Complaints

This profile includes complaints for Imperial Moving and Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Imperial Moving and Storage

  1147 Broadway Fl 2 New York, NY 10001-7520

  
• 

  Imperial Moving and Storage

  920 Broadway Newark, NJ 07104-4402

• 

  Imperial Moving and Storage

  55 Porete Ave North Arlington, NJ 07031

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:08/29/2022

  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 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

  Date: 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 Answer

  Date: 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 Answer

  Date: 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

  Date: 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.

• Initial Complaint

  Date:07/26/2022

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 hired the company Spartan moving to help me move my things from Mi to **. I specifically asked if I needed to cancel for any reason if I would get my money back in full or would NEVER have booked with them. Within a few weeks I get a text they sold to Imperial moving. I did in fact need to cancel my move. The woman told me that I only had 48 hours to cancel and she knows no one from the company would say otherwise. Well, I am not a liar!! I only gave the deposit with the agreement if I canceled I would get it back!! This company basically stole $1307 from me! They refuse to refund my money! I had an issue arise that will keep in Mi for several more years. I need that money back! This is such a horrible way to treat people!!

• Initial Complaint

  Date:07/26/2022

  Type:Customer Service Issues
  Status:

  ResolvedMore 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.

  This company came to pack and move my furniture, clothing, etc. on June 28th, and I still have not received any of my belongings. The company gave an estimate of delivery between **** business days. I have called and left voicemails daily, which have not been returned. The one time I did get in touch with the company asking for an update on my move, they said they were unable to provide me with an update. I am currently living with no furniture or clothing and have been for the past month.

  Customer Answer

  Date: 07/26/2022

  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. The complaint was meant for Imperial Moving Group, not Imperial Moving and Storage. I have been contacted by Imperial Moving and Storage and informed that Imperial Moving Group has been using the "Imperial Moving" name and has been scamming people. Therefore, the complaint is not accurate for Imperial Moving and Storage.

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