How We Handle Claims and Complaints

We understand that even with careful planning, moving can be stressful. If there is a problem with your move, our goal is to review it clearly, respectfully, and based on the facts of the job.

When we receive a complaint or claim, we first identify the move by date, customer name, route, and service type. Then we review the information provided by the customer, the moving documents, crew notes, photos if available, and any communication related to the move. This helps us understand what happened and separate service concerns, billing questions, delays, missing items, and damage-related claims.

For damage or loss concerns, please contact us in writing and include as much detail as possible. Official consumer guidance for moving claims recommends submitting loss or damage claims in writing, and California guidance states that such claims should be filed within nine months after delivery.

To help us review your case, please include:

  • your full name, phone number, and email;
  • move date and moving route;
  • description of the issue;
  • photos or videos, if available;
  • copies of relevant documents, such as the estimate, bill of lading, inventory, or receipt;
  • the resolution you are requesting.

After receiving your message, our team will review the case and contact you with the next steps. Some concerns can be resolved quickly through clarification or follow-up communication. More detailed claims may require additional documentation, crew review, or inspection of the reported damage.

We treat complaints as an important part of quality control. Every case helps us improve our communication, training, packing standards, scheduling, and customer service.

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