for Long & Foster Valued Customers

Movers On Stairs

Your Practical Guide for a Successful Move

Information and guidelines for household goods customers moving from one state to another (interstate) and within a single state (intrastate). Select a topic:

Planning Your Move

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Your Customer Service Representative

We want your move to be the best ever! That's why we have assigned an Alexander's customer service representative (CSR) to be your personal move coordinator throughout your relocation. Your CSR will assist you with planning the details of your move, communicating move policy information about your household goods and answering any question you have. This person is your Alexander's contact. 

Your Move Begins With a Pre-move Survey

At this point, an Alexander's or Atlas surveyor makes an appointment to visit you. During this thirty-to-sixty-minute interview, it is important for you to be present and show the surveyor everything that will be included in the move. Items that we will be picking up from a storage unit or another location need to be included in this discussion. We will be using the results of our survey to estimate the weight and packing requirements, identify special service needs and access logistics for your move. We also use this time to review your responsibilities during the move process and discuss your needs and concerns.

The surveyor is not able to estimate the actual cost of your move and cannot set the dates of your move at this appointment. following the survey, your CSR will contact your to discuss the result of the the interview and set packing and loading dates, if these have not already been arranged.

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Your Responsibilities at Origin

It is very important that you are present during the packing and loading of your household goods. Do not plan to travel on that day. The driver will have a number of questions for you and will need you to complete important paperwork to release your property into our custody and care.

Advise your customer service representative (CSR) of any changes since your last survey was performed. Did you add or eliminate any items?

We CANNOT move these items...

  • jewelry
  • coin collections, stamp collections or other valuables
  • aerosols
  • paints
  • perishables
  • combustibles or flammables
  • butane/propane, butane/propane containers
  • ammunition
  • cleaning agents

 

More Key Responsibilities at Origin

  • We cannot transport any liquids if their containers have been opened. All liquids must also be transported in their original containers.
  • Identify items you do not wish us to handle. We suggest placing them in an empty closet or bathroom and instructing the movers not to pack this area.
  • Disconnect computers, stereos, electronics and remove the cartridges from your printers. provide the original cartons if they are available and are in good condition.
  • Remove items stored in crawl spaces, attics and remote spots. Collect them in an easily accessible area. Failure to do this will result in additional charges.
  • Disassemble pressboard furniture. We cannot do that for you.
  • Allow refrigerators and freezers to defrost for at least 24 hours and thoroughly dry the interiors. Dispose of foods and perishables. In most cases they cannot be moved with your goods.
  • If your goods are going into storage, consider what to send to your temporary residence and what should be stored. Storage items are not easily accessible and requests for access will incur fees.
  • To ensure the safety and security of your goods, we do not recommend that you pack your own boxes. If you choose to do so, our driver has the right to inspect each carton to ensure the items can be safely transported.
  • Any items you disassemble at origin are your responsibility to reassemble at destination. We will disassemble most beds and bed frames.
  • Complete a final walk-through with the driver to ensure all items have been packed and loaded. Note any property damage on the inventories.

USDA - Don't Move the Gypsy Moth

USDA Japanese Beetle Quarantine

USDA Plant Health - Plant Pest Information

  • Plant Protection and Quarantine (PPQ) safeguards agriculture and natural resources from the risks associated with the entry, establishment, or speard of animal and plant pests and noxious weeds to ensure an abundant, high-quality, and varied food supply. Visit the United States Department of Agriculture, Animal and Plant Health Inspection Services website. Link to United States Department of Agriculture, Animal and Plant Health Inspection Services website: http://www.aphis.usda.gov/plant_health/plant_pest_info/index.shtml

Moving Your Car?

If we are moving your automobile, we will transport it inside the enclosed van with your household goods or on a car carrier. We will determine the best mode of transportation for your needs. The driver will inspect the auto with you at origin, noting any existing damage and the odometer reading on an auto inventory. Your signature on this inventory verifies this information is accurate. At destination, you will inspect the vehicle with the driver. He will ask you to sign a release and the inventory again. Remember...

  • the vehicle must be in operating condition with less than 1/2 tank of fuel;
  • you cannot ship anything inside of the car -- it must be empty except as equipped at purchase;
  • you should wash the auto just before the move date; and
  • provide the driver with a set of keys and the behicles's registration.

 

Moving Your Boat?

If we are moving your boat, there are important things you need to know about legal limits, paperwork, preparing for the move and more. If the boat is not properly prepared for shipment, it will be shipped "as is" and we will n ot accept responsibility for any resulting damage. To experience the best possible result, please read our publication about boat hauling.

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Your Responsibilities During Transit

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Be Available

Once your possessions are loaded and on their way, be sure you remain accessible for your customer service representative (CSR). In order to provide you with the best possible service. we must have a phone number to reach you during transit.

When to Expect Your Shipment

During the planning stages of your relocation, your CSR will have given you a delivery spread during which we will deliver your shipment. It is very important that you are able to accept your shipment at any time during that spread. The driver will contact you the day before delivery to set an exact time for his arrival. Be sure to arrange for parking, elevator or loading dock access if necessary.

Delivery spreads are needed for scheduling and cost efficiency purposes. When fully loaded, a moving van can hold up to three average-sized homes of furniture. This, combined with Department of Transportation requirements limiting the number of hours a driver can work each day, means that we cannot set an exact delivery date until the van is fully loaded and on its way to the destination.

If you want to check the status of your shipment or need contact information for your driver, your company may have arranged for you to access the shipment tracking section of our van line website. You will need your registration number available to check your shipment status in this manner. If you don't know your registration number, contact your CSR.

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Your Responsibilities at Destination

When the driver arrives at destination, he will give you copies of the inventories you signed at origin. Use these to check off each item as it is brought into your home. If you do not check off items, we cannot honor claims for missing items.

Unloading and Unpacking

The driver and crew will unload the truck and place furniture and boxes in any room you designate. We encourage you to have an idea of where you want to have the furniture placed before we arrive. We cannot rearrange items once they are placed in a room. On occasion, items that fit neatly into your previous residence will not fit into your new home without endangering the item or requiring structural changes to your home. In these instances you will be responsible for making arrangements or alterations as needed.

If your move includes unpacking services the crew will open boxes, unload contents and place them on the nearest flat surface. Unpacking does not include putting dishes away, hanging clothes or stocking linen closets. Those are maid services and we can make those arrangements if requested. Please remember that both unpacking and maid services may involve charges not covered by your company's relocation policy.

After everything is unloaded, the driver will complete a walk-through with you to ensure the delivery process met your needs. Use this time to note any missing items, damaged items, or property damage on the inventory.

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Storage and Storage-In-Transit

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Temporary and Permanent Storage

Shipments going into temporary storage are dubbed "storage in-transit" or "SIT" shipments. INTERstate shipments (shipments moving from one state to another) remaining in storage for longer than 180 days are considered to be in permanent storage. The conversion from SIT to permanent storage for INTRAstate shipments (shipments moving within a particular state) varies depending on the rules of the state. Also, some companies authorize varying time limits for storage. Your Alexander's customer service representative (CSR) will advise you of the rules applicable to your company and situation.

Regardless of which storage options you use, the important distinction between SIT and permanent storage depends on who is in charged with the responsibility for the care of your goods. Items considered to be in SIT remain the responsibility of the moving company tasked with actually moving your items. Those in permanent storage become the responsibility of the warehouse handling the storage.

Plan Ahead

Permanent storage rates are different than SIT rates. If you think you will have items in permanent storage, be sure to review the potential charges with your CSR. You should also be aware that a conversion to permanent storage will change your valuation. Again, discuss this with your Alexander's CSR.

It is important to realize that your goods may not be easily accessible while in storage. Plan ahead. Do not put anything into storage that you may need at this time. Be aware that you will be changed a handling fee each time you access your goods while in storage.

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Valuation (Transit Protection)

Valuation is the mover's term for transit insurance. It's purpose is to provide protection for you against any loss or damage. there are several types of valuation available to you. Your Alexander's customer service representative (CSR) will discuss these options with you.

High Value Items (High Value Inventory Form)

A high value item is an item generally considered worth more than $100 per pound of it's weight. For example, if a lamp weighs ten (10) pounds and is worth $1,000 or more, it is considered a high value item. Other items to consider for inclusion on the high value inventory form are china sets, computer equipment, photography equipment, pairs and sets. Movers are permitted to limit their liability for loss and damage to articles of extraordinary value unless the person moving specifically lists the article on the Statement of Customer Responsibilities/Items of High Value Inventory form and present it to the driver before packing begins. You should have receipts or written appraisals to support each item's value should loss or damage occur.

Several items are not covered under transit protection (valuation). Plan to take items such as jewelry, computer software, collections (coins, stamps, baseball cards, etc.), irreplaceables, currency, rare items, furs and important documents with you personally. Also, sets and pairs are often not covered. Please check with your customer service representative.

Please refer to Frequently Asked Questions for additional information on valuation.

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Claims

broken-plate

How to File a Claim

If you have a claim, the first thing you need to do is contact your Alexander's customer service representative (CSR). The driver or crew will not be able to assist you. Your CSR will need basic information such as the name of the item and its replacement cost. In some cases your CSR can settle the claim over the phone. In most cases, however, your CSR will forward the information to our in-house claims administrator, who will send you a claim form. It is your responsibility to complete the form to the best of your ability and return it. Once we receive the form, we will assign the appropriate repair firm and/or work out a settlement. Most claims are resolved within 30 days.

Time Limits for Filing a Claim

You have up to nine (9) months (270 days) after the final delivery to file an interstate move claim unless your goods were stored. If your goods are considered storage in-transit (SIT), you still have nine months from the date of delivery out of storage. If, however, your shipment converts to permanent storage, you time limit to file a claim will vary depending on the state in which your goods are stored. Please consult with your CSR for details.

If you store your goods in self-storage, all damage or loss must be noted upon delivery into the self-storage unit. You have up to nine months from the time of delivery to the self-storage facility to file the paperwork. You must resolve all claims before your goods are moved from self-storage.

The time frame to file a claim for an intrastate shipment varies by state. Your CSR will advise of the limits dictated by the laws of the state in which you live.

Please note: These time limits may differ depending on your company's relocation policies. Your CSR will provide you with alternative time limits, if applicable.

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woman-boxes

Debris Pick-ups

If a debris pick-up has been authorized by your employer, please contact your customer service representative (CSR) to schedule a date and time. This service is offered by Alexander's to assist you in completing your relocation. Please keep the following considerations in mind as you prepare for our arrival.

Important Considerations

  • A debris pick-up includes carrier-supplied materials only. Specifically, we can pick up flattened boxes and packing materials such as newsprint, paper pads and wardrobe bars.
  • Separate these items from household trash. Our crews cannot sort through trash.
  • Store debris in a dry area. Since the pick-up will be handled by a moving van similar to the one that handled your household goods, and since the van may have another shipment already loaded on it, we are unable to pick up wet debris.
  • We encourage you to be certain that you are prepared before scheduling a debris pick-up appointment. Normally your company authorizes only one.
  • Your debris pick-up will typically be scheduled within seven days of your request. If your debris is not properly prepared for pick-up at the time of our arrival, we will be unable to perform this service and cannot reschedule unless your company authorizes the additional charges.

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Know Your Paperwork

paperwork

Important For Your Protection

Throughout the process of moving your household goods you will be asked to complete and sign a number of forms. Please review each form and document carefully and be sure you understand its purpose. Contact your Alexander's customer service representative (CSR) with any questions you may have about any paperwork.

Some of the Most Common Forms and Documents Include...

Inventories These forms are used to list every item you are entrusting to our care. You will receive a copy at destination. Check off each item as it is delivered to ensure that each item is received. You should also list any obvious damage on these forms as items are being brought into your new home.
High Value Inventory "Statement of Customer Responsibilities/Inventory of Items of High Value". This form is used to list any item with a value of more than $100 per pound. A lamp, for example, worth $3,000 that weighs only 10 pounds ($100 x 10 lbs. = $1,000) should be listed on this form.
Bill of Lading This is the form that you must sign to place your possessions in our care. You will be asked to read and sign it before the truck leaves origin.
ASPOD "Additional Services Performed at Origin/Destination Service & Delivery Report." This sheet lists the special services that we completed as part of your move. These services typically include disconnecting washers and dryers, dismantling water beds and hot tubs, etc.
Packing Service Report This form lists each carton utilized during your move and specifies any packing and/or unpacking services we provided utilizing these cartons.
Customer Feedback Form After your move is complete, you will receive an email with a link to our customer feedback form. Please take a few moments to complete the brief survey. Your feedback is invaluable.

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Helpful Hints

Be present for the survey.

If you are not able to be present, select some to act on your behalf. Make sure this person is familiar with your move plans and can answer any questions.

Think ahead.

Be prepared to show the surveyor everything you are going to move. This includes items in attics, under beds, in sheds, and at remote storage locations or other family or friends' homes.

Investigate local moving regulations or possible restrictions.

Find out from your local authorities if any moving regulations exist such as restricted parking or access to your home. You are also required to make arrangements for parking. If you live in an apartment or condo, you may be required to move only on certain days of the week at certain times, or your property management company may required you to reserve an elevator or loading dock.

Discard and donate.

Start thinking about disposing of items you don't need or don't want to take with you to the new location. They will only increase the weight of your shipment, which eventually increases moving costs.

Keep important items at hand.

Don't forget to take items you will need in transit with you such as airline tickets, passports, vaccination information, tax papers for school enrollment, home closing documents, prescriptions, mobile phone and device chargers, etc. We suggest you set aside a special carton for these items and label it "DO NOT LOAD."

Be available.

Professional packing and loading varies in time. Make yourself available throughout the entire process. Make arrangements for your pets to be out of the way during this time.

Consider immediate needs at destination.

Set aside a carton for items you want unloaded first, like a child's favorite toy, bathroom products, etc.

When belongings must be split up.

Segregate or designate items for delivery to a temporary residence.

One final sweep...

Perform a final walk-through of the interior and exterior of your home with the driver after loading is complete. This ensures nothing was left behind. Alexander's is not responsible for items left behind after you have signed the required paperwork.

Double-checking is a good thing.

Make sure you've finished unpacking before you file a claim for a missing item. Many times items are found during the unpacking process. Do not throw away broken items until you've spoken with your Alexander's claims representative.

Safety and Security are Important

The safety of you, your family, and your belongings are of utmost concern to Alexander's Mobility Services. Download our publication "Your Safety and Security" PDF (327 Kb) which covers

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