Very quick to respond and schedule service. Arrived on time, with large truck and 4 workers, including Mike (owner). Performed a walk-through, pointing out items to be taken, and what would stay. This is a large landscaped backyard with pool, so items pointed out to remain included park benches, statues, and the pool cover, which was in a very large (approximately 5 foot by 5 foot) green mesh bag (the same material as the cover itself). The workers worked very fast and effeciently, removing enormous piles of deadwood and other yard waste, and there was a lot of activity in a very brief period. I was overseeing as well as possible; at one point, I spotted a worker heading out the gate with a park bench on his shoulder, stopped him, and had him put it back. Mike was helpful and worked as hard as the other guys. We decided to end the work after one truck was fully loaded, so we could cap the price out at $450. I was overall very pleased with the experience. Unfortunately, an hour or so after they had departed, I realized they had taken the pool cover. I immediately phoned Mike, who said he wouldtry to track down the workers. I strongly stressed the importance, noting the pool cover was custom made for the custom shape of the pool, and was expensive, well worth the extra effort to get back. Mike said "that's why I carry insurance and am bonded. That's why you hire a professional." I reminded him that I had selected him because of his rating on Angie's List. He assured me he would take care of it. We stayed in touch via additional phone calls that day while he tried to track down the driver of the truck. Eventually, it was decided the load had been taken to the dump and the pool cover was lost. Over the next couple weeks, I continued to contact Mike via phone, and his answers were reassuring ("I'll take care of it") but vague ("I need to talk to the insurance company"). Additional calls received increasing vague responses, before finally, I asked what information I could provide to his insurance company. At this point, I suspected he hadn't been trying to contact them. After another week or so had passed, I was contacted by Stephanie from the company, and have not dealt with Mike since that point. Stephanie has been challenging to deal with. She first told me that the cost would be taken out of the worker's pay, and the worker had a family, which was frankly unprofessional and angered me. I pointed out that Mike had assured me he carried insurance and was bonded for this type of accident, and that this type of guilt trip was unprofessional. Over a period of weeks, she researched the cover, and I provided her with information on the original order. (Actually, I first sent the wrong document, from a company we had considered, but not purchased from.) The cover cost in 2003 was $2085, which included drilling of holes and tax as well as a discount, since it was a new pool and a referral from the pool builder. To replace it with the same cover in 2013, I have been quoted $3176 plus tax, total of $3366.56. (Quote from Charlie, Pool Pros, 703-631-1010) At present, Stephanie has offered $300. Her arguments include the fact that the cover is no longer under warranty, and is over 10 years old and the value is thus depreciated. However, the cover was in perfect condition, and I provided photos to Stephanie showing this. My strong feeling is the warranty doesn't apply, since the cover wasn't damaged, it was removed entirely, and must now be replaced (had it been damaged, I'd have settled for a repair). I am certainly sorry the pool cover is an expensive item to replace. However, I feel strongly that the business owner (Mike) made a promise to me: I was given immediate and repeated assurances he would take care of this, that I shoundn't worry, that that's why he had insurance and was bonded. I am willing to negotiate (i.e., a lower-grade pool cover) and to work with this vendor, but Stephanie's communication has been unprofessional, with far too many personal digs (the worker has a family, my insurance rates will go up, etc.) and her offer of $300 is insulting. There has also been zero communication on this matter since mid-July. We need some help with this dispute. The vendor provided an excellent service, but they made a single, albeit expensive mistake, which they are now unwilling to make right.