Tender Touch Moving & Storage

Thank you very much for your feedback.

I have to admit when I first saw the 0 rating; I almost fell off my chair.

After looking into the details of your move on the paperwork and the conversation that you had with Erika via telephone yesterday, I was able to piece together the details.

The paperwork indicates that the portion of your move that was completed using Tender Touch took place about 5 months ago The survey that you completed on move day indicated that all items were padded, the floors were protected, the beds were bagged and the sofas were shrunk wrapped – all to minimize damage during moving. Furthermore, in the conversation that you had with Erika, you said that your husband was supervising the offloading into the public storage unit and everything appeared to be fine so you were not really sure what had happened.

You hired our services for a move from your home to a public storage locker approximately 5 months ago. As the items were going to a public storage locker and being unpadded and stacked, our movers had you sign a DAMAGE WAIVER for placing all your unpadded furniture in the storage locker. Our responsibility for your goods ended when we delivered the pieces into the locker in satisfactory condition. After unpadding and stacking the furniture, the items are at your own risk as we cannot be responsible for them after this point. There is an inherent risk in stacking furniture unpadded anywhere as this is not how furniture is meant to be placed, especially high quality expensive furniture, it’s not worth the RISK – they are designed to be placed one piece at a time into a room. Stacking is only possible with the proper protection like furniture pads to protect from gouges and scratches in a movers storage facility as advised. There is also added risk in a public storage locker especially after 5 months as other tenants from adjoining lockers move in and out. During their moves, the walls push up against your goods as the walls are usually flexible steel or drywall on steel studs which allow movement in the wall thus shifting your items, potentially causing damage. Another added risk is when a tenant goes into their own storage locker to look for items and shuffle items around. The greatest and most likely cause for damage in this type of scenario comes when moving out of a public storage unit. Using friends and family members who are not trained as movers to try to curb costs. They load the furniture onto a u-haul truck and once again stack the furniture without proper padding, causing further damage. Not to mention the damage caused during physically moving the items into the new home.

I suspect that there is a very good chance that there will be damage to items at the time of delivery using this route for moving.

Our movers performed only ½ of your move and given the facts, everything was fine up to the point of delivery of the items to the locker before we had the waiver signed. We would be happy to be responsible for your complete move but the circumstances would need to be different. The furniture picked up by our movers would need to be inventoried for count and condition, padded (which they were) and then placed in OUR storage facility (where they would remain padded for the entire length of your stay in storage) and sealed in crates (as opposed to lockers with flexible walls) until delivery to your new residence occurred. The items would be rechecked for damages at this point. In this scenario, we would accept full responsibility for your goods during your entire move.

This is truly an example of how not to try to save money on a move as in the long run, the costs truly outweigh the savings.

On a final note, you mentioned your floor was scratched at pickup on the phone with Erika and on your HomeStars review in the bedroom. You repaired it 5 months ago but you didn’t want to bother us and are only advising us about it now after the repair has been complete for $ 500.00 (without proof) and the new owners have moved in. I don’t understand why this would be a bother. If we damaged your floor at pickup it would have been our pleasure to send someone by and repair any damage we may have caused without cost to you.

In this case we did everything we could to limit the chance of damage in the storage locker once we were gone and clearly advised you on a DAMAGE WAIVER which you signed. We cannot be responsible for actions arising after the fact nor can we take responsibility of the work of others.

We stand behind our service 100% as you can see by the many positive reviews on this web site.