Dear Keith, We apologize for the inconvenience or the misunderstanding, but a date for pick up was not guaranteed from our behalf at any point. Additional to the conversations we have with our customers, everything is sent thru email, in order to avoid any miss lead or lack of information to our customers. As we are an honest company but also human, to avoid all miscommunication we make sure our customers receive all the information in writing and confirm it after reading it by an electronic signature which you provided. We have several records stating we did contact you previously to the pick up as well as a copy of the Order For Service you signed stating that pick up is not guaranteed (unless an additional fee is added and discussed upfront- in order to secure two different trucks for your move) and a window for pick up is requested as we are aware of the delays that are naturally connected to our business (road conditions,mechanical, weather, human condition, etc) We are closed on Saturday, which I believe we are all human and a day off is forgivable...Sundays the company is open for 4 hours - when most of the companies/businesses are either closed or open for a short period of time, and from Monday to Thursday we are open from 9am-6pm with extended hours as most of the week there will be someone in the office for longer hours, I believe those hours are acceptable for a business, considering customers are always provided with driver information and phone number when their car is picked up. As far as the reviews, there is a procedure to put a review therefore all the reviews are from our customers (proof of contracts are within our power) and not filled out by our company. We feel we did our best in responding and assisting you with your file, but at this point you are not entitled for a refund as the services were refused and the contract was breached by you. We appreciate your time and we will be more than happy to provide you with any additional information if requested.