Tender Touch Moving & Storage

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.