Shetler-Derby Moving and Storage was the worst moving company I have ever dealt with and we are still dealing with the ramifications of their work. It was a bad enough experience that I struggle with where to start or how to express how negative the experience was. I will go point by point to keep things organized: Professionalism. This is, I believe, the root cause of the issues afflicting Shetler-Derby's ability to provide any kind of service to a customer. From their customer service to their moving teams, there is not a professional mover that works for that company. The team leader for their moving team was named Melvin (last name unknown) who refused to do an inventory, expressed within 10 minutes of being in my home that he did not agree with the weight estimate he was provided (he assumed we had 16000 lbs. of items to be moved even though Shetler-Derby's estimator estimated 11000 lbs. - it ended up being 12000 lbs. even counting the weight of the wooden crates), worked extremely slowly, and refused to take a lunch break even though he and his team took about eight smoke breaks per moving day. He did not know how military moves work and said that I was the one who was in the wrong for enforcing a strict inventory upon him. He went so far as to say that the high-value items inventory can only be ten items long because the form only had ten entry spaces - only after argument did he accept the fact that I can own more than ten high-value items. Once he realized I wasn't going to budge on completing an inventory, he had to step outside so he did not "get into it with me". Their customer service, while presenting a veneer or professionalism and support, did not actually have any power and was not truly helpful. I received communications from them prior to the move and asked several questions that went unanswered. During the move when everything was going wrong, they said they would attempt to fix things and would reach back out - I did not hear from them again. While both Melvin and their customer support agents made mistakes and were unprofessional, I believe that their company culture is not one that supports their workers or cares about their customers. At least for military moves, it felt like their business model was to put as little into a military move as possible so they could extract as much money from the system as they can. The problem with Shelter-Derby must be much bigger than this one move for this one move to go the way it did. Manning and Equipping. Shelter-Derby undermanned our move by sending only two movers. On day two of the move, after they had not gotten enough done on day one, Melvin approached me to ask if they could go past the deadline for the move. I told them that would seriously inconvenience my family and that I was not OK with it. He said he would do what he could and continued to slowly and ineffectually pack my belongings. On day 3, he did not even bring any help - it was just Melvin tasked to pack up half of our house in a single day. From the equipment standpoint, Shetler-Derby did not bring any tools other than a hand-truck. They had to use my tools for any required disassembly - they did not even bring a screwdriver. They also had to use a box cutter and tape to make a king-sized mattress cover out of two twin-sized mattress covers. Packing Skill. As we have unpacked our HHGs we have found many broken items, inconsiderately packed items, and rotting food items that were inadvertently wrapped in paper and thrown in a box. Items of sentimental value in particular (childrens paintings on canvas, heirloom blankets, etc.) seemed to fair particularly poorly. We even had our own personal hand truck that is just completely missing, likely because they confused with their own or assumed it belonged to their company. This issue seems to have been compounded by the team of ten that showed up on the last day - they were moving quickly and with little care or regard for the well-being of our household goods. Phasing of the Packout. Starting on day one, as they packed a box they loaded it into the truck. Even in the middle of a rainstorm. When I brought up that they were supposed to box everything up, inventory the boxes with me so I know how many we should expect on the back end, and then load everything into the truck after we agreed upon the inventory they simply said that is not how they do things. On the backend, I even discovered that they did not apply stickers to all boxes and belongings - several belongings had multiple stickers with one item having three stickers on it alone. Two of those stickers, on the inventory sheet, said they were for a packed box. I am relying on my photographic inventory of my house to ensure that all of our household goods arrived - so far it appears that most have, but it is hard to be sure. If you can afford to hire a different company or simply pack your belongings yourself, I would do that before I would hire Shetler-Derby. read more

This business is completely unethical. After our move, multiple items were damaged and several were missing. They will not return calls and denied a loss prevention claim stating they are not responsible for damaged items or when there is no proof that the item was in their possession. It's a shame that they are still in business. Don't hire them! read more

Unscrupulous Shetler Moving & Storage employees are ruining the good company the patriarch ran for years. They are holding over $250,000 of our personal and business belongings hostage and have incorrect paperwork and are trying to overcharge us. We are having to get local and federal authorities involved to deal with these crooks. We received an initial quote from Atlas in March for a move from Minnesota to Texas for $9970. I was happy to use Atlas because I had excellent experiences with them twice in the past. This time has been a nightmare, and it's not over. Some time in June, one of their schedulers sent us an initial estimate of August 10 move date with a delivery date of 8/15 - 8/22. I called her and we discussed needing more time in the move. She said no problem, she would request an 8-16 day transit. We never got a revised estimate with that information. They came into town on 8/24 - went to a storage facility without contacting us or our authorizing this and put our stuff into storage and said if we want it, we owe them $18,583.42. They will not tell us where our items are. They are not even attempting to have it delivered. Do not do business with these HORRIBLE people. We want our items delivered. We do not want to pay for storage charges for their mistakes. Furthermore, we do not want to pay more than the initial estimate since that terrible woman told us the amount would not exceed the estimate, although it could be less. If you're thinking of moving AVOID SHETLER MOVING AT ALL COSTS!!! read more

The movers were responsive to our needs, especially when loading in Phoneix. Good crew in PHX. GREAT driver Jerome and wife Mary. On the loading end in Louisville. Poor unloading crew. Not trustworthy. Responsive until at the end of the day I found they stole my expensive watches and my passport. All loaders were checked by the police. All denied involvement. Driver and wife team was never near our master bedroom closet. I trust them. The company Shetler and Atlas Corporate ignored and denied any involvement. After claim was filed, everything was ignored and the companies have never responded to multiplied emails and phone calls by the contact person at Shetler responsible my claim. I withheld paying for several months trying to work with the company to resolve my claim. But no response!! It's sad they gave up on me and never responded. I final did my part and paid the company in full never to see and monies back for my personal loss. Especially losing a watch my kids gave me. And now struggling to resolve my passport issues. I DO NOT recommend the company in Louisville. I DO highly RECOMMEND Jerome and his wife. Sad ending. No resolution. Lost Customer for Life. read more

We moved from KY to CA and it was (and continues to be) HELL. We were given a delivery window as to when our items WOULD arrive in CA so we planned accordingly. Informed Shetler that we also had a window of time that the freight elevator would be reserved to move in. When the driver didn't show at the time window we called Atlas corporate who had to redirect the driver. We were told we would be charged for additional help since we were moving into a high rise condo which we agreed however the additional help didn't show and as if matters couldn't get worse... we were told by the driver (when he arrived) THEY LEFT HALF OF OUR LOAD IN LOUISVILLE. NO ONE called to tell us that ATLAS decided to SPLIT OUR LOAD. We were told "our items WOULDN'T fit in the SEMI so the Atlas driver DECIDED which items to bring to us and which to LEAVE in KY. As the "crew - (less one) unloaded our items I had to laugh or cry.... The driver decided that our Christmas tree/ornaments/wreath and my wedding dress were "MUST HAVES" but he chose to leave our vacuum cleaner and couch cushions in KY. Many of our items were broken, damaged, dinged and punctured. We have been dealing with Atlas and this move since the end of July and are still trying to get items repaired. Julie (claims adjuster) continues to state that our damaged items are from "normal wear" and not transit mishandling. I've given her a receipt showing our item (oriental rug) is less than a year old and told her the movers packaging consisted of them rolling up the rug and wrapping tape around it. (The rug is ripped from being punctured in transit.) We chose Atlas because of a good experience we had when moving from CO to KY but as this has turned out we have many damaged items, our order was RANDOMLY split and it took an additional month to get the rest of our items. The items were packed by Atlas, their condition was checked and any damage prior to the move was noted. The insurance we have states that our items are covered up to a certain dollar amount and that ATLAS will REPAIR to the condition prior to the move or REPLACE. What a joke. It's been three months and we continue to get screwed by Atlas. read more

Avoid Shetler-Derby Moving & Storage. I was contacted by Shetler as the booking agent for a cross-country move. All the way up to the day of the move, everything seemed great. Starting that day, they took responsibility for nothing. They apparently booked the worst, more underhanded hauling agent. My booking agent was out of the office on the day of the move, and the supervisor who was filling in was pretty useless. I had problems with damaged and left items before the truck even left. When my possessions arrived, things just got worse. The only thing that Shetler would do is refer me to Atlas corporate. They had their money. I wasn't their problem anymore. When all was said and done, I had more in loss and damage claims than the cost of the move. I had thousands of dollars in property damage alone. To top it off, I was billed incorrectly, and they screwed up the estimate, and corporate refused to honor the one that I signed. If you want to be left out to dry once the move starts, these are your guys. I suggest choosing a different agent for your move. read more

Similar experience as Ken. Got an automatically generated email from them after I put in for a quote at the Atlas website. Asked for an in home estimate, no reply. Sent them an imover video for quote, no reply. Called the woman who sent the initial email, left a voicemail, no reply. Called the manager, left a voicemail, no reply. Don't waste your time with these incompetent scumbags. If they can't even get a quote to you imagine how bad they are at everything else. read more

They brought and OLD 1970's truck to our home. Had the front tires changed in our drive. They only had the driver and one helper for much of the day. They did not have enough moving pads for our items, so I unboxed mine and let them use those. They took our belongings to storage, unwrapped them then put them in creates. Wrapped them again, then loaded to be moved. They originally told us that they needed seven days notice to schedule the delivery. Shetler never would call with a date, we ended up calling AVL in Evansville where our items were stored to get a deliver set up. Way too many things broken, smashed, gouged and dented to name. Even though they suggest you get AAA for free damage upgrade insurance, If you don't call them and have new paperwork drawn up, you are out of luck. Did not deliver a huge over stuffed chair. Brought a king size mattress set that was not even ours. Dropped the dryer on the way into the house. read more

Our experience was so different that it's hard to believe we are all reviewing the same company. Initial phone contact was pleasant and helpful. We received an estimate promptly after the rep visited our house, and we also had several follow-up contacts from them to help firm up details. All of the people we dealt with were polite, efficient, and professional. The packers and movers handled our possessions carefully, and even though a few cartons arrived a bit crumpled, not a single item was broken. The van arrived at our new home, nearly 600 miles away, in just a couple of days -- far faster than we expected. And best of all, the cost came in several hundred dollars below the original estimate! We were completely pleased and wouldn't hesitate to recommend them to others. In fact, our son will probably be using them for his upcoming move. read more

This is a dishonest business who scams people. As they went to deliver my belonging, they told me I had to pay double the amount that was stated in the contract in order for them to give me my belongings. They are scam artists. read more

Very unprofessional moving company I have had to deal with. They will not keep in contact with you to let you know what is going on. When they delivered my household goods they "forgot" to bring my motorcycle, two couches and various other stuff. They said they were going back to the shop to get them and will back, but didn't come back or even a curiosity to say they weren't coming back or even tell me when they can make it. Avoid at all costs. read more

Great experience. Will use again for all moves. Its hard to look for good movers on Yelp, Because people hardly applaud people for their hard work. It's only the negative reviews you will see on every movers page. I felt secure, my household items were wrapped very good, and their Admin Staff is great! Highly recommend. read more

Everything about my move with Shetler-Derby was a disaster. They lost items, damaged items, and did not keep in contact regarding the move. When I called to check on the status of my items, I was told they were in route, when in reality they had not yet left the warehouse. When I called to speak with someone about my move, my calls were never returned, and the claim I filed for damaged goods was denied. Unprofessional, dishonest and rude. read more

If I could give zero stars, I would. It is clear that the business is dishonest. I do not believe my goods were weighed, because, upon delivery, I was told that the final poundage was EXACTLY -- to the pound -- the amount of the weight estimate that I had given the rep on the phone (an estimate that was probably pretty poor, as (1) I have no particular skills in estimating the weight of household goods and (2) my goods had already been in my storage locker for over 6 months at the time I made the estimate, so my memory as to what comprised the load was fairly poor). Because the estimate was non-binding, I wasn't particularly concerned about it being accurate. However, upon delivery, when I was told that the shipment weighed exactly -- to the pound -- what I had estimated, my husband and I raised concerns with Shetler-Derby management, who was dismissive, rude, condescending and downright nasty. I am 100% confident my load was never weighed and I was SIMPLY CHARGED THE AMOUNT OF THE NON-BINDING ESTIMATE, an estimate which was probably between 300 and 1000 pounds heavier than that which was actually shipped. Sounds like a more sophisticated version of the other ransom story noted below. I have followed up with a complaint to the BBB. read more