Empire Moving and Storage Inc.

Complaint: ***
I am rejecting this response because:
Sincerely,
** *** You royally screwed ma and you know it! May you rot in *** forever for cheating people.should have been smarter about hiring anyone with an Indian accent!!! Lesson learned.expensive, but worth it

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

First, we at Empire Moving and Storage would like to thank Mr& Mrs. *** for selecting us for their cross country moveWe would now like to restate the claims/critiques made by the consumer and also list our individual rebuttal for our Revdex.com and the public to addressWe
want this complaint against our company to be resolved and do feel the needs to mention things unspoken by the consumer. An in home visual was requested and we were able to perform the visual estimate as indicated by the customerWe are not happy about how much the volume changed from what we originally saw on move dayIt is something that we are sometimes expecting on storage unit jobs or jobs in which we are hired to do all of the packing which was neither the case hereWe did not penalize the customer with a higher rate upon this happeningWe gave them the same rate per the additional and we too do not understand how the increase happenedThe increase in volume was actually around 30% and the increase in price after discounts was at/around 26%An increase of +/- 10% can be because of how items load, thickness of blankets, and bulky itemsAgain we cannot fully explain how this happened, but it seems the inventory did slightly change. When our customer stated in their complaint that they called everyday they were correctThey would even get offended when there was no change or progress toward the delivery in the span of 1-daysDespite the accusation of not answering calls, of our employees documented/noted (on their job file) over times when they spoke to either Mror Mrs*** about the status of the jobWe explained thoroughly that the first delivery date on the contract was the first available date and not a guaranteed dateIt is very hard for us to guarantee a specific date of delivery because of all the circumstances that can occur, most that we have no control overDespite this our time from frame for delivery on a job of this distance is satisfactory on nearly 80% of our jobsWe do apologize to our customer and have apologized to our customer that this exceeded our delivery time frameThe shipment is currently in transit and should be reaching VA at some point tomorrow 10/4/The driver will be calling you in advance to the delivery

*** * *** we would first like to thank you for choosing Empire Moving and Storage Incfor your long distance moving needsIt is our goal to service every customer best and so I would like to explain some of the misconceptions that you have about us as a company. First, we do not bait and
switch our customers and if you feel that there has been wrongdoing in the way that your price was calculated at the home then please call the Dept of TransportationThere was an overload of cu ft when we arrived at the home in ** for the pick upSometimes items can be bigger that what customers express to us over the phone or sometimes items can be accidentally left off of your inventory list especially when all items are not mentioned by the customerI did pull the recording of the call and listenedI verified that every item that was named by you guys was indeed placed on your moving inventory by our representative *** ***Accusing a company of Bait & Switch is a very serious accusationWe hope that you the customer will get back to us to prove such a claim because we know that it is just simply not true. Secondly, you made mention that we were not able to make the pick up happen until late on the back up dateWe do apologize for this but very rarely do we ever give a GUARANTEED PICK UP DATE and nearly 90% of our customer are given a primary date for pick up and then a back up dateWe have the right to service our customers on either of those dateYou being picked up on the back up date was not intentional and we never guaranteed that we could make the pick up happen for you on the first dateCompany and customer both agreed on a primary date of 10/with a back up date of 10/We also called on 10/just to see if our customer would be ready for pick up perhaps day earlyThey were not and we were not able to get it done until the back up dateWe did keep our original promise, but we apologize for the confusion. Lastly, we would like to respond to your late delivery and your accusation of fake online reviewsIt is not possible for us to hide anything in our contract, it is all there in plain writing and the delivery portion has a specific section with informationOver 80% percent of our jobs are delivered with no complaint from the customerSometime weather and mechanical issues can burden us and make it difficultIts actually the Deptof Transportation who allows us business days starting from the first available date which in this case is Oct20thThis is not something that you will find only in OUR contractThis is in the contract of every interstate mover in the countryWe are sorry for the confusing but your items are currently loaded and will be set to leave for transit early in the morningStandard drive time is 10hrs a day or up to milesAn email has also been sent to you informing you of this and the driver will be calling you 12-hrs in advance to your delivery. We find your accusation of fake reviews amusing and we mean that in the most polite was possibleIt just not something we do or have a reason to doIf you have proof of this please let us know and we would love to have that review removedOur customer care team follows up with all customer whom are delivered weekly and urge them to share their experience (good or bad) on one of our online profilesAlso please provide some insight on the name of the employee who lied to you and about whatI would like to look into it myselfWe wish for the Revdex.com to remove/edit the accusations of fake reviews and bait and switch from the original complaint & our response because there is simply nothing to back it upWe thank you again and wish you guys the best at your new homeIf we can ever be of any assistance then please let us knowYou may call our Dispatch Dept directly @***I would love to speak with you also if you would like to talk further about some of your claims/concerns*** *** * *** *** ***

[A default letter is provided here which indicates your acceptance of MediationIf you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID .***,and find that Mediation is necessary
Regards,
*** ***

Since we were notified of this review the customer has been deliveredShe was credited the $each day we were lateWhen we delivered the customer notified us that she was missing end tableWe have located those end table and last spoke to the customer about them last weekWe will be sending
them to her on the next available truck we have doing to her destination state

*** *** we would first like to thank you for choosing Empire Moving and Storage Inc for your long distance moving needsWe do apologize for the outcome of this for you and usWe were adamant about getting your things delivered on an "expedited" basis but due to complications with one of our
older drivers we were not able to make that happenThere hasn't been a situation of a customer requesting "expedite" and us not being able to make it happen it over months, your the first since AprWe did all that we could do and again we are truly sorryAs you stated you were not charged for an "expedite" just like we promised and you were also refunded $per day that we were lateAlso as you stated that $30/day refund is not a common practice of companies but we knew you deserved it and sometime money is the only true way to say you are sorry. We are putting "better communication" at the top of our list of things to improveCustomers can be picked up and delivered on time and the customer still find a reason to be upset if we don't communicate with them thoroughly throughout the processWe will be enforcing our "direct contact person" policy on every job and we know that will get us the positive communication results that we are looking forGoing forward we will start to micromanage our coordinators even more to be sure that they are communicating with their customer and responding to their needs during the entire process of the move until items are deliveredA lot of this has been placed on our customer service dept who do try their best, but its just not as effective as we would likeWe thank you for your input and again for choosing us for your relocationPlease call our Dispatch Dept directly @ *** if you would like to speak or call me directly @ the # belowWe want you understand that we care and would love to hear more from you about how we can better suit our customers*** *** * *** *** * ***

First, we at Empire Moving and Storage would like to thank Mr.& Mrs. *** for selecting us for their cross country moveWe would now like to address the claims/critiques made by the consumer and also list our individual rebuttal for our Revdex.com and the public to addressIn
closing, we will restate the Consumers Desired Resolution and commenting what we feel is fair in responseWe want this complaint against our company to be resolved.*** *** was our employee who coordinated this job for our customerUpon speaking to the customer *** *** collected a list of items that we were to load on move dayDue to a mechanical issue we were late to the pick up and we did explain, keep in contact, and apoligize to our customerWhen we arrived there was a slight difference in the actual list of items that needed to be loadedMore space was needed to load the items which normally does make the price fluctuateUpon reviewing paperwork I see that the difference in the phone inventory vs the actual inventory was not majorThe correct supervisor was contacted and that is when the customer was told a mistake had been made and to please not worryWe then continued to load the job and continued with the coordinating. Upon delivery in OR our driver indicated that a Shuttle Truck Service would be needed because he felt uncomfortable with the layout of the landscapingOur trucks are large and we trust the judgement of or driversOther companies may have different opinions, but we always do the best that we can to delivery our customer belongings safelyWe notified our customer that a Shuttle Service would be needed to get within ft walking distance for the unloadIf they did not want this service then we would not be able to unload and reassemble items in the home because of the extreme walking distanceThe customer was not very cooperative during this processWe as a company do not benefit from providing a Shuttle serviceIt take extra hours for the unload and we normally have to rent a truck in state where we do not have an officeThe fee we charge for the Shuttle covers the truck rental, gas & extra loading/unloading.We at first were not able to come to an agreement which is when we notified the customer that if we did end up leaving and having to unload the property into our storage that it would cost an additional re-delivery feeAll of the things we have mentioned above are clearly outlined in our contractLuckily we were able to come to a solution where the customer used a horse trailer for the transportingWe did help with the unloading, but could not have provided anymore than that including in the basic price because of the situation and the landscapeCUSTOMER DESIRED RESOLUTION: RefundI would like a partial (50%) refund for the services plus the cost of broken itemsCOMPANY REPLY: A claims form was sent to the customer that needs to be filled out and sent back to usThe claim for requires pictures to be attached and descriptions of the damages will be neededWhen we received this form we will assist the customer in filing the claim with our claims serviceAt a later date once the claim has been assessed, an amount will be given to the customer in response to the damagesWe will continue to work with the customer on this issue but are not willing to discount anything amount past what we be given with the filed claimWe do often go above and beyond with our claim amountsOnce a claim action is completed and our customer is compensated, we feel that we have done more that enough to resolve this claimWe again thank the customer for their time and for choosing usWe also apologize for the inconveniencesLong-Distance Moving has many moving parts withing the operation and we do our very best to assist each and every one of our customers

First, we at Empire Moving and Storage would like to thank Mrs. *** *** for selecting us for their cross country moveWe would now like to list and address some of the claims made by the consumer and also list our individual rebuttal for our Revdex.com and the public to address
In closing, we will restate the Consumers Desired Resolution and how we have addressed itWe want this complaint against our company to be resolved and do feel the need to point out truths unmentioned by the consumer.We were only allowed to delivery the furniture either on Aug1st or AFTERNumerous calls were made by the customer before that date and we did remain in contact with the customerThe furniture was delivered on the first available carrier after the Aug1st date. CUSTOMERS DESIRED RESOLUTION: I want my belongings delivered ASAP!! COMPANY RESPONSE: This job has been delivered and we wish for this complaint to be closed

First, we at Empire Moving and Storage would like to thank Mrs** *** for selecting us for their cross country moveWe would now like to restate the claims/critiques made by the consumer and also list our individual rebuttal for our Revdex.com and the public to addressIn closing, we will
restate the Consumers Desired Resolution and commenting what we feel is fair in responseWe want this complaint against our company to be resolved and do feel the need to point out truths unmentioned by the consumer.Customer’s Statement of the Problem:This company refused to honor a binding estimate, which was in the amount of $$***, instead charging me a total of $for moving my household goods from *** ** to *** ** on June 29-30, 2017Company Response: We first issued our customer a binding estimate based on the inventory list that was provided to us by phoneWhen we arrived at the home there were more boxes/furniture which could not be included for the same binding price because of the change in volumeThere were also additional services provided for packing/protecting of itemsIn order for a job to be loaded onto our truck and completed, every customer must sign our loading paperwork at the home during the pick upIn a case similar to this where there are more items and services that need to be rendered we require a customer to sign a revised estimate before servicing/packing/loading the jobA new price was given and the customer agreed by signing the revised estimate asking us to proceed with the jobWe are required by law to keep this paperwork for up to calendar year after a job has been delivered and we do have this on file if the Revdex.com would like us to provide proof. This is the first time we have heard of any issue in regard to priceWe though company and customer were on the same page. Desired Settlement: RefundI feel they should have stuck to the binding estimate and should refund the difference of $and $***.Company Response: Every customer who signs a contract with our company has the right to the binding price for the list as items as long as that list of items does not changeEven though there were additional services requested and additional space needed for loading this job, we did not penalize our customer with an increased rateOur customer was awarded the same binding rate per cu ft for the additional spaceWe also provided some packing materials at no additional costWe again thank our customer and welcome a response but we will not be able to award a discount for a contract that was signed and agreed to by the customer

Whomever was left in charge of/at your property did sign and agree to the additional chargesWhen we explained the additional charges and cubic foot they did understand which is why they signed for the additional services without hassleNormally if a customer or who represents that customer is uncomfortable with the situation we as a company present them it is discussed and a decision is madeWe as a company have no part of that decisionWe by law cannot do the move until the paperwork has been signedWe are sorry that the outcome of this move has upset you, but this is an issue that needs to be discussed with who you left in controlWe did the job we were hired to doWe hope that you can discuss this matter with whom represented you at the home and signed our paperwork and then maybe this can be resolved

First we at Empire Moving and Storage Inc would like to thank *** *** * *** for selecting us for their cross country moveWe would now like to address the claims/critiques made by the consumer and also list our individual rebuttal for our Revdex.com and the public to addressIn
closing, we will state what we feel is fair in responseWe want this complaint against our company to be resolved.We were late a few hours due to a mechanical issueOur driver was unable to communicate that with our dispatch quick enough for the customer to be updated about the delay and for this we do apologizeOnce our driver arrived at the unit he was treated unusual by the workers at the unitBecause of the mechanical issue with our truck we were forced to rent a truck which would still allow us to keep the commitment to our customer for the agreed pick up dateWe are sorry that he was out of uniform but we were just there to do our job despite the delays we had encounteredAfter reviewing the situation we believe that both parties were rude to one another which is what got the situation our of hand during the entire process. We again would like to apologize and we will be sending you a check for the full refund of your original deposit

*** *** we would like to thank you for choosing Empire Moving and Storage Inc for your long distance moveWe strive to offer all of our customers the utmost serviceYour items have been delivered to you since we first were notified of your complaintThere are major factors that *** *** is
not mentioning to the Revdex.com or public and we would like to address and comment on those. The reason it took 40+ days to deliver *** *** his belonging was because he chose our company for Days Free StorageHe was unsure of his exact delivery address and needed help with this issueHe knew that the items would be stored in our facility, not in his Destination StateWe were not aware of the exact target date to deliver until after pick up*** *** was then delivered to the best of our ability and we did maintain contact with the customer during the processWe are sorry for any inconvenience, but we feel that the customer understood the process and is only concerned posting negative reviews for the hope of compensationWe did provide the service requested from the customerThe customer was happy and the crews did a great job at the home packing and unpacking as requestedThe customer was upset about the price increase but did understand that he had more furniture, boxes, and items than originally on his estimate*** *** was not forced to move with us and had time to reserve with another company if he felt wrongdoing, but he understands there was noneWe will always offer a full refund on any deposit amount collected if a customer were to cancel their move on move dayThere are always other carriers that can and will service a job last minute for a customerWe know we charge a competitive price that is binding as long as a customers inventory list does not change

Complaint: [redacted]
I am rejecting this response because: Let me start by saying that I would not be wasting my time, if I were a satisfied customer. I feel that I was not treated professionally.  The attachment includes the contract as well as my email that contains the missing and damaged items.The note that my items exceeded the contract is NOT true at all, otherwise, I would NOT have complained. It was the fault of the shipper to make a mistake in the volume estimate. As seen in the attachment, the furniture listed was estimated as 1453 Cfu and at the time of pick was increased to 2000cfu with the same items listed. This was NOT a mistake of my part, it is the shipper responsibility to give the accurate volume and NOT the customer. I do understand that U could be off by +/-10%
but NOT by 25% (if the truck was properly calibrated). Furthermore, when the mover surprised me with this estimate and instead of the quote of 6000$, it became 7500$, I tried to contact the sales person ([redacted]en) to understand what was going on, He did NOT respond at all and I was left to deal with the mover.The shipper , was aware that my timer was tight and I was flying the next day. I had NO choice but to accept and pay the difference and this made me mad and I felt I was ripped off. I am extremely disappointed that the shipper is accusing me of exceeding the list, which I did NOT. The fact of the matter is, the shipper either made a drastic mistake is estimating the volume ( which is doubtful, they should have the experience ) or it was an intentional on their side to make the customer accept the 6000$ offer , or the truck that was used to transfer was NOT calibrated and the volume was NOT as they mentioned. How would I know. At the time of shipping, and after my furniture was on the truck, I had NO choice but to sign and pay what the mover requested. Again, the salesman , whom I was dealing with, was NOT available at that time, though, he committed to stay involved. When the furniture arrived, the inventory with the missing and the damaged items along with pictures were taken by the driver and the above email was sent on July 17. Several phone calls were done with the dispatch person (Vanessa) with promises to ship the missing items and financially settle the damaged one (as listed in the attachment) that was sent to the salesperson and to dispatch. I am extremely disappointed because the shipper did NOT provide a satisfactory service, neither During, NOR after delivery. I was only left with  their dispatch person, Vanessa, who could NOT address my complaint. Neither the salesperson, Nick, nor the manager or the organization. After several telecons with the shipper and NO response, I tried to write down a review on their website but their website accepts only your 5 star review, they will NOT let you mention that you are NOT a satisfied customer. That is why, I am contacted the Revdex.com. I hope for their own sake, take the necessary action to satisfy their future customers, in order to continue with their business Regards 
Sincerely,
[redacted]

In our first response we stated that was a slight overcharge and what that exact amount was along with what we were offering for the refund. We are still offering that refund amount to your whether you decide to settle this claim or not. The amount of $1400 being an overcharged amount is not correct and we do not agree. You are more than welcome to call us directly to try to sort this out before taking legal action. If legal action is what you prefer that we are prepared to go that route also. Whether this goes to the courts or not we again are still prepared to compensate for the slight overcharge and the claims form. Please be sure to send that updated claims form as soon as possible. Thank you for your time and hopefully we can all work together on a resolution.

We did receive the claims form of damages from the customer. We have sent that claim to our 3rd party claims service CSI. If the customer has not received paperwork from CSI yet, then they will be very soon. The paperwork that they receive from them will have more details of what to expect and will give an outline of business days that they are allotted to finish analyzing the claim. We are sorry if we have not done the best of job explaining how the process goes forward with claims of damage. Our customer is more than welcome to contact us directly and again will be receiving paperwork from our 3rd party claims service with more details.

Complaint: [redacted]
I am rejecting this response because:   The correspondence forwarded by the Revdex.com from Empire Moving and Storage indicated they would like to keep this matter internal and "not lose the personal touch".  The letter also instructed that I contact either [redacted] or [redacted] using the numbers listed on Monday, 7/24/2017.  I called both phone numbers yesterday as instructed and left a message at both numbers.  It is now 1:26PM on Tuesday, July 25th and I have not received a return call.  Additionally, I just called and spoke with the office staff who indicated neither of the individuals were available to discuss this issue.  Based on the behavior of this company, which has lead to me filing a complaint, it is best to allow you, the Revdex.com to proceed to a resolution of this situation.  Thank you in advance for your assistance.Sincerely,
[redacted]

[redacted] says that he never requested storage but we have a signed contract that has 30 days free storage listed on it. The reason why is because as stated, [redacted] did not know his delivery address until the date of the pick up. In the beginning he was not sure when he would know that address so we had to prepare for worse case scenario that he might not know until a week or so after pick up and this is the reason why he was set for our 30 days free storage. We do not offer 30 days free storage because it is fun or because it is cheap. We only do it when we must and when we are trying to be competitive in the industry. As stated by [redacted] " However the address was provided to Empire moving on the day the goods were being packed Sep 26th with the request of the delivery date of Oct 3rd (Attached re-estimate.pdf has the proof). The re-estimate says that he did indeed update us on pick up day of the address but before that we did not know. It took him quite awhile to get us this very important information. [redacted] did indeed send us our required LDF form verifying the delivery address but could not receive the items until Oct. 3rd which was 10 days after pick up and we could not immediately load him form delivery at that time. We provided the delayed delivery of 10 days to [redacted] at no additional charge to him but we were not able to actually deliver until 22 days later instead of the 10. We are sorry for this but we did try our very best. We would like to know who the other customer are that [redacted] knows who are facing these same issues with our company. What are questing whether he actually knows these people or is just picking out the few bad reviews that we have online and pretending to know those people. We will allow [redacted] to post any of those customers names and also influence them to please post their opinion to our Revdex.com page so that we can shed light on what the actual situation is in regard. Everyone knows that there are 2 sides to every story. We are concerned to see whether or not [redacted] was rude to you at any point. Please send over the screenshots that you have so that they can be posted to our Revdex.com publicly. We will look into refunding you on a per day basis but your reviews that have been posted to the public are not accurate and we wish for those to be removed. You have posted several reviews about us and have asked for compensation on other occasions. We are will to work with you but we will not compensate a customer just to be slandered online.

Complaint: [redacted]
I am rejecting this response because:1) I have made it clear that the only time I requested storage was during binding estimate. I have attached proofs of the original committed date of Oct 3rd right from the day of packing.2) The company picked up the goods on Sep 26th and delivered it on Nov 19th (54 days to deliver goods from origin to destination). During this time they did provide me any updates on the ETA for my goods. Attached email in my previous mail is proof.3) Rather than justifying their actions hope they improve their customer service and reduce the transit time for goods. Taking 2 months to deliver the goods of a customer and justifying that is a joke. I have endured the pain of living out of a suitcase for 2 months with family and 2 young kids. I sincerely hope my reviews can influence at least some customers make a more informed decision in choosing a moving company. Everything stated by me is true and I will not change the facts stated for a few dollars of compensation.Sincerely,[redacted]

Complaint: [redacted]
I am rejecting this response because: The vendor does not respond to my request to return what item, they have.  I had paid  Empire an extra 415.00 to store and secure my shipment at there facility. This did not happen!I had also sent them my missing items list as in the file I have added shows. They said they never received it. Vanessa had told me they had.  The driver as you can see from my photos at at the time delivery was pulling my contents from both sides of other shipped loads with just a ratchet strap as separation between loads, items were mixed with other shipments. Items were broken and rolling around from different shipments How could they control inventory like this? I even helped in my own download because only one person showed up to help unload till we were half way done .For this service I was charged a distance fee for m the driver as per my file form provided. Not even an Empire form. The helpers said they did not receive anything from the driver, . I hve called many times as you can see from my call log as highlighted. Talking to supervisor and receptionists they never attempted to send my property as many times as they said they would. The company Empire is totally responsible for the items listed.Total for move was over 5,000 Missing items made up more then half of moves costs. Empire expects me to to adsorb this cost. Even though it was their inability to provide as service as promised. Empire said said in their rebuttal ( we always reimburse our customers for any of our company's wrongdoing.) All of these items did not just fall off of the truck? f I am waiting for empire to make good. 
Sincerely,
[redacted]