Imperial Moving and Storage

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

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.

This customer has been refunded a total of $305.00. I am attaching the settlement form.
 
If the customer has any further issues, they may contact us at any time.

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,
[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find...

that the resolution of a refund of $260 is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

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.

Revdex.com:At this time, I have not been contacted by Imperial Moving and Storage regarding complaint ID [redacted].Sincerely,[redacted]

Revdex.com:
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,
[redacted]

Revdex.com:
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,
[redacted]

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.

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

Revdex.com:
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,
[redacted]

Review: The employees that came to my house were egregiously unprofessional, offensive, and lacking any care for my furniture. The man who seemed to be in charge had made my roommate extremely uncomfortable with his lack of respect towards them and when I came down to the truck to tip the workers he asked me if I would like to "[redacted]l walked by us who was certainly in earshot of him saying this. They had come 4 hours early and I needed to get out of work to see them. Rushed me while I needed to sign the Uniform Household Goods Bill of Lading and Freight Bill that had been balled up and pre marked for my signature in places that would only benefit them. ie, Option 1 (Full Replacement Value Protection) had 60 cents per lb written in the area where I would need to sign and was also pre dated making any quick glance in that area suggest that it was something already taken care of by the movers and unrelated to me. Option 2 (Waiver of Full Replacement Value) was premarked for my signature and pre dated. I was muscled into signing for the option I would obviously not want. My online contract with Imperial Moving also stated that my move would take anywhere from 4 - 18 days. It has been two weeks now since that 18 day window closed and I still have yet to see my furniture or even receive a delivery date. When I contacted their customer service department I was initially hung up on multiple times until I got a very aggressive service representative that shunted me off to their long distance coordinator to whom I sent this email

"Hello [redacted],

I have written emails to [redacted] with no response. I then called and was informed of your existence, the long distance coordinator. I need this furniture 2 week ago as we agreed upon. I am in the process of getting a lawyer and filing complaints. I will file yet another complaint with the Revdex.com (making 30 so far, 14% of which went unresolved), in the hopes that more potential customers will be dissuaded from engaging with your company in the first place. In addition, I will file a complaint with the New York City Department of Consumer Affairs, since your company’s pattern and practice of breaching contractual delivery dates, charging more than what was discussed, and hiring egregiously unprofessional workers/drivers who verbally abused my roommate and women passing by on the street, enough so to make them feel threatened, awkward, and uncomfortable, should clearly be brought to their attention. I will, in addition, file a complaint with the New York State Department of Transportation and seek arbitration of the dispute. Lastly, I will contact [redacted] and my various consumer affairs press contacts given the serious safety issues raised by your workers/drivers’ misconduct and this clean and cut breach in contract. I will also take this dispute to all of the California equivalents to the above stated organizations. As of right now, all I ask for is a delivery date. I will take action if the corresponding email does not resolve my dispute, with a delivery date, and if it is not responded to within a reasonable amount of time. Depending on how you remediate this situation will dictate whether or not I will need to take the above actions.

Respectfully yours,

[redacted]"Desired Settlement: I would like a refund for the non-delivery of my furniture by the time allotted. Disgusting/threatening behavior of your workers and sales representatives, complete disregard for my furniture and apartment while moving my furniture, misleading pre-marked areas on all contracts signed, and I still need my furniture, a delivery date would be nice.

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: I had an unsatisfying moving experience with Imperial Moving & Storage. The movers damaged my hardwood floors with notable scratches due to careless movement of heavy boxes, shattered a glass protective front for a large format painting, crushed the corner of one of my bureaus and overcharged my credit card at completion of the job. Specifically, I was charged a $50 deposit when I booked the reservation which was supposed to be deducted from the final charge. Despite the foreman promising me the $50 would be credited, the full charge was put on my credit card. I have since been in contact with the customer service department no less than 6 different times in the 6 weeks since my move with no resolution to any of my complaints. Whenever I reach the customer service representative, he expresses sympathy and always promises me his boss will call me the next day and it NEVER happens.Desired Settlement: I would like Imperial Moving & Storage to refund me $551 which consists of the following amounts: $101 to replace the broken painting glass front (repair receipt emailed to Imperial) + $50 to repair the broken bureau corner + $350 to repair the scratch damages to my hardwood floors + $50 deposit that was already paid.

Business

Response:

This customer has been refunded a total of $305.00. I am attaching the settlement form. If the customer has any further issues, they may contact us at any time.

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 business has represented it put a reimbursement check in the mail to me so I should be receiving it soon.

Sincerely,

Review: I hired them to move us from Manhattan NYC to Toronto On Canada. They quoted me a price and I agree. They told me that they had done this many times and knew exactly what to do even after I informed them that the border would need a special B4 list with the inventory, they told me not to worry and that they would just meet us at the new address in Toronto. On the day of the move Nov [redacted], they showed up with 1 less person and left late, I had reserved the elevator in the new apartment til 7pm which the Imperial was aware and said that would be fine. I managed to extend the elevator til 9pm when we arrived. At 11pm Nov [redacted] ( the day of the supposed deadline) I get a call from the movers saying that I have to come to the boarder to get my things because they dont have the proper paperwork. The Customs Agent told them they need a broker and the proper paper work. I refused to come because the boarder was 2 hours away. The next day I called Imperial saying they needed to sort this out, the [redacted] told me that I needed to go myself, I explained that the contract did not say this and that they were already 24hrs late. So he agreed to get a broker. Who ever they hired did not even know what paper work was needed (professional broker). After many conversation, I had to rent a car for 90$ and drive 2 hrs to get my things. When I got to the boarder all they needed to clear my things was a B4 list, the list I had originally told them they needed but they refused. Also 1 of the movers was gone and I ask the other mover were he was and he said he went home because he did not have a passport. If you are a professional company how do you send a worker to another country without a passport? We are now down to 2 movers, over 24hrs pass due to the contract and we finally start heading to the new address. I had to help them unpack because it was taking to long. The mover then asked me if I had tools to rebuild the furniture because other movers had removed their tools! I had to provide my tools that where boxed up. After everything was done I was only given a 100$ discount?! Nothing on the contract was respected, they wasted my time etc.... They told me to contact [redacted] who was responsible for customer service. They gave me her email address and I emailed her and waited 1 week then I called Imperial asking to speak to her or [redacted] ( [redacted] was my moving rep) They said only [redacted] could help and [redacted] cant do anything. I emailed [redacted] again. Its been almost over 1 month and still no responses. I dont believe [redacted] is a real person.Desired Settlement: I would like to receive a refund of 1200$ for my wasted time and rental fees. We also had to put our friends out because we had nowhere to stay

Business

Response:

Hi [redacted],I do apologize for the confusion and upset that occurred during your move. I am going to get one of my Customer Care Reps to contact you immediately to get this handled.This is not the level of professionalism that I expect from my staff, again I apologize for this.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. They have offered me a sum that I have agreed to now just waiting for the money to arrive

Sincerely,

Review: I moved on the ** of november and I contact them regarding being over charge and explained to them that the driver posted on the bill that I went over an extra hour of move time and explained to them that they came late to my home that I have proof of that and that they were not truthful and that I was over charged for an hour that I did not accured they still have refused to refund me what I am owed on top of that they refused to contact me and speak over the phone and discuss this matter and take over a month to return any emails . I was wrongly charged for other things as well and have explained that in detail and they refused to discuss anything and come to an agreement regarding this matter .Desired Settlement: to get a refund for the charges that I didn't not accumulate and just be done with the matter . and for someone to get back to me over the phone to speak to a live person rather then email

Business

Response:

This customer has settled, and I have attached the release. In addition, she initially waived her right for external arbitration.

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 settle but have yet to receive a refund and have not been informed as to when I will get this refund

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

Sincerely,

Business

Response:

This refund was mailed out almost 2 weeks ago. If the customer still does not receive the check by 2/*/2015, she can send us again her mailing address- and we will issue her a new check.

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: I hired Imperial Moving for a move on 12/**. The movers arrived and claimed they could not help me due to bed bugs. The building owner was there as well and did not see any as claimed. After the movers argued with the landlord, they left and came back and told me they couldn't move me and that I wouldn't be charged. When I checked my statement online later that day, I realized that they did in fact charge me. They quoted $605 for move, I gave a $50 to book the reservation and they charged me an additional $277.50. I contacted the business immediately after and was transferred to an answering system. I requested a call back and sent several emails before receiving a reply. I was told I owed 50% of the move because it was canceled Their cancelation policy states nothing about the customer owing if THEY decide to cancel and their allegation of bed bugs is simply untrue. They left me high and dry with no help and took my money for a service they didn't provide and penalizing me for a cancelation THEY made. I am asking for my money back which they refuse. They made a stressful situation even worse. Arguing with my landlord in front of my child and then charging me for a service they didn't provide. I did however find excellent movers that charged a fraction of their cost. How anyone can take money for not doing anything in good conscience is beyond me.Desired Settlement: I would like my money back. They can keep the $50 for the reservation. Claiming bed bugs and then charging for a move they didn't help with is unreasonable.

Consumer

Response:

At this time, I have not been contacted by Imperial Moving and Storage regarding complaint ID [redacted]. However, my bank has returned most of the money to my account charged by the merchant as I contacted them and advised the transaction was not authorized by me. There is still an outstanding balance of $50 that hasn't been refunded at this time. Sincerely,[redacted]

Business

Response:

Complaint ID # [redacted]- The customer has disputed the charge with her credit card company, and we will not be refuting the chargeback. All the best,Daniel N[redacted]

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: 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,