Your Rights and Responsibilities
Choosing to hire a professional moving labor company is only half the battle when it comes to ensuring that your items arrive safe and without damage. Just like a plumber or other skilled trade professional, having the proper equipment can make all the difference when it comes to getting the job done right. Unlike other professional services, however, moving labor companies cannot provide all of the materials and equipment that are necessary for your move. Items that must make the trip with you, such as furniture blankets, cannot be provided since we are not transporting your items. This helpful guide will provide you with the information you will need to have a successful move.
Table of Contents
- Your Rights
- Your Responsibilities
- Licensing & Certification
- Liability for Injury
- Overview of Damage Coverage
- Additional Insurance Options
- What Is Not Covered: Exclusions
- What Is Covered
- How to Make a Claim
- Claim Remedies
- Our Role
- To receive an experienced and knowledgeable crew, experienced in loading, unloading and packing
- To view your completed load prior to the movers departing the site
- To report any damaged items you wish to make claimable on the work order
- To submit a review for the movers that provided services
- To request a detailed receipt of all billing activity
Our number one priority is for you to have a successful move. To ensure that you are properly prepared we have provided a detailed overview of your responsibilities and obligations.
Accuracy and Disclosure
The information we provide to you, such as rates, pricing, policies and availability, is based solely on the information you have disclosed to us. It is your responsibility to provide us with honest and accurate information about your move and the moving services you require, and to inform us of any changes. For additional information please refer to our Terms & Conditions.
Always have furniture pads available for your load. A general estimate is one dozen pads per 5' of space. However, this estimate should be adjusted to fit your needs. If your entire rental truck will be filled with furniture you should likely double the amount of pads normally required. For more information review these moving guides: Moving Guide: Furniture Blankets (Part 1) | Moving Guide: Furniture Blankets (Part 2)
Appropriate Amount of Space
Moving labor companies do not provide on-site visual survey estimates (Why?) like a full-service moving company. We base our estimates and crew sizes on other factors, notably the amount of space we have to work with. Because we do not provide weight assessments and we do not determine the space needed to complete your move, it is the customers responsibility to ensure that enough space is available to complete their load.
Rope and Tie Downs
While many of our movers carry rope as a normal inventory item, not all do. Rope and tie downs are not part of our mandatory equipment and the customer should always have them available just in case. For more information read, What Supplies Should I Provide for my Self Move?.
28' You Load, We Drive Trailers
If you are using an ABF U-Pack trailer or a freight company that provides a 28' trailer you should always provide e-track straps for the movers who are loading the truck. 28' freight trailers provide minimal protection for your household items due to their spring ride suspension and tend to result in shifting. We recommend that you review our moving guide discussions on ABF U-Pack trailers.
While we recommend the use of used moving supplies and boxes as a green initiative, there is a point when boxes become overused. This is apparent when the structure of the box is worn to the point where it doesn't provide a sufficient foundation. Additionally, flat screen TV's and other specialty care items should be properly prepared. For more information please review these moving guides: How to Find Affordable Packing Supplies | Packaging Options for Flat Screen TV's.
Customers who require service in a large metropolitan area, apartment complexes, high rises or similar locations should be knowledgeable about the site conditions. This includes looking into the requirements for parking permits, reserved elevators and approval from HOA's and managers. By reviewing any potential moving day issues ahead of time you will allow our movers to complete your load, unload or furniture move in a timely manner without delays.
It is the customer's responsibility to make arrangements for the protection of wood floors, carpet, walls, doorways, doors and similar property. Although every precaution possible will be taken to avoid damaging any household property, the responsibility for providing the necessary materials lies with the customer. Protective materials such as floor runners and carpet masks can be obtained from a local moving supply store or from an online supply store. Related: How to Protect your Floors and Carpet on Moving Day
Elite Moving Labor is licensed by the State of Florida Division of Consumer Services, our license number is MB88. We are a BBB Accredited company. Need more information? Visit our 'About Us' section or contact Customer Support at (888) 354-8303 for help with your questions.
The customer is never liable for any injury to our movers that occurs as a result of normal household goods movement. When required by law, our movers are covered by Workers' Compensation. Because the requirements for Workers' Compensation differ from state to state, we contractually relieve the customer of liability for injury regardless of whether or not a Workers' Compensation policy is held in your state.
A moving company that does not provide transportation is not required to provide any type of insurance or valuation coverage. However, we believe that a professional moving service should have some level of liability for the services provided. Therefore, we voluntarily abide by federal tariff laws to provide basic Released Valuation coverage on all moves, the same coverage that a full service moving company must provide. This is a default coverage of up to $0.60 per pound for damage to household goods caused by the movers while on location. This coverage is not insurance and is not value based.
There are at least five segments to every move: Packing, Loading, Transport, Unloading and Unpacking. Full service moving companies can provide a wide range of insurance options because they generally handle all five segments, ensuring that each item is inventoried and handled directly by their movers. Moving labor is different because we generally only provide services for one or two of the segments, most commonly loading and unloading. Because we do not provide transportation we can never oversee all five segments or maintain possession of your household goods for the entire move.
Moving labor companies do not transport your items and, as a result, do not maintain possession of your items for the entire move. Because of this our liability for damages is limited to our time on site, once we depart your location we no longer have any liability for damages reported after the fact.
Full service movers (moving companies that also transport) are required by the Department of Transportation to provide customers with the ability to purchase additional insurance coverage's. Because moving labor companies do not provide transportation we cannot provide additional coverage options. However, there are several types of insurance that may be available to you for your DIY move:
- Homeowners and Renters Insurance: These coverage's (notably homeowners) typically will cover damage that occurs during transit. It is recommended that you speak with your insurer to confirm the details of coverage
- Third Party Insurers: There are insurance companies that will sell a policy specifically to cover household goods during a move. It is important to note that these policies tend to have a lot of exclusions and should be thoroughly reviewed before purchasing
- Insurance from Truck Rental / Portable Storage Companies: Most truck rental, storage container and transportation companies will provide insurance options for your items. These insurance coverage's typically insure your household goods against loss due to fire and other natural events. Review the details of each insurance option directly with your transportation company before purchasing
Understanding the exclusions list will help you better prepare for your move. In addition to the list, we have also provided additional information for each item to help you understand why the items are excluded.
Any item not recorded on our work order before we depart your location
Why Because we do not transport any items, once the shipment leaves our possession we cannot be liable for any damages. You have the right to inspect all items prior to the departure of our moving labor crews. Any damaged items that are not excluded from coverage
Similar to traditional moving companies, any items that were packaged by the customer and not by our movers cannot be covered
Why We cannot be sure how the box, crate or bin was packed and if it was packed correctly. Further, many boxes are used several times and their structure may not be adequate to prevent damage.
Household property such as wood floors, carpet, walls, doors and similar
Why As discussed in "Your Responsibilities" above, the customer is required to prepare and prep these items against damage.
Particle board furniture
Why Generally cheaper items, particle board is prone to damage when moved. Think "Ikea" style furniture. These items are not covered because of the poor quality of the material and the likelihood that damage will occur even when properly handled.
Any damage to furniture when proper padding/blankets were not provided
Why As explained above, hiring professional movers is only half the battle. Furniture pads are extremely important in ensuring that your items are packed safely for transport. If you fail to provide furniture pads it is very likely that some of your items will be damaged during the move. If an adequate amount of pads are not provided by the customer during the load we will not be responsible for any damage, even while on site.
Special care items or high value items without proper packaging and preparation
Why The best example of these items are flat screen TVs. Traditional moving companies will require you to crate these items before shipment to remove their liability. We will move these items without packaging or crating at the customer's request, however we will not insure any of these items unless they are packed and/or crated appropriately.
Pool tables, pianos, tanning beds and high value items
Why While we do move many different types of heavy items (when our heavy items policies are met), that does not mean we specialize in them. For these items you should hire a company that specializes in the item, such as piano movers, pool table movers, gun safe movers, etc. A specialty company will have the appropriate training and equipment for these items.
Vehicles, motorcycles, riding lawn mowers and similar
Why These are not standard household items. It is the customer's responsibility to load and secure small motorized vehicles.
Items the customer helps with
Why Our slogan is, "Your Move, Our Movers". Simply put, our movers will provide as much or as little help as you need. If the customer wishes to assist in the movement of any item they may, however, if that item is damaged while being moved it would be exempt from coverage.
Furniture which cannot be moved safely or without damage to the home
Why From time to time we will be asked to move furniture in/out of a home that cannot be moved without damage to the item or the property. This may be because the item is too large to fit through the doorway, hallway or stairwell but may also be a result of other situations. For example, washers and dryers typically have "feet" the jut out from the bottom. When moving a washer or dryer in a home with vinyl flooring it's nearly impossible to avoid ripping the vinyl floor. As you might imagine there are hundreds of potential scenarios that may fall into this exemption category. In a situation where we are absolutely certain damage will occur, we allow you approve the movement with a signed liability waiver. In a situation where the item may cause injury in addition to property damage it is ultimately up to the supervisor to determine how to proceed.
Items that we assemble or disassemble
Why Our movers provide standard assembly/disassembly services for common household items (beds, mirrors, etc). These items are considered common and necessary throughout a normal move and do not require advanced knowledge or special tools. While most items will be taken apart or put back together without issues, we cannot assume responsibility for a service that we provide as a courtesy.
Electronics such as gaming consoles, computers, stereos, tablets, etc
Why Most of these items will typically be packed by the customer which is excluded from coverage. Further, we do not assess the working condition of electronics before moving them. Therefore, we cannot know for certain whether or not the item was in working condition prior to the move.
Despite the long list of exclusions and limitations, we do provide coverage for items that we knowingly, and without dispute, damage. Any item(s) damaged during the move must be listed on the work order prior to the completion of your move. Any item(s) not listed on the work order are not eligible for coverage. Released Valuation coverage will be provided to all items dropped or damaged on site while in the possession of our movers, assuming they do not meet any of the exclusions above.
Remember, Released Valuation covers up to $0.60 per pound per item. Factors such as condition of the item and depreciation may reduce the amount of compensation ultimately paid.
Any covered damage that occurs, while the movers are on site, must be submitted to the company that provided moving services.
- Make sure that the broken or damaged item(s) are listed on your work order before the movers depart the site.
- Contact the moving company that provided services directly and inform them of the damage. They will advise you of their claims process and, if necessary, provide you with paperwork to be completed.
- If you do not have the company contact information we will be happy to provide it to you. Please contact EML Customer Support at (888) 354-8303 to obtain this information.
Assuming the steps above were followed correctly and the damaged item(s) are not excluded, the moving company that provided services will have the option to repair the damaged item or compensate you in accordance with Released Valuation. The option of repair versus compensation is at the sole discretion of the moving company.
The company may have relationships with repair companies and will have sole authority to choose the company of their choice. Although you may request your own repair estimates be aware that costs associated with estimates or repairs will not be covered unless pre-approved by the company. Requests for reimbursement for unauthorized estimates or repairs will be denied.
If the company opts for compensation instead of repair, a payment will be made to you based on the weight of the item, its condition and depreciation, up to $0.60 per pound. It is important to remember that Released Valuation is a basic coverage and will not cover the full replacement value of your damaged item(s).
Elite Moving Labor facilitates, coordinates and supports an average of 25,000 moves each year. All moves are serviced by third-party, independent moving companies that are under contract with us. These moving companies must pass a rigorous application process and their performance is continually monitored and tracked through our proprietary software. It is because of our dedication to providing you with professional, affordable and reliable moving labor help that we have a 98% customer satisfaction rating.
As with every moving company, however, damage will occur and claims will be necessary. While EML cannot handle your claim directly, our team is dedicated to assisting you with this process to help make it as smooth as possible through the following roles:
- Keeping the lines of communication between you and the servicing company open
- Ensuring that your claim is reviewed and responded to by the servicing company
From September-April please allow 3 business days.
Because every servicing company is an independent moving company, they also have their own independent claims and investigation process. Legally, Elite Moving Labor cannot:
- Review or process your claim directly
- Interfere with the claims process of the servicing company
- Overturn the decision of the servicing company
In the event that you do not agree with the outcome of the claims process you should appeal directly to the servicing company or the insurance company that handled the claim. Other options include contacting the BBB or an outside arbitrator in the area that the company provided service. Remember, EML does not have the authority to change, reopen or overturn the decision of the servicing company.
For additional information please visit the Disputes section of our Terms & Conditions.