I am a customer of their's and consider them both friends. They do take some heat for lack of communication. I believe they do extraordinary work at better than fair price. Very honest, skillful, good people. I have had nothing but good experience with them. They do seem to get overwhelmed with e-mails and requests for info, etc. and fall behind in offering ideal communication. Could be better organized, perhaps (I am the LEAST organized person I know), and capable of making mistakes that get unnoticed.
I am not offerring excuses for what you describe, or inviting any piling-on, just confirming that others have made similar observations, and trying to stress that they ARE HONEST and will eventually take care of this. I suggest sending more e-mails and ask for advice as to how to proceed.
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