Arlene F.
Disappointed by Customer Service
Yes. I added the issue with the artwork in a way that is specific but still careful and factual for a public review. I am extremely disappointed with my experience with TMS Moving & Storage and with the way they handled my damage claim. I originally chose TMS because Vivante had provided them as one of three moving companies they suggested. Because of that recommendation, I felt comfortable trusting TMS with my belongings and expected a professional move and responsible follow-up if anything went wrong. Unfortunately, after the move, I discovered damage to my table and other items. I contacted TMS and provided photographs and information about the damage. Instead of working with me to reach a fair resolution, the company denied responsibility and refused to compensate me. TMS stated that they had a photograph of the table after moving me into Vivante that, according to them, did not show the damage. They also relied on the fact that another moving company later moved me out of Vivante. However, I strongly disagree with their conclusion and with the way my claim was handled. I also had a serious concern involving two pieces of artwork. When I later examined the backs of the pictures, I found areas that appeared to have been cut and then patched or repaired on the back. I was extremely upset by this because I had not been told that anything had happened to the artwork or that any repair had been made. I believe a customer should be informed immediately if an item is damaged or altered during a move. I asked to see the photographs TMS said supported their position because I wanted to understand exactly what evidence they were relying on. In my opinion, when a customer raises legitimate concerns about damaged property, the company should be transparent, responsive, and make a genuine effort to resolve the problem. This entire situation has been extremely frustrating. I trusted TMS with valuable belongings, and I expected much better accountability and customer service, particularly because they were one of the moving companies suggested by Vivante. In my experience, once damage became an issue, I did not feel that TMS stood behind their work or made a reasonable effort to compensate me. I would strongly caution anyone considering this company to carefully photograph and document every item before and after the move and to understand exactly how their damage claims are handled. I am still very disappointed that this matter was not resolved fairly.