Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/07/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  01/03/2023 Empire Moving Group charged $1,154.35 to my checking Account. My contact at Empire was ***** ************. This company is a scam. ***** @ Empire told me they could move me to ******** *******. 2 days before my move they could not give me a date that the movers would be at my house? They wanted more money - I felt like they had me at their mercy. Other charges have been disputed through my credit card company and have been resolved. The charges were proven to be fraudulent.

  Business Response

  Date: 10/09/2023

  We have no records of this person in our system. Please remove.

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20708248
  
  I am rejecting this response because:

  ***** was the person communicating with me from Empire Moving Group - he did exist in December 2022 - January 2023 because I talked to him on the phone and communicated through text messaging- see attached picture
  
  Sincerely,
  
  *******************

  Business Response

  Date: 10/11/2023

  We have no records of this person in our system. Please remove.
  

  Customer Answer

  Date: 10/11/2023

   
  Complaint: 20708248
  
  I am rejecting this response because: Empire moving Group has not accepted responsibility.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:09/08/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Movers arrived on 6/27/2023 and immediately started to tell me that Empire had underestimated the charge and I'd be responsible for an additional $18,000. Then all this happened:1. The company they sent to move us drove up in a stolen UHaul.2. None of the persons in the truck had a driver's license.3. Six police cars showed up to my house, so I have a report to prove all of this.4. When I asked for a different mover I was told, "there is no other mover." And also that if I did not use this company I'd lose my $6,200. deposit. Here is an example of language that I copy and pasted directly from the contract:The contract states that . If prior to signing the bill of lading contract, you as the shipper, are not satisfied with the recommended carrier please notify the Broker so an alternate carrier can be recommended and dispatched.5. My conversation with Empire moving was recorded, so technically I can prove what I've said, yet I doubt they will ever release the recording. Empire is claiming that I told them I would not accept another mover. What I said is that I was not going to use the current company because they were in a stolen truck, and no one had a driver's license.

  Business Response

  Date: 09/11/2023

  Our records show this has been handled already directly with you and upper management. 

  Customer Answer

  Date: 09/21/2023

   
  Complaint: 20574562
  
  I am rejecting this response because: I did not resolve the complaint with upper management.  In fact, I am in contact with the attorney general and crimes against seniors regarding this matter.  
  
  Sincerely,
  
  ***********************************************

  Business Response

  Date: 09/26/2023

  Our records show this has been handled already directly with you and upper management.
  

  Customer Answer

  Date: 09/26/2023

   
  Complaint: 20574562
  
  I am rejecting this response because: The issue was never resolved.  *********** did not supply a moving company to move our belongings.  *********** they sent was in a stolen truck, and none of the drivers had a valid driver's license.
  
  Sincerely,
  
  ***********************************************

• Initial Complaint

  Date:09/07/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We sold our house in ******** and was moving to ************ *******.We got estimates from three moving companies. Empire moving was about 10% less than the others and the person to whom we spoke was helpful and appeared to be honest-we liked them.Empire moving never informed us they are a broker; in fact, the wording used implied "their driver". It became clear that Empire was not doing the move when we received the final Interstate Bill ** Laden. The company was S&A movers. ******* contained Empire logos; we thought S&A to be subcontractors. The inventory list and price was as quoted. We provided Empire the dimensions of every piece of furniture and box on the list. When S&A arrived, they put papers in front of us to sign. The first signatures and/or initials were for acknowledging we had received certain documents--we weren't sure. We asked about the documents, what they were and where they were, and the driver decided he was going to leave--he didn't have time for this. Then there was the price increase. Empire estimated **** cu.ft. @ **** pounds. ************* seemed to be ok being we never had moving company issues before. S&A claimed we had **** cu.ft. just by looking at what we had. The price increased from $5918.17 to $7734.00. When we began to question the driver, he got his people and started to leave. We stopped them, we had to be out of our house per our contract with the buyers of our home, and we had an anniversary trip planned to Europe and a delay would jeopardize our trip. Now the insurance. S&A changed the terms to by weight. We didn't like it; however we never had a moving issue in the past.Empire estimate was based on **** cu.ft at **** and S&A was **** cu.ft. at ***** pounds, and $1816 more. How is this possible?Empire Moving low balled the estimate to secure the contract and withheld information. S&A Movers exploited our situation. We received our furniture with many pieces damaged, some pieces badly broken or split. Negligence!!

  Business Response

  Date: 09/12/2023

  Hello,

  We did advise that we are a broker and not a carrier and would coordinate an authorized carrier to perform the shipping services. Hence why after you booked with us we sent ******* for you sign off on with that carrier assigned to your order. We're sorry that you over looked this information given to you at the time of placing. Since what we provided to you was only an estimate cost as it clearly states. At the time of pick up you were charged for the true volume and services needed to complete the pickup. Only reason our logo is on that attachment you provided it because its an email from us giving you a copy of your signed BOL with S&A listed as the carrier. We suggest reviewing the entire estimate we provide to you to help you understand everything your complaining about we told you would take place. Thank you for your time. 

  Business Response

  Date: 09/12/2023

  please see attached

  Customer Answer

  Date: 09/17/2023

   
  Complaint: 20568973
  
  I am rejecting this response because:

  Yes, we became informed that Empire was a broker upon receiving the **** We were not verbally informed by Empire they were a broker.  The original estimate we received from *************************** did not contain a notice that Empire was a broker. It was a digital document one had to scroll through to read.  Once we communicated to *************************** the we planned to move ahead; another person, "Cate" sent the *** that did contain that information.  We were not informed that the terms of the original estimate would be changed when the carrier arrived at the front door.   A time when one has no options. 

  We called Empire several times complaining about what we were told by *************************** and what we were being told by the other Empire employees.  We were being denied the opportunity to speak with ******* who told us to call anytime if we had questions.  At one point I asked to speak to a manager about those differences. The manager told me that ******* went to another moving company for a promotion.  Another employee told us he got a promotion at Empire.  After we signed the ***, several weeks later, we received an email with *************************** signature block.

  The fact is, Empire Moving will lie, mislead, withhold information, and intentionally low-ball your estimate to get the work.  Then Empire will send a substandard company like S&A movers who will coerce you under duress to agree to a "by the weight" insurance policy, and then severely damage your most valuable furniture. 

  This was our third major move, and this was the only move in which we had issues.  Beware the Broker!   Empire is the worst; they don't care who moves you.

   

   

  
  Sincerely,
  
  *************************

  Business Response

  Date: 09/18/2023

  Hello,
  We did advise that we are a broker and not a carrier and would coordinate an authorized carrier to perform the shipping services. Hence why after you booked with us we sent ******* for you sign off on with that carrier assigned to your order. We're sorry that you over looked this information given to you at the time of placing. Since what we provided to you was only an estimate cost as it clearly states. At the time of pick up you were charged for the true volume and services needed to complete the pickup. Only reason our logo is on that attachment you provided it because its an email from us giving you a copy of your signed BOL with S&A listed as the carrier. We suggest reviewing the entire estimate we provide to you to help you understand everything your complaining about we told you would take place. Thank you for your time. 

• Initial Complaint

  Date:08/10/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  a scheduled move;June 26, **** paid broker $990 on cc Empire Movers committed to relocate my furniture and items from ** to VA The nature of dispute is the y did not move my items. Upon arriving the mover accessed the items and decided they would take up more room on his truck then anticipated and would cost me 75% more to which I did not agree to the increase so he refused to move me! He said he was "getting calls from the office and needed to get to the next stop" and left! While speaking with the broker and requesting a refund for them not doing the job, he told me even though he agreed with what we initially contracted "it's solely up to the mover" and if I won't agree to pay more "we already have your money, you signed, no refund"The business has been non cooperative was gien a mover #*******

  Business Response

  Date: 08/10/2023

  Hello

  You canceled services onsite at the time of pick-up. Per the cancelation policy you agreed when you placed your order. If canceling outside 72 hour window, deposits are non-refundable. Our records show that you disputed your payment with your bank and is currently being investigated. We have submitted our evidence contracting your claims for a refund. We're sorry that you chose to cancel your order at the time of pick-up. 

• Initial Complaint

  Date:08/04/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I agreed a price that was seen on the attached form with the Empire Moving Company on Apr 28, 2023. They offered me 1671$ and asked me pay 30% of the money, which I paid in advanced. On the day of moving, they sent to me a company, called Luxury Logistic, to pick up my furniture on Jun 25 around 6PM, which was very late than they supposed to be. The company said it will cost you 3000$. Then I was shocked and started arguing with company. They said if you paid cash, they will reduce to 2800$, otherwise they will leave without taking my furniture. Think about, I got two small kids, collected furniture, and ready to move, they were threading me by saying either you pay or we leave. So, I had to accept their offer 2800$. I said them look at my furniture and tell me if I have more furniture than I told the company, Empire Moving, I said them I could understand 20-30% variations, but I could not understand 100% variation between the agreement (1671$) and what you asked me, 3000$. I think they just abused my weakness since I could not find an other company to take my furniture from ******* (**) to ********** (**) at he last minute, Sunday at 6PM. I hope I could be able to explain how those two company abused our weakinessness.

  Business Response

  Date: 08/05/2023

  Hello,

  
  Here at Empire, we only provide our customers an estimated cost to help prepare their shipment until the carrier arrives to collect and charge them for their  shipment of household goods. As you can see on the invoice from your carrier that you provided your shipment utilized a total of 650 cubic feet. You were told on site prior to any services being started that this would be the total cost of your order and you agreed to the charges when signing and making payment towards the Bill of Lading. Please make sure you have your remaining balance in either cash or a postal money order in hand at the time of delivery made out to your carrier.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Received an estimate and it seemed low and I noticed I was missing some items. I asked to cancel my estimate and get a new one with all items. I was told by ***** it was fine and no price changes. They called a few days prior to my move and I added the items and the estimate went up $4,000. The items I added were not that much room. Later they called and lowered the amount and then the next day the price changed again. This continued and I was worried (from past reviews) that when the movers arrived I would a large amount of money. So, I asked to cancel and requested a refund of my down payment since I originally tried to cancel within 3 days. Contacted them several times via email and phone and always received different information and prices. PLEASE, do not use this company.

  Business Response

  Date: 07/24/2023

  Empire moving <*******************************> Wed, Jul 12, 10:35?AM (12 days ago)
  to *****
  Hello,
  
  
  Unfortunately you booked services on 6/13 and then requested to cancel on 7/8. The window to cancel is 72hours after booking in order to receive a refund. You may utilize your deposit for up to one year for any future relocation. The estimates are set up based off of space reservations. If you required additional space due to adding items then your cost would raise based on your rate per cubic foot. Your original space reservation was for **** cf and when completing your quality assurance call you need a total of ****cf based on the items you added. 
  

  Customer Answer

  Date: 07/25/2023

  That is not correct. ****** from ***************** said I was adding 400cf, which would raise the price nearly $4,000. I was quoted $3.75/cf. I cancelled because the price went up nearly $4,000 when I did not add 400cf I havw in writing where I was told it was anadditionall 400cf, not 171 as you are stating. Had it been 171cf, I would not have cancelled because that was a reasonable amount to increase with the items that I added.
  
  I deserve a refund because everyone so far has given me several different numbers. *************, and now this response all said 3 different prices and quotes, which is why I cancelled because the price continued to change. Yes, I added items and it should have increased, I am not denying that, what is wrong was that they said I added 400cf and I didn't.I have tried to explain my reasoning.
  
  I am not moving again in the next year and understand that I am past the 72 hour window, but when the original amount increased, you disregarded the estimate I was given and wanted to cancel. Additionally, I tried to change my estimate within hours but ***** wouldn't let me. I tried to change it within 72 hours and was denied that opportunity, which would have been within your 3 day window. I also have this in writing as well. Because Empire Moving did not honor their price, I had no choice but to cancel, because I was unable to afford an additional $4,000 that I was told it would be.

• Initial Complaint

  Date:07/24/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a moving reservation 03/29 with Empire Moving Company. The rep name was ****** (who no longer works there. I heard one week after he booked me he left). I was told that as long as I the bill of lading was not filed, which isnt due until 2 weeks prior to my move, I will get my $1500 deposit back. He assured this to me. Unfortunately I havent been able to sell my house and my move had to be cancelled. I have contacted them and they refuse to return my deposit. They say the cancellation policy was 72 hours and no where was this told to me and or shown to me on a receipt. I read all the reviews and clearly they scam everyone. I will be having my lawyer contact them. Dont use them! They are a scam!

  Business Response

  Date: 07/24/2023

  Customer is fully aware deposit is non-refundable and refusing to accept this and thinks you'll be able to do something about it.

• Initial Complaint

  Date:07/22/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am a property manager for a storage facility in ********, ********* . contacting on behalf of ***************************, an eldery woman who was scammed by Empire Moving Company out of ********** **. She came to my property flustered, And immediately the movers used her card to purchase a space at my storage facility. ******** seems very uncomfortable about The situation but goes forward with it as the movers tell her they have driven the daily allotted time already. They left patricias unit unlocked, and took off with portraits/paintings and mattresses that did not fit. ******** has not seen those items ever again and bawls and sobs about these people who scammed her. She was moving cross country and the moverd got within 10 miles of her house and abandoned the job, and took some of her belongings.

  Business Response

  Date: 07/23/2023

  This is person is not a customer of ours. We are requesting this case to be closed as it goes against your guidelines.

• Initial Complaint

  Date:07/17/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I did a phone consultation with Empire Moving Company. I walked form room to room giving the associate on the phone every piece if furniture that needed to be moved, The size of the furniture, from the basement up to the second floor an all the outdoor living furniture. I as assured that everything would be packed and ready to go, the quest was for a little over 12k for the move. On the day of the move the movers came late wit hone truck. I was under pressure to have the house packed and moved and i was told it would be 18k for 2 additional trucks. with no choice but ot pay i payed for the additional truck to have the house packed and moved so my family and i ca relocated to ************** from *******. I had to start work the following week and needed to have my furniture set up so i can begin working with no problem. i was lied to and misled due to the lack of knowledge about the shipping process to make across state moves.

  Business Response

  Date: 08/03/2023

  Hello,

   

  We requested a copy of your Bill of Lading that what drafted and signed by you at the time pick up. We have provide a copy and copy of your estimate. We advised to you the follow: " Your estimated price will not change unless you order additional services, add additional items to be moved, or additional cubic feet or weight to be moved which are not specifically listed on this estimate. This document is an estimate only and not a contract for moving services; it is only binding for the specific services and items listed here within; any deviation of the services listed and ordered will result in a new estimate being issued. In such cases, in accordance with 49 CFR 735.403(a)(6(ii) a new estimate must be executed prior to any services being performed." In the very first paragraph of our estimate. So that you are aware that the cost may change if you make changes from the original estimate. At the time of pick up you requested to have straight delivery which was an extra charge of $2848. You also had different items collected vs what you told us was to be collected. Furthermore we see the carrier gave you an extra discount of $1,500. We're sorry that you were not aware that if you made changes you would change the cost of your shipment. We hope this helps you understand what and why everything took place at pickup. 

  Customer Answer

  Date: 08/04/2023

   
  Complaint: 20332704
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:07/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order number V3855117 When we started our moving process *************************** from Empire moving group insured us everything would be packed, wrapped and bound and moved safely and there was no need to purchase additional insurance as we did not own priceless, antiques, or artwork. We put our lifetime belongings with his company and trusted them to deliver in the same condition as when they picked them up. He insured us everything would be boxed and wrapped safely and mattresss and box springs would be put into moving sacks for safety and cleanliness. Moving blankets were not used on any of the furniture. Upon arrival we had more than 25 items missing and at least that number of damaged items. Mattresses and box springs were not in sacks or wrapped and were very dirty, with tears and holes in them. Our lifetime belongings were treated like trash with no to respect us. Moving solutions, the movers not only damaged and lost items, they tried to give us many items that were not even ours. Our family heirlooms are not replaceable. How do you miss place six side rails to our beds?In the claim process we had 50 pictures we attempted to send but were only able to download one to send. An email was sent to inform you of this issue but we received no response.In response to our claim we were offered $75. This is very insulting response. This has been going on for over two months and has been full of tiring run around emails. We have repeatedly made phone calls to all of the phone numbers that we have connected to the move and claim but no one returns our phone calls.Please reevaluate our claim, and give us some closure on this tragic move.We certainly would not recommend anyone involved a good review at this point .

  Business Response

  Date: 07/14/2023

  Please call your carrier for claims information we are not the company who preformed your shipping services. We have told you this multiple times. 
  
  We are requesting this case to be closed since it is not in relation to the services we provide to our customers. 

  Customer Answer

  Date: 07/14/2023

   
  Complaint: 20317884
  
  I am rejecting this response because: We contracted with Empire moving. Empire moving group chose to contract with Moving solutions to move us. NO ONE seems to want to take any responsibility for the losses we have incurred.
  We would appreciate replacement of our missing items 
  Sincerely,
  
  *****************************

  Business Response

  Date: 07/17/2023

  Please call your carrier for claims information we are not the company who preformed your shipping services. We have told you this multiple times.