Imperial Moving and Storage

Review: 1) Movers packed hastily and rushed to finish the job. I did not feel confident in the way my breakables were packed. 2) Movers damaged the wallpaper in the hallway of my building. I have not yet heard back about the status of my claim and am getting increasingly frustrated. 3) Company could not give me a straight answer on when my goods would be delivered to my new destination. When they finally did get to my area, they lied about arrival time and I got up at 6:30am for nothing and ended up missing a full day of work. 4) Truck was packed hastily. My wall unit arrived broken and I'm surprised more of my things did not get damaged. I have some pretty gruesome photos of how the truck was packed; passersby were even commenting on how horrible it was -- they felt so badly for me! 5) Was charged an extra "long haul" fee because the distance from the truck to my apartment was over 75 feet. I was not expecting that. Read the small print; the company likes to nickel and dime! 6) It started to rain, and they left several boxes of my stuff outside to get wet -- including a box of paintings that my grandmother painted. I ended up carrying the sopping wet items into the lobby myself while the manager sat on the truck. I have another picture as proof! 7) Movers scratched the newly finished floor in my new apartment. I can go on and on with the list, but I strongly urge you to look elsewhere for your moving needs. I'm hopeful I will get compensated for my damaged property and the damages to both my old and new apartment, but they have not responded to my e-mails and I keep being told that the people I need to speak to about claims are never in the office. I hope that Imperial Movers acts promptly on helping to right all that went wrong.Desired Settlement: I would like a refund for the move, compensation for my damages, and repair/compensation for the damage to my building in NYC and apartment in Milwaukee.

Business

Response:

Hi,

Review: I received a quote for 3 hours of moving + 1 hour of travel time with 3 men and 1 truck for September [redacted], 2015 (job number [redacted] ). I pre-paid a $50 deposit, and expected to pay the balance of the estimate on the day of the move. However, my credit card was overcharged an additional $136 dollars more than the balance for the work done. The move was completed within the allotted time, I did not purchase or rent any boxes, and I tipped and paid for the bridge tolls to the foreman in cash at the end of the day. I have emailed their support line and spoken with their operations office, but have not received any responses from the company. I expect to be charged the fair price I was quoted.Desired Settlement: I would like to receive a refund of the $136 that I was over-charged.

Business

Response:

We have reached out to the customer and will be settling the complaint.

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,

Reservation was made with a $50 deposit. After a few modifications to the original contract, the final quote was exorbitant so an email for cancellation of the entire contract was sent 7 days before scheduled move (the contract calls for 5 days notice not including move day). A day before what was to be the moving date, an email was sent to me soliciting extra insurance. This I declined and restated that a cancellation had been requested. Instead of refunding my deposit, this company billed by card $1000, cancelled the reservation and sent an email stating that the company could not trace my email requesting cancellation. It was further stated by the person soliciting extra insurance coverage, that "she has no access to other employee's email to determine if the cancellation was received or not." Unscrupulous practice of this company needs to be exposed. Resolution will be sought through the court to recover the funds I was robbed.

This company is not professional at all. There was misrepresentation at every level regarding a small move I had them do a few weeks ago. They told me I would pay a flat rate and hit me with erroneous charges at the end of the move. Furthermore there was no phone call the day before or day of the move to confirm. I frantically left several unanswered messages the day of the move which was a Saturday and never received a call back even though the voicemail stated they weren't in the office but check messages. When I booked with this company the salesperson swore there was always someone available to speak to. Not true. Eventually they agreed to refund my $75 and I still haven't received a check even though they told me the check was mailed.

Review: In June of 2012 I moved using Imperial Moving and Storage and my personal items (furniture, boxes of other items, etc.) were put into storage through the same company. In November of 2014 I moved my possessions out of storage.

I was appalled at the way my personal belongings were piled on top of one another and then shrink wrapped. It is no wonder that some of my furniture was damaged.

My damaged items include:

- The feet of my leather and teak chair were broken off

- The leg to my teak console table was disengaged

- My metal desk (which is on wheels) was broken where the legs meet the wheel feet

Equally as or more upsetting, many of my personal belongings were missing. This includes:

- 2 Rugs

- my couch

- the base and foot boards to my platform bed

- black metal stools/table

The value of the lost and damaged goods exceeds $5,000, not to mention they have personal significance to me.

Furthermore, Imperial Moving & Storage has been double charging me (on two different credit cards; one that is mine and one that is my mothers, so we did not know until much later what was going on) for 14 months x $125 per month= $1,750, which they still have yet to reimburse.

It was impossible to get anyone from the claims department on the phone and finally after over a month of back and forth via email I was finally offered a $150 settlement for my lost and damaged furniture. Still no check reimbursing us for the double charges (it has now been 3 months).

The entire process and back and forth with little regard for (not to mention no accountability for) my personal possessions with Imperial Moving & Storage has been an extremely negative experience and is unacceptable.Desired Settlement: I would like $1,750 reimbursed for being double charged for 14 months, $5,000 for my missing/stolen furniture, and $589 reimbursement for the recent move out of storage to attempt to cover the time, energy, and grief I have spent following up with the company who has been so careless and thoughtless about how they have handled this situation. This totals $7,339.

If I am unable to get reimbursed for the damages and missing items via Revdex.com or their insurance carrier, I am going to be forced to take legal action and bring this to small claims court.

Business

Response:

Check was already sent, but we were not notified that the customer did not receive it. We will send again by certified mail to [redacted]3.

Review: I have now reached out to Imperial Moving regarding my complaint on two separate occasions. The first time was via phone and email on 6/*/14, one day after the incident. I contacted their office via phone and they instructed me to write an email to their "support" address and someone would respond within 3 days. I wrote the following email which describes my complaint in detail:

Hello,

I just spoke with [redacted], I believe her name was, via telephone, and she instructed me to email the support team regarding my issue. Yesterday, June [redacted], I was moved from my apartment at [redacted] to [redacted], by [redacted]. I chose Imperial Moving because it had great reviews so I was extremely upset and frankly appalled by my experience yesterday. [redacted] had me sign a "contract" before we left [redacted]. He said I just had to initial where it stated a price of 30 cents/lb and sign on 2 additional pages which allegedly stated that I verified the move (not showing me any sort of extra price for "travel time"). In fact, my contract via email from [redacted] states the travel distance to be ONE mile priced at $52.50, which was included in the total remaining balance I owed of $317.50. Also, the contract has a "No Hidden Costs" section. I have attached it for your reference.

Upon delivery to [redacted] took out the contract and stated that I owed $480 dollars and somehow came to that number by stating there was an additional $120 dollars for "travel time", a one mile distance mind you. I am not sure how he even came to the number of $480 as I had clearly already paid the $50 dollar deposit making my actual balance $317.50. $317.50 plus $120 dollars does not equal $480.... When I started asking him how he came upon this number and that my contract says my balance is $317.50, he stated, "Honey, you already signed the contract. Don't sign things without reading the contract thoroughly." I then told him I would like to speak to a manager at Imperial's offices and he lied and stated the offices were closed on Sunday's and I wouldn't be able to speak to anyone. He further barraged me and said he gets paid $10.00 an hour and if I didn't pay he would have to take the money out of his own pocket. I stated that I will not pay $480 dollars because my contract says the "travel time" was already factored in. He was absolutely trying to scam me and pocket the extra cash. I felt extremely uneasy, uncomfortable and actually frightened in my home as there were two men and I was alone. He then threatened me and said if I didn't pay he would put all of my belongings back on the truck and take them away. I then state that he will not be doing that as that is illegal and I was going to call the police on him. He then asked if I felt comfortable paying $50 dollars for the "travel time." At this point he was literally bargaining with me to see how much he could get out of me. I then went outside and called your offices and told the [redacted] what was happening. At that point, he was leaving and said that he would take money from his own pocket to pay the remaining balance and that this "always happens to him."

I am so taken aback and appalled by your employee's actions and deceptive behavior, clearly targeting me as I was alone and I am a young female. Unfortunately, this paints Imperial Moving in a very bad light. I was frightened for my safety in my own home. I frankly cannot fathom that I paid $360 dollars ($317.50 PLUS an additional $42.50 dollar tip) to be threatened and potentially robbed by two men. I honestly feel uneasy even coming to you as he now knows where I live. I work for the General Counsel of a major, international fashion label and he has advised me that I should be partially reimbursed for my experience yesterday. Please confirm receipt of this email and feel free to contact me personally if you need any additional information. I look forward to hearing from you.

I did not receive any response from the above email. I then had my lawyer contact Imperial Moving on 6/**/14. [redacted] sent them a legal letter via email and by FedEx to which we received zero response to either. The letter is copied below:

June **, 2014

VIA EMAIL: [redacted] & FEDERAL EXPRESS -- WITHOUT PREJUDICE

Imperial Moving and Storage [redacted] Re: Claim of [redacted]

Gentlemen:

I have been engaged to represent [redacted]. Attached to this letter is a copy of the letter she sent to you on June *, 2014. I will not bother to recount the facts stated in her letter. [redacted] has received no response to her letter or to numerous efforts to follow up.

Even a cursory glance at the various complaints filed against your company with the Revdex.com reveals that your company and its employees have made a practice of entering into an agreement with customers, and then extracting more money than your contract entitles you to through lies and intimidation.

If you do not immediately refund [redacted]’s $360.00 we will file yet another complaint with the Revdex.com, in the hope that more potential customers will be dissuaded from engaging your company in the first place. In addition, we will file a complaint with the New York City Department of Consumer Affairs, since your company’s pattern and practice of extorting money from innocent customers through lies and intimidation should clearly be brought to their attention. We will, in addition, file a complaint with the New York State Department of Transportation and seek arbitration of the dispute. Lastly, we will contact our various consumer affairs press contacts given the serious safety issues raised by your drivers’ misconduct.

It is distasteful that you have not, given the gross misconduct of your drivers, had even the courtesy to respond to [redacted]. This is your final opportunity to refund her money. If she does not promptly receive that refund (which you should mail to her at [redacted]), we will take the actions set forth above without further notice.

This letter is not intended be a complete statement of [redacted]’s rights and remedies, all of which are hereby expressly reserved.

Sincerely,

cc: Client

I am truly shocked and appalled that every single one of my attempts to reach out to this company have been ignored. There was not even one attempt to merely apologize for my experience which I would think would be standard practice for a company. I was put in an extremely precarious, uncomfortable and harmful situation by Imperial Moving. I am requesting a full refund of the $360.00 I paid to get accosted and threatened by two men alone in my home. I am disgusted not only by Imperial's lack of concern for the situation, but the lack of empathy as well. Thank you and feel free to contact me via phone or by email if you need additional details.Desired Settlement: A $360.00 refund for amount I paid Imperial Moving.

Business

Response:

This customer has been to our office and has been given a settlement check. Everything is resolved.

Review: After a lengthy dispute, Imperial agreed to settle my complaint (relating to Imperial's failure to provide services as contracted in December 2013) by issuing a $1,200 refund to me. I received and signed an electronic settlement agreement to that effect in January 2015.

However, as of this point, after following up with the company many, many times over the past months, I still have not received the refund.

The company claimed they tried to send me a check twice at the address I provided but the letter was not delivered. I was shown evidence by the company of one such attempts where the address was clearly stated incorrectly which led to the failed delivery.

It is perfectly simple to resend the check to the correct address but Imperial continued to fail to do that with no explanations provided over the past months. I offered to provide my bank account information for a wire transfer or to accept a [redacted] transfer. Imperial declined to use either methods.

This is a clear breach of contract due to negligence and blatant disregard for consumer rights and the company's legal and contractual obligations.Desired Settlement: I would like to receive my full refund of $1,200 from Imperial immediately. I will offer again to provide my bank account information so they can't blame the mail service for failure to provide the refund via check. At this day and age, it is shocking that a company is not able to settle a payment they owe by direct bank wire transfer or other simple electronic means.

Business

Response:

Have the customer provide their banking information, and we will transfer the funds.

Consumer

Response:

At this time, I have been contacted directly by Imperial Moving and Storage regarding complaint ID [redacted], however my complaint has NOT been resolved because:

They still have not provided me with the refund.Please see email exchange attached. They told me they could not send the refund via bank wire (no explanation as to why not). I confirmed my mailing address again (which they misstated when they last attempted to send me a check) and yet they have not sent the check.

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

Sincerely,

Business

Response:

This refund of $1200 has been paid in full by wire transfer. The transaction number is [redacted] .The customer may contact us at any time if she has any further concerns.Regards,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: Imperial Moving was hired and awarded my business to transport my personal belongings from New York to Portland, OR. [redacted] in sales was wonderful to deal with in the beginning to capture my business. However, that is about the best part of my experience. 1) The movers came to pick up my items on 1/**/2014 as well as pack and transport large furniture items that were their responsibility as part of the contract. After loading of all my items, I was then blackmailed by the folks that were picking up my stuff to tip them a $100 or else I would be needed to pay extra fees for miscellaneous items and 2 additional boxes despite my total volume being well below the contracted 200cft (I ended up paying that amount so that way they did not take revenge by damaging my items, which seems like they did anyways). 2) My items were schedule to be delivered on 2/**/2014. I received a call an hour before my delivery that I needed to pay $250 extra as a shuttle fee for my items to be delivered. After arguing with the [redacted] and driver about how ridiculous they were being and that there was no need for a shuttle. Even if so for that matter I should have been notified earlier of this, upon which I would have made arrangements with my building to get the appropriate permits for their truck (if that was truly the case) which I highly doubt was an issue. I believe it was more like trying to make more money from me an hour before my scheduled delivery but resulted in a failed attempt at a bait-and-switch. I ended up having to pay for rental of a U-Haul, which was completely unnecessary had there being proper communication and no such last minute surprises on their part. 3) During final delivery I found my Sharp LED TV cracked, the box was deformed in which they had originally packed and clearly showed signs of abuse and negligence. My TV is now rendered completely useless. However, it was not the end; my very expensive mahogany dresser was missing. It was nowhere to be found on the truck. I was left without a Desk. Both these issues were noted on the bill of Lading. However on the following day (2/**/14) I receive a call from the driver of the truck notifying me that he found my desk. I then asked that it be delivered to my home that evening. I was rudely told that if you want it you need to come pick it up and that we are too far away or else you will have to deal with the office in getting it back. They left me with no choice but to have to drive for a total of 175 miles to get my desk back at some random truck stop in the middle of the state. I have for the past two weeks been trying to resolve and get compensated for the inconveniences caused, the blackmailing and the bait-and-switch, for destroying my TV and making me drive 175 miles to pick my desk which should have been delivered as well as loss of pay from work associated with having to take the day off.Desired Settlement: I need to be compensated for the the damages and loss incurred. 1) $100 of forceful tips that were muscled out of me. 2) $400 for destroying my $1500 TV, 3) $38.10 for the rental of the U-Haul that I was required to pay for, 4) $96.25 for making me drive 175 miles at .55 cents a mile. 4) Loss of pay from work in having to take the day off and drive to pick up my desk - $350. For a total of $984.35

Business

Response:

Hi [redacted],

please let me know if you require additional information regarding this matter.

Review: My roommate and I used Imperial Moving and Storage to move out of our apartment at [redacted] on July [redacted], 2014, after which they held our items in storage until they moved us into our new apartment at [redacted] on August [redacted], 2014.

Among MANY other issues and mis-communications (they tried charging us hundreds of dollars MORE than the agreed upon price saying that travel time was not included in the original price, which ended up being a scam for them to rip us off), a number of our items were both BROKEN and STOLEN. It was clear that almost ALL of our boxes had been opened up, shuffled through, sometimes items were STOLEN, and then taped back up again. This is highly noticeable as our boxes were brand new and taped with clear tape. When they arrived, the clear tape had been clearly ripped off and then RE-TAPED with new brown tape. Not to mention the fact that items were just plain missing, and in one case we found random electronics taped up in a box that clearly only contained clothing when it left our hands.

Since items were STOLEN from our tightly packed boxes, space was freed up which caused even more damage to the glass items inside.

I want to stress that this is COMPLETELY unacceptable, especially after we trusted this company would handle our belongings with care and respect. When I made this reservation, [redacted] promised me a "VIP crew" and "white glove treatment". Instead I had items broken, mishandled and STOLEN. Not only is it unacceptable that our things were broken and stolen, but we feel VIOLATED that someone was going through our personal belongings with malicious intent!

I spoke to [redacted], who is in charge of Claims and she nonchalantly told me to email her a list of broken and missing items with photos of damage- No apology on behalf of the business or anything. After emailing her with a complete list and photos, I had to FOLLOW UP WITH HER 6 days later after she ignored my email. After following up with her, she asked me to send her the weight of each of my damaged items. I find it very unprofessional that I had to follow up on my own email in order for her to ask me this question. It has now been 10 days since my last email and I have not received a response.

[redacted]BROKEN ITEMS:

- Wooden bed frame //

-There was lots of broken glass in one box because items had been removed from it and thus it was no longer packed tight, allowing things to break //

-Lamp shade is entirely ripped off //

-Snapped box spring //

-Mattress has a large rip (Mattress, bed frame and box spring together are valued at almost $2k. All of which are ruined) //

- Bed frame has a wheel snapped off -- can no longer use //

-2nd mattress has a rip and fabric is ruined //

-Hole in back of night stand //

-Hole in back of dresser //

-Destroyed wooden shoe rack.

[redacted]STOLEN ITEMS:

-GoPro Hero3 Camera (valued at $299 +tax) //

-Gold/Diamond Cuff Links (valued at $230 +tax) //

-2 Wireless XBox 360 Controllers (Valued at $49.99 each +tax) //

-2 Wireless PS3 Controllers (Valued at $41.79 each +tax) //

-Bottle of Scotch - Lagavulin 16 (Valued at $89 +tax)Desired Settlement: Imperial Moving has the responsibility to reimburse me for the items STOLEN under their supervision, and for the damaged items caused by their employees negligence. I also expect a refund for the full value of my move due to breach of contract, the fact that their actions and way of handling my claim are COMPLETELY ridiculous AND the fact that this is a complete waste of my time that I have to chase down the people who stole and damaged my things after I paid them a ridiculous amount of money.

Damaged Items: Will settle for $500 //

Stolen items: $802 (value of items) //

Full value of move: $1,200 //

Total desired settlement: $2,502

Business

Response:

Hi [redacted],

Thank you for notifying us of your complaint. However, you have already submitted a claim with us which is pending. We have agreed to refund you a total of $256.50 in order to assist you with any inconveniences caused by Imperial Moving. Please contact the support team if you should have any further questions or concerns.

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:

Imperial Moving and Storage has offered me $256.50 to settle, which is completely unacceptable. The value of the stolen items alone is over $802. By offering me $256.50, this company is basically telling me that they don't care about their customers. I paid them and trusted that they would uphold their end of the contract and keep my expensive items safe under their watch. Instead, their employees committed a crime by opened my boxes and stealing my things and they don't want to compensate me for the money I rightfully deserve. I'm actually offended that they are trying to settle for so little.

My settlement still stands at $2,502 for the items stolen under their supervision, and for the damaged items caused by their employees negligence. I would also like my money back for the full value of the move which is included in the settlement amount.

-[redacted]

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

Sincerely,

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:

Hello-

I am rejecting this once again because I do not agree with what you are saying. You are telling me that clients are always made aware of their basic coverage insurance via email and the contract. I have looked through every email I have exchanged with your company and I have never received such an email that explains the insurance policy.

The red text at the bottom of my estimate reads: "You will also receive a full explanation via email regarding your rights in the case of a claim." I am telling you that I never received an email regarding insurance or claims. If you can find this email, I would appreciate you forwarding it to me for my records.

I will also point out the same thing I pointed out in my last response. This contract was never explained to me because the foreman handling the contract spoke very poor English and I felt rushed to sign and pay because your crew was frustrated at the end of my move.

Let me provide a little background of why I was rushed and your crew was frustrated--

We were given the cost of moving and storage by [redacted] and when it was time to pay, your foreman tried charging me an extra $200 saying that travel time was not included. When he called Imperial to ask for clarification, he had the phone on speaker and the person at the other end of the phone was basically telling him to just charge me anyway. When he realized I could hear him, he instantly remembered that the travel time was already baked into my estimate and quickly changed his mind and did not charge me the extra $200. Since this process took almost 45 minutes, your foreman rushed us, making us very uncomfortable. He never explained that I had other insurance options.

I notice in your last response, you said "Additional insurance coverage is the clients responsibility to purchase from an insurance company." Why are you now telling me I had to purchase outside insurance when in your first response, you said that I should have purchased additional insurance through you?

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

Sincerely,

Business

Response:

Hi [redacted],

During your moving and storage with Imperial, you have selected the basic insurance coverage of $0.30 per pound per item. This entitles you to $256.50. Please see attached your contract which details your insurance coverage for which you have written out your selection of $0.30 per pound per item, signed, and dated. We will forward you the refund forum of $256.50 as a final refund offer.

Best,

Imperial Moving

Review: We placed a large number of items into storage with the company about 4 years ago. We recently had the contents delivered to a new house and several items were lost. The company acknowledged the missing items and flawed storage processes, and after much follow-up referred me to their claims agent. After filing with them, what they sent eventually as a claim number was very very far from acceptable. I contacted the claims agent for an arbitration process, and they told me I had to speak with the moving company. I called but was told the service department is contactable only by email. I have sent several emails now with no response for my request for arbitration.Desired Settlement: I would like to be compensated for the lost items due to negligent storage policies.

Consumer

Response:

At this time, I have been contacted directly by Imperial Moving and Storage regarding complaint ID [redacted], however my complaint has NOT been resolved because:

We have a tentative agreement, but I am still awaiting paperwork to be signed as well as payment.

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

Sincerely,

Business

Response:

To Dispute Resolution Services, We managed to settle with this customer on November [redacted], 2015 for a refund of $1000, and the check has been sent. I have attached the settlement form that the customer had signed agreeing to the refund. If the customer has any further issues, he may contact our support department at [redacted]. Best Regards, [redacted]

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: We had many choices when hiring a moving company, and ultimately chose Imperial Moving because of the “positive” yelp reviews, and promises made by their representatives when trying to secure our business. We were promised an average of 2 weeks, and no longer than 18 business days for delivery of our belongings. Our house was packed on the [redacted] of January and it is now the [redacted] of February. It has been 40 days since we moved out of our apartment in Brooklyn NY to southern CA, and we still do not have our belongings.

For the last 3 weeks, we've been told our items are arriving between Tue-Friday. Every week they do not arrive on the dates promised. It is now 14 days past the 18 business day window (which was the maximum amount of time noted in our contract for delivery of goods). We have never received an explanation as to why our things are still not here. Only once has anyone ever called us back with an update on the status of our move! We have called customer service for updates dozens of times and have been asked to call back repeatedly, only to be placed on hold, hung up on, and ignored.

We are now aware that the job was sub-contracted to another company Imperial uses for long distance moves. This was not disclosed in our contract, nor was it made know when speaking with their sales representative. We never would have hired this company if we had known all our possessions would be given to a third party that we have no knowledge of. The customer service at Imperial has consistently had difficulty contacting the dispatch for the truck and is unable to provide any valid reason for the delay. We have never been reassured that our belongings are safe and have not been lost or stolen, so I am left to assume that is a possibility at this point. We have repeatedly been given false information as to when our truck will arrive, and have had to stop our lives each time to be on call for a delivery that never comes. We are falling behind on our work as a result, and it has cost us a great deal of wasted time and money.

As I mentioned, it is 14 days past the 18 business day window in which we were promised delivery of our items. This is entirely unacceptable and you have not honored your contractual agreement for delivery of our belongings.Desired Settlement: We want all our belongings delivered to us immediately. You have not honored the delivery time frame noted in our contract and therefore we do not feel justified paying any more than you have already charged us for such a terrible experience. We would like to be reimbursed $100 for every day past the 18 business day window that a delivery is not made. Your competitors offer this compensation and we feel it is fair given the great deal of stress this has caused us. We are now 14 days past the delivery deadline, so that's $1,400.00....and counting.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Imperial Moving and Storage has been resolved. The Items we're delivered 6 weeks and 1 day after retrieved. Final Payment was never agreed upon and business never contacted us back.

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

Sincerely,[redacted]

Review: I used Imperial Movers to move from NY to NJ. When I called, I was given a full service move (door to door) quote price of $780, based off the estimated 5 hours of labor needed. I was told that the tolls were not included in this price. In the quote, I was also told that I would receive two free wardrobe boxes to use. During the hectic day of moving my belongs, assisting with packing and loading, directing where furniture and boxes were going, the movers finished a half hour early. Because of this I was charged a half hour less for labor. Then with all the boxes that I, unknowing was using, was charged, my bill came to $857 less the $50 deposit that I had already paid. This was clearly more than my guaranteed price. After the movers left and I was settling in, I read over the bill and saw that I was charged for 3 wardrobe boxes, 2 of which should have been free, along with several boxes that were used to wrap my coffee table glass in that I was never told that I would be charged for. I only gave approval for 1 wardrobe box. After being unable to get in contact to talk about my dispute, a few days later I was contacted by Sivian who apologized and said she will get in contact with someone from that department to resolve my issue. I received an email the following day from Ivica who replied to the email saying "After I review your file and after I spoke with my guys I want to inform you that we didn't extra charge you for that. Foreman (Slobodan) forget to charge you 1/2 hour travel time from your place to are warehouse which is supposed to do. Once again sorry for miscommunication." I then replied to the email and explained how that is not correct. The movers finished a half hour early and I was to be charged for the time that was used as indicated when getting a guaranteed price per hour for an estimated 5 hours. I too was then charged (and told to pay cash and given no receipt) for tolls. The driver was able to provide toll receipts that was paid to bring the truck to my house, but he then said I would have to pay an extra $38 for him to drive back and the tolls that way. Wanting to avoid an argument, I paid the extra $38 cash to the driver. I am very unimpressed with the unprofessionalism and all the extra added on fees. I am also very upset about that damage that was done to my dresser, both corners are severely chipped, and the top of an antique table that is chipped. Even with the damages and service, I tipped all 3 movers $50 cash, which was more than generous given the small amount of furniture and boxes. I have given ample time to resolve this issue directly with Imperial Movers, but they refuse to email me back or even address my concerns regarding the damage.Desired Settlement: I would like a refund credited to my card for the $38 toll plus extra boxes that I was forced to pay ($222). I do not feel I should be responsible for that toll as I was not given a receipt that there is even a toll for them to return the truck, and the boxes were added without my knowledge of a fee. Total refund of $260.

Business

Response:

We have reached a settlement with this customer for $77.00, and the refund has been sent. If the customer has any further concerns, he may contact us at any time.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. The original complaint was directed to one representative who refused to help me as a customer and after repeatedly requesting to speak to a manager, I was finally able to get this resolved. The company's reputation should be be determined by one poorly trained customer service representitive. The manager was quick to want to resolve the issue and after listening to my frustrations, we successfully came to a resolution.

Sincerely,