-
August 2023 by Andrew Dietz
Lost a lot of our items in our military move. To include military awards, family photos, and baby ultrasounds like we will never get back
-
July 2023 by Gordon M.
Shetler-Derby Moving and Storage was the worst moving company I have ever dealt with and we are still dealing with the ramifications of their work. It was a bad enough experience that I struggle with where to start or how to express how negative the experience was. I will go point by point to keep things organized:Professionalism. This is, I believe, the root cause of the issues afflicting Shetler-Derby's ability to provide any kind of service to a customer. From their customer service to their moving teams, there is not a professional mover that works for that company.The team leader for their moving team was named Melvin (last name unknown) who refused to do an inventory, expressed within 10 minutes of being in my home that he did not agree with the weight estimate he was provided (he assumed we had 16000 lbs. of items to be moved even though Shetler-Derby's estimator estimated 11000 lbs. - it ended up being 12000 lbs. even counting the weight of the wooden crates), worked extremely slowly, and refused to take a lunch break even though he and his team took about eight smoke breaks per moving day. He did not know how military moves work and said that I was the one who was in the wrong for enforcing a strict inventory upon him. He went so far as to say that the high-value items inventory can only be ten items long because the form only had ten entry spaces - only after argument did he accept the fact that I can own more than ten high-value items. Once he realized I wasn't going to budge on completing an inventory, he had to step outside so he did not "get into it with me". Their customer service, while presenting a veneer or professionalism and support, did not actually have any power and was not truly helpful. I received communications from them prior to the move and asked several questions that went unanswered. During the move when everything was going wrong, they said they would attempt to fix things and would reach back out - I did not hear from them again. While both Melvin and their customer support agents made mistakes and were unprofessional, I believe that their company culture is not one that supports their workers or cares about their customers. At least for military moves, it felt like their business model was to put as little into a military move as possible so they could extract as much money from the system as they can. The problem with Shelter-Derby must be much bigger than this one move for this one move to go the way it did.Manning and Equipping. Shelter-Derby undermanned our move by sending only two movers. On day two of the move, after they had not gotten enough done on day one, Melvin approached me to ask if they could go past the deadline for the move. I told them that would seriously inconvenience my family and that I was not OK with it. He said he would do what he could and continued to slowly and ineffectually pack my belongings. On day 3, he did not even bring any help - it was just Melvin tasked to pack up half of our house in a single day. From the equipment standpoint, Shetler-Derby did not bring any tools other than a hand-truck. They had to use my tools for any required disassembly - they did not even bring a screwdriver. They also had to use a box cutter and tape to make a king-sized mattress cover out of two twin-sized mattress covers.Packing Skill. As we have unpacked our HHGs we have found many broken items, inconsiderately packed items, and rotting food items that were inadvertently wrapped in paper and thrown in a box. Items of sentimental value in particular (childrens paintings on canvas, heirloom blankets, etc.) seemed to fair particularly poorly. We even had our own personal hand truck that is just completely missing, likely because they confused with their own or assumed it belonged to their company. This issue seems to have been compounded by the team of ten that showed up on the last day - they were moving quickly and with little care or regard for the well-being of our household goods.Phasing of the Packout. Starting on day one, as they packed a box th
-
August 2022 by Samantha Miley
Awesome people who moved in my stuff. The guys were very professional and even helped the guy that was there to set up my ramp unload some pieces( it was an elderly man) they were very detailed oriented and they both were even patient with my autistic daughter and her needs for low volume. 10/10 would use this company again.
-
August 2022 by Schieve Cody
Every time I go there, they are very helpful and willing to teach techniques. 10/10 would recommend for your moving needs!
-
August 2022 by Brandey Ray
Great customer service! Very professional and skillful. Friendly and helpful!
-
August 2022 by Melissa Childers
Fantastic customer service!
-
August 2022 by Justice Mundy
Very friendly, 10/10
-
July 2022 by Thomas J.
An Amazing Moving Experience!!
-
July 2022 by Sam Gonzalez
I will preface that my feedback only covers the process to get everything set up, as I did not end up completing my move with this company.The good: When I was able to be in contact with employees, they were polite and knowledgeable.The bad: communication and responsiveness were an issue in my experience. I reached out in April to inquire about a July move in order to have everything set to go by the time of my move in mid-July. Although I was told I would be contacted in a few days, I reached out again almost 2 weeks later after not hearing from them. Once I finally got an appointment time to get the quote, I was told I would receive a paper copy of the quote by the end of the day. Again I heard nothing for about a week until I reached out to ask about it, at which time I was sent the quote. I confirmed my intent to move forward and participated in the virtual walkthrough to finalize the estimate. I was sent the final estimate, confirmed I wanted to move forward and was told I would recieve a duplicate copy of the estimate to lock it in. Again I was told to expect a pdf of the estimate and again it was not sent in a timely manner - I had to request it before it was sent to me. At that time I was also told that they hadn't found a truck yet to take my things and I asked what would happen if they couldn't find a truck by that time. I was informed that they would still pick up on that day and store it until they had a driver. I again confirmed my intent to move forward. It was my understanding that everything was set - I had the final, locked in estimate with the pick up and delivery dates, and had stated my intent to move forward. However, I was recently (a week before my move) informed that they, for some reason, did not think I intended to move forward and had not worked on the scheduling. It was said it was because I failed to sign the estimate, which I was never instructed to do. There was never follow up with me indicating any confusion on their end (asking if I changed my mind or letting me know that they were missing my signature), and I never indicated I was no longer interested in moving forward. I was disappointed that it seemed I was expected to know their processes without them giving explicit instructions on their expectations. This left me in a challenging situation to find a way to move (across country) in the middle of busy moving time with short notice. Luckily I was able to work out a new plan for my move.All that is to say, I have mixed feelings about my experience. When I was able to talk to staff, my interactions were positive. They were polite, personable, and had good information to share. However, due to challenges in communication, I was not able to move forward in my move with them, and I was left in a sticky situation.
-
May 2022 by Joycelyn Davalos
In 17 years of military service, I have moved 8 times. This pack and move has been the worst experience. The crew they sent was late everyday, and didn’t bother to call and inform me of their delay. They threw my household good items in a box with no packing tissue and filled the boxes as much as they could so they wouldn’t have to move more boxes. My boxes were not labeled and items were mixed from the bathrooms with living room and my kids bedroom items. The crew had an argument with their boss on speaker in my kitchen and two crew members stated how they were quitting after this job. When I received my items, I had broken lamps, books shelves, washing machine and furniture. Why send a crew that put in their notice and had was so disgruntled about working? They had no intention to provide good customer service since they were going to quit anyway. I hope the Army drops this contract soon so another family doesn’t have to deal with this stress.Services: Moving-related packing
-
August 2021 by Daina Searcy
I can't even give a review of the move because they never sent me a quote. I called and called with no response. That is not a good beginning so I'm going with TopDogg Movers.
-
June 2021 by Joycelyn Kreil
In 17 years of military service, I have moved 8 times. This pack and move has been the worst experience. The crew they sent was late everyday, and didn’t bother to call and inform me of their delay. They threw my household good items in a box with no packing tissue and filled the boxes as much as they could so they wouldn’t have to move more boxes. My boxes were not labeled and items were mixed from the bathrooms with living room and my kids bedroom items. The crew had an argument with their boss on speaker in my kitchen and two crew members stated how they were quitting after this job. When I received my items, I had broken lamps, books shelves, washing machine and furniture. Why send a crew that put in their notice and had was so disgruntled about working? They had no intention to provide good customer service since they were going to quit anyway. I hope the Army drops this contract soon so another family doesn’t have to deal with this stress.
-
June 2021 by Bruce N.
The movers were responsive to our needs, especially when loading in Phoneix. Good crew in PHX. GREAT driver Jerome and wife Mary. On the loading end in Louisville. Poor unloading crew. Not trustworthy. Responsive until at the end of the day I found they stole my expensive watches and my passport. All loaders were checked by the police. All denied involvement. Driver and wife team was never near our master bedroom closet. I trust them. The company Shetler and Atlas Corporate ignored and denied any involvement. After claim was filed, everything was ignored and the companies have never responded to multiplied emails and phone calls by the contact person at Shetler responsible my claim. I withheld paying for several months trying to work with the company to resolve my claim. But no response!! It's sad they gave up on me and never responded. I final did my part and paid the company in full never to see and monies back for my personal loss. Especially losing a watch my kids gave me. And now struggling to resolve my passport issues. I DO NOT recommend the company in Louisville. I DO highly RECOMMEND Jerome and his wife. Sad ending. No resolution. Lost Customer for Life.
-
April 2021 by U Dawggy
Help me out in a pinch very generous very nice with great big smiles
-
July 2020 by J A Martin
Great company. 100% Honest and dependable.
