Business ProfileforCollege Hunks Hauling Junk and Moving

I experienced many upsetting and unethical practices during my move from Washington, DC to Arlington, VA on Sat, Feb 11, 2023 with College Hunks Hauling Junk as our movers. My fiancé and I booked them after filling out their online form, receiving a call from their customer service, and receiving an estimated time for the move of 2-4 hours at $219/hr. plus $275 charge for the moving truck. I paid a deposit of $219 to reserve our time slot, which would go toward our final invoice, and was told of any additional charges or move restrictions during that call. We learned during the course of our move that the Captain of the team is financially incentivized to elongate the time of the move by 1.5 to 2 times the quoted amount. For our move, the Captain received an email with a different time estimate of 6-8 hours and, we later heard, that the move must last at least that duration in order for him to receive his pay bonus. In order to extend our move to that length, the crew engaged in a variety of delay tactics, including arriving at the wrong location for both our old home and new one - and starting the clock at their initial arrival at the wrong location, as well as performing a very leisurely walk-through (this all added 40 minutes at the front of our move before their work began). They packed and then unpacked our boxes and furniture at a very leisurely pace. Never during our move were all three men in the crew actively helping to move, despite having two freight elevators for their exclusive use at our new place; only one mover came at a time to drop off boxes with long gaps between drop offs. They also spent over an hour re-wrapping our already wrapped and disassembled furniture. Lastly, to add additional time at the end, they charged us for an additional 20-30 minutes to "inspect" and "clean" the truck after all of our belongings had been delivered. With all of these delay tactics, they charged us for 7 hours for a move from a 2bd/1ba townhouse to a 2bd/2ba apartment where everything was boxed, disassembled, wrapped, and ready for them upon arrival. In addition to these delay tactics, they charged us extra for using their moving equipment, in this case C-bins (large open boxes on wheels in lieu of moving dollies or hand trucks), and charged us extra to wrap our mattresses and box springs without letting us know that these service cost extra or asking for our consent beforehand. They also only move TVs in boxes (something we weren't told beforehand) and charge $45 extra to "rent" the tv box they have for use in their truck. Lastly, during our move they informed us that they do not move plants, even plants stabilized in boxes. We were not informed about this in advance. Lastly, they wrote up our invoice for a total of nearly $2,000 (at least double what we were anticipating and quoted initially). We asked to speak to a manager but they refused. The Captain stepped outside to call his manager and when he came back gave us an ultimatum: we either pay the full amount due or he would call the police on us. At an impasse and feeling very taken advantage of, we told them to call the police on us, which they did. We called their main line to try to get through to a manager ourselves. The customer service rep took down my information and I have yet to receive a call back after 12 days now. The officer that came was very professional and explained that this is a dispute related to pricing and services rendered and does not require a report. Now, we are expecting College Hunks Hauling Junk to either send the amount they claim is legitimate to collections or sue us. Note: they did not leave a copy of the invoice with us nor send us a copy by email or regular mail. We prepared an in-depth account of that day and our experience to share with the corporate office and are happy to provide additional information if it would be helpful. I would also like to ask the BBB to help us in resolving this matter.