Five Star Moving

Initial Business Response /* (1000, 18, 2016/07/29) */
To whom it may concern;
My name is [redacted] and I am responding to a complaint against me from [redacted]. On June 12th I moved Mrs. [redacted] from her previous address on [redacted] to her new location on [redacted] At the end of the...

move Mrs. [redacted] brought to my attention that she was over charged for thirty minutes. With that being said, I took one hour off the bill ($125). Mrs. [redacted] was quite pleased at the time. I'm totally surprised by this complaint. Shortly after, Mrs. [redacted] has repeatedly called to complain about how the previous workers were better & "these type" of movers were terrible. Mrs. [redacted] has left a bad review for all potential customers to read. I feel she's been very racist towards us. We did the best job possible under the circumstances. Mrs. [redacted] herself has admitted that she is a very picky & difficult person to please. Mrs. [redacted] did sign the receipt stating she was satisfied with her move and that she was given one full hour free. I'm not sure what I can do to rectify this situation.
Sincerely, [redacted]
Initial Consumer Rebuttal /* (3000, 20, 2016/08/01) */
(The consumer indicated he/she DID NOT accept the response from the business.)
Firstly, my complaint is legitimate and not in any way prejudiced. I likewise could make the claim of being discriminated against as a woman but, that is not the issue.
Secondly, at the time I booked my move with 5 Star, I was told I would receive a discount of 1 hour off the total as a repeat customer. The $125 discount Mr. [redacted] claims to have provided as a result of my complaint is inaccurate. Additionally, I did not make them aware of being overcharged until a few days after my move. I reviewed the statement again when I was not exhausted from moving.
Remarks about me being a picky customer, is reflective of Mr. [redacted]'s opinion of this customer. I'm sure he has dealt with other customers who were equally as "picky" as I was perceived to be.
My request stands to receive a refund of the over charged time as resolution to this matter in the amount of $62.50. And Mr. [redacted] has my promise to never use his services again!

Initial Business Response /* (1000, 10, 2015/09/28) */
Contact Name and Title: [redacted] owner
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@yahoo.com
Having a 3hr min charge has been a company policy that we have had for over 5 years now. The Groupon promotion is a coupon, buy...

one hour and receive a free hour of service. Its like getting a coupon in the mail from subway in which you would buy a 6 inch sandwich and receive another 6 inch sandwich for free.
There is only a certain about of verbiage we can put in the promotion, therefore its not listed in the Groupon offer, however it is listed on our company web site and we do let our customers know of the hourly min charge. Groupon will also not allow us to post it on the promotion because they feel like its up selling hours and they would prefer us not to have that posted.
We would actually lose money on the job if we were to only provide 2 hours worth of service. Not sure if customers are aware of this, but living social/groupon take out 50% of the $125 they prepay for, thus we receive $62.50 for the purchased voucher. After paying out employees wages and fuel, we would lose money providing only 2 hours worth of service. Having a min number of hours is pretty standard in the moving industry.
We do offer a "delivery service" as well and we offered this customer that option to only pay $200 for the delivery instead of $250 (which would have been $375 3 hr min minus the free hour of service) thus saving her $50.00 which she declined.
Again, its posted on our website under the rates tab.
Please contact me if you need any further information on our end. Thank you!
Initial Consumer Rebuttal /* (3000, 12, 2015/09/29) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This company advertising pay certain price, 2 two hours of moving! Plane and simple! However, they do not mention that they have a 3 hour minimum. Which means you must pay for the 2 hours (Groupon) and 1 more hour for this coupon to be worth anything!
It would be like advertising a Subway sandwich for $1.00 but when you arrive you must pay an extra $2.00 for the bread. It's false advertising.
No matter how you spin it, it's deceiving the public.