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.
- Approximate cost of services:
- $1,600.00
- Company Response
Hi Helen, I am sorry you felt that you had no way to reach anyone but I do recall providing you with my personal cell phone number ( which I don't give to any client ) which you called me once on move day and I couldn't take the call and called you right back. I recall there was a discrepancy on how long you felt they took to reach from your pickup home which was at one end of the city located at Warden & Finch to delivery at Burnamthorpe & 427 and I assured you that I would look at the GPS Tracking System that we have installed in all trucks. I spoke to the crew shortly after we disconnected and they confirmed they stopped to grab a quick bite as they were on schedule for your delivery elevators and would deduct the time from the bol. I verified this with you once I had all the facts and called you right back and we agreed that 1/2 hour would be taken off your bol which I have a copy of this bill and it show the 1/2 hr deducted as agreed. As for damages you indicate, I am not aware of any so please email me or you can call me at the office and I will address the claim. As for the supplies charges yes the estimate indicated no charge for supplies so I don't know what they used and why it was charged as its been 4 months since you moved with us and the crew will not remember this now after hundreds of moves they have done since yours. The crew members on your job were highly experienced men that was sent to you. Many clients have and continue to highly request these men for their moves. I am sorry you felt they were making excuses for things. You also mentioned that 3 1/2 months after your move, that your apartment was treated for roaches and that none of your neighbors had it and you believe it could have bee in our truck. I will have to disagree with you on this as unfortunately none of our crews will work under these circumstances. If they arrive on a job site that is not sanitary we will refuse the move for health reasons and to avoid infestation to our equipment mostly the pads and passing this onto the next client. I am happy to address your claim and the supply charges, here is my email again and contact number
mbotelho@tendertouchmoving.com
416-654-4994 ext 101I will email you to start the process for claim and address the refund for supplies.
Looking forward to hearing from you and thank you for your feedback.
Maria Botelho