The good news: The individual called me the morning of the pickup to confirm address, etc. The bad news: The individual was in his 60s, walked with a limp, and came alone. He defied his age in his attitude and actual moving stuff. His truck had handicap plates. I explained on the phone that moving a king size mattress is a 2 person job besides the rest of the furniture items. I specifically listed items to move and sizes. He said that his "help" did not return his calls so he came alone. By default, I was his helper-not a problem since I am relatively younger and used to physical labor. The individual has no business in this "business". Nice guy and he needed the money-no question on that-and for that reason this circumstance was viewed personally as an act of charity. Don't "fire" the guy-just followup with him and others on your "list" to make sure they are capable of doing the job. Perhaps any other customer would be on the phone screaming at you all and demanding a refund. Life is too short. By the way, your "pricing model" stinks.