The Promise, in One Paragraph
When Milestone Moving Co. finishes a job, that job is covered for 90 days. If something we moved, loaded, packed, or handled isn’t right within that window, one call to (855) 890-3455 brings a Milestone crew back to fix it or a Milestone check to make it right. No forms to track down. No third-party runaround. No asterisks. The Keystone Standard means the family that cares for your house also stands behind the people who carry everything inside it.
What’s Covered
- The work we performed: Any loading, transport, unloading, or placement done by a Milestone crew is covered against defects in workmanship for the full 90 days from your service date.
- Packing we completed: If we packed it and something isn’t right inside that box, we own that outcome and we’ll make it right.
- Materials and supplies we provided: Wardrobe boxes, packing materials, blankets, and any other supplies we furnished as part of your move are covered for the same 90-day window.
- A return visit at no charge: If we need to come back and look at something, that visit costs you nothing.
- A redo when a fix doesn’t hold: If we address a concern and it comes back within the 90 days, we come back too.
- Clean conditions on departure: We leave every home broom-clean. If that standard wasn’t met, that’s on us to correct.
What Isn’t Covered
- Damage that happened after we left: A storm, an accident, a subsequent move by another company – if something caused damage after our crew cleared the job, this promise doesn’t reach it. That said, if you’re not sure, call us anyway and we’ll look.
- Work done by someone else: If another company or contractor touched the same item or area after our visit, we can’t stand behind their portion of the work.
- Parts or materials you supplied: We’re responsible for what we bring. If you provided a box, a crate, or other packing material that failed, that falls outside this promise – though we’re happy to talk it through.
- Normal wear on items we didn’t pack or install: Pre-existing scratches, mechanical wear on furniture hardware, or cosmetic aging that was there before we arrived isn’t something we created, so it isn’t something we cover.
- Problems you chose not to address when we flagged them: If our crew noted a concern before or during the move and you asked us to proceed anyway, that specific item is outside the promise. We’ll document that conversation so there’s no confusion later.
- Specialty situations outside our scope: Hazardous materials, live plants, and perishables are outside what any moving company can responsibly warrant. We’ll always tell you this upfront, not on move day.
How to Use the Promise
Step 1: Call (855) 890-3455 or book online
Reach us by phone or through the contact form on our site. A live person answers that number 24 hours a day, 7 days a week – before the move, during it, and at the claims desk after.
Step 2: Tell us the job and roughly when it happened
Give us your name and a general description of the move or service. We have the job on file, so there’s no receipt to hunt down, no invoice number to read off, and no form to fill out before we’ll talk to you.
Step 3: We schedule the return visit
We’ll confirm whether a crew visit or another resolution makes more sense, and we’ll set a time that works. You’ll get a window – same as on move day – and we’ll call ahead before we knock.
Step 4: We make it right
A Milestone crew addresses the concern directly, or we issue a check. Either way, the resolution comes from Milestone – not a subcontractor, not a third-party claims processor with a six-week queue.
Timing
The 90-day window opens on the date your service was completed and closes 90 days later. If something comes to your attention a few days after the window closes, call us. We’re not going to turn a legitimate concern away over a calendar technicality. Milestone crews are hired locally and operate across 35 states, but every location operates under the same Keystone Standard – what this page says in Hollywood, Florida is what it says in every metro we serve. The promise travels with the truck.
Questions About the Promise
If anything about The Keystone Standard isn’t clear, or if you have a concern you want to talk through before formally raising it, call (855) 890-3455. Someone with the job on file will answer. There’s no queue to navigate and no script to sit through – just a straight conversation about how we make it right.
Written by Dale Whitmore, Owner & Crew Chief at Milestone Moving Co., serving communities across 35 states since 2006.