Tender Touch Moving & Storage

Tender Touch did a very good job helping me move from my old house into the new one. I am quite satisfied with the company as they were both extremely careful with covering my floor by putting down matts and were very fast with the move. They did everything just perfectly as they organized all my furniture in the new house and put my personal belongings were I wanted them to be. Overall, I am very pleased with this company!

I was referred this company through an agent at my company. I felt they were both professional and prompt when moving my furniture. I have already recommended this company to a friend and would continue to!

Our movers worked efficiently and completed the move with minimal damage to our goods and property.

After we agreed to the contract and gave them a credit card number for our deposit I found it very difficult to contact anyone from the company to clear up a few questions that we had. It took repeated phone calls, messages and emails.
They did provide – when I insisted – a number where I could contact someone directly if there was a problem during the move, but no one answered the first time I called.

They arrived early – which we did not expect and packed up in good time. They were aware of the limited time available with the elevator booking at the other end but took nearly an hour and a half (which they expected us to pay for) to have lunch and travel 32 km on the highway, wasting half an hour of elevator time. As a result, they did not have time to reassemble any furniture.

I did say there was minimal damage but when we pointed out a couple of small problems we got nothing but excuses. They seemed to think it was our fault that something broke or we were not telling the truth.

Despite the quote in the estimate that “these are all our fees, no hidden costs or extra charges” they charged for tape and packing supplies adding another $100 to our bill which, of course they charged to the credit card number we had given them. When I contacted them afterwards to ask about this charge no one replied. No surprise there.

Would I use them again? I don’t know. The move itself went well enough but the lack of customer contact was very disconcerting and upsetting. Because of their lack of communication after paying the deposit, I worried about whether or not they would show up on moving day. I had enough other things to worry about. I didn’t need that.

Now, three and a half months after the move, we have just had to have our apartment treated for cockroaches. None of our neighbours have them – and we didn’t have them at our last location – so we are wondering if they were in the truck that moved us.

I recently moved from Vancouver to Toronto and was most impressed with the care given by Phil and his crew at Tender Touch Movers. I have lived in 9 countries, so I am very experienced with moving and it is rare to see such attention and care given.
Thank you!

Douglas and his team were wonderful to work with, they were VERY helpful, pleasant and worked very hard to ensure care was taken with every item they moved. Our move was a huge success and could not have gone more smoothly.

My experience with Tender Touch was disappointing. The first part of my move went well. I also stored my furniture during my renovations at the new house. The problems occurred with the move from storage to the new house. First, one skid & my BBQ were forgotten, the guys returned three days later with the skid. I was charged one hour for the return visit, but they were at my house for 30 minutes. They claimed it took 4 hours to load the truck from the storage unit, however it took 4 hours to unload the truck, assemble beds & tables, move furniture & boxes up/down stairs at my house. It seems like the hours at the storage unit are padded as the customer is not there to witness. There were a few scratches on furniture and cups broken but that is expected with moving. I asked where my BBQ is - they did not bring it because they had failed to tag it properly. Mover said they would bring it next week. The following week I phoned to follow up, again told they would bring it next week. Sent text messages for updates, no replies. After 4 weeks of this, I contacted the claims department. I was told they would look into it but I have not heard back going on a week. If they had been upfront; said the BBQ was damaged/lost and reimbursed me, I would be fine. The run around and ignoring shows a lack of professionalism and horrible customer service.

New comments added:
After the above review was posted, I did hear back from Charlie, the claims manager. We negotiated and I was reimbursed for the damaged BBQ/cover upon signing the release. Thank you Tender Touch for addressing my concerns and providing restitution, it is very much appreciated.

It was a pleasure to have Tender Touch take care of our move. The team was on time, always courteous, friendly and professional. They took special care with our furniture ... most being antiques. Christian, the foreman for our move was very accomodating and patient with all my questions. Highly recommend. You won't be sorry.