I talked to them on the phone about an upcoming move and gave my address and credit-card number. They said they'd send me an email and I should reply to confirm. I didn't reply to the email and thought that meant the reservation wasn't confirmed. I went with someone else.
Then the day before the move they called to ask if it was going ahead and said 48 hours' notice was required to cancel, so they were going to charge me $100! Nice touch that they didn't call two days before the move.
- Approximate cost of services:
- $100.00
- Company Response
Clear communication with our customers is very important to us. We explain everything over the phone at the time of booking and also follow up with an email that outlines our booking and pricing policies. We did have a move booked with this customer, sent a confirmation and then sent reminders as a courtesy. The customer had many opportunities to cancel and it was not our intention to leave this to the last minute. We lost money because we had a moving crew and truck reserved for this customer. We hope they can understand why we have this standard cancellation policy and we wish them all the best in their new home.