FAQ

Moving Frequently Asked Questions (FAQ’s) and Information

Citizens Transfer & Storage Co., Inc./Allied Van Lines

When is the best time to move?

In many cases you may not have a choice, and we are here to try to accommodate your move within your desired schedule, if possible. If you happen to have a choice or flexibility when you can move, selecting a time other than summer, the end of the month, or the end-of-year holidays would be recommended. These are the times that have the highest demands placed on vans, equipment and personnel in the moving industry.

How much notice does Citizens/Allied need to arrange my move?

The answer “the earlier, the better” fits here. The more lead time you can provide, the more likely we will be able to meet your desired schedule. Generally, for interstate moves, a minimum of four to six weeks is considered normal, but we are also realistic and flexible. For local and in-state moves much less notice is needed. If an urgency or situation arises which necessitates a faster response time we will work to perform as quickly as possible. Tell us your desired dates and we will do our very best to try to accommodate you.

How long does it take to move?

This depends on many factors, such as the size of your shipment, the distance of your move, the time of year, and weather conditions, among other things. Also, because the furnishings of the average household will not fill an entire van, it is often necessary for multiple shipments to be loaded on the same van in a way that keeps them separated. Once these factors are considered we will work with you to develop your loading and delivery date spreads.

What are loading and delivery date spreads?

These are a block of days at loading and delivery that allow for the flexibility for Citizens/Allied to coordinate the needs involved with multiple shipments generally moving to and from similar areas of the country, including yours. We will work with you and do our best to accommodate the dates you prefer or the nearest possible alternatives.

When will I be notified of the loading and delivery date?

The actual van assignment may not be made until shortly before your loading date. You will be notified the day before the planned packing date, loading date and also prior to the planned date of arrival for delivery. Often this notice occurs the evening before the service after final operational schedules are completed.

Are the loading and delivery spreads guaranteed?

Yes. There are some restrictions as provided in the Exceptions to HGB Tariff 400N, 104-G, item 802, which states, among other things: “This item will apply only for interstate shipments which weigh or are rated at 3,500 pounds or more” and “this item does not apply to any overflow portion of a shipment when the overflow weight represents less than 20% of the total shipment weight and contains non-essential items (possessions not needed to maintain day-to-day housekeeping during the period of time between delivery of the main portion of the shipment and delivery of the overflow)”.

Also, practically speaking, the transportation industry can be subjected to many unforeseen events that can happen often times without notice, such as accidents, traffic delays, weather, and equipment malfunctions, as well as continually monitoring and complying with Federal Department of Transportation requirements regarding driver’s hours of operation. With many variables to facilitate, coordinate and plan, as well as the unforeseen events mentioned above, even the best made plans sometimes require adjustment. There are numerous situations that can arise that can affect our schedules, however we will work diligently to overcome and resolve situations that arise as expeditiously as possible. We understand that many times, especially at origin, that loading must occur within the load spread due to real estate closings, end of lease terms, travel needs, etc. We must plan for the unknown and at the same time make sure you are able to meet these obligations.

In the event there is a situation where a group of shipments are scheduled to go on one van and something changes during the process that prevents the driver from being able to load all of your items directly, we implement our alternative plan to ensure the loading commitments are met. This alternative plan may involve having our local crews load all or part of your belongings and holding them at their facility until another van can be assigned to transport your goods. This is Citizens/Allied’s safety measure for guaranteeing that your shipment will be loaded within the load spread. This is part of the service we provided to accommodate schedules at no additional cost. Since the items are held at our local warehouse this process can often be confused with the items being placed into storage. That is not the case. The items are simply being held pending arrival of the next available van. When items go into storage there are additional costs associated with storage related services, which is not the case in this situation.

If the delivery dates are affected and it results in your items being delivered after the delivery spread then you may be entitled to financial reimbursements to cover some of your out-of-pocket expenses. The parameters surrounding such reimbursements are also subject to the terms and conditions of Exceptions to HGB Tariff 400N, 104-G, item 802 as briefly described in the excerpt above and the terms contained in the contract carriage agreement between Citizens/Allied. If you do experience a delay in your delivery please contact our claims department as soon as possible for instructions and information, before you begin accruing expenses that may not be covered.

What is Valuation?

Valuation is a term used to determine Citizens/Allied’s level of liability in the event of loss, damage or destruction while your goods are in our possession. Valuation is not insurance; it is simply a tariff-based level of motor carrier liability.

What items should I include on the High-Value Inventory?

Items of extraordinary value are defined as those items having a value greater than $100.00 per pound. Antiques, china, crystal, figurines, furs, objects of art, Oriental rugs, silverware, tapestries, and high-end bicycles, to name a few, are some examples of typical household items that may have a value in excess of $100.00 per pound, per article. Other items that fall in this category must be identified as well. High-value coverage only applies for interstate shipments, when the items are professionally packed and unpacked by our staff, and Extra Care Protection coverage is purchased.

What will happen if I don’t include items of high value on this Inventory?

Failure to identify such articles will result in limited carrier liability. All items in your shipment that are considered to be of extraordinary (unusual) value must be specifically identified and the carrier must be advised that they are included in the shipment.

What steps do I need to take if my HHG’s are damaged during transit?

Make sure that any damages have been clearly noted on the customer check off sheet before you sign it. Maintain damaged items in their shipping boxes, do not dispose of any broken or chipped pieces until you claim is settled and do not move any items for the point of deliver. Do not attempt repairs, in order to claims an item as damaged it must be available for inspection by a 3rd party professional. The 3rd party professional must be assigned by Citizens/Allied.

Where do I get a claim form?

Click here to fill out a claim form online, or you can initiate a claim and request a claim form by calling Citizens/Allied Claims Department; Judy Fisher, (888) 743-4566.

How long do I have to file a claim?

For interstate moves you have nine (9) months from the date of delivery to file a claim. For local and in-state moves you have ninety (90) days from the date of delivery to file a claim. However, we recommend that you file promptly. The quicker you submit your claim, the faster we will be able to resolve the matter. Claims cannot be settled until full payment has been received.

Do all damaged items need to be on one claim form?

We recommend that you submit all damaged items at the same time. However, you can submit a supplemental claim if needed provided it is filed within the above timelines from the date of delivery.

Who can I call if I have any questions regarding my claims?

Please refer all questions in regards to your claims to:
Judy Fisher
(888) 743-4566
JMFisher@AlliedAgent.com