Shetler-Derby Moving & Storage - Atlas Van Lines

Reviews

• SG

  Sam Gonzalez

  Jul 1, 2022
  2.0
  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.
• UD

  U Dawggy

  Mar 3, 2021
  4.0
  Help me out in a pinch very generous very nice with great big smiles

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