As per company TERMS AND CONDITIONS, in the unlikely event a customer realizes that some of their goods are damaged or missing, or if they feel that they have been over-charged or charged for services that they didn’t received prior, during or after services were completed, all customers FULLY understand that they MUST initially give the service provider (Moving Company) the FIRST RIGHT to fully investigate and respond in writing with a resolution to their issues.
Upon receiving your information, a Claim Registration Acknowledgement Notice will be sent to you (Via email) to confirm that your claim has entered to our system. Note: Please make sure to check your junk or spam folders for our Claim Acknowledgement Notice email. If you need to contact us via phone, please have your full name as it appears on the form you filled online.
In the event you are not satisfied when a resolution is made to your claim / complaint against the company, ONLY THEN you may contact any state, city, government, insurance, and consumer group such as the BBB, public, media organization, internet website or credit card agency.
Filing Time Frame: A claim for Loss, Damage, Delay or Overcharge must be filed in writing with your carrier (through us) within 9 months of delivery for interstate moves or within approx. 15-90 days for local or intrastate moves depending on your local state regulations. Federal regulations allow up to 120 days for claims to be offered settlements or denied. If the investigation of a claim requires additional time beyond the 120 days, an extension notice must be provided every 60 consecutive days, until claim a settlement has been offered or denied in writing to the customer.
The Dispute Process: If you are not satisfied with the settlement offer made by The Movers, you must send your dispute in writing to firstname.lastname@example.org or you may mail your dispute along with any supporting documents. A Dispute Receipt Acknowledgement Email will be sent to your email on file or via mail. Your file will be reviewed by an adjuster. If any adjustments are due, or if no adjustments can be offered, you will be notified in writing. If our final resolution is not accepted, you may request to proceed with Arbitration.
Arbitration Program: All customers have the option to request arbitration through our Dispute Settlement & Arbitration Program. We offer arbitration through our local Better Business Bureau.
All carriers have the right to try and settle a claim directly with their customers prior to proceeding with arbitration. Unless a claim has been filed and a resolution has been offered, no arbitration can be offered.