We’d rather tell you this up front than have you find out on move day.
The honest part first: damage is rare for us, but it isn’t zero. Any mover who tells you it’s zero either hasn’t done enough moves or isn’t being straight with you.
Here’s exactly what happens if it does:
Tell us right away. Flag it with your crew lead before we pull out, or call (210) 549-7230. Texas gives you 90 days to file a written claim — we’d rather hear about it the same day.
You’ll hear from a person within 2 business days. Texas law lets movers take 23 days just to acknowledge a claim and up to 90 days to resolve it. We think that’s ridiculous. You get a human — not an automated form — within two business days.
We aim to have it resolved within 14 days. Repair, replace, or reimburse, depending on what makes sense for the item.
One person owns your claim from start to finish. You’ll have their name and their direct number.
We handle every claim individually because a scuffed dresser leg and a broken heirloom aren’t the same problem and shouldn’t get the same form letter. What doesn’t vary: you hear back fast, and you get a straight answer.
Our liability terms are in your moving contract, in plain language, before we load a single box.