Sterner's Moving & Transporting, Inc.

Partial info that this customer has left is correct. In the fact that yes, we did have a new driver out on this job that we were trying out and yes the quote was at 6 hours. We unfortunately did have a terrible thing happen and had the new employee quit half way through the job because he felt...

that "since he was the driver, he should not be being told what to do by the other movers" which in fact was wrong because the other employees were trained and supposed to be training him. He did not work well the whole time he was there which left my other 2 men to try and pull all the weight then this guy walked off the job. I, the manager, was in contact with my crew the entire time and knew that this was happening and as I myself was out on a job working and was not able to go out on site to remedy the situation I contacted my other crew that had a driver that would be done sooner than anyone else and told them to go help on this job when they were done what they were doing. They did, and 4 men ended up completing this job as soon as we could. I NEVER RECEIVED A CALL AT ALL FROM THIS CUSTOMER. Not during or any days after the move! I knew that it wasn't a good situation but as far as I knew my reps on site had handled the situation with the customer service as well as they could and I had done what I could to get more people out on the job to complete it. I have not heard at all from this customer about any damages since the move. If so, I could have easily sent them a claims form and addressed what items were damaged at the coverage levels they had agreed to prior to the move. As far as the adjustment in prices go, she was quoted (as she admits in this complaint) aprx 6 hours @ $133 / hr plus $133 in travel plus aprx $10 in fuel, roughly = $941.00 (declined additional coverage that was offered)  If we did in fact take 15 hours (as she claims in this complaint) at those rates we would have been charging her roughly $ 2,138. We did not ask for that much in compensation as I knew none of this issues we tackled that day were at any fault of hers. We charged her around the same amount as what the estimate was even though we lost out terribly on this job. Again, this is the first time I have even heard that this customer was trying to contact us after the move. I thought that they were ok with how we addressed the situation.We did complete the job as requested, just not in the amount of time that was quoted. Even so, did not charge customer any more than what estimate was. At no time did the customer ask us to stop working or completing the job so of course we continued. It is and unfortunate situation that we did have a person walk off a job like that and  give a bad impression to a customer but we handled the best way we could and in a way that we feel is fair. If customer has issues with damages, we would be happy to reimburse customer at the standard $.60 / lb/ item coverage as they agreed to.

My husband and I are both physically disabled and Brandon Sterner and his crew were very unprofessional and most of the time they were very rude. One major thing I noticed was Brandon had one of the crew on the telephone for a very long time when they could have been working.
I don't understand why everything was so chaotic. The crew seemed young and untrained. When they were taking out junk, one of the young men threw out three-quarters of a 15-pound bag of Orijen cat food. They threw away all of our dog food and many other valuable items. If they were seasoned movers I believe they would have had the common sense to ask if before throwing perfectly good stuff.
I was told, after the fact, that they were new to hauling junk. Even the real estate agent noted when they were done packing the junk truck it was only half full. They charged us$300 per load but not one load was full.
We had a communication gap somehow. I'm truly not sure where we went wrong but we have moved three other times and I never had so much aggression, rudeness and downright unprofessional behavior.
One of the workers let four Bose speakers from our Bose sound system drop six feet to the floor, which disconnected the wires, rendering the system useless. When I talked to Brandon later that day I told him I hope he had insurance to cover the damage. No answer he just talked about something else. I brought the problem of the sound system up three or four more times and if I were to ask him today he would just say this is the first he heard of it. Other items were damaged but he would never take any responsibility.
I feel so abused and taken by Sterner's Moving. I believe he thought because we're disabled he could get over on us and he did. I wish there was a way to make the situation fair and have them acknowledge their errors and unprofessional attitude. Instead he has continued to demand payment of the last $1800 he thinks we owe him. He wouldn't quit calling my cell phone until I agreed to make payments.
This is, by far, the worst and most stressful move we have ever endured. Sterner's didn't actually move everything, we had to store another van load at a neighbor's house and drive back to Mount Joy and finish the move ourselves.
If you have a strong personality and perhaps a whip you could probably do okay with Sterner's but I cannot, in good conscience, recommend Sterner's Moving. They were bullish and thug-like. One kid actually whispered in my ear that if we don't pay they would drive up to Cresson and take the stuff back out of our house. If I hadn't been dead on my feet I would have laughed in his face. Here's another odd way of Sterner's accounting. They said if I paid THAT day it would be $900but otherwise it would be$1900. So, since we didn't have a spare $900, he now is claiming we owe the $1800+. What an unending nightmare!