Soft Touch Moving and Packing
Moving and storage service in El Mirage, Arizona
Its address is in Phoenix, Arizona. It appears here because Google returns it for El Mirage.
Google rating
4.7
Ratings counted
961
Are 1 or 2 star
7.5%Above typical
The rating breakdown
72 of the 961 ratings in Google’s published star breakdown for Soft Touch Moving and Packing are one or two star.
Against other movers in El Mirage
About the same as the middle of the 3 movers in El Mirage we can publish a rate for.
Google’s published star breakdown
| Rating | Distribution | Count | Share |
|---|---|---|---|
| 5 star | 873 | 90.8% | |
| 4 star | 10 | 1.0% | |
| 3 star | 6 | 0.6% | |
| 2 star | 5 | 0.5% | |
| 1 star | 67 | 7.0% |
Counts as published by Google in its star breakdown, not the reviews we have read. Google also publishes a review count, which does not always match this total. Each row is rounded on its own, so the shares need not add to exactly 100%.
- 0–5%
- 7,614
- 5–10%
- 2,324
- 10–20%
- 1,521
- 20%+
- 538
The marker is Soft Touch Moving and Packing at 7.5%. The typical mover among the 11,997 we can publish a rate for sits at 3.2%.
Every company with at least 20 ratings in Google’s published star breakdown. Rates come from those breakdowns, not from the reviews we have read.
What the complaints say
Moving goes wrong in a small number of specific ways. These are the ones reviewers describe in the low-star reviews we have read for Soft Touch Moving and Packing, counted by matching the words they used.
- Crew conduct14 · 36%
- Damage to belongings10 · 26%
- Late, delayed or a no-show4 · 10%
- Price rose after the quote2 · 5%
- Items missing or never delivered2 · 5%
- Stopped responding2 · 5%
Counted across the 39 one and two star reviews we have read for Soft Touch Moving and Packing. A review can describe more than one problem, so these do not add to 100%. Each share is rounded on its own.
In their own words
This was our second time using this company & DEFINITELY our last! First time there was a great & efficient team- this time it was owners Lisa & Scott that showed up to pack up our whole house. Took them a full 1 1/4 days to pack - previously it was more stuff but with a team of 4 guys took only a few hours. We moved from Phoenix to Ventura, California.
Most horrible experience of my life! 3 hours late from scheduled window. 2 guys showed up paid for 3. Movers were so tired they were careless with my items and scratched a few things. They were in a hurry to complete the job. They also dropped my fridge amd 6 boxes off the back of the truck from 6 feet high broke dishes, bowls, and glasses. Spoke to management about the issues but didnt care at all cause I didnt sign the damaged protection clause.
Thank you for your review. Our crew was outside the "estimated" time frame as we do clearly state on our contract if your not the first client of the day, to be prepared for anytime of the day as we cannot guarantee an afternoon arrival time.
The only good thing I can say about the company is how polite the movers were. After expressing to customer service that items were damaged she was extremely rude and short with me. I would not sign the receipt Until they could offer me a reasonable option on how to fix the items and she could explain more about the extra $250 I was getting charged. She threatened to call the police due to it being a civil matter .
Beware of Kristen Lily. She tried to scam our small business and she quickly paid her balance after she was aware that it’s theft of services and the police were called.
My boyfriend and I had a moved scheduled for today at 6:30 am. We received an email at 10pm the night before from the manager Scott that says due to unforeseen circumstances we will be delayed until 8-9. A phone would have been preferred as we did not check our emails and arrived to our old place to move at 6am. Things happen and we understand that. However 10:30 rolls around and we have received no calls or updates. We attempted to call the business numerous times with no answer.
I want to start by saving that the movers who actually arrived to move were awesome and friendly. Unfortunately the owner was insanely unprofessional and rude. Please watch the video, there is no exaggerating how terrible this guy is. We weren't able to capture the whole conversation but he does say that he records all the phone calls and I really do encourage him to post the rest.
Sorry for the confusion however the if you reference your moving contract on the first page. It stated if you are not the first appointment of the day all other appointments are estimated (it is moving day, you’ll need to be prepared for anytime of the day).
TLDR: This moving company with over ten years of experience “professionally estimated” a 1-hour studio move as a three-hour job and charged me around $450. When questioned, they responded with an AI-length essay explaining that moving is so hard to estimate, they did nothing wrong, and everyone else loves them, anyone who is dissatisfied simply does not deserve to be their customer. Understood.
Update: in Thank you for taking the time to leave your feedback. While we respect your opinion, we feel it is important to clarify several points for future customers. Before your reservation was confirmed, all pricing, additional fees, scheduling policies, and the details of the Groupon promotion…
Just know that if you book a move with Soft Touch, they may never show up, never call to communicate, and never refund you. We were scheduled to move at 6:30-9:30 in the morning, and at 10 pm the night before, Scott, the owner, emailed me that they would be around at 10AM. Soft touch had my girlfriend and I waiting around my apartment from 7AM until 6PM without so much as a phone call, and when we emailed, we were met with the empty promise that someone would show up or call us.
Stay far away from this company. They tell you everything you want to hear upfront to make the sale/job. On the day of the move I was scheduled from 11-3pm (Saturday) I got a call 3:30 that the first job took 7hrs and there was still one in front of me. I was ready to move and been there since 10. So I just said I’ll start moving stuff downstairs to save time. They didn’t come till 8pm, had me sign and started working and I was even helping them to save time.
What satisfied customers point to
The same method, applied to the four and five star reviews. Most movers are praised for the same handful of things, so what is missing here is often as telling as what is present.
- Worked hard and fast317 · 50%
- Professional and courteous280 · 44%
- Turned up when they said88 · 14%
- Careful with belongings79 · 12%
- Kept in touch34 · 5%
- Price matched the quote7 · 1%
Counted across the 634 four and five star reviews we have read for Soft Touch Moving and Packing. A review can mention more than one thing.
In their own words
Rick, Robert, tom and Andrew were amazing. 10 out of 10 would reccomend and use again. Great communication from office staff. Team showed up right on time l. The were fast, incredibly friendly and careful with our belongings taking care to wrap everything and not hit any walls. Thanks so much!
Thank you for sharing your positive experience with Soft Touch! We truly appreciate your business and look forward to helping again in the future!
Rick and Mario reminded me why I strictly use this company. Very professional and respectful of all my belongings. Went the extra mile the whole time. 100% satisfied and will continue to use them every time. I’ve tried other companies, but Soft Touch Moving and Packing win every time. No hidden costs or fees and the guys don’t waste any time. Other companies had so many hidden costs that made their quotes DOUBLE what this company quoted me. 3 years in a row now that it has been like this.
Thank you so much Aaron for sharing your experience!
We are moving from Peoria Arizona to Showlow Arizona, from the beginning the communication for our move was impeccable. I knew every detail of the move, how much it would cost, how much time it will take etc. They were scheduled to show up between 6:30 AM and 7 AM on September 30. Rick, Ben and Robert showed up as scheduled, completed a walk through the house to see the items that were to be taken.
Thank you so much for taking the time to share your positive experience! We look forward to helping you in the future, your business truly means the world to us!
These guys were great. I booked them for their 2 hour special w two guys for like $200. Was fully expecting to have to pay more the day of...you know how most movers do...they say its X amount but then the day of they'll tell you you owe more because it took longer than expected. Not these guys. They called me two days before to confirm time and info. Then called me the morning of to ask if it was ok to come early because they had finished their last job early.
Thank you for the awesome review! We are happy to hear the guys were able to get to our to you sooner than expected especially with the heat these days. Please don't hesitate to call us if you need any more moving services! Thank you The Soft Touch Family
What Google’s own summary highlights
Google surfaces topics it finds across a business’s reviews. They skew positive across every mover we hold, so treat them as a summary of what this company is praised for rather than a balanced picture.
- careful handling121
- efficient staff108
- quick move25
- careful with furniture22
- professional movers20
- affordability9
- furniture moving7
- storage unit move3
- last minute move2
- bed assembly2
What the company says about itself
Taken from Soft Touch Moving and Packing’s own website. These are statements the business makes, not things we have verified — we have no way to check them, and neither claim nor absence should be read as a finding.
- Says it is insuredsays on their website
Show the text this came from
“June of 2013. We are fully licensed and insured. Our number one goal when starting Soft”Raw text captured from the page, including any surrounding navigation.
- Advertises free estimatessays on their website
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“…do. Experience the Soft Touch move! Get Free Quote Size of Move* Room or less Studio 1 Bed”Raw text captured from the page, including any surrounding navigation.
- Describes itself as family ownedsays on their website
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“Moving and Packing Soft Touch Moving is family owned and has been in business since June of”Raw text captured from the page, including any surrounding navigation.
- Says it is licensedsays on their website
Show the text this came from
“…since June of 2013. We are fully licensed and insured. Our number one goal when s”Raw text captured from the page, including any surrounding navigation.
Where else this company appears
Pages elsewhere that name this business. Matched on name and location, so a listing here is a lead worth checking rather than a confirmed identity.
- nextdoor.comsocial