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Over the last few months, we have had inquiries as to the responsibility and procedure for items not packed by the packing crew and discovered at the time of loading.
Key Challenges:
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Discrepancies in Packing Information: Often, we are advised after the fact that drivers have packed additional items. This prohibits the origin agent from having a crew return to finish packing services.
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Lack of Itemized Weight Information: Packing compensation is billable to the government based on the weight of the HHG’s. Therefore, without the weight details (weight ticket) for each item packed, we cannot provide accurate compensation for packing services.
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Time and Efficiency: Investigating these discrepancies with crews and drivers, obtaining supporting documents and getting all parties to agree on compensation amounts can take a significant amount of time, potentially delaying payments.
To avoid these challenges, we would like to clarify the expectations for packing services:
Guidelines for Packing:
Origin Agents are responsible for packing the entirety of the HHG’s at residence. The exceptions are mattresses in use and a single TV the customer needs overnight or until loading. However, the OA should also leave the boxes or necessary packing material at residence for these items.
- On the day of loading, drivers should only need to pack the mattresses and TV. The driver should not have to provide cartons since they should have been left by the OA.
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If the situation deviates from the above, the driver should immediately contact our Operations Department at 800-722-9144, option 1. We will arrange for the origin agent to come back to pack the remaining items. If the OA is unable to return, then the driver or driver's dispatch should provide a quote to include an itemized list of packing material and labor needed to pack the remaining items. This quote should be given to our Operations team when you contact them, and they will provide approval. The cost of the packing will be deducted from the origin agent's compensation.
- Alternatively, it is often faster and more efficient for the driver to work out the matter with the origin agent and receive payment directly.
We understand that these situations can be frustrating, but following these guidelines will help streamline the process and minimize issues. If you encounter any challenges or need further clarification, do not hesitate to reach out.
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