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Ed Montgomery

2022-11-02

I cannot recommend Sterling Van Lines. They lost an antique mirror that I entrusted with them. In addition, I have spoken to four different people that were involved with the move and none have followed up with me. Even when they promise to follow up they never do. I’ve had to initiate a follow up every time. Also, they have not forwarded any claim form nor offered any reimbursement for the loss to me to date. I inherited furniture, including an antique chest of drawers with an attached mirror. It is the mirror that was lost. I was told that the furniture would be transported to the Virginia warehouse, then to a warehouse in Los Angeles, then to the final destination in Twin Falls. The delivery did not go well. Sterling called with only one day notice and no one at Sterling got the OK for delivery in advance before the shipment. It was my intention to be in Twin Falls when the furniture arrived, however with only one day notice I could not be there. Instead, we had to make hasty arrangements for someone to be there when the furniture was delivered. When delivered, no one from Sterling confirmed, nor inventoried, nor offered an invoice or receipt to be signed, in order to prove everything was delivered. Here are the contacts- On 09/22/22 I called and spoke to Galli to report that the mirror was not delivered. She told me she would call back when the mirror is found. I have not received a call back from Galli. On 09/22/22 I also called Steve Lamay in Virginia and had to leave a message. Steve coordinated the pick up at my house in Pennsylvania. When Steve called back he was out of the office, but he said that there was a picture box in the office with unknown contents that could be the mirror. He was going to check and call me back following day. When Steve failed to call back, I called him on 09/28/22. He said that the box in the office was not the mirror. I asked if it was possible that the mirror could have been delivered to another customer. He said he would contact the other delivery location. He only had one to contact. When I pressed him to prioritize the search, he seemed annoyed that he would have to initiate a search of the 14,000 sq. ft. warehouse and he would get back to me if it was found. Steve has not followed up to date. On 10/06/12 I spoke to Tony in the LA warehouse. I asked Tony if he had heard that the mirror was missing. He was going to send an email to both Steve and to Galli, with a cc to me, in order to see if anyone had any further information. I never received any email from Tony and he has not yet followed up with me. On 10/10/22 I called Cesar the driver. He picked up the furniture in Virginia and drove to LA. He said that my furniture was not taken off the truck, instead seven other deliveries were loaded on. He remembered my delivery, and he remembered carrying two pieces down into the basement, but he could not remember if he delivered the mirror in the box. Cesar said that he was scheduled to return to Virginia the following Friday. He told me that he would get together with the warehouse manager in Virginia; that he knew of an area in the warehouse where missing items are stored. After speaking with Cesar I sent him a text in hopes it would remind him to follow through with the warehouse manager. I have not received a call from Cesar nor from the warehouse manager to date. At this point I don’t know if the mirror is hopelessly lost or if any of the promised actions were taken. The mirror has a lot of value to us since is it irreplaceable. The mirror and chest are over 120 years old and they were matched. There is no way to find another mirror that will match the chest of drawers. I would advise the reader to avoid contracting with Sterling Van Lines. Read More

Debbie Glade

2021-09-15

Sterling Van Lines did a superior job moving 6 pieces of furniture and 30 boxes from my home in Miami to my daughter's new home in Rochester, NY. I can't thank Mark, the Sterling Van Lines driver enough. He was the most friendly, competent and efficient mover I've ever used. He was very organized and thorough. I had his cell number and he answered all my calls. The way he carefully wrapped and labeled each piece of furniture was incredibly impressive! He had that giant moving truck impeccably organized. I so appreciate reliable, hard workers during this difficult time, especially with a labor shortage. Every single item was accounted for in NY, and he took extra time to make sure everything was delivered in its original condition. Not a scratch or dent and nothing was missing. I highly recommend Sterling Van Lines for small moves (2000 lbs or less.) And if you're lucky, you'll get Mark as your driver. I'd use them again for sure! Thanks Mark! Read More

Diane H.

Los Angeles, CA

2018-09-04

Lucas who was apparently a temp, was also checking emails for Tyler who was on vacation.. He told me they can do the move for $1110. The email also stated that "This would include wrapping, loading, transport, unloading and in-home delivery. And yes, we can do the pick-up between August 15th to August 31st. The delivery would take about 4 to 6 weeks after the pick-up." So we did a few email exchanges and then on August 2, 2018 we did a phone call to confirm what exactly I was moving. I took the weekend to think about whether I wanted to continue and go through with the quote and on August 5, 2018 I said to move forward and my contract came in a DocuSign link which I didn't think was a safe way to send as my credit card number was blatantly written on a document that was not password protected so anyone that intercepts it would have gotten my credit card information plus my address and full name... Sterling should invest in some type of protocol to not show the full credit card numbers on documents (each page of the contract showed up as an attachment on the email). Lucas also told me over the phone that his dates were incorrect and it would be a open date of August 15-September 15. Great, so I did what I had to do, I rent out a storage unit and moved all my stuff there since I would not have my apartment if they showed up on September 15! Each flight of stairs is a $25 charge by the way, and even if there's an elevator they will charge you $25 anyways. On my contract where it's highlight it said it was fully binding contract. I told Lucas that I didn't want any surprise charges and he agreed. He told me if for example they show up and I had 10 extra boxes then the price would change, but the driver would call Sterling and have them confirm with me before moving anything so that I agreed to the price. And so it begins... I thought everything was all set, but then there were some more items I couldn't part with and couldn't fit in the SUV so I decided to add another 4 large boxes, a night stand, a baby gate and a big photo frame. I called in and asked for Lucas on August 20, 2018 and was met with a hesitant tone from the lady that picked up. She said he wasn't there and asked if someone else can help me. Sure! I forgot who this man was but I told him what I was adding and he said "okay, it will be $2800". WHOA. That's quite a hike!!!!! I voiced my concern and he agreed that it was quite a hike. He looked over the numbers but wasn't sure why I was given a different total when I worked with Lucas. He said "He must have been training. He gave you the wrong initial quote" Excuse me?! Training? At no time during my conversation with him did he tell me he was training and that he might not do everything correctly? The worst part of it was if I hadn't called to add a few more things I would have not known and been waiting for the movers to show up only to be hit by a bill that doubled?! If your employee is training, DO YOU NOT HAVE SOMEONE LOOK OVER THEIR WORK???? Why are they even allowed to quote? This put tremendous stress on me as almost 2 weeks had passed and I did not know I would be left in this moving HORROR. My move is suppose to be the beginning of September and only cause I called you on August 20 did you decide that there was an error. Absolutely unacceptable. The man asked me if I had any other quotes from other companies, I said that I was choosing between theirs and this other one and felt their price was better so went with them. I had 2 weeks until I was trying to depart and this happens?! I told him that I'm shocked and this is a very stressful situation as it was all set and signed and ready to go. He said he was going to have someone look over the numbers so I asked if someone would be calling me back? He said something along the lines of yeah...probably.. It's his day time job and I guess once he clocks out he doesn't care. I called back on Aug 23 and found out Lucas was let go and Tyler told me they can't honor the quote cause it wasn't "binding" when it said "binding" on my contract. I had to cancel cause I definitely cannot afford it being almost 3000 for studio move! So now I'm screwed cause I'm paying for a storage unit and I don't have a moving company! What they SHOULD have done is honor the contract but they don't care about you. Please don't choose this company and if you do, make sure another agent checks your agents work! I'll upload the pic of the portion that says binding. Read More

Janice S.

2012-02-13

The pickup went smoothly, but the deliveries were a nightmare. Not only did the order get mixed up, with two large, heavy items being sent to Colorado by mistake (which the Company wanted to charge us additional for to send to the correct address), but the length of time to deliver was delayed (a month) by the Company waiting to get a full load from additional deliveries in the same areas (which had not been explained to us at pickup). In addition, and the largest problem, was that expensive furnituire (leather recliners valued at $2,400 eadh) were badly damaged with deep scrapes and "rope burns" from straps too tightly drawn and/or rubbing against other items in the van. The chairs are not repairable (according to local experts) as you can't match the leather color, grain and patina on large sections of the chairs, and the numerous deep scuffs cannot be buffed out). I had paid for $20,000 worth of additional replacement insurance, but after more than three months of calls, correspondence, providing photos and receipts, I was only offered $990.00 total for the damage, with them claiming I should be able to find someone to repair the chairs. In addition, when the furniture was picked up, there were two fairly efficient gentlemen who worked together, with my husband, to load the furniture (much of it very heavy and large). Upon arrival for delivery to my home, there was only one rather small man, clearly overwhelmed, who arrived well after the estimated time and took over four hours to unload only eight items here (several of those being smaller boxes), while blocking my neighbor's driveway. Without my husband's help again (and he has had 4 back surgeries), he would not have been able to complete the delivery. We were heartbroken about the damage to the lovely chairs, and cannot afford to replace them. The individuals we were directed to speak with at Sterling Van Lines showed no interest in assisting us nor concern about our issues after the loads were picked up in California and they had their money. We would definitely NOT recommend them to anyone. Read More

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