Initially we had a wonderful experience so it was no question that we would use their services again. It took maybe 2.5 hours for them to move my grandmother. This time was a complete 180. First they arrived late. They then got lost on the way to the second destination. For the same 1 bedroom apartment, it took 4.5 hours. They were also not careful and left visible marks on furniture and the walls. 1 MONTH later, after a $100 deposit and $495 charge had already been paid, they charged my account an additional $275.88. When I called to ask why there were additional charges, the response was that they did not charge me enough. I understand that the time was calculated wrong, but that is not my problem. That was a mistake of the business. And to charge my debit card without my knowledge is terribly unprofessional. Not to mention that BOTH managers were very rude. The first man I spoke with was rude from the time he picked up the phone. The very nice receptionist, who I had no issues with explaining what happened had already informed him what the call was about. He picked up the call as if he was already aggravated that I was calling and asked what he could help me with. Giving him the same story, his response was that the price was based on the hours and that the charge was legitimate and there was nothing he could do about it. He even asked me "Do you even know what you signed?" WOW! How insulting is that?! I know that on the day of service I was charged $495 and I was made to believe this was the entire charge. I asked to speak with someone who could fix it because I did not give permission for my card to be charged, he acted as if he did not know when the manager would be in, but said that he would tell Denise to give me a call. He was very condescending and rude and treated me as if I was just trying to get over on them. I was very upset by the end of the call. He claimed that I had been yelling at him for 8 minutes when in actuality I was very nice and polite when I called and only got upset after he showed me that he had no remorse for what happened and did not want to take any accountability for the mistake of his business. I told him that I would make sure this exchange between us would be public, he says "go ahead" he didn't care. I waited until the next day to call back and was again greeted by a very nice receptionist that transferred me to another manager. I again explained what happened. She was nicer than the man and apologized that this happened but also got aggravated that I would dare ask for the money back that they took without permission. She said several times, "well your call was regarding the time we charged you for and it is correct, is there anything else I can help you with" completely disregarding that they should have never taken the money in the first place. They both treated me as if I were wrong for wanting money back that I never knew I spent. She eventually offered to give me a refund I believe of $88. (Her first offer was $41) Needless to say, my experience was disappointing and upsetting. I don't feel money should be taken from anyone without their knowledge. A simple phone call saying the charges were wrong could have rectified the situation and I could have been prepared for them to take the funds. Taking money from my account an entire month after the service was rendered, without my knowledge, seems like a horrible business practice. It makes me wonder if they keep others information on file to charge them later as well. How many people have they done this to? I would not trust them again and I would discourage anyone to use their services. read more