Frequently Asked Questions
 Your Customer Service Representative (CSR) and Moving Team
The Survey
Protection Against Damage: “Valuation”
4-6 Weeks Before Your Move
2 Days Before Your Move
Moving Day: What to Expect "Origin Services"
On The Road: “In Transit”
Your New Location: “Destination Services”
Storage Services: “Storage-in Transit”
Car Moving Services
Our Post-Move Survey: How Was Your Move?
Should a Claim Occur
Your Customer Service Representative (CSR) and Moving Team
Who is my Customer Service Representative (CSR)?
When you call Nelson Westerberg for the first time, you will be assigned to your Customer Service Representative (CSR). Your CSR is your one-stop answer designated to help you and your family throughout the entire moving process. He or she is there to assist you in setting the dates for your move, making alternative arrangements if your new residence will not be ready when your household goods arrive, and answering any questions you have: consider this person to truly be Your Moving Partner.
During your first conversation with your CSR, please be prepared to spend 10-15 minutes on the phone answering questions that include:
- Where you’re moving from and to
- Contact phone numbers
- Number of rooms in your current home
- Take note of any items that may require special handling
- Discuss the types of appliances you have and the service requirements for each
- Set up moving dates
What can I expect from my CSR?
- An initial phone call welcoming you to Nelson Westerberg, make introductions, and establish an open line of communication.
- A mailing of the Nelson Westerberg “Pre-Move” material for your review and personal use.
- Arrange for the survey of your home.
- Inform and guide you and your family on moving procedures for your household goods.
- Prepare an estimate of charges for compliance with your company’s Moving Policy.
- Establish moving and delivery dates and confirm them with our Central Planning & Dispatch unit.
- At a minimum, be in close contact with you on moving day through the day your possessions arrive at your new location.
- Maintain post move contact with you until all relocation issues have been resolved.
- Verify that our Corporate office has contacted you to complete the post move evaluation survey.
- Arrange for the audit of each invoice.
Why is getting to know my Driving Team so important?
They perform our all-important concept of Single Source Responsibility: they are the persons responsible for packing and loading you up, moving your possessions to your new destination, and unpacking them at destination.
Having the same team perform your entire move translates to you having more familiarity, peace of mind, and comfort with the people responsible for your lifelong possessions.
The “Did You Know” trivia about our drivers:
In an industry that is lacking in qualified drivers and experiencing high turnover, we’re proud to report that we have less than 5% turnover with our drivers and more importantly, have received a countless number of glowing reports and letters of thanks from our customers about our drivers.
FACT IS: many of our drivers are requested again and again from families that have made more than one move with us.
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The Survey
Who is a surveyor and what is that person’s responsibility?
A move surveyor inspects all the goods you plan to move, determines what packing materials will be required and how much space your household goods will occupy on a moving van. The results of this comprehensive survey are forwarded to your Customer Service Representative (CSR) who will formulate a cost estimate, if necessary.
Do I have to be present for the pre-move survey?
Yes, you or someone who is familiar with your move should be present to answer the surveyor’s questions as well as to ensure the surveyor has addressed any and all of your concerns.
What will the surveyor need to see?
Any household goods that are going to be moved. This includes items in closets, attics, sheds, underneath beds, and remote storage locations.
Will the surveyor be able to set or confirm my move dates?
No, your CSR is the person responsible for setting up, changing, and confirming your move dates.
Is there anything in particular I need to convey to the surveyor?
Yes, any existing local regulations, such as restricted parking or access to your home that would affect your move. If you believe parking might be a problem, please make arrangements for parking.
Also, if you live in an apartment or condo, you may be able to only move on certain days of the week and at certain times. In some cases, management may require you to reserve an elevator or loading dock. If you’re not sure about these regulations, please contact the proper local authorities for the information. Not knowing this information ahead of time can seriously affect your move schedule so please, please, please be aware and notify the surveyor of all regulations.
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Protection Against Damage: "Valuation"
How are my household goods covered during the relocation?
Your household goods are covered under the term of “valuation.” Valuation is not insurance, nor an insurance policy, but instead an agreement between you and Nelson Westerberg as to our liability for lost or damaged articles. Our liability is essentially limited to the time that the items are in our care and custody.
What types of valuation are available?
Standard Protection – Nelson Westerberg must offer this basic level of protection to you. There is no cost to you. If chosen, the maximum amount our liability is $.60 per pound, per article. The amount that would be paid to you is determined by the weight of the damaged article x $.60 per pound. This type of coverage may or may not cover the cost of repair or replacement.
Other types of valuation available include Declared Value Protection and Full Value Protection. Please inquire about these options with your customer service representative.
Are there any items not covered by Valuation?
Yes, items that exclude carriers from being liable for loss or damage are as follows:
Hazardous Materials: This includes items that are flammable, corrosive, or explosive, batteries, paint thinner, paint, kerosene, bleach, motor oil, cleaning solvents, fertilizer, and ammunition
Perishables: Food, plants, or living things that could die or spoil during transportation, frozen foods, potted and other plants, and open produce.
Personal Items/Sentimental Value: These items can be very difficult to replace and can create problems should your shipment be delayed. These can include address books, airline tickets, professional files, car keys, checkbooks, and school records.
High Value Items: Currency, coin/Stamp Collections JewelrySecurities Stocks/Bonds Precious Stones/Metals. If items that classify as “High Value” must be shipped, you must clearly state them on the form, “Statement of Customer Responsibilities, Inventory of High Value Items.” You and the operator transporting your shipment must sign this form. Please be sure to advise the operator of your intention to ship such items, not doing so can result in a potential claim being delayed or even denied.
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4-6 Weeks Before Your Move
Travel and Other Arrangements
When making flight arrangements, please make them for the day following your move. It is important that you be present and available on your moving day.
Let your CSR know about any changes since your visit with the surveyor. Have you added or eliminated items since the survey?
Notes about Household Goods
All appliances being disconnected such as washing machines, gas dryers and refrigerators w/ice makers require a qualified technician to ensure the water and gas lines are properly capped and are not leaking. Call your customer service representative to schedule this service for you.
Let us know which items you do not wish us to move by putting them in a separate area (closet) or label “DO NOT MOVE” with Post-It notes.
Remember to set aside items you will need in transit: We suggest you use a special carton for items like airline tickets, papers for school enrollment, home closing docs, etc.
All guns, by regulation of the FCC, must be inventoried and listed by serial number.
Take a peek in your attic to see what “treasures” are lurking there.
Have a garage sale! Why pack, move, and unpack items you no longer need?
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2 Days Before Your Move
Travel and Other Arrangements
Do not plan to travel the day of the move. Pack what you are taking with you 2 days before the move. Leave your electricity and telephone hooked up until the day after loading is completed. Travel the day after the move.
For the safety of your pets as well as the safety of our moving team, please arrange to have all pets away from moving activity on move day.
We emphasize that we are not responsible for jewelry, currency, stamp collections or other similar items during your relocation. Please make arrangements to have these and similar items shipped separately.
Tasks to Complete
Refrigerators and freezers should be defrosted and thoroughly clean and dry inside at least 24 hours prior to loading. This is especially important if your shipment will be going into storage for any length of time. To avoid unpleasant odors in your refrigerator, place a nylon stocking filled with charcoal, fresh ground coffee, or baking soda in each compartment.
The propane tank on gas grills should either be discarded or have a professional purge it and tag it. The same options apply to air tanks.
Drain gas from lawn mowers and other small gas engines.
Bring items in attics, crawl spaces, and remote locations to an accessible area. Your CSR can arrange an extra pickup or provide extra labor if this is impossible.
Mechanical failure of electronic products such as microwave ovens, stereos, TVs, radios, computers, CDs, etc., is NOT COVERED under normal valuation (transit protection) unless there is transit related damage. Please make certain that you review your owner’s manual for proper appliance servicing prior to your move.
Create two special boxes: “INSTANT ACCESS” and “OPEN ME FIRST.” The “Instant Access” box should include important documents such as airline tickets, papers for school enrollment, and home closing papers.
The “Open Me First” box should include basic need items such as a telephone, baby care items, favorite toys, toilet tissue, paper towels, a coffee pot, cleaning items, and basic tools.
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Moving Day: What to Expect "Origin Services"
What are “origin services?”
They are the services Nelson Westerberg provides to ensure your household goods are ready for safe transportation. Depending upon your needs and the services you or your company authorize, they may include packing, crating, furniture disassembly, and disconnecting appliances.
Why is it so important for me to be at “origin”?
YOU MUST BE PRESENT DURING THE PACKING AND LOADING OF YOUR SHIPMENT because the moving team may ask you questions about your shipment, and have documents that require your signature which release your household goods into our custody and care.
On this day, your possessions are going to be packed and loaded onto the moving truck. Being there brings relief to you knowing that your belongings are in very good hands by allowing you to meet and see how the moving team is packing and loading your goods. And, should there be any unforeseen details, they can be addressed and dealt with immediately.
What do I need to tell or show the driving team at “origin”?
The driver will ask you to take him through your home and point out any items that require any special handling as well as items that are not to be moved. At the completion of packing, the driver will ask you to sign the packing report verifying the size and number of cartons packed. The driver will prepare an inventory of each piece to be moved and ask for your signature. Please check the inventory carefully and do not hesitate to call your CSR if you have any questions.
My household goods are going into storage. Is there anything I need to do?
Before the moving team arrives, place any “to-be-stored” items in a separate area (unless everything is being stored). This will eliminate any potential confusion for you and the moving team.
Do not put items in storage that you may need before the final delivery of your household goods. Examples of such items include passports, tax records, birth certificates, and winter/summer clothes.
Please keep the following in mind if your household goods are going to be stored for any length of time:
The Nelson Westerberg General Storage Program places your household goods into palletized storage vaults in a Nelson Westerberg/Atlas Van Lines warehouse. While access to your storage vaults can be arranged, you may incur a fee for warehouse labor.
Furniture: How will it be protected against soiling?
Atlas Van Lines has a mandatory shrink-wrap policy. The moving team will place all fabric pieces, such as sofas and chairs in shrink-wrap. All shrink-wrapped items are then wrapped with furniture pads. This policy is highly effective in protecting furniture from damage and soiling.
Large appliances: How are they handled?
Items such as washers, dryers, refrigerators with ice makers, grandfather clocks, pool tables, etc. will require special services. Please contact your CSR to verify that the proper arrangements have been made.
Can you use the original cartons my appliances (computer, stereo) came in?
To maximize your household goods protection in transit, we will only use original cartons for electronics and other special household items and ONLY if they’re in good condition.
Can beds be disassembled by the moving team?
The moving team will disassemble and reassemble any normal bed and bed frame at no extra charge. If you have a waterbed, you will need to drain the mattress. We will pack the mattresses and box springs in cartons to keep them from getting soiled.
What if my moving plans change?
Please immediately contact your CSR using our 24-hour, toll-free number. Your driver will contact you 24 hours before arrival time to confirm the delivery information. If your driver has to make an extra stop at a temporary location, please let your CSR know about it.
Important Note before the moving team drives away:
When the packing and loading process is complete, please take a few moments to do a final walk through your home with the driver to make sure that nothing has been left behind. Remember to check all cupboards and closets and don’t forget the “treasures” in the attic.
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On The Road: "In Transit"
Important Note
Please, Please, Please! Be accessible to your CSR and Moving Team, especially while your goods are on their way to your new location. Provide all numbers and contact information as to where you can be reached- home, business, cell, pager. Your CSR will call to confirm the date and estimated time of arrival of your household goods. Your driver will call you 24 hours before your household goods arrive.
Unfortunately, if Nelson Westerberg cannot locate you or someone authorized by you, your shipment will be taken to the nearest Atlas Van Lines agent for temporary storage until you are available to accept delivery. You will be responsible for any additional charges resulting from the storage and redelivery. Please contact your CSR for additional information on this topic.
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Your New Location: “Destination Services”
What steps do I need to take once my household goods have arrived at my new location?
STEP ONE
Before they arrive, try to have a written layout or mental picture of where you would like your furniture placed. The moving team will be relying on you for guidance in this area.
STEP TWO
Say Hello! to your moving team
STEP THREE
While items are being brought into your new home, you are responsible for checking off each item on your inventory sheet to make sure you have received all of your belongings.
STEP FOUR
When the moving team is finished unloading and unpacking, the driver will ask you to sign for the receipt of your goods and for any unpacking or additional services that may have been performed.
Please call your CSR if any questions or concerns arise during this final stage of your move.
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Storage Services: “Storage-in-Transit”
What is “Storage-In-Transit?”
Typically, if your new location is not ready to accept delivery, your household goods will be securely stored in a warehouse temporarily, limited to 180 days between delivery and pick-up.
What if I need storage services in excess of 180 days?
Your CSR can help you make arrangements for additional storage time. However, additional charges, rates, and valuation may now be subject to change. Should you require this service, your CSR can go through the additional steps and changes with you in detail.
Can my automobile be stored here, too?
Unfortunately, most warehouses are not equipped to store automobiles and transportation vehicles. You must pick up or arrange for the delivery of your auto when your household goods are delivered to storage.
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Car Moving Services
How will my car be transported?
We can move your car either inside the enclosed van with your household goods or on a car carrier, depending on your needs. The driver will conduct an inspection of your car with you at origin and complete an auto inventory sheet, noting the odometer reading as well as any existing damage. Your signature on this inventory verifies this information is accurate. At destination, you will inspect the vehicle with the driver. He/she will ask you to sign a release acknowledging proper delivery.
What do I need to do to get my car ready for transport?
Please ensure that the vehicle is in operating condition so the driver can drive the vehicle into and out of the van. Any more than a quarter tank of fuel may cause household goods to smell like gasoline. You cannot ship anything inside a car, so please do not pack items inside your car or in the trunk. If your household goods are going to storage, please arrange to either pickup your car at the storage facility or advise your CSR where it should be delivered.
In addition, please wash the auto just before the move date. The driver should also be given a spare set of keys as well as the vehicle’s registration information.
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Our Post-Move Survey: How Was Your Move?
We’ve staked our reputation on our ability to meet your moving needs—and exceed your expectations. Your feedback lets us know if we accomplished that goal and allows us to evaluate where we can improve our services.
Our Corporate office will be contacting you within 2 to 14 days after the delivery of your household items. If we are unable to reach you by phone, a post-move evaluation survey will be mailed to your new address.
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Should a Claim Occur
When do I notify my customer service representative that I have damaged items?
Ideally, at the time of delivery. First, please make a notation on the inventory checklist as you check in your items. Then contact your customer service representative.
How does the claim process work?
Your CSR contacts the Claims Department with any damages that occurred on your shipment. The Claims Department will at that time either mail or fax a claim form to you.
On Interstate moves, you have nine (9) months from the date of delivery to complete and submit the form to our claims department. When completing the claim form, please provide us with as much information as you can, attach receipts, anything that will confirm the dollar value of the damaged item. This information will greatly assist the adjuster assigned to your claim and will make the claims process uncomplicated.
If repairs are needed, a reputable repair firm will be assigned to assess damage and repairs will be authorized. A cash settlement will be made to you for non-repairable items.
On average, Nelson Westerberg settles claims within fifteen (15) days.
If you pay for an item in full, do you keep it?
Yes. Once we’ve paid for a damaged item in full, we retain the Salvage Rights and will make arrangements to have it retrieved. Should you not wish for any item to be picked up and Salvage Rights not be exercised, please discuss this with your adjuster. We may be able to make a cash allowance to you so that you may retain the article.
What if an antique becomes damaged?
Antiques must be appraised and a value established before your move occurs. You must obtain an appraisal of any items of this nature to protect your investment. Should damage occur, repairs would be made and another appraisal completed to determine whether a loss of value occurred.
What if I have missing items?
Before calling your customer service representative, please make sure your shipment has been completely unpacked. All paperwork will then be reviewed to determine if the missing items were noted at the time of delivery. If so noted, we will begin a search for those items. Please remember that the sooner you notify us of missing items, the easier it will be for us to locate and return them to you. If an item was noted missing and we were not able to locate it, we will negotiate a settlement with you based on any proof of value of the claimed items.
What if I discover more damage after I file my claim form?
The additional claim will be reviewed as long as it is filed within 9 months from the date of delivery.Back t
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