on from working with this business. I was recently contacted by the business and asked to remove my negative post. Apparently the problems described have been resolved with some key headcount changes. I look at the history of the negative reviews and they are all front office focused - 2011, 2013, 2015. I'll leave my review up for now because it accurately depicts the service in 2015. If I see the service levels being improved through positive consumer comments then I'll be happy to support the business; Until then, I only have their word things have improved. Those of us who use Yelp and similar tools use them to warn fellow consumers away from poor service providers.