I have been using Idotz for 7 yrs now - not shady one bit - most reputable registrar I have ever used (better than enom, moniker and godaddy (which isnt hard to beat imo). ...but with that said, different needs beget different expectations.
They don't sell search results (from what I know/see) and they have never rego'd names I've searched in their site for all my 7 yrs worth of searching domains online. (unlike Moniker the SOBs)
I find for best customer service results - call the Phone Number - they are usually pretty good to help me with anything. [Note: A reason this time of year for slow Service Ticket replies is because most companies only have a skeleton staff until after New Years.]
So far, I've done in and out transfer with no problems - hope things work out for you.
I suggest you sign up for their irrp.net reseller program, and save yourself on rego fees.
Best of Luck and Success with All Your Endeavours!
PS: PM me if you want to discuss more - if push comes to shove, their may be something I can help with to stop you from losing any names.