FAQ

While Ontrack Moving exercises the utmost caution and care while handling your belongings, there are risks inherent to moving. For this reason, it is important you review the following information to ensure that your rights, responsibilities, and limitations of liability are fully understood. Additionally, it is strongly recommended that customers invest in supplemental valuation coverage to ensure they’re adequately protected from incidents of damage or loss.

As a result of the inherent risks associated with moving, moving companies are subject to limited liability in the event of damage or loss. This means regardless of the condition, age, or value of an item, the amount that can be recuperated is determined on a per pound basis.

Ontrack Moving provides a free and very basic protection of 0.60 cents per pound per article. It ensures recovery of 60 cents multiplied by the weight of the item in case the item is destroyed or lost. This is a very minimal protection and your goods are probably worth considerably more.

Additional insurance can be purchased through "Movinginsurance.com" for your safety and convenience. For more information about purchasing additional insurance for your belongings please contact moving insurance directly by phone at 1-888-893-8835 or 24/7 at www.movinginsurance.com. You can always check with your renter or home owners insurance to see if your belongings are covered in your policy at no additional cost to you.

Pressboard or Particle Board Furniture
Particle wood is made to look like real wood and especially when covered by wood veneer finish, which masks the guts. However, despite emulating real wood in appearance, its strengths and weaknesses are different from that of real wood. It is used as an affordable option to the expensive wood furniture due to its appearance resemblance to that of real wood. Nevertheless, despite its close resemblance and affordability, it should not be an outright choice for your furniture. Before making the decision, you must consider how it will be used and conditions which it will be subjected to especially being moved once fully assembled. You must also consider its strengths and weaknesses to that of real wood. For these reasons Ontrack Moving is NOT responsible for any damages while handling furniture made of these materials.

Customer Packed Boxes (PBO-Packed By Owner)
The specific contents of your boxes are not covered unless they have been packed by Ontrack Moving company employees and additional insurance has been purchased. In the event that a customer-packed box is lost or destroyed, basic valuation compensation of $.60/lb will be computed based on industry standard weights per box, REGARDLESS of actual box contents

Live Plants or Perishables
Unless special arrangements have been made prior to the move such us ordering a refrigerated truck.

Electronics, appliances & Musical Instruments (Internal Mechanisms)
Includes the internal workings of all appliances and electronic items such as televisions, stereos, computers, computer accessories, refrigerators, microwaves, stoves, washers, dryers and all musical instruments unless external damage is noted and found to be the cause of the problem.

Unpackaged Glass, Marble or Breakable Pieces
Includes glass framed artwork, fish-tanks, tabletops, and mirrors. Glass or breakable pieces must be pre-packaged by an Ontrack Moving employees to be covered.

CARRIER LIABILITY FOR LOSS OR DAMAGE TO HOUSEHOLD GOODS

A. No liability shall be provided for the condition or flavor of perishable articles.
B. No liability shall be provided on the following items, unless the item is specifically listed on the shipping document by description and value: bills of exchange, bonds, bullion, precious metals, currency, deeds, documents, evidence of debt, credit cards, firearms (see Note 1), money, gems, jewelry, watches, precious stones, pearls, gold, silver, or platinum articles (see Note 2), stock certificates, securities, stamp collections, stamps (postage, revenue, or trading), or letters or packets of letters.
NOTE 1. Liability shall be provided for firearms legally acceptable under the Federal Gun Control Act of 1968, provided that shipper furnishes to the carrier the caliber, make, and serial number of such firearms and that such firearms are packed by carrier at shipper’s expense at charges not more than those shown in Maximum Rate Tariff 4.
NOTE 2. Includes gold, silver and platinum household articles such as silverware, coffee-service sets, trays, candlesticks, and dishes.
C. No liability shall be provided for loss or damage to articles of extraordinary value except under circumstances where each such article is specifically listed on the carrier’s shipping document or inventory of the shipment and specifically designated as an article of extraordinary value and by listing the value thereof, and carrier is afforded the opportunity prior to pickup of the shipment to pack and otherwise provide adequate protection for such article (at carrier’s published charges) if the packing by shipper is determined by carrier to be inadequate protection for such article. As used herein, the term “articles of extraordinary value” refers to those articles tendered to a carrier for transportation which because of uniqueness or rarity have a value substantially in excess of the cost of newly manufactured items of substantially the same type and quality apart from such uniqueness or rarity, such as, but not limited to, musical instruments of rare quality or historical significance; original manuscripts, first editions or autograph copies of books, antique furniture, heirlooms, paintings, sculptures, and other works of art; and hobby collections and exhibits.
D. No liability shall be provided for loss or damage caused by or resulting from:
(1) An act, omission, or order of shipper, including damage or breakage resulting from improper packing by shipper.
(2) Insects, moths, vermin, ordinary wear and tear, or gradual deterioration.
(3) Defect or inherent vice of the article, including susceptibility to damage because of atmospheric conditions such as temperature and humidity or change therein.
(4) (I) Hostile or war-like action in time of peace or war, including action in hindering, combating, or defending against an actual impending or expected attack: (A) by any government or sovereign power, or by any authority maintaining or using military, naval, or air forces; or (B) by military, naval or airforces; or (C) An agent of such government power, authority, or forces; (II) Any weapon of war employing atomic fission or radioactive force whether in time of peace or war; (III) insurrection, rebellion, revolution, civil war, usurped power, or action taken by governmental authority in hindering, combating, or defending against such an occurrence, seizure, or destruction under quarantine or customs regulations, confiscations by order of any government or public authority, or risks of contraband, or illegal transportation or trade.
E. No liability shall be provided for the mechanical or electrical derangements of pianos, radios, phonographs, clocks, refrigerators, television sets, automatic washers, or other instruments or appliances unless evidenced by external damage to such equipment, or unless said articles or appliances are serviced as provided in subparagraph (1) below. The carrier reserves the right to inspect these articles or appliances to determine whether they are in good working order before accepting them for shipment. Carrier assumes no liability whatsoever for returning, refocusing, or other adjustments of television set unless such services were made necessary due to carrier’s negligence.
(1) Upon request of shipper, owner, or consignee of the goods, carrier will, subject to subparagraph (2) below, service and unservice such articles as stoves, automatic washers and dryers at origin and destination. Such servicing and unservicing does not include removal or installation of articles secured to the premises or plumbing, electrical, or carpentry services necessary to disconnect, remove, connect, and install such articles and appliances.
(2) If carrier does not possess the qualified personnel to properly service and unservice such articles or appliances, carrier, upon request of shipper or consignee or as agent for them, shall engage third persons to perform the servicing and unservicing. When third persons are engaged by the carrier to perform any service, the carrier will not assume responsibility for their activities or conduct; amount of their charges; nor for the quality or quantity of service furnished.
(3) Except in instances where prior credit has been arranged, all charges of the third persons must be paid directly by the shipper to said third person.
F. No liability shall be provided by virtue of any loss or damage caused as a result of any strike, lockout, labor disturbance, riot, civil commotion, or any person or persons taking part in any such occurrence or disorder.
G. No liability shall be provided for any loss or damage arising out of the breakage of china, glassware, bric-a-brac, or similar articles of a brittle or fragile nature unless packed by the carrier’s employees or unless such breakage results from either the negligence of the carrier or from fire, lighting, theft, malicious damage, or by collision or overturning to the conveyance.
H. Liability of carrier and insurance company for loss or damage shall be subject to compliance by the shipper with applicable provisions of Item 92 of Maximum Rate Tariff 4 (Claims for Loss or Damage).

All local moves (or any move that is less than 100 miles apart) are charged on an hourly basis and are subject to a minimum charge. The minimum charge is the smallest amount a moving company will charge for a job regardless if the move takes less time to complete.

Additional time after the minimum charge is pro-rated at 15 minutes increments at the hourly rate provided.

Double drive-time is a widely used term associated with the moving industry of this particular state. The California Public Utilities Commission requires all licensed moving companies to follow this rule. The sole purpose for said rule is to protect both you as a client and us as a business by fairly calculating the times charged for the initial drive to your location, transporting your items and also returning to our place of business. The way the C.P.U.C. has come about compromising both parties, is to disregard the time spent en route to your first location, as well as the time spent en route to our place of business after the move. However, to cover the expenses of the crew’s payroll and other fees that may be associated, we are to charge double-time between your first, to your second location. In essence, this rule is to ensure that you are only charged for driving-time that you are a witness to and know to be accurate. This double-time is calculated at the regular hourly-rate, and also figures into our minimum hour charge.

All time worked after 8 consecutive hours in a work day and is calculated at 1.5 times the regular hourly rate.

While EVERY move varies, the average time for a 1 bedroom is around 3 to 5 hours. For a 2 bedroom it is around 4 to 6 hours. For a 3 bedroom it is around 6 to 8 hours. Keep in mind that every home is different and that the final time may vary either slightly or significantly depending on your specific scenario. There are many factors that affect the total loading and the unloading time. These include; total amount of items being moved, loading and unloading distance, driving time, parking situation, stairs, elevator use, amount of fragile or glass items or furniture pieces that require protection or special handeling, heavy or large pieces, last minute small packing assistance and other similar things. For large moves or even medium size moves that may require small packing assistance, we offer free on-site estimations. An onsite estimation can help determine the correct crew size needed to complete the move as well as help estimate the total time your move may range around. Unfortutaely, we cannot offer onsite estimations for smaller moves due to the high volume of estimations we currently perform.

When planning for relocation it's ideal to reserve a moving date at least three weeks in advance. We take on many reservations and our calendar is constantly changing to accommodate our customers various needs. In order to ensure availability in such a busy industry, simply call our office and speak with one of our moving consultants! While it is recommended to plan in advance, we can still accommodate last minute bookings when possible.

Furniture must be empty prior to moving. Ontrack Moving is not resposable for anything left inside as it may fall during the moving process. Please note that we do not recommned to take the drawers out.

We can move plants locally, however due to the heat that can accumulate inside the truck we cannot guarantee that they will arrive alive and well. Also due to the fragility of most terracotta outdoor pieces, fountains, statues and planters, we cannot guarantee against breakage. Unfortunatly we cannot move plants across state lines.

We recommend that you transport jewelry, small high value and irreplaceable items yourself. However, if you would like us to transport high value items for you, you will need to contact our office before the move so that we can arrange the transportation of the extraordinary value items in advance. Keep in mind that unless an inventory has been performed ahead of time and the items and value has been declared in advance properly, Ontrack Moving will NOT be responsible for any loss or damage.

We do not move; combustible liquids, corrosives, explosives, flammables, compressed gases, perishable goods or pets. Addtionally, Ontrack Moving reserves the right not to move any item that cannot be moved safely.

Generally we can continue to work while it's raining. If it rains really hard we will continue to work inside of the building or home preparing the furniture for moving. We will continue making trips to the truck as soon as it's more convenient. The Ontrack Moving team will always care about both locations and will make sure to place blankets on the floor or other items to ensure the home stays as dry as possible.

At Ontrack, we prefer the use of 26 ft. long box trucks. The overall outside measurement of the truck is 37 feet long, 8’7” wide and 13’1” high. The cargo box inside measurements are 25’.2” long, 7’.8” wide and 8’1” high. The floor space is 192 sf. and can hold a total of up to 1,400 cubic feet with a maximum load capacity 26,000 lbs. GVW. In particular scenarios that such a large truck is inappropriate, say your location is on an unusually narrow road with a steep grade or there is not space enough to get our truck there safely, upon request, we can make the necessary arrangements to ensure your unique situation is accommodated.

We can assist with the connection and disconnection of major appliances or equipment but it is the sole responsibility of the shipper (You) to ensure that these appliances or equipment are properly installed and serviced by a professional as it should. Ontrack Moving cannot assume any responsibility while or after the appliances or equipment have been handled, connected or disconnected. While many home appliances are fairly easy to connect and disconnect we cannot foresee what is going to happen during, when or after we handle them, connections, circuits, hoses or valves. Keep in mind that we are licensed professional movers, we do not hold a pluming or electrical license.

While not required at Ontrack Moving, tipping is a way to express satisfaction to the crew on a job well performed and it is very common in this industry. Although it's Ontrack Moving policy not to ask you for a tip, the movers will highly appreciate it and it is a sign that you are happy with their performance and that you value their hard work and efficiency. Our experience show us that our customers have tipped an average of 10 to 20% of the bill, which is split among the crew members.

Unfortunately, licensed moving companies cannot transport customers in the moving truck for liability reasons. You can always arrange a ride with a friend, cab service, Uber, or lift on your move day.

For local residential moves we accept cash, debit or credit card including Visa, Master Card, American Express, and Discover. For commercial & residential long distance moves the only method of payment accepted is cash or cashier's check. For commercial moves we accept company checks. We do not accept personal checks. Contact sales to find out more.

You may file a claim in writing by filling out the form in our contact us page or by emailing us at feedback at ontrackmoving dot com. Briefly describe the item and where the damage is located along with your full name, moving date, confirmation number and the best way to reach you. Please attach pictures showing close ups of the damage, serial numbers or model numbers and a picture showing the piece entirely even though the damage may not show. If you purchased full value or actual value protection please include the insurance company name, policy number, level of protection and date of purchase. After we have receive the Post-Move Issue message we will reply with a receipt confirmation. We may request additional pictures or additional information to further process your claim. Claims take up to 60 days to finalize.