Texas Brothers Moving Charged us over double the estimated amount Dallas, Texas

The facts of this situation are wholly false as reported by this customer.  This customer booked a move with our company over the phone and was provided an estimate based on the information they provided to us.  The customer was given an estimate - an estimate is not a flat price, it's not a guarantee - it's an educated guess based on the information you have at the time.  The estimate was for 5 hours.  As with almost any reputable moving company, service is priced on an hourly basis.  The customer agrees before the move that they are being charged hourly.  We perform thousands of moves every year, and every single local move is charged hourly.  

About 8 hours into the move, the customer calls our office to complain about the time the move is taking.  Their estimate was for 5 hours and unfortunately, they didn't see fit to alert us to their concern anytime before 8 hours of work had already been done.  Had they notified our office prior to 5 hours, we could have come up with a plan B to save them some money.  However, now that the move was almost complete, we were not given the opportunity to change course and mitigate the bill - the services had already been performed at this point.  This is akin to eating an entire plate of food at a restaurant, licking the plate clean, and them complaining about how bad it was a demanding the meal for free.

This customer refused to pay the bill due upon completion of the move, and we were forced to call the police to collect our money.  Cash was initially demanded, however, our company DID accept a check from this customer after they agreed not to stop payment due to the aforementioned dispute.  Over 30 days later, we received a letter from this customer accusing us of hooking up their refrigerator water line wrong and flooding their home.  The customer cancelled this service with us, as we charge extra to provide water line hook up.  The customer initialed by the change on the contract acknowledging that service was not performed.  Our company did not connect their water line, and subsequently refused to cover any damage from an accident of that type.  

We are a family run company with a stellar reputation.  We work very hard to be better and different than our competition, but unfortunately can't be 100% in making every customer happy.  We offered this customer a discount of $85 as a customer service gesture, and they declined as they noted below.  We take any customer that isn't happy with our service VERY seriously, but agreeing to cut a customer's bill by hundreds of dollars as they requested that evening is not reasonable.  We responded to their written letter promptly and have done all we can for this customer.  We wish them the best in their new home.