Hi- sorry for the delayed response. What I ended up doing ws sending a very frank email to Karla outilning my complaints and concerns going forward and that i would have to find someone else if i didn't hear back from her. Oftentimes, we just needed a reply that said "got your email & we're working on it" instead of nothing back. Needless to say, i heard back from her immediately, spoke with her on the phone, we both agreed to try again and move forward with increased communication. I chalked it up to miscommunication & that everyone needs a second chance, Ever since that, she has been woderful, completely on top of things, lightning speed, and very detailed. hope this helps.