I am also having issues with contacting them. I had a shop on Friday (7/19), but the store was closed for renovations. I emailed the scheduler immediately via their online form and did not hear back. I took several photos of the exterior and of the renovation permits which clearly show the address, and emailed them to the scheduler that night. I still have not heard back. I ended up filling out the report with all required sentences being "The shop was closed for renovations." I submitted the shop with a note about how I emailed twice and did not hear back.
I really hope I get paid for this one as it was quite a bit out of my way. I also really hope I don't get dinged because my shop report was late- I was waiting to hear back for guidance, though. Hopefully the editor will reach out to me and let me know what to do. I've never had an issue with them before and have liked my previous experiences shopping for them, so I really hope this is just a one-time issue!