Jill in Toronto

The three-man crew arrived on time, and the head guy was friendly. But overall, it felt as if the team was dragging out the move, and things were taking longer than they should have. What should have taken four hours took six hours, and we were hit with a bill more than $300 than we had planned on. Worst of all, the leg off my husband's favorite antique bench broke off. The head guy barely apologized and told us we could call the front office where they could glue it. (The guy's excuse? "Your chair fell on me" in the truck.) There were many scrapes on various wood pieces. And my husband's favorite cookie jar was shattered. We tipped, but not as much as I guess they wanted, because they were very sullen as they left, and we just felt crappy when it was all over. A very bad experience that just keeps getting worse, the more scrapes we find.

In two hours, Kim managed to erase the concerns we'd been having about the challenges in our new (very small) bungalow. Her expertise was terrific. She had ideas and suggestions galore that made us feel excited--whereas before, we'd felt anxious. Then, she followed up the consultation by sending us a few emails w/ links to possible product solutions. A wonderful, empowering experience.