Van was 1.5 hour late and when we called the owner we were informed that they are based in the city and can't do much about it. Guys who came to move us were very efficient and professional. Frame of our bed was broken in the process of moving and when we called the office and spoke to owner we were informed that he "guarantees" it wasn't them and he can do nothing about it. so not sure what the insurance cover is for. So generally speaking: the owner has good people working for him but he himself is a rude unprofessional guy who simply doesnt care.