I am saddened, but not surprised, to read this review. There are so many inconsistencies with this review that I feel the most efficient way to reply is simply through a timeline of what actually transpired, which follows: Aug. 9: I provided on-site estimate at [member name removed] home, which came to over 19,000 pounds of household goods that need to be moved. For this, I estimated 12 hours, 2 trucks and van, 6 crew at a total estimated cost of $3,085. Aug. 15: Customer emailed confirmation of his move and added an extra stop, stating that “even with that I’m expecting this to come in well under 12 hours.” Aug. 15: I replied via email to confirm his move and inquire about address and items at extra stop ([member name removed] replied there would be 4 items). I also checked on whether [member name removed] was going to want us to move his large, wooden outdoor play set and he replied, “I will get the screws out so the guys can just pick up and move the individual pieces.” Sept. 10: Called to confirm move with [member name removed]. Sept. 12: Move conducted. Actual time came in at 13.25 hours, 2 trucks and van, 6 crew at a total actual cost of $3,397.50. Sept. 19: [member name removed] emailed to “give me some candid feedback,” stating “your group lacks a leader and any sort of discipline…these guys were fooling around way too much…stroll up, laughing and joking…seriously unbelievable.” He finished his email with “one of our armoires was irreparably damaged in two places. And the kitchen table that was re-assembled is so wobbly that we can’t eat on it.” Sept. 19, 3:21 pm: I replied with a phone call to personally respond to his concerns; no answer, so I left a voicemail. Sept. 22, 5:43 pm: Customer calls back and continues to convey the serious lack of leadership among my crew, tells me that one mover in particular was “a complete waste.” We scheduled a date (Sept. 26) to meet to assess the armoire and kitchen table. Sept. 25, 4:09 pm: Customer emails that the next day won’t work as he’s signing papers on a house; inquires if we can do it next week, but would like someone to come over ASAP to fix the table. Sept. 25, 10:14 pm: I replied to customer’s email, stating that we could fix his table tomorrow afternoon, and proposed a day the next week to assess the armoire. I also reassured [member name removed] that I had no problem whatsoever repairing his furniture, but I did not want to continue to be berated by his defamatory remarks towards my crew. I mentioned that he significantly changed the scope of his job in numerous ways, including 1) adding 2 extra stops and moving much more than four pieces of furniture; 2) neglecting to do ANY disassembly of the outdoor play set as he had agreed to do; 3) not having all items packed and off the top of tables, dressers, etc., throughout the home; 4) swearing at my crew and telling them to “get the he** out of my office, I’ve got a conference call,” which lasted for over an hour. Sept. 26, 6:03 am: Customer replies that “your initial quote, 12 hours with 6 people, was ridiculous…we could have added another 5 stops, but that has nothing to do with the core issue - your team is leaderless, the guys spent half the time joking and hanging around.” He continued with “for you to assert that you ‘do your best’ is absolutely ignoring the very feedback I’m giving you. You can continue to believe what you believe.” He said he wasn’t available that day for us to look at his table and said that my questioning was “more denial on my part. We’ll get it fixed ourselves, I don’t want to put you out.” [member name removed] concluded that we could arrange a time for the end of next week for us to look at the armoire and he had “‘before’ photos so you can’t deny this one as well.” Oct. 6, 9 am: [member name removed] emails, asking “Do you think ignoring me is the right strategy?” Oct. 6, 1:53 pm: I called [member name removed] to schedule the visit; again, no answer so left a voicemail. Oct. 9, 9:30 pm: I emailed [member name removed] as I hadn’t received a response to my voicemail and left him with my business and personal cell numbers so we could get this concluded. Oct. 10, 9:03 am: [member name removed] replies that we can stop by and see the armoire since his mother-in-law was moved in and that’s where the piece was located (this was one of the extra, unknown stops). He continued to explain how my crew tried to move the armoire down the stairs and “didn’t think through the angles, so they tried to squeeze through and finally gave up, brought it back upstairs and started over. In the process, they beat the crap out of it.” After talking with my crew supervisor, who was on this portion of the move, he said that [member name removed] told him, “Sorry, I should have told you how that was brought up.” My crew had the top padded and the entire piece securely wrapped. Oct. 10, 9:09 am: I replied to [member name removed], asking for his mother-in-law’s name and phone number. Oct. 10, 2:38 pm: [member name removed] replied with the information. Oct. 13: My operations supervisor called [member name removed] mother-in-law to set up time to go to the home and assess armoire. Oct. 15: Operations supervisor goes to site to assess armoire; takes pictures and video. Damage includes scratches and a small dent on one of the top corners. Piece is made of composite/pressboard and there was also damage to the back cardboard piece, which was unrepairable. Due to the inferior composition of pressboard/particle board, the Washington State Utilities and Transportation Commission, which governs moving companies, has exempted movers from being held liable for any damage that may happen to furniture made of these materials, including [member name removed] armoire. Despite this, we moved forward with making the repairs. Oct. 20: I contacted our furniture repair company, who has 30+ years in the industry and is a locally-owned, proven business. Oct. 24: Repair completed; pictures received from furniture repair company. Oct. 26: I emailed[member name removed] to let him know that the repair was completed and attached a document regarding the exemption of damage for these types of pieces, for his future knowledge. Nov. 8, 5:33 am: [member name removed] emails me that “armoire is still irreparably damaged and now it looks like sh**.” He continues to state that it cost him $50 to fix his table that he chose to have fixed himself. Then, he brought up a new “problem” (despite this being 8 weeks after the actual move) related to one of his children’s beds; apparently he was missing “fasteners” for the bed and said that my crew “failed to put all the pieces into a bag so when it arrived we could not reassemble one of the beds. Again, your people have zero training. He concluded with a threat: “Let me know how I am going to be compensated for these issues…I expect an answer by Monday else I will be taking you to court.” The above string of communication demonstrates where the “7 weeks after his move” has come from. I have done my best to communicate with [member name removed] and take care of his concerns, but he cannot seem to move beyond being disrespectful towards my crew and for that, I will not tolerate any longer. He had one of my most experienced crew on his job and they worked for 13.25 hours without any significant breaks (nothing over 15 minutes for any of them). I employ hard-working, trustworthy, college athletes who we put through an in-house training program and we make at least 50 customers very happy with their moving experience each and every month. When accidents happen with our moves - whether in the form of damage or going over the estimated time - we take care of them working side-by-side with our customers. This is one instance where it doesn’t seem to matter what I offer [member name removed]; he has decided to be unhappy and dissatisfied. I wish him luck in his future moves.