ComplaintsforImpress Moving & Storage, Inc.

• Initial Complaint

  02/08/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On the 14th of January the company call Impress moving came to my residence in *********, ********** to relocate to ********. Their company agreed to a set price and then proceeded to move my belongings to my new location.. **************** changed the price several times and were really dishonest about the agreement. I was told one thing then they did another. Very unprofessional and not ethical at all. I asked to speak to the *** and I was told this woman name ******* was the person which is totally untrue. The other agent ******* was the first agent I spoke with told many lies about the price info and then she was ghost I never spoke to her again. A team of their employees were sent to my place. This business is scandalous and unethical. They lie and misrepresent themselves. They say one thing then it turns out to be another. I move 01/14/2022 and I still do not have my sofa in my apartment. The team waited until the last moment to tell me the service was broken and they did nothing to find options, I called the company and spoke to ******* and she said she would have a dispatcher call me and finally he did refusing to make amends of any sort. They also broke some of my merchandise. They were rude and disrespectful. At one time I cancelled and I should have stood by that conviction because they are ******** ever. One of the crew asked for quarters for the meter and that was appalling. The entire crew is a scam crew rehearsed from the bottom to the top. And finally they asked for a tip. My sofa is still not in my apartment. they were paid in full and they refuse to make any changes. I would never use this company ever again. It is said when others compromise their principles to make a dollar especially when they lie and cheat. Can someone in BBB organization. I checked your rating before I used this organization. I Googled the owner after the fact to find he has a questionable past *************************. Can BBB please help me get some positive results?Best Regards,

  Business response

  02/11/2022

  
  We have received the customer Complaint ID:
  We took the time to review your BBB complaint.We truly sorry to hear that you are feeling like that, customer service is very important to us, and customer satisfaction is our number one goal!
  
  We provide our customers with Binding estimates, based on the inventory list & services required, and we are obligated to stand by our quotes.
  Upon booking the service; we had drafted an agreement.This agreement spells out the details of the order of service including the specific inventory list to be picked up at the price quoted. The agreement was sent to the customer by e-mail to review & confirm.
  Once that information is changed, the ******* has to reevaluate the load, the space and the services needed to proceed with your move and provided you with a new updated binding price, to include the updated inventory list, the packing materials & services provided.
  The revised price was adjusted according to the actual number & size of the boxes youve ended up taking, as well as the additional items added. Your original list included 42 items, and the final list includes 88 items (46 additional items).
  These are your Additional items; 1 Rug, 1 Mirror, 2 Folding Tables, 1 TV, 1 TV Stand, 1 Office Chair, 8 Plastic Bags & 22 Additional boxes.
  
  The pickup took place on January 11th, delivery received on January 14th, 2022.
  Delivered on time, NO Delays!
  
  Upon arrival at the customer address to deliver her goods,the Freight elevator wasnt working and the movers had to use the regular elevator to bring the goods up to her apartment. However the Sofa didnt fit in the elevator and the Super of the building had told the customer & the movers that he will keep the sofa in the storage and will bring it up when the elevator is fixed.
  
  As per any damages/lost items; as explained to the customer on January 17th, and again to her daughter on January 19th,in order to report damages/lost items, she will have to submit the necessary documents in order to open a claim under the insurance included with her move.  
  We had already sent the customer the Claim forms &instructions, and will gladly send them again if needed. Please complete the forms accordingly, attached the supporting documents, photos & a short letter explaining what the damages are. Please also tell us about your overall relocation experience; please include all your concerns in that letter.
  
  Once we receive your claim documents, our **************** along with **************** will handle your claim/complaint with the insurance for reimbursement/compensation.
  
  Should you have any questions, or may require any further information, please dont hesitate to reach back to me.
  We are looking forward to hearing back from you.
  
  Sincerely,
  Customer service / Claims
  ********************************************* & ********************
  

• Initial Complaint

  09/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  the claims department have the audacity to tell me that after they broke my stuff, that it was recorded as scratched!! Last I checked scratched and broken don’t mean the same. They lost my boxes and say the max value is $50-75!! Even if the boxes were full of plates only, we know that they are not valued at $75 max!!! FYI boxes were labeled. So they cannot say I’m claiming for something other than what was inside the boxes. Comparing it to diamonds is just ludicrous. They lost valuable shoes (all my dress shoes for work), my expensive sneakers from APL (one pair is $165-250) and they lost all my boots. Delivery was a week late. Driver was rude. Zero communication on how they were delivering items. Came with a trailer. Damaged property. Charged me extra and they were the ones at fault. The fact that they say they are to refund me $225 is just insulting to the items in the two boxes they lost.

  Business response

  09/10/2021

  Re: Review ID: ******
  
  We have received the customer response to complaint ID: ******.
  
  The claim department had processed with your claim at the insurance level included with the move- Basic Liability Insurance at ‘$0.60 per pound per article’.
  The most economical protection available is Released Value, since it is offered at no additional charge. However, the protection is minimal. Under this option, the mover assumes liability for no more than 60 cents per pound per article. For example, if your mover lost or damaged a 10-pound stereo component valued at $1,000, you would only receive $6.00 in compensation (60 cents x 10 pounds).
  Boxes max weight capacity is estimated at 80-125lbs x $0.60 =$50 -$75.00 per box.
  Unfortunately no additional insurance was purchased prior to move date.
  Cash amount offed as compensation for the overall service.
  The claim department along with customer service had written you a detailed letter and addressed the service issues as well. Should you feel the response and/or offer not to your satisfaction you are welcome to write them back to communicate your rejections. We are looking forward to hearing back from you . Sincerely, Customer service Impress Moving & Storage

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