Imperial Moving and Storage

Review: I used Imperial Moving and Storage, I put a twin size bed frame and folding mattress into the storage which they indicated they would charge me $50 a month and my first month free. I asked over the phone to the lady I was working with if there would be any other fees and she informed me there will not be any more fees other than the $50 a month. I also received my receipt which indicates, by their worker's writing, it is $50 a month and the first month free. NO OTHER fees were included and it DOES NOT say there are any removal fees. I want to remove my bed frame and folding mattress and they are now telling me that I also have to pay $90 just to go into the storage and remove my item. [redacted] or [redacted] (not sure what the lady's name is who is very unhelpful beyond belief) is now telling me that I can either pay their minimum fee of $300 to have them deliver my bed frame or I can pay them their additional $90 they are requesting to go into the storage unit to pick it up. No where on any of my three receipts does it say they were going to charge a "visiting" fee or any pick up fee. I explained to her that I have three different receipts and none indicate there is a pick up fee additional to my monthly storage fee and lastly, when I spoke to their employee initially, she also informed me there would be no other fee. She replied that she is sorry about that but that the fees will have to be paid if I want my item. This place is lousy and they're deceiving with what their prices and fees.Desired Settlement: I would like for Imperial Moving and Storage to fulfill their billing the way I was explained by their company it would occur. I have three receipts that indicate the fees will only be $50 a month for storage and the first month free with no further fees. I am not requesting anything from them other than to open the storage unit for me so that I can carry out my bed frame and my folded mattress. None of my items require their lifts or their help, as they are light and I can carry them out on my own.

Business

Response:

We agree to refund this customer $90 and will send her a check to the following address.[redacted]Sincerely,Imperial Moving Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Movers damaged one of my dressers during a move which a representative said would be replaced. The representative name is [redacted]. Since the move we have exchanged numerous emails in regards to this issue. The value of my dresser was $269 which doesn't even include tax and shipping. I negotiated the price of the damaged to $200 and received confirmation from the rep they would send the check. I have not received the check and have been trying to follow up with them with no response.Desired Settlement: $200 as confirmed with representative

Business

Response:

Hi [redacted],

We have approved the $200 settlement for your repair. In a separate email I will send you the required document to sign on for us to process the payment. Please provide me your mailing address.

Best Regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: In August, I moved from New York City to Tennessee. And we had a number of major and serious problems with our move. First, though they sold us a VIP packing, they did not give us VIP service (there was no project manager--he did not show; they did not unpack us and remove boxes, etc). Also, it turns out they did not pack all of our kitchen. They left about 5 cabinets and 2 drawers worth of stuff behind (all of which had tape on them, so show they had been packed). It took them a full month to actually go to our apartment at a time arranged with the super and then to actually mail our stuff to us. We had approximately $5000 worth of loss/damage to our property. Damage was serious and due to negligence on their part. They also delayed the claim process. It took months for them to respond to phone calls, etc. And though we finally agreed to a settlement of $1500 a month ago, I have yet to receive a check. They will not respond to my calls/emails. Last week, I was lucky enough to catch a man answering the phone. He told me my file said the check had been mailed, but he could not tell me when. He told me he would call me back in 10 minutes with that information, and he has not yet called me back. Still waiting for response to yet more emails. (The claim settlement I signed says I will not say anything bad about them on social media, but I now feel an obligation to report this company, especially since seeing that they misrepresented themselves recently as a member of the Revdex.com. I want my $1500 so we can make necessary repairs and replacements and move on with our claim with our homeowners insurance.Desired Settlement: At minimum, I want my $1500 back. Ideally, because of how much time, effort, energy I have spend on this issue since the end of August, I want a higher settlement. Since I have not received my $ or any response from them, I am not sure this settlement is still even valid.

Business

Response:

To Dispute Resolution Services, this customer has already settled with our company for $1500.00 on November [redacted]. As much as we would like to send her the check the day after she settles, it really does have to go through an accounting process. I have checked on the status of this check, and she will be getting it by 1/*/2016. Regards,Imperial Moving Management.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:I

I was told when I settled that the check would be sent that week. And I was told last week it was already mailed. I will only consider this complaint resolved when I receive the check. The reality that you do not respond to your costumers, that you did not return call/emails, that you give inaccurate information, etc., has made for a distrustful and unnecessarily adversarial relationship. You have not been just in your dealings with me.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted], Your check has been mailed out certified. The tracking number is # [redacted]. We apologize for the delay and please contact us if you have any further questions or concerns regarding this matter. Best Regards, Imperial Moving Management

Review: We are expecting delivery of all personal property by moving company pursuant to contract; however, Company refuses to provide a delivery date despite numerous telephone and written requests for same, on a daily basis, within contractual delivery window. Delivery will be late in one business day, but delivery date has still not been provided. Delivery date is required to schedule security clearance and acceptance at destination.Desired Settlement: Immediate notice of delivery date and actual delivery on or before July **, 2014 as per contract.

Business

Response:

Customer has received an approximate delivery date of [redacted] of July.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As I requested of the business on multiple occasions, I absolutely require a date certain to make arrangements, not a three day window of possibilities. Further, the range of dates listed by the business for delivery is outside of the contacted limit- basically, the business has just admitted it will be breaching material terms of the contract, already partially breached when they consolidated my shipment in the first place, compounded by this late date of delivery (terms were for delivery 4-10 workdays from date of my availability to receive shipment, which was 7/*/14, and as such delivery after 7/**/14 is in breach. Finally, the business agent who contacted me to inform me of the planned pending breach and delivery window suggested that I "remove my complaints" or "he would not be able to help me"

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This complaint has been settled and a check of $900.00 has been mailed.

Review: They were two hours late, took eight hours to move what should have taken less than six hours, whined the whole time about it being hot and hurting their backs, and caused me to incur a $500 fine from my new building because we did not finish on time. Oh, and I had to help them move my stuff otherwise it would have been even later and I would have been fined $1,000. WHAT A NIGHTMARE!!!!!!!

The sales person was very quick to take my deposit and agree to be there between 8 and 9 a.m. and that the move should only be six hours or less as I had used this company two years ago when moving into my apartment last time. I explained that, this time, the loft bed was gone so the two hours that it had taken to disassemble and reassemble it were not necessary, and that it was important to start early and on time because my new building was very strict about their 5 p.m. cut-off, otherwise, there was a significant fine. He said he understood and assured me that they could complete it successfully.

Never in my wildest dreams did I imagine that the team I got this time would be such whiners and slow pokes. They were two hours late and blamed it on traffic. Not sure about other people, but yeah, NYC has a lot of traffic and when I need to be someplace at an early time, I leave earlier than normal in order to make it on time. They just said that's the way it is and called me crazy for expecting them to leave earlier. Oh, and never mind that my contract said that they would be there between 8-9, they could not possibly be held accountable for that!

When they wrapped my furniture, they did not put the blankets all the way around so the tape was on the wood and took the stain/varnish off. When I asked them to fix it and not put the sticky side of the tape on the wood, they got upset. They whined that the upright piano was soooo heavy! The three times that I have moved it before were never an issue. This was a simple one bedroom with no bed and no sofa, boxes all packed and ready to go, and these three crybabies managed to turn it into the move from hell.

At the end of the day after it was already past the deadline and the fine was already certain, they wanted to stop the move and come back another day to finish. When I insisted that they finish, a nasty manager called me from the office and said that they would not unload the rest of my belongings if I did not give her full payment by credit card immediately over the phone. They held my stuff hostage and they did not care that they had originally agreed that payment would be made upon completion of the move, which is what I did the last time and all the other many times I have moved with other companies over the past fifteen years. She was definitely not properly trained in customer service and was not a nice person at all. I have left messages for my sales person to discuss the issue of the fine, which is what he said we would do when we were having such difficulty during the move, but he is not calling me back now. I guess he missed the training on customer service as well.

There is so much more that happened, or should I say didn't happen as they were standing around talking on the phone, texting, and laughing, while wasting the time that cost me a lot of money. I have documented it all, video too!Desired Settlement: I want them to reimburse me for the $500 fine I incurred due to their delay in completing the move on time.

Business

Response:

Hi, we have reviewed the customer's complaint, and would like to offer her a settlement of $120.00.

We will also be reaching out to her directly.

Sincerely,

[redacted].

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I incurred the fine directly due to this company's incompetence and I would like a full reimbursement of the fine of $500 that was charged to me by my building.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have managed to settle with this customer and a check is being mailed to her by tomorrow.

Review: I retained this moving company on the recommendation of someone else so I was quite surprised at the service I received. I dealt with Arman who booked my inital quote. I advised him that I needed my sofa disassembled. By the time of the move (about a week and half later) he was not with the company. I dealt with different customer service. They contacted me the day before the move. When I asked about disassemby, they advised that there guys could not do it and that they may be able to get an outside company to do it, but that I would have to pay extra. It did not matter to them that their former employee indicated that he could do it. As I was advised, they were not on the phone with me when the order was placed and they do not know what was said. One would think that if they were taking over a former employee's work that they wouldn't wait until the day before to confirm it but to also check the outcome. The day of the move, Friday September *, 2013, the gentlemen arrived. While pleasant, it was clear that at least two of them were inexperienced movers. I have a 1 bedroom apartment. It took them all morning to get me packed up. I believe there was also a language barrier in that they were clearly advised that they were not to take anything that was not on the list. They moved most of my electronics but left all the cords at my old place. They packed up my wardrobe in boxes, but left clothes behind. Because they did not bring any cords, I had to have the cable guy (who came the day of the move) give me new boxes (he didn't have extra cords for the boxes). So now until I have to make an extra trip to the cable company to return the boxes, remotes, etc. I also spent most of Friday night and Saturday going back to my old place to pick up all the cords and connecting wires for my electronics as well as moving my clothes they forgot to pack. They left throw rugs that could have easily have been put on the truck. I don't think it is unreasonable to expect movers to bring the connecting cords for the electronics. I have moved several times and never had that experience. They also left 10 or 15 empty boxes in my new apartment that I had to dispose of that I am sure I was charged for but did not use. There were so many rolls of leftover tape left in both apartments, it was ridiculous. I called on Septembe [redacted] and spoke with [redacted]. He provided me with a email to voice my complaint. I sent 2 emails and heard nothing. They did not fail to charge me though. I see from some of the others here, it is not the first time there have been complaints about this mover. I have a witness to all of this as my mother was present and witnessed the entire move, my moving some of my stuff myself, the excess boxes and debris left in my old apartment and my new apartment.Desired Settlement: I am not seeking a full refund, but a partial refund for the $375 I had to layout to contact a separate company to take my sofa apart and $200 refund on service since I had to go back and forth to my old place to complete my move including bringing clothes that were left behind and of course all the extension, connecting electronic cords that were also not transported to my place. Keep in mind, I had to move this stuff myself, a single woman with an infant that does NOT drive. I had to pay several car services to bring the stuff back and forth to my new place.

Business

Response:

Dear [redacted]

This letter confirms our conversation regarding moving services performed for you by Imperial Moving and Storage ("Imperial Moving").

You advised us that there were damages during your move with Imperial Moving. To address this claim, we agreed to provide you with a refund of $425.0Q an amount equal to the damages that were incurred.

Your acceptance of this refund will serve to acknowledge your satisfaction with Imperial Moving's management of your moving services and efforts to remediate the unforeseen problem that arose. Accordingly, your acceptance will indicate your agreement to not publish any disparaging statements about Imperial Moving's reputation with regard to moving services.

Please sign and return a scanned copy of the attached signature page, and we will process your refund.

We are committed to providing excellent customer service and appreciate your willingness to settle this matter with us.

Best regards,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. I am just waiting for the check. I signed the documents required by them, but have not received anything yet.

Sincerely,

Review: We hired Imperial to move two bookcases for $400, from our NY apartment to NJ. The movers were reckless / grossly negligent and caused extensive damage to the hardwood floors in our soon-to-be nursery. Damage consisted of scratches and gouges. Some are up to 16+ inches in length, which indicates the movers did not stop once they started to cause damage. The scratches change direction, which indicate that they persisted. In addition, these are not superficial. Some damage goes through all superficial layers of the hardwood and exposes the underlying wood. The damage is so bad that we need to refinish the entire room's floors according to our contractor. These floors were refinished a year go and have sustained multiple furniture moves since then without harm. We tried to resolve this with Imperial. They have offered us $150 and claimed that this is all their insurance will pay them. We pointed out (i) this is not a normal insurance claim for damage to moved goods, as this involves damage to our home and (ii) that per their own claims provider and federal websites, as well as basic principles of law etc (for example, the electronic contract they sent contains no limitation on liability for this type of damage) they are responsible for the behavior outside professional norms of their employees. If their insurance does not cover damage, they need to go out of pocket.Desired Settlement: - Payment for necessary repairs and associated materials / moving costs to prep and refurnish nursery ($1,000). - Refund of payment for moving service due to dissatisfactory customer experience and failure to provide a professional service. ($400).

Business

Response:

To whom it may concern,

Review: I hired Imperial movers to handle my move back on May [redacted], 2014. Some of the furniture was to be delivered to my new apartment, the other was to be shipped abroad. After several interactions to get the documentation for my shipment, a bill of lading was provided to me in mid July. Some furniture showed up yesterday at my residence abroad and it is not my furniture. Hence, my belongings have been lost and I have incurred in duties for the importation of a furniture that is not mine in excess of $5,000.Desired Settlement: I want I reimbursement for the value of the furniture, the services I paid that were not rendered and the duties I had to paid on the damaged furniture that was sent to my residence abroad.

Business

Response:

Our [redacted] has been handling this complaint and will respond to the customer with a resolution quickly.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The businesses' response doesn't address what is being or will be done to provide me restitution for my lost furniture and the monies I have incurred to nationalize a shipment of garbage. More than an month has passed since my complaint was filed and now I am being avoided by the managers of the business and left with with no definitive answer on how my issue is going to be solved. My furniture remains sequestered or lost since May [redacted] 2014.

Thanks,

Review: I had the worst experiences (with a lot of stress and many follow-ups to get them to respond to my inquiries regarding the delays, damages and missing items) from New York to CA with Imperial Moving Company, the sales person was nice when he wanted my business and then he wasn't available on my moving day, I was threatened by the movers to pay extra money for moving my standard sized sofa, I ended up giving them a good tip hoping that they would take a good care of my stuffs but they lost my end table and one box of items (Cusinart 14-cup food processor and vases) as well as made damages to my bed, coffee table, office desk, dishes, vases, etc. I didn't get my stuffs shipped to CA until the last day noted on the contract which is later than the sales person told me when he tried to get my business. It took them over two months to finally get back to my with a minuscule "settlement" based on the information that they made up without my input. they ignored the information I provided. I would like the company to review my claims based on the information I provided (estimated value of $1400 and over 900 lbs of loss/damaged items) and offer a fair "settlement" value as soon as possible!Desired Settlement: I would like the company to review my claims based on the information I provided (estimated value of $1400 and over 900 lbs of loss/damaged items) and offer a fair "settlement" value as soon as possible!

Business

Response:

Hi [redacted],

We are already in the process of resolving this claim between Imperial Moving and the Client. As you know, during your move process, you were covered by the basic moving insurance. After processing the previous information you had provided us, you are only entitled to a refund of $48.00. However, after discussing things over with the claim's department we has agreed to offer you a refund of $150.00. You have expressed that you were not satisfied with this, so we further increased it to $200.

We has re discussed this again with the department and have agreed to refund you $300 as a final refund. We will send you a settlement forum to sign and submit back. Please update us with a mailing address to issue you a check.

Best,

Imperial Moving Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

As I told [redacted] @imperial several times and noted in my desired complaint outcome, they need to determine the settlement value based on the information I provided, not sure how they derived the entitlement value of 48 so I cannot trust that number unless I see the breakdowns of estimated weight for my missing/damaged items. They need to learn to listen to customers, don't just ignore customer requests or tell them what they want to hear but do nothing about it. It's been extremely stressful to follow-up with them on regular basis since I agreed to let them help me with the move. I think 300 is not a fair settlement since I will have to replace all the missing/damaged items. Thanks.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

HI, we would like to raise our offer to $400.00.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On July [redacted], I had a pick up done by this company. I was told to sign the paper BEFORE any estimate was given stating that the inventory was correct and also in the insurance section ( at no charge to me). After he finished loading the truck he told me that I owed 1400. Mind you I payed in full for my delivery already estimating $900 (he had no idea I had already payed upon ordering the service and left to call "someone"). He proceeded to tell me that I would still owe $500 because my items went over the estimated cubic footage. When I first put down my items I had 24 listed, upon pickup I only had 21 which should have freed up some space. Also I was told my elliptical was what put me over by 125 cubic feet and $4 a foot. It clearly states on my contract that they are supposed to disassemble large furniture items and reassemble, which he told me he could not do because he was ill equip. I should not have to pay money for unprepared workers who could not uphold their side of the contract. I called the company and was told that I would get a call back and have not heard back from them at all. I have read reviews and have learned that their call back when concerning issues is non-existant so I am filing this claim. I will continue to call them and see if we can resolve this issue without a problem.Desired Settlement: I would like for them to uphold their end of the bargain at a $900 fee for the pick and delivery to my predetermined location with NO EXTRA FEES on my behalf.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Imperial Movers has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: Imperial Moving Company was hired to assist with our move. They arrived an hour later than what was specified on the contract. They also tried to over charge me because the job was as long as anticipated. I was told there wasn't a fee minimum yet because the job only took 2 hours I was charged for 3. They also tried to tack on an additional travel fee which I had already paid. During the job my wall was damaged in two places. I sent them pictures of the damages and we agreed for them to pay me $30. I didn't even charge them for the paint. I was told that the $30 would be sent to me two weeks ago and I am still waiting. I have sent several emails and I get not response and have been ignored. I do not and would not recommend this moving company to anyone.Desired Settlement: To pay me the $30 we agreed for them to pay and of which I have in writing with my signature.

Business

Response:

We have already settled with this customer and she has deposited the check for $30.00 that we sent her.Please see attached copy of check.If there is still some other missing response to a dispute, please let me know .Best Regards,[redacted]

Review: My roommate and I moved on August [redacted] using Imperial Movers (reference #[redacted]). Our movers came over 3 hours late which was very inconvenient given that we had to reserve the elevator for certain hours and had to change it twice. I also believe we were extremely overcharged. Our movers were there for only two hours and we were charged for four hours. The movers arrived at 4:30pm and left at 6:15pm. We were billed $480 for the moving portion in addition to another $120 for their travel time. We were told on the phone by [redacted] that the move could cost anywhere from $480 to $600. We know that we should only been charged $360 and are extremely frustrated.

The movers left with a generous tip of $140 ($90 for move out and $50 for move in). After 15 minutes, one mover came back up to our apartment and asked for more money. It was extremely rude and uncomfortable. We offered him $10 more just to make him leave. We would have tipped more if the movers were professional, however, they argued with us over missing boxes on the inventory list and did not handle our boxes/furniture properly. They were not respectful of our furniture or our boxes and after voicing our concern they told us there were already scratches on the furniture. Furthermore, after unpacking we realized that they lost a lamp shade in the move.

We are extremely disappointed with the move in and would never recommend this moving service to friends/family.Desired Settlement: $150 for the additional hour charged and the missing lampshade

Business

Response:

This claim has been processed and successfully resolved. Please see the signed settlement that reflects both parties resolution for your records.

Best,

Imperial Moving Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. We are awaiting the payment.

Sincerely,

I was quoted $650 and then after they unloaded the truck they charged me $820 and then charge me a different price to bring my furniture back with the same distance and amount of furniture. Before you order your service they will be nice over the phone then once you put your deposit they don't want to answer any questions. Horrible customer service.

Review: We have experienced multiple problems with this company and have attempted resolution many times + still do not have our belongings back. I have a number of emails detailing the correspondence as well. Below is a list of issues. The packing of our apartment took place on March [redacted]in New York. Moving to Los Angeles.

Estimate Overage:

- Had a sales rep come to apartment to visually count + estimate boxes etc to ensure quote was 100% before awarding the business.

- On the day of the move we were told it was over the "binding" estimate

- When asked for the amount + how they determined the overage the movers response was "I just know"

- We contacted sales rep + requested a measurement to verify it was in fact over given we had a visual estimate conducted. We were promised an updated measurement within a day

- We STILL have not received a verification and was already charged an incremental fee

APARTMENT DAMAGE:

- Movers smashed the couch into our wall leaving a huge hole- we had the couch taken apart prior to the move to ensure we avoided this problem

- Called Sales rep immediately to report the damage, followed his instructions to send him details and a photo. He told us he would handle + get someone out to fix it immediately given we were leaving on a flight that same day + new tenants were moving in

- Emailed repeatedly to follow-up over the course of the last 19 days about the issue given it was not fixed. We were "yelled" at and told we needed to email the service group which we were unaware existed

- I finally received an email on the [redacted](19 days after) that they were able to send someone out within a week to fix.

- A new tenant lives there + our landlord fixed causing problems with our security deposit

LOST/DELAYED DELIVERY:

- After 6 days of reaching out to a person that I was informed was our moving coordinator we were told 4-18 business days for delivery... after it was already 4 business days since our pack

- After regular follow-ups to the coordinator for another week with no reply, we are finally told she does not work past 2pmEST, (11am our time) therefore she will not get back to us unless we call earlier

- We follow-up again. I receive an email back with the wrong name in the email (sent to someone named [redacted]... that is not even close to my name) + told our items were loaded and would arrive in 10-15 days.

- I reply asking for confirmation that she meant to email me given the name inaccuracy and I receive no response, just a copy of the same email

- the email contained the drivers name + number and instructions to call him

- we call for a week + a half every 2 days for an update.

- Driver changes his location + route each time we talk to him adn tells us another 4-5 days each time

- Monday March [redacted], we call and he tells us he's in Los Angeles but he has no clue who we are, then says he needs to ensure we are in good standing + he'll call us back

- We get no phone call back so call our sales rep.

- the Sales Rep says they don't know where our stuff is

- We call the driver + the driver confirms he never had our stuff

- 5 hours of phone calls + finally someone locates our stuff + it's in NYC and never left storage.

- Our belongings are still in NYC and will not be here for another 5- 7 days

- the "contract" states belongins will be delivered within 4-18 days. My rep pormised it woudl 10-12.

- our new estimate based on the current situation has it being delivered 20-24 days

CUSTOMER SERVICE/COMMUNICATION:

- yelled at by the sales rep repeatedly about what his job is + isn't and that I should have known to call the service department about the wall even though we followed his explicit instructions

- my logistics coordinator will not respond to me (it took at least a week before she would even acknowledge me, then i'm called the wrong name + she refuses to provide any information as to what is happening)

- the manager has promised to solve but he did not follow-up two days ago as promised + when I called the next day to inquire I was lied to that he was in a meeting then when calling back 2 hours later told he was never in the office that day

- I have passed to the [redacted]person who seems to be somewhat interested in solving the problem but has no power.

As of now, we do not have an update as to when and more importantly IF our belongings will be delivered next week. The team in NYC continues to argue and defend the "contract" which they have broken repeatedly.Desired Settlement: Our desired outcome is two-fold:

1) we want our household delivered ASAP. It's March [redacted]days after they packed our apartment

2) based on the hole in the wall, delay in delivery + supposed "incremental" volume we have still not had verified we are entitled to a fair credit to the remaining balance. I was offered $350 which is the cost of the supposed overage- and will not accept that.

Based on the damage to our apartment, losing our household, significant delay (and as far as I'm aware, no delivery at this time) + absolute lack of response we are entitled to a fair credit of at least the remaining balance. We have already paid $1000 and supposedly owe another $1000, despite our binding estimate which was quoted at $1690 for a delivery within 18 business days.

We are fair, professional people and want this to be resolved quickly + professionally which is not happening. We would greatly appreciate any assistance in getting us our household back at fair price for the damage + lack of delivery.

Business

Response:

[redacted]

please let me know if you have any other questions regarding this complaint.

Best,

Review: Imperial Moving and Storage estimator quoted 4 men and 7 hours of time to move the contents of a two bedroom apartment approximately two miles to another two bedroom apartment.Imperial then reported it took the 4 men 15 hours to complete the move. My daughter who was the one moving told me that the men were terrible and ridiculously slow.It is an age old scam used by dishonest moving companies under quote to get the job and then overbill.Any qualified estimator should be able to be accurate within 10%. To be off by more than double, 7 hours quoted and 15 hours used is completely unacceptable.Desired Settlement: Imperial movers billed my credit card for 500$ more that the quoted price.I will agree to pay for one additional hour, 135$ but no more

Business

Response:

Hi [redacted],

We're sorry to hear that you were not satisfied with your moving experience. The quote was set by an hourly charge and thus was accordingly. Also, at the end of the move, we provided your daughter a discount which was agreed to between Imperial Moving and the client so we were able to close and charge the move at a certain amount. If you are still unsatisfied, please contact our support team at [redacted] to file a claim.

Best,

Imperial Moving Management

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I have tried to reach the resolution department and their email does not work

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],

We have already provided you a discount of $540 off of your daughter's total in order to better assist her with her move. However, we will offer you and additional $100 off of your total as a final refund offer. Please contact us if you should approve this. This will be a total of $640 off of your move if you should approve this.

Best,

Imperial Moving

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I just received an email from imperial moving giving me a 150$ refund. I assumed this closed the matter

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: June 2014 we started an international move with Imperial Moving and Storage. Leaving aside the fact that it was very difficult for us to receive the desired boxes at first - that finally worked - we have ever since send a multitude of emails and phone calls to Imperial Moving and Storage that were either not returned or not answered to our satisfaction. Neither have we received the contents of the move nor do we know where the move is. Requests for this are not returned. We simply do not know what to do other than involving Revdex.com and seeking legal help.Desired Settlement: Reply to our requests.

Finish the job.

Refund our expenses for furniture, toys, clothing (7500 USD) that we had to spend meanwhile.

Refund the money paid for the move.

Cover costs for legal help that we are going to seek.

Business

Response:

Hi [redacted],

As you know, you are covered by the basic moving insurance of $0.60 per pound of each item. According to this, you are entitled to a refund of $150. However, due to any inconveniences cause by Imperial, we would like to offer you a refund of $300. This is our highest in house refund we will be able to offer you. Please let me know if you should have any questions or concerns.

Best Regards,

Review: On May *, my husband and I moved from our studio to a new place 11 blocks downtown in [redacted]. During the course of the excessively and unreasonably long and delayed move, one of Imperial's employees, in a grossly negligent manner, gashed my Marcel Breuer Laccio coffee table (which retails at Design Within Reach for $789 plus tax) across the table in a very destructive way. I immediately called Imperial and spoke with [redacted], who identified himself as the [redacted]. He passed me on to [redacted], who identified herself as the "claims" person. I was understandably very upset, in light of the table's damage and the excessive time the move took, much to the chagrin of the [redacted] (more than 7 hours, to the point where the moving company passed the 4pm deadline of our new building, the [redacted] noting that the employees helping out were lazy and incompetent). Over the phone, [redacted] offered us a $150 moving credit for our move which cost more than $700. I protested the sufficiency of this credit due to Imperial's gross negligence, and [redacted] offered to instead repair the table. Imperial's [redacted] took the table with him as the movers left, per Imperial's instruction, and it is now May [redacted] days later. [redacted] avoids my calls. [redacted] responds to my every fourth attempt to contact her. I was advised have a stack of emails saved that I sent [redacted], each time [redacted] promising that it would be another day or two until I get the table back. Both [redacted] and [redacted] refuse to answer my calls or give me any real answer on my table. I asked where it is physically located, and I never received an answer. I asked exactly what is being done to it, and I've never received an answer. The office staff at Imperial is clearly told to screen my calls. This is a drain of my time and energy and is utterly unprofessional. I have numerous emails as backup.Desired Settlement: I want my table repaired and delivered to me ASAP.

Business

Response:

Hello,

we have repaired the table, and are waiting for the client to sign a release form. Once she signs it, we will send her the table immediately.

Sincerely,

[redacted].

Consumer

Response:

The business has held onto my table for weeks and I have not been afforded the opportunity to see it and confirm it is indeed repaired. The business emailed me their release form which asks me to release them for all claims in exchange for the repair. I cannot sign a release and release the business from all claims without seeing the table first. I offered to sign the release simultaneously upon delivery of the table. I cannot sign it before. What if I sign the release and I get the table back and it isn't fixed? Or worse, I never get the table back after I email in the release? This request is perfectly reasonable.

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have responded to [redacted] with a firm settlement amount. I have yet to hear back.

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We have reached an agreement with the customer for a $1000.00 refund. The check was mailed out to her today.

Review: I HAD THIS MOVING COMPANY DO A LOCAL MOVE FOR US AND WHEN THEY WERE AT END OF MOVE THEY TRIED TO TAKE MORE MONEY FROM ME ANS SAID THERE WERE MORE BOXES THEN I SAID. WHIC WAS A LIE. THEY HELD MY PERSONAL STUFF IN TRUCK AND WOULDNT TAKE IT OUT UNTIL MY FINACE HAD TO WARN THEM. THE REST OF THE STUFF ON THR TRUCK WAS HANDLED VERY ROUGHLY AND WHEN I REALIZED WHAT BOX THERY WERE SLAMMING AROUND. IT WAS MY TV.THEY CRACKED THE SCREEN ON MY TV. I HAVE BEEN CALLING THEM OVER AND OVE RAND THEY WONT RETURN MY CALLS AND KEEP LYING ABOUT THIS GUY ISNT HERE OR THE CLAIMS HAVE NOTHING TO DO WITH THIS SIDE O THE BUSINESS.. THEY KNOW I AM A WOMAN AND THEY THINK THEY CAN GET AWAY WOTH THIS. THIS COMPANY SHOULDNT BE RATED ANYWHERE ON Revdex.com. THEY LIARS AND THEY TRIED TO STRONG ARM ME THAT THE STUFF ON TRUCK ISNT COMING OFF. I WONT STOP TILLDesired Settlement: JUST NEED TO REPAIR THE SCREEN THATS ALL I WAS ASKING AND NOBODY WANTS TO HELP OR RETURN A CALL

Business

Response:

Our claims department has settled with the customer for $200.00, and have sent her an settlement agreement. The customer can sign the attached and the check will be mailed to her immediately.

Review: In short, I scheduled this move for Friday, August **, 2014 between the hours of 12 PM and 5 PM to coordinate with both the origin and destination building elevator times that I had reserved. At approximately 12:30 PM on Friday, I was informed that the crew was running late, but would arrive no later than 2:00PM. After that first phone call, the day amounted to multiple back-and-forth calls with four different Imperial Moving employees, all offering four different stories (in essence, at least three people were lying to us) as to why our move was delayed and why the start time was being pushed back. With every phone call, my fiance and I continuously exaggerated the fact that our destination building has a strict 5:00 PM deadline for move-ins as well as a "no weekend move-in" policy. The new moving crew did not arrive until approximately 4:45 PM, more than four and a half hours late.

I paid the foreman, [redacted], in full (plus cash tips for each laborer) not only to prevent him from running into any trouble with his superior, but also as a show of good faith on my end. This experience amounted to far more than an inconvenience; the tangential effects range from unfulfilled contractual obligations to lost wages for both my fiance and me.

I reported this exact account to the claims/support department, specifically [redacted]. She referred me to the claims department, which was an improper resolution because the claims department does not handle this sort of issue. [redacted] then offered an unacceptable resolution and has been unreachable by phone and email ever since. I have continuously emailed her, called her office, and left messages for her at her office number. This isn't even to be considered customer service, because the service is non-existent. I have even asked to speak with [redacted]'s superior, but he is also never in the office and has never responded to any of my messages that I have left for him.

I have been diligently and desperately trying to resolve this issue since August 2014, but this effort has not been reciprocated.Desired Settlement: First and foremost, I would like an actual response from someone at this company for what has happened in terms of the actual move day as well as my "experience" (or lack thereof) with [redacted]. I would also very much like to resolve this issue once and for all.

Business

Response:

Hi [redacted],Thank you for reaching out to us. We apologize for any inconvenience we may have caused you during your moving process. I sincerely apologize for the lateness in arrival on your moving day. As you are aware, our policy for tardiness is a $50 refund. You expressed you are not satisfied with this offer and thus we have offered you a $150 refund off (3x which you are entitled) of your move. Please find the thread of our conversation attached. We will forward you the refund forum again to sign so we may issue you a refund for the inconvenience we may have caused you. Please let me know if you should have any questions or concerns. Best,Imperial Moving and Storage

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Imperial Moving has failed to forward me the document as stated in their response to my Revdex.com complaint. Further, I do not agree with the terms (not having to do with the monetary aspect) of the original document presented by the company, which is a reason why I want to speak with someone about the terms.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Hi [redacted],We would be more than happy to send you out a check right away. All we need is verification from you that you are willing to settle this matter for the amount offered. As soon as we receive this verification we will send your check out. Best regards,[redacted]

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Imperial Moving and Storage has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: On 12/**/15 we used Imperial moving and storage to move us from the Bronx to Yonkers. We had used them in the past and had a great experience until this time. During the move the movers misplaced a $75 dollar lamp. As soon as they left I realized and called Imperial immediately. I received a call from the driver stating he could not locate it. My husband went back to the old place where the movers met him and was unable to locate the lamp. Imperial agreed to compensate us $50 for the lamp. It is now 2/**/16 and we have been going back and forth with emails and phones telling me the check went out. I even signed a form agreeing to the amount of $50. I received a call on 2/*/16, after sending a long email to customer support, from someone named Avi ate Imperial claiming he would sent the check out that Friday 2/*/16. I live a 20 minute drive from there location. It does not take the mail over 10 days to get from Manhattan to Yonkers. After reading several reviews online I see this is the norm for this company when items are damaged to misplaced. They string customers along for months promising reimbursement in which they never get.Desired Settlement: My $50 compensation for my lamp, that was promised by imperial.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,