So while my husband and I had an experience that was a complete misunderstanding, our rating has to be 5 star based upon Charlie's response to the situation. There was a confusion regarding both sides and it is only fair to address this as Charlie addressed the situation promptly and more than fair. I have to say that my trust in this business has been regained and a greater understanding was communicated. I have to say it was enlightening that we didn't have to argue or further explain ourselves. It is individuals like Charlie that make up for the bad experiences out there.