Piano move

Order # 571126913

We paid moveapiano.com $1169 Dec. 8, 2008 to move a piano from Ohio to Spokane, WA. They took our money and took 4 months to deliver the piano. The driver initially called in late December and said he was on his way to pick up the piano. The piano's owner said that would not work as a pick-up day, so the driver did not schedule a pick-up at that time. We eventually received the piano in April. Now, moveapiano is trying to charge us a "reschedule fee" of $400 (the fee appeared on our credit card statement 6/25). This is what the contract states:

If they are unable to reach you, and no-one is there when they arrive, there will be a $400.00 fee to bring the truck back again. This is a mandatory re-schedule fee that covers the cost of returning the truck to your location a second time.

The driver, was in fact, able to reach the piano's owner and she clearly stated she would not be around. The contract is worded to imply the charge is only in effect if the driver arrives at the residence and no one is there. That was NOT the case. The driver was told NOT to show up to get the piano. This $400 is a bogus charge. What's more, we were told drivers do NOT make special trips to pick up pianos, so the idea of a required $400 dollar surcharge for scheduling is ludicrous. I was told over the phone, "we don't work around the customer's schedule, we work around our schedules."

The "rescheduling fee" for a pick-up that was never actually scheduled is a business practice that needs to be investigated.