I had one day to empty our daughter's apartment as we were coming from out of town to close it out. I set up a mattress and box springs pickup for a window of 8 am to 12 pm a few weeks in advance. A few minutes after 12, after hearing nothing about my pickup, I had to call several different numbers to try to get a hold of someone to find out when someone would arrive. It was extremely difficult to get someone to respond. I eventually reached a very helpful customer service rep by email. Unfortunately, he informed me there was no team to complete the pickup and there wouldn't be one until the next day. No one reached out at all with this information. I had to leave town by the afternoon, so luckily I found a local hauler for much less. I should have called them to begin with! There was no communication after the initial email confirming my appointment. Fortunately, the rep made sure I received a refund. He was the bright spot in the situation.