We were quoted approximatley $5,000 to move our furniture and belongings from California to Texas. Several times, in writing, we asked if there would be hidden fees or extra charges. Several times we were told, including by the CEO, that there wouldn't be any other fees and that everything was included in the FULL-SERVICE contract price (boxes, they would disassemble everything, including our trampoline and bunkbed, and reassemble everything in Texas). We were told it would take approximately 6 hours to pack up our entire 1100 sq. Ft. House. Therefore we planned accordingly.
The day of the move, three movers showed up with not even one tool to disassemble furniture. They showed up with a truck that was too small and even though they stated that the truck was too small, they still packed it anyhow. Fourteen hours later, they still were not finished and were also going to need another truck to load the rest of our belongings. The following day, it took approximately four more hours to pack our stuff in a separate truck.
Once on the road, several times upon calling to check on the estimated delivery date, we were promised our stuff would arrive on a particular date. One of the trucks broke down in route and slowed the delivery down even further.
Once the truck arrived, it arrived with only one man in. That man called for assistance. Three hours later two subcontracted men, not from Imperial, came to help out.
We were promised the second truck would arrive the following day in the morning. The next day when I called to find out when the truck would be here, I was told the truck was only five minutes away from my house. An hour and a half later I called to find out they had confused our delivery with another delivery. We kept getting promises the stuff would arrive that day, it NEVER did arrive that day.
The following day, the second truck— a semi-truck— arrived with another driver, NOT an employee of Imperial. He arrived with a second semi-truck (mind you we live on a small, quiet residential street). Both men said all they were suppose to do was drop off our stuff and leave and they were not hired to bring our stuff into the house or assemble anything.
This left the original mover at our house, also with not one tool, to bring all the remainder of the furniture into the house and assemble.
The only furniture he ended up putting together was our kitchen table. Everything else was left unassembled for us to put together ourselves— even though we paid for FULL-SERVICE!
As we began to unpack we found missing and broken items:
-a broken bunkbed — Instead of the movers unscrewing all the bolts when disassembling it, they just yanked it apart stripping ALL the holes and breaking off dowels.
-a broken soccer ball table.
-various pieces of furniture with wood chips, scratches and dings
-a broken antique clock
-a broken stand up fan
-a missing big screen computer monitor
-a missing file cabinet with important documents (including birth certificates, high school and college diplomas, and various computer software programs)
-other misc. Broken and missing items (including tools used by the workers)
We made several phone calls to the company and sent multiple e-mails to be compensated for the damages, missing items and felt we were due approximately $3000 to cover those items plus the fact that we didn't get FULL-Service. Imperial told us they recovered our computer monitor more than two weeks ago and we still have yet to see it. We have been unable to get Imperial to return our phone calls or emails.
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