iMOVE NYC

Business reply on Google

Thank you for your feedback. After reviewing your reservation, we confirmed that your move was never placed on the schedule because the required deposit was not received. Our quotes clearly state that a move is not confirmed until the deposit has been paid, and without it we are unable to reserve a crew for the requested date. As a returning customer, you had recently completed a move with us using the same booking process, so the deposit requirement was not new. Once you contacted us on the day of the move, we checked our schedule and offered the earliest available appointment for the following day, but that option was declined. We understand that this was frustrating, especially since you had already arranged for your appliances to be disconnected. However, we do not believe a one-star review fairly reflects what happened. Your move was not missed by our team—it was never confirmed because the required deposit was not received. We appreciate your business and wish you the best with your move.

Business reply on Google

While we appreciate feedback from our customers, we also believe it is important that the feedback accurately reflects the service provided. First, we would like to clarify that all of our bins are cleaned and inspected by our team before they are sent out to customers. Maintaining clean and usable equipment is part of our standard process. If the bins had arrived in an unacceptable condition, we would have expected to be notified immediately so that our team could address the issue. As no concern was raised at the time and the bins were used throughout the rental period, this makes the claim difficult for us to verify after the fact. We also believe it would have been fair to bring this concern to our attention before posting a public review so that we had the opportunity to resolve the matter. Second, all rental terms, including the rental period and any applicable extension fees, are clearly communicated prior to booking the service. Our team member did express sympathy for your situation and explained that we were not attempting to charge you unfairly. You were simply informed that if you wished to extend the rental period, the standard extension fee would apply, as we are not