Exela Movers

In initial telephone discussion Exela employee requested a deposit to secure a date for moving a piece of furniture. He provided the hourly rate and an estimate of the cost to move. He NEVER stated the deposit was nonrefundable; nor did he provide the details of the hourly rate beyond agreeing that the moving time would be in a range. We found out those details when we received the confirmation email after the telephone call. In that confirmation email the hourly rate contained hidden costs not shared as they the the clock starts is when the van leaves the warehouse and time clock ends is when van arrives back at warehouse. This added 2 more hours to the move of 1 piece of furniture and the move was during rush hour which added more time. The extra hours and costs associated became cost prohibitive. So based on the now known total cost we cancelled the move via email 10 days before the scheduled date. The company responded refusing to return the deposit. Being they insisted on a deposit on the telephone call to confirm the date never saying it was nonrefundable and then followed up with a confirmation email of the cost details (well over the estimate) and only then stating the deposit was nonrefundable in small print at the bottom of the email, these practices were unfair to the consumer. We should have been told up front on the telephone the deposit to secure a moving date was nonrefundable and the estimate stated did not include the costs outlined in the email. We therefore request that refund of our deposit. Thank you

In initial telephone discussion Exela employee requested a deposit to secure a date for moving a piece of furniture. He provided the hourly rate and an estimate of the cost to move. He NEVER stated the deposit was nonrefundable; nor did he provide the details of the hourly rate beyond agreeing that the moving time would be in a range. We found out those details when we received the confirmation email after the telephone call. In that confirmation email the hourly rate contained hidden costs not shared as they the the clock starts is when the van leaves the warehouse and time clock ends is when van arrives back at warehouse. This added 2 more hours to the move of 1 piece of furniture and the move was during rush hour which added more time. The extra hours and costs associated became cost prohibitive. So based on the now known total cost we cancelled the move via email 10 days before the scheduled date. The company responded refusing to return the deposit. Being they insisted on a deposit on the telephone call to confirm the date never saying it was nonrefundable and then followed up with a confirmation email of the cost details (well over the estimate) and only then stating the deposit was nonrefundable in small print at the bottom of the email, these practices were unfair to the consumer. We should have been told up front on the telephone the deposit to secure a moving date was nonrefundable and the estimate stated did not include the costs outlined in the email. We therefore request that refund of our deposit. Thank you