Imperial Moving and Storage

We would like very much to settle this complaint with the customer but we have done everything in our power to resolve the issue before she decided to go with another moving company. To pay for her own moving expenses is not possible. She has already contacted our legal mediator and she should continue to do be in communication with them. We are sure that they will find a way to resolve her complaint. Regards,Imperial Moving Management

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.

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]

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]

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]

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: 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: 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 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 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: 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: Imperial helped us move last week and everything seemed fine at first. They helped us pack up our beds and taped up all of our furniture to move out. Once they started moving out, they were VERY ROUGH with all of our stuff. Beds were dragged along the floor (one of which ripped), a dresser and desk were chipped, and multiple boxes were dropped (I witnessed one box fall down a set of stairs, and something happened to the box with our kitchen materials in it because the majority of our plates and bowls were broken upon arrival). They also scuffed walls in both our old and new buildings; in particular, the [redacted] of our old building was very upset with us upon leaving. Once we got to the new place, they did not reassemble the beds as promised, and multiple pieces of hardware for the beds were missing, rendering us unable to assemble the beds. Essentially, the whole project was completely rushed and caution was thrown out the window. And why was that? Because the contract didn't specify that travel time was included in the time allotment. The contract stated 5 hours of work, not 4 hours of work and 1 hour of travel time that they stated upon leaving. Thus, we were left with damaged goods and a damaged apartment that we now need to put work into (painting, repairing drywall, etc). Clearly, we were very unsatisfied with the service.Desired Settlement: We would like to be reimbursed for the 1 hour of time that they owed us and never served ($140/hr) plus the funds necessary to patch up the new apartment and buy new kitchen supplies. In all, we'd like to receive at least $300.

Business

Response:

We have settled this complaint and have issued a check to this customer.

Review: Imperial Moving picked up our belonings in May of 2015 and immediately stored them at their storage facility in NJ (as we were told) when we sold our house at [redacted]. We signed a record and received a copy of all belongings picked up for storage. In June of 2015 we traveled to Winston-Salem, NC. Then we purchased a house at [redacted]. Before the 1-month free storage period had terminated we contacted Imperial on June * to deliver our belongings to our new home.

On June ** the truck arrived, but with a number of boxes, a table and our 24 foot extension ladder missing. Luis Barrera, the driver, checked with his supervisor and confirmed that an entire pallet of our belongings had been left behind. A 2nd truck arrived on June ** and included some missing boxes and table. But there was no 24 foot extension ladder. Our copy of which belongings picked up from our first house specifically shows that our 24 foot extension ladder was among and brought to their storage facility.

So, this is not a question of being reimbursed for "damage" to a ladder, but a ladder that was in their storage facility but never delivered to us.

We contacted Imperial Moving in June, July & August but with no resolution. Then, on September ** and I explained the situation in detail in an email, including the missing ladder and a number of damaged items. In the middle of September I received a call from their Support department stating they had located the ladder and would ship it to us.

Then, on September ** I received an email from "Ivica" of Support Dept. stating that we would be issued a reimbursement check for $75 for damages during shipping and mail to us and, if our ladder is not delivered by Sept. ** we should contact Imperial. The ladder did not arrive by the end of Sept. and I contacted Imperial by phone and email.

Then, on Oct. ** I received an email from 'Mona Z[redacted] of Support Dept. along with a letter attached stating that I will accept a $75 check for shipping damages, which will be the end of any complaints against the company, with no further restitution. I immediately returned an email stating that the letter said nothing about my missing ladder, so would not sign their letter until I knew my ladder would be sent to me. I have since called about the matter, but with no results. Today I spoke with a member of Imperial's Sales Dept. who said that there is nothing they can do about my ladder; that I should send an email to the Support Dept. And yet, it is the Support Dept. that confirmed my ladder was located and that I would have it be the end of September.

Whatever the reason it was not delivered, your company needs to replace the ladder.Desired Settlement: I desire my agreed upon $75 restitution for belongings' damages be sent to me, along with either my ladder, a replacement ladder of equal value or the monetary value of the ladder that was lost; such ladders cost an average of $260 at [redacted] stores.

Consumer

Response:

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

Business

Response:

Complaint ID# [redacted]- A check for the $75.00 has been sent, and we should have the ladder delivered next week. All the best,Daniel N[redacted]