Business ProfileforMozart Moving Company

To whom it may concern,We ordered the moving service via Mozart Moving in ****** to move from ************************************************************************ in ****** with only 2 minutes walk moving distance in between ( around 200 meters) for a one bedroom moving on March 3rd, 2024. Before we placed the order we especially confirmed with Mozart that the estimated moving time should be around 3 hours for a normal one bedroom considering the distance is so close and the estimated cost should be around $626-805 with the estimated time between 3.5-4.5 hrs (Please kindly see the attachments as proof) after they get to know our room space and general info about furniture (later on we also provided a specific list about all furniture before the moving date). However, on March 3rd the moving date, we surprisingly found that it took much longer than what we were told since they used a small truck which doesnt have enough loading space at all, so the loading time took much longer than what we were told since it takes much more time for movers to think about how to fit the small truck and one trip can not complete the moving at all. The moving ended up with lasting a ridiculous 9.5 hours with 2 round trips. Also what makes us feel unreasonable is that even within such a close transit distance (2 minutes walk) the movers take more than 1 and a half hour just for the transit (without loading time included), and no response at all each time till I called them but just explained that they were lost within the building. However, each time they never reached out to me spontaneously till I called them since we pay every minute for the moving but can not find them for such a long time. To do our best to make it to be finished faster we have to make every effort to carry things ourselves back and forth and even help them with moving which is totally out of our previous expectation since the moving time looked increasingly uncontrolled. Before movers left they told me they were not sure about how much we would be charged for this service which would be shown after they left with tips we paid with Venmo ($240). Later on we received an invoice from Mozart which shows an exorbitantly high at $1879 (they charge us 10.5 hours!), which is almost 4 times than what we were told before. We reached out to the company immediately but were treated very impolitely. The representative ****** interrupted me several times in the phone, saying that they had no idea how large a truck they should prepare before the moving date. However, as a professional moving company, she also admitted that it is their responsibility to find the *********** with enough space to load now that we had provided the comprehensive list before the moving date. Later on ****** said it takes time for movers to packing items some of which are antiques, but the fact is, our items were not packed up at all which were just put together into a large rectangular shaped opening basket (without cover), without any packing, and what we provided in the list has covered everything we have. The antiques they called, is just the antique style items, like lamps, but not something extra. After I refuted all of her unjustifiable excuses she said she will work with movers to get to know why it takes that long and the management team to see how they can help, but she refused to have it escalated no matter how I insisted since I dont trust her based on her impolite attitudes. Later on till today there are no any responses and updates from them. We feel very disappointed and that we decide to initiate the financial dispute for this fraudulent activity which can never been accepted. We moved within US a few times but was never treated like this. The time it takes and the charge is totally unreasonable based on our past experiences with other moving companies, and the way we were treated makes us feel very upset and bitterly disappointed. Please feel free to reach out to us if there is anything else we can do to facilitate the dispute resolution. Thank you !