Yes, I own a backyardhive.com hive and have the same trouble getting calls back. My personal feeling is they are more interested in spreading the "bee guardian" word globally than in their own backyard. They'll tell you they've set up hundreds of bee guardians in the metro area, which may be true, but it seems to me that once they've sold you a $300 hive, you're pretty much on your own. They do run bee club meetings, sporadically.
Vicki has also expressed frustration about the backyardhive people not calling her back, or keeping her stocked with their product. BTW, if you want something specific from To Bee or Not To Bee, be VERY specific when you call beforehand. I've driven to her shop and left emtpyhanded twice now, despite calling to check on in-stock availability first.
About your warres, do you supply Vicki w/complete kits only, or is it possible to buy just components, say for example, just a quilt box?