Empire Moving and Storage

Called and got a bid to move my girlfriend from Colorado to NYC. The rep I spoke to was experienced and did a good job of quoting me.. I thought. Was quoted $1350.00 total charges. Not bad for a cross country move. We packed everything up so all the movers had to do was load and go. The movers who showed up were great. They were loaded and gone in about one hour.

Several days later I received an email from Empire's dispatch department alerting me to the additional charge of $300 for a "shuttle" because an 18 wheeler could not come into my neighborhood. The goods had to be unloaded from the 18 wheeler and then reloaded onto a smaller truck to be delivered.

Here is my issue. The rep I spoke to told me how he used to live in NYC growing up, lived in one of the five boroughs. Do you not think that he would have known that a large truck would not be able to come into my neighborhood? Do you not think he should have advised us at the time we hired this company that there was going to be a "shuttle charge" which would add an additional $300 to the bill? Do you not think that a moving company would educate their customers about this especially when delivering to NYC? As if they do not have Google Maps and could not verify where my address is at and at that moment determine that a "shuttle fee" would need to be added to the charges. Oh but the "shuttle fee" is mentioned in the fine print.

As any educated and concerned consumer would do I emailed the company and advised them that I wanted to speak to a supervisor or manager about this fee. No response. I waited for several days until finally on the day before the delivery was going to be completed my girlfriend called to request a supervisor. The guy she spoke to was a complete a**hole. Absolutely no willingness to hear her or even understand our perspective. Basically told her that if she did not like it we could either pay the additional $300 or not get our belongings and they would see us in court. When she told me what had happened I immediately jumped on the phone and requested to speak to that same "gentleman" to which I was told that "he is not in but we will have him call you." Can you believe that I never got a call back? Shocking..not really.

Look, it was never about the money as we were completely okay with paying the "shuttle fee" and making this a smooth drop off but the unprofessionalism and lack of courtesy by those who are allegedly "leaders" of this company is alarming. They have no clue what customer support is. Once they have your belongings loaded you are at their mercy and they play it that way. So here's to you Empire Moving and Storage.. you are the absolute worst company I have dealt with in years and I cannot wait to let every social media platform know about you and your sh*tty group of supervisors and managers. I will never recommend you to anyone and hope that this review deters even one more person from using your services. Thanks for the awesome support and courtesy you showed us.

Move size: 1 Bedroom Home Service cost: $1600

All of my things are with this company they seemed great until they got my money but nine days later my things are in the originating state I cannot get a hold of anyone nor does anyone call me back they are holding my household goods hostage for whatever reason upon looking at the paperwork it is incomplete and very unclear and my moving estimate just about doubled in their defense I probably had more things than I thought but double?? the company who brokered this deal is coast to coast I can't seem to get in contact with them either! do yourself a favor use someone else!
I REPEAT DO NOT USE COAST TO COAST OR OR EMPIRE MOVING UNLESS YOU LIKE TO BE SCAMMED.

Move size: 4 Bedroom Home Service cost: $7900