Soft Hands Moving Services

The experience was a categorical nightmare thanks to their unabashed lack of professionalism or commitment to quality.
My husband and I reached out to this company for help moving belongings from our first floor, one bedroom apartment in Manhattan to a storage unit in Ithaca, NY. Their original quote seemed unreasonably low (between $ 800-​$ 900) so of course I expressed my interest in hiring Soft Hands Moving Services and broke contact with other companies from whom I’d received quotes.
Several days later we received a phone call stating this quote was inaccurate and we were offered a new quote of $ 1,200. This price was on par with other companies so since we’d already made plans to work with them we agreed and moved forward with scheduling (and then rescheduling several times because they «did not have their schedule in front of them» when they called).
The movers planned to arrive between 11:15 and noon. This was necessary because I needed to work that evening and hoped we’d be finished in time for my husband to ride to Ithaca with me in the single car we had available in Manhattan. Unfortunately they experienced car trouble that morning and at around 9:30 am they informed us they’d be about an hour and half late. Not a big deal. The problem was that over the course of the next six hours we kept getting later and later estimates for when they would finally arrive. Eventually I gave up and left for work (very late) just as they were pulling in at 3:30.
My husband had to take care of the moving and cleaning without my help and rode back to Ithaca in the truck with Marcel and his employee when everything was finished. Since we were four hours behind schedule the storage offices were closed by the time they arrived and everyone was forced to wait while a new access code was issued (the one we obtained over the phone earlier that day did not work). They dropped my husband off on their way into town after the truck was unloaded.
The inconveniences we dealt with were forgivable, but the fact that my husband and I were charged extra for them is what made this such a terrible experience. Needing to ride back into town with them after unloading the truck and waiting on the access code for the storage unit would not have been necessary if they’d been even just one or two hours late, but these things, along with the fact that they got lost on their way to our apartment, were used as justification for charging us an extra $ 200 on top of the already increased amount they’d quoted us. If they did not have the forethought to check directions before leaving their home on a job assignment, I don’t feel I should be obligated to pay $ 80/​hr for them to wander aimlessly around Manhattan.
The prices are not competitive, which is their prerogative, but that should be more accurately reflected in the quote.