I had no problems with their charging, but same customer service problem. They broke my TV, eventually admitted it, and just won't do anything about it. Every time I call I get put on hold and not returned to, or told that I will get a call back and get nothing. They like to tell you that you are calling the wrong person, but the other person is never available. Sometimes they are out for weeks at a time.
It's been months since the move and I've received nothing. When I do talk to someone, I get told that the paperwork will be here "any day now" but never have a response. The latest, when they promised to fax me the information by the end of the day, was that their computer system is down and they can't print the paperwork today. Do these things happen? Sure. It's just too much of a coincidence right after they promised me a response today.