We were extremely dissatisfied with the service provided by Anyvan during my recent relocation. The experience we encountered was marked by numerous instances of poor communication, unprofessional conduct, and disrespect, which greatly inconvenienced me and my friend. Firstly, the driver arrived at the flat early, even though we confirmed the collection time different by their colleagues. Due to this early arrival, we were compelled to change our entire plan, including altering our train ticket to London. Moreover, the train was delayed, and I promptly informed Anyvan about the situation. I also texted the driver to inform him of our slight delay. The company assured me that they would relay this information to the driver, advising him not to rush or arrive early. Initially, everything seemed to be understood by all parties. However, upon reaching the destination, the driver called me and stated that he could not wait for more than 10 minutes, despite my timely arrival (likely, he waited for no more than 5 minutes). I attempted to explain that I was present and only 2 minutes away. While trying to obtain the keys for the flat, I received a call from someone at Anyvan who complained about our delay. Her behavior was appalling. She accused me of claiming to be present when I was not, instead of attempting to understand the situation. We were indeed present but were juggling multiple tasks, including locating the building, obtaining keys from the agent, and carrying our luggage simultaneously. Shortly after, my friend encountered the driver outside the building and was met with disrespectful behavior. He remarked, "Finally, you're here. I've been waiting for you. I don't have keys to the car park," in a rude manner. It was then apparent that the van needed access to the car park. Subsequently, the driver called the company and complained that the building only had two floors (from ground to second floor), but he could only enter from floor -1, where the car park was located. We were unaware of this detail, as it was our first day in the area. Despite the presence of an elevator, the company unjustly charged us an additional £48 for the additional floor, which was not our fault and did not impact the driver's task because we paid 3 floor fee (from ground floor to second floor) but we have only 2 floor (ground floor and second floor) which makes the same effort and time for the driver with additional -1 floor. Although we assisted the driver in carrying numerous boxes, despite our health issues, we were subjected to disrespectful behavior when we were unable to carry three heavy bags. Despite our efforts to resolve this matter amicably, we have encountered further obstacles in obtaining a satisfactory resolution. It is deeply disheartening to witness such blatant disregard for customer satisfaction and basic decency from a company of your stature. I cannot understand why we were charged an additional £48 and why we were treated so disrespectfully. Unfortunately we have not yet received what we deserve. We were trying to get our money but now they are claiming that they charged us for the delay. I am deeply disappointed by the unsympathetic behavior displayed by everyone in this company. They made an already challenging journey even more stressful. I refuse to accept such blatant disrespect towards customer satisfaction and basic courtesy and we will try to find another solution as they have not been helpful and understanding.