Gross negligence and misrepresentation on behalf of IMS Relocation / Mayflower caused severe damage to the majority of our possessions, many of which were antiques and family heirlooms.
The YouTube video that outlines their relocation procedure was completely false. Instead of arriving at the final destination in the crates as promised, they were wedged and shoved into a minivan without care. As the shipment was unloaded, it became obvious that there was extensive damage due to their packing method of cramming everything into a much too small space. Some items that didn??t fit had been unpacked out of boxes and were loose in the van. I witnessed crew members taking flattened boxes out of the van and repacking them. The items were so badly awry that at one point a mover carried in a box of Christmas cards in one hand and a book in the other, shrugging and saying that they had been loose in the van.
Every item of our custom Peruvian mahogany and leather furniture was damaged. Arms were torn off chairs and leather was punctured. The items were completely covered in scratches and indentions. Many items were broken, including an inherited irreplaceable ancient Peruvian tome. Some of our boxes didn??t even make it to the final destination, including several boxes of books and a box containing kitchen items as well as inherited wedding china and antique teacups.
When the damage first became an issue, we were blown off and told to consult insurance. I explained repeatedly that what occurred was not your typical incidental damage and this case was due to negligence. This was a situated that needed to be addressed by the company. I had previously been assured that damage happened only on an extremely rare occasion and not to worry unless there was a natural disaster, war or sinking of the ship.
The excuse used as to why we were not contacted via phone regarding our shipment was because Eric Thompson did not have international phoning capabilities on his phone. It does not make sense to me that an international relocater would not be able to call internationally. When I was finally able to speak with Mike on the phone, he contacted me via a sketchy Skype connection that left us disconnected several times. The last time I spoke to him was a week ago via his Skype connection when he promised he would call back in ten minutes. I am still waiting for that call back. I do not understand why this company cannot make a business case for having a long distance phone plan.
Although Mike has stated that IMS Relocation / Mayflower is at fault for this situation, he and Eric continually shirk responsibility and point fingers at the company they contracted to complete the move, EuroUSA. I have never signed a contract with anyone other than IMS Relocation / Mayflower and do not understand why IMS Relocation / Mayflower representatives think that their choice in contractors is not their responsibility. The finger pointing is unprofessional and frustrating.
IMS Relocation / Mayflower customer service has now become non existent. They are no longer returning emails or phone calls from us. So far, we have submitted an 85 page damage report with 185 photos documenting 27 items. It took over a week of full time activity to document and compile this information. I??m really glad that I am currently not working and can spend the time documenting this disaster. With the document submitted, I am still spending a significantly large amount of time chasing a resolution and do not expect this to end soon. I can??t imagine that most people are able to follow through when this type of damage occurs.
I believe they are hoping we will go away. I don??t want them to be able to do to anyone else the heartbreaking and frustrating things they??ve done to us.