ComplaintsforSherman Moving & Storage, Inc.

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  No written itemized explanation for nearly $1,500 increase in amount billed ($7,549) compared to quote ($6,000)...for which I am seeking a refund $1,400-1,500. Additionally, mileage was computed at $4,320 for quote yet increased to $5,001.60 for bill. Mileage should not have changed. Company assured me they know what cost should be for ***** square foot home but verbally said they packed more. Received no written itemization for increase in costs compared to quote. They also used wardrobe boxes and charged me extra when I had no packed clothing. Boxes not full and charged for every box and material used. Many boxes did not end up in rooms as marked. Also did not listen to my requests for not packing items in all moveable cabinets (nonbreakable). Several requests went unheeded. Plus I tipped workers nearly $300. Very crooked. (Note: Moved to *************************************************.)

  

  Business response

  04/24/2024

  We deeply regret the challenges you faced during your recent move and sincerely appreciate you taking the time to share your feedback. At Sherman Moving & Storage, our commitment is to provide transparent and reliable services to all our customers.
  
  Regarding the discrepancy in the billed amount compared to the original estimate, we understand the importance of clear communication and pricing transparency. While we aim for accurate estimates, the final charge can be affected by the actual services needed on the moving day. Our packing service is billed hourly, and for long-distance moves, our moving/transportation service is based on weight. We acknowledge any inconvenience this may have caused. Our initial estimate is based on similar moves, discussions over the phone, and the information provided. To ensure transparency, we include a statement in all our estimates and correspondence, explaining the basis of our charges and the possibility of additional costs for packing time and weight exceeding the minimum:
  
  "The rates above are for services provided during normal business hours (M-F). This is only an estimate based on similar moves and the contents of a traditional 1600 sq ft home. You will be charged for the actual time to pack and charged for any weight over the ***** minimum."
  
  We will also provide you with certified weight tickets for our two trucks and a detailed list of packing materials to help clarify the final cost of your move.
  
  Regarding the use of wardrobe boxes and charges for packing materials, we apologize for any confusion. Our top priority is the safe packing and transportation of your belongings, and we will thoroughly review these charges.
  
  We also regret any issues with box placement and not following your packing preferences. We will address these matters internally to improve our team's attentiveness to customer requests.
  
  Lastly, we appreciate your feedback regarding tipping our workers. We will emphasize to our team the importance of delivering exceptional service to earn such gratuities.
  
  Please contact us directly at ************ or respond to our email for further explanation of your final invoice. We are dedicated to providing accurate estimates and will use these details to make us better with future customers.
  
  Sincerely
  
  ***** Sherman
  Sherman Moving & Storage
  Co-Owner

  Customer response

  04/24/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I have used two movers in less than 3 years. The first reviewed our items and held to the amount quoted. The second, Sherman, insisted it need not review our items in advance of quote as they knew their business and said what ***** square feet homes require. I was shocked to discover my final bill was nearly $1,500 more than quoted. Additionally, I had asked that ALL moveable cabinets NOT be unloaded as they did not have breakable items in them. Had that been adhered to, the amount of packing would be much less. One guy started packing in wrapping material all of my silverware which were in wooden trays and not breakable. It appears the business' practice is to use an inordinate amount of materials in order to ***** the customer. I still hold to the fact that the business did not do its job up front to insure the final outcome. I still insist on the amount paid above what was quoted. 
  
  Regards,
  
  *****************************
  

  Customer response

  04/29/2024

  Received from Sherman Moving 4/26/24:

  *******,
  I hope this email finds you well. I wanted to address your concerns
  regarding the costs associated with your move to **. We understand that
  moving can be a stressful time, and we strive to be transparent about
  our pricing and services.
  
  As you know, the cost of your move is based on factors such as time,
  labor, and fuel. We had to allocate resources including two trucks and
  labor to ensure your move to *********, OH was completed within the
  requested time-frame. While we aim to provide accurate estimates, please
  note that we do not guarantee exact pricing, as our fees are based on
  hourly rates and weight.
  
  It seems there may have been a misunderstanding regarding our pricing
  and commitment to safely packing and transporting your items. We
  apologize for any confusion and will make sure to provide more detailed
  explanations in the future.
  
  As a gesture of goodwill, we would like to offer you a $500 credit to
  help offset some of your concerns. If you would like to discuss this
  further or have any additional questions, please feel free to contact us
  at ************.
  
  Thank you for choosing us for your move, and we appreciate your
  understanding.
  Sincerely,
  ***** Sherman

  My reply 4/29/24:

  Hello *****, 
  I will add this information to BBB site. Your "offer" is not acceptable. First, I would never need credit for Sherman Moving as I would not use your services again. Secondly, the amount is short of the refund I am requesting...the difference between the quote and the actual charge. If I need to pursue this legally, I will.
  Sincerely,
  ***********************;

   

  

  Business response

  04/29/2024

  *******,

  This was not a credit towards future moving services with our business. This is an offer of $500 to you to help offset some of issues you detailed in this complaint. Sherman Moving will make out a check to you and mail to your current address.  Does this help clarify?

  Sincerely,

  ***** Sherman

  Customer response

  04/29/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *****************************
  

  Customer response

  05/02/2024

  I just had another mover assist with unpacking items that were packed by Sherman Moving. These professional packers were appalled with the way several items were packed. Glass planters were not wrapped and were placed in the bottom of a large box. Lanterns with tiki oil were not emptied and were not wrapped. The unpacker spilled tiki oil on herself and on my floor as a result. Several items were simply thrown in boxes. Several wardrobe (which cost more) were used for non-clothing items. I would be happy to provide BBB the contact info for the folks who unpacked items today. I am not at all satisfied with the outcome. The request was for reimbursement of the nearly $1,500 charged over quote. My expectation of the BBB and of Sherman was to insure this was repaid. I have talked to an attorney who said that this is a recurring problem with movers. If the BBB does not hold such movers responsible, who will?

• Initial Complaint

  08/15/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I am 88 years old and recently had ********************** Moving move me from my apartment that I had lived in with my now deceased husband. I asked for an estimate to move me to a senior living apartment in *********** from my apartment in *******. Based on the square footage and number of rooms I was given an estimate of $2000. It took them twice as long as they thought and gave me an invoice for $5625. I was in shock but gave the driver a check for the total amount. I later sent an email to Mr. ********************** asking for an adjustment in way of a $700 refund and he has not responded. I would appreciate your help in this matter. Please see the attachment.Thank you,*********************

  

  Business response

  08/16/2023

  ************** sent me an email  on 7/28/2023 at 2:32 PM with concerns about her final moving/packing/unpacking invoice..

  I responded to her email on 7/31/2023  at 11:48 AM (see attachment).

  I have attached a copy of our correspondence to the message. I can drop a copy in the mail too.

  I hope this helps. If you need any more explanation or details, please reach out to me.

  Sincerely,

  ************** Sherman
  Sherman Moving & Storage
  ************

   

  Customer response

  08/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  I was billed for having three additional men for **** hours. I had three men to start the move at the beginning of the day and at no time did I ever see more than four men. To bill me $5625 after an estimate of $2000 is wrong and taking advantage of the elderly.  I am just asking for $700 back. Surely Mr. ********************** could afford that reimbursement.
  
  Regards,
  
  *********************
  

  

  Business response

  08/21/2023

  Dear **************,
  
  I appreciate your response and the opportunity to address your concerns regarding your recent move with Sherman Moving. First and foremost, I'd like to emphasize our commitment to providing honest and transparent service to all our customers, especially our esteemed elderly clients.
  
  After thoroughly reviewing our records and your feedback, I must confirm that six team members were indeed dispatched to your job site to ensure a safe, efficient, and timely completion of your move. At Sherman Moving, we prioritize the well-being of our clients and their belongings, and we allocate the necessary resources to meet these standards.
  
  To further demonstrate our commitment to transparency, we are more than willing to provide you with copies of each employee's time-card. This will serve as tangible evidence of the hours worked by each team member to complete your job. We understand the importance of building trust with our customers, and we want to ensure that you have all the information you need to feel confident in the services you received.
  
  If you would like to proceed with obtaining copies of the time-cards or if you have any additional questions or concerns, please don't hesitate to let us know. We are here to address your needs and provide you with any information you require.
  
  Once again, we apologize for any confusion or frustration you may have experienced during this process. Our mission is to make your move as smooth and stress-free as possible, and we are committed to resolving this matter to your satisfaction.
  
  Thank you for choosing Sherman Moving, and we look forward to your response.
  
  Warm regards,
  
  ***** Sherman
  Sherman Moving
  ************

  Customer response

  08/22/2023

  Please see the attached estimate for $2304.00.  I am on a fixed income and was billed $5625!  This is outrageous to do to anyone, especially an 88 year old recently widowed woman.  It has caused a lot of stress.  I am not asking for much, just a $700 refund.  Mr. ********************** is sticking to his guns about the manpower that I never saw and refusing to refund me any money.

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]

  Please see the attached estimate for $2304.00.  I am on a fixed income and was billed $5625!  This is outrageous to do to anyone, especially an 88 year old recently widowed woman.  It has caused a lot of stress.  I am not asking for much, just a $700 refund.  Mr. ********************** is sticking to his guns about the manpower that I never saw and refusing to refund me any money.
  
  Regards,
  
  *********************

  
  

  

  Business response

  08/23/2023

  Dear **************,
  
  I appreciate your diligence in providing the original estimate, which indeed clearly outlines our hourly charging policy. Our prior discussions and conversations during the move also confirmed this approach. Moreover, I want to acknowledge that we made necessary adjustments to our schedule to meet your specific requirements during your relocation.
  
  I want to reiterate the essence of the original estimate: "This is only an estimate based on similar moves and the contents of a traditional **** sqr ft apartment (5th floor). You will be charged for the actual time and materials it takes to complete your move."
  
  I want to assure you that my unwavering stance is in response to the accusations of unethical and fraudulent behavior. The gravity of these allegations isn't lost on me, and I want to emphasize that I treat them with the utmost seriousness. To substantiate the legitimacy of our services, I am more than willing to provide you with our employees' time-cards and GPS data, clearly documenting the presence of our 6-man team during  your move.
  
  As a token of goodwill towards our valued customers, I have made the decision to refund the materials charge, which amounts to $321. This refund will be issued in the form of a check made out to you, and it will be promptly dispatched this week.
  
  Should you have any further concerns or inquiries, please don't hesitate to reach out. Thank you for your understanding and for giving us the opportunity to address this matter comprehensively.
  
  Warm regards,
  
  ***** Sherman
  Sherman Moving & Storage
  Phone: 317-784-5462why here...

  Customer response

  08/23/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

  *********************

• Initial Complaint

  08/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I checked with Shermans to see if their prices were the same as last year when they moved me. I was told it was a flat $192 for everything. The year before it took 3 men 2 hours to load up.. This time it took 7 men over 4 hours to load up the same stuff. I had packed everything in small boxes I could handle like before. . They re-packed almost everything in big boxes for no reason. When I asked why ***** said mine were old and falling apart. They were brand new boxes from U-Haul. There was something going on from the time the movers got there. It was obvious they were not happy at all. One of them spent most of his time on the phone with the office. Then the manager ***** came. He said they needed me to let them store my things overnight and bring them to me the next day. I told him we couldn't do that because my husband is on Oxygen and didn't have all his equipment. This was never mentioned until everything was on the truck. He said it was a 2 hour trip and his men wanted to be home with their families before dark. I told him it was a 45 minute trip and it was only 12:20 a.m. He said trucks don't go as fast as cars. I said No. hubby is too sick. When they were finished unloading everything they charged me $4366. They said I could make payments. I gave them $1166 in cash and wrote 3 checks for $1100 each and they insisted on me dating them all for that day. It took a total of 9 hours from start to finish. It should have cost no more than $1800 at the very most. When I unpacked it was awful. They damaged and destroyed so many things. I made a list and sent to Shermans. It will cost me over $**** to replace and repair it all. They said they would not cash 2 of the checks but they did not return them to me. $4366 + ****= ****. Even if they don't cash those 2 checks it still leaves in paying $3866. for moving and damages which should be $1800. That is $2066. too much. I want all 3 checks back.

  

  Business response

  08/10/2022

  Sherman Moving informed *************** that her move would cost over $4,000 prior to moving. We have worked hard to help with her financial situation and accommodate her husband's health needs on the day of the move. We've reached out to *************** several times for a detailed list alleged damages without results. We will continue to work towards a solution. She can always call or email us at anytime to discuss. ************ 

   

   

   ell us why here...

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ******************************
  

  Customer response

  08/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  

  Thank you for taking the time to read this.  I hope you have access to my original complaint. They cashed all three checks the day I went there. But I didn't have $3322.96 in my account.  I stopped payment on them and had to go to the bank to get my account straightened out. Because we are disabled we have to have a lot of help. We just had someone come in to connect our firs sticks and was told someone had taken the cord off one of the TV's. They said it wasn't even supposed to come off. So there is a ruined TV. which brings my estimate of damages to over $1800.  The response to my complaint was nowhere near the truth. 1) They never said anything about it costing $4000. until the truck was loaded.  One the phone when I booked a reserve for the move I was told $192. an hour. It took them 9 hours to move me (which was asinine) which should have cost $1728.  2) they argued with me to store the truck overnight and bring it to me in the morning even after I explained to them how sick my husband is and that he did not have the equipment to stay overnight.  3) They did not reach out to me at any point or time. They have never once called me.  It has been me calling and calling trying to resolve this. They charged me $4633.96 and did $1800 in damages and messed up my checking account making it inaccessible to me for four days.  They had told me they would give me back the three checks if I gave them $1000. That would be me paying $2000. I would have excepted that and the loss of $1800 in property and it being $278 more than I should have paid.  I am in kidney failure with only 25% of one kidney. I am not supposed to be running around and being stressed out. Both things are hard on my kidney. I just wanted it to be over so I could get my life back to normal. I drove from ******** **. to ************ and had the $1000. ** my hand. ***** refused to take any responsibility for the damages  and wouldn't even look at all the pictures I had. ****** got out in front of the building and had a complete meltdown ranting and raving and accusing me of untrue things.  ***** came down with the checks and would not give them to me because I had now taken down the review or dropped the complaint to BBB. We had had this conversation two days before and I told her if she gave me the checks I would do this but she insisted on me doing it first before giving me the checks back.  I told her they had done nothing to make me trust them and I would do it after I got the checks. That day she said okay.  When I got there that day they were like a pack of coyotes on me.  It was terrible.   Now, after them behaving the way they did and seeing even more damage and the fact they held up my account breaking their promise of only cashing one check each month I feel like I should have the $1000. in cash I gave them 
  

   

  Regards,
  

  
  ******************************

  
  

  

  Business response

  09/12/2022

  We tried to accommodate *********************** on the day of her move and after.

  We tried to work with her on her payment schedule and time frame.  She has constantly changed what she wants from us.  She has only paid $1000 of her $4000 move.  We have agreed to meet with her lawyers.  We are not asking her to pay he remaining balance but we are not going to refund any additional money.  We will not process claims if a bill has not been paid in full.

   

  Sincerely,

  ***** Sherman
  

  Customer response

  09/15/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  ****************************** They quoted me $912 an hour including mileage and supplies and anything else needed to made a good move.  It took 7 men 5 hours to load up this time. The last time it took 3 men 3 hours to load the exact same things. They repacked everything in large boxes and when I asked why later they said the boxes were old and falling apart. I had just bought those boxes new from U-Haul 3 days before. The total time to move was 9 hours. $192 x 9 is $1728. NOT $4366.  I wrote the checks under duress. They said they would cash one check each month. They tried to cash all three of them on the same day.  But I had already put a stop payment on them and sent them a list of damages and repairs. When I found all the damage. I called and they said I could have the checks back it I gave them $1000 cash.  I was willing at that time to accept because I was sick and didn't want to deal with it. I drove from ******** ******* to ************ and they would not give me the checks. They verbally attacked me in front of their business. One of the men was so irate I thought he was going to hit me.  I tried to show them the invoice for a repair and pictures. They would not look at *********** I went to the bank and told the manager and asked what I should do and was told to stop payment on all three checks and to sue *********** I did not want to file suit but now it looks like I might have to.  I've given them $1000 and they did $2500. in damages and missing property.  So I am out $3500 for a job that should have cost $1728.  That is $1772. I lost in items I bought in other countries, things I splurged on and things I cared about from my childhood. Not counting repairs on the A/C unit where the repairman stated in writing what caused it, and a box of craft tools that was very expensive. These people have been rude, mean, aggressive, and dishonest. I posted a review on Yelp and ***** replies that they had reached out to me several times and I had given them two bad checks. I replies the truth. Not one time have they ever, not once reached out to me.  And those checks were not bad. The checked were "Stop Payment" after I found all the damage and they said they would give the checks back but then would not after me driving from ******** to ************.   
  

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩