WE CANNOT TAKE ANY VERBAL REQUEST AFTER THE PICK UP.
Once the pick up is completed, all and any requests for changes MUST BE IN WRITING, via the forms available on the 24/7 help desk page on our website.
You must advise the customers that if they already had a del req in place or FADD on their contract (Bill of Lading), they may request (in writing only) a change, but it may not be honored, if the shipment was already assigned, or if in route.
As licensed interstate movers, we have a legal obligation to Delivery Time Frame. Our obligation to stay in compliance - We required transporting shipment within what federal Regulation (9 CFR 375.1) define as Reasonable Dispatch and what was initially requested in the Bill of Lading, or the first
Delivery Request Form sent by customer, if BOL listed a TBD.
**When customer made a req for a change and the shipment was already assigned to agent or is en route, it is customer's responsibility to find a way to accept the shipment. Here are few resolutions you need to offer:
1. Change vacation or other plans, now preventing them to accept the shipment.
2. Have someone else accept shipment on their behalf (must complete release form).
3. Change delivery location, if the current is not accessible (must send in req for del form. $250 change of route fee may apply)
4. Pay re delivery fees (this is last resort and should be avoided, as can add up to $$$$$$ in fees to customer).**