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19 Customer Reviews
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Review from Sherly Q
1 star10/12/2024
If I could give zero stars I would. This business should be shut down for good. The move i made with them was not international it was literally from one state to another and they DAMAGED ALL OF MY FURNITURE. Not only that but items STOLEN/LOST. They knew how bad they damaged my items making them insist on making me pay the rest of the balance before they brought my stuff down from the truck until i saw AL my furnature DAMAGED. My babys crib ripped apart, both my TVs bent, cracked, scratched fully non functional, my couch broken down the middle, my mattress slashed as if they took a knife and cut it intentionally, my TV stand torn apart, mirrors broken, missing items from the boxes i had SEALED and recieved OPEN. Not only this, they claim to assemble upon delivery of the move, yet they were trying to charge me an extra fee to take my stuff to the storage which was less than 10 feet from the truck. DID NOT assemble my furniture, made me, a female by myself move all this furniture on my own to the storage because of the extra charge they wanted to take apart from them already BREAKING ALL OF MY FURNITURE. More than $10,000 dollars worth of items completely destroyed by these people. On top of that, when I demanded compensations for the items damaged and proof of their compensation policy, they failed to show proof to my lawyer and I implying that they have no real compensation for any items they break which is why this company is even less reliable. They are not careful, rude, unreliable, careless, and THIEVES. Assuming these people are professional, one wiuld think that their items will arrive as picked up. Im not a professional mover and I know I could have done a better job than what these people did. I wish i could post the images of all the furniture they damaged on here!!! Worst company ever. THEY NEED TO GO OUT OF BUSINESS.
Imperial Self Storage Response
10/17/2024
Dear Sherly, We sincerely apologize for the distressing experience you had with our company. Your feedback is deeply concerning, and it’s clear that we did not meet your expectations or our own standards for quality service. We understand how frustrating and upsetting it must be to see your belongings damaged, especially items as important as your baby’s crib and personal furniture. We want to clarify that we have already settled this claim with your lawyer for a sum larger than the insurance coverage you had for this move, and it was confirmed that no items were stolen. Our aim was to go above and beyond to address the situation and compensate for the damages you experienced. We take matters like these very seriously and are committed to improving our services based on your feedback. Please feel free to reach out to us if you have any further questions or concerns. Thank you for bringing this to our attention. Thank you.Review from Judy L
1 star10/07/2024
The worst moving experience. Imperial did not bring material to cover my new floors (the reason I had my apartment moved out and back in). They did eventually get the ******* to put flat boxes on my foyer floor but the movers continued to roll dollies through my apartment. When I noticed the ******* taping the boxes to my floor with packing tape and balling up packing tape to stick to my floor and my front door to hold the door open, I cried out in alarm. His response was "Your belongings are in the hallway. You can move them in yourself!". Imperial broke a leg on 2 pieces of furniture. Neither stands straight now.I supplied Imperial with shoe covers. They wore them inside and outside of my apartment making them useless.They didn't leave the clamp for the dishwasher. My plumber couldn't connect it and will need to come back with a clamp for a 2nd service visit.They likely broke my refrigerator. They took the door off to move it and now the unit is not functioning correctly. They were shoving it while applying a lot of force and left with it *****. My plumber was unable to reconnect the water, likely because the doors are misaligned. This means the ice/water feature doesn't work, the unit won't get cold and continues to beep as if the door were open. We had to unplug it while I wait for a service contractor to look at it. I'm have no refrigerator going on 1 week.They lost the cord to my peloton, telling me they put it somewhere they did not. I need to replace it.I've emailed and called Imperial and have been disappointed by their lack of concern. They told me they never had a complaint about the ******* who threatened me. I asked for a credit to get my items repaired and/or replaced and instead, they recommend sending more potentially incompetent and insolent people to my home. They offered me $350 after several days of back and forth. I have spent more than that trying to troubleshoot and repair the dishwasher and refrigerator.Review from Jean Z
1 star09/08/2024
The move was set with a dresser which was damaged love seat and dining table some boxes mirrors which the largest was forgotten so even less ok so now no tvs no beds nothing else. Was over charged from quote just notice damage on my dresser which is fairly new thats why I brought to new home left televisions left practically everything not happyReview from Lopa M
1 star08/14/2023
I feel compelled to share my recent experience with Imperial Movers, Imperial Moving and Storage, as it has been quite disappointing. My engagement with this company has led to significant frustration due to delays, lack of transparency, and unprofessional conduct.My belongings were packed in May, 2023, with the expectation of timely delivery. Unfortunately, this did not occur. Despite the agreed-upon delivery timeline, my belongings have yet to be delivered, and the breach of contract is evident.Communication has been a major issue. Emails sent to the company have taken an inordinate amount of time to be acknowledged and addressed, often exceeding a full business day. This lack of prompt response has hindered the resolution process and left me feeling neglected as a customer.Additional charges were introduced without a clear breakdown or justification. My repeated requests for detailed explanations were met with vague responses that did not provide the transparency I expected. This lack of clarity has eroded my trust in their business practices.Furthermore, I have received threatening phone calls and superficial emails, typically sent at the close of business days. Such unprofessional conduct has added to my frustration and compromised the overall customer experience.I attempted to resolve these issues directly with Imperial Movers, engaging with *** at Customer Support, ************************* and *********************, but my concerns were not adequately addressed.I am sharing this review in hopes that potential customers will be aware of the challenges I have faced. My experience with Imperial Movers, Imperial Moving and Storage, has not met the standards I would expect from a professional moving company. I urge caution and thorough consideration before engaging their services.Imperial Self Storage Response
08/17/2023
Dear BBB, There was a delay in this international shipping process (*************) .To remedy this situation we have helped cover 50 percent of the port and taxes fees. Thank you.Review from Cilla E
1 star05/03/2023
I had the unfortunate experience of dealing with ********************* from Imperial who is not only a liar but disrespectful and insulting. If you even have the slightest audacity to get mad regarding their lies about whether or not they subcontract to other movers for long distance moving he calls you emotional, if you are in fact a woman. So not only is he a liar and condescending and passive aggressive he is also a misogynist sexist who believes that women can only be emotional and then proceeds to hang up on you. And if you call back because you deserve a conversation for the money that you have spent and they are still holding your belongings in another state by a SUB CONTRACTOR he continues to pick up and hang up the phone like a child and will then have the nerve to turn around and call you one. When you ask him to speak to his manager he tells you that theres no one else but him. if you ask him if hes the owner he will say no. And when you ask for the name of the owner he tells you his name is ***** but he is in ******. He tells you that you cant speak to him and he will not provide you with the last name for you to find him. ********************* was the selling agent who started this lie about not using subcontractor to convince you to go with their service. ***** will then tell you I guess you didnt read the contract to deflect from selling lies and having deplorable behaviorImperial Self Storage Response
05/29/2023
Dear ***** , I am very sorry to hear about your experience. I will be contacting you via Email to solve this issue. Thank you.Review from Craig P
5 stars07/30/2022
The crew did not waste time and took good care of the items they moved. They were very polite and explained things clearly. Would recommendReview from Olivis S
5 stars07/16/2022
So helpful and professional, really pleasant to work with. I had a lot of stuff and they managed to get my move done very quickly. I recommend them to anyone!Review from Barbara S.
5 stars07/15/2022
Dr. ******** Excellent ***************** First Class! The Best ********************** Cimpany!Review from Lilly H.
5 stars07/14/2022
Highly recommend! The whole experience with Imperial was fantastic. From our first phone call with ****** who was so friendly and provided so much comfort to a chaotic move, to the move itself. The moving team was incredible (******, ************************ and *******). They came in and did a fantastic job, super friendly team and so professional. They finished a two bedroom apartment packing with such care and efficiency. I will only ever use this team in the future. So happy with the whole experience. Thank you!!!!Review from Yin A.
5 stars07/13/2022
Great *************** and team were efficient and got the move DONE. Would recommend to anyone else and use them again.
Customer Review Rating
3.95/5stars
Average of 19 Customer Reviews
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