I have changed my review to 3 stars. Read update below original review.
We had an appointment set up to do a virtual tour of our apartment with Kevin. We had set up the appointment with Maria and had received a confirmation email and text that the appointment was set up. On the day of the appointment we hadn't heard anything so I called the main line. I was told that we would receive a call or text with information at the time of our appointment. We waited until about 10 minutes after the appointment was set to start and called the main line again. The woman we spoke with told us she didn't have any information about Kevin and that we should give him until half an hour past our appointment time. Once it was 35 minutes past our scheduled appointment time I called again. The woman stated that she was unable to see any of our or Kevin's information. She asked if we were given an email or phone number for Kevin. I said that we had only been given his name in our confirmation email. We were told that nothing could be done until Monday as it was the weekend and no one was available at the local office. We will definitely be using a different moving company that respects our time.
A few hours after the appointment time I got a call from Kevin. He apologized and offered to do the virtual tour at the time. I informed him that we had waited long past our appointment time and we had other things we needed to do that day. He gave a few different excuses as to why he missed the appointment (one of which was that he lived in a different time zone, which made me question why we would be assigned to him if time zone was going to be an issue), and stated that I should have been given his contact information. I told him I was given nothing except his name, which was frustrating, as there was nothing I could do when he didn't call. He offered to do the appointment any time that worked for us and we scheduled for the next morning. The next morning he called right on time and we had the tour. He was extremely friendly and kind, and he gave us a discount on our services for the error. Out of all the estimates we were given, Hollander was the cheapest option and I really liked Kevin, I just wish he hadn't tried to give a laundry list of excuses as to why he missed the first appointment. I would have rather he just apologize, tell us he was going to give us a discount, and move on. We didn't end up going with Hollander, but that was due to our move date being rescheduled and us deciding to do the move ourselves.