Customer Hanbook

Overview
‍This page contains brief explanations of the technical aspects of Tactical Relocation Systems (DBA Moving Buddies) services. It is intended to be used as a quick reference guide. It outlines what you can expect from us, and what we require from you. As always, our friendly staff is ready to answer any questions you may have along the way.
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‍Evaluation
‍The first step in procuring any TRS Service is to analyze the duties and requirements of your job.
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This can be done in 3 different ways:
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Over The Phone
On-Site  Evaluation  
Virtual Evaluation

While most Apartment or Select Item (1 – 6 piece) moves can be quoted very accurately over the phone, we strongly recommend an On-Site Evaluation (OSE) or Virtual Site Evaluation (VSE) for houses and businesses. A site evaluation is not typically required, but there are some instances where TRS will insist on evaluating before accepting the job. Larger houses, Gun Safes, Machinery, and Pianos are examples of jobs we might decline unless afforded the opportunity to evaluate. Please call to schedule a Free On-Site Evaluation. We recommend setting the appointment about 30 days prior to your Projected Move Date (PMD).
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‍Inventory
‍Whether it’s done over the phone, through Your MoveBoard Account, or from a site evaluation, developing a comprehensive inventory of your shipment is recommended. We have sophisticated software that will calculate the time your job will take, and thus, the total cost. Obtaining an inventory is the most accurate way to estimate your job. The good news is that our software makes it easy. We highly recommend signing up for a MoveBoard Account.*All information provided to Tactical Relocation Systems and its affiliates is kept confidential and stored on secure servers. Once your inventory is submitted, we will send an official quote via email. The email will contain a link to Your MoveBoard Account, or the current estimate if you already have an account.
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‍MoveBoard
Upload  Your Inventory
View Your Quote
Update Contact Information
Request Move Date
Decline Estimate
Print Estimate    
Get Moving Insurance

*When you are ready to schedule your move, you must request your Move Date through your Client Portal. You can save the link provided in your Estimate Email for quick access or call for assistance.

‍Please Note: 
‍Each new or revised quote you request will produce a new estimate link. This system helps us to facilitate proper scheduling and is a necessary part of the process. Developing a comprehensive and accurate quote takes a few minutes, but it is by far the most difficult part of the TRS Service Experience.
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‍Scheduling
‍Now that the hard part is over, we need to get you scheduled. As mentioned above, you will need to request a Move Date through the Client Portal. Once you have selected a date, our system will alert us, and you will receive a call from a booking agent shortly after making the request (usually a few minutes).*Requesting a move date does not guarantee availability at time of request. We schedule on a first-come, first-serve basis, and our availability is subject to change without notice. The final step to booking a moving appointment is by submitting a deposit. Reservations require a nominal deposit of up to 50% of cost (we usually ask for 20% unless there are abnormal expenses to consider such as lodging for crews, or extensive packing material costs).Deposit amount will be credited directly to your moving bill.
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‍Cancellation & Rescheduling Policy
‍This policy is in place to make sure our employees do not lose hours. We think it’s only fair that your attendance requirements match their attendance requirements. It is outlined as follows: A nominal deposit is required to reserve a crew. Deposits are non-refundable, under any circumstances. Rescheduling is the same as canceling.
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‍The Day Before Your Move
‍A move coordinator will contact you the day before your move to check in. This is your final opportunity to tell us about any changes that have been made to the conditions of your move. Here are a few things we would like you to tell us about:

The number and size of any Flat Screen TVs to be shipped
The presence of any safe, piano, refrigerator, or oversized item
Any previously undeclared packing requirements
Any additional packing supplies you would like us to bring
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*Our trucks are NOT sent out with any packing materials unless you have made a prior request.
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*This information helps us to send the right equipment and manpower including TV packaging.
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*If you think you might need us to bring packing materials, please notify us in advance. We will not bill you for ordered materials that are not consumed.
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*We reserve the right to alter your crew size based on availability, the discovery of oversized items, or additional packing requirements.

We will try our best to notify you in advance of any changes.This happens very rarely and has very little impact on your total cost.
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‍Arrival Period
‍Our standard arrival windows are as follows:
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8:00am - 9:00am (AM time slot)
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11:00am - 4:00pm (PM time slot)

Our office and/or drivers will be in contact with you well before their scheduled appointment time to update you on a more precise time of arrival. We kindly ask that you be ready to meet with your crew at the beginning of the assigned arrival period and appreciate your patience and understanding if they are unable to arrive until later in the arrival period. We do our best to maintain an accurate schedule but are not always given the information we need to do so. We do, however, guarantee the completion of your move on the day it was scheduled regardless of unexpected delays. 
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‍Packing & Preparation
‍We require all boxable items to be pre-packed prior to our arrival, unless your reservation is for Packing Services. If you have requested Packing Services from TRS, we will complete all packing operations before the initiation of Moving Services.

It is your responsibility to make sure your home or office is free from clutter before our movers arrive. A cluttered environment will negatively impact safety and increase your overall cost. Please make sure your dwelling is free from pet dander and excessive dust. Our movers are required to stop moving operations immediately upon discovery of any infestations, drug paraphernalia, toxic or biologically hazardous materials or substances. Suspicion of intoxication by any party involved will also cause the movers to stop and report to our office for further instructions. Please do not smoke inside dwellings while movers are operating. You (the shipper) or an authorized representative must be present during the entire course of the move, including all packing phases. This person can be anyone you choose, as long as they understand that they are assuming the responsibilities of the contracting shipper including payment of the moving or packing bill while the contracting shipper is not present. 
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‍Moving Procedures
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A. 
‍Tactical Relocation Systems charges an Hourly Rate and Service or Travel Fee (as declared in your official quote) plus materials (optionally, as consumed). Billable time starts when the movers arrive at your first location (origin), and continues throughout the transport, additional pickups and all delivery phases and locations (destination). Movers will ask you to call in your official start time to our main office line. Time stops when the job has been completed and you verify (physically) that our trucks have been cleared of your belongings. TRS will not assume liability for, or offer any compensation for delays that were not caused by TRS, i.e. delays in obtaining access to dwellings, storage facilities, etc.  

‍B. 
‍The comprehensive nature of our damage coverage requires our movers to complete 2 inspections during your move. The most important of which is your pre-move inspection. Movers will document any apparent, pre-existing damages for comparison to a post-move inspection for the purpose of extrapolating and declaring damages that may or may not have been caused by TRS. The pre-move inspection also serves as irrefutable proof of the contents of your shipment. This can be forwarded to our insurance carrier should the need arise to make a claim for damages. All documentation is for in-house use and is kept private, unless explicitly authorized by the shipper or authorized representative. We sometimes ask customers for permission to use pictures or video for Social Media, but this is entirely up to you. We respect your privacy. 
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C. Once the pre-move inspection has been completed, movers will begin their furniture preparation procedures (assuming the packing has been completed). This involves disassembly of certain furniture items including bedframes, table legs, removable shelving, etc. They will then move on to the padding (blanketing) and wrapping phase. They may or may not employ a combination of these procedures simultaneously. The initiation of the loading phase can happen at any point as well. There are no mandates for the exact sequence of these procedures. Our movers are trained for many different scenarios, but it is ultimately up to them how they wish to accomplish their load. 

‍D. Before transport, the driver may want to confirm the address of the next stop or destination, if he hasn’t done so already. The movers may or may not need to stop for drinks or to refuel the truck. They will make you aware of their intention to stop, and their estimated time of arrival. You may follow the moving truck on each leg of the trip. However, our drivers may be apprehensive about following you, and will most likely urge you to follow them. 

‍E. Upon arrival to your destination, movers will ask to do a quick walk through to develop a plan of action for offloading. This phase of the job will happen very quickly, so it is wise to have a good idea of where you want your items to be placed. Boxes will be distributed throughout the home or office or staged in a certain area according to your preference. They will also ask you whether you would like your furniture to be assembled. As a rule of thumb: if they took it apart, they will automatically want to put it back together. It’s entirely your choice. 

‍F. Blankets must be returned or purchased. Movers will remove and replace the blankets they used for your load. We kindly ask that you allow us to discard the plastic wrap in your receptacle. 

‍G. Once your shipment has been completely offloaded, and all items placed to your satisfaction, the driver will ask you to accompany him on a final inspection of furniture items, as well as a physical inspection of all TRS trucks that were present for your move. 

‍H. To address the issue of lost items TRS requires all trucks to be physically inspected by the shipper or authorized representative at the end of each job or day’s work. We do not have an in-house storage facility, so there is no way for items from shipments to get lost due to our logistics. It is our strong belief that items are invariably perceived to be lost when, in fact, they are simply misplaced. We found that a truck inspection goes a long way to give everyone peace of mind. 

‍I. Once the inspections are complete, the crew leader will go over the bill with you and collect payment. Payment is due immediately at the end of each job or each day’s work (if the job takes multiple days). We accept cash or card. Your deposit will be credited to your bill immediately (as a deduction from the total amount due). 
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‍What You Should Know Before Your Crew Departs
You cannot make a claim for damages after your crew departs. The purpose of the post-move inspection is to discover and report any new damages that may have been caused by us. It is better to make a claim if you suspect anything of being damaged than it is to make the claim after your crew leaves because we simply won’t honor it. 

You may not make a claim for loss after your crew leaves. As mentioned, we do not have a warehouse for storage of household goods. Our warehouse is strictly for equipment. This makes it nearly impossible for items to become missing due to logistical processes. If you feel something was stolen during your move, call the police immediately. Then call us. If you discover that something is missing at any point after your crew leaves, and you     participated in a physical truck inspection please report it immediately.  

We are a family owned business, and can’t afford to have thieves onboard. If this scenario arises, TRS will go to  great lengths to discover the truth and eradicate any possibility of thievery within the company. We will prosecute and immediately terminate the employment of any suspected thief.

Our movers are background checked, bonded, and trusted. Landscapers and other service providers (and random criminals) have been known to rob moving trucks during the loading and offloading processes. We recommend having extra help during these processes to keep an eye on things. It is highly impractical and time consuming to keep opening and closing the cargo door of the moving truck. Our movers are trained to prep and wrap the furniture first, then load either with a single loader, or with alternating trips to the truck to reduce the risk of 3^rd party theft.

It is in our best interest to make sure your move goes as safely and efficiently as possible. We have worked very hard for many years to achieve the reputation that we have, and unfortunately, that reputation makes us a huge target for scammers. Most of the policies we have in place are either to protect you, the customer, or to protect ourselves as a company. We complete dover 1,500 jobs in 2019 and more than 5,000 jobs to date. Many of these jobs are from repeat customers who have seen us in action and absolutely trust us. We want you to have that same feeling of trust when your crew leaves. Thank you for choosing Tactical Relocation Systems.