Sonic Drive-In review: Ice

I buy several bags of ice every week from the Sonic location at Walnut Hill location in Irving Texas. This is the second time I've complained about this. Sonic is known for having SOFT ice. Occasionally I get a bag that's soft. But more often it's hard. Very hard! I don't know why sometimes it's soft but more often hard. Are they letting it melt and refreeze? Is their machine messed up? I have very sensitive teeth and I love ice. If I had room, I'd buy my own ice machine but not sure if it would be soft. Please help! And we don't just buy ice. My family buys lots of food also. Thank you in advance.