Owner refuses to communicate
The reason for the low rating is completely due to the lack of communication from the owner of the Ottawa location. We moved in January within Orleans and the movers themselves were ok (quite a few smoke breaks and one of the three did very little). However, they ended up denting a brand-new door at our old house which they dismissed as "just a scratch". We contacted Verdun and they confirmed that most of the door would have to be replaced; the cost would be ~$900 which was almost as much as the move itself! Since our old house was already sold, we wanted to ensure the new owner had the door they expected to receive.
We immediately submitted the claim to TSM and, to give credit where credit is due, their Office Administrator was able to answer my emails promptly over the next three months. However, the owner (who I was repeatedly told would get in contact with me) has never called/emailed and the last I heard from the Office Admin was that the file was closed. They are not registered with the BBB in Ottawa so it seems unlikely there is any chance for recourse.
From the other reviews on this site, it seems like they are mostly a great company; we just had an unfortunate and frustrating experience when it came to making a claim.
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In response to the company's response, damaging a brand-new door and then claiming it can be fixed when the manufacturer has inspected it and says it requires replacement panels is akin to a layperson telling someone with a broken arm that it can be "fixed with just a splint". It's up to the expert (doctor, door manufacturer, etc.) to decide what needs to be fixed and how.
- Approximate cost of services:
- $900.00
- What could this company do to improve their services?
- The owner could respond to claims (as was repeatedly promised by the office administrator) in a timely fashion / at all.
- Company Response
The move was completed by our crew who informed us the day of that there was a scratch made to the door by a dresser. The customer submitted a photo of the damages, and we had
presented this to our manager. We also had someone from our office to take a look at the door. When doing so, we realized that
yes it was a scratch of which we could fix. The customer submitted an estimate to have this fixed by Verdun for $900.00. This was not to fix the scratch but more so to replace the entire door and slab to which the damage was not done to that extent. When offering to
fix the scratch and re paint the door, the customer refused.