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I have a feeling "not returning phone calls" boils down to "we asked repeatedly for things out of scope of the service and/or contract". I've dealt with this before and it's disheartening to see somebody changing viewers perceptions of their work by saying their "customer service went down the drain quick" -- when that's really not the case. IMO, eCarList does some of the best work in the business. I think their design and development team is probably the most skilled out of the automotive website providers as well. I'm not trying to kiss ass either, when I was designing sites I felt out of any competition, technically they brought the most to compete with.