I would like to take a moment to respond to swintms's complaint. I am the "Nick" in the complaint. Before I respond, I would like to say that no offense is taken by reporting your complaints. It is a perfectly acceptable accountability for companies doing business. I say that so it is understood that this is not an angry response, just a different view on the situation. 500lb 7ftx7ft Wall unit. This note is copied out of our software and pasted into this response. This is a point of disagreement with our customer. We worked with husband and wife on this move. Wife booked the move and we state that we were told what our CSR typed into the file. Husband is who I spoke to about the situation feels strongly that we were told 1000 lbs up front. Our CSRs do not make up information; they understand how critical accurate information is. We have an 800lb limit on what we would move and they know that we would not move an item that heavy. Additionally our movers were told that it took 10 men to load the piece, but our office staff was not told about the 10 men. Yes we were warned it was heavy, but not informed that 10 men loaded it. When a move is booked the same day that the move is done, we do not always have the ability to look at the piece before we move it. It would have been nice to be able to this day, but we just didnt have Charles available to go look at the piece. When our men arrived and realized it couldnt be put on a dolly because it was too tall and needed to be picked up and tilted, they called Charles our QC manager to assess the situation. Charles reported to me that we needed more men to move the piece and that is when I spoke to the husband. I did in fact give 2 options. 1 was for us to send additional men which do cost more, $37/hr for each additional man. My position was that with an item this big we can not offer a cut rate due to the liability for injury. Understanding that it was a lot of money, also offered a complete refund of his deposit. No demand for a refund was needed. That was my offer, not a request by our customer. I do not know how else to handle the situation. We offered to move it at full price or a complete refund. We did not ask our customer to pay for service it did not receive. Our company paid a significant price for the situation. We paid a manger, 3 men, truck miles and fuel and were compensated nothing for it. I say that not to say we are owed something, but to show we were willing to take the loss in this situation even believing that we didnt have all the information we should have.