I have used Runway services just recently for my residence relocation within West Bay. I am surprised that your friends gave you this feedback when all the crew and the In charge person managed my move hassle free. I greatly appreciate their efforts and the crew were professional in what they do. I think its not just about a single person but the whole crew itself handling and managing the move. Anyways, I would definitely use Runway services again when I decide to send my stuff to Brisbane.