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Customer Service - Before Your Move Our goal is to make your move as smooth as possible. If you have any questions about the following information or any aspect of your move, please contact your corporate moving consultant or our staff in Charlotte, Raleigh, or Goldsboro, North Carolina. We look forward to serving you. Thank you for choosing Security! Areas covered are:
Bill of Lading – this is the formal written contract between you and the carrier. It defines valuation, terms and conditions, pickup and delivery dates and other valuable information that governs your move. Please make yourself familiar with both the front and back of the Bill of Landing and always ask about anything you don't understand. Valuation – this is the protection you (or your company) may select for your goods while they are in our possession. This is not insurance, as no policy is issued. It is important for you to note that once the carrier begins packing your shipment, you can not change your valuation selection. This valuation will stay the same throughout your entire move, even if your shipment goes into storage. For your own protection, you must enter your choice in your own handwriting on the Order for Service (for interstate moves) or on the Bill of Lading (for local or intrastate moves). There are several types of valuations to choose from. They are:
For interstate moves - $5.00 per pound x the weight of the shipment or a minimum of $10,000. The carrier has the optio to repair or place, whichever is less. There is a charge for this option. Deductible options are as follows: Inherent Vice – applies to computers, clocks, stereos, TV’s, appliances, etc. In the absence of evidence of improper handling (carton damage) or external (physical) damage, mechanical, electrical or electronic malfunctions are specifically excluded from the carrier’s liability as these types of items have an indeterminable service life and are susceptible to parts failure at any time. Also changes in climate may effect their performance. Descriptive Inventories – This is one of the most important documents in your move. It is used to list the articles being shipped as well as their condition. Your signature states that you are in agreement and that the list of items is your entire shipment. By law, you are responsible for checking off all the items in your shipment when they arrive at your new home. The Inventory Control Form (Bingo Sheet) makes this easier. You may choose not to check in your shipment, but in the event you file a claim, it will be harder to prove an item was lost or damaged. Whether you check in your order using the "Bingo" sheet or the Inventory sheets, "failure to document shortages, losses or damages at time of delivery, shall constitute a basis to deny any claim filed." High Value Inventory (HVI) – For your protection you will want to use the HVI form to list all of the items of extraordinary value that you plan to ship. High value items are defined as having a replacement cost of more than $100 per pound per article. It is your responsibility to substantiate the value of these items (appraisals, insurance policies, receipts, etc.). You must complete and sign the HVI, as well as show the items to the packing crew leader the day of your packing. Should there be no articles you wish to claim as HVI, write "NONE" on the HVI form and sign at the bottom. At destination, these items will be delivered to you for inspection. After you and the van operator examine each item (open boxes), you will again sign the HVI. Safeguards – You may be asked to sign one or more safeguards on the day of packing, please read these carefully before you sign them. Your signature states that you are aware of the statements and are in agreement. Claims – Our goal, of course, is to deliver your shipment in the exact same condition in which it was received. However, there may be times when something might go wrong. We hope you won’t need to file a claim, but if you do, there are certain steps you must take to insure an accurate and speedy settlement. If you need to file a claim, please call our office immediately at 1-800-521-1993. Also review our section: Customer Service - After Your Move. For claims where your move is entirely in North Carolina: If any part of your move was outside North Carolina , call our claims office at 800.521.1993 and we will be happy to mail a claim from to you. (You will not be mailed a claim form unless your request one.) Verbal statements to the crew and/or damages noted on the paperwork (while very important) will not insure that a claim form is sent to you. Claims for household goods: You have nine months from the day of delivery to file a claim. Your claim must be filed in writing - a verbal statement to the crew or documentation on the delivery forms does not qualify as filing a claim. Do not throw anything away or get anything repaired - we must be allowed to inspect any items claimed as damaged. Claims for property/residential damage: Since this type of damage can occur at any time (by any one), property and/or residential damage must be brought to the attention of the crew at origin or destination (wherever it occurs) and must be documented on the paperwork. Failure to document damages may constitute a basis for denial. |
