Tender Touch Moving & Storage

Moving & Storage
Toronto ON M6M 2L7
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HomeStars  >  Moving & Storage in Milton  >  Tender Touch Moving & Storage  >  Moving some packing and Storage
Elaine Barrett
Elaine Barrett
13 reviews THORNHILL, ON
1/10

Moving some packing and Storage

We had decided to sell our home and travel for at least one year, and wanted to have Tender Touch to pack our artwork and other delicate items, move our goods into their storage, then move everything to our new location when we returned. The pack and move into storage started off badly with some minor damage to a wall and a stair railing that should have been protected but was not. Some items were poorly packed and garbage was left strewn about, but the company sent someone to take charge and address all the issues. We were satisfied with the end result of this part of the move.
One year later our possessions were taken out of storage and moved to our rental home. Our sectional sofa which was brand new and pristine when it had left our home, was returned to us with a puckered tear in the side. It was obvious this had occurred over a length of time from improper storage, as the fabric was stretched out as if something had been leaning against it for a considerable length of time until the fabric had stretched out and finally tore. A crystal lamp packed by Tender Touch was broken when we unpacked it. The company denied responsibility for both items. They claimed none of this was their responsibility but the lamp would have been fully insured had we paid T.T. to unpack everything we had originally paid them to pack. The reason we paid the high price tag to have them pack delicate items was because we trusted in their expertise, but to pay again to have them unpack seemed like an unnecessary added expense on what was already an extremely costly undertaking.
The sofa was shrink wrapped by them, moved and stored by them and moved into our rental home and unwrapped by them. Why then are they not responsible? We truly fail to understand.

In the end, they offered us a goodwill gesture of a $75 "credit" with the stipulation we sign a document agreeing to the following as written in their release:"no negative publicity is to be published on any media". After paying over $7500 for their services and getting back our brand new $3000 sofa with a hole torn in it , we decided to forgo the $75 "credit" to warn others about this company.
If they are so proud of their stellar customer service why try to silence us?

Approximate cost of services:
$7,500.00
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Company Response

Thanks for your feedback.

Our insurance policy only covers worked fully done by Tender Touch Moving. Boxes packed by clients cannot be insured for damage as the packing was not done by our company. In your case you hired our services for packing but then to save costs did not have us unpack. When Tender Touch unpacks any goods we packed we are fully responsible for damages as we did the pack and unpack. When a client does the unpack things can be pulled out of the box incorrectly or dropped and Tender Touch cannot be held responsible.
As for the sofa we are responsible 100% if the sofa was not damaged on the move in and then was damaged on the move out
In the case of any damage you are covered up to the amount you declared on your move if it was $ 10,000 then this would be your maximum coverage, if you choose to save on costs and waive insurance and simply go with the standard 60 cents a lbs then this would be the only coverage applicable in the case of a damage
It’s very important when moving goods that are breakable, sentimental or have high value to have the movers pack and unpack these goods and insure them for the proper value so you are fully protected in case of a possible mishap.

Best Regards