Moving Companies
Soft Touch Moving & StorageComplaints
This profile includes complaints for Soft Touch Moving & Storage's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 1 complaint in the last 3 years.
- 0 complaints closed in the last 12 months.
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Initial Complaint
Date:05/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Unethical business practices. I have Damage to both of my homes caused by them. I also have damaged items from the move that they have failed to provide any compensation or remedy for. Grossly inflated charges for materials that were never used. The packing that they did perform was done in such a way as to inflate the number of materials used, and the number of boxes moved. Failed to do an on-site quote even when invited and encouraged by me to do so. They were too busy. They were on my property three days before the move in the event they needed to adjust their quote and they failed to do so. Refused to provide proof they provided me with FMCSA federally required notices. Even after all of these overcharges above and beyond my original quote, they still did not complete the job that they were contracted to do Wanted to charge me even more to do what they were originally contracted to do and had previously assured me beyond a shadow of a doubt would be taken care of but wasnt. They know that Im disabled and an ambulatory wheelchair user. They know by not taking things to a different floor for me when I ask them repeatedly, I cannot physically do it myself. They purposefully created situations for which they would have to come back and bill me even more. Their blatant disregard for my need for accommodation in these matters And their compounding of these issues in a financially damaging way is inexcusable. Will not return calls to me or my realtor who refers me at KW whose agency will not be referring anyone else to this company based on my experience and how they have treated both of us. I have many other photos, videos, statements from others and copies of correspondence that went unanswered to share with you about this case, however, your file upload limit will not allow me to. If you will provide me with an email address, I can send them that way. Everything has been been sent to soft touch and they have declined to answer anyone who inquires about it.
Business Response
Date: 05/06/2024
Let me start by apologizing for the fact that we have to go through this process. I try very hard to settle all matters in an agreeable manner with my customers. I have owned this business for over 18 years with customer satisfaction being one of our highest priorities. First of all I am happy to refund ************** for any packing material that was unused or not efficiently packed. The pictures I was sent only showed three or four boxes that were not used as they should have been. I will also refund money for the damaged item in one box. I have attached a picture showing a response from ******* in my office letting ************** know we would be in touch to take care of it. The claim that we have not responded is just not true. I have been back through my call log and have no missed calls from **************. My office manager has had a conversation with the realtor, *************************, so I am not sure where the claim is coming from that we are not communicating. The only thing we have received from ************** are a couple videos of boxes not being packed efficiently, a dead spot in the yard, A threshold that needed to be glued back down which was just laying in the house and not attached, and a broken item in a box. We have received no formal claim in writing. The dead spot in the yard is not something we caused. ************** claims we left a tool bag on that spot to cause the damage. My tool bags do not have anything in them that would cause the damage and even if they sat in the grass for the day they are not heavy enough or large enough to kill the grass. If you look at the attached picture you can see the landscape area behind the large dead area has just been treated with weed killer. Most likely spraying so the rocks do not get weeds in them. The person who sprayed back there over sprayed a couple areas and there are smaller dead spots behind the large spot. Most likely the person doing the work either spilled there weed killer or set there jug down on that spot with weed killer on the outside of it. There is nothing on my truck that can cause that damage. We do not haul chemicals in our trucks. Customers are required to move them on their own. My office manager did offer to come do a free in home estimate. ************** was not available to meet us so she sent us the inventory to be moved. The inventory was completely inaccurate. It was off by an entire truck load. We were also asked to help finish some packing. Two packers with the help of a third had a full day out on site packing. This was not part of the original estimate. On move day ************** had her parents managing us on the pick up end and she was at delivery. She was never available for questions. Customers' do have some obligation to be available to the move team so we can do our job in an efficient manner. The amount of work completed doubled from the original scope. I am happy to discuss the bill and make sure all charges are correct. This was an hourly bid. Not a guaranteed quote. ie.. time and materials. Again I apologize for the circumstances and hope we can come to an amicable agreement. I do need a formal claim in writing to get the process started. Thank you for your time.
**** Craft
************
Customer Answer
Date: 05/20/2024
Please reopen this complaint. I was in the hospital.
I completed an inventory of the materials used and was overcharged for the following:medium boxes: charged for 50, only 24 used ($130 overcharged)
small boxes: charged for 50, only 36 used ($42 overcharged)
tape: charged for 20, only 8 were used. 12 were returned the day of the move after the packers left them at my house on my kitchen island ($24 overcharged)
dish packs: charged for 11, 0 were used ($132 overcharged)
materials overcharges due refund: $328
I also have the following damages:
$40.65 replace broken tea kettle
$250 labor and materials to repair damaged flooring and walls
$53.97 to color correct damaged grass for real estate listing photos (two witnesses that the movers set a canvas bag there for several hours and was assessed by a turf specialist confirmed damaged in this way)
$312.12 to repair lawn (professional estimate by turf specialist approved by the HOA)
$436.26 to replace damaged dining room furniture
$1093 in physical damages
total refund due: $1,421
Customer Answer
Date: 05/20/2024
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.]Please reopen this complaint. I was in the hospital.
I completed an inventory of the materials used and was overcharged for the following:medium boxes: charged for 50, only 24 used ($130 overcharged)
small boxes: charged for 50, only 36 used ($42 overcharged)
tape: charged for 20, only 8 were used. 12 were returned the day of the move after the packers left them at my house on my kitchen island ($24 overcharged)
dish packs: charged for 11, 0 were used ($132 overcharged)
materials overcharges due refund: $328
I also have the following damages:
$40.65 replace broken tea kettle
$250 labor and materials to repair damaged flooring and walls
$53.97 to color correct damaged grass for real estate listing photos (two witnesses that the movers set a canvas bag there for several hours and was assessed by a turf specialist confirmed damaged in this way)
$312.12 to repair lawn (professional estimate by turf specialist approved by the HOA)
$436.26 to replace damaged dining room furniture
$1093 in physical damages
total refund due: $1,421
Regards,
*******************Business Response
Date: 05/29/2024
I have received a picture of the lawn. Absolutely ridiculous to claim a tool bag left the mark. This customer hired us to do everything she did not get finished before we arrived and did not like the bill. I have received a picture of a couple boxes that were inefficiently packed. I have not received any information on the rest of the items being claimed.(pictures, receipts, proof that any of the damage to the furniture or house exists)These are made up claims. The customer insurance was .60 cents per pound, and I do have a signed bill of lading. I am not sure why the BBB has to in the middle of this situation. I would have happily worked with ************** to come to a reasonable agreement. I believe she is using the BBB to try and leverage more out of my company by attacking our reputation. All of that said, I do not want any of my customers to have ill will toward my company. We work and have worked very hard over the last 18 years to build a strong, honest, and reputable business. I am offering a thousand dollars. This offer is based on good will. Thank you for your time.
**** Craft
Customer Answer
Date: 05/31/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that the offered settlement amount is satisfactory to me.
I reserve the right to reopen my complaint if the refund is not provided in a timely manner.
Regards,
*******************
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