Customer ReviewsforSoda City Movers

I moved October 28, 2022. They intentionally left my (new in January) 65" tv. I have no idea why. I verbally mentioned it to the mover but I made the mistake of paying them. Instead of setting up an appointment to bring my tv, the General Manager said they would get it to me when they had a crew who could do it. I live 40 minutes from my old house. She called twice during lunch and once before I woke up. Ultimately, when no one responded to 3 texts the Thursday after the move that was initially on Monday, I posted a one star review. The General Manager then called the next morning and said she had someone to move my tv. I was genuinely pleased that they were finally completing the job. I told her I would leave immediately but it would take 40 minutes. Half way there she called again and said something to the effect "You posted a one star review. You signed that you had received all of your items. We have no obligation to you so we will not be delivering the tv." It cost me $520 to hire another company because of intracity minimums. (In one of my texts on Thursday I even offered to pay for the boxing, loading and unloading recognizing my bill would have been more initially. I filed a dispute with my credit card company and will file in Small Claims Court if I have to. I should have stopped the minute I verbally told the mover "he didn't bring my tv." The General Manager should have found the first day I could make the trip back and forth to the old residence, when they had a crew, and just made a firm appointment. Instead everything became about what I couldn't do, rather than finishing their incomplete job. The General Manager made it a point to let me know my conversations had been recorded. I don't know what that proves other than the poor handling. I felt bullied during the move and certainly after.

Ms. *******, We are always sorry to hear that a move experience didn't go as well as expected, but we are honestly surprised and confused by the review you have posted based on the many conversations we have had with you since your move date. I would like to take a moment and clarify the details you have mentioned below: Your move took place on Friday 10/28 and we reached out via telephone (as we do for every move we complete) on Monday 10/31. During this conversation you expressed to me that the movers did a good job but a tv had been overlooked by both the movers and yourself during the loading process and that you couldn't locate a plastic cabinet. (Our trucks are checked daily upon return and before they go out the next day, the cabinet was not brought back to our shop) At that time, I immediately apologized for the inconvenience of leaving the tv behind. I expressed to you that although we were completely booked for the week, if you could be flexible, I would work on getting a crew out at no cost to you. (Usually this would be charged for during the moving process). You have mentioned several times that you have texted about paying for this service, our office line is a landline and cannot receive text. I reached out via telephone the next morning as I had a crew ready and available to come get this taken care of for you. When we spoke, you expressed that Tuesday would not be a good day for you because yourself and your grandson were not feeling well. You also explained Wednesday would not work because you have other furniture being delivered but that you would reach back out to me to try to coordinate another day. On Wednesday afternoon, you called in and spoke to one of our customer service reps and asked them to let me know that you would be available any time on Thursday to get this completed. Thursday morning, I called twice in an attempt to reach you but was unsuccessful. You returned my call two and a half hours later and unfortunately the crew had already left for the day. Once again, one of my customer service representatives apologized for not being able to make it work, but let you know that we would call if we had any other team members who could get this done for you that day. I reached out again on Thursday afternoon with an alternate crew and although you said you could meet them after lunch, we unfortunately can't ask our guys to wait for two hours. I reached out Friday 11/4/22 with a crew available to come and pick up these items for you, but upon reading the review, I cancelled the appointment as our many efforts to resolve this for you were received poorly and I felt it best to part ways. To be clear, we charge by the hour for items that we move as we are regulated by the state of South Carolina. If the tv been moved on the original move date, a higher balance would have been due. As you stated in our phone conversation you and the movers both overlooked the tv, this was not intentional. We understand that mistakes happen, and we feel we did everything in our power to try to resolve this for you quickly and efficiently but unfortunately all of our efforts didn't seem to help either.

Stay away from this company. They break your stuff and don't take responsibility for it. Too many people moving too fast. You can't keep up with them. No one listens to you. Pushy and no personal care. Slam bam and pay us. That's how they work. Don't use them if you care about your goods.

We would like to start by stating that we follow up with our customers after every move we do. Our understanding immediately following this move was that our movers did a great job. So to be clear, it seems that he was very pleased with his moving experience, just not pleased with our response to his claim of damages. There are two sides to every story, and here's ours:

For this move, everything was delivered into the customer's own storage unit. 82 days later, we received a phone call from the customer stating that he was noticing damages while moving things around. We explained on that phone call that the time frame greatly exceeded our standard time frame for reporting damages. We understand that the moving process can be hectic, and we typically allow a grace period greater than the 96-hour window required for any damage claims to be processed. However, almost 3 months later far exceeds any allowable window for filing a damage claim, and especially in consideration of the following:

**Moving services were provided on May 7, 2021
**Customer declined additional damage coverage option that was offered prior to the move
**Customer declined furniture blankets for items moving into storage, which we recommended
**Customer was not present at delivery
**First report damage on July 29, 2021 (82 days after move completion)

In addition to all of these reasons, there are also so many unknown variables that may have occurred between when we provided our services and when the damages were reported. The truth is, we have no way to know how or when these damages even occurred and it seems unreasonable to expect a moving company to blindly accept responsibility for damages almost 90 days after services were provided. By purchasing moving blankets, which is always our recommendation when going into storage, furniture is better protected to help prevent possible damage. Purchasing additional repair coverage provides a higher level of damage protection, but still requires proper notice of damage to be provided. If someone had been with the movers onsite during the delivery, any damage that occurred could have been written up and processed immediately.

It's unfortunate that this customer feels we're unreasonable or "spineless" by addressing the many reasons we are not able to take responsibility for his claims. We make our policies very clear up front and make recommendations that we feel will set the move up for success. When damages occur during a move and we are made aware of it in accordance with our policies, we absolutely do everything we can to remedy the situation. Unfortunately, in this case, we were not able to resolve this issue.