FREQUENTLY ASKED QUESTIONS
- What if I have questions about my move or need to make a change?
- You Move Coordinator gives you a convenient, single point of contact for all your needs, from planning to billing to tracking.
- How do you compare to your competition in terms of on-time performance?
- Our 100% on-time loading record and 99% on-time delivery record is as good as it gets, but we are most proud of our 98% total customer satisfaction rating. We make every possible effort to make every move perfect, and we strive to exceed your expectations in everything we do.
- How do you keep my delicate items protected?
- We use the best protective materials available, and all of our movers learn expert handling skills for expensive artwork and fragile objects through our extensive hands-on training.
- How do you keep my residence free from damage during the move?
We thoroughly protect your home when we arrive so that we can move your household goods safely and leave without a trace.
- Where does most of your business come from?
- Almost 90% of our business comes from word of mouth referrals from our satisfied customers. That’s one reason why we make every effort to exceed your expectations: our success depends on it!
- How do you assure my goods are safe in transit?
- We maintain our fleet of trucks in-house, to ensure high performance, gentle transport and superior safety. All of our equipment is designed for the safe handling and security of your possessions, such as side-access vehicles, air-ride suspensions, and curb-side palletization. Plus, we maintain control of your goods from start to finish, rather than passing your possessions to outside carriers or middle-men.
- What about special items like pianos or grandfather clocks?
- Our professionally-trained movers are experts at moving almost any household item imaginable, including pianos, sculptures, fine paintings, valuable furniture, and heirlooms and antiques. Our exceptional track record is demonstrated by our very low claims levels, which are an amazing 200% below industry average!
- What if I have a problem and need to file a claim?
- While our claims are fully 200% below industry average, try as we might, not every accident can be prevented. If there are ever any problems during a move, we will provide you with the same courteous and professional service to resolve the issue quickly and completely. Nation, find a job for your spouse, enroll your children in their new school -- the list of move-related tasks can be overwhelming. To help you successfully manage these tasks, Official Moving offers a host of relocation and real estate-related services to further smooth the transition to your new location. These services include settling in, home finding and mortgage assistance and home selling support.
- My company is paying for my move, but asked me to get quotes from a couple of movers. How do I schedule an appointment for a quote?
- Official Moving offers free quotes to potential customers. Simply complete and submit our Free Move Estimate form on our web site and a Official Moving representative will contact you to schedule an estimate at your convenience.
- Do you offer free moving tips or a moving guide to help me plan my move?
- Official Moving offers a variety of tools to assist our customers in completing what is a significant event in their lives. The Helpful Resources section of our web site provides both a move checklist and our "Passport for Your Move" moving guide.
- When Is The Best Time To Move?
- If it's possible, Official Moving suggests you avoid the summer months, the end of the month or the end-of-year when scheduling your move. However, we believe you should move when it is most convenient for you. You should consider the following factors when making your decision:
1.whether the move must be made immediately
2.moving children during the school term
3.separation of the family while the move is under way
If the move can be scheduled for a time when vans and trained personnel are more readily available, we'll be better able to meet your preferred delivery schedule.
- How Long Does It Take To Move?
- This depends on many factors, such as the time of year, weather conditions, size of your shipment, time required to load and unload, and the direction and distance your shipment is traveling. Because the furnishings of the average household will not fill a van, it is often necessary for two or more shipments to be loaded on the same van. Each shipment is carefully sectioned off from the others. With the help of Official Moving's computer-assisted dispatching system, pickup and delivery dates are scheduled according to the origins and destinations of individual shipments on the van, as well as shipment weight.
- When Should I Call A Moving Company?
- The earlier, the better. Although the actual van assignment may not be made until a few days before your move, it's wise to give your moving company from four to six week's notice, if possible. The more lead time you can give, the more likely we will be able to meet your preferred delivery schedule. All moving companies, for their standard type of service, require alternate pickup and delivery dates. We'll do our best, of course, to comply with the dates you prefer or the nearest possible alternatives. You will be notified in advance of the loading date for your goods and of the estimated date of arrival. If your pickup and delivery dates are critical due to such factors as a lease expiration or a real estate closing, you may choose an extra-cost service which will enable us to accommodate a more precise, reasonable
schedule. You should discuss your specific pickup and delivery requirements with us and we can advise you regarding the types and costs of services available.
- Is A Moving Company "Licensed"?
- It would be more accurate to say that a moving company is "registered." For example, Official Moving has
been issued a certificate of authority by the federal government to move household goods among any of the
A local moving company ("agency") affiliated with a national van line such as Official Moving may also be registered with
the DOT to move interstate shipments within certain geographical areas.
- Do I Need An Estimate?
- A Official Moving agent will make a pre-move survey of your household goods to be transported. A pre-move survey is
needed to determine the approximate cost of a move and the amount of van space your goods will occupy. Your
Official Moving agent will compute the approximate cost and give you a written Estimate/Order for Service. An accurate
estimate cannot be calculated without a visual survey of the goods to be moved. There is no charge for the estimate.
Keep in mind that estimates (household goods surveys) are only guidelines. On interstate shipments, you must pay
the total charges as determined by the actual weight of your shipment, the distance it travels, and the services that
you authorize or which become necessary to handle your shipment.
Charges for local shipments are generally calculated on an hourly basis. There may be a minimum number of hours
required. These shipments are handled by the local moving company, not the interstate carrier.
- What Is A Binding Estimate?
- A binding estimate or binding cost of service specifies in advance the precise cost of the move based on the services
requested or deemed necessary at the time of the estimate. If additional services are requested or required at either
origin or destination (such as a "shuttle" to or from a location to which a full-size van cannot operate directly or a "long
carry" from the street to residence), the total cost will increase. Binding estimates are valid for the time period specified,
up to 60 days.
If you add items to be moved or require additional services, such as packing, between the time of the estimate and the
time of your move, there will be additional charges. An addendum specifying these additional charges will be prepared
for your signature.
- How Much Will My Move Cost?
- Unless you have been given a binding estimate, the exact cost of your move cannot be determined until after your
shipment has been loaded on the van and weighed. If additional services are requested or become necessary after loading
and weighing, additional charges will be incurred. Basic transportation charges depend on the actual weight of your goods
and the distance they will travel.
The total cost will include these transportation costs, any charges for Full-Value Coverage or Depreciated Coverage (see
"Am I Protected Against Loss Or Damage While My Goods Are In Transit?"), plus charges for any "accessorial" services
(such as packing and unpacking) performed by the Official Moving agent at your request. These charges are based on "tariff" rate
schedules (see below).
- What Is A Tariff?
- This is the list of rules, regulations, available services and resulting charges used by all motor carriers which provide
interstate transportation of household goods. The tariffs are published by each household goods motor carrier and include its
various services. The tariffs are available for your inspection upon request.
- How And When Should I Pay?
- Tariff provisions require that all charges be paid before your shipment is unloaded at destination (unless prior arrangements
have been made for later billing).
Payment for your Official Moving shipment can be made by one of the following methods: cash, traveler's check, money order or
cashier's check. In addition, the American Express® Card, Discover sm Card, Visa® or MasterCard® can be used to pay for
interstate moves only, with advance approval required prior to loading (unless other billing arrangements have been made).
Personal checks are not accepted. All payment forms apply to both binding and non-binding estimates.
If you have received a non-binding estimate and your actual moving costs exceed the estimate, you will be required to pay
no more than 110% of the estimated cost at delivery. Should your actual costs exceed the estimate by more than 10%, you
will be given 30 days after delivery to pay the amount over 110%.
Payment of estimated charges plus 10% does not apply if goods are delivered into storage. If storage at destination (storage-
in-transit) is necessary, all transportation charges must be paid at time of delivery of the shipment to the warehouse. You will
then be assessed storage charges based on the applicable rates set forth in our tariff.
- Am I Protected Against Loss Or Damage While My Goods Are In Transit?
- Yes, but how much protection you have and its cost to you depend upon the United "valuation" program you choose — Full-
Value Coverage or Depreciated Coverage.
The valuation option you select determines the basis upon which any claim will be adjusted and establishes the maximum
liability of Official Moving. The liability of United for loss or damage is based upon Official Moving's tariffs, as well as federal laws and regulations,
and has certain limitations and exclusions. Valuation is not insurance; it is simply a tariff-based level of motor carrier liability. If
you desire insurance, you should consult your insurance company representative about available insurance coverages, because
Official Moving does not offer insurance.
Released Rate Liability - Basic Coverage
With this type of valuation, Official Moving's maximum liability for loss or damage to any article in the shipment is 60 cents multiplied by
the weight of the article. This is the basic liability level and is provided at no charge.
Depreciated Coverage considers depreciation in the settlement of a claim. With this coverage, a claim settlement for loss or
damage to an item will be the cost to repair an item or a cash payment of the depreciated value of an item, whichever is less.
Pound-Weight Value — The maximum value of your shipment is $1.25 times the weight of the shipment. There is a charge for
this option. Any claim will be settled based on the depreciated value of your lost or damaged items up to a maximum liability
value that has been calculated on the actual weight of your shipment.
Under this protection plan, if your articles are lost or damaged while in Official Moving's care, either they will be repaired or replaced
with like items, or a cash settlement will be made for the current market replacement value, regardless of the age of the item.
Official Moving will determine the appropriate settlement method to be used. Unlike other Official Moving "valuation programs," depreciation
is not a factor in determining replacement value.
Full-Value Coverage and deductible options are available in dollar increments to fit your needs at very attractive rates. Official Moving's
total liability for loss or damage will be the amount you declare as the value of your shipment. However, the minimum total
declared value must be at least equal to the weight of your shipment multiplied by $4.00.
Items Of "Extraordinary Value"
In the moving industry, items having a value of more than $100 per pound are known as "articles of extraordinary value." All "
articles of extraordinary value" in your shipment must be listed on the High-Value Inventory form which will be given to you by
the salesperson to complete. Although you might have other articles of extraordinary value, the following list should help you
identify items that might fall under this classification: jewelry, furs, art and coin collections, crystal, figurines, antiques, Oriental
rugs, precious stones or gems, china and silverware. In the event of a claim, any settlement involving an article of extraordinary
value listed on the High-Value Inventory form is limited to the value of the article, not to exceed the declared value of the shipment,
based upon the United valuation program applicable to your shipment. If an article of extraordinary value is not listed on the form,
Official Moving's maximum liability is limited to $100 per pound per article. Shipments that move under the Released Rate Liability program,
in which the declared value of the shipment would be 60 cents per pound per article, would not be covered by the provisions
applicable to articles of extraordinary value.
You must select the valuation program, and you must write your choice in the "Valuation" box on the Bill of Lading in your own
handwriting. If the box on the Bill of Lading is not completed, your shipment will be considered released at a declared value based
on the total weight of your shipment multiplied by $1.25 per pound.
For a full description of the Full-Value Coverage, Depreciated Coverage and Released Rate Liability programs, please ask your
official Moving agent.
- Can My Possessions Be Stored Temporarily?
- If you are unable to take immediate possession of your new residence, your belongings can be stored in a local Official Moving agent's
warehouse. Official Moving agents throughout the world provide safe storage facilities for holding your goods until you're ready for them.
However, you are responsible for the storage charges, warehouse valuation coverage and final delivery charges from the warehouse.
If your goods are placed in storage, there will be an additional charge for the valuation or insurance coverage provided for your
shipment, as mentioned previously. The type of coverage and cost will depend upon whether the shipment is held in storage-in-
transit (temporary) or in permanent (long-term) storage. Please ask your Official Moving agent for information regarding storage arrangements.
- Will My Furnishings Remain Clean?
- Official Moving's exclusive Sanitized®-treated, air-ride vans provide a clean, safe move. The Sanitized® feature is an extra measure of hygienic
safety for your belongings. In addition to this service, Official Moving protects your upholstered furniture with ClearGuardSM, a clear plastic
material, before they are wrapped with furniture pads.
- Do My Appliances Need Special Attention?
- Most refrigerators, washers, dryers, and other electrical or mechanical appliances require special servicing to ensure safe transportation.
Any moving parts such as motors on major appliances, washer drums, icemakers and the pickup arm on a phonograph should be
securely fastened for shipment. Gas appliances need to be serviced and disconnected prior to your move.
It is the owner's responsibility to see that appliances are serviced for shipment before they are loaded on the van. Upon request and for
an additional charge, a moving company will perform this service, using either its own qualified personnel or an authorized service company.
For more information on servicing and cleaning appliances for moving, ask your United agent for the booklet "Moving Appliances & Other
- Can I Pack My China, Glass and Crystal?
- Most people prefer to have their household possessions, especially fragile items, professionally packed by a moving company. However, if
you decide to pack these items yourself, remember that the basic principles of good packing include wrapping the items individually,
providing plenty of cushioning and making sure of a firm pack.
Be sure to select a sturdy container with a lid. Place a two- or three-inch layer of crushed paper on the bottom of the carton as a cushion.
Wrap each item individually with a soft material to provide a safe, protective, "padded nest." Pack the heaviest items on the bottom and the
lighter ones next, filling in empty spaces with crushed paper. Place plates on edge and glassware on rims for maximum protection. Mark
the carton "Fragile," and list the contents on the outside. Be sure to seal the carton with tape.
Cartons, paper and tape may be purchased from your local United agent for a modest cost. Also ask your agent for a copy of the free
booklet "Doing Your Own Packing."
- Can I Pack My Clothes In A Chest Or Dresser Drawers?
- Unless your shipment is going into storage-in-transit, lightweight clothing — sweaters, shirts, blouses, and lingerie — may be left in the
drawers. Do not fill drawers with heavy items such as books, table linens or sheets, which can damage the piece of furniture during transit.
Be careful NOT to leave fragile items, money, jewelry, watches or other valuables in the drawers, as well as anything that might spill or leak.
- Can I Move My Frozen Foods?
- Frozen foods can be moved, but only under specific, limited conditions. Be sure to discuss this with your Official Moving agent. In most instances,
we suggest that shipping arrangements be made through local frozen food locker plants, especially for a long-distance move.
- Can I Move Jewelry And Other Valuables?
- Items of extraordinary value such as jewelry, money, photographs, antiques and stamp collections can be included in your shipment,
provided you notify your Official Moving agent of these items before packing or moving day. However, we strongly recommend that you carry
irreplaceable and expensive articles with you, or make other arrangements for their transport.
In the moving industry, items worth more than $100 per pound are considered to be articles of "extraordinary" value. To be assured that a
claim involving these articles is not limited to minimal liability, complete and sign the High-Value Inventory form and sign the "Extraordinary
(Unusual) Value Article Declaration" box on the Bill of Lading. If no articles of extraordinary value are included in your shipment, simply write
"none" on the High-Value Inventory form and sign it.
- Can I Move My House Plants?
- Official Moving cannot accept responsibility for safely moving your plants, because they may suffer from a lack of water and light as well
as probable temperature changes while in the van. You may prefer to transport your house plants in the family car or ship them by plane.
Some states prohibit the entry of all plants, while other states will admit plants under certain conditions; still others have no plant regulations.
Be sure to check the regulations of the state to which you're moving. Ask your Official Moving agent for a copy of the booklet "Moving With House
- Can I Move My Pet?
- Pets cannot be carried on the moving van. Dogs, cats, canaries and parakeets can usually be transported in the family car. If this isn't
convenient, your United agent will be glad to suggest alternate ways to ship your pets safely. Ask for a copy of the helpful United booklet
“Moving With Pets."