We are sorry to hear that you were not pleased with the moving service. We apologize for any offensive comments that the lead mover directed toward the helper. Unfortunately, the quantity of items that was submitted to us was grossly underestimated and that coupled with the inclement weather obviously caused the lead mover some undue stress. However, that is no excuse for not being congenial. Concerning the mover asking to follow you to your drop-off location, as you know, the Troon area streets are not easy to navigate with all of the dead end and curving roads. We are sorry if you perceived him asking to follow you as an imposition. The document that you were asked to sign is an inclement weather release. Obviously we are unable to control the weather. The movers took care to cover and move your items without any reported water damage. Relative to the hide-a-bed sofa, as you may or may not know, there are many manufacturers of such sofas and each uses different latching and scissor mechanisms. Most of our customers insure that the fold out mechanism is secured per the manufacturer instructions prior to arrival of the moving crew. As you know, we did send another mover from Phoenix to assist in releasing the mechanism for you. The hide-a-bed was placed in your garage because it would not physically fit through the doorway of the room that you wished it to be placed in. We are sorry for the two quarter sized scuff marks on your walls. It is difficult to move extra-large furniture items and make certain turns without touching a wall occasionally. From the photos you submitted it appears that very minor touch up painting is required. Concerning the floor scratches, as you are aware, our customer service manager did contact you this morning as was promised by the moving crew. You will be reimbursed pursuant to the provisions of the confirmation documents that you received prior to moving service and the moving service agreement. I would like to point out that our moving vehicle which holds 1,875 cubic feet of cargo was completely full and it was loaded, transported and unloaded in 5 1/2 hours with a 20 minute drive between the pick-up and drop-off locations. As you are aware, we deducted 1/2 hour of billing due to the delay in the movers being able to initially close the hide-a-bed. Again, we are sorry that you were not pleased with the service and we hope that you enjoy your new dwelling.