"It is always our goal to provide a stress free professional moving service and I apologize that did not happen. I did send you an email the morning of the move to let you know that we received our box delivery the day before the move but unfortunately the box for the mattress was not included in the shipment. Your concern was that the mattress would get bent during the moving process. To address that concern without having the mattress box we did double wrap the mattress in mattress bags and place the mattress on the wall of the moving truck so that it was not bent or damaged during the move. We did not charge for the mattress bags or any materials on your move to compensate you for the inconvenience, I also waved the $150.00 that you agreed to pay for the rental truck. (The $150.00 fee for the truck is because we have a 26ft truck but needed a smaller truck because the customer requested it) The driver did have tools for the move unfortunately he did not have the right sized allen key to take apart your desk and bed. When the driver realized that he did not have the correct tool he did let me know and I immediately brought him the tool he needed. I instructed the driver to continue prepping the furniture and loading the truck until I could get there with the tool so that no time was lost on the move. Your complaint about the truck size is extremely misleading to potential customers. The fact is that you requested that we bring a smaller truck to do your move because our 26ft moving truck was to tall. You informed me that your HOA in green valley had a height restriction of 13’4 which required us to rent a smaller truck. All my movers are trained professional movers who have years of experience loading and unloading moving trucks of all sizes. The truck was a 16ft truck, so we did have to load the truck tight but by no means did my movers cram your things into the truck. I personally inspected the moving truck when I came out to deliver the tools needed for the move and the truck was loaded correctly."