Following my booking with AnyVan, I wanted to say that the people that came to my house were very friendly and helpful and did what they could. However, I am very disappointed that it was not possible to get my treadmill downstairs, and yet I had to pay full price. It needed to be dismantled to get it down the stairs (there is a narrow doorway) and around the corner to the basement - I was unsure if this was the case but for £86, I thought this would be included in the price (£86 is expensive to move 1 item). I want to make it clear that there was a miscommunication in what needed doing, as I thought the removal service would be equipped to do this. But even if not included in the price, I can understand that I would still have to pay a call-out fee, but I don't think paying full price is acceptable. I want to stress that the people that came were as helpful as they could be but that I was then put in a position where I was told by someone on the phone that I would either have to risk my treadmill being damaged on the way down, as it couldn't be dismantled, or cancel without a refund. There was no option to rearrange the visit with a team that could help dismantle it and get it downstairs (which is what I thought I had arranged and pay for in the first place). I don't think this is acceptable and would like a refund for some of the money. I used the LiveChat service to explain this and the person I spoke to was polite but confirmed that I would not be able to receive a part refund. I am very disappointed with the AnyVan service, which is a shame as the people that came were very friendly. I will be seeking legal advice and would advise anyone using AnyVan to be overly clear as I think miscommunication can be easily done with this company.