Called in on two times today to Tier 1 support.
First call: The verification email for changing the email associated with my account would not deliver successfully to my gmail account. Tier 1 had to escalate to Tier 2 which sent an email to the person who signed up for the account and made the change happen. Bluehost needs to fix this. This is the reason for the 3 stars.
Second call: talked to a Tier 1 that helped clarify whether or not a new OS could be loaded on the VPS and what options were available. She had to check with some folks, but was able to answer the question. Also asked about how to upgrade from Standard to Enhanced and whether or not there was an option to go from 4GB RAM to 8GB RAM without upgrading to 200GB Storage at the same time. Again the Tier 1 had to check, but was able to successfully answer the question. Also asked whether or not it was possible to go back to Standard once we upgraded to Enhanced (downgrade when not needed). She asked colleagues again, but did get the answer. All in all not too bad to get all questions answered, but took a bit longer than it probably should have.