Soft Touch Moving Completely unprofessional! Bloomington, Indiana
I scheduled my move in January for July. They told me that they could be there at 1pm.
I assumed since I had made the appointment back in January that I would be
first on their list for 1pm. They called the day before and said that it would
be a 1-3pm range, which was fine; I just assumed that meant that if they were
held up elsewhere, they'd have the range to cover themselves. At 3pm, they
still hadn't showed up or called. Then, someone called and said that they had a
driver and they would be there within the next thirty minutes. Thirty minutes
came and went and no one came. I tried to call their office, but it went to
their answering service because it technically wasn't "business
hours." I left countless fruitless messages that were never answered. When
it was 5pm, I decided to go down to their office to see what was going on. On
the way there, I finally reached someone in the office and they said they would
send a crew my way immediately. When they finally showed up, their truck had a
door that wouldn't latch all the way--that's safe. Their two workers came into
my house and said, "All of this goes? Jesus, there's a lot of stuff."
Really professional. Then they were in our kitchen and said, "Jesus, this
is going to take forever. Did you see all those stairs? I'm not running up them
either." They moved at a snail's pace and took three hours to pack our
small two bedroom apartment (they had said it would take three hours TOTAL, not
one way). So, here we are at 9pm, just now moving things to our new
apartment. We then heard them talking on the phone and saying they'd be at our
place until 1am. Um, no. So, we had to unload the entire truck at our new place
just so they'd be out before midnight. They also told us that multiple pieces
of furniture wouldn't fit up our stairs just so they wouldn't have to carry
them up there. We easily carried each piece up the next day. The one guy had
bloodshot eyes and smelled like pot. I will never use this company again, and I
suggest you don't either.
1 Updates & Rebuttals
Soft Touch Moving & Storage
Bloomington,Indiana,
USA
Company Response
#2REBUTTAL Owner of company
Fri, August 12, 2011
Our first response to this compliant is that the customer did not allow us to resolve any concerns before she contacted this site. We are prepared to work with the customer on a resolution, but were not given the opportunity. The customers move was performed on Saturday July 30,2011; however, we were not contacted until several days later with her concerns. When the customer did call the office with her complaint we explained our written claims process, which she chose not to follow.
Regarding her arrival time, when a move is scheduled it is company policy that we give a window of time that creates some flexibility when our movers arrive at each site. Throughout the month of August, which is our highest volume time period, we often schedule several hours long arrival windows. Unfortunately, on this customers move day, we were running significantly behind. The customer was contacted and notified of our late arrival.
While the customer was given a phone estimate, no onsite visit to her apartment was requested by the customer. All customers are informed that a phone estimate is simply a good faith estimate and that
packing, loading and unloading times will vary if an inaccurate description of items was described by the customer during the phone estimate. We make it clear that we cannot be held to a time estimate because we have not seen what we are packing and moving. A customer has the freedom to dismiss the movers and pay for the time used at any point throughout the move if they feel it is taking too long for their budget or if they are dissatisfied for any reason.
It is important to note that all of the customers items were moved and no damage was reported. The
customer did not pay for any of the services rendered and stopped payment on her check to Soft Touch Moving. Indiana Tariff Law states that a claim cannot be processed unless the customer pays for services rendered.
We are prepared to work with this customer to reach a resolution and have informed the customer again about the claims process.