Complaints

• Initial Complaint

  08/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We hired Imperial Movers for a move on 8/17/24. The move was from one apartment to another within the same building. We were quoted $530 and told that this would be the final cost. We paid movers to pack our belongings and move from 9:00AM-12:30AM. One mover arrived after 9:20am, with no warning, to tell us he was here. He went back downstairs to bring up the other mover and they didn't start until around 9:50am. He said that there was 2 hours and 40 minutes left of our 3 hour and 30 minute move, before even starting. I stated to him that this was not okay and the time should start when the work starts. He then said that they would finish at the scheduled time, even after being late, and that even if the job was not done they would leave.We paid them to pack and they told us that we should've packed (even though we paid extra for this service). We moved alongside them, packed most things, and they were paid for a service that they did not provide. Many of the items we were invoiced for (benches, mirrors, plants, TVs) we moved ourselves. This is totally fine, but had we known it would be this way then we wouldn't have hired them. They proceeded to charge us $120 extra to send a necessary insurance form that is included in the move, $70 for travel (even though the bridge is free) and a ton of other fees that we were lied to about and were never disclosed.The real issue is that the few things that they did pack were done so carelessly and then broken. Priceless items, items that our deceased family members purchased for us, items that we've had for 25 years, glassware, $500 kitchen items were damaged or completely broken. They offered a service which they were reluctant to provide and even with the little bit they did, they made no effort to protect our items for a simple move within the building. We reached out the following day, explained the problem, sent photos of broken items, and we were completely ignored by Liya, their representative. We need compensation.

  Business response

  09/27/2024

  Dear BBB, 

  We did not hear this customer had issues with this move. We have reached out and look forward to helping him. 

  Email I sent below:

  Dear *****,

  Im sorry to hear about the trouble you experienced with your move. I also heard there might have been some damage. If thats the case, could you kindly send over a few pictures of the items?
  Im here to help and will do my best to get this sorted out for you.

  Thank you.

• Initial Complaint

  08/15/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This moving company communicates and ensures a low price to potential customers over the phone and via a signed contract to convince them to select their business. Once the movers arrive with all of the furniture, the movers tell the customer it will be much more expensive, almost 30% more than the original price and the customer has no other option than to agree to the price increase because all of their furniture is on the street ready to be moved in. I had this experience, with the mover telling me that I would need to pay an extra $476 because they had been driving around for four hours and had racked up $196 in toll fees - completely unrelated to the move I had paid for. My furniture was stored in ********** and delivered to me in ********, for what I was told would be $630 based on the travel time and 3.5 hours of work that was calculated. The entirety of my move in from the truck to my 1 bedroom took 1 hour and to load the items from the storage unit into the truck was also 1 hour - as all furniture was already wrapped and packaged by the previous move out they did for me. This company is running a scam, ensuring a low price and then increasing it once the customer has no other option. If I had been told that the movers would need to drive for four hours and pay $196 in tolls to make my move possible, I would have selected a different business.

  Business response

  09/11/2024

  Dear BBB, 

  
  

  This claim has been closed with *************************. 

  We sent her a check for $210. She is happy with the outcome. 

  
  

  Thank you. 

• Initial Complaint

  11/27/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I hired Imperial Moving and Storage when I moved from Manhattan to Brooklyn July 31st/August 1st this year. They quoted me $1,350 for the move plus overnight storage. They charged me a $130 deposit, which was supposed to be applied to the full price.Not only did they not apply the $130 deposit to the final price, they charged me $1,492 on the day of the move, making the total cost $1,622.If they had done a spectacular job with the move, this may be understandable. But they damaged several pieces of furniture, and either stole or misplaced several items. In one egregious example, they replaced one of the smart lightbulbs in one of my lamps with a regular lightbulb. That doesn't happen by accidentthey would've needed to manually unscrew the smart bulb and ***** in the replacement. I sent them photos of all of the damaged pieces of furniture, although admittedly it's hard to provide photos of the items they misplaced.Prior to the move, they were incredibly responsive. After the move, they refused to respond to me. After several ignored emails over several weeks, they told me that if they find the missing items, they'll return them to me. It's been over 3 months. This is unacceptable. I would like at the very least a partial refund for the items that were damaged and stolen.

  Business response

  11/28/2023

  Dear BBB,

  
  We promise nothing has been stolen. We have shared the insurance details with the client so he can open a claim with the insurance that covers his move. That information was shared back on August 29. 
  We will be reaching out to him again to discuss this further with the client. 

  
  Thank you. 
  
  

  
  

• Initial Complaint

  10/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  These movers were very unprofessional it took them 3 hours to get to ******* from Mount ******. They didn't have the decency to tell me that they drilled a hole through my mirror. They did not come equipped with a proper material to cover my furniture not even my mattress. I was told I was charged $125 an hour and I was giving 5 hours.The man did not work for 5 hours and demand that I compensate them for overtime as they would not give me my furniture.I had to pay an additional $250 for their overtime before they would take down my furniture off the truck.I had to provide my own mattress cover to cover my mattresses. They 7 hour to move one king size bed, dresser and mirror with nightstand. I felt like they started moving slow when they realized I was a woman to overcharge me. The moving make uncomfortable as woman and I felt violated and pressured as a woman to give a tip after they destroy my furniture. I had to call over a male friend in order to feel safe because they were demanding at the same after they destroy multiple of my property.The moving company stated that their truck is not insured if it doesn't have a **** lb spoke a named *********************. They claim it would take 30 days for them to send me $300 to replace my mirror and I was left to cover the other damages on my own. it has been over 1 month and 24 days and I have yet to receive a check from them about the $300 for my mirror that was destroyed. they also destroy the apartment door when moving into the apartment. The company also bribe to review my review off ****** and still have not compensate for damages.

  Business response

  10/26/2023

  Dear BBB,

  This cusotmer has been conpensated for her damages. we sent her $400 via Zelle yesterday. 

  Thank you.

• Initial Complaint

  03/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I hired this company for a cross country move, but my plans fell through and I was offered a 12 month hold on the deposit I paid. I now want to use the credit I have on file, but the phone numbers and email address I was given do not work. I am seeking restoration of the $1500 I paid with no services in return.

  Customer response

  04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.

   Unfortunately, this is not the business my complaint was filed against. It was Imperial Moving Group, not Imperial Movers.  

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

  
  

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Job number ******* Company lost 4 large ********** boxes filled with my belongings. (Up to $1500)1 TV 43 ($400)1 part of the bedframe of my bed.I cant set up my bed without this part missing. I cant buy just a piece of a zinus bedframe. Im gonna need to buy the whole bedframe again ($300) What was inside of those boxes are all I had, my clothes my shoes, my kitchen utensils, I had an Instapot, an Airfryer, a nightside table inside of one of those boxes, etc. Many things that not only money needs to be compensated, it is ny time that I dont really have to buy all these things with because I am about to have a baby (Im 34 weeks pregnant). I barely have the time and money to prepare things for my baby and I cant believe I ended up paying them to loose my belongings. I dont know yet how much money they are willing to compensate me with, but I dont think is that much compared to the damage they did to my and my family.

  Business response

  03/17/2023

  Dear BBB, 

  
  We have found the items and we will be making the delivery by the end of the month. 

  We have updated the client. This issue will be resolved. 

  
  Thank you. 

  
  ---

  ********************* ******** ****** *** ******* **** ************* **** ************  ******* * ******** * *********

  Customer response

  06/01/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
   
  Hi my Name is ****** ********
  
  I made a complaint about “Imperial Moving and storage” a while ago. I recieved emails about business response but Now I can’t see the complaint or either business response.
  
   
  
  I would like to state that Just last friday 05/26 I finally got the rest of my belongings. The problem has been resolved and they gave compensation for all the trouble caused.

• Initial Complaint

  01/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 12/31/2022 the Imperial Moving Company arrived to my location in *********** **** they had previously agreed to move a few items to my new location in The Bronx ** for the sum of $700.oo. I told the driver that the items would be less than previously quoted. He proceeded to take an inventory and informed me that it would be much more than they had already quoted. It was going to be $420.oo more over the $700.oo. Before I could talk to their manager the company charged my credit card $400.oo without my authorization.

  Business response

  01/13/2023

  Dear BBB,

  
  We have made an offer to refund this client $350. We are waiting for his response. 

  
  Thank you. 

  
  ---

  *********************

  ******** ****** *** ******* **** ************* **** ************  ******* * ******** * *********

• Initial Complaint

  12/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This document is to account for the disputed charges submitted against Imperial Movers. On December 13th, Imperial Movers provided an itemized fee schedule for our move on December 16th. We were to be charged $200 for loading and transportation time and an estimated time of 5 hours for Moving at $200 an hour.I expressed concern with the quoted moving time immediately and was told If it takes less than 5 hours labor, they will adjust the price for you. by ***** from Imperial Movers. On our moving day, our moving crew arrived to location at 1:09 PM. They completed the move as of 3:00 PM. The moving crew did not adjust the charge and I immediately followed up with ***** at 3:10 PM requesting that based on the 2 hour moving time that we be refunded $600 3 hours of moving services at $200 an hour that were not received.The merchant has refused to address this issue via email after being contacted on 12/16. A ***** from Imperial contacted me on 12/20/2022 that the charges would not be refunded.

  Business response

  04/26/2023

  Dear *******,

  
  If you remember we had this issue during your move into storage. Your move-in and move-out are both billed by time.
  
  The travel time is for us to get to the pickup location and then go home after we are finished at the dropoff location. 

  Everything else is being billed as labor hours. Allow me to simplify. 

  
  
  Move-in:******

  Packing 

  loading 

  drive to storage 

  Unloading the items and Palletizing the goods.

  
  Move-out: ******

  Loading of 5 pallets 

  Driving to the drop location.

  Unloading the items and basic assembly if needed.

  
  2hrs to load 

  1hr to get to ******* **

  2 hrs to unload 

  1hr Travel time. 

  
  

  
  Thank you.

  Customer response

  04/26/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   ******** ******* stepped in as the business has taken months to respond to the complaint in question.  Their team has agreed with the dispute on my behalf and Imperial was charged.

   

   

   

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

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

  Customer response

  05/04/2023

  Imperial Movers did not resolve the complaint submitted on 12/20/2022.  Given the 4-month delay in Imperial providing a response to Better Business Bureau, a dispute was filed with **************** for the amount in question as provided originally.  During the time it took Imperial to respond **************** investigated the dispute and determined that "We have determined that the credit you requested is appropriate. As you are a valued **************** Card Member, we have credited your account for $***.**. This adjustment will appear on an upcoming statement."  I am unsure what additional clarification is needed.  The complaint should be displayed on Imperial's BBB profile along with a re-assessment of any accreditation that Imperial may have.  The business in this case did nothing but send the same email repeatedly despite the actual issues cited in the dispute.  

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Imperial movers service has been the worst experience of 30+ years of living in ***. I hired them after finding them on the internet, and was quoted a ******* price to move my one bedroom apt to a 2 bedroom less than a mile away in Manhattan. They showed up in the morning of Sept 30th 2022, at my apartment at ****************************************** with 3 moving guys and proceeded to move furniture, but then around 11:30 am they disappeared. We thought they had gone to lunch but instead they were moving my couch down a too-narrow stairwell. My building maintains great conditions and this stairwell was previously in perfect condition. The movers were so negligent that they created huge craters of damage along the walls- for 10 full flights, knowing they were creating such damage along the way, and then when they reached the 2nd floor, they wedged the couch so bad that they just left it there. They said there was nothing they could do- it was stuck and they left it there for me to clean up. (I am currently 9 months pregnant). I called the corporate office many times that day begging them to get it out- its a fire hazard to block a stairwell!When I got to my new apt where they had moved the rest of the items, I told the movers they absolutely needed to get the couch out- it was stuck- but they ignored me and would not release the rest of my items until I paid them **** (twice the cost of the original quote) or they would hold the rest of my items hostage. I was forced to take out my **************** card and pay them to release my items under duress.Corporate after many hours of calling told me to find a couch doctor to saw my perfectly good condition couch in half to remove it. At 5pm when the couch doctor arrived, he said the couch was too damaged and needed to be disposed of for $500. I have called every other day to corporate and emailed multiple times asking them to file claims to fix the damage of the stairwell. I never receive call backs or emails.

  Business response

  04/26/2023

  We have settled with her. 

  She has removed all the bad reviews and stopped the lawsuit. 

  Please see the agreement below.

• Initial Complaint

  08/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I completed a long distance move with Imperial Movers (Delpro Carriers did the long-distance trucking) they picked up my belongings on 4/25/2022 (Brooklyn), and dropped them off on 5/6/2022 (*******). My move with them is filed as #******, and is managed by *********************. I have lots of emails and photos for documentation.- Spent 3+ hours on phone over several calls with ***** who made lots of promises - ***** was assigned to visually assess my move he canceled the day of, then he called back and asked if he could in fact come that day, and arrive several hours earlier - ***** spent 1 hour in my apartment and opened every single cabinet and drawer - ***** said he was only adding $100 to the quote and that he has 25+ years of experience - ***** didn't have a measuring tape, I brought one out and measured items for him, without him asking for dimensions of anything - I encouraged ***** to take photos, he declined and said no need - No system for comparison ***** noted 1 upholstered chair; it's a simple wood chair, much smaller - No standardization the quote says 51 pieces (20 items), but the # of pieces changes as furniture is disassembled: my bed was in 6+ pieces - Disorganization notes in the quote mention items that do not appear in the inventory list as articles, box count is inconsistent - It's noted in the quote that I cannot move in before May 9 they arrived early and I had to pay for a flight change and add'l rent - I labeled a 3 boxes 'Fragile' I have photos of them at the bottom of a 5-box stack - I had to re-wrap some furniture myself because they left legs and arms unprotected - They left my belongings in 4 piles across 2 blocks in Brooklyn, unsurveilled the moving truck was not locked, and left ajar during the 3hr move - They promised a guaranteed max ***** based on visual assessment of $3748 (excl tips)- They demanded $1921 additional on moving day, an over 50% increase - They make the customer bail them out for their miscalculations

  Business response

  02/24/2023

  Dear BBB, 

  
  This complaint has been resolved. 

  
  We send her a check for $334 back on 9/13/2020

  
  Thank you.

  Customer response

  02/25/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The company is mistaking my case they said they issued a check in the year 2020; my move was in 2022. 

   

   

   

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

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

  Customer response

  03/02/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

  The amount paid for damages did not near sufficiently compensate for the value of the damages incurred by my belongings; not to mention there has not been any compensation for the smoke and mirrors pulled several times over the course of the move. I was charged 50% more than the "final" guaranteed max ***** due to 10 additional boxes, despite a visual estimator with "25 years experience" spending 1 hour in my apartment. The movers arrived several days early to my destination despite a strict do-not-deliver-before date written into the contract, and they said they would be charging for every hour my items are held and not delivered  so I had to pay for extra days in the new apartment, as well as a changed flight. This business is not professional and does not have fair practices; this business should be audited and prospective clients should be forewarned.
  

   

   

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

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

  Business response

  03/15/2023

  Dear BBB, 

  
  We lowered the additional cubic feet charges to $900.  It was $1,616.75 on 5/4/2022

  
  The insurance is giving her $224  8/29/2022

  
  

  We are giving her an additional $100 8/29/2022
  
  She then keeps asking for money so we increase the $100 to $200 on 8/31/2022
  
  This year 2/24/2023 she reached out again to us and to you BBB.

  Asking for more money again. 

  
  So I sent her this:

  
  Dear ********, 

  
  By law, every move comes with insurance. The insurance that covers your move is covered by weight and not value. 

  You or I can't change this fact. We have adjusted this move significantly and provided additional compensation.

  You accepted this back on August 31st, 2022. 

  Now you want to ask again for more compensation again? Moving is a blue-collar job we are dealing with a lot of people doing a hard job.

  You will not find another coming company that has been more flexible than we have been. 

  
  Thank you.

*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. ↩