Ok..
So, they have multiple tunnels. I fixed one of them.
They have 3 subnets - 10.2.1.0/24, 10.2.19.0/24, 10.2.71.0/24.
But, I used 10.2.0.0/16 as the remote subnet which encompasses all of them.. Apparently, that fixed the issue and they can reach our server now from all the VLANs.
I am not sure if it is a permanent fix.
And, I should use their FQDN since they have dual WAN connections and they can only carry out the VPN failover if we configure their FQDN