Unprofessional, unreliable, zero communication.

They will break the whole side of your sofa off, then tell you with zero remorse that you didn't have insurance....because you know, that's acceptable ;)

When I phoned your office, the voice message while I wait on hold speaks or professionalism and how well you take care of a client's goods. When I picked the sofa up to put into my storage, the arm and legs fell clean off, so whoever's responsible for breaking this knew about it and just pushed it back in place and kept quite (your staff member), does that sound professional? If the on hold recording spoke of complete negligence and a gross disregard for clients goods, then yes, at that point I would have taken insurance.

This is beyond the point of being acceptable, you and anyone in your office should view this in the same light.