Moving is a risky business. You are trusting us to take care of your most important and sometimes most valuable things. and you don’t want a single one of them to get damaged. Not one! But, realistic odds tell us that’s impossible. With the amount of items that get moved in the average household move, combined with whatever amount of human error you expect out of your average $20 an hour laborer, you might assume there to be at least a little damage to some things.
We strive for perfection. We don’t even want to hurt your smallest most insignificant item, that thing you saved from high school, or a thank you card you received from a colleague at work.. We will care for your things as if they’re our own. But accidents do happen. That is why our liability agreement is written the way it is, because otherwise someone at some point (all too often actually) will want to make a claim of damages and expect unreasonable reparations in return. Unfortunately, no, we can’t give you a full refund and replace your furniture item that got a small scratch on it during the move (real examples). We don't have the means, nor do we attain profit margins that can cover that sort of restitution.
That doesn’t mean we won’t try to work with you. If we damage something, and know it was our error in judgement (clearly due to some sort of carelessness, recklessness, or malice), we will try meet you in the middle somewhere.
There are a lot of factors involved in the world of passing blame. As customers, we were raised to believe we're always right. And we often expect those serving us to treat our relationship that way, But often customers don’t take into account what, of their own actions [or instructions, let’s say (for example)], might have contributed to whatever alleged damage is being claimed, for instance.
The first thing we will suggest you do in the event of noticed damage that you believe was caused by our movers, is to point it out to someone (our movers first, and follow-up with ownership or operations). Did you see it happen? Are you sure it was caused by our movers? Can you prove that it didn't have the scratch prior to the move? What was going on at the time, that led to the damage? (On that note, if you're reading this prior to your move, just got take photos of everything ahead of time, do it now if you don't want to forget.)
Ultimately, someone in management or ownership will have to make a decision on what to do about your claim. Simply said, we will tell you if we will refund anything, and how much we are willing to refund (if we are). This decision will be made based on our best judgement as to where actual fault lies, along with our understanding of torte law. We may offer to replace the item with the same or a like item. We may suggest something other than the scenarios listed here.
If you do not agree with our decision, you can tell us so in an appeal email referencing your claim. We certainly don’t want an unhappy customer, so we may reconsider, but only if you raise an argument that cites factors worth reconsidering. Please remember, according to the liability agreement, which you will have to have signed in order for a job to be completed by our movers, a claim is technically to be between you (the Customer) and the Independent Contractors who were employed on your job. If you still do not agree with our decision once we’ve told you it’s final, you can request mediation or arbitration through whatever means offered in your local area [or ours], and we will consider participating. You shall make this request known to both Muscle Movers, it’s parent company Uptown Enterprises LLC or any owners, and any/all Independent Contractors from the job (you can request their contact information from anyone in Mgmt/ownership/operations). We (Muscle Movers/Uptown Enterprises LLC ownership) may choose not to attend. This is our legal right. We are not bound by law to attend any form of mediation or arbitration. If we choose to do so, it is on our own accord.
If you have exhausted any and all claim options or mediation/arbitration options, and you still are not satisfied, the only thing left for you to do would be to file a lawsuit against us (likely a small claim) through a magistrate or district court in the city/municipality/county/district/state court of in which the job and alleged damage had occurred.
If you choose this route, please do so in whatever manner you know legally to do, or as your legal counsel advises you to. We will likely choose not to communicate with you at any point after we learn that legal action is your intention (this is as advised by our own legal counsel or general understanding of the law).
We believe in doing what’s right. But we also sometimes have an opinion on what’s wrong. We will at all times only attempt to do what is honest, right and fair of us to do by our fellow man, and to always speak against something that, to us, is clearly wrong, and if we have some sort of reason to be taking such a stance on whatever the hypothetical 'wrong' may be (i.e. outlandish claim from a customer, irrational demands).
We appreciate our customers who are understanding of how complex and difficult this job can be for our teams. Please treat them with respect, and please trust that they have been trained to do the best job they can.
We care about your things because we know they matter to you. Thank you for your business.
We wish you all the best, and God bless.
- MM MGMT