Tender Touch, owned by Viktoria Inc., did my move but after they had my furniture, tried to jack the price of my move up $2,485.48 to $4,365.01. They also said they'd deliver in 5 days, but it ended up being 10. When the moving truck arrived on delivery day, they would not unload my furniture unless I paid the new super inflated price. I wouldn't agree to pay it and they packed up their gear, and drove away without unloading my furniture. I eventually got it back by contacting the Canadian Association of Movers, the Better Business Bureau, the CBC, and CTV, and writing a letter to the management of both Tender Touch and Viktoria Inc. quoting the Ontario Consumer Protection Act, 2002, c. 30, Sched. A, section 10, which states they have to stay within 10% of their original estimate, or else you are entitled to just pay just the estimate amount for their services and no more. It was a super stressful ordeal having your furniture withheld and not knowing if you're ever going to get it back, even if it was only for a few hours. Moving is stressful enough, this company made it a nightmare.
- Company Response
I was your contact on delivery and we spoke about how your actual scaled weight came in a lot higher then what was provided to you via email/phone. You gave a list to your moving consultant and no in home was done as typically a 1 bedroom apt as you indicated you were moving out of isn't necessary. There was no inflated price it was for all actual charges based on your scale ticket which we offered to re-scale with your presence to reassure you. We have been in business nearly over 20 years and we don't practice shady moves to inflate or manipulate clients. Our reputation is more important to us and so is our clients. We agreed to keep the charge as per estimate and delivered your goods. No hostage take over was done or planed on. We were simply only trying to collect on the actual scaled weight but we sought out to work with you as our clients come first so if this means taking a loss then be it.
There was no BBB, no CAM, no CBC neither CTV that you got help from. It was our great customer service, that approved to keep the charges as per estimate.
I also wanted to make sure we mention, that we did call you immediately when we received the scale tickets and informed you about the actual scaled weight and also explained why it came higher.
It is important that you reveal all the items you're planning to move to your new home and just so you understand, I would use the example from your business:
When client asks you to create the basic website with 5 pages, you quote him, agree on all the terms and suddenly you create it and he will insist on 10 more pages to be added to his web-site with
shopping cart added and would refuse to pay for it. This is exactly the same scenario - you need to move 5 items and suddenly we come to pick up and there is 3 x more, yes the price does change.
Even though I do not appreciate you're taking an advantage of us being nice, neither threatening us with all the social medias, I believe your review helps to educate all customers and help them to understand why scenarios like this one happens. I hope that potential clients can take this review with a grain of salt as the important thing is that we resolved this quickly and professionally to clients satisfaction without you needing help from any of the organization mentioned above.