I used Tender Touch moving service for my recent move & storage. Every item going into storage was efficiently wrapped & inventoried; all items were reconciled at the new place. I felt rushed during the recon process - too busy checking off tag numbers to inspect the condition of my items. I suspect that the great rush during unloading and recon was due to the movers being pressed for time. The anticipated start time for my move was between 9am - 1pm. The movers showed up at 6pm. I was given a discount rate by $10 per hour for the trouble. After the movers had already left, I discovered two pieces of furniture were damaged during the process; a large cheap IKEA dresser (which I didn't care too much about), and my formal dining room table. I suspect the dining table was damaged after unwrapping and laying it face down on the hardwood floor (with nothing protecting the surface). Unfortunately, my table is now deeply scratched and dented to the point that I need to cover it with a table cloth. Overall, the physical moving and storage was a success....but it's a far stretch to call the handling of my unloaded items "Tender". I would likely not recommend the service to a friend.
- Approximate cost of services:
- $3,000.00
- Company Response
Hello Heather,
Thanks for your review and addressing your concerns. I left you a message on June 8th after receiving your HomeStars review to which I have not yet received a reply as I'm hoping to discuss the events in person if you have the time.
Reg # 24377
On June 5th your move was coming out of our storage facility along with another client, both of you were loaded on the truck very early in the morning the crew started about 6:00 am. Upon booking your move out of storage you were advised of an estimated arrival time of 9:00 am to 1:00 pm but actual arrival time would be based on the completion of the prior job as you changed your move from June 12th to June 5th and there was already a move scheduled for that day out of storage.
On your move date Lynn documented that you called roughly around 12:00 pm to inquire where your crew was, and she told you they were delayed with the morning job and you said that was fine you had errands to run and Lynn advised she would give you 1 hr notice before the crew arrived and you seemed content with that.
At 5:00 pm I called you to give you the one hour notice you requested. You seemed fine with everything on the phone.
As a good will courtesy, because we were outside of our estimated arrival time even thought it was only an estimated arrival time we discounted your move $ 10.00 hr saving you about $ 60.00. The reason the client prior to you was delayed was that the current tenants were still moving out when our crew arrived and they needed to wait until the they moved out before they could off load. As your shipment was loaded 1st behind the 1st delivery it was not possible for the crew to simply leave the job and deliver your goods and then return once the other family finally moved out so it became a waiting game for everybody. These events are far beyond our control and we apologize for any inconvenience this may have caused you life sometimes throws curve balls and we have to react the best way possible when presented with a situation. I feel we’ve been very professional throughout the entire process.
In response to damages we are unaware of any damages, you have not reported anything to our office and signed off that everything was received in good order as I mentioned I called you on June 8th after viewing your HomeStars reply to possibly send someone out and view the items in question. The dinning table top which was inventoried prior to moving at pickup indicated the table top tag # 194 Lot # Q06342 was "worn, scratched & marked, dented, gouged, owner disassembled, and edges worn and chipped" this was signed as the condition the item was picked up. Similar description described the dresser. At delivery Nick confirmed that you wanted to reassemble the table on your own as an added precaution he put some cardboard under the edge to protect the table and it stood against the wall. The table was unwrapped in the home as per company policy along with all your furniture and verified by the crew.
We would still welcome viewing the table and dresser in question feel free to call me at the office directly as Tender Touch Moving is committed to its reputation and customer service.
The crew that delivered your goods only had 2 jobs to deliver from storage that day. They indicated they really wanted to accommodate you and deliver your goods so that you would be happy, our movers are very accommodating and would be happy to stay for as long as you required. Please let me know if there is anything further we can do for you.