This was the first time I had ever used this service. Its a great service, no doubt. However, I was rather disappointed that the pick schedule was not on time nor was anyone able to call me in advance to let me know the driver was running late. I booked my appointment online, which was rather convenient and easy, but did not receive a call back confirming my appointment. I was giving a time frame for pick up but when that did not happen I called twice to ask where and when the driver was to get there. All in all, they did eventually come to pick up my mattress but I would digest keeping to an accurate schedule or at least have the courtesy of calling.