Terrible Online Customer Service

The facility and staff at the facility are great but the online customer service representatives are terrible. Any email sent to get help is either never rep**** too or you have to wait over two weeks to get a response. I have also tried calling the help center but not always is my call answered or when answered it immediately cuts. I have restored to sending a direct message on Instagram to your page and from that account I received an email address for escalations and to my surprise got a response three days later, I guess at this point three days is better than two weeks.