My move was a nightmare on both ends. On the Houston loading end, one of the two loaders stopped working frequently stopped working to ask me to provide information to help him start a business. To be fair, I was not completely packed and ready to go when the movers arrived. However, more than 75% of my household goods were packed and ready to load. Since one of the two movers was not working 100% and continually tried to engage me in conversation, he was not getting his work done and he was hindering my packing and supervision of the loading. Moreover, the two SML loader did a very poor job of utilizing the available truck space and properly balancing the load. I’m retired and could not afford to pay for more than the minimum 2-hr loading time estimated by SML, so I stopped the loaders at the 2-hour mark. As a consequence of the above, my own actions included, it took me a whopping 18 hours to get all of my household goods loaded on the truck. On the San Antonio end, I arrived at my new apartment 1 hour later than expected because I got lost once arriving in San Antonio from Houston. The SML movers arrived at my new apartment 1 hour before I did. They left and came back as soon as I had arrived. I had anticipated the possibility of unforeseen delays on the San Antonio end, so I called the local SML mover to ask for a later scheduled unloading window because the apartment office was going to open 30 minutes later and I need time to get keys, sign contract papers,ask questions, see my apartment for the first time. The local SML move supervisor told me that moving the appointment to accommodate my worries was unnecessary. Some after the San Antonio movers met me, their move supervisor informed me that they had consulted with their SML manager, who had consulted with Penske, and together they had decided they would be charging me for 3 hours of moving time, which would have cost me a whopping $$270 more than SML estimated 2-hour minimum. When I protested, the move supervisor contacted his manager and agreed that I would be charged the SML quoted 2-hour minimum. The unloaders only took 1 hour to unload the truck. I told them to put the boxes anywhere insided my apartment without regard to what room would be best for me, and to please just “get the job done” within the scope of the original quote. At the “end” of the unloading, the unloading supervisor told me they had unloaded everything; I signed papers, and the movers left. I found out later that the Penske truck door was left up, a few of my personal items were strewn across the truck floor, and 4 boxes I had in the truck cab were not unloaded (maybe that was according to normal procedure). In hindsight, I wish I had hired my own movers directly. The SML movers and were the most unprofessional movers I have ever encountered in my 67 years of life. You caused me tremendous emotional and financial stress. I will never use your services again. I will never recommend SML to anyone — not even to my worst enemies! Sincerely - Michael R. Cloud