The Zenith Moving Group Playbook:
FaceTime Walkthrough, Text Promises,
Then Double the Price

Provided binding estimate of $3,999.81 after two FaceTime walkthroughs of the home.

Good morning, Karen! I'm pretty sure we covered everything. The only thing that could cause your price to change would be if you added additional items to your inventory and I don't foresee that being the case at all just based on what I saw during the FaceTime call that we did.

[Called immediately after cancellation request.] Told Karen that cheaper ads are just to get you in, but they will cost about the same as Zenith. Karen decided to proceed at $3,999.

Dear Karen & Ray, This is Thomas reaching out with a heads up regarding your quality assurance phone call. In an effort to ensure your move is handled properly, there will be a very important phone call 3-5 days before your scheduled pickup. Your move is very important and it is imperative that we have a clear understanding of your relocation needs. We want to make sure that you, as well as your moving team encounter no surprises on the day of pickup.

[Quality Assurance call, two days before move.] Price increased from $3,999.81 to $7,787.96. Claimed additional cubic footage (418 to 858 cu ft). Added charges: one-day pickup window ($150), two additional stops ($400), fuel surcharge ($324.32), bulky item/toolbox ($100). Tom Muzio stated that the consumers "didn't show everything to Sydney Arnold."

Dear Mrs. Schaden, Thank you for your email. We have carefully reviewed your move file and all documentation associated with your shipment. Our records show that your original signed estimate, dated 05/12/2026, was based on 418 cubic feet. The estimated volume was later revised based on updates provided during the booking process: 05/20/2026: Your estimated shipment volume increased to 664 cubic feet. During your Quality Assurance call, completed two days prior to your move, the inventory was reviewed again and increased to 858 cubic feet. In addition to the increase in cubic footage, the final charges reflected additional services and fees associated with your shipment, including: One-day pickup window: $150.00 Two additional stops: $400.00 Additional fuel surcharge: $324.32 Bulky item charge for the toolbox: $100.00 We understand that you may wish to pursue additional review through your financial institution, the Better Business Bureau, your Attorney General's consumer protection division, or the Federal Motor Carrier Safety Administration. We are prepared to provide the applicable documentation to any authorized reviewing agency. We also want to clarify that submitting claims or allegations that are not supported by the documentation may result in an inaccurate representation of the transaction. We encourage all parties to rely on the records and supporting evidence when submitting any formal dispute or complaint.

Dear Mrs. Schaden, Thank you for your additional emails. We understand that you disagree with the final charges; however, we must reiterate that no fees were hidden. All potential charges that may apply to a shipment are disclosed in the documents you reviewed and signed before your move. These documents explain that the final cost is based on the confirmed inventory, services requested, and any applicable accessorial charges. Regarding the additional stops, toolbox, fuel surcharge, and other services, these are not hidden fees. They are charges identified in the signed agreement as potentially applicable depending on the final details of the move. While we strive to provide the most accurate estimates possible, estimates are based on the information available at the time and are subject to change if the inventory or services change before the move. This is also disclosed in the documentation provided during the booking process. After reviewing your file, including the signed agreements and supporting documentation, we have determined that the charges were assessed in accordance with the terms of your contract. Therefore, we are unable to approve your request for a refund. If you choose to pursue a review through your financial institution or a consumer protection agency, we will cooperate fully and provide all relevant documentation supporting the charges and the services performed.