I was incredibly disappointed with Capital Cartage's customer service. While we were lucky to get their help on very short notice and the movers themselves were helpful and quick, we had to pay for a minimum of 1.5 hours regardless of how long we needed them. It was not clear that the clock started when they left the office, which is only 7 minutes from our apartment. That being said, they started the clock at 12:45pm and did not arrive until 1:10pm as they had taken a wrong turn. They were hesitant to stay beyond 2pm and we did not push it as we didn't want to get charged for additional time.
When my boyfriend called to pay, they told him that someone new had taken the call and didn't know they charged for travel time as well and had forgotten to inform him.
When I called to complain, the story had changed and she now claimed to have explained that we would pay for travel time as well. She said they can't afford to send movers out for only an hour and we could have asked for them to finish the job but refused to offer a refund. The only thing she offered were a few free boxes, which are useless now that we have already moved and only worth a fraction of the cost we wasted.
Whether or not it is convenient for you to pay for the mistakes of your employees, it is the only appropriate way to handle situations like this - your customers should not be held responsible for these costs.