Moving On UpCustomer Claims Policy

Here at Moving On Up, Inc.™ customer satisfaction is our highest priority. The moving industry is known to be of ill-reputation - especially in Florida - and as a result, our company has worked very hard to establish a trustworthy and reputable service to protect the valued items of the families and offices that we move.

As with any large company that has been in business for a prolonged period of time, there are occasions when our customers and our staff do not see eye to eye. Moving On Up™ thus offers arbitration through an independent customer service agency in the event that any damage or loss has occurred during a move. While we cannot guarantee that every claimant will be satisfied with the outcome of their claim, we nonetheless aim to provide professional and courteous service to all of our customers.

Know Your Rights.

In order to file a claim the U.S. Department of Transportation regulations for filing a claim (Part 370: Principles and Practices for the Investigation and Voluntary Disposition of Loss and Damage Claims and Processing Salvage) states that a detailed letter must be mailed or emailed to the office of the moving company in question for review by said company's claims department. Our company requests proper documentation (such as pictures, a detailed letter, and the original copies of the relocation documents signed upon pick up and delivery) to process a claim.

Breakdown of the Claim Process.

The following is an excerpt from attorney David Piotrowski, Esq. regarding Household Goods Claims:

...[A] claim must be filed in writing with the carrier within nine (9) months from either 1) the date of delivery (or in the event of total loss, on the date the shipment should have been delivered), or 2) the date of conversion from Storage in Transit to permanent storage. The shipper can file a claim at any time during these nine (9) months, but not later.

After the shipper files the claim with the carrier, the carrier has thirty (30) days to acknowledge receipt of the claim. The carrier has no obligation to respond immediately after receiving a claim, and it is often in the shipper’s best interest not to constantly contact the carrier as this may aggravate the issue. The carrier will need time to review, gather the paperwork, analyze the merits of the claim, and draft a response. The carrier has one hundred and twenty (120) days from receipt of the claim to either pay, decline to pay, or offer a settlement to the shipper. At the end of the one hundred and twenty (120) days, the carrier may receive an extension of an additional sixty (60) days...

If Moving On Up™ determines that a claim is not due to the negligence of our staff, a detailed statement will be provided to the customer for their records. We acknowledge and accept our duty to compensate our customers for loss or damage to their property by the agreed liability valuation of 60 cents per pound per article, as required by law. for this reason we strongly suggest that all customers..

Purchase Moving Insurance!

If you are experiencing any concerns with your move, please contact your Moving On Up™ agent and ask to file a report with our Claims Department. If you're considering moving with our company, be sure to request information on your insurance options from www.MovingInsurance.com.

Good luck with your moving search! We hope to hear from you soon!

Sincerely yours,

Haim Shalem

Customer Claims Supervisor

9 Tips for a Hassle Free Move

Taking the right steps to preparing your move makes all the difference between an easy transition into your new home and a moving nightmare. We at Moving On Up, Inc. put together a list of the top 9 things one should do when preparing to relocate with a moving company.

1. Research Your Local Moving Companies.

Rather than submit your contact information to a moving directory and be assaulted by hungry salesmen competing for your business, try to locate movers in your area. We all know how confusing it can be to differentiate from dozens of similarly named moving companies all with similar emails and phone calls. Choosing your own local mover will save plenty of room in your voice mailbox. Familiarize yourself by browsing through company websites and FAQ pages. If you find a few that seem reputable and fair, simply submit a quote and they'll be contacting you. No muss, no fuss.

2. Be as Accurate as Possible with the Items on Your Inventory Checklist.

A fixed estimate is based on what is listed in your inventory. Be very thorough, and if need be, overestimate, so that upon physical inspection you can expect a lower price instead of higher. Any additional items left unnoted will affect the price of your quote.

3. Schedule an In-Home Estimate.

After you have provided your preliminary inventory checklist to a potential mover, arrange for an in-home evaluation of your items for the most accurate quote possible. Be specific and make sure that your inventory list matches that of the movers. If for any reason you decide after the home evaluation to add or remove items, please contact your movers immediately.

4. Try to Schedule Your Move 60 to 90 Days Prior to the Actual Move Date.

Securing a moving truck is first come, first serve. Booking early avoids scheduling conflicts and delays. Moving dates around the end of the month and especially the end of the year book very quickly because many consumers are looking to move days before their lease ends. If this is your situation, try to schedule your move no less than three weeks before you need to move out.

5. Avoid Moving with a Broker.

Brokers habitually outsource your move to other moving companies - without notifying you, the customer. Chances are that you will not be able to contact directly, making customer service frustratingly difficult.

Read more about brokers at the American Moving and Storage Association (AMSA)'s website, www.Moving.org. It discusses all your options prior to your move to prepare yourself for any unforseen mishaps that could happen with your move.

6. Familiarize Yourself with Your Moving Company's Valuation Policy

Check out this very useful article from the Federal Motor Carrier Safety Administration (FMCSA), Understanding Valuation and Insurance Options.

7. Invest in Moving Insurance to Protect Your Belongings.

As stated in the Federal Motor Carrier Safety Administration (FMCSA)'s Understanding Valuation and Insurance Options, moving companies offer a basic coverage of no more than 60 cents per pound per article. For example, if your mover lost or damaged a 10-pound stereo component valued at $1,000, you would only receive $6.00 in compensation (60 cents x 10 pounds). For this reason it is very important for you, the customer, to ask for moving insurance for your more expensive or irreplaceable items.

Moving On Up, Inc. uses MovingInsurance.com to cover our customer's valuable items. Please ask about our insurance options when receiving your quote.

8. Discuss Special Accommodations Prior to Pick-Up.

If your delivery address does not have access for a large semi-truck, be sure to discuss this with your movers prior to your move. Moving On Up does not charge additional fees for stairs or elevators, but some companies do, so be sure to mention if there are any.

Additional special circumstances include company packing on pick-up, multiple pick-up locations, and assembling and disassembling furniture, among others. For an in-depth description of unexpected moving situations, please read About.com's article, Extra Charges On Your Moving Bill - What Do They Mean?

9. Thoroughly Read All the Paperwork Given to You By Your Movers.

Don't just Christmas tree through your contract, bill of lading and inventory lists. Be sure to read every document you sign carefully so that what you know about your move matches up with what your moving company knows about your move. Doing so will avoid any confusion or disappointments later. Also be sure to ask about the company's policies, such as how they handle Ready to Assemble (Particle Board) Furniture or boxes Packed by Owner with unknown contents packed in undetermined conditions.

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The best prepared customer is the most informed customer. Any reputable company will be more than happy to answer all of your moving questions, so be sure to ask. If you currently are moving with us and have any questions or concerns, please call us at your earliest convenience at (877) MOV-ONUP.

For more information, visit the Federal Motor Carrier Safety Administration (FMCSA)'s consumer advocate website, www.ProtectYourMove.gov.