After a house fire, my clothes and other items were promptly picked up. Getting them back was an entirely different matter. They gave me boxes of items that were not mine, which I returned. I can only guess that they gave my stuff to someone else who did not return it. They told me that they were sorry- they had a ""slow"" person from some agency working for them and perhaps she misplaced my items. Many of my items were never returned (about $1,000.00 worth of clothes & handbags) . I tried for months to get the issue resolved. The manager was never available, BBB could not get a response, they would not even return my calls or email. I planned to sue them but I needed to concentrate on taking care of my very ill mother and didn't have the time or energy to pursue it. Maybe they counted on that sort of issue. I have time now and will resume my effort. Look out Hill's- I'm coming for you!