Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/24/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  When we called the company quoted as the price for 3 and 1/2 hours we ended the move after about 5 and 1/2 hours they told us that the only thing we would be charged for was by the hour and any materials that we used. Once the move was to the moving destination they demanded we paid $600 more than the hourly rate and threatened to not unload our stuff and drive away with it. They also damaged several of our items and would not take our calls to report the damage once the move was complete.

  Business Response

  Date: 06/26/2025

  Business Response InstaMovers Florida LLC
  Client Name on Contract: **** ********* | Concern Raised by: ****
  
  Dear ****,
  
  Thank you for your feedback. While the moving contract was issued under the name of **** *********, we understand that you were involved in the coordination of the service and are responding to the concerns you raised.
  
  You are correct in stating that an initial estimate of 3.5 hours was provided. However, the actual move required a total of 7 hours to complete, primarily due to a significantly long walking distance at the delivery locationa detail that was not disclosed to us prior to the move. Had this been communicated during the booking process, we would have advised accordingly and adjusted the estimate to reflect the additional time and labor required.
  
  After a thorough review of the signed service agreement, we can confirm that the final billing was in full compliance with the terms and conditions outlined in that agreement. All charges reflect the actual time, manpower, and resources necessary to safely complete the move.
  
  Additionally, we have reviewed our records, including call logs, emails, and internal notes. We found no record of any formal damage claim submitted by you or Ms. ********* following the move. As per our standard procedure, our team documented the entire relocation with before-and-after photographs to ensure transparency and protection for all parties involved.
  
  To date, we have not received any photos, emails, or written notices from your side reporting damage or dissatisfaction until this review, which comes over ten days after the move was completed.
  
  We regret any confusion or inconvenience you may have experienced. However, based on the available documentation and our internal audit, we have found no errors or violations in the handling, execution, or billing of your relocation.
  
  We remain committed to customer satisfaction and transparency and are always available to address concerns promptly when reported through the appropriate channels.
  
  Sincerely,
  ******* ****
  Customer Relations Team
  **********************

• Initial Complaint

  Date:06/13/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  May 31st 2025 June 1st 2025 Quoted $580 Ended up having to pay $3,257 Requesting refund for everything but the original quoted price.

• Initial Complaint

  Date:06/12/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We hired your company to handle our move on June 11. Overall, the team worked well and the movers were hardworking. However, one of them was a bit careless and placed one of our mirrors leaning against a wall, which then fell and shattered.This mirror was extremely expensive nearly $1,500 and purchased from City Furniture. We believe this incident was due to negligence and could have been easily avoided with proper handling.While we understand that accidents can happen during a move, this one was preventable, and we expect the company to take full responsibility and cover the cost of the damage. We look forward to hearing how this issue will be resolved.

  Business Response

  Date: 06/12/2025

  Good afternoon Mr. ******************* you for reaching out to our organization. We sincerely regret the inconvenience caused and appreciate the opportunity to address your concerns.
  
  Please be assured that every crew member assigned to our moves is trained and experienced to carry out relocation services with full responsibility and diligence. Unfortunately, accidents can occur despite best efforts, and we truly regret that this incident impacted your experience with us. That said, we are grateful for your acknowledgment of the teams overall performance and hard work.
  
  As a gesture of goodwill, we have sent a compensation offer to your email in response to the damages reported. This is a one-time, non-negotiable settlement, carefully calculated in accordance with the terms of your signed contract and the valuation coverage you selected, which is the standard 60 cents per pound per article.
  
  We trust this will bring closure to the matter. Should you choose to accept the offer, please respond accordingly so we may proceed with the refund.
  
  Thank you again for your understanding.
  
  Sincerely,
  Customer Care Department
  **********************

• Initial Complaint

  Date:06/09/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I hired Instamover Fl as my residential moving company to move items from my residence **************************** to my current residence *********************************************************************** I was given a quote of $709.50 for 5 hours and 30 minutes ( 2 hours to pack, 1:30 drive time, and 2 hours to unpack). I said several times from the sales representative of any other fees and he mentioned no. So I signed the contract. On the date of my move, the movers arrived around 7:50 am and presented me with digital documents via smart phone to sign. It took them close to 3 hours to pack and a little over 1:45 hours to make it to my new residence, Now its about 1:10 and I was told they are not authorized to unpack the truck. At about 1:29 I had a missed call from instamovers and call me right back at 1;30. A Mr. ****** told me my final price was $2600! I asked how and he goes on about additional fee that were in the contract. I called the Clay County Police because of the situation and apparently so did he. I asked to speak to a supervisor or my sales representative. However it took 2-3 hours for them to contact me because I refuse to pay because that wasnt what I was quoted. The lower the price to $2200, basically I was informed if I didnt pay it my stuff would be held and I would be charged $1000 a day. I paid it because my childrens belongings were on it but told Mr. ******* the supervisor I was moving forward with legal action due to the unfair business practices. They released my item but the movers were not allowed to bring furniture in the house and dropped everything off in the garage

  Business Response

  Date: 06/19/2025

  Dear Ms. ************************** you for taking the time to share your concerns through the Better Business Bureau. We are genuinely sorry to hear that your experience with our company did not meet your expectations, and we appreciate the opportunity to provide clarification regarding the service we performed on your behalf.
  
  At our company, we strive to offer reliable and transparent moving services, and we take each piece of feedback seriously as we continuously improve our processes.
  
  1. Bill of Lading and Service Authorization
  Upon our teams arrival, you signed a document known as a Bill of Lading. This document is standard and necessary in the moving industry, as it formally authorizes the start of service. It ensures mutual protection and sets the foundation for the work to be carried out.
  
  2. Inventory Changes and Service Time
  As described in the service agreement you accepted at booking, our estimate was based on the inventory you provided. On the day of your move, the actual volume of items significantly exceeded what was originally listed. When this occurs, two options are available: (1) we may cancel the job due to substantial omissions in the inventory, or (2) proceed with the move and adjust charges according to the actual time and labor required.
  
  In your case, we chose to complete the move in good faith, despite the additional workload, with full transparency about time-based charges. Because our services are billed hourly, it is standard industry practice that any additional time spent by our crew is billable. This is not a punitive measure, but a fair reflection of the labor and resources provided beyond the initial estimate.
  
  3. Packing and Service Expectations
  We understand that every move is different. While we do offer premium full-service packages where we handle all packing and preparation, your selected service level did not include full pre-packing. However, our team found that many items were not ready for transport, including numerous fragile or high-value items (e.g., glassware, antique clocks) that required proper protection. Rather than risk damage, our crew took the necessary time to pack these items carefullysomething we believe most clients would expect from a professional moving company.
  
  4. Delivery and Final Unloading
  Per your instructions, we delivered your items to the garage of your new home. You declined to extend the service time for unloading into other areas or for further home setup. Our crew completed the work up to the point that was permitted and within the time authorized by you.
  
  5. Charges and Transparency
  All charges were calculated based on the terms outlined in your contract, including time, labor, and packing materials. We follow strict internal standards for billing and accountability, and we are confident that your invoice reflects only the services rendered, nothing more.
  
  In Closing
  Ms. ****-*******, we sincerely regret any frustration you may have experienced. Our goal is always to deliver service that is professional, honest, and in line with customer expectations. We truly value your business and your feedback.
  
  Should you wish to discuss this further or have additional questions, please dont hesitate to reach out. We remain committed to resolving any lingering concerns with the utmost respect and care.
  
  Warm regards,
  ******* *.
  Claims Department Representative
  ***************************************************************

• Initial Complaint

  Date:05/28/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Breach of Contract: The company failed to appear at the scheduled date and time for the move. The day before, I simply asked whether it would be possible to adjust the moving date but received no response. However, they falsely claimed that I had canceled the servicesomething I absolutely did not do. I have the necessary evidence to prove my position.Also, they charged more than the balance that was due.

• Initial Complaint

  Date:05/28/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/24/25 instamovers fl assisted me with a move. The original quote for the service was $360 which included 2 crew members and a truck for 4 hours of labor. The company took a $102 deposit with scheduling the move. On the day of service, the movers ran out of room on the truck and had to reorganize the load. All of this caused the move to go over time ( during the quote they estimated 2 hours to load 2 hours to unload ) by 3 hours. Upon arrival at destination, the company advised that the final cost would be $1771. When asked where the extra charge came from, the representative advised the estimated time to unload is another 4 hours driving my labor time to 11hrs. The asked what would happen if the unload took less than 4 hours, they advised that they don't provide refunds.. ******** was then instructed to hold my belongings until full payment is received. This activity is fraudulent and criminal. None of these charges were disclosed before or during the move.

  Business Response

  Date: 05/28/2025

  We appreciate the opportunity to respond and clarify the facts regarding the moving service performed for Mr. *** ******, which was scheduled under a different name, *******. While this discrepancy in the reservation name created confusion, it did not prevent us from honoring the job request in good faith.
  
  The estimate you received was based on the inventory and conditions you yourself disclosed at booking. You were quoted based on your representation that the apartment was fully packed, disassembled, and ready to move. However, upon arrival at your residence at 9:40 AM, our team encountered a drastically different situation:
  
  The volume of items was over four times the disclosed inventory.
  
  Items were not packed or organized.
  
  Dressers were filled with clothing, requiring additional time and care to move.
  
  A gun safe and undeclared firearm collection were presentnone of which had been disclosed for proper safety planning.
  
  We began work as contracted and continued for over 11 hours, performing both labor and transportation under strenuous, unanticipated conditions. Despite the dramatic increase in workload and the clear breach of the conditions stated in your estimate, our crew acted professionally and respectfully throughout.
  
  At no point did you raise objections or request that the service stop. Our team communicated the increasing time requirements as the work progressed, and you allowed the move to continue without interruption. If you had budget concerns or did not wish to pay for a full-service professional move, you were free to decline service or perform the move yourself.
  
  At the destination, our team faced an extensive walking distanceover 10 minutes one wayjust to deliver a single piece of furniture. This effectively doubled the time per item and significantly impacted the total service time. This was not disclosed in advance. Additionally, only two movers were requested. If you required faster service, three or four movers would have been the appropriate option. We fulfilled the job using the exact resources you selected.
  
  Characterizing a business as dishonest after receiving over 11 hours of labor and materialswithout any objection during the processdoes not reflect the factual timeline of events, nor the professionalism shown throughout.
  
  It is unethical to misrepresent the scope of a job to obtain a low estimate and then accuse the company of misconduct when billed accurately based on actual work performed. The contract you signed clearly outlines these terms.
  
  In summary:
  
  You approved the continued service without objection.
  
  You received the service in full.
  
  You were charged fairly and transparently.
  
  
  We stand by the integrity and professionalism of our team and the legality of our billing practices. We also reserve the right to pursue recovery of any unpaid balance through collections as outlined in your signed agreement, and to defend our reputation against unfounded or misleading claims.
  
  Sincerely,
  Customer Claims Department
  **********************
  ?? ********************************

  Customer Answer

  Date: 06/09/2025

   
  Complaint: 23374923
  
  I am rejecting this response because:
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  Date:05/13/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of issue: April 12th, 2015 this moving company issued a quote for a move of $400.00. They also said this would cover 4 hours of load time and moving. Upon arrival at the destination, they refused to release my items unless I paid them $1000.00. Eventually, I paid the amount in the presence of a sheriff before they were directed to offload our items. At this point, all items were placed in the garage, which was also a breach of the original agreement since they were supposed to put the items in the appropriate rooms.

  Business Response

  Date: 05/28/2025

  We regret that your experience did not meet your expectations. However, we feel compelled to formally clarify the events of April 12, 2025, as the public statements you have made do not align with the official records, documented timeline, or the conduct observed throughout the course of your move.
  
  The total time required to complete your move was six and a half hours, as accurately tracked and documented by our crew. The original estimate provided to you was based solely on the information you submitted regarding the scope and conditions of the move.
  
  When it came time to settle the final balance, you declined to pay for the additional labor hours incurred, asserting that the extra time should be included at no charge. In order to resolve the matter transparently and professionally, our company made the decision to contact local law enforcement. The responding officer reviewed the signed agreement, verified the time worked, and confirmed that the charges were in full accordance with Florida law and the terms of our service contract. Based on this assessment, the officer advised you to proceed with payment, which you did at that time.
  
  Regarding your assertion that your belongings were placed in the garage in breach of agreement, we must respectfully correct the record: it was your explicit request to have the items delivered to the garage. Our team complied with your instruction, as is recorded in the job documentation. Had you requested delivery into individual rooms, it would have required additional time, which you declined to authorize.
  
  In summary:
  
  A total of 6.5 hours of labor was performed, not 4 hours as you allege.
  
  The additional charges were a direct result of the actual time worked and not a result of any improper conduct.
  
  The police were contacted by our company, not by you, and they confirmed the legality and fairness of our actions.
  
  Delivery to the garage was carried out per your specific request in order to avoid incurring further charges (hours).
  
  We retain full documentation of the service, including time logs, the signed contract, officer names and badge numbers, and additional evidence corroborating the facts presented here. Should you wish to receive a copy of the police report or any supporting materials, we are more than willing to provide them.
  
  Our company is fully committed to delivering honest, professional service. Publicly stating that we "refused to release your belongings" when documentation proves otherwise is not only inaccurate, but potentially harmful. We encourage you to resolve any further concerns through our official customer service channels.
  
  Sincerely,
  Claims Department
  Instamovers Florida
  ?? ********************************

  Customer Answer

  Date: 05/30/2025

   
  Complaint: 23317794
  
  I am rejecting this response because: the accounts were in accurate . The two individuals sent to complete the job continuously wasted time loading . Firstly, the time they were scheduled to arrive was 8:00 am. Instead they arrived at 7:00 and started the contracted time then. Net the present claimed to speak no English, as a result they pretended to not comprehend our I structio s. At no point did anyone give them authorization to repack out already packed goods. They removed all the blankets I used to pack my televisions and replace them with their own. When asked why they were unable to communicate. 
  

  the police were actually called by myself. No signatures were given on the documents they provided. No extra materials were authorized and they were forced by the officer to release our belongings after directed by the officers at the scene. 
  All communication in English was on the phone by an individual who was unknown to us and no form of Id was presented when asked. 
  

  The crew members locked themselves in the truck and did not communicate with us. The phone arrangements were finalized by **** who we were unable to contact. The job estimate given was for 4 hours and ant extra time was to billed at $90 an hour. According to the business the job went over to 6 hrs. Therefore the extra time was 2 hours. This means the actual cost should be $660. A $100.00 deposit was made so the balance due was $560.00 . Instead we were told that we had to pay $1100.00 or our belongings would not be released. Even after this was paid the crew refused to release until they were directed to by the officers on the scene who ordered them to do so. They were not authorized to waste time and materials repacking out already packed belongings. 

  Sincerely,
  
  Nadi ********

• Initial Complaint

  Date:05/07/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Friday, May 2, 2025, InstaMovers came to pick up my boxed and packaged furniture and belongings from a 1 bedroom apartment. I was quoted $405 for 2.5 hours of loading, 2 hours of unloading with 2 movers and a truck. Was told every additional hour after initial estimate would be $90 per hour. They took their time. Used my entire time allowed on loading only. They had no packing to do. My home was already staged to move. We left at the same time to depart to my new apartment. They somehow arrived 40 minutes after I did and wouldnt begin loading until I paid. I got a call from ******* to make my payment and he informed me that I owed them a total over $1500 or they would not release my furniture. I was bullied in to paying to receive my things or they would be taken to storage and I will incur more fees for storage and moving combined. I wa called again at 12:30am saying my time had ran out and l now owe them more money. Totaling over $1600 in the end or they wouldnt finish my unloading. I had no choice but to pay. Only to find out later, I had missing boxes and damaged furniture. I have called multiple times and no response. I am now blocked from communication and I find hundreds of yelp reviews with the same scam experience. Their reviews on ****** are fake and bought to cover negative reviews. The company has made no effort to contact me or return my calls. I called the police to file a report in order to get my money back but they cannot help as there is no criminal situation here other than being a victim of a scam. Every yelp review has the same exact story of being quoted one thing and charged another upon arrival and being bullied in to paying more or they wont release their belongings. The main mover was overly flirtatious and made me uncomfortable but I dealt with it to get my move done as I only had 1 day to do so before going back to work. I have no family here so hiring a mover was my only choice for help and I got scammed and bullied for more money.

  Business Response

  Date: 05/28/2025

  We appreciate the opportunity to respond to this customers statement and provide factual clarification.
  
  The moving job for Ms. ******** ****** took place on May 2, 2025, for a 1-bedroom apartment. The initial quote of $405 was based on information disclosed by the customer at the time of booking, including the assumption that there were no long walks (long carry), no stairs, and that the unit was fully packed and ready for immediate loading and unloading.
  
  Upon arrival, our crew encountered conditions that significantly deviated from what had been communicated:
  
  Long Carry at Origin: Our team had to walk over 400 feet to reach the truck, which adds substantial time per trip.
  
  Destination Conditions: There were two flights of stairs and another long carry walk at the delivery address.
  
  These factors are explicitly addressed in our service agreement under Clause 8 and Clause 17, which state that additional time or charges may apply in the presence of extended walking distances, or other unforeseen access limitations not disclosed in advance.
  
  The time of service was 04:37 PM on 5/2/2025 through 12:57 AM on 5/3/2025. These times are confirmed by GPS, crew time logs, and the digital bill of lading signed by the customer.
  
  At no point did the customer formally communicate a complaint through our established claims process, nor did she request any compensation or raise issues about alleged damage or missing items prior to posting online reviews. We have no record of any formal damage claim or customer service inquiry from Ms. ****** prior to her BBB submission.
  
  As per Clause 30 of the signed agreement, customers are required to settle the outstanding balance before the release of goods. This is standard industry practice and is not coercion. The customer was charged based on actual time.
  
  We refute the accusations of scam and bullying, as they are not only unsubstantiated but inconsistent with the facts and the signed contract. Our team acted professionally and within legal and ethical standards at all times. Any delays or added charges were directly caused by the unforeseen long carry conditions and extended labor required due to circumstances beyond our control.
  
  Sincerely,
  Customer Claims Department
  **********************
  ********************************************************

• Initial Complaint

  Date:04/23/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Sat Apr 19 my daughter had Instamoversfl booked to help her move from ****** to *******. The estimated agreed on amount was ****** incl tax (2 men, 1 truck) for 3.5 hrs. 1st thing I am aware of upon arrival was that they did not have everything boxed so they sold them 15 boxes and some tape. No where in the contract do I see that everything has to be boxed. I got involved when my daughter needed more funds for more time and supplies. Upon speaking to them, I was trying to get an understanding of the contract (I did not have at the time) and what it included and what the extra costs were. In the end I paid ****** more above the amount my daughter paid that morning for 2 more hours, more boxes and a TV handling fee (whatever that is). It turns out then they were done 1 hour earlier than estimated and they reuse to give me a partial refund of the extra hour. In addition I do not see where funds are nonrefundable if all the time is not used. What I do see is that final payment was due on delivery not before they continue their services. I also see on the final invoice 8 rolls of tape at *****/roll. Unless they are using the smallest rolls ever they couldn't have used 8 rolls. This company preys on people like my daughter who are looking for a bargain. They give you a good estimate then hit you with all types of extras. I see also truck rental of ***** when the contract was for 2 men and 1 truck which they had. This seems like double dipping to me. What I am asking for a refund to ME for the extra hour and maybe to my daughter a refund of some of the supplies (like 7 rolls of tape). The company so far refuses to discuss this further with me so I am turning to you for assistance with this matter.

• Initial Complaint

  Date:03/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i booked a moving of a antique reproduction stove from ******* Fl to Homosassa Fl and given a quote of ****** plus tax. I paid a deposit and was contacted the morning of the move. When the stove arrived at my cabin I was told I needed to pay an additional ****** dollars or the company would take my stove. i was never told anything about additional charges the times I spoke with ****** prior to pick up or delivery. We were forced to pay the additional fees or they would take the stove valued at in upwards of ******* dollars. I have seen the same complaints for this practice from this company and want compensation

  Business Response

  Date: 04/08/2025

  Thank you for your recent review. After a comprehensive internal review of the situation surrounding your move on September 29, 2024, we find it necessary to clarify the facts and address the concerns raised.
  
  At the time of your initial booking, critical information regarding the weight of the stove, which was approximately one ton, was not disclosed. As per our standard operating procedures, a surcharge of $80 was applied for handling heavy items, which is transparently outlined in our contract and terms of service. Had this information been shared at the time of booking, we would have been able to provide a more accurate assessment and guidance regarding the move.
  
  In addition to the heavy item surcharge, the stove required special handling due to its delicate and intricate structure. Our team took the necessary precautions to ensure it was properly packed and transported without risk of damage, adhering to the highest industry standards.
  
  However, we find it troubling that your review, submitted more than six months after the move, presents an inaccurate account of the facts. The review appears to be based on secondhand information rather than an accurate representation of the actual circumstances of the move. This delay, combined with the misleading nature of the review, raises questions regarding the intention behind the feedback.
  
  It is not uncommon for some individuals to misrepresent the true nature of their move in an attempt to secure a lower price, only to later leave a negative review to justify the discrepancy between the original quoted price and the final charges. In such cases, companies like ours are unfairly criticized for adhering to the agreed-upon terms.
  
  The charges applied to your move were in full accordance with our terms and conditions and were based on the actual details of the move, which were not disclosed at the time of booking. We take great pride in our transparent pricing and our commitment to providing reliable and professional moving services.
  
  InstaMovers Florida operates with integrity and professionalism, and we will not tolerate misleading or malicious reviews that attempt to discredit our reputation. We trust that future feedback will be based on a truthful and accurate account of the services provided.
  
  Sincerely,
  InstaMovers Florida 
  Claim Department