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:03/11/2025

  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.

  MOVE 2/10/2024. SPOKE TO **** ** GAVE A BID OF 4--5 HRS AT A $90 A HR SPECIAL. HE WAS TOLD IT WAS A 2 BEDROOM CONDO WITH NO STEPS,HE WAS TOLD WE HAD 3 PIECE ENTERTAMENT CENTER---2 TV--2 HANDICAPPED MOBILITY SCOOTERS---A TOOL BOX- KEY BOARD--MIRROR-NO STOVE ,FRIG,WASHER ,DRYER .ON SHOWING UP AT 7:30 AM, THEY TOOKS PICTURES OF EACH ROOM,2 MEN DID GREAT JOB,TOOK 4 HRS TO LOAD TRUCK. TRUCK WAS TOO SMALL AND COULD NO COMPLETE MOVE, NOT LOADED, 1 LIVING ROOM CHAIR,COMPUTER,1 PIANO KEY BOARD,PLANTS AND OTHER ITEMS. ON ARRIVAL AT NEW ADDRESS,LESS THAN 3 MILES FROM *****. ON ARRIVAL **** IN DISPATCH W0ULD LIKE TOO SPEAK TO ME.HE INFORMED ME **** WOULD BE $1915.14 ALL READY GAVE HIM $100 TO HOLD SPOT.HE SAID THEY WOULD NOT UNLOAD,WITH OUT. I HAD NO CHOICE BUT TO PAY.CALLED **** IN DISPATCH DID NOT WANT TO TALK ABOUT IT..CHARGES ARE TAPE 9X $10TOTAL$90---13 LARGE BOX 13X6 TOTAL $78--TRUCH FEE $165--MOVE MOBILITY SCOOTER 2X$50 EACH TOTAL $100--2 TOOL TOOLBOX 2X$40 TOTAL $40--ENTERTAMENT CENTER 1X$80 TOTAL $80--FREEZER TOTAL$40--SHRINKWRAP--1--TOTAL $100--AND MANY MORE,FOR A TOTAL OF $2015.14 PRICE$720 TO$2015.14 I CALL THIS SENIOR FRAUD AND SCAM

  Business Response

  Date: 04/08/2025

  Dear ****** and ****** ******.
  
  Thank you for providing us with the opportunity to publicly address the details of your move. We have thoroughly reviewed your case, and we would like to clarify several important points to ensure transparency and resolve any misunderstandings.
  
  As you mentioned, you were informed that there would be no appliances involved in the move; however, upon arrival, our team found a freezer that was full of food and had not been defrosted in advance. This was a critical item that needed to be accounted for in the move, and we made sure it was properly handled. We understand that sometimes details like this can be overlooked during the initial booking, but our goal is always to provide a seamless and accurate service.
  
  In response to your comment about the photos taken by our team, these are standard industry practices known as "pre-move photos." These photos are used to document the condition of the property and the items being moved. They serve as a record for both parties to ensure that any existing damages to your belongings are clearly noted and cannot be attributed to the moving process. This helps prevent misunderstandings and ensures accountability for both the customer and our team.
  
  Regarding the size of the truck, our team arrived with a 24-foot truck, which is typically sufficient for a 2-bedroom condo or apartment. If we had been informed in advance that the inventory would include additional items beyond the original list, we would have arranged for a larger truck to accommodate your needs. We always strive to meet our clients' expectations, and had we known of the increased load, we would have made the necessary adjustments ahead of time.
  
  Its also important to note that the price you received was based on an estimated 4-hour move. However, as is often the case with moves, additional time was required to complete the job, and the total time taken was 7 hours. 
  
  We want to emphasize that our team worked diligently and professionally to ensure the move was completed. A scam would involve non-delivery of services, theft, or failure to fulfill the agreed-upon tasks none of which occurred during your move. Our practices were in line with industry standards, and we are committed to delivering exceptional service to all our clients.
  
  Sincerely, InstaMovers Florida 

  Claim Department 

• Initial Complaint

  Date:03/06/2025

  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.

   
  Complaint: 23025536
  
  I am rejecting this response because:

  You sent numerous emails and texts confirming , 90 minutes after your time to start the move you call and say they were stuck on another job as our previous conversation has stated by you . You had no action to arrive on time or even do the job that day . Then on our last phone call you told me to cancel the job . Thats your way of saying I cancelled . You didnt show up, took my money and scam people based on your actions . You didnt move me as planned you didnt show up , Im going to keep fighting for my refund . If you send me 90% of my payments you took I will drop this . But I will only keep stating the truth based on my experience with your company !! 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 04/08/2025

  Dear Mr. ******************* you for bringing your concerns to our attention. We take customer feedback very seriously and have initiated a thorough investigation into the events surrounding your move.
  
  As we mentioned during our various communications on the day of your scheduled move, we confirmed our arrival time to be around midday. According to our records, we received a cancellation notice from you just moments before our team was due to arrive. As a moving company, we coordinate significant resources, including personnel, trucks, and equipment, to ensure a smooth and timely service. A same-day cancellation, especially minutes before our scheduled arrival, presents operational challenges that are difficult to address on short notice.
  
  This is clearly outlined in our contract to ensure that our policies regarding cancellations are transparent and understood. We understand that situations can change, but we must emphasize that last-minute cancellations, particularly after confirming the service, disrupt our operations and affect our ability to serve other customers efficiently.
  
  We strive to maintain high standards of service, and we hope you can appreciate the need for clear communication and adherence to our cancellation policy.
  
  Sincerely, InstaMovers Florida 
  Claim Department 
  

• Initial Complaint

  Date:01/22/2025

  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.

  They DROPPED my dresser off of the sidewalk and broke it! I accept that I did not take their ******************* but I don't believe that gives them ***** ******* to not accept responsibility for their actions. Also, their estimate for cost said NOTHING about a truck assessment on the day of move (nor did they say anything about it during conversation) and virtually held my stuff hostage until I paid an additional $500ish that I was not prepared for.

  Business Response

  Date: 02/15/2025

  We are writing in response to your recent communication regarding the issues you raised concerning your move on [insert date]. We would like to take this opportunity to address your ongoing concerns and clarify the situation once again.
  
  As previously addressed in our detailed response on November 11, 2024, we thoroughly investigated the matter and provided a clear explanation of the circumstances surrounding the damage to your dresser drawers. Our team followed the appropriate procedures, and during our pre-move conversation, we informed you of the necessary precautions for the safe transportation of your furniture, including the need to empty the dresser drawers.
  
  At that time, you opted to decline these services and signed the Release of Liability, Waiver of Claims & Indemnity Agreement, which clearly outlines that any damage resulting from not properly preparing your items would be your responsibility. Despite this, our team took additional measures to secure your furniture during the move. Unfortunately, as per our standard practice, the dresser drawers were not emptied as recommended, which contributed to the misalignment of the drawers during the move. This situation was also documented with photos at the time of the move, which were provided to you in our previous response.
  
  We understand that you may still have concerns, but as we have thoroughly reviewed all aspects of the move, we must reiterate that the damage to the dresser drawers occurred due to the decision to not empty the drawers before transport. Our team acted in accordance with company policy, and we believe the solution we previously offered is both fair and reasonable.
  
  Please note that our company values transparency and professionalism in all of our dealings. The complaint was fully addressed and resolved as of our November 11, 2024, response. We kindly ask that you refer to our previous communication and consider this matter closed. Should you have any further inquiries or need assistance in the future, we are always here to help.
  
  Thank you for your attention to this matter. We trust that this resolves any lingering concerns, and we appreciate your understanding and cooperation.
  
  Best regards,
  *******
  InstaMovers Florida

• Initial Complaint

  Date:01/13/2025

  Type:Order 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.

  I contacted this company and was provided a quote for less than $700. I paid a deposit and was pending to pay the remaining balance. I am aware there could be additional costs for excess time. The day of the move, after getting to the destination property, I was quoted over $1800 which of course I had to pay because they had all my stuff in the truck. I need explanation on why my quote tripled from the original quoted price and why was I NEVER advised of this predatory practice by any of the multiple people that called me to engage and confirm this service

• Initial Complaint

  Date:12/09/2024

  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 received a quote from this company for $315. When I decided to go with them ******* had me on the phone walking me through docusign. I clicked and initialed and signed the contract on my phone with him on the other line. I paid a $52 deposit. Not once did he tell me the price could be higher. If he did I would have asked how much higher. I trusted him. The move was supposed to be at noon and they called the night before and asked if they can come at 8am. Which was an inconvenience for me. They loaded the truck and met me at the new home. This was a one bedroom, sofa and love seat. With boxes. The movers told me their boss will call for payment. He called and told me that the balanced owed was $851. What??? I was in shock and hysterical. It was a bait and switch. I pleaded with him on the phone. He told me if i didnt pay they would have to call the police on me. I told him they never said it would be higher. While the movers were next door at my neighbors garage sale. He told me i should have read the contract. This is poor business communication. Theyre not trustworthy. $500 more for what. I want a refund. This has caused me stress and financial heart ache.

  Business Response

  Date: 01/13/2025

  We have conducted a thorough review related to your move and would like to address some inconsistencies that need clarification.
  Firstly, we do not use DocuSign. Instead, we utilize a specialized software with a client portal for those who are unable to sign in person. This system records the exact time and date when the document is signed and accepted by the client. As such, we can confirm the precise date and time of your signatures.
  Secondly, as stated in our contract, if there are significant details that were not disclosed during the initial call, and additional work is required on the moving day, it is expected that the extra time spent will be compensated, as we are an hourly-based service. Your original move was quoted for 3 hours and 30 minutes, but we needed 5 hours and 45 minutes to complete the entire process.
  We take great care to be specific, transparent, and clear with all of our clients to ensure proper communication. Additionally, we provide written documentation to prevent any confusion.
  After reviewing the details of your move, we can confirm that the billing aligns directly with what was agreed upon in our contract.
  Thank you for your understanding.

  
  Sincerely, **** M / Claim Department

  InstaMovers Florida

• Initial Complaint

  Date:11/26/2024

  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.

   
  Complaint: 22607947
  
  I am rejecting this response because:
  
  Sincerely,
  
  ********* ******, no bubble wrap or blankets. Once we got to the new place while their driver was trying to park, he scratched a rental car I had which was parked on a parking spot. And the only reason he stopped was because I yelled out, you're scratching the car! Otherwise, he would have taken the entire back bumper. Since it was a scratch and a mistake, I decided I wasn't going to file a claim. After that, I just wanted them to unload and leave, I'd had enough. Their boss, ****** was on the phone at the time to tell me the new total, $1,200. I asked why so much since he quoted me something different. He stated the stairs, I said to him, you knew it was a townhouse, travel time etc...Their calls recorded and mine. He charged me for every material they used plus the TVs. Big tv broke on the right upper corner which caused a bigger crack across it. They are not taking responsibility for this, stating they didn't do it and they don't know if it was working. ******* came to the room, tv was on.

  Business Response

  Date: 01/13/2025

  Dear ********* ******,
  
  We deeply regret that your experience did not meet your expectations. However, it is crucial to address several key inaccuracies in your claims.
  
  Our company operates under clear and detailed contracts provided to client's weeks before we perform our services. From the outset, we ensure that every customer understands the charges, terms, and conditions of our professional moving services. As you mentioned, we arrived at 6:50 am to meet your needs and worked non-stop for 8 hours and 15 minutes to complete your move. Expecting two professionals to work from 6 am to 3 pm, without a break or time to eat, and not pay $90 per hour is not only unreasonable but also a violation of basic labor rights. Under U.S. law, time and labor must be compensated fairly. Would you work under these conditions without pay?
  
  Regarding materials, when you hire a professional moving company, you are trusting our expertise, not instructing us on how to perform the job. Our team used all necessary materials to protect your belongings, including tape to secure boxes, which is a standard practice. Did you expect materials to be free? When you visit a restaurant, do you assume the food is free? Professional services and their required materials come with associated costs, which were transparently outlined to you weeks in advance as part of your agreement.
  
  As for your TV, it was delivered in perfect condition to your new home. Additionally, you did not allow our employees to disassemble or install it, which limited our ability to guarantee its condition during the move. Holding us responsible for something we were explicitly not permitted to handle is not only unfair but entirely inaccurate.
  
  You also mentioned the scratch on your rental car. From the beginning, we made it clear that we were willing to assist you in filing a police report to document the incident. However, you declined and insisted you did not want the police involved. Decisions like this reflect your handling of the situation and absolve us of any further responsibility.
  
  Before we unloaded your items, we explained the charges and the total cost of $1181 plus taxes. Taxes are not optional in any legitimate business transaction. When you purchase goods or services at any establishment, taxes are a mandatory part of the payment. Why should this situation be any different? If your original estimate was based on 4-5 hours of work but the move ultimately took over 8 hours(double), how could you not expect to pay for the additional labor and time?
  
  If you have further concerns to address, we encourage you to contact our customer service team directly. 
  
  We are proud to be recognized as one of the best moving companies in Florida and remain committed to providing high-quality services. If our professional services do not suit your expectations, we suggest considering alternatives like U-Haul, Penske, or Budget, where you can manage your move independently in the future.
  
  Sincerely,
  *** ******
  Complaints Department
  **********************************************************

• Initial Complaint

  Date:11/01/2024

  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.

  When I spoke to ******, he said the additional fees associated with the large items (mirrors) were due to them needing to be packed with special materials (he specifically said wrapped and placed inside a box), but when we arrived at the final destination I saw the mirrors were not handled in any special way, not even wrapped. I was also charged for a box that I never saw, nor did the team use a box for any of my items.

  Business Response

  Date: 11/09/2024

  Hi,
  We take every customer comment with the utmost importance and respect. Therefore, we conducted an exhaustive internal review of your move, including a detailed examination of the security footage from our truck to verify the handling and care of your items. Our team ensured that your glass items were carefully packed and protected, and they were only unpacked at the delivery point. We also observed that the two movers assigned to your move worked diligently until 12 PM to complete the job without incurring any extra charges for overtime.
  We sincerely value all feedback as it helps us maintain our high standards. Our movers are consistently recognized for their dedication and professionalism, and we have full confidence in their capabilities. We are proud to uphold our commitment to quality service and sincerely regret not meeting your expectations on this occasion.
  Thank you again for choosing InstaMovers Florida. We remain committed to providing exceptional service and appreciate the opportunity to serve all our customers with the utmost care and respect. If you need further assistance, please do not hesitate to contact us.
  Claims Department, ****** **** *******************************

• Initial Complaint

  Date:10/15/2024

  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.

  8/17/24 moving company was hired to move me 2 miles down the road was quoted 500 for the move and booked the hours they suggested disclosing I had a safe and 3 flights of stairs to the company then come moving day after they loaded my stuff they charged me ***** to unload it have been trying to get ahold of them me and my family have called them dozens of times and refused to even answer us or hang up on us we just want to know why it was so expensive they would not tell us

  Business Response

  Date: 11/09/2024

  Hi,
  
  Thank you for bringing this to our attention. We have conducted a thorough investigation regarding your move and have come to the following resolution.
  
  We listened to the recordings from the day of your move and reviewed the cameras on the unit that assisted you. The services provided on the day of the move were communicated to you beforehand and authorized by you as the client. We also reviewed our call system and found no calls following your move.
  
  We find it very strange that you claim not to know why your move cost. Our records show that you opened the email with your invoice at 12:08 PM on August 18, 2024, and there was no issue with viewing the invoice. Additionally, your initial estimate was for 3.5 hours, but the move was completed in 5.5 hours due to the three flights of stairs at the destination where a 300-pound gun safe had to be carried up. This extra time was necessary to ensure the item was moved without damage.
  
  We hope this response provides better context for your move and what occurred during it. According to the information provided from your first call with us, we clearly explained how our services work, including the requirement to pay for any additional hours worked at the agreed hourly rate.
  
  Thank you for choosing InstaMovers Florida. We remain committed to providing exceptional service and appreciate the opportunity to address any concerns. If you need further assistance, please do not hesitate to contact us.
  
  Claims Department, ****** **** *******************************

• Initial Complaint

  Date:10/14/2024

  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.

  Yesterday 10/08/2024 this company was hired by my mother to help move her house before the hurricane. The details were discussed and she was quoted 450$. Once the company was on scene, it was clear they were intentionally trying to waste time to get more money. We decided half way through, while still at the 4 hour ***** with not enough done, we would stop their services and finish the move ourselves. The quote was 90$ an hour, we should have only been at 390$ and then they had to drive 26 minutes up the road, and unload the truck. Reasonable another hour or two, which they milked for another 4. When speaking to the owner, and voicing complaints, the owner agreed to honor the original 450$ quote, whithin 10 minutes he then charged our card for 1,200$ after just verbally agreeing to charge for 450$ and cited him being able to do that, as "we signed a contract." The owner fraudulently agreed to one price, and then charged for 3x that price, with only half of the job completed by his workers.

  Business Response

  Date: 11/09/2024

  Hi,
  
  Thank you for allowing us to clarify and provide the correct context for your recent move. The move was initially estimated for 5 hours, starting at 11:40 AM and finishing at 7 PM (7.5 hours in total)
  
  We believe the name of your mother is ******** Childress, as you share a similar last name. According to our records, you have never been a client of our company, and we have no match for your name in our system. After listening to and analyzing our calls, we see that we called to inform about a live edge wooden table that required special preparation for transport, to which your mother agreed. We always notify the client beforehand, allowing them the option to decline the service if they believe the item is not important and does not need professional preparation.
  
  As professionals with over 35 years in the industry, we always offer FREE preparation alternatives and other PROFESSIONAL PREMIUM options. The client is free to choose the option that best fits their budget, and we adjust to the client's needs accordingly. We never deliberately waste time to inflate a bill, and we take such accusations very seriously. Our team members have a tight schedule, with more than 4 moves assigned per truck per day. Wasting time is not an option for us, as we have a busy agenda to follow daily.
  
  If the move cannot be completed in the estimated time due to factors beyond the company's control, we inform the client and ask if they want us to stop with what we have loaded so far or if they wish us to continue working. We never use the client's time for our benefit, and we always ask if the client can pay for the additional time. 
  
  We hope this message provides a clear understanding of the events and maintains a narrative based on honesty and transparency between both parties.
  
  Thank you for choosing InstaMovers Florida. We remain committed to providing exceptional service and appreciate the opportunity to address any concerns. If you need further assistance, please do not hesitate to contact us.

  Claims Department,
  *********************
  *******************************************************

• Initial Complaint

  Date:10/04/2024

  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.

   
  Complaint: 22379745
  
  I am rejecting this response because:

  This photo shows the time stamp of the movers completed job at 10:35pm after my wife, my self and a friend had to unload the truck ourselves into the home due to the hired movers not doing there job. I have phone records with time stamps showing the calls made back and fourth with insta movers and then my number having been blocked. They tried to take advantage us right after a hurricane. A truly shameful act, I will be reporting this with our evidence to the media and authorities.
  
  Sincerely,
  
  ******** ******

  ******. The estimate provided says items will not be disassembled without approval.Additionally, driver threw trash from his lunch, and cigarette butts on the ground which my wife had to pick up. When I discussed this with the driver, he stated they were from his brother who had hung out while delivering the food. The brother had no reason to be on the property. The driver also urinated outside at the side of the house, when we gladly would have let them use the restroom. A police incident has been documented since there were neighborhood children outside.The booking representative, ******, did not include the $200 truck fee in the estimate provided. He was very rude and unprofessional, and when I spoke with him about the additional charges, he said he was going to charge an extra 30 minutes for wasting his time. When I told him about the driver urinating outside he shrugged it off. He then blocked my number, so I could not call him to discuss over charges.

  Business Response

  Date: 11/09/2024

  Hi,
  
  Thank you for bringing these incidents to our attention. We will conduct a thorough review of what happened during your move, and we will also meet with the team members involved to discuss the events and ensure such incidents do not occur in the future. We reiterate our sincerest apologies for this incident, and we assure you that we are committed to preventing it from happening again. Rest assured, we will review the truck's camera footage to verify the events of that day and to ensure they do not reoccur.
  
  Lastly, we have reviewed our call system and can confirm that your number has not been blocked. However, we noticed that your move finished at 1 AM. If you made calls between 8 PM and 1 AM, it is understandable that you did not receive a response during those hours as our general customer service offices are open from 8 AM to 5 PM, Monday to Friday. The dispatch team is only responsible for ensuring the truck arrives safely for the unloading process.
  
  Again, we apologize for the inconvenience caused by our team members in your home. We remain committed to providing exceptional service and addressing your concerns with the utmost seriousness.
  
  Thank you for choosing InstaMovers Florida. If you need further assistance, please do not hesitate to contact us.
  
  Best regards, ****** **** Claims Department *******************************