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

  55 Porete Ave North Arlington, NJ 07031

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  Imperial Moving and Storage

  920 Broadway Newark, NJ 07104-4402

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:04/22/2025

  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.

  This has been the worst experience ever. When I first called to contract I spoke to ***** who quoted me a move from ** to ******* of 1200 he stated I need to pay 575 at pick up and the rest at drop off . When speaking to him I told him I had 3 boxes and he stated he will let me have 5 boxes free of charge totaling 8 boxes in total and never mentioned anything about paying for tolls. Once the delivery got there to pick up they noticed we had the 8 boxes and stated that we would have to pay extra for the boxes and also we need to pay for the tolls. I called ***** and spoke to him going back and forth between the delivery person and ***** seemed like ***** had forgot about the whole conversation we had verbally. Once they picked up everything they charged close to 700 dollars that I was not aware of. I emailed ***** about the situation and of course no answer to that. FAST FOWARD I gave them delivery date to ******* for April 15 since the apartment wasnt ready at that time I emailed him and also spoke to ***** and told them delivery needed to be the 18th which they told me it would be 4-15 days after the 18. So I thought okay that would give me time to make sure the apartment is ready.

  Business Response

  Date: 04/22/2025

  The business requested to not publish their response. 

• Initial Complaint

  Date:08/26/2024

  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.

  We hired Imperial Movers for a move on 8/17/24. The move was from one apartment to another within the same building. We were quoted $530 and told that this would be the final cost. We paid movers to pack our belongings and move from 9:00AM-12:30AM. One mover arrived after 9:20am, with no warning, to tell us he was here. He went back downstairs to bring up the other mover and they didn't start until around 9:50am. He said that there was 2 hours and 40 minutes left of our 3 hour and 30 minute move, before even starting. I stated to him that this was not okay and the time should start when the work starts. He then said that they would finish at the scheduled time, even after being late, and that even if the job was not done they would leave.We paid them to pack and they told us that we should've packed (even though we paid extra for this service). We moved alongside them, packed most things, and they were paid for a service that they did not provide. Many of the items we were invoiced for (benches, mirrors, plants, TVs) we moved ourselves. This is totally fine, but had we known it would be this way then we wouldn't have hired them. They proceeded to charge us $120 extra to send a necessary insurance form that is included in the move, $70 for travel (even though the bridge is free) and a ton of other fees that we were lied to about and were never disclosed.The real issue is that the few things that they did pack were done so carelessly and then broken. Priceless items, items that our deceased family members purchased for us, items that we've had for 25 years, glassware, $500 kitchen items were damaged or completely broken. They offered a service which they were reluctant to provide and even with the little bit they did, they made no effort to protect our items for a simple move within the building. We reached out the following day, explained the problem, sent photos of broken items, and we were completely ignored by Liya, their representative. We need compensation.

  Business Response

  Date: 09/27/2024

  Dear BBB, 

  We did not hear this customer had issues with this move. We have reached out and look forward to helping him. 

  Email I sent below:

  Dear *****,

  Im sorry to hear about the trouble you experienced with your move. I also heard there might have been some damage. If thats the case, could you kindly send over a few pictures of the items?
  Im here to help and will do my best to get this sorted out for you.

  Thank you.

• Initial Complaint

  Date:08/15/2024

  Type:Sales and Advertising 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.

  This moving company communicates and ensures a low price to potential customers over the phone and via a signed contract to convince them to select their business. Once the movers arrive with all of the furniture, the movers tell the customer it will be much more expensive, almost 30% more than the original price and the customer has no other option than to agree to the price increase because all of their furniture is on the street ready to be moved in. I had this experience, with the mover telling me that I would need to pay an extra $476 because they had been driving around for four hours and had racked up $196 in toll fees - completely unrelated to the move I had paid for. My furniture was stored in ********** and delivered to me in ********, for what I was told would be $630 based on the travel time and 3.5 hours of work that was calculated. The entirety of my move in from the truck to my 1 bedroom took 1 hour and to load the items from the storage unit into the truck was also 1 hour - as all furniture was already wrapped and packaged by the previous move out they did for me. This company is running a scam, ensuring a low price and then increasing it once the customer has no other option. If I had been told that the movers would need to drive for four hours and pay $196 in tolls to make my move possible, I would have selected a different business.

  Business Response

  Date: 09/11/2024

  Dear BBB, 

  
  

  This claim has been closed with *************************. 

  We sent her a check for $210. She is happy with the outcome. 

  
  

  Thank you. 

• Initial Complaint

  Date:11/27/2023

  Type:Product 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 hired Imperial Moving and Storage when I moved from Manhattan to Brooklyn July 31st/August 1st this year. They quoted me $1,350 for the move plus overnight storage. They charged me a $130 deposit, which was supposed to be applied to the full price.Not only did they not apply the $130 deposit to the final price, they charged me $1,492 on the day of the move, making the total cost $1,622.If they had done a spectacular job with the move, this may be understandable. But they damaged several pieces of furniture, and either stole or misplaced several items. In one egregious example, they replaced one of the smart lightbulbs in one of my lamps with a regular lightbulb. That doesn't happen by accidentthey would've needed to manually unscrew the smart bulb and ***** in the replacement. I sent them photos of all of the damaged pieces of furniture, although admittedly it's hard to provide photos of the items they misplaced.Prior to the move, they were incredibly responsive. After the move, they refused to respond to me. After several ignored emails over several weeks, they told me that if they find the missing items, they'll return them to me. It's been over 3 months. This is unacceptable. I would like at the very least a partial refund for the items that were damaged and stolen.

  Business Response

  Date: 11/28/2023

  Dear BBB,

  
  We promise nothing has been stolen. We have shared the insurance details with the client so he can open a claim with the insurance that covers his move. That information was shared back on August 29. 
  We will be reaching out to him again to discuss this further with the client. 

  
  Thank you.