Complaint Review: Sterling Van Lines

I have never moved myself using a moving company either.  I did work in the industry, so that's how I know what I know.  Knowing what I know....

I told Lucas all the items I had and dimensions for each item. I asked how the pricing worked and he said it was by volume so I trust that since I have given him all the measurements he would be able to calculate.  If they told you it was by volume, you should have chosen another mover.  Legitimate movers use weight.  They weigh the truck prior to load, and weigh the truck afterward.  The weight tickets are gathered and the difference is the weight you're billed.  This way, the quote can't be fudged and has to be binding.  By calculating using volume, the mover can simply inefficiently pack the truck, and then manipulate how much the quote should be.  Guys who do surveys know generally how much stuff weighs, so when they come out and perform the survey, they can provide you a weight quote, plus shuttle costs at either origin or destination, so you have a complete picture of what the cost is.  NOW, a good surveyor can still miss on a quote, but if he quotes you a binding quote, he can't be off by more than 10%, otherwise the mover and surveyor eat the cost.  I mean on a $2500 move, you still may pay another $250 by law, but you won't pay more than that.

Why would the contract say "fully-binding" if it's not? They should have put "fully-NON-binding".  They would generally put Non-Binding on the quote because the customer generally changes what needs to be moved.  The mover was able to change the quote when you made the decision to make a few changes to what needed to be moved.  The minute that happened, this allowed the mover to change the quote from binding to non-binding without anyone's approval.  They made a huge mistake (I am guessing) in putting the initial quote together, and when there were changes, they were let off the hook.

There are no stairs, only elevators for pickup (drop off is ground floor)- but they were charging for stairs anyways- not sure why.  Without knowing exactly what is in their tariff, movers can charge for long carries of 75ft, which would exist in most move situations.  That would be listed as 'stairs' in some moving invoices, even though there are not stairs.  

I am not the only people they are moving- it's a big truck that picks up and drops off across the country as I was told by them so it can't be compared to companies that are just doing 1 person's property move.  This is a company with 9 moving trucks and 5 drivers, according to the Department of Transportation.  They do small moves and don't really have the capability to do the sort of moves their employee referred to.  Perhaps they combine your items together with another mover when convenient - certainly when it is busy season like it is now, they might do that.  Not normally.

I know you would have accomodated them had they sent a surveyor.  They would have told you we don't use surveyors.  They want the quote to be non-binding on purpose.  Now you know why.  Best of luck to you....

Finding movers that you can trust is HARD. You have to deal with requesting a quote and hoping that since you are using a movers search engine...  Well, that was your first mistake.  Using a search engine on the internet to find a mover is usually an incredibly bad idea.  Many of the complaints posted here are from people who decide to look for a mover on the internet, instead of researching anything about moving.  Also, you worry entirely too much about your privacy.  The minute you went to a movers search engine, you pretty much discarded any hope for privacy.

Yes, I realized that once I clicked for a quote it was an error. I actually found sterling from a list of movers that were highly rated so I read the reviews and sent them an email- they are not from a search engine; i was just providing information for those of us who have not used movers in the past and new to the whole industry.

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.”  How exactly would he know exactly what an interstate move would cost without actually seeing the items or whether there were long carries or stairs or elevators?  I mean you don't indicate where you were moving from and to, but $1110 is a meaningless quote without having the mover see what you have to move or how the move is going to take place.  And yes, stairs and long carries exceeding 75 feet would result in extra charges according to pretty much everyone's interstate tariff.

I told Lucas all the items I had and dimensions for each item. I asked how the pricing worked and he said it was by volume so I trust that since I have given him all the measurements he would be able to calculate. I also made sure to ask if the price will change and he said no. He never said anything about having to come out and look at the items because this was an estimate. He said it won't change unless they show up and there is MORE items than what I told him. I told him I didn't want to be shocked with the price if it's not what he told me. I wonder if he was let go because he screwed up other people's contract. 

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.  If no one came out to see what you had to move, then it was completely unreasonable of you to expect there would not be any extras.  It should also say in your BOL that your quote was not binding since there was no mover that came out to see anything, and that your estimate could change depending upon what the mover saw at origin and possibly at destination.  It does appear from the photo you posted and your narrative that the clause in your contract indicating a non-binding quote was fulfilled.

Why would the contract say "fully-binding" if it's not? They should have put "fully-NON-binding". Not everyone moves as much as you. It's my first time and if they had hired someone who knew how to quote this wouldn't have happened. Do you work for this company? 

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?!  As I said, you don't indicate where you are moving from or to, so the increase you provide has no context attached to it.  However, an interstate move for only $1100 is pretty cheap and often would barely cover the gasoline used by the truck - never mind the labor and other costs a mover incurs in a typical move.  $2800 could be the correct amount, but you wouldn't really know unless you called a legit mover who could tell you what the cost of your move would be.  Insofar as short notice, the movers could have shown up, saw the stairs, the long carries, told you the move was $2800 and not only would that be legal, but you'd be even more stressed than you are now haivng to make the decision to use them....on the spot.

There are no stairs, only elevators for pickup (drop off is ground floor)- but they were charging for stairs anyways- not sure why. I am not the only people they are moving- it's a big truck that picks up and drops off across the country as I was told by them so it can't be compared to companies that are just doing 1 person's property move.

He told me my contract was not binding though it clearly states that it is. He explained that they would have to do an in life inventory then it’s binding when I prodded on how I would get a binding contract just so I know for the future and not get screwed by  moving companies.  He is absolutely 100% correct.  Unless you get a surveyor to come out and see what needs to be moved and the surrounding area, there is no way to ascertain what the cost of a move would be.  So the mover provides you a non-binding estimate.  Think about it this way:  If a landscaper gave you an estimate of costs to redo your backyard, and never actually came out to see, measure, and walk the ground to be landscaped, then how could you hold anyone to that quote?  Answer is you can't.  It is the same with moving.

If they had said they needed to see the items before quoting/signing contract  I would have been happy to oblige- they said nothing of sorts and just told me as long as my items don't change it will be that price.

Moving is not an inexpensive venture.  It is highly labor intensive, no automation, and no 2 moves are alike - therefore there is no standardization possible in a move.  Choosing a mover off of the internet, especially a movers search engine, often results in things like this happening.  Best of luck to you.

Thanks, they are not from a search engine- I guess I shouldn't haven't put that as you got confused by it.

Finding movers that you can trust is HARD. You have to deal with requesting a quote and hoping that since you are using a movers search engine...  Well, that was your first mistake.  Using a search engine on the internet to find a mover is usually an incredibly bad idea.  Many of the complaints posted here are from people who decide to look for a mover on the internet, instead of researching anything about moving.  Also, you worry entirely too much about your privacy.  The minute you went to a movers search engine, you pretty much discarded any hope for privacy.

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.”  How exactly would he know exactly what an interstate move would cost without actually seeing the items or whether there were long carries or stairs or elevators?  I mean you don't indicate where you were moving from and to, but $1110 is a meaningless quote without having the mover see what you have to move or how the move is going to take place.  And yes, stairs and long carries exceeding 75 feet would result in extra charges according to pretty much everyone's interstate tariff.

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.  If no one came out to see what you had to move, then it was completely unreasonable of you to expect there would not be any extras.  It should also say in your BOL that your quote was not binding since there was no mover that came out to see anything, and that your estimate could change depending upon what the mover saw at origin and possibly at destination.  It does appear from the photo you posted and your narrative that the clause in your contract indicating a non-binding quote was fulfilled.

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?!  As I said, you don't indicate where you are moving from or to, so the increase you provide has no context attached to it.  However, an interstate move for only $1100 is pretty cheap and often would barely cover the gasoline used by the truck - never mind the labor and other costs a mover incurs in a typical move.  $2800 could be the correct amount, but you wouldn't really know unless you called a legit mover who could tell you what the cost of your move would be.  Insofar as short notice, the movers could have shown up, saw the stairs, the long carries, told you the move was $2800 and not only would that be legal, but you'd be even more stressed than you are now haivng to make the decision to use them....on the spot.

He told me my contract was not binding though it clearly states that it is. He explained that they would have to do an in life inventory then it’s binding when I prodded on how I would get a binding contract just so I know for the future and not get screwed by  moving companies.  He is absolutely 100% correct.  Unless you get a surveyor to come out and see what needs to be moved and the surrounding area, there is no way to ascertain what the cost of a move would be.  So the mover provides you a non-binding estimate.  Think about it this way:  If a landscaper gave you an estimate of costs to redo your backyard, and never actually came out to see, measure, and walk the ground to be landscaped, then how could you hold anyone to that quote?  Answer is you can't.  It is the same with moving.

Moving is not an inexpensive venture.  It is highly labor intensive, no automation, and no 2 moves are alike - therefore there is no standardization possible in a move.  Choosing a mover off of the internet, especially a movers search engine, often results in things like this happening.  Best of luck to you.