Never had to use a service like this before, but they were easy to work with had great follow up and communicated any actions that I needed to take very well. There were a couple of times I called back to follow up after a voice mail and the other person was confused as to why I was calling and then took a little to find my case to understand where I was at. I am guessing they have a lot of volume and could probably benefit from a little better organization, but again not sure what to expect from this type of service.