Business ProfileforTrue Friends Moving Company, LLC

The company verbally quoted and explained the cost for our move from Tennessee to Alabama. Intially telling us that a flat rate for truck and mileage was $1190.00 and $199 per hours for two hour minimum to load and unload. The crew only used one hour to load and one hour to unload. Also, my husband paid as a deposit toward the total $199 that was not applied to the cost apparently. My complaint is that the is we did not use two hours allowed per loading and unloading, why were we charged for it. Our total came out to over$2K. I have filed a claim with the company. However, other than stating what the contract says they are not providing a clear breakdown of the cost and why we were still charged for two hours not used to loading and unloading.

Hi ******, Thank you for reaching out and sharing your experience. After reviewing your move, we see that our Resolutions Manager sent you an email and spoke with you on 10/31/24 to address the concerns you raised regarding the 2-hour minimum, and the $199 deposit paid for your move. We understand that clarity in billing is important, and we appreciate you allowing us the opportunity to provide more details on how your move was billed during the telephone conversation we had with you on 10/31/24. During the telephone conversation with our Resolution Manager, the invoice was discussed and explained which reflects the $199 deposit referenced, was deducted before the completion of your final payment for your move. Upon discussion of the invoice, you confirmed that you understood the invoice now that it had been explained to you. Regarding the 2-hour minimum for your move, the 2-hour minimum charge covers our team’s time and availability to handle your move. This means you will be charged 2 hour minimum regardless of how long it takes to complete your move. For example, if loading and unloading only take one hour each, the 2-hour minimum rate still applies. If your move goes over the 2-hour minimum quoted, your move is billed in 15-minute increments. This was also discussed during the telephone conversation with our Resolutions Manager on 10/31/24 for further clarification. As stated, the 2-hour minimum was verbally quoted to you and documented on the estimate that was emailed to you on 10/24/24 before your scheduled move date. We apologize for any misunderstanding regarding the 2-hour minimum for your move, and we thank you for allowing us the opportunity to discuss this with you and clarify your concerns. Please feel free to reach out if you have any additional questions or concerns you may have.