What if I want to give a tip?
At the end of the move the most frequently asked question is “how do I handle a tip?” By no means is a tip mandatory but it is greatly appreciated and solely at the discretion of the customer. It is company policy that if you are kind enough to give a tip that each mover be given a tip separately and based on his or her performance. We do not permit “pooling of tips”. No two employees work exactly the same. Pooling of tips would allow one man to potentially work harder then the next. Since service is our business we will not accept anything but the best service for you from each employee. Please tip your movers individually!
What is the definition of “work hours” listed in my total charges?
This is the labor charge from the time we start work at the pickup, the drive to the offload and the time it takes to offload. There is a 3 hour minimum charge for “Work hours”. There are no exceptions to this rule. We only bill in increments of an hour and we always round up, i.e., 3 hours and 7 minutes of labor would be a 4 hour labor charge.
What’s the “driving charge” listed in my total charges?
This is a flat fee for the time it takes to drive to the pickup from our warehouse and the drive from the drop-off back to our warehouse. (This is not the drive from origin to destination which is included in the labor hours).
What materials are included in my base hourly rate and what is not?
Blanket rentals, tape and shrink wrap are free. Boxes, bubble wrap, and any other material not stated in the contract labeled free, will incur an additional charge if used. All Customers are responsible to pack all boxes and fragile items (glass, mirror, marble, and electronics) unless noted differently on the contract. Any item that can fit into a box must be boxed by customer prior to start of move (unless otherwise noted in this contract). No bags or loose items are allowed during transport. For health and sanitary reasons, all mattresses, box springs, sofas, and any item that has fabric must be properly protected in mattress box / bag or plastic cover / encasements. These can be purchased at many local distributors and are made available by us for an additional charge on move date. Personal effects in plastic bags are not allowed in the truck. Note: Packing supplies are not included in the transportation cost / hourly rate, and will be charged if required. Additional packing services not listed on this contract will increase the amount of time needed to complete the move.
What if I have an elevator?
It is assumed that all elevators are for exclusive use of our movers. Since Variances from this estimate of any kind will be resolved by the rules published in our tariff that is on file and regulated by the New York State Department of Transportation, then In the event that a non shared elevator causes impediment to the move causing additional time to complete your move there will be an additional charge for this service. The same applies to elevators smaller then the following guidelines (2500 lbs. capacity. The floor area of an elevator of this capacity is 27.1 sq. ft. about 4.5ft X 6 ft in dimensions).
How can I track my shipment
At any time you may click the link Track My Shipment to send an email directly to the head of the long distance operations department. Please copy and paste your order number in the subject line. You will receive a response within 1 business hour.
Click here to read your copy of
“Ready to Move Booklet”. Provided by the Federal Motor Carrier Safety Administration (FMCSA) , a division of the Federal Department of Transportation assigned to regulate interstate household goods movers.
What notifications can I expect along the way?
You will receive a call or email from your moving coordinator the day your shipment ships out. You can follow your shipment going to New York along the entire route by following the tracking instructions above. Our driver will contact you 1 day prior to delivery with a 4 hour arrival window.
When am I required to except my shipment?
ANY day after the earliest date of delivery listed on this contract (unless noted otherwise in writing). You may decline delivery before 6am and stop delivery at 11pm, at which point we will start again the following morning. You may request special delivery arrangements. Example: no deliveries before 8am or after 6pm, but this must be in writing without exception and may be subject to an additional charge.
How do you handle third party authorizations?
We take your shipment serious, after all we are the caregivers to your household goods while they are in our possession. Under no circumstances will we release a shipment to anyone other than the persons listed on this contract without a signed third party authorization on file. Please be sure to have this taken care of prior to delivery in order to avoid a “wait time” charge.
Who is responsible to reserve proper parking?
All customers must confirm parking restrictions with the building management or local police department at both current and new locations to avoid parking violations. Parking tickets incurred while conducting a move are the sole responsibility of the customer who is moving. It is the customer’s responsibility to provide parking for our truck. Your moving coordinator must be notified prior to the move date in order to accurately assess whether additional charges will apply. If the truck is not parked to allow for the same carry distance as specified on your contract, then additional labor charges will be added to the original agreement. Additional “Long Carry” will increase the amount of time needed to complete your move and will increase the cost of your move.
What is your policy on COI’s (certificate of insurance)?
Some buildings require a certificate of insurance. Please check with your building management at both current and new locations regarding their requirements. Immediately email any certificate requirements to your moving coordinator. Note: A $75 fee per certificate will be applied if your building requires this certificate.
How do I pay for my move?
We accept cash, certified check, money order, Visa and MasterCard. Please be advised that there is a strict 3% assessment fee for any NON-CASH payment. We do not accept personal checks. Payment must be remitted in full upon arrival at destination.
What is the policy on service confirmations, rescheduling and cancellations?
All services must to be verbally reconfirmed by consumer & moving coordinator at least two (2) business days prior to move day in order for move to be executed. Rescheduling/Cancellations for any services must be submitted in writing by the consumer at least four (4) business days prior to move date to avoid a Rescheduling / Cancellation fee of $275. You may reschedule or cancel anytime for any reason as long as you do so at minimum four (4) days prior to actual move date.
Waivers from liability.
Carrier hereby states and shipper acknowledges that carrier is not liable for the following items in a shipment, where allowed by law: pressed wood furniture, file cabinets and their contents when they have not been emptied by shipper, mechanical conditions of electronics, electrical or plumbing connections, any further damage to any item that is already broken or has otherwise lost the integrity of strength from existing damage at time of pick up. In addition, you are not able to give to us to carry and we accept no liability whatsoever for firearms, jewelry, cash, bank notes, any financial instruments, hazardous materials, liquids. We do not assemble or disassemble cribs.
Do I have to empty my drawers?
Our Company requires that all drawers must be emptied prior to the day of move. Any item with full drawers will not be transported due to high risk of damage to walls and floors.
What is your policy on utilities and appliances?
Make sure that all of your utilities and appliances will be turned off and disassembled from electric or gas connections prior to day of your move. We are not allowed to disassemble or reassemble any utilities or appliances at both current and new locations on the day of your move.
What if you are late?
All two hour time windows for arrival are estimated times of arrival and are subject to change depending on factors such as traffic, weather conditions, unforeseen mechanical problems or unexpected services to be rendered with orders scheduled before you. We cannot discount any account due to any delays listed above. We will keep the customer informed verbally on the move date with a new / revised estimated time of arrival. We strongly recommend not scheduling any closings, dinners, flights, boat trips, movies, etc on your moving day.
What do we do if an item won’t fit?
Unless an attempt is made on the actual move date, no employee can guarantee any item will safely fit in or out of any pickup or delivery locations. It is the responsibility of the customer to ensure this prior to their move. No employee against his or her will can be coerced or forced to try to make something fit without a written waiver from liability. If an item cannot fit we can offer to bring the item back to our warehouse or deliver to another location. An additional charge may apply.
What do I do if I have a customer service issue or claim to file?
We know moving can be stressful. We are dedicated to providing you the highest level of service through the entire process of your move and not just the sale. We ask that you start by contacting your moving coordinator the minute you would become unhappy about anything. Most any issue can be resolved right on the spot.
In the unlikely event of a claim or customer service issue that cannot be resolved on the spot please contact 1-800-513-6060 or visit www.MovingClaims.net or Mail us at: P.O. Box 630686, Miami, FL 33163, to file your claim. When entering the site please click on the “Filing a Claim” tab to start your claim process by providing vital information about your move and the reason you are filing a claim. Please have your full name as it appears on the bill of lading, the name and the information of your carrier, carrier job number/ order/ confirmation number, your email address and a phone number where we can contact you. An email confirmation with your claim number will be sent to you to confirm that your claim has entered our system. Make sure to check your junk or spam folders for our email confirmation. If you need to contact us via phone, please have your full name (as it appears on the form you filled online), and your claim number ready.
Variances from the estimate of any kind.
Will be resolved by the rules published in our tariff that is on file and regulated by the New York State Department of Transportation. The maximum amount required to be paid on the day of the actual move will not exceed 25% of the probable cost of service hereby listed in the order for service as the “Subtotal” Unless an addendum is signed on the day of the move requesting additional services that were not part of the original order for service.