- Report: #205951
Complaint Review: Empire Moving Services - Pembroke Park Florida
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Author Confirmed
Why?
Empire Moving Services
3050 Country Club Lane Pembroke Park, 33009 Florida, U.S.A.
Phone:
888-409-6437
Web:
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Empire Moving Services ripoff this is a "broker" not a mover, they send irreputable companies Pembroke Park Florida
I contacted this company one month before my move, spoke with Ben. He was friendly and helpful during our first conversation. However, he never mentioned he worked for a broker, not a moving company.
When it came close to my moving date (they ask you to give several days you would be available for pick up) I called Ben to find out exactly what date they were coming so I could be ready. Helpful Ben had disappeared, replaced with irritated, why are you wasting my time Ben.
He ended up giving me another number to call, when I called that the man who answered "scolded" me for calling his personal cell phone, and demanded to know how I got the number before even helping me.
They sent to me Pony Xpress Van Lines, a company out of the Chicago area for my move from Michigan to South Carolina. This company has been nothing but a nightmare. Many of the things I was told from Empire, including the first flight of stairs free and delivery in 7-10 days has been false. The first 5 steps only are free. I was charged for the stairs when all I had upstairs was a bed and dresser. I even said I was going to bring them down myself to avoid the charges and the mover was very adamant about not having me carry them myself. He still charged me.
As for the 7-10 days I was told it would take for delivery, it is now day 15 and I have yet to hear when my delivery will be. Each time I call the company it is another 4-8 days, and when I call 4 days later, I'm told it will be another 4-8 days.
I contacted Ben at Empire about this and still have yet to receive a reply. This company will go up the wall to get you as a customer, and once you are, you will be ignored and forgotten. The customer service you received on booking will all but diminish.
Karina
Charleston, South Carolina
U.S.A.
When it came close to my moving date (they ask you to give several days you would be available for pick up) I called Ben to find out exactly what date they were coming so I could be ready. Helpful Ben had disappeared, replaced with irritated, why are you wasting my time Ben.
He ended up giving me another number to call, when I called that the man who answered "scolded" me for calling his personal cell phone, and demanded to know how I got the number before even helping me.
They sent to me Pony Xpress Van Lines, a company out of the Chicago area for my move from Michigan to South Carolina. This company has been nothing but a nightmare. Many of the things I was told from Empire, including the first flight of stairs free and delivery in 7-10 days has been false. The first 5 steps only are free. I was charged for the stairs when all I had upstairs was a bed and dresser. I even said I was going to bring them down myself to avoid the charges and the mover was very adamant about not having me carry them myself. He still charged me.
As for the 7-10 days I was told it would take for delivery, it is now day 15 and I have yet to hear when my delivery will be. Each time I call the company it is another 4-8 days, and when I call 4 days later, I'm told it will be another 4-8 days.
I contacted Ben at Empire about this and still have yet to receive a reply. This company will go up the wall to get you as a customer, and once you are, you will be ignored and forgotten. The customer service you received on booking will all but diminish.
Karina
Charleston, South Carolina
U.S.A.
3 Updates & Rebuttals
Karina
Charleston,South Carolina,
U.S.A.
update
#2Author of original report
Sat, October 14, 2006
My report was neither sloppy nor inaccurate and I can't believe the company had the audacity to accuse me of such. To address your points, first of all, was it even my case you investigated? It certainly does not sound so. To reiterate the previous response, Pony Xpress is in Chicago, not MD. Believe me when I tell you, when my belongings were picked up and I had extra charges, I asked Exactly what they were for. I did not have 24 extra items as you claim, I had exactly the amount I was quoted for. The time frame given to me, again, by Ben, was 7-10 business days. I received my belonging 28 DAYS later. Also while waiting for my delivery for nearly a month, I contacted Empire for assistance. I did not receive a fast and correct solution, I did not reach them nor did they return my calls. Everything you responded with is completely inaccurate. You, Mr. Guedj, are unfortunately to say, the one who is sloppy and inaccurate.
Sharon
Alexandria,Virginia,
U.S.A.
Empire Moving Services
#3Consumer Suggestion
Wed, October 11, 2006
Henri Guedj, President, What exactly do you mean by "sister company"? Brokers do not have sister companies. You have clients on file with service agreements. Pony Xpress is not in MD, they're in Chicago. If you say the price of Karina's move went up because she had 24 additional items that took up additional space on the truck, then you are admitting you gave a quote for an interstate move based on Cubic Feet. Since August 2005, this has been illegal. You must be giving weight-based estimates that the movers back up with Certified Weight tickets from roadside weigh stations. Of course, it is very easy for brokers to blame the moving company for not following the broker's estimate, but if this were a true concern of yours, you would not continue to use the same bad movers over and over again. If Pony Xpress gets in trouble for Karina's move, you will be involved as well.
Henri
Pembroke Park,Florida,
U.S.A.
Our side of the story
#4REBUTTAL Owner of company
Tue, October 10, 2006
After reviewing and investigating this file, we have come up with the information to clarify this sloppy and inaccurate complaint. We have assigned this move to our sister company in MD which provided a full service move for our customer. The reason for the extra charge was for 24 additional items that the customer added at the time of pick-up which resulted in additional space that they had taken inside the truck. We also gave the customer a time frame of 14 business days for delivery and we did in fact perform within our agreement. Empire has more then 150 jobs a month and we try to provide our customers with a V.I.P service. We also work and do our best to resolve each and every customers issues by calling and responding with a fast and correct solution. Thanks, Empire Moving Services.
