Complaints

This profile includes complaints for SouthSide Moving and Storage's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  SouthSide Moving and Storage

  1180 Lance Rd Norfolk, VA 23502-2405

• 

  SouthSide Moving and Storage

  8014 Midlothian Turnpike N Chesterfld, VA 23235

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:08/01/2023

  Type:Customer Service 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.

  Wish I could give less than 1 star. Worst experience that I've ever had. Do yourself a favor and call anyone but Southside Moving and Storage. They damaged also every piece of furniture that they moved and they overcharged me. This is all due to one of the workers that did nothing but sit down the entire time and made my time go over estimate. When I reached out to them to let them know of my poor experience, the only response I got back was an email that said "fill out this form". The form contained some nonsense about only covering *****/lbs of my damaged property. I replied to the email demanded a phone call, which I got a few days later, from a gentleman that informed me that they had to let go the employee I was referring too due to other complaints/issues, and then assured me they would be taking care of the damages. Weeks went by, I followed up with an email, and again, the only response was a fabricated list that not only was fabricated weights, but did not have nearly half of the items I listed as damaged. They offered me just shy of **** to cover the damage to THOUSANDS of dollars worth of my damaged property and on top of being overcharged for their services to begin with. I repeat, CALL ANYONE ELSE, ANYONE, EXCEPT THIS COMPANY!!!

  Business Response

  Date: 08/07/2023

  Mr. ******* signed our contract on move day. The following excerpts are included in the contract and applied to his move. 

  All items that are moving need to be properly prepared. Boxes should be taped up, appliances should be disconnected and emptied, and all loose items should be packed. Any item small is small enough to fit in a box it should go in a box. Loose items may not get moved

  Unpacked or improperly packed glass, laminate, veneer or ceramics, including picture frames and paintings; Uncrated marble, stone, or granite; Unpacked or improperly packed televisions, stereos, gaming consoles or other electronics; Any box not professionally packed by Company. We did not pack this customer, therefore we are not liable for broken glass of any type. This was applied as desribed below:

  Décor Plate                                         5 lbs.                                                                            Denied

   

  The Company’s maximum liability for loss and/or damage to Goods caused by its own negligence, and subject to the exceptions set forth in paragraph 2 and 3 above, shall be (*****) ***** *****, PER POUND, PER ARTICLE, up to a maximum of (******* ***** ******* PER ARTICLE and a $**** total max liability per move. All coverage is subject to a $*** deductible, to be applied to any settlement, paid by Shipper.

   

  For damages, the weights used were general estimates for the item that was submitted. However, since they are being disputed, we are willing to use the maximum amount allowed per item as described below:

  Day Bed Scratches                                                                                            ******
  Dresser                                                                                                              ******
  Desk Scratches                                                                                                 ******           

  The Shipper acknowledges that he/she has previously received a copy of this document, has had an opportunity to read it and understands its content. Shipper, or an authorized representative, must be present at all times during the move, working with the movers to insure the move is done to satisfaction. Shipper agrees to notify Southside Moving and Storage (“Company”) of any problems, difficulties, concerns, or questions which may arise during the performance of the services; so that the Company may be afforded the opportunity to correct any problems as they occur. Shipper will forfeit their right to any future consideration for such problems if they leave the job site or fail to provide notice to the Company while the job is in progress. Shipper may also request the crew leader to contact their manager at any time should you wish to speak to one.

  We previously offered to waive the deductible, which would make the total damage settlement **** at the updated values per item. 

  Mr ******* did not notify the company that any issues were happening during the move when we could have replaced his mover with someone else, or sent a manager to supervise. However, as a courtesy, we are willing to offer an additional **** in compensation for his dissatisfaction, making our total settlement offer ****.00. 

   

  Business Response

  Date: 08/15/2023

  Mr ******* received his estimate in writing on 06/02. He signed the estimate, which clearly outlines the valuation in case of damages, on 06/06 at 628am, as show in the attached estimate. When Mr. ******* received his estimate, and again when he scheduled his move, he was sent a link to our terms and conditions in their entirety, which is also attached. He was made aware of our policies well in advance of his move, and signed our estimate that confirmed he received his copy and agreed. We are willing to offer the previously stated amount of **** for the damages. In addition, although there is no way of knowing what was verbally said to him while he signed a contract, we are willing to also refund the difference of his total move bill and his estimated cost. The total amount of the settlment we are offering is ****, **** for the damages and **** that was billed over his estimated move cost. We believe this is more than fair, as he did sign for the service times on the move day, and all terms and conditions prior to the move day. 

  Customer Answer

  Date: 08/16/2023

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

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:10/05/2022

  Type:Customer Service 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.

  On June 22, 2022 I utilized this company to move my furniture from my home to my storage. They performed a terrible job, which I reported to the manager, **** ******** on June 27, 2022. I explained to Mr. ******* that my storage was improperly packed, my items were not wrapped as I paid for, and I believed at the time the some of my items were damaged based off how the items were shoved into the storage unit by the movers. On August 25, 2022 (After hiring another professional moving company to remove my items from storage) I discovered my 65 inch television was damaged ( internal cracked screen) from the Southside Movers placing weight bearing items on top of my television that was securely packed inside a box. Before Any and All ******* ****** ******** removed my items from storage, they made a note and brought to my attention the top right side of my television box that was slightly crushed and torn. I spoke to Mr. ******* on August 30, 2022 and advised him of the damage to my television, in addition, I filed an online claim the same day. It has been over 30 days, and Mr. ******* refuses to return any of my calls, he is not responding to my emails, and I have not received any follow-up from my claim. I am requesting my television be replaced or the company provides me reimbursement in the amount of ******* (cost of the television I purchased on 11/11/2021).

  Business Response

  Date: 11/30/2022

  Business Response /* (1000, 8, 2022/10/14) */ We moved Ms. ***** into her own personal self storage unit on 6/22/22. The claim denial letter was emailed to the customer explaining the company's terms and conditions, and the selected insurance for her move. The Terms and Conditions on the Bill of Lading signed by the customer on 6/22/22 reads: "The Company's limit of liability for damage to property other than that which is being moved shall be equal to an amount no greater than the insurance coverage the Company carries, less a ******* deductible which the Shipper shall be responsible for. It is recommended that the Shipper purchase insurance, either through the Company or a third party, to protect against loss or damage to articles and property being moved ("Goods"). The Company's maximum liability for loss and/or damage to Goods caused by its own negligence, and subject to the exceptions set forth in paragraph 2 and 3 above, shall be *******, PER POUND, PER ARTICLE, up to a maximum of ******** ******* PER ARTICLE and a ***** total max liability per move. All coverage is subject to a **** deductible, to be applied to any settlement, paid by Shipper." The company's terms and conditions that were signed for also state that the customer has 30 days from the date of services to file a claim for damages, we did not receive her damage claim until 8/30/22. (over 60 days) Terms and conditions also state that The Shipper gives consent and releases the Company from all liability for Unpacked or improperly packed televisions. Finally once we placed her items into storage we no longer had access to the unit. The customer had another vendor move her out of the unit before the damage claim was filed, therefor we can not accept liability for these damages. Consumer Response /* (3000, 10, 2022/10/20) */ (The consumer indicated he/she DID NOT accept the response from the ********.) I am very unsatisfied. This moving company performed services that were unsatisfactory. This moving company provided substandard service and mishandled my personal property. They damaged my property and now refuse to take responsibility. I followed their claim process, and they sent me a generic response denying my claim. I have sent several emails to the Operations Manager, **** ******* and he as ignored all my emails and phone calls. I would like a partial refund in the amount of ******** I trusted this company with my personal property. They are licensed and bonded and they should take responsibility for damaging my personal property. After researching, I have located several reviews with others who experienced the same issues. Something needs to be done to protect consumers like me from this ******** and their unsavory practices. They have no moral or ethical standards and have no concern for their customers and or their customers' property.