Posted an ad and a guy called me right away. Booked a removal service and paid advance, got receipt and confirmation. On the day, NO SHOW! I called them 9 times - no answer, sent emails - no reply. Fi... See more
Instant Move Scotland
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See what reviewers are saying
The team from Instant Move Scotland is fantastic and really professional when doing the move. I had the mixed outing with them as dates got postponed once from my end once from there end. Although I... See more
Company replied
Darryl, Ryan and Robbie were absolutely fantastic. Lovely guys that made my move from East to West Scotland super smooth. They were polite, friendly, profession, happy and extremely efficient. Thank y... See more
Company replied
Kieran and his brilliant team made a very difficult move run wonderfully smoothly. Cannot recommend them highly enough. Moved from a large three floor Edinburgh townhouse to a smaller double upp... See more
Company replied
Company details
Written by the company
At Instant Move Scotland, we are more than just a removals company; we are your dedicated partner in making your relocation a stress-free and efficient experience. Based in the heart of Edinburgh, we extend our expert services across the entire UK. Our team have over 5 decades of unparalleled experience, a versatile fleet of vans, and comprehensive insurance coverage, we are your go-to choice for all your moving needs. Why Choose Instant Move Scotland? 1. Decades of Expertise: Our team have over five decades of experience in the moving industry, we have honed our skills to perfection. Whether you're relocating a small apartment or a large estate, our seasoned team knows the ins and outs of a smooth transition, ensuring your precious belongings reach their destination intact. 2. Nationwide Coverage: Our services are not limited to Edinburgh alone. We take pride in serving clients across the entire United Kingdom. No matter where your new adventure takes you, we're here to facilitate a hassle-free move. 3. Diverse Fleet: We understand that no two moves are alike. That's why our fleet boasts an array of vans in various sizes to accommodate all your moving needs. Whether it's a single item to a single-room, to large offices and everything in-between , we have the perfect vehicle to transport your possessions securely. 4. Comprehensive Insurance: We prioritize the safety of your belongings above all else. Our full insurance coverage ensures that your valuables are protected in the rare event of unforeseen circumstances. Our Commitment to Excellence At Instant Move Scotland, we believe that moving should be an stress-free journey, not a daunting task. Our dedicated team of professionals are committed to making your move experience seamless. From meticulous packing to efficient transportation and unpacking at your new destination, we handle every step of the process with care and precision
Contact info
3 Hill Street, Third Floor,, EH3 2JP, Edinburgh, United Kingdom
- 07342571220
- Hello@InstantMoveScotland.co.uk
- instantmovescotland.co.uk
Scam - no show, no refund
Posted an ad and a guy called me right away. Booked a removal service and paid advance, got receipt and confirmation. On the day, NO SHOW! I called them 9 times - no answer, sent emails - no reply. Finally, they sent a text in whatsapp that they cant do it and they will refund the advance. It's been 2 months and I did not receive anything. They just ignore! When will I get back the money? Don't tell me you've processed it and its with my bank, its a joke that everyone who scams says!
5 February 2024
Unprompted review
Do not use Kieran is still due the…
Do not use Kieran is still due the staff there wages and hasn’t paid or got back to any one and this was over the full of December even the workers have been getting calls from the customers asking where there belongings are. DO NOT USE
5 January 2024
Unprompted review
Do not recommend
Do not recommend. Cancelled my removal with a week to go by email, not even the heart to phone and apologise. Have continued to take payment through Clearpay despite me asking them not to. A month later I am still waiting for a full refund. They have not responded to any emails or answered any phone calls since. Very unprofessional and untrustworthy. Please don’t waste your money or add to the stress that we have during a house move. I have spoken to someone who is taking them to small claims court. Says it all!! At least have the humanity to respond and payback what I am due!!
6 December 2023
Unprompted review
Scammers, Be Careful!
They got the deposit and then just after that they did not answer to any of my million calls to all their numbers, neither to many emails I sent and whatsapp messages. They did not turn up on the move day and left me stressed with all my stuff.
Difinitly Scammers!
They might anwer to this review with some ridiculus excuses but don’t trust them at all.
24 December 2023
Unprompted review
Terrible experience
Terrible experience. It has been a week to date since my experience with Instant Move Scotland who contacted me after I put my details into a website for removals companies.
Time for starting kept getting moved, in email was 8am, then on the day it was expected between 8-8:30am then 9am because of traffic then it was they are on/over the bridge, then radio silence for a period. Person I dealt with directly, had relatively poor communication on the day of the move until eventually I got a response promising compensation on final invoice for messing me about in the morning. The job was then handed to a “sister” company, make no mistake this was a man and van service organised through 3rd party website with an advert for urgent removals requirement.
During initial quotation was told I would get everything in one van and that the price was 550. Paid 325 deposit, I paid 100 extra for 2 beds to be dismantled at old address and reassembled at new address for a total of 650. I was then offered 85 pound of compensation, 565 total and balance of 240 outstanding.
Their quotations say in black and white “I’d like to emphasise that this quoted price is all-inclusive, meaning there will be no additional or hidden charges”, however I was told they didn’t want to charge me extra/overtime rates but then asked for an additional 225 pounds for overtime! This was because there wasn’t a lot of “wiggle room to argue” with a “sister company” as the van needed to make a second trip! They were apparently taking a hit on the job, however I have strong reason to believe the people moving were being paid a fraction of what I was paying Instamove Scotland.
In my experience in any field of work, construction, tradesmen, engineering, if you price for a job and the quote is for 2 men, 1 large van, 6 hours (including travel time) and provide a quote not an estimate, that is your issue any additional costs unless outwith your original scope or something unexpected was encountered, i showed them my home and listed all my items prior to removals so there was no excuse to send a wrongly sized van or they should have accounted for a 2nd trip. However the van never arrived until nearly noon on the move in day and not even the original company or time agreed. This caused undue stress and problems as keys had been received by this time and the people moving to ours were ready to go. I felt like my stuff was being held ransom and was told they wouldn’t complete the move unless I paid the final sum + the additional charge. I have read the T&Cs as suggested by the person I was dealing with and there is no statement of additional charges within them for van runs, 2 men for 6 hours in 1 van was the quote. Was told to just pay and complain down the line, was told by the person I was dealing with that his manager was demanding payment and was putting pressure on him, asked to speak with the manager (not named), said I would pay the original bill forgetting about the compensation offered and he said he couldn’t because this was the number the system was spitting out at him. Finally agreed on paying an extra 75 over the ORIGINAL quote to get the deal over the line. Still will never understand why as They were finished by 5pm and even with travel Time it would have been around 6 hours.
Job would have been done quicker had they not held up the job demanding additional payment. Despicable behaviour. Finally the beds were not rebuilt in the new home so lost another 50 there from half a job.
The guys from the 3rd party were great and very polite and helpful, no damage. Helped them out as it was the two of them. However they did not have all the job information that i discussed with the person I was dealing with at Instant Move Scotland.
If the company would like to reach out to me, I have all of the texts.
7 December 2023
Unprompted review
Reply from Instant Move Scotland
Dear Philip,
Thank you for sharing your detailed account of your recent experience with Instant Move Scotland. We understand your concerns and would like to provide further clarification on the points you've raised.
While we generally prefer to work collaboratively with our customers to find reasonable solutions, we want to acknowledge, as you've specifically asked us to refer to our terms and conditions, that they play a crucial role in guiding our actions and commitments during exceptional circumstances in this response.
We sincerely apologise for the challenges you faced during your move, and we acknowledge that delays and changes to the schedule caused frustration. Our commitment to transparent communication is paramount, and we did our best to keep you informed, especially during the periods of silence when our team was actively making alternative arrangements to ensure your move could proceed on the same day.
One significant challenge we encountered was unforeseen delays, including staff sickness and traffic, which led us to outsource the job to a third-party provider. We did this to ensure we got you moved that day and to minimise any further disruption. This decision was made under clause 16 of our terms and conditions, which allows us to sub-contract some or all of the work. We want to emphasize that less than 2.6% of our jobs have required outsourcing, and it is not a common practice for us.
Regarding the additional charges, due to the larger-than-expected items, more boxes than declared, and various add-ons, a second trip became necessary. This is outlined in clause 1.2 of our terms and conditions, where we clearly state that additional charges may apply for any additional services. e.g. additional trips.
We also make it very clear in our quotes that while there is an allocated time, this only includes 1 trip. Additional trips have additional costs to us as a company such as fuel and van wear and tear, therefore these have to be charged.
Finally, we acknowledge your frustration with the payment process and the feeling that your goods were being held. We took responsibility for the delays by compensating you significantly, absorbing a loss of just under £750 on this job, even after having to pass additional costs on to you. However, when an additional trip was required, it incurred charges, and unfortunately, you were not willing to pay the remaining balance or the additional charges. In such situations, under clause 14 of our terms and conditions, we reserve the right to withhold goods until all charges are settled.
We want to assure you that we take these measures reluctantly and only when necessary to protect against non-payment. Our goal is always to find fair and reasonable solutions, and we regret if this aspect of the process caused further frustration.
When our office team managed to come to an agreement with you and the payment was made the team completed your move.
We also appreciate your recognition of the professionalism of the third-party team. All third parties we use under go strict compliance and standard checks by us to ensure we are using the best.
It's important to note that they offered to rebuild the beds at your new address, but you declined their assistance, expressing your intention to handle it yourself.
In summary, we appreciate your feedback, and we genuinely apologize for any inconvenience you experienced. We took significant steps to compensate for the delays and absorb costs, adhering to our terms and conditions in the process.
If you have further concerns or would like to discuss this matter in more detail, please feel free to reach out directly to us by email on Hello@InstantMoveScotland.co.uk. We value your feedback and are committed to learning from your experience to improve our services.
Thank you for your understanding, and we hope to have the opportunity to address any outstanding issues.
Best wishes,
The Instant Move Scotland Team.
Our house move 1st Dec
Very proactive in the beginning for booking.
We did have to delay our start time, due to house buying/ selling. Guys were understanding.
2 guys moved us (so sorry forgot your names) Am really bad with names.......on 1st Dec were fab, nothing too much trouble, great at problem solving, we hired large van but due to issues had to bring smaller van. They did have to do a 2nd trip with our garden stuff
Thanks guys
1 December 2023
Unprompted review
Reply from Instant Move Scotland
Dear Doreen,
We sincerely appreciate you taking the time to share your experience with Instant Move Scotland, and we're delighted to hear that your house move on December 1st was a success.
We completely understand that the process of buying and selling a house can come with unexpected twists, and we're glad that our team was proactive and accommodating when you needed to delay the start time. Your understanding is highly valued, and we're thrilled to know that Daryl and Rhys, the two movers who assisted you, provided excellent service.
We'll be sure to pass on your kind words to Daryl and Rhys.
We're grateful for your positive feedback on their professionalism, problem-solving skills, and their willingness to go the extra mile. It's customers like you that motivate our team to consistently deliver top-notch service.
Thank you once again for choosing Instant Move Scotland. If there's anything else we can assist you with or if you have further feedback to share, please feel free to reach out. We wish you all the best in your new home!
Warm regards,
The Instant Move Scotland Team
P.S If we can do anything to up this to a 5 star review please let us know!
An amazing house move with Darryl
I made the booking on Monday for coming Friday and Adrian helped me and did my booking for Friday morning. I gave him the list of items. But when I packed everything for the move it was definitely more than what was in the list.When Darryl came today and saw the extra items, said not to worry will help me move today itself. Then he loaded everything in my list first. Then send the photo of the remaining to his boss. Darryl got me a cheaper quote for my extra stuff. Even though he was alone today he made the move very smooth and easy. I didn’t have to move a thing. Darryl not only helped me move but also placed the items and boxes in every room. Even though I told him it will be easier for him if he puts everything in the hall. But he insisted and helped me put all the boxes in the correct room. Now all I have to do unbox. Great guy very polite sweet and professional. I recommend Darryl and Instant Move Scotland.
10 November 2023
Unprompted review
Reply from Instant Move Scotland
Sijo, we truly appreciate your detailed feedback about your experience with Adrian and Darryl at Instant Move Scotland. It's fantastic to hear how Adrian efficiently handled your booking, and when unexpected changes arose on moving day, Darryl demonstrated remarkable flexibility and dedication.
Darryl's initiative in finding a cost-effective solution for the additional items showcases our commitment to customer satisfaction. We're pleased to know that, even working alone, he made the entire move smooth and stress-free for you.
It's heartening to hear about Darryl's thoughtful approach in not just moving your belongings but also taking the extra step to ensure they were placed in their designated rooms. We're proud to have team members like Darryl who are not only professional but also go the extra mile to make the entire process seamless.
Thank you for recommending Darryl and Instant Move Scotland. If there's anything more we can assist you with in the future, please don't hesitate to reach out. We value your trust in our services.
Darryl returned to clear the rest of my…
Darryl returned to clear the rest of my neighbours belongings. Very polite and professional guy. All items were handled and packed with care.
8 November 2023
Unprompted review
Reply from Instant Move Scotland
Thank you for taking the time to share your positive experience with Darryl from Instant Move Scotland! We're delighted to hear about his professionalism, politeness, and the care taken in handling and packing the items. If there's anything more we can do for you or your neighbors, please feel free to reach out.
Booking Service was straightforward
Booking Service was straightforward. Kept informed by driver re delivery. Two extremely polite young men who delivered without any hitches. I would highly recommend Instant Move Scotland!
31 October 2023
Unprompted review
Reply from Instant Move Scotland
Thank you, Reece, for choosing Instant Move Scotland! We're glad to have provided you with a straightforward booking experience and smooth delivery service. If you ever need assistance again, feel free to reach out.
Great service from Darryl & Ryan
Great service today from Darryl and Ryan. Courteous and polite from start to finish, extremely professional and much quicker turnaround than expected. Would 100% recommend.
Sam
4 November 2023
Unprompted review
Reply from Instant Move Scotland
Dear Sam,
Thank you so much for taking the time to leave us this fantastic 5-star review! We're thrilled to hear about your positive experience with our team members Darryl and Ryan during your move.
We take pride in providing courteous and professional service to our valued customers, and it's wonderful to know that they lived up to your expectations. Delivering a quicker turnaround than expected is always a pleasant surprise, and we're delighted that you had such a smooth and efficient moving experience.
Your recommendation means the world to us, and we truly appreciate your trust in our services. If you ever require assistance with another move or have any questions in the future, please don't hesitate to reach out to us. We're here to help!
Once again, thank you for choosing Instant Move Scotland, and we wish you all the best in your new location. Have a great day!
Warm regards,
Instant Move Scotland
Not very professional
Not very professional, so many furniture damaged and they only say your furniture covered but when you asked they will never answer or raised further.
26 October 2023
Reply from Instant Move Scotland
We appreciate your feedback and are genuinely sorry to hear about the damage you experienced during your move with Instant Move Scotland. We take such matters very seriously, and we understand your concerns.
Regarding your damage claim, please know that we have initiated the process with our insurance company to address this issue promptly. We are currently awaiting their response and working diligently to ensure your claim is handled appropriately. We understand the frustration you may be feeling and sincerely apologize for any delays or communication issues you've encountered.
Customer satisfaction is of utmost importance to us, and we are committed to resolving this matter to your satisfaction. We appreciate your patience during this process, and we will do our best to ensure your concerns are addressed. If you have any further questions or would like an update on your claim's status, please don't hesitate to contact us directly. Thank you for bringing this to our attention, and we will work to improve our services based on your valuable feedback.
Trusted Moving Partners
The team from Instant Move Scotland is fantastic and really professional when doing the move. I had the mixed outing with them as dates got postponed once from my end once from there end. Although I paid decent amount only for the complete shift but date change charges felt unrealistic as both parties suffered enough.
Though I would highly recommend Instant move Scotland for my overall experience.
25 September 2023
Reply from Instant Move Scotland
Thank you for taking the time to share your feedback with us. We appreciate your kind words regarding our team's professionalism during your move. We apologize for any inconvenience caused by the date changes. We understand that such situations can be frustrating for both parties and we don't take the decision lightly to postpone a move.
We'll take your feedback into consideration to ensure a smoother experience. Your recommendation means a lot to us, and we're committed to continuously improving our services. If you ever need assistance with moving in the future, please don't hesitate to reach out to us again.
Thank you again for choosing Instant Move Scotland
Lovely polite lads
Lovely polite lads ! Hard workers 😁
Went above and beyond cheers guys 👌
2 November 2023
Unprompted review
Reply from Instant Move Scotland
Thank you so much for your kind words, Claire! We're thrilled to hear about your positive experience with our team at Instant Move Scotland. Our dedicated crew takes pride in their hard work and professionalism, and it's always our goal to go above and beyond for our valued customers. We appreciate your support and hope to assist you again in the future. Best Wishes Instant Move Scotland!
My movers were excellent
My movers were excellent. They were quick and efficient at getting the furniture loaded up and into the new property. They were incredibly professional in making sure any prior damage to furniture was flagged up before it was moved and everything got into the new property in the condition it left the old one. Both movers were very nice, polite and incredibly helpful
1 November 2023
Unprompted review
Reply from Instant Move Scotland
Dear Matthew,
Thank you for taking the time to share your experience with Instant Move Scotland, and for your fantastic 5-star review! We're thrilled to hear that your movers provided you with an excellent service.
Efficiency and professionalism are paramount to us, so we're pleased to hear that our team was quick and efficient in handling your furniture while ensuring any prior damage was properly documented. We understand the importance of safeguarding your belongings during a move, and it's great to know that everything arrived in the same condition it left the old property.
It's also heartwarming to hear that both movers were not only professional but also very nice, polite, and incredibly helpful. Their dedication to customer satisfaction is something we take great pride in.
If you ever require our services again or have any future moving needs, please don't hesitate to reach out. Your feedback is greatly appreciated, and we're here to assist you whenever you need us. Thanks again for choosing Instant Move Scotland, and we wish you all the best in your new property!
The Instant Move Scotland Team!
Darryl and Rhys were really friendly…
Darryl and Rhys were really friendly and helpful .
1 November 2023
Unprompted review
Reply from Instant Move Scotland
Thank you, Martha, for your kind words and for taking the time to leave a 5-star review. We're delighted to hear that Darryl and Rhys were both friendly and helpful during your experience with us. Providing excellent customer service and assistance is a top priority for us, and it's rewarding to know that our team members met your expectations.
If you ever require our services again or have any questions or concerns in the future, please feel free to reach out. We're here to assist you, and your satisfaction is important to us. Thanks again for choosing us, and we appreciate your support.
Fantastic experience
Darryl, Ryan and Robbie were absolutely fantastic. Lovely guys that made my move from East to West Scotland super smooth. They were polite, friendly, profession, happy and extremely efficient. Thank you lads for making my move absolutely hassle-free! Whole heartedly recommend Instant Move Scotland and will definitely use in future.
31 October 2023
Unprompted review
Reply from Instant Move Scotland
We are thrilled to receive such a glowing review! Thank you for taking the time to share your experience with Darryl, Ryan, and Robbie from Instant Move Scotland. We're delighted to hear that your move from East to West Scotland went so smoothly and that our team lived up to your expectations.
It's always our aim to provide a service that is both professional and friendly, so it's heartwarming to hear that you found our team to be polite, friendly, and efficient. We understand that moving can be a stressful experience, and we're glad that we could make it hassle-free for you.
Your wholehearted recommendation means a lot to us, and we're looking forward to the opportunity to assist you with any future moves. If you ever need our services again or have any questions or concerns in the future, please don't hesitate to reach out. We appreciate your trust in Instant Move Scotland and thank you for choosing us for your relocation needs. Safe travels and best wishes in your new home!
Saved the day
I had a last minute move after being let down by another company. They went out of their way to help us. Friendly, helpful and couldn't fault them. Will definitely use them again if needed and wouldn't hesitate to recommend them to other people.
21 October 2023
Unprompted review
Reply from Instant Move Scotland
Dear Janette,
Thank you for taking the time to leave such a heartwarming 5-star review for Instant Move Scotland. We're truly delighted to have been able to assist you during your last-minute move.
We understand that moving can be a stressful experience, especially when faced with unexpected challenges. We're thrilled to hear that our team could step in and save the day for you. Going the extra mile to help our customers is something we take immense pride in.
Your kind words about our team being friendly, helpful, and faultless mean the world to us. Your satisfaction and peace of mind are our top priorities, and we're so pleased that we could meet and exceed your expectations.
We greatly appreciate your willingness to choose us again if the need arises and your readiness to recommend our services to others. Word-of-mouth recommendations from happy customers like you are invaluable to us.
Thank you for entrusting your move to Instant Move Scotland, we're here to assist you whenever you may need us in the future. If you have any questions or require further assistance, please don't hesitate to reach out.
We wish you all the best in your new place, and we look forward to the possibility of serving you again.
The Instant Move Scotland Team.
On Time. Efficient. Helpful. Will choose them again.
The movers arrived on time. They were super efficient and helpful. I will choose them again the next time I move.
19 September 2023
Reply from Instant Move Scotland
Dear Wai,
Thank you so much for taking the time to leave such a wonderful 5-star review for Instant Move Scotland! We're delighted to hear about your positive experience with our moving services.
Being on time, efficient, and helpful are three of our top priorities, and we're thrilled to see that our team delivered on these aspects during your move. Your satisfaction is the ultimate goal for us, and we're delighted to hear that you had such a smooth and stress-free moving experience.
It's truly heartwarming to know that you would choose us again for your future moves. We look forward to being of service to you when the time comes, and we'll continue to provide the same level of professionalism and care that you experienced during your recent move.
Once again, thank you for choosing Instant Move Scotland, and for sharing your positive feedback with us. If you have any friends or family who are planning a move, please don't hesitate to recommend us. We're here to make moving a seamless and enjoyable process for all our customers.
We wish you all the best in your new space, and we hope to serve you again in the future.
The Instant Move Scotland Team!
I had an outstanding experience with…
I had an outstanding experience with Instant Move Scotland for my recent 3-bedroom move. Their team was exceptionally professional, incredibly careful with my belongings, and their pricing was truly affordable. I couldn't be happier with their service, and I'd give them a solid 5-star rating!
27 October 2023
Unprompted review
Reply from Instant Move Scotland
Dear Connor,
Thank you so much for sharing your fantastic 5-star review of Instant Move Scotland! We are thrilled to hear about your outstanding experience during your recent 3-bedroom move.
We take great pride in our team's professionalism, and it's wonderful to know that they lived up to your expectations. Your peace of mind is of utmost importance, and their careful handling of your belongings reflects our commitment to ensuring a stress-free move for our valued customers.
Affordability is a key aspect of our service, and we're pleased that our pricing met your expectations. We believe in providing quality service without breaking the bank, and it's fantastic to hear that you found our rates reasonable.
Your feedback means the world to us, and we're truly grateful for your kind words and your 5-star rating. If you ever have another move in the future or if you know someone who needs reliable moving services, please don't hesitate to reach out to us or recommend us.
Once again, thank you for choosing Instant Move Scotland, and we wish you all the best in your new home. If there's anything else we can assist you with in the future, please feel free to get in touch.
The Instant Move Scotland Team!
AVOID AVOID AVOID!
AVOID AVOID AVOID!! This was the worst company I have experienced. Went well over there time and tried to charge me more, ruined brand new drawers that I had just purchased. His men had tried to say that they were like this when they moved them and had pictures of them yet could not provide me with the evidence of them. I had pictures of them before. The two guys that he had doing the removal had only started the day before they had told me, so where the entreat experience comes from I am very unsure. The owner then advised me that he would claim his insurance for the damaged items, did not hear from him for over a week, despite numerous attempts to contact him. Then receive an email at 1am telling me that insurers have conducted their investigation and did not see fault, my drawers were scratched to pieces, they don’t join anymore and won’t close. The move took in total of 6 hours, the owner despite not coming to see the property or the items to be removed said would only take 4 with 2 men. Even the men said they wouldn’t be able to do a full house move in that time that he did not know what he was doing as he just started, then proceeded to try and charge me extra for the extra hours. The move was done fully I had to make several trips back and forward and the van provided was not big enough. Perhaps if the men did not stand about and chat as much more would have been don’t in the time scale given! To throw even more salt in the wound I was offered a £50 refund as a good will gesture, no thank keep it. Do not use, was a joke from start to finish! He has then stated I was given 3 men to do the removal, please he turned up at the very end to help move a set of drawers and try and con me out of more money! WORST COMPANY I HAVE EVER CAME ACROSS! Not a clue on what they are doing bunch of low life cowboys! Had also stated that they requested a list of things to be moved and never received this. AGAIN another lie, it was sent via email which I still have as evidence. The house was clearly not a 4 bedroom house its had 3 bedrooms, 2 and box a box room actually. Standard house 3 bedroom flat. Like stated above there was no damage to any of the furniture prior to moving, I am still awaiting these particular photo that were supposedly taken to prove this like you have stated. Never met such a liar no way to run a business!!
19 October 2023
Unprompted review
Reply from Instant Move Scotland
Dear Stacy,
We appreciate you taking the time to provide feedback on your recent move with Instant Move Scotland, and we're genuinely sorry to hear about your experience. We value all feedback, both positive and negative, as it helps us improve our services.
We understand your concerns, and we'd like to address the points you've raised:
1. Contrary to your statement, we provided a team of 3 professionals for your move, not 2. We strive to ensure that our customers receive the appropriate workforce for their needs.
It's worth noting that one of the team members involved in your move was on their first day with Instant Move Scotland.
However, this individual had years of experience with a competitor removal company before joining our team, and we have confidence in their capabilities.
On this note, we do, however, appreciate your recognition of our team's hard work by offering a tip to the team members directly on the day once the move was completed.
2. Unfortunately, we did not receive an inventory from you prior to the move, despite our team requesting this several times, and you insisted that it was a standard 3-bedroom house move. Upon arrival, our team discovered that it resembled a 4-bedroom house move, which can have an impact on the time required and also resulted in the team doing an additional trip for the remaining few items.
3. It's essential to clarify that our estimated time serves as an approximation. We make it explicit during the booking process that if the move extends beyond the estimated time, additional charges may apply. We believe in transparency regarding pricing.
Our team goes out of there way to try and ensure moves do not run over, but sometimes it's unfortunately out of our control.
4. In regards to the additional charges, we would like to point out that the manage on-site reduced the charges to cost price for the extra time spent, to try and keep the additional costs to a minimum for yourself.
Despite this offer, we understand that you declined and, as a goodwill gesture, we decided to waive the additional charges completely.
5. Regarding the damage claim you submitted, we promptly forwarded it to our insurance provider for evaluation. Regrettably, they determined that the damage did not significantly affect the functionality or use of the items involved. It's important to note that the drawers were in working condition when our team left the site, and the scratches on the drawers were documented to be pre-existing. Nevertheless, we did attempt to resolve the issue through our insurance.
6. We do want to emphasize that your experience appears to be an exception as the vast majority of our customers have provided us with 5-star reviews and have been over the moon with the service we provide. We take great pride in consistently meeting and exceeding our customers' expectations, therefore, as another goodwill gesture and in a final attempt to rectify your complaints, we offered a £50 refund in the form of compensation, taking into account our business expenses. We've already waived £200 worth of overtime charges. However, you declined this offer.
We apologize for any inconvenience you may have experienced during your move, and we are dedicated to addressing your concerns. If you have any further questions or require assistance, please don't hesitate to reach out to us. We are committed to ensuring that your future moving experiences are more positive and straightforward.
Thank you for choosing Instant Move Scotland.
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