We use a three-part management system to deal with the added complexity since COVID. Your account manager is your customer service expert, advocate, and the person best suited to help you with any problem aside from something physically on site. Our operations, or field division handles home visits and most of our various in-the-field tasks. As you might imagine that adds efficiency and expertise at both phases of the process. We note in the question on rescheduling that operations will first try to schedule a simple quick visit by text and email. They attempt twice and if that doesn't work out for any reason they send it back to the account manager to handle from there since that is their primary role. It's much easier and smoother though if you'll let operations run through this process on their schedule. Ironically the residents who are most concerned with how this process plays out are the ones who end up making it a legitimate hassle for themselves. All of our staff are background checked at hire and deeply committed to being an important part of a company that tries hard to deliver a one-of-a-kind experience. We also have a technical support division you may hear from at times for something like say a portal reset or a general email to the company.