George,
I'd advise you to call their office and speak with your scheduler to unsnarl the problem. I have emailed copies of business cards, etc., without any issues. However, I have had some communication issues with the non-video side of their operations/scheduling staff. On the video side, the staff is superb!
Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel
Poor customer service? Don't get mad; get video.