Terms of Service

——Our Terms of Service——

Estimate 

The estimate given by Milestone Moving Services (“MMS”) is created by using the details communicated by the client over the phone or email, and through our extensive experience in assessing comparable moves. No flat rates or “do not exceed” amounts are included in estimates. Most of our moves are finished within an hour or so of the estimated time. However, Since every move is unique, a move may take longer than the estimate in some circumstances. It depends on the total amount of the client’s possessions. Other multiple factors can influence the overall time such as how well the client’s belongings are packed, how many stairs there are, and how long the walks are. Finally, how accurate the client is in delivering this information plays a vital role. Traffic, weather, and other “acts of god” may also have a significant impact on the final time.

When our crew arrives for a move, they will assess the situation and let the client know if they see the move requiring more movers than predicted. If so, in order to safely and efficiently move the customers belongings, we reserve the right to send in additional manpower (very rare and subject to availability). See below for the corresponding fee schedule:

-$40 each additional mover. Two hour minimum is required in order to stay cost effective.

Charges

All moves are subject to a two hour minimum charge, and an hourly rate thereafter. The clock starts after the initial walk-through and remains on for the loading, driving to next location, and unloading. The overage is pro-rated in 15 minute increments with the seven minute mark being the limit at each increment to round down. (example: two hours and thirty-seven minutes gets billed at two and a half hours). If a lunch break is taken, it must be documented on this contract, and the time will be deducted from the total hours. The customer reserves the right to stop the company at any moment before completion of the move in order to pay for time served. The Customer agrees that, upon completion of our services they shall sign the work order showing the total amount of hours worked and total balance due. Doing so shall constitute irrevocable authorization to charge your credit card for the balance indicated. There shall be absolutely no refund with respect to any amount released.

Exceptionally Large or Heavy Items

It is imperative that the Customer make MMS aware of any items in excess of 300 pounds (most major appliances are under 300 pounds), as well as the access conditions associated with these items. This is so MMS can be prepared with the necessary equipment and adequate “manpower”. In such a case, MMS reserves the right to send additional workers to assist with the item at reasonable rates. If adequate “manpower” is not available, MMS reserves the right to not move the item if it might result in a dangerous situation. If movers feel the exceptionally large or heavy item may cause damage in being moved, they will notify client of this possibility. If customer agrees, MMS will be as careful as possible, but is not responsible if any damage does occur to that item or walls, door frames, and the like. If customer does not agree, MMS will not move that item. MMS can typically move upright pianos for an extra fee, but does not currently move baby grand or grand pianos, and does not typically move any pianos up or down internal stairs.

Rescheduling

MMS reserves the right to reschedule the move at a time agreed upon with the client, in the case of unforeseen circumstances that might make the move hazardous to the client’s possessions or our workers, including but not limited to, snow, ice, rain, acts of terrorism, and acts of God.

We do not charge any rescheduling fee. However, we kindly ask our customers to let us know in advance regarding any changes to the job schedule. One thing to check is that your buildings don’t have any move date/time restrictions, or elevator restrictions. If it is not possible to finish the move in the time allocated and manpower available to us, MMS reserves the right to attend to the other obligations in our schedule before returning to complete the job.

In accordance with Department of Transportation regulations, we must limit our workers’ workdays to 12 hours. If a worker reaches this limit, MMS reserves the right to postpone a job to another date or send in a replacement worker.

Parking

The client is responsible for obtaining safe and legal parking for the moving truck and movers. Not reserving parking can add greatly to the walking distance necessary for a move and thus the time and cost. Any tickets or fines incurred during your move due to a lack of reserved or available parking will be added to the bill. If there are no proximate and safe parking options for a move we may be forced to reschedule. We ask for the parking permits to be on the same side of the street as your locations. We cannot ever move items across a street as that is a safety hazard.

Deposit and Cancellation Fee

All reservations are taken on the website or over the phone will require a deposit be paid in advance by the Customer. The deposit payment will be tendered to Milestone Moving Services and the $50 deposit will be deducted from your total bill. The client may cancel any booking up to 24 hours ahead of time in which case their deposit will be refunded. However, the customers deposit will not be returned for any job that is cancelled within 24 hours of the job date.

Payment

Customers must pay in full at the completion of the move by cash or card. The client or appointed representative must be present during the beginning and final “walk-through” of the move.

If Milestone Moving Services has not received payment for work completed, 30 days after completion of the work, there will be a $50 fee assessed, or 1.5% MPR of the cumulative total owed (18% per year, compounding monthly) to accrue until the debt is paid, whichever is greater. This is to be charged at the discretion of MMS.

We will not process damage claims until payment has been received in full. We also will not process damage claims in the case of a credit card chargeback.

MMS may hire a collections company to collect on debts owed and/or take legal action. Customers are responsible for all costs of collection including actual attorney fees incurred.

Damage and Limits of Liability Section

Insurance

Milestone Moving Services liability for lost or damaged items is limited to $0.60 per pound per article unless additional insurance has been purchased by the customer in advance of the move. Additional “Full Value Protection” insurance can be purchased through third party vendors such as:

1) Movinginsurance.com – Policies must be finalized with MovingInsurance.com at least 48 hours before the move.

2) Your homeowners insurance company

However, light scratches, scuffs, nicks, dirt, and other light damages are not covered. More severe damage is looked at by all parties involved and assessed before a decision is made.

Claims

Our movers are extremely experienced and good at what they do, and exceptionally careful with our clients’ possessions. However, in this industry, damage will happen from time to time. If damage is caused by our service, Milestone Moving Services reserves the right to repair, compensate for, or replace the damaged items in question.

Any damage claims must be submitted in writing to [email protected] within 48 hours of your move. We cannot process a claim unless payment has been made in full upon the completion of the move.

Electronics and Mechanical Items

All reasonable precautions will be taken by our moving crew to assure electronic and mechanical items and equipment are transported in good working order. However, because of the inherent sensitivity of these types of items, we cannot be held responsible for the failure of such items to perform after being moved, unless there is visible physical damage clearly and specifically caused by our handling. Items covered by this limitation include, but are not limited to, televisions, stereos, computers, hard drives and other digital and analog storage mediums and devices, washers, dryers, other household appliances, antique clocks, etc.

We strongly encourage the customer to pack their electronics in the original boxes with the original packaging. MMS cannot be held responsible for televisions and other electronics that are not in the properly prepared in the original packaging. This particularly applies to computers and flat-screen televisions.

Appliances

Fridges and stoves have a thin metal veneer that is extremely easy to scratch or dent. They are intended to be delivered once but not generally to move from location to location. We can move many major appliances, but we cannot be held responsible for dents, scratches or the working order of any major appliances. We highly recommend large appliances, especially stoves/ovens, be installed/uninstalled by a certified professional.

Floors, Walls, and Doors

We take great care to protect the customer’s floors and walls during a move. However, because we are moving furniture and other large items, it is always possible, though not common, for floors or walls to sustain damage. MMS insurance does not cover any scratches, nicks, scuffs and similar. In the rare occasions where more serious damage occurs, MMS is limited to $100 liability per residence where such damage has occurred. Additionally, although our movers will be careful not to soil floors and carpets with their shoes during a move and MMS has not received any customer complaints that this has taken place, it is a possibility.

Tight Spaces 

If an item being moved is large compared with the hallway, doorway, stairs, elevators or similar it is being moved through, MMS will notify customer that damage may result. If customer agrees, MMS will be as careful as possible, but is not responsible if any damage does occur to that item or walls, door frames, and the like. If customer does not agree, MMS will not move that item.

Valuables

MMS assumes no liability for high value items including, but not limited to, artwork, jewelry, checks, precious metals, cash, important documents, statues, etc. We suggest you obtain separate insurance coverage through your homeowner’s or renter’s policy at “stated value”, or move these items yourself, if possible. If MMS moves these items for you, we will do so with incredible care, and we haven’t yet broken or damaged any exceptionally high-value items. However, if damage does occur, MMS cannot be held responsible for the cost of replacing, repairing, or compensating for such items.

Sets

Repair or compensation for any item only extends to that particular item, not as it relates to a greater set. Repair or compensate shall be proportionate.

I have read, understand, and agree to the terms of service offered above by Milestone Moving Services.