The service request process is very good, and quick, albeit the driver arrived about 45 minutes past the end of the promised time range, and I'm not sure that she would have called me with a new time if I hadn't called her at 11:55 and left a message, since she called back almost immediately after I left the VM. And, while they both wiped their boots before coming in there are some small statins on the carpet from their boots, which will hopefully come off. When they first arrived I mentioned I hoped that her office had told her the mattress was on the 3rd level of my townhome, and that there was no elevator. She said they hadn't, but continued with her pleasant, can-do attitude. (The $110 charge included $20 for the 2 flights above ground level, so her company was aware.) I would use them again and refer them to others.