SouthSide Moving and Storage

We sent this customer a claim formWe did not receive a response according to our filesIf he would submit the claim to [redacted] she will settle his claim as the contract allows

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The company has indicated that they are "unable to validate as being done by our company" The company representatives COULD have determined the machine was in proper working order before they disassembled it They chose not to Parts that were directly related to the pieces that were disassembled during the move were missing upon inspection by the repair company, and it was noted on the receipt provided that those parts were missing and the machine was improperly reassembled The fact that Southside Moving and Storage reassembled the machine is not disputed Additionally, as the company states, I signed the papers saying the items were received in APPARENT good condition APPARENT being the operative wordAPPARENT is not ACTUAL, and while the machine APPEARED to be in good condition, there was no way for me to know that there were parts missing and that it was not assembled properly until I later attempted to use the machine for its intended purposeAdditionally, the response indicates that I did not reach out to Deanna S*** or any other manager to have this settled First, Deanna's 9/6/email clearly stated that Jason was to be my contact from that point forward Additionally, on numerous occasions, I contacted the company to provide a contact above Deanna to speak with and have been denied any information until just two days ago, when I was finally given an email address that I was told was for one of the owners ([email protected]) I have written to Joe and am awaiting his reply
The offer of $is less than half of what I paid for the coverage I did not receive, and is not acceptable
Regards,
*** ***

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.First, in regards to the statement of "any issues that arise during a move, we request the customer to contact our office [...] Mr*** did not contact our office" is an outright lie I called no less than times - a number that I honestly wish I could say I was exaggerating about I called separate phone numbers that I found - from their website, the side of their truck, an additional number one of the movers gave me - repeatedly over the course of hours, from PM to PM Each number I called at least times This does not include the calls my wife tried to make as well I couldn't even get a voice mail system to leave a message until after PM, which I left a message I additionally emailed the only contact email we had (Lynette) at 5:PM on 7/asking for an immediate callback, after having been dialing and listening to ringing (again, with no voice mail available) for several hours I never received a call back or any email responseMike, the head mover, also tried contacting Southside Moving, and their own employee could not reach their own company for additional supportI then tried calling Sunday, and was only able to get an on-call worker (where was he the day before?), who told me to call back and speak to Carolyn on MondayMy attempts at contacting a company that still had employees in the field but no support fell on deaf ears, and I will not tolerate people or companies that outright lie to cover up their mistakesIn regards to the statement of "Mr*** has noted with his signature on the various pages that he understood the balance of the move would be charged to his card at the end of the move" - the movers would not leave without me signing documentation After an exhausting hours in which we paid Southside to perform a service they were inadequately equipped to perform, and in which we had to do several hours of their job ourselves - I wanted them gone, and I had no other option Mike told me that he would attempt to get a further discount on our behalf, because, in his words, it was "the worst move we've ever done." Were it an option to not sign anything, and if it was it not already 12:AM with no bed to sleep in at that point - I certainly would not have signed anythingIn regards to the statement of "Mr*** has acknowledged on our bill of lading that his move was completed and all items were placed in their proper room" - this is a complete forgery I never initialed the third space on the right side, and I have the copy to prove it, and will be happy to scan it in and provide it upon request Yet another example of Southside lying to their customers to protect themselvesIn regards to the statement of "There is no indication on any of the paperwork that items were not reassembled" - there is no location on Southside's paperwork to provide this information, or I surely would haveIn regards to the billing adjustment - listen, it's not about the money here It's about the pure morality of the event If Southside doesn't want to provide further "accommodation" (that term is so incredibly passive-aggressive that I can barely stand it) - then fine But to tell me they only charge $per each mover (really? I would have hired movers to do the job were that the case), and to not even meet in the middle somewhere is a completely unacceptable business practice - swindling and bait-and-switch I wouldn't even be asking for any sort of billing adjustment had Southside done their job by performing a walkthrough in the first place and had adequate staff to do the job I do not accept that there is zero additional billing adjustmentIn regards to the claim form - days is a nice way of saying "we hope our customers forget about it, and we'll just deny it after they've moved on." I will be contacting southside on December 4, if I do not hear back from them by thenIn regards to the apology and the statement reading "he also did not follow the contractual obligations" without any statement of what these obligations are that I somehow violated - I decline their response, their passive-aggressiveness, and their inability to admit they did something wrong, without any sort of declaration of what I might have done wrongIn regards to the statement of "We acknowledge that our customer service has not been to our company standards In response to this, we have hired additional staff in our Richmond office" - that's not my problem, nor the reason for the response to this complaint at all Why this statement was even necessary is beyond my understandingI do not accept the response from Southside
Regards,
*** ***

We are in receipt of the response from the customer
complaint alleged by *** *** concerning this move o n7/16/16.In response to your inquiry of our policy for handling
issues during the move, the movers are instructed to contact their operations
manager and advise them the status of the moveThe Richmond operation manager
was contacted on 7/16/She advised Michael that we did not have any additional
labor to send to help on this moveIt appears that ** *** was not aware that
our office was contactedWe did send additional labor on 7/18/to move his
piano.At this point, our company has given ** *** billing
adjustments and free labor hours (hours on 7/16/16- $390) totaling $1,
We will be contacting him in the near future to discuss his claimAll I can do
is apologize for the move and inconvenience this has caused ** ***.Response to Complaint:** ***, as you know, this is a he said/she said issue with
most of the issueI have found the following information to add to this
complaint: The Richmond office
operations manager received a phone call from Michael on the day of this job
concerning the moveOne of the movers quit during the move and Michael
requested additional assistanceWe did not have any additional movers to send
to assist Michael on this job.The operations manager made arrangements with ** *** to
deliver his piano on Monday, July 18thWe send three men out to
deliver the piano on this dayWe did not charge ** *** and labor or time to
deliver the piano on this date.It is my understanding that our movers did work hours on
July 16thOur paperwork shows that the move ended at pmI was
not aware that our movers “stopped the clock” and worked for ** *** an additional
hours without charging the customer.I had the Richmond office scan me a copy of the paperwork
** *** is correct that he did not sign the Bill of Landing stating that all
items were placed properly in each roomI believe that ** *** and our movers
were extremely tired after the move that dayHowever, we did send a new crew
out on Mondays that would have assembled any items and set in place items that
** *** requiredIt is my understanding the crew did not receive those
requests.** *** did not request an on-site estimateAn accurate
on-site estimate would not have been provided as *** *** was moving from a
storage facility and we could not accurately see all of the items he was
moving.I understand that ** *** is frustrated with this moveWe are
in receipt of his claim and according to the Code of Virginia, Section 21,
Title 46.2, we are to settle the claim within days

We received a damage claim from Ms[redacted] on 07/15/It was explained that we have days to acknowledge receipt of the claim, which was done
"margin: 0px;">The interstate guidelines regarding claims allow us to up six months to settle a claimWe have attached the denial letter that she was sent, which clearly outlines the reasons for the denial Ms[redacted] emailed repeatedly over the next few days to Deanna S[redacted], who thoroughly explained the process while Ms[redacted] continued to argue the validity of itShe signed multiple documents stating that she understood the inventory process, signed the inventories at the load and again at the offload, stating that they were complete, accurate and that all items were received in apparent good condition She has consistently asked us to disregard interstate guidelines, contracts and multiple signatures of hers in an attempt to collect money for damage that we are unable to even validate as being done by our company Deanna S[redacted] offered to consider a customer service settlement once she knew the price of the repairMs[redacted] agreed to that, had the repair completed, and sent the billJason has been out of the office since the end of September, and Ms[redacted] did not reach out to Deanna S[redacted] or any other manager to have this settled However, we are willing at this point to offer her roughly half of the cost of the repair, or $to settle this claim and this complaint with the Revdex.comIf she would like to accept this settlement, we will send her a form to sign and issue the check within days from the date the form was returned

We are in receipt of this complaint alleged by [redacted]
concerning this move on 7/16/16.Response to Complaint:All of our local quotes are performed on an hourly basis. **
[redacted] move was estimated at 5 hours. [redacted] was advised that the quoted time
was an estimate, and if his move took...

longer to complaint, he would be charged
for the additional time.  While we acknowledge
that one of the moves quit during the move, we also provided additional labor
of a separate three man crew to assist in completing the move. Additionally, we
have in our documents that any issues that arise during a move, we request the
customer to contact our office so we can address them while the movers are on
location. [redacted] did not contact our office.Our company is a cash on delivery company. [redacted] has
noted with his signature on the various pages that he understood the balance of
the move would be charged to his card at the end of the move.[redacted] has acknowledged on our bill of lading that his move
was completed and all items were placed in their proper room. There is no
indication on any of the paperwork that items were not reassembled.Desired Settlement from customer:Billing adjustment: [redacted] was quotes a rate of 3 men at
$130.00 per hour, with a travel/truck charge of $130.00. [redacted] claims the
move took 15 hours to complete.We charged [redacted] for 12 hours plus the travel time. We
have already provided him with a billing accommodation.We billed [redacted] for a total of 12 hours at the three-man
rate of $130 per hour. Our billing rate for two guys during that time was
$120.00 per hour.2 guys @ 12 hours at $120/hour $1,4403 guys @ 2 hours at $130/hour $390Travel charge$130Total amount for the move $1,960Amount we charged to move $1,690Accommodation $270Therefore, ther efund amount of $565.00 requested by [redacted]
will not be refunded. We did not charge for the mover who quit during the move
and also provided an accommodation for [redacted].Claim Form:Pursuant to our operating authority under Chapter 21, title
46.2 of the Code of Virginia, the following requirements are being followed
concerning claims:We are to write on the claim the date we receive it. We
received the claim on July 28, 2016We are to send to [redacted], within 30 days, a written
acknowledgement of the claim.We have 120 days to respond to the claim. We are still
within our statute of limitation period for this claim. We are currently investigating
this claim. We will then send a written notification to [redacted] of our decision
concerning this claim.Apology letter from President: [redacted] has not given us a
chance to respond to any of his complaints prior to posting negative reviews
and sending in the complaint to or office. While we understand that [redacted] was
not happy with the services provided on 7/16/16, he also did not follow the
contractual obligations stated in the moving documents. We will determine at the
end of our investigation if we feel this letter is warranted. However, at this
time, we will not be sending a letter.We acknowledge that our customer service has not been to our
company standards/ in response to this, we have hired additional staff in our
Richmond office who are responsible for answering customer service and
complaint calls. We are confident our new employee will be able to assist our
customers with any issues so that future customers do not feel like [redacted] when
contracting our office.Please let me know if you have any questions concerning this
customer’s complaint.

We sent this customer a claim form. We did not receive a response according to our files. If he would submit the claim to [redacted] she will settle his claim as the contract allows.

Response to Complaint:In response to the fish
tank, we spoke with Mr. [redacted] on 7/26/16 to let him know that the fish tank
crate was not included with his moving truck. 
We told him we would have someone with the crate at his home on 7/27/16
to crate the fish tank so we could move it...

to his new home.  This is the gentleman who showed up in his
own pick-up truck on 7/27/16.  We had our moving truck
remain in the area and stay in a hotel the night of 7/26/16.  We were waiting on communication from Mr.
[redacted] as to when he was available for our company to meet him at his home to
continue moving the fish tank and remaining items. When we spoke to Mr. [redacted]
on 7/27/16, he stated he had already rented a U-Haul and was no longer in need
of our services.  He declined any
additional services.  Response to desired settlement:We would like to make a
settlement offer for a credit in the amount of [redacted] to cover the additional
expenses Mr. [redacted] incurred in having to rent a [redacted] to complete his
mover.  We would need him to sign a
waiver upon acceptance of this credit. Please let me know if Mr.
[redacted] accepts the customer accommodation credit of [redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.This message was addressed to a Ms. [redacted], not to myself, and seems to address points of discussion between these two parties.  The letter provided does not provide any resolution.
That said, I am aware that Mike contacted the company.  What I was told by him was that "there's another truck on the way."  A little while later, this became "they are delayed."  Ultimately, no one ever showed up.
In regards to the crew sent out Monday - no one had ever contacted me regarding the fact that they would be showing up at all.  Thankfully, I took the day off work because we had insulation installed in our attic and external property.  Southside's staff has never directly contacted me once post-move, and if I had not been home, I wonder if I'd even have my piano.  One mover (read: not staff or management) contacted me later in the day after their first attempt to deliver the piano and couldn't get access due to the insulation trucks saying it would have to be the following day.  I had to pick up the phone and call Carolyn to make any headway at all.  It may have taken 3 hours altogether with people randomly showing up from Southside and dealing with phone calls for that additional time and maybe also factoring in drive time; however, the actual move of the piano took just over 1 hour.  The movers showed up just before noon and left at 1 PM.
In regards to "Mr. [redacted] did not request an on-site estimate," we didn't even know this was an option.  How would we?  We're not professional movers.  After our move, upon talking to others who have used movers in the past, everyone we spoke to said that was simply "part of the package," not an optional thing or something we would have specifically needed to request.
Regards,
[redacted]

Review: Hired this co to move us from Richmond to Isle of White, VA. Showed up 2 hrs later than expected time without the crate that would transport our fish tank( already disscused with the co about the importance of time and transporting the tank to the house the same day due to fish and corals having a limited shelf life). No crate, no one knew anything about anything. Called the manager on several occasions and she never called back to give us an answer on what are we going to do with the fish tank. Movers packed the house however couldn't fit everything we had. Called and spoke to the general manager about the crate for the tank and that the movers were not able to take everything. We were told another truck will come the next day with a crate and will also remove everything else left over. Got to the house to find out that the truck that was supposed to be delivered to the house went to a storage facility and will only be delivered the following day. After an hour long conversation with the general manager the movers came back and delivered all boxes in the garage without putting the furniture together ( assembling get beds, table etc) like the contract stated. Following day, a small pick up truck shows up that did not fit anything else but the tank. So we had to spend more money and rent a [redacted] to trap sort the rest of our belongings. When we called and asked to speak with a manager we were told we will be called back. That never happened. I can't imagine this being a good business practice. We are tired, frustrated and we took off from work extra days as we had not anticipated to take this long. I would appreciate it if someone would at least look into this so called business. Thank you.Desired Settlement: Just wanted to make sure this never happens to anyone else because this was miserable.

Business

Response:

Response to Review:In response to the fish

tank, we spoke with Mr. [redacted] on 7/26/16 to let him know that the fish tank

crate was not included with his moving truck.

We told him we would have someone with the crate at his home on 7/27/16

to crate the fish tank so we could move it to his new home. This is the gentleman who showed up in his

own pick-up truck on 7/27/16. We had our moving truck

remain in the area and stay in a hotel the night of 7/26/16. We were waiting on communication from Mr.

[redacted] as to when he was available for our company to meet him at his home to

continue moving the fish tank and remaining items. When we spoke to Mr. [redacted]

on 7/27/16, he stated he had already rented a U-Haul and was no longer in need

of our services. He declined any

additional services. Response to desired settlement:We would like to make a

settlement offer for a credit in the amount of [redacted] to cover the additional

expenses Mr. [redacted] incurred in having to rent a [redacted] to complete his

mover. We would need him to sign a

waiver upon acceptance of this credit. Please let me know if Mr.

[redacted] accepts the customer accommodation credit of [redacted]

Review: My wife and I hired Southside to move our 2 bedroom apartment and a storage unit to our new house on July 16, 2016, booked a month in advance. We were quoted 5 hours with 3 movers at $780. The move took 15 hours. One of the movers (younger Terrance) quit halfway through the move (the others - Mike and the older Terrance - were both exceptional). Mike requested additional help but no one at their company could be reached. My wife, her sister, and I had to perform a large chunk of the unloading (for several hours). Additionally, my grandmother's 100+ year old piano couldn't be moved in due to the loss of a worker. It sat on a truck in 100+ degree heat and high humidity for 2 days prior to delivery. We were presented with a bill for $1690, which was immediately charged to our credit card.

The movers told us a walk-through should have been performed prior to the move. After speaking to Carolyn (my contact there), we were told this doesn't happen for every move (which is unacceptable). Additionally, she said she would make sure a compromise could be reached on pricing before we were billed (didn’t happen). On another call, I was told “it was not in her power” to make billing changes.

It was their job to safely move all furniture, reassemble any disassembled furniture. Over a week later, we're still reassembling pieces that were not reassembled. We also have quite a few pieces of furniture that were damaged in the move. It took Southside nearly a week to even send over a claims form. Contacting their company is a result in futility - emails are not responded to, phone calls make you feel cared for but nothing on their end is ever done, and they will never return a call.

In short: we are getting billed over double the quoted price for a poor moving job which was improperly estimated and didn't have the appropriate staffing, resulting in damaged and unassembled furniture, us having to do the work we were paying them for, and a loss of 10 hours of our lives.Desired Settlement: There are three resolutions we would like to see:

1. Billing Adjustment/Refund: While the third mover quit (younger Terrance), he stayed on for the rest of the move. However, he was slow, in the way of others, and the one responsible for not assembling furniture and scratched, damaged, and dropped furniture. I do not believe we should be billed for his work. I would like a refund of $565 (1/3 the cost) for the time and effort this mover has caused us.

2. Finish the job: We have a claims form, but, from reading other reviews about this business, it seems they take months to fulfill, if ever fulfilled at all. I would like to see this expedited and completed within 2 weeks.

3. Apology: This company has cost me undue amounts of stress and multiple hours of work (I bill at $55/hr.) in getting them to do what they said they would do (phone calls, emails, etc.). I would like a personal apology letter from the president of this company.

Business

Response:

We are in receipt of this complaint alleged by [redacted]

concerning this move on 7/16/16.Response to Review:All of our local quotes are performed on an hourly basis. **

[redacted] move was estimated at 5 hours. [redacted] was advised that the quoted time

was an estimate, and if his move took longer to complaint, he would be charged

for the additional time. While we acknowledge

that one of the moves quit during the move, we also provided additional labor

of a separate three man crew to assist in completing the move. Additionally, we

have in our documents that any issues that arise during a move, we request the

customer to contact our office so we can address them while the movers are on

location. [redacted] did not contact our office.Our company is a cash on delivery company. [redacted] has

noted with his signature on the various pages that he understood the balance of

the move would be charged to his card at the end of the move.[redacted] has acknowledged on our bill of lading that his move

was completed and all items were placed in their proper room. There is no

indication on any of the paperwork that items were not reassembled.Desired Settlement from customer:Billing adjustment: [redacted] was quotes a rate of 3 men at

$130.00 per hour, with a travel/truck charge of $130.00. [redacted] claims the

move took 15 hours to complete.We charged [redacted] for 12 hours plus the travel time. We

have already provided him with a billing accommodation.We billed [redacted] for a total of 12 hours at the three-man

rate of $130 per hour. Our billing rate for two guys during that time was

$120.00 per hour.2 guys @ 12 hours at $120/hour $1,4403 guys @ 2 hours at $130/hour $390Travel charge$130Total amount for the move $1,960Amount we charged to move $1,690Accommodation $270Therefore, ther efund amount of $565.00 requested by [redacted]

will not be refunded. We did not charge for the mover who quit during the move

and also provided an accommodation for [redacted].Claim Form:Pursuant to our operating authority under Chapter 21, title

46.2 of the Code of Virginia, the following requirements are being followed

concerning claims:We are to write on the claim the date we receive it. We

received the claim on July 28, 2016We are to send to [redacted], within 30 days, a written

acknowledgement of the claim.We have 120 days to respond to the claim. We are still

within our statute of limitation period for this claim. We are currently investigating

this claim. We will then send a written notification to [redacted] of our decision

concerning this claim.Apology letter from President: [redacted] has not given us a

chance to respond to any of his complaints prior to posting negative reviews

and sending in the complaint to or office. While we understand that [redacted] was

not happy with the services provided on 7/16/16, he also did not follow the

contractual obligations stated in the moving documents. We will determine at the

end of our investigation if we feel this letter is warranted. However, at this

time, we will not be sending a letter.We acknowledge that our customer service has not been to our

company standards/ in response to this, we have hired additional staff in our

Richmond office who are responsible for answering customer service and

complaint calls. We are confident our new employee will be able to assist our

customers with any issues so that future customers do not feel like [redacted] when

contracting our office.Please let me know if you have any questions concerning this

customer’s complaint.

Consumer

Response:

I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

First, in regards to the statement of "any issues that arise during a move, we request the customer to contact our office [...] Mr. [redacted] did not contact our office" is an outright lie. I called no less than 50 times - a number that I honestly wish I could say I was exaggerating about. I called 4 separate phone numbers that I found - from their website, the side of their truck, an additional number one of the movers gave me - repeatedly over the course of 3 hours, from 3 PM to 6 PM. Each number I called at least 10 times. This does not include the calls my wife tried to make as well. I couldn't even get a voice mail system to leave a message until after 5 PM, which I left a message. I additionally emailed the only contact email we had (Lynette) at 5:38 PM on 7/16 asking for an immediate callback, after having been dialing and listening to ringing (again, with no voice mail available) for several hours. I never received a call back or any email response.