Empire Moving and Storage Inc.

Complaint: [redacted]
I am rejecting this response because: I have not received anything from them or from their insurance company. 
Sincerely,
[redacted]

We would first like to thank Mr. [redacted] for choosing Empire Moving and Storage Inc for his long distance moving needs. No company is perfect and we did have some mishaps during the process of Mr. [redacted]s move. There was an overload of cuft space because of extra items that [redacted] needed us to move at the...

pick up. Mr. [redacted] seemed to fully understand this on the date of the pick up and was not seemingly upset. We did discount his storage charge for military and we did do everything that we were contracted to do. Mr. [redacted] was upset on the delivery time frame and we believe that a large majority of this review and his criticism of our operations stemmed from that. There were some damages items. We asked Mr. [redacted] to please send us a claims form that detailed what those items were so that we can verify and then begin the process to reimburse. We have found the ladder and it will be shipped. Mr. [redacted] understands the process of our claims dept and has no reason to be critical of us in regard to that process. It can sometime take time but we always reimburse our customer for any of our company's wrongdoing. We would like to know what Mr. [redacted] expects us to do going forward. We can send the ladder and we will compensate for the damages, but it will be majority at a .60cents per pound option. We would like more input from the customer especially in regard to what exact items are missing that are supposedly valued at over $2,878.010.......................Please advise.

We would first like to thank [redacted] for choosing Empire Moving and Storage Inc for her long distance moving needs. We are upset that our customer had issues with us in regard to the move and would like to take a moment to explain some of the concerns and have this complaint against us resolved. Let...

me please start by saying that there will be no shape or form of retaliation against you for sharing your experience with our Revdex.com and public. We try to do the very best with every job that we service and depend on customer feedback so that we can always further our development in servicing our customers. I spoke with [redacted] about the coordinating of your job this morning for about 30 min. He did recall going over a list that you had from another company. What he doesnt remember is [redacted] sharing with him the cu ft or weight of that other estimate. Sometimes if we input a list from another company and we have less volume then that is something that needs to be addressed. [redacted] is still trying to find that email that has the list but has yet to find it. We would like for the customer to look at that paperwork from the other company and she will see that what has happened was not intentional. Somewhere on the list of the other company there will  also be a cu ft or weight listed. We are almost positive that number of cu ft is @ or around 850 cu ft. For some reason when [redacted] put the list in it came up as much less but this should have caught the customers attention with us only calculating 574 cu ft. We are sorry for the confusion but the loading of the job came to 850 cubic foot and that can be verified further if need be. Please call me if you would like further proof or explanation [redacted]. Also please resend me the paperwork from the visual estimate that you had and I will show you where this confusion is coming from. The $75 dollar charge @ the pick up was justified. Our crew members only walk 75 foot to load/unload furniture @ the customers home. Anything additional is $1 per ft (one time charge) and this is in our contract in a specific section that is listed in the first few paragraphs. We are sorry that we had issues with our driver and that delayed your shipment. We are happy that we were able to discount an amount of $367.00 for the carpet cleaning which we feel was very generous. Sometimes there is trouble getting through to us and we do apologize for that but at no point have we been unavailable for an entire day so we are a little bit confused @ some of what the customer is mentioning in regard to us ignoring her. We are an honest company and I would love to speak with you directly about further concerns or questions that you have. You furniture will be in route for delivery tomorrow. Standard drive time is 10 hrs per day or up to 500 miles per day. The driver ([redacted]) will be calling you 12-24 hrs in advance to your delivery and you will be getting an email tomorrow with his information. Thank you and we hope this all can be resolved soon. [redacted] - [redacted]

We would first like to thank [redacted] for choosing Empire for her long distance moving needs. We are sorry that there were issue with her move and we are promising to assist in resolving those issues. A claim form has been emailed to [redacted] and we need her to fill out that claim for to the best of...

her ability so that we can start the process of her claim. [redacted] needed us to store her items for her for a 30 day period and because of that her items were off loaded and this is industry standard, but we did not charge her for the reload. [redacted] move price was only $1897.00 - The move cost and disputed amount listed here are obviously not correct. We are working to locate the missing items and will have more information about those asap. In the meantime we ask for the claim for to be sent back to us asap so that we can start this process and make our customer happy with reimbursement. We will go above and beyond with our settlement amount if need be to compensate for any missing item. Thank you. My direct line is [redacted] [redacted]. Please advise.

I spoke with [redacted] this morning. We are mailing her a check this week for an agreed amount that she felt was fair. She told me she is/will be sending you guys an email confirming this.

First, we at Empire Moving and Storage would like to thank [redacted] [redacted] for selecting us for their cross country move. We would now like to address the claim/critique 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 commenting what we feel is fair in response. We want this complaint against our company to be resolved. We have looked into this issue in every aspect and have came to the resolution of what has had to have happened. [redacted] or [redacted] will be more that happy to talk with you personally about what conclusion we have came to and how fast we are going to be able to get this resolved. They will both be in the office on Monday 7/24/2017. We have been looking into this issue for 3 weeks. If you prefer to keep this matter mediated by the Revdex.com then we are willing to do that, but we do not want to lose the personal feel we have for you as our customer and we do not want you guys to think we are avoiding any aspect of the situation. We were planning to get back with you sooner than now and again apologize. We would like to explain and resolve. Please call us on our company main line at [redacted] or call [redacted] we are expecting your call and we can both notify the Revdex.com after our conversation and send an updated status once the issue is resolved. 1-[redacted]

In the beginning this job was booked with this inventory list that the customer claimed to be accurate, which she signed to verify.  QtyItemsCuFt**1BED, QUEEN (WITH MATTRESS)65QtyItemsCuFt**100BOX, MED/LG PBO 18X18X24500QtyItemsCuFt**1CHAIR, ARM10 A deposit was put down on the move of an amount of $340 dollars and at that point the move seemed very "cut & dry' and simple. Until our driver arrived at the job and this is when the customer wanted to cancel.  Here are our drivers notes he made when he arrived at the pick up.  [redacted]: UPON ARRIVAL CUSTOMER DID NOT HAVE ONLY THE ITEMS ON ORIGINAL INVENTORY. CUSTOMER NOW  HAD 400 BOXES, BOOKSHELVES, BIKE, LADDER UPON OTHER ADDTL ITEMS. I ADVISED CUSTOMER I WOULD TAKE ITEMS BUT FIRST HAD TO DO A REVISED ESTIMATE. CUSTOMER INFORMED ME THAT SHE DID NOT HAVE A DIME MORE TO PAY FOR THE MOVE BUT WANTED TO TAKE ALL ITEMS. SHE ALSO NEEDED A SHUTTLE TRUCK SERVICE AT DELIVERY, BECAUSE OF LIMITED PARKING FOR THE DELIVERY. I RECOMMENDED THAT WE COULD OFFER LIMITED FREE STORAGE THEN DELIVERY TO A STORAGE UNIT OF HER CHOICE AT DESTINATION (ONCE SHE HAD TIME TO FIND IT) FOR FREE ASSUMING THAT IT WAS TRACTOR TRAILER ACCESSIBLE. CUSTOMER REFUSED AND DID NOT WANT TO WORK WITH US. WE EVEN AGREED TO TRANSPORT THE SAME ORIGINAL LIST ABOVE FOR THE SAME QUOTED PRICE BUT ALL THE ADDITIONAL ITEMS WOULD NOT BE ABLE TO GO SINCE WE WERE NEVER AWARE OF THEM. THIS SOLUTION DID NOT WORK EITHER.  When a customer cancels in this fashion and is not willing to work with the company whatsoever and their inventory is so inaccurate according to what we were told in the beginning. We expect some patience in getting them the refund. At first ownership did not agree that the full refund should even be given considering the fact that we were given inaccurate information. Eventually we agreed and the customer will now be getting her full refund. However this complaint being filed against us makes no sense because we have been in contact with the customer and only wanted her to be fair with us about the situation and our wasted time trying to come to a solution with her. She was not willing to come to a solution with us even after multiple attempts on the date of the move.  TRACKING: [redacted]SENT THROUGH [redacted] SERVICE.

First we at Empire Moving and Storage Inc would like to thank Mr. Ibrahim Jalal for selecting us for their cross country move. We would now like to address the claim/critique 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 commenting what we feel is fair in response. We want this complaint against our company to be resolved.We have reviewed the calls between the customer and our representative [redacted]. Every item named to our representative was listed on the initial estimate. However, when we arrive at the home for loading of the job there were additional items that were not named to our representative initially. We ship based on space used and extra space was needed because of the additional items and packing of items. Sometimes when items are packed properly that can become a little more bulky. When the need for more space was realized we did consult with the customer and did not penalize the customer with an inflated rate the additional space that was needed. We offered the same binding price per cu ft for the additional space that was needed. We do require a guaranteed form of funds to be paid to our driver before the unloading of a job. This is in our contract and is signed and agreed by our customers. We are allowing Mr. Ibrahim Jalal to file a claim for the damages of his items and he will be reimbursed once the claim is received back from him and is analyzed. The missing items have been located and are being shipped by Fed-Ex this week. We will notify the customer directly through email when this happens. We feel we have done our contracted job and the client will not only be able to file a claim for the damaged items, but will also be receiving the items that were not shipped initially, very soon. Because of our interaction with the customers requests that this complaint will be resolved fully.

Yes my items finally arrived. This company should not be allowed to continue the business. The are very untrustworthy and they lie on a daily basis. They are not giving their customers the care they deserve.

We have spoken to the customer and went over her concerns in what exactly happened. We came to a fair amount of reimbursement of $300.00 - The customer has agreed and is happy with this outcome.

This customer was aware that we were going to mail her a check in refund for her deposit amount so we are very confused about this complaint. The post office can verify when it was picked up and we also have proof to verify that it was mailed on Oct. 6th and should be arriving soon. Sorry for the...

confusion.

We would first like to thank [redacted] for choosing Empire Moving and Storage Inc for her long distance moving needs. We are sorry that we had problems with this order and contract issues that caused the delivery to be late. It was actually not entirely our fault. In the beginning [redacted] did not have...

a delivery address for us and opted to go with our 30 days free storage. We were notified at a later date once the storage stay had already began. When we received our LDF form we then got [redacted]'s belongings loaded on the first available truck headed to her destination state. This delivery was not late and was clearly within our DOT guidelines. We are sorry for any inconvenience and we wish our customer the best in their next chapter of life.

[redacted] we would first like to thank you for choosing Empire Moving and Storage Inc for assistance in your relocation. It is our goal to best serve all of our customers. We are sorry that you have been unable to reach us but we are worried you have not been calling/using the correct info. Our toll...

free main company line is [redacted] and our headquarters address is [redacted]. Our Dispatch Dept. direct line is [redacted], you can always call this number and ask for either [redacted] or [redacted] who would be more than happy to assist you in anything that you need help with. We are sorry to hear about your damages. Please complete the form that was sent to you and mail it back to our headquarters address. Once this claim is received we will start your claim with our Claims Dept @ CSI. Claims can take upwards of 120 MAX but smaller claim usually do not take as long. We will be fair in reimbursing you for our damages, but the claim must first be filed in order to get the ball rolling. We wish we could have avoided such a simply complaint to the Revdex.com and normally communicate with our customers much better with this process. For this we apologize. Thank you for your time and please call me directly if you have anymore issues. Operations Manager - [redacted]

First we at Empire Moving and Storage Inc would like to thank Mr. James F Largen for selecting us for their cross country move. We would now like to address the claim/critique 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 commenting what we feel is fair in response. We want this complaint against our company to be resolved.We would like to apologize for being late with the delivery of the shipment. We had mechanical issues with one of our trucks and is was not intentional. Despite the accusation of us ignoring calls/emails, I have reviewed call logs/emails and have found numerous times of correspondence between customer and company. This shipment has been delivered and if our customer has anymore issues then they are more than welcome to contact us directly. The desired resolution to this complaint was for the furniture to be delivered, that has happened so we are looking forward to this complaint being resolved.

First, we at Empire Moving and Storage would like to thank [redacted]  for selecting us for their cross country move. We would now like to reply to all of the claims/critiques 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 ending by commenting what we feel is fair in response. We want this complaint against our company to be resolved and do feel the need to point out truths unmentioned by the consumer. Every customer that agrees to our service agrees to a primary/back up date service policy which allows us room for thing that we have no control over such as weather or mechanical issues. We did have problems with our truck but were still able to service the customer on the date that was agreed upon by both parties. Multiple aspects of this complaint are nothing but the customer venting out of frustration. We understand the the customer was waiting for and at the point of this being written did not yet have possession of their furniture. The details presented and the lack of organization in the presentation do make it difficult for the public and the Revdex.com to address whether the service was ideal. We did everything that we were contracted to do. On the date of the pick up the customer notified us of a 7 day window which the furniture could NOT be delivered during. This is something that should have been mentioned to us much much further in advance. As stated by the customer " I wrote a note on the paperwork stating I could not take a shipment between June 10-17 due to going on vacation." Then a few sentences later also stated by the customer "June 9 We left for [redacted] at 11:00am" ------- The customer did leave a son available to receive the shipment but did not have guaranteed funds available for the driver on delivery. Per our contract "Any fund handed to our driver on the delivery of furniture must be in the form of Guaranteed Funds (Postal Money Order or Cash) We do not accept personal checks or credit cards on delivery. We do apologize for any inconvenience that may have presented, but this is something that is discussed, then signed and agreed on with every customer before we are willing to service a long distance move. We did review call logs and found none as described by the customer. Our owner [redacted] did discuss the details and concerns with the husband and at that point he had no ill will toward Shaun or our company and was actually totally understanding of the process and the re-delivery charges that were pending. A portion of their fees were waived at that point by [redacted] and everyone at our company assumed all was well until we received this notice.In conclusion, the customers desired resolution for this complaint to be resolved was for the delivery of the furniture to be made. Delivery occurred only a few days after we received notice of the complaint. We again thank the customer for their understanding of our contract. And wish for this complaint to be closed.