Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  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.

  I hired this company for a standard move, which resulted in my brand newly constructed home to have damages in the drywall, steps, ceiling, the furniture, and mattress. I simply wanted the walls repainted, the hole repaired, and the damaged ceiling and trim fixed. At best a few hundred dollars, Lindsay then told me that damages aren't covered and that they pay $.60per pound of furniture damaged. Well, that totaled $860 and she quickly said it doesn't work like that. I do not recommend.

  Business Response

  Date: 01/02/2025

  On 12/23/24, Ms. W***** reported wall damage. We promptly sent her a damage claim form via email and requested photos of the damage. While she provided photos of the wall damage, she did not complete the claim form. A few days later, she also reported damage to a step.
  I explained to Ms. W***** that damage coverage typically excludes walls and flooring. However, I asked her to provide a photo of the damaged step so that I could process the claim and arrange for repairs. Despite sending multiple follow-up emails—some of which were in response to her argumentative and rude messages—Ms. W***** did not comply with the request for photos of the step. Instead, she continued to issue threats about taking further action. Additional furniture damages were not mentioned until this point.
  Our confirmation email clearly states that wall and floor damage are not covered. Nonetheless, we went beyond the standard coverage by offering to process her claim and facilitate repairs to both the wall and the step, understanding the stress caused by damages during a move.
  It remains unclear why Ms. W***** declined our offer to address the damages and instead initiated a chargeback. As she has disputed all charges and services, we are unable to offer further resolution at this time.
  
  

• Initial Complaint

  Date:07/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore 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.

  Transaction on June 26, 2024.
  Paid this company to go to a 1 bedroom apartment to move the following items:
  1 TV console
  2 nightstands
  2 storage cubes
  1 cardboard/cushioned storage ottoman
  1 L-shaped Desk
  1 partial board storage shelf
  1 desk chair
  1 breakfast table with 4 chairs
  2 lamps
  
  The move is right at 4miles and is a 10minutr drive.
  
  The movers started by knocking at the door, introducing themselves, followed by “no pressure but we accept tips via cash or cash app”.
  Next, the gentlemen began moving the said items out of the apartment unit.
  They did not wrap ANY of the furniture besides the particle board storage shelf and the cardboard/cushioned storage ottoman.
  
  Next..
  
  The movers were following my spouse’s vehicle to the next location that is 4 miles away but instead took a detour. So, a 4 mile drive took them 26 minutes.
  
  I contacted the company to figure out where they were and ultimately ended up hanging up the phone because they were of no immediate help.
  
  Next, the movers arrive. There are two of them and both took 6-8 minute breaks in my bathroom separately.
  
  I receive a callback from another individual who told me “we allow our employees to take breaks and it looks like they stopped at the convenience store on their way”. Wild to say considering they drank ice water provided by me when they arrived.
  1) Why did they not get refreshments before starting this 2 hour job?
  2) Why did they not use the restroom at said convenience store instead of using MINE?
  
  Next, furniture has arrived and not one piece (besides the 2 lamps) have been damaged. The desk is completely broken and was not wrapped and protected. A console is chipped up by the 2 cube storage pieces, the breakfast table is scratched up, the chairs to the breakfast table are now unstable.
  
  The only two items that could have gone unprotected in this move are the ones the movers wrapped up with plastic wrap. ALL other furniture was not protected.
  
  Broken: desk, 2/4 table chairs, door frame

  Business Response

  Date: 07/16/2024

  Ms. B****** engaged Soda City Movers for a move scheduled on July 15th. Upon the movers departure at the loading destination, she called, expressing frustration that the movers did not follow directly behind her husband. During this call, she abruptly ended the conversation with our customer service representative. I contacted her again upon the movers' arrival and addressed her concerns about the mention of gratuity by the movers at the start of the move, acknowledging that this was not standard practice. She also reiterated her displeasure about the time it took for the movers to reach the delivery location. I explained our policy regarding breaks and assured her that any break time was deducted from the total move time, unless it fell below the contracted minimum of two hours. She hung up on me.
  
  After the move, Ms. B****** contacted us again to report damage to her desk and office door frame. I apologized and offered to send our regulated damage claim form for her to detail the damages, but she insisted on an immediate resolution on the same day, which was beyond our control. She expressed dissatisfaction with this and threatened to initiate a chargeback for the moving costs, Again, hanging up on me. At this point it was clear that she was more interested in a refund than in resolving the damages. Subsequently, she followed through with the chargeback and during our conversation at that time, her language and demeanor were confrontational and disrespectful. (would be happy to provide the phone conversations if necessary) I informed her that further resolution options would have to wait until the chargeback process concluded. After addressing her language and demeanor toward myself and staff, Ms. B****** apologized for her behavior and thanked us for handling this with professionalism. However, it is clear that despite offering to address the damages through our claim process, and offering to give Ms. B****** the opportunity to cancel the charge back and address the damages, she has remained unsatisfied with any resolution offered.
  
  Regarding the reported damage to her desk and office door frame, it's important to note that our policy typically excludes damages to property, but we still offered to process her claim. Ms. B****** has not updated us on any actions regarding the chargeback since our last conversation. 

  Customer Answer

  Date: 07/21/2024

  Soda City Movers did not provide me with a claim form. I fact I was told that because I hung up the phone is why it was not sent over. 
  I asked for it to be sent the second time.

  I still did not receive a claim form.

  I very specifically told them that I do not want anything for free, I just wanted the company to do right. 
  

  I was told previous to move date that my furniture would all be wrapped. Only 2 pieces were wrapped. This is why all furniture has damages. 
  

  I did in fact apologize to the woman in attempt to try another angle of discussion as she was worthless in the department of “help”. She was incredibly defensive that I told her I would contact the bank. I did so because she had no resolution to the foul behaviors of the movers and damages. 
  

  she acted on feelings instead of professionalism. I’ve never heard of a professional promising to send a document via email then claiming they didn’t because the dissatisfied customer hung up when there was nothing left to discuss. 
  

  I don’t know what kind of formal goodbye this woman is looking for, but there was nothing further to discuss. 
  

  This company has refused to fix all that was broken upon move, no addressing the fact that the movers HELPED THEMSELVES to my restrooms, and took a 20 minute detour for a break after 40 minutes worth of work, then took another couple of breaks IN MY HOME. They used my restrooms and drank my refreshments, yet the company is claiming they stopped at a convenience store to do all of this.
  

  Furthermore, this individual is wording things as if she was cussed out. That never happened. No name calling, we are all adults and it’s ridiculous that a few four letter words sprinkled into a conversation offended her so greatly.

  Also, the movers had someone else sign off on the form before leaving. Everything was in my name. This individual in response said that ANYONE over the age of 18 could sign on my behalf. Why would anyone need to sign on my behalf when the 2 movers were in the same standing room writhing 2-4 feet of me? I asked her if that means any stranger over 18 could sign on my behalf?

  I have the signed document in my possession as it was left behind. Nobody may sign on my behalf as I am an able bodied and mind adult.  

  Business Response

  Date: 07/22/2024

  We extensively discussed Ms. B******'s moving experience and the reported damages that occurred. We apologized and offered to send her the necessary damage claim form to process her claim, as is standard procedure for handling move-related damages. it does not seem that Ms. B****** has a desire for us to address these damages. If she had wished to do so during our initial discussion, she would have been willing to engage in the claims process. Instead, she chose to initiate a chargeback. If Ms. B****** believes that using strong language and threats to achieve her desired outcome is professional and appropriate, we respectfully differ in our views on effective communication.(Once again, I'd be happy to provide the calls of all communication with the customer). We emailed the damage claim form to Ms. B****** on 7/15 at 3:46 P.M., but it has not been completed or submitted as of now. Consequently, apart from responding to the chargeback, there is currently no further resolution to pursue. Ms. B****** had added her husband as an authorized representative on the account prior to the move, which is why he signed.

  Customer Answer

  Date: 07/22/2024

  I am rejecting this response because:

  There was never any threat to the business, that is a bold lie.

  I am not married and never have been.

  There has also not been any email sent to me for the claim. Soda City Movers has my blessing to provide the phone recordings as everything I’ve said stands true including the fact that “she” mentioned she’d not sent the claims form because I hung up the phone. 
  

  All non-truths by the company.

  Sincerely,
  Brittany B******