Imperial Moving and Storage

DO NOT USE THIS MOVING COMPANY. The front desk is totally unprofessional. The movers were OVER 2 hours late and never even called. We had to call the front desk 5 TIMES TO GET A HOLD OF SOMEONE. Finally she answers, won't give us the contact information of the movers, and says they will be late. She does not think to ask them HOW LATE. I am disgusted and disturbed. I've moved multiple times - the day before it's commonplace to receive a confirmation call and contact information to be used the day of the move. We received none of this so we are left leaving message after message to figure out what is going on. STAY AWAY FROM THIS COMPANY.

Move size: 2 Bedroom Home Service cost: $950

I work as a professional organizer in NYC/Hamptons/CT and have worked with this company for 6 years. They are always ready to accommodate special requests and are so friendly! As for their very Special moving Foreman ‘Doctor’ and his crew—- what can I say??!! He is amazing! A total professional. Understands a client’s needs, fantastic with packing antiques, and goes above the call of duty to make the client happy! I always ask for him and his top crew and they get the job done! He just did a move on a Saturday night that went til 10pm.!! So grateful! Always trustworthy and reliable too. Thank you Doctor and Imperial!! Love working with you!—.

Move size: 4+ Bedroom Home Service cost: $31000

Mika and his team were AMAZING. They were on time and began straight to work. Nika explained the contract thoroughly and talked my wife and I through the process of moving. The team was very professional and great doing a move during a pandemic. They wore masks the entire time and made sure we were comfortable. They took the time to wrap everything, take all the furniture apart and put it back together. Arrived to our destination and put all the items in each room. Extremely satisfied with the process and the team.

I have used imperial movers with all my businesses and now personal. It is very consistent and reliable service. I recommend them to all my friends.

Move size: 3 Bedroom Home Service cost: $1170

- DO NOT USE IMPERIAL MOVERS

- IT'S A SCAM - they are nice on the phone and promise you anything you want but will never put it in writing

- They hold your stuff hostage until you pay them more - it happened to me and others!

- Sean Rome and Mario Nunez are the 2 people who scammed me

For my whole story, see the below.

Do not use this company. Mario Nunez in sales and Sean Rome in customer service are blatant liars and literal thieves. They had a plan the entire time to rob me and, if you go deep into the reviews like I should have done instead of just reading the good ones at the top that they pay for, you will see others with experiences similar to mine.

I first contacted Imperial Movers to get a quote and was connected with Mario, a salesman. I was very honest and told him I was also talking to another moving company and that they quoted me $1380 all in, no price increases guaranteed for a move from New York to Texas. Mario offered me 1300. I confirmed multiple times that there was no chance this price would go up. I gave a very detailed list of everything that I needed moved. I told him the other company would not charge me tolls. He then told me he would waive the toll fees and again confirmed that my final and total price would be $1300. I agreed to use Imperial Movers. 

My first issue arose when the movers picked up my stuff in New York. Because of travel restrictions, a friend let the movers into my storage unit. I had confirmed this with Mario multiple times and was told I could pay the entire fee by credit card, including tip for the movers, so my friend wouldn't have to deal with any money. I was told I would be charged 50% of $1250 (since I already paid a $50 deposit) when my stuff was picked up in New York and 50% when it was dropped off in Texas. All on credit card, confirmed with Mario. When the movers were at my storage unit, I received a call from the MOVERS asking me how I would like to pay. I said I was told by the office that all payment would go through them and on my credit card. He got very angry with me and demanded to know how much I would tip him BEFORE he finished packing and loading my stuff. The office ended up having to communicate with the movers for me. I could go into way more detail but this isn't even the worst part of my experience with Imperial Movers.

After this, I was charged $777 on my credit card, way more than the 50% of 1250 I was told. I called imperial as soon as I saw this and was connected to Sean Rome in customer service. He profusely apologized and offered to refund me the extra charged. I said no problem as long as, when all was said and done, my move still totaled to $1300. He said the balance shown left on my account was $473, which would still make my total $1300 so I told him it was fine and thanked him for again confirming my total.

I also explained the tip debacle to Sean Rome. He told me this was called tip harassment and that it was unacceptable that the movers did this. He asked me to email him a detailed description of what happened. After I didn't get a reply for 8 days, I called into the office. I called 4 times in one day and would ask if Sean was available, would be told "yes" by the receptionist and then, when I said my name, they would say either he just left for lunch or that he was on the phone and he would call back. I never got a call back. I was dumbfounded why he was screening my calls. He wasn't even answering my emails. I finally got a reply and he offered me $100 for my bad experience.

2 days later, I received a call from the movers saying they were dropping my stuff off the following night. They said I owed $740 and they would only accept cash or money order.  I disagreed and all they said was to call the office.  The next morning I sent an email to Mario, the salesman, explaining what the movers said and asking for confirmation again that my balance was still $473 and that I could pay by card. When I didn’t get an answer for 5 hours and my stuff was getting delivered in 4 hours, I called the office and spoke to Mario. He was incredibly nice and said “Don’t worry, i’m going to get this figured out for you. I’m incredibly embarrassed, I will call you back soon.” He hung up on me and I was never able to get a hold of him again. I then received an email from Sean saying “I think there was a disconnect when we spoke last” and that my actual total was $1567.  This was because of tolls (which I was specifically told I wouldn’t have to pay) and apparently an extra 30 CUBIC FEET of additional items. I was livid, to say the least.  When I tried to call the office again, neither one would speak to me (of course).  I did get confirmation from the receptionist that it is a policy that I couldn’t pay with credit card, only money order or cash.  

These people had a plan the whole time.  They stopped answering my calls before anything went bad. They knew that they could hold all of my belongings hostage until I paid them.

Move size: Studio Service cost: $1567

NEVER FINISHED MY MOVE (and I already wrote a positive review I can’t edit)

I spoke with Mario who was lovely and assured me my move was flat and that we would have plenty of space in the trucks he was providing. Turned out one truck showed up. We did not have enough space. The team did their best to get everything in but couldn’t. Another truck was to come the next day.

The following day they sent a sprinter van and inexperienced movers who took their packing supplies First and did not have enough room to complete my move. I called and emailed Mario repeatedly with no response. I finally got to Sean who continued to tell me he was working to figure it out. He never returned my calls. I had to vacate my home the next day. We had to hustle to do the rest of the move ourselves because he dragged out the day with no response or resolution. He offered me a $250 refund on my $3750 move which they didn’t complete about 1/4 of. Please DO NOT USE them.

Move size: 3 Bedroom Home Service cost: $3750

If you enjoy having your things sit in storage for a month while you live in an empty apartment this is the moving company for you. NJ > TN. I was guaranteed that I would receive my items within 14 business days (which doesn’t even make sense because they picked up my things on a Sunday and have drivers on the road on weekends.) It’s been 17 business days and 1 month since imperial movers took our things and still to this day it continues to sit in storage. I was told on three separate occasions that our things were being loaded onto a truck and each time was followed by some obviously fake excuse like the truck broke down, or there was a paper error.

After bringing up my frustration to the dispatcher I was put in touch with the claims manager who reached out to me to help me solve the issue. He gave me a call so I could explain what was happening, he said he would find out what was happening and get back to me. Then I never heard from him again until I reached out to him myself again.

I still have no idea when my items will be loaded onto a truck and brought over, but after spending thousands of dollars on this move (including at least $1k in added charges and tips) you’d think that these people would handle this move more professionally. I haven’t even received my items yet, who know what will be missing or damaged, which based on all the other 1 star reviews here I KNOW will happen.

Save your self the headache and stress and stay away from Imperial movers.

I will update my review once I receive my items.

Move size: 1 Bedroom Home Service cost: $3000