Moving broker keeps delaying my deposit refund — what are my next steps?
consumer protection attorney California Aug 22, 2026
Location: CA/FL/NM I’m looking for advice on what my realistic next steps are regarding a refund dispute with a Florida-based interstate moving broker. In July, while I was still living in California, I booked an interstate move from San Diego, CA to Socorro, NM and paid a $700 deposit by ACH. The company contacted me with what appeared to be a good deal and told me the deposit was refundable. I was also told I needed to sign the contract right away to lock in the price, so I signed. Afterward, I did more research and found a large number of negative reviews about the company. My actual move was also still some time away, so I decided I had committed too early without doing enough research. The signed contract specifically states that if I cancel in writing within 72 hours of signing, the deposit is refundable minus a 5% cancellation fee. I submitted my written cancellation within that 72-hour period, so the amount I am owed is $665. It has now been over a month and I still have not received the refund. I have called and emailed repeatedly. Every time I call, I am told that the refund is “still processing,” but they will not give me a specific refund date, ACH trace number, transaction confirmation, or any other evidence that the refund has actually been issued. At one point they created an escalation ticket and asked me to wait for an update. I waited another week and received nothing. I then sent a final written notice requesting a concrete update and resolution. That also did not resolve the issue. I called again recently and was once again told only that the refund was “still processing.” I have now filed complaints with FMCSA and the BBB. I notified them that I have filed the complaint, and they still have no response. I’m considering filing a consumer complaint with the Florida Attorney General’s Office next. If that does not work, I am considering small claims court. The contract contains a provision stating that disputes against the company must be brought in St. Lucie County, Florida, and that Florida law applies. I currently live in New Mexico. My questions are: Is filing a complaint with the Florida Attorney General a worthwhile next step in this type of contractual refund dispute? If the company continues refusing to issue the refund, would a $665 breach-of-contract claim be appropriate for Florida small claims court? If I file in St. Lucie County while living in New Mexico, is it generally possible to request remote/Zoom appearances, or should I expect to appear in person? I have the signed contract, proof of the $700 ACH payment, the timestamped cancellation email showing that I canceled within 72 hours, and records of my subsequent emails and calls. I'd appreciate any advice/similar experience. Thank you all!
