Insta Mover

This is by far the worst company I have ever encountered. I paid them to move from NOLA to Phoenix, and store my items for 3 months in the meantime in a climate controlled location. My mattresses were covered in mold on arrival. My 65" television was missing as were many other items. Countless items were broken. They had no accurate inventory, I had to tell them things were not mine when they tried to give me other people's items. They were days late with delivery. When I called them the day of delivery they were almost impossible to contact. Filed a claim, no compensation for my missing television, $60 for my moldy king sized mattresses. I would rather throw everything I own out then deal with this abhorrent company again. Thousands of dollars of missing and damaged property and was offered $300 in total compensation. DO NOT HIRE THIS COMPANY!

Move size: 4 Bedroom Home Service cost: $8000

To be frank, I’ve never worked with a worse company. In summary: they took a total of 45 days to deliver my items, tried to overcharge me (original estimate was $2400 and they tried to charge $3800), their movers were unprofessional, they damaged more than $4000 worth of items and lost my ENTIRE WARDROBE (estimated ~$15K).. Everything from socks and underwear to my nicest ski jackets. I’m now on month three of trying to get my things back, and they’ve admitted to having my dresser and ‘a couple of boxes’ but won’t ship them to me because of the distance.

Full Story:

In September I was moving from Nashville to Seattle. I booked movers though Move Smart, which is actually a broker company. The original estimate was $2,400 with a full pack service and included the move. When Insta Movers arrived on September 28 (a day later than originally planned), they began packing items and intermittently taking boxes down to a trailer. Keep in mind, I was living in a 700 sq ft apartment and was only taking about half of my furniture. After about half of my items were loaded into the trailer, the movers told me my move might be more than estimate, but weren’t sure how much more. The movers were at my apartment from 10am until 8pm, and took multiple hour + long smoke breaks. One of the movers asked me repeatedly to buy things from me that he was supposed to be packing. Once they were finally finished, they gave me a final bill, which was more than $3,800. They then proceeded to say that ‘their boss wanted to charge an elevator fee which was $600, unless I tipped them $150’. I didn’t know this at the time, but this was against their contract with Move Smart. I wanted them gone, so I gave them $150 (after buying them lunch). One of the drivers then came back to my door and told me it was ‘actually $150 each’. At this point, I knew it was a scam and told him that his boss could send me a bill, which luckily never came. I was really upset about the lack of professionalism from both the movers and the customer service reps from Insta Movers. At this point, Move Smart offered me $150 in refund for the issues.

Cut to October, I was in Seattle and called on an almost daily basis for an update on my move. The only update I got was that it was ‘in route’, but that the transportation company they used was in charge from there on out. But they couldn’t give me the information for the company. This continued until roughly until November 8th, at which point they gave me the logistic company’s manager’s number. From there, he was able to tell me the truck had broken down, and provided regular updates. My items were finally delivered on November 15th (my first available date of delivery was September 29th). This again was an issue where I was charged an additional $300 fee for shuttling. However, when they delivered the items I noticed immediately that my dresser was missing and multiple boxes were SEVERELY damaged. Multiple boxes had holes/crushed sides to the point that shards of glass were falling out as they unloaded them from the truck. I then realized that A LOT of items were missing. At this point, Youssef and Breanna (managers) approved reducing my total due to the original estimate.

On November 16th, I started calling both Move Smart and Insta Movers to understand what my options were, if they were able to find my missing items, etc. They almost immediately told me that they had found my dresser in their warehouse in Alabama, and would ship it out on the next truck to WA (I believe the first truck was supposed to go out the 19th or so of November) and that they would continue to look for my remaining items. However, my dresser was not shipped on that because ‘it didn’t fit on the truck’. They’ve since told me about weekly/every other week that my dresser will be shipped out the next week. However, it keeps getting pushed, because they don’t have a full truck to WA. On December 10th, the manager Breanna mentioned that they found ‘a couple’ of my boxes and would ship those out soon. Of course that soon is where we’re at now.

It is now December 15th, and again my items were not shipped. They routinely ignore my phone calls and give me bogus excuses and empty promises for when I’ll get my things. I’ve spent thousands of dollars out of my own pocket replacing items that I need to survive (winter coats, socks, underwear, sweaters, etc.).

I really do blame Move Smart for utilizing Insta Movers, as Insta Movers has horrible reviews on pretty much any website they’re on. But I’m confused as to how Insta Movers is still in business.

Insta Movers- if you’re reading this: please, PLEASE ship me my things. My father passed away 20 years ago and I have multiple tshirts and sweaters in my things with you all that I would desperately want back. I will pay a different moving company to pick them up from your warehouse and ship them to me. Anything. I just want my stuff back.

To any other reader: please just don’t use this company.

Move size: 1 Bedroom Home Service cost: $2800

Instamovers was two days late picking up my furniture. They were supposed to arrive between 11am and 4pm. They show up at 8pm with only two people to move my house. They then informed me that what my initial quote for the move was wrong and then proceeded to up-charge me when it was all said and done to 2 thousand dollars extra. They then stated that they can't guarantee a delivery time that I was initially promised. I had this pickup planned in advance and with my timeline there was no way to schedule another move. I attempted to work with the company to get my belongings delivered sooner but it never happened. In summary they delivered my furniture almost a month from the day they picked it up, where is sat in a warehouse with god knows what kind of conditions and caused over a thousand dollars in damage to my furniture and broken several of my glass ware. When they delivered my goods half the boxes were open and torn to pieces. My tv was initialing in a box and delivered without a box, cracked my headboard ,chipped my dresser ,tore my couch ..etc. I had to wash everything because I was afraid of bugs and possible mice got into my belongings. They gave us less than 24 hours heads up about the delivery of the furniture and stated if we were not there to pick up the items and pay the remaining balance that they would take off again and hold our property for another potential 30 days. Poor customer service.

Move size: 2 Bedroom Home Service cost: $3000

DO NOT MAKE THE MISTAKE OF CHOOSING INSTA MOVE.

I went with Insta Move and to this day regret it. Movers were two days late. On the third day they went to Panama City instead of Pensacola and were 5 hours late that day. After being told where the septic tank was they ran over it and got there truck's back wheels stuck in it. Repair cost $13,500.

To this day have not taken responsibility. Looking into lawsuit now. They tend to lie like dogs in summer. Other things happened as well but don't have the time to write them all. Please don't make the mistake that I did. I don't wish this experience on anyone. I'm wondering if I'll ever see my belongings again. I was told that my things would be in storage in Loveland, CO. This was one of many lies. Now told that my belongings are in Birmingham, Alabama. If there is a class action law suit being filed then I want in.

Charlie Butler

Move size: 3 Bedroom Home Service cost: $20000

Do not under any circumstances use this company! We are a military family and have moved over 10 times is this absolutely the worst company we have ever worked with. The quote you receive is NOT accurate. Also, you are promised that someone will call to review your moving details prior to move, no one will call you and when you try to call, no one will answer the phone or return your e-mails. Our movers showed up a day early, completely unannounced. We didn't even receive a phone call letting us know they were on their way. I was running an errand a hour from my house and received a call that they were at my house and I needed to be there ASAP. I asked why I did receive the call that I was promised to let me know what day they were coming and they told me they didn't have cell phone service. Even though I gave them a thorough list and count of our items, they brought a truck that was way too small. Half way through, I asked if we needed to leave some items off the truck and they said "no, it will all fit." It did not all fit and so we had to also get a u-hual to pack up the rest of our things. I could have made different decisions about what to take and what to leave, but by the time they got to the end and realized items would not fit, what was left were not items we could leave. They dropped several items putting them into the truck and now trying to arrange for delivery of items is a NIGHTMARE. This is the WORST company EVER and no one will help resolve any issues!!

Move size: 4 Bedroom Home Service cost: $10000

Please people do not use this company they are a shame these people have lied to me multiple times about my delivery they retaliation comes when complain about the awful services by holding your delivery moving back the dates, they my furniture to a whole other state, then lied to me again about 2nd delivery ?then no answers no phone call,no matter what they say to fix there errors all lies they will run you around lies, on top of that they sale your contract to another person, or company triple the prices and when you fight them back they keep your belongings in hostage until you pay and then they still won't deliver your items ,they all are working together in a big scheme to humiliate you and lie even when they admit to fouling up your moving process, they have had my items since May 24 2021 and it's July 2021

Move size: 2 Bedroom Home Service cost: $4327

Beware. I placed the move order between Tennessee and Georgia with a very nice lady at Brightline who asked me a series of questions and I received a quote. It seemed reasonable. I accepted it and booked it. I especially liked it because I was told it could be delivered in the 2 days I needed, with no hidden fees, and no cost per stair. Later, I found out it was all lies.

Fast Forward to moving day.

• The movers showed up 30 minutes after the max time they would be there. Putting everything behind. They did call, but still were late. They were nice and helpful, but it wasn’t about their personality.

• The movers looked around, verified the inventory, and then said, yep you guessed it, double the price. So a move that started around $3,000 was now almost $8,000. The number of items didn’t change, the size of the materials didn’t change, the amount of space didn't change, just cost more or they couldn’t move us. There were things like bulk item charges, step counts, things like that. The couch was the same size as a normal couch. Regardless, all these hidden fees came out to an extra 4000 on the day of the move. All the things that raised the cost were disclosed before the quote.

• I also found out that the movers were a different company called Insta movers. And everything that had been told to me by Brightline was not applicable. I contracted with Brightline. I was told that they didn't control that and we had to pay the movers what they were demanding. This tells me the price and delivery we contracted with meant nothing

In addition, things I were told on the phone, changed when movers arrived. Here is just three examples of at least 15.

• Moving milk carts, on the phone they told us to wrap them before the move, we did, but when movers showed they said had to be in boxes and charged to box them. They put one item in the boxes and charged us for more boxes.

• I was told that when the movers got there I could pay via Venmo or another electronic method. They showed up and said I couldn’t, they did take my credit card info down on paper. Still makes me nervous to think about it.

• Items that were on the list already, nothing new, we were told they quoted it wrong and should have charged us more. So the movers did because apparently they were subcontractors and had different rates.

Of course, they know we are stuck, things are on the truck and we have no choice but to pay. I file this review to ensure that everyone stays away from Brightline Moving and Insta Movers. Very friendly people and that's how they suck you in, but no trust in their ability to quote and they farm out their movers who then extort people on their stressful moving day.

Where's my stuff you might wonder. Days went by and I heard nothing.

Eventually, I was contacted by a person I never talked to before asking me why I didn't contact her. I didn't even know that was an option or who she was. She proceeded to point out all the spots I was wrong even though it contradicted what their agreement says and what their representative told me. It didn't help solve anything, but to allow her to tell me I was not scammed. She actually said, sorry you are unhappy, but it is out of my control. Keep in mind, her title was Operations Manager. If the Ops Manager can't help, who can? This is the first time that I found out that it could take up to 7 business days, not the 2 days I was told on the phone or by the movers. Which was in very small print on the contract.

Now the day things arrived

• It took 11 days, even though on the phone and movers both told me two days,

• I paid over 3 times the amount I was quoted and they complained about stairs, which I was charged for even though the contract said it wouldn't, but again that was not with contractors.

• Many things that they boxed were broken, boxes were dented in, and big furniture pieces looked like they were kicked with broken pieces and holes.

I'm posting this everywhere including with the BBB. Not once has anyone apologized for the confusion or contradiction in their own agreement or even misleading me from the order taker and movers on delivery date and cost. All they said was they’re busy and I was lucky it didn't take 30 days. I didn't ask for a refund or a credit, the movers work hard. The salespeople will tell you anything you want to hear on the phone. Don't believe them. The only thing preventing me from taking them to court is I didn't record the phone calls where they told me different things that were not true. They will also rush you through the signing and hold on the line. Take the time to read the fine print. It will contradict what they have written in bold at the top of the agreement and what they assure you on the phone to be true. That's how they get you. Tricks to get me to pay more and unable to keep their commitments. Don’t trust them.

I'm still in shock that this industry still is not regulated enough to protect us from this type of unethical behavior.

Move size: 2 Bedroom Home Service cost: $8000

DO NOT USE EAGLE MOVING OR INSTA MOVERS FOR OUT OF STATE MOVE

Eagle moving was suggested to me by my recruiter.

Eagle moving gave me an estimate based on an inventory list I supplied.

Started at $4900.

I added a few more items to my inventory before the movers showed up.

This jumped my cost up to $7000. It was 100 cubic feet. Added another $2,000.

Eagle movers told me they were a full service mover. So on moving day I expected a professional moving company to show up called "Eagle Movers".

Instead, I found out they are a broker, and they contracted a terrible 2 star company out of Birmingham called Insta-Movers.

The guys moving were nice enough, but clearly not professional movers.

No stair protection was put on the stairs.

They used my broom to prob the door open and destroyed it, instead of using a proper wedge. Things a professional moving company would not do.

I was not told by Eagle moving company that there was a hidden stair fee. I also told them I had a dresser mirror during estimate stage.

They did not tell me it was extra to wrap and crate it.

I told Eagle movers I had a China cabinet

They did not tell me there was an extra fee to crate it.

Another hidden fee.

On moving day

Instamovers added another 250 cubic feet which they didn't even use, which bumped me up to 8,900.

Some mistake was made on my paper work, a discount of $1,600 was shown.

After I signed everything insta-movers dispatch called me and told me I owed them another $1,600 for and added 250 cubic feet that the driver added to make sure they were covered with space.

I haven't received my stuff here yet, and I'm absolutely furious with the entire situation since I went from $4,900 to $8,900.

On arrival day

I was told mover would be there at 5pm

They called at 6 and told me they had a truck issue and would be there the next morning (I don't believe that for a second)

I was also told they only accept money order or cash even though my receipt has an option for cashiers check.

My receipt from pick up with my list of items has 3 methods of payment to pick from

Cashiers cheque

Money order

Cash

They would not accept my cashier check from Bank of America.

I had to scramble to get cash

Truck didn't show up in the morning

I had to call them and ask where they were

Said the truck still wasn't fixed

ill post an update once my goods are delivered

Move size: 2 Bedroom Home Service cost: $9000

They showed up on moving day and doubled the price, trashed my house, held our furniture hostage for weeks, broken items they wrapped, and on delivery day their workers didn't show up so we ended up unloading. Total crock! They were subbed out by United aka National Relocation. Avoid them all! The move was supposed to take a day, they showed up late, day 2 the truck broke down an they couldn't find one. Said our estimate was no good that we would have to sign new paperwork or they would leave. AWFUL - SCAMMERS 100%

Move size: 3 Bedroom Home Service cost: $12000

BEWARE!! Zero stars. Unethical movers that took advantage of my elderly parents. They charged max amount and doubled our original estimate even though they packed less things than what we originally told them. Totally took advantage of us and needing to get my parents out of a bad situation and closer to family. Even in a desperate situation, be aware of what you sign and know you’re going to pay the “max amount.” I’ve spent hours on the phone with these people and they offered no compromise or help. UNETHICAL AND DISGUSTING. DO NOT USE THESE PEOPLE.

Move size: Partial Move Service cost: $4400