"It is unfortunate that unintentional accidents do happen. We are extremely sorry for the mishap. We try our best to be as careful as we can possibly be when removing heavy items such as yours. We have been in business for 10+ years now and I am happy to say we have not had anything like this happen before. Your TV Cabinet was an extreme weight in excess of 500 pounds and you put an extremely thin piece of material under it for us to slide it on which unfortunately came out, and before we knew it, it did put a mark on the floor. As soon as we realized it we stopped and had to then lift it out of your home. Your husband's suggestion of using a dolly would have been much worse and would have put wheel gauges in your floor due to the excess weight of this item. We did extend a significant discount on the price of the job, which your husband did accept and replied he had a number of someone who would be able to fix it and not to worry. He also gave me money in excess of the amount charged which he said I could have walked out with and he would have not even realized it, but he thanked me for being honest. We have also taken a loss on the job for the amount that we charged and the amount we had to pay to get rid of your items. For example, we get charged a high price for 3 TV"S that have lead in them because they must be dumped at a special place and the additional cost we are charged for a refrigerator that needs the freon extracted out by a professional before we can even dump it. I try to do the very best for every customer and try to make every customer happy. I don't understand how you could give us a bad review for an accident that wasn't intentional, especially when you were not even there to see how difficult it was to move that 1 item. In these hard times we all are going through due to Covid-19, no pleasure can be found in holding grudges and intentionally trying to ruin a family-owned business. Again we are extremely sorry for the scratch and hope that you can forgive us. Have a blessed day."

"We so are sorry you were not happy with the price for our service. We have not increased our prices over the 10 years we've been in business, even after recent prices to dump the debris have been increased twice since COVID-19 hit. The dump costs in the state of PA could be very different than those here in NJ. Also, we are a fully licensed company that dumps everything legally and we pay by weight to dump the debris. We are a small family owned business that strives to accommodate every customer in every possible way because they are our means of survival. We pride ourselves on our repeat customers who use us again and again. There is always a choice to refuse our estimate, but I see you were happy with our service as you gave us straight A's for quality, responsiveness, punctuality, and professionalism, and you did tell my wife on the phone that we did a great job for you days after we performed the clean-out. Our hope is that you will reconsider and use us again in the future."