Consumer Information

General Requirements

The Federal Motor Carrier Safety Administration’s (FMCSA) regulations protect consumers of interstate moves and define the rights and responsibilities of consumers (shippers) and household goods carriers (movers).

Your household goods carrier gave you this information to explain your rights and responsibilities as an individual shipper of household goods. Your primary responsibilities are to ensure that you understand the terms and conditions of the moving contract (bill of lading), and know what to do in case problems arise.

The primary responsibility for protecting your move lies with you in selecting a reputable household goods mover or household goods broker, and making sure you understand the terms and conditions of your contract and the remedies that are available to you in case problems arise.

Regulations and Interstate Transportation

FMCSA’s regulations apply to motor carriers that engage in the interstate transportation of household goods and brokers that arrange for such transportation. These regulations require your mover to perform certain services and provide you with specific documents. The regulations only apply to your mover when the mover transports your household goods by motor vehicle in interstate or foreign commerce — that is when you move from one State to another or internationally.

The regulations do not apply when your move takes place within a commercial zone or between two points in the same State.

Legitimate Movers and Brokers

Legitimate movers and brokers are registered with FMCSA to engage in interstate operations involving the interstate transportation of household goods. A legitimate mover explains whether they are a broker or a mover. A household goods broker arranges for the transportation of your shipment but does not provide line-haul transportation. A household goods mover actually transports your shipment.

Household goods brokers or movers must provide you with basic information before you move. You should expect to receive:

• A written estimate
• The “Ready to Move” Brochure (or a web link, if you prefer)
• Information about the mover’s arbitration program
• Written notice about access to the mover’s tariff
• The process for handling claims
• The booklet, “Your Rights and Responsibilities When You Move” (or a web link, if you prefer)

You should avoid brokers and movers that are not registered with FMCSA, refuse to perform a physical survey of your household goods, and require cash only transactions.

You can determine if your broker or mover is registered with FMCSA by visiting www.protectyourmove.gov, or calling FMCSA at (202) 366-9805 for licensing and (866) 637-0635 for insurance information.

Customer’s Responsibilities

As a customer, you have responsibilities both to your mover and yourself. They include:

• Reading all moving documents issued by the mover or broker.
• Being available at the time of pickup and delivery of your shipment. If you are not available you should appoint a representative to act on your behalf.
• Promptly notifying your mover if something has changed regarding your shipment (i.e., move dates, additional items).
• Making payment in the amount required and in the form agreed to with the mover.
• Promptly filing claims for loss, damage or delays with your mover, if necessary.

Estimates

The two most important things to understand for your interstate move are: the types of estimates offered and the mover’s liability in the event of loss or damage. Movers offer different types of estimates — binding and non-binding. The type of estimate you select determines how the charges for your shipment will be calculated.

FMCSA requires your mover to provide written estimates on every shipment transported for you. Your mover’s verbal quote of charges is not an official estimate since it is not in writing. Your mover must provide you with a written estimate of all charges including transportation, accessorial and advanced charges. This written estimate must be dated and signed by you and the mover.

If you are moving from a location within a 50 mile radius of your mover’s (or its agent’s or broker’s) place of business, the estimate must be based on a physical survey of your household goods, unless you waive this requirement in writing before your shipment is loaded.

You and your mover may agree to change an estimate of charges based on changed circumstances, but only before your shipment is loaded. Your mover may not change an estimate after loading the shipment.

Never sign a blank or incomplete estimate. Movers may not require you to sign blank or incomplete estimates.

Binding Estimates

A binding estimate guarantees that you cannot be required to pay more than the amount on the estimate. However, if you add additional items to your shipment or request additional services, you and your mover may: agree to abide by the original binding estimate, negotiate a new binding estimate, or convert the binding estimate into a non-binding estimate.

If the mover does not give you a new binding estimate in writing, or agree in writing to convert the binding estimate to a non-binding estimate before your goods are loaded, the original binding estimate is reaffirmed.

If there are unforeseen circumstances (such as elevators, stairs, or required parking permits) at the destination, the mover can bill you for these additional expenses after 30 days from delivery. Charges for services required as a result of impracticable operations are due at delivery, but may not exceed 15 percent of all other charges due at delivery; any remaining charges will be billed to you with payment due in 30 days.

If you are unable to pay 100 percent of the charges on a binding estimate, your mover may place your shipment in storage at your expense until the required charges (including the cost of the storage) are paid.

Non-Binding Estimates

A non-binding estimate is intended to provide you with an estimate of the cost of your move. A non-binding estimate is not a guarantee of your final costs, but it should be reasonably accurate. The estimate must indicate that your final charges will be based upon the actual weight of your shipment, the services provided, and the mover’s published tariff.

A non-binding estimate must be in writing and clearly describe the shipment and all services provided. Under a non-binding estimate, the mover cannot require you to pay more than 110 percent of the original estimate at the time of delivery. This does not excuse you from paying all of the charges due on your shipment. The mover will bill you for any remaining charges after 30 days from delivery.

Your mover must give you possession of your shipment if you pay 110 percent of a non-binding estimate or 100 percent of a binding estimate, plus 15 percent of the impracticable operations charges (if applicable). If your mover does not relinquish possession, the mover is holding your shipment hostage in violation of Federal law.

Refund Policy for Various Payment Methods

Check and E-Check Payments

• Clearance Period: All checks, including e-checks and paper checks, are subject to a clearance period of 7–10 business days. Refunds will not be processed until the funds have successfully cleared.
• Refund Initiation: Once the clearance period is complete and the funds have been verified, Triple Crown Moving Systems will initiate the approved refund.
• Case-by-Case Exceptions: While the 7–10 business day clearance period is standard, exceptions may be made on a case-by-case basis, subject to management approval.

Wire Transfers

• Clearance Period: Wire transfers are subject to a 3–5 business day clearance period.
• Refund Initiation: Refunds for wire transfers will be initiated after the clearance period and upon approval.

Refund Delivery

Prior to issuing any refund, Triple Crown Moving Systems will contact the customer to confirm a valid mailing address. The customer must provide this information for the refund to be processed.

By making a payment to Triple Crown Moving Systems, you agree to this refund policy.

Your Mover’s Liability and Your Claims

In general, your mover is legally liable for loss or damage that occurs during the transportation of your shipment and all related services identified on the bill of lading.

All moving companies are required to assume liability for the value of the household goods they transport. However, there are two different levels of liability that apply to interstate moves: Full (Replacement) Value Protection and Waiver of Full (Replacement) Value Protection — Released Value. It is important you understand the charges that apply and the amount of protection provided by each level.

Full (Replacement) Value Protection

This is the most comprehensive option available to protect your household goods, but it will increase the cost of your move. Your shipment will be transported at this level of liability unless you waive Full Value Protection.

Under Full Value Protection, if any article is lost, destroyed or damaged while in your mover’s custody, your mover will, at its option, either (1) repair the article to the extent necessary to restore it to the same condition as when it was received, or pay you for the cost of such repairs; or (2) replace the article with an article of like kind and quality, or pay you for the cost of such a replacement.

The minimum level for determining the Full Value Protection of your shipment is $6.00 per pound times the weight of your shipment. Your mover may have a higher minimum value or you may declare a higher value for your shipment (at an additional cost).

Under this option, movers are permitted to limit their liability for loss or damage to articles of extraordinary value, unless you specifically list these articles on the shipping documents. An article of extraordinary value is any item whose value exceeds $100 per pound (for example, jewelry, silverware, china, furs, antiques, oriental rugs and computer software). Ask your mover for a complete explanation of this limitation before your move.

Waiver of Full (Replacement) Value Protection (Released Value of 60 Cents Per Pound Per Article)

Released Value is minimal protection; however, it is the most economical protection available as there is no charge to you. Under this option, the mover assumes liability for no more than 60 cents per pound, per article. For example, if a 10 pound stereo component valued at $1,000 were lost or destroyed, the mover would be liable for no more than $6.00 (10 pounds x $0.60). You should think carefully before agreeing to such an arrangement.

Third Party Insurance

If you purchase separate third party cargo liability insurance from, or through your mover, the mover is required to issue a policy or other written record of the purchase and to provide you with a copy of the policy or other document at the time of purchase. If the mover fails to comply with this requirement, the mover is liable for any claim for loss or damage attributed to its negligence.

Shipments transported under a mover’s bill of lading are subject to arbitration in the event of a dispute over loss or damage claims. However, disputes with third party insurance companies might not be subject to arbitration as those companies are not within the jurisdiction of the FMCSA. Third party insurance companies are subject to the regulations of the States in which they are licensed.

Reducing Your Mover’s Normal Liability

The following are some actions that may limit or reduce your mover’s liability for loss or damage to your household goods:

1. Your acts or omissions cause the loss or damage to occur. For example, improper packing of containers you pack yourself do not provide sufficient protection or you include perishable, dangerous, or hazardous materials in your shipment without your mover’s knowledge. Federal law forbids you to ship hazardous materials in your household goods boxes or luggage without informing your mover.
2. You chose the Waiver of Full Value Protection — Released Value level of liability (60 cents per pound per article) but ship household goods valued at more than 60 cents per pound per article.
3. You declare a value for your shipment which is less than the actual value of the articles in your shipment.
4. You fail to notify your mover in writing of articles valued at more than $100 per pound. (If you do notify your mover, you will be entitled to full recovery up to the declared value of the article or articles, not to exceed the declared value of the entire shipment.)

Loss and Damage Claims

Movers customarily take every precaution to make sure that while your shipment is in their possession, no items are lost, damaged or destroyed. However, despite the precautions taken, articles are sometimes lost or destroyed during the move. You have the right to file a claim with your mover to be compensated for loss or damage.

You have 9 months from the date of delivery (or in the event of loss for the entire shipment, from the date your shipment should have been delivered) to file your claim.

The claim must be submitted in writing to your mover or to your mover’s third party company for claim processing. After you submit your claim, your mover has 30 days to acknowledge receipt of it. The mover then has 120 days to provide you with a disposition. The mover might be entitled to 60-day extensions if the claim cannot be processed or disposed of within 120 days.

Delay Claims

Delay claims are processed when you have contracted with your mover for guaranteed service for pickup and delivery. Your mover will outline on the bill of lading any penalty or per diem entitlements when there is a pickup delay and/or delivery delay.

Moving Paperwork

Do not sign blank or incomplete documents. Verify that the documents are complete before you sign them. The only information that might not appear in your moving paperwork are: the actual weight of your shipment, in the case of a non-binding estimate, and unforeseen charges that occur in transit.