I am giving 3 stars as a courtesy to the service being provided. At the end of the day, it's nice to know that the mattress isn't going into the landfill. However, there could be serious improvement in the customer service department. It took three scheduled appointments for the mattress to be removed. The first appointment never should have been missed. We were given a 4 hour window for the arrival of the pick up crew. As it was a week day I could only be present for the specified window which started at 4pm. The crew arrived 15 minutes early and phoned me, I explained that I would be there at 4pm as requested as I had to leave work early to be there and was on my way. Well, the crew left before I got home which is absolutely ridiculous. They had arrived and left before the scheduled appointment. Naturally, I called and requested that they return as the crew couldn't have gotten very far from my home. They denied my request to return and rescheduled for the following day during a 3 hour window. I could not leave work early two days in a row so I asked my brother in law to be present during the specified time and to show up "a bit early". This time, the crew never showed up and did not call to inform us that they wouldn't make it. At this point I normally would have demanded a refund and hired a different service. However, all other services in the area would take the mattress to the landfill. So, after a brief conversation where plenty of apologies were given but no partial reimbursement despite my appeal of frustration, a third appointment was scheduled and the mattress was retrieved. In the end, I hope that people DO use this service as our landfills are plenty full by virtue of there existence. My only hope is that the scheduled retrieval time previously agreed to is honored by both parties.