We are sorry you felt your experience did not meet your expectation. It is weird for me to read a review that uses the words like “They did a great job” but only scores 5 out of 10, it feels like a real contradiction. As the person that handles quality control, normally I would have had a call from any customers about questions like this, but since I did not, I will have to piece a few things together from your review to answer your question, since you have not contacted us about these issues.
Based on the music desk and leg description, it sounds like this is a smaller apartment size upright piano that was moved, with two peg legs on it and a flip down music desk above the keyboard. Usually, the only time these parts are removed by the movers is if they are already loose and falling off and/or the piano is going up a wicked flight of stairs with a nasty turn involved to make it fit up the staircase. Most pianos of this style and vintage are 50/50 whether they still have the felt washers on them as they do wear out and disintegrate with time. Depending on the style, half the pianos out there do not actually need them anymore or they go between two metal brackets, again depending on the music desk. It is usually a 30 second fix to correct if they were placed in the wrong spot, which I would be happy to look at for you. There are a couple different styles for how upright piano peg legs attach, but the most common for the type you are describing is the screw on design. What most people do not know, is that they naturally wear loose with age and every piano move. It is a basic flaw in the design that usually does not show up till years later or on a piano that has seen several piano moves. The round ones are the easiest to adjust and tighten because the legs can face any direction. The square or rectangular legs can be a real pain, because to make them tight means making the piano leg go crooked which looks horrible. To make it look straight again, you sometimes must leave a little play to it, hence the wobble. If our movers spent an unusual amount of time on this, he was probably trying to find that happy balance for you. This situation is not the mover’s fault, it has just become obvious when they try to correct it for you. I personally know another mover that told me he had charged a customer an additional $400 to correct this problem for them. Normally when we see this issue of the loose upright peg legs, our movers try our best to correct it at no additional charge, which does sound like the case here based on your description. I would have to come out in person to see the piano firsthand to know for sure if that was the case.
I do not know if this helps, but if you are really concerned about the job our piano movers did and feel they only deserve a barely passing grade, you should talk to a manager like myself that can look into and address any real concerns you might have about your experience. This way you are no longer hesitant and can know for sure whether you should or should not recommend this company.