We have used Personal Touch Moving Inc of Oxford, MI three times now. The first two times were excellent, so good in fact that we recommended them to all our friends. The third time was a different story. Things seemed to be going all right even though the men seemed to be in a hurry to finish and were just dumping items in our garage. However, when they left we discovered several items had been damaged by the hand truck they were using. Damages to a credenza, a chest of drawers, an antique toy chest to name a few. Also major damage to a hand rail down to our basement which was caused by the hand truck. My husband contacted John Drake, sending him an email with pictures of some of the damage and asked that John address our issue. We received no response from John. My husband waited several days then called him and was told that he, John, was irritated by the email – that the damage was minor and that the hand rail had been damaged before they got there. The first rule of customer service is the customer is always right. We did not lie about any of the damage and, to us at any rate, the damage was not minor. I guess they are a good moving company if you do not have any issues to be addressed. Better hope everything goes well. John even blamed the damage on the fact that we had to have the items stored for a week. We were told they would not be offloaded for that week – so how could they be damaged just sitting in his trailer at his facility? We are highly disappointed with the response from Personal Touch Moving and will not be using or recommending him again. An apology would have been nice and probably all that would have been required to appease us but unfortunately that was something John was not willing to do.
