I scheduled two movers for a 2-hour job starting between 12–1 PM. I prepaid $225.99 for that service.
At 12:17 PM on move day, I was notified they were delayed due to a previous job running long. I was told arrival would be closer to 4 PM. Because of this delay, I had to send home additional helpers I had already arranged and paid.
Before agreeing to proceed, I clearly asked via text whether an adjustment could be made for the delay and whether they could stay a little longer if needed. I stated I was willing to pay the same as originally agreed. I did not authorize expanded billing beyond that.
The movers ultimately completed the job the following morning due to the prior delay. During a phone call initiated at the end of service, I was told the job totaled 6 hours and was presented with charges exceeding $700. I disputed this immediately and asked for an itemized invoice before agreeing to anything further.
I never received a revised itemized invoice reflecting the promised adjustments before additional charges were processed. I was later informed that two additional hours had been charged based on alleged authorization, which I dispute. I stated I might consider a partial compromise pending documentation. That documentation was never provided before billing.
The core issue is not that the movers worked hard. They did. The issue is that:
• The delay was caused by scheduling practices outside my control.
• I made decisions based on representations that adjustments would be made.
• Promised credits (including truck-related reimbursement discussed during service) were not reflected.
• Additional hours were processed despite the dispute remaining unresolved.
Customers should not be pressured into on-the-spot billing decisions inside their homes before they have the opportunity to review written documentation.
I would strongly recommend that HireAHelper:
1. Provide written, itemized invoices before processing disputed charges.
2. Clarify in writing when additional hours are billable versus offered as accommodation.
3. Improve scheduling practices so one customer is not financially impacted by another customer extending time.
This experience created unnecessary financial and emotional stress during an already difficult move.
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