Complaint: Imperial Movers (relocation service)

Imperial Movers (relocation service)

Imperial Movers (relocation service)

The General Manager, Anthony Smith, gave us a quote to move our furniture

from our previous home and our storage unit to our new home. During the

quote he confirmed they do accept credit cards and that we will also be in

need of two (2) trucks for such a large quantity of furniture; however, he

was only going to charge me for one (1) and needed to reflect that on the

estimate. On 5/2/07, Imperial Movers arrived late and with only one truck.

We had to wait for another truck to arrive before they began.



During the move, weights were dropped on (and dented) our hardwood floor. A

plant vase was put outside on the porch where it fell off. Our front door

was broken (we noticed that the next day) which flew open and broke our

brand new porch light. In addition, the supervisor began hitting on a

neighbor and all movers used unacceptable foul language and hinting about

tips.



Upon arriving to our new home, we were asked to make the payment before

removing items from the truck. We originally refused but we told they

couldn’t remove our furniture unless payment was received. It was

procedure. We filled out the credit card information on the invoice where

we noticed there where the total hours was filled in even though the move

wasn't completed. When asked they stated that was the procedure but they

refused to give us a copy until the job was completed. Apparently, this was

also for the customer’s benefit so that they are aware of the approximate

costs.



Immediately after, Imperial Movers supervisor called either Anthony Smith

give them our credit card information. At that time, we were informed that

the credit card machine wasn't working so he asked for cash or a check

before they were going to bring in our furniture. Can you say “extortion”?

We refused so the movers sat in the truck half an hour awaiting permission

from Anthony Smith to move in our belongings. Miraculously, the credit card

machine started working again and they finally begin to move in our

furniture.



During the SLOW move in, our heater and other misc items fell from the truck

when opening the door. Then the movers dropped onto the pavement and

damaged the top of our dining room table. We repeatedly contacted the

general manager, Anthony Smith, to report the problems we were having. They

banged holes in the wall of our brand new home. And they broke a piece of

wood off of a step. Anthony Smith offered to have the items from our

storage unit picked up at no additional cost and have his insurance agent

access the damages to our home and possessions in the morning (never

showed).



Of course, the supervisor was then instructed to create another invoice for

picking up the storage despite the fact Anthony offered to have it done free

of charge. To end the ordeal and have them leave our home, my husband

signed the invoice and finally received copies of the invoices. We

immediately reviewed both invoices and realized that on the first invoice we

were not only were we billed for the time they stood around waiting for an

additional truck, their lunch, and permission to move in our possessions,

there were additional fees added on after receiving the credit card

authorization signature!! My husband immediately disputed the additional

charges and was essentially told the form has been signed and there is

nothing he can do about it. So on top of everything, we now have to dispute

these charges obtained, in our opinion, fraudulently. Is it legal to force

someone to sign a supposed estimate before completing the service than

changing the cost? Their own estimate has a notice that states: “Actual

charges may NOT be determined prior to completion of services” but when they

arrive at your home with everything you on the back of their trucks, it’s a

different story.



Several days later another representative arrived to fix some of the items

left unfinished (they didn’t put together the beds and sofa and left pieces

of it lying around) and to take our lacquer dining table to be repaired.

Our experience has been frustrating and infuriating. When trying to resolve

the matter with Mr. Smith either doesn’t answer or return our calls,

promises something and doesn’t deliver, or is RUDE and UNPROFESSIONAL and

yells at US because we had the audacity to ask for our (damaged) table back!

Our calls to Mrs. Rhonda Smith, the owner and Anthony Smith’s wife, go

unanswered and unreturned. The one time we spoke with her, she apologized,

said she looked into the matter and never returned the call.



As of today 5/22/07, three weeks later, we received the damaged pieces to

our table. And the mover putting it together dropped ANOTHER piece and

broke the leg off of our table. So now we no longer have a dining room

table. Imperial Movers is still unresponsive.