Raising a problem or a claim

First: say it before the crew leaves

This is the single most useful thing on this page. A scratch, a missing bolt, a piece in the wrong room, a wobbly reassembly: most of it is fixed in the ten minutes before the truck pulls away, and almost none of it is that easy a week later.

That is why the end-of-job walkthrough matters. Walk the truck, walk the house, open the fragile boxes that you care about, and check the pieces that were taken apart and put back together. If something is off, say so to the crew lead there and then, and do it before you sign off.

Nobody is going to take it badly. A problem raised on the spot is a problem someone can still do something about.

If you find it after we have gone

Plenty of things only surface during unpacking, and that is normal. Get in touch as soon as you find it rather than waiting until you have a full list, because the age of a report affects how much can be done with it.

Call (631) 256-4498 or email hello@wearemoovers.com. Say up front that it is about a completed move, and give the move date and both addresses so the job can be pulled up while you are still on the phone.

What to document, and document it now

Whatever the outcome, a well-documented report gets handled faster than a described one. Do this part before you tidy up.

• Photograph the damage twice: one wide shot showing the item in the room, one close shot showing the damage clearly.
• Photograph the box it came in, including the label and the box number if you numbered them, and the packing material inside it.
• Do not throw away the box, the packing or the damaged item until the report is settled.
• Write down the move date, both addresses, and roughly when in the day it happened if you know.
• Note the item properly: what it is, its age, and what it would cost to repair or replace, with a link or receipt if you have one.
• Dig out any photo you already had of the item beforehand. A before photo is the strongest evidence there is.
• For a missing item, note where it was last seen, which room it was packed in, and whether it was packed by you or by the crew.
• Keep your paperwork: the estimate, the bill of lading, and the inventory if anything went into storage.

How to file it

• Email hello@wearemoovers.com with a subject line that says what it is, for example: claim, your surname, and the move date.
• Put the essentials in the first paragraph: move date, both addresses, the item, and what happened.
• Attach the photographs rather than describing them, and keep the originals on your phone.
• Say clearly what outcome you are asking for: repair, replacement, or something else.
• Give a phone number and the times you can actually take a call.
• If you would rather do it by phone, call (631) 256-4498 and follow up with the photographs by email afterwards, so there is a written record on both sides.
• Confirm whether there is a formal claim form, where it lives, and whether claims should go to a specific address rather than the general inbox.

What happens once it is filed

The honest version, without a policy invented around it. A claim is reviewed against the paperwork for your job: the estimate, the bill of lading, the inventory, the crew's notes and anything recorded at the walkthrough about pre-existing damage. That is why the walkthrough at the start of the day is worth taking seriously.

Someone may want to see the item in person, or ask for extra photographs, before anything is decided. Resolutions generally take one of a few shapes: repair, replacement, or a settlement. Which one applies depends on the item and on the level of valuation recorded for your move, which is explained on our licenses and credentials page.

Confirm the actual claims process: the window for filing, who reviews it, the target timeframe for an acknowledgement and a decision, and how a customer escalates if they disagree with the outcome.

Feedback that is not a claim

Not everything that needs saying is a complaint, and the other kinds are worth sending too.

• A crew that did well, named. It is the only way it gets back to them.
• A part of the process that was confusing or badly explained. That is a fixable problem and we would rather know.
• Something you wish you had been told before the day, so the next person is told it.
• A suggestion about the quote, the paperwork or the communication in between.
• If it went well overall, the most useful place to say so publicly is on a review platform, which our reviews page covers.
• Anything on this list can go to hello@wearemoovers.com. It is read by a person.