Even the most carefully executed move can run into unexpected issues. Whether it’s a scratched desk, a misplaced item, or a delay in delivery, what matters most is how your moving company responds.

At Sterling Corporation, we understand that your trust hinges not just on how we perform, but on how we make things right when problems arise. That’s why our complaint and damage claim process is built around speed, clarity, and customer satisfaction.

Here’s what you can expect if you ever need to file a concern with Sterling.

Clear, Accessible Communication Channels

If you experience an issue during or after your move, you don’t need to chase down answers. Our clients have:

  • Direct access to their dedicated move coordinator
  • A clear point of contact for questions or concerns (usually your move coordinator)
  • Convenient options for reporting any issues; reach us by phone or email, whichever works best for you

We believe you should never be left wondering who to contact or what happens next.

Prompt Response Time

We know that unresolved issues can disrupt your operations or peace of mind. That’s why we aim to respond to all complaints and damage reports within 3 business days – often faster.

Once we receive your concern, we promptly acknowledge your report and initiate a documented review process to ensure a thorough and timely resolution.

No black holes, no runaround, just accountability.

Simple, Transparent Claim Process

If damage occurs during your move, our process is designed to be straightforward:

  • You submit a damage claim with details and photos
  • We evaluate the issue, including valuation coverage and documentation
  • A decision is made on whether to repair, replace, or compensate

We walk you through the options and ensure the final resolution aligns with your coverage level and expectations.

Fair Valuation & Protection Options

Not all items are covered equally. That’s why Sterling offers:

  • Released Value Protection: Basic coverage at $0.60/lb. per item (included at no cost)
  • Full Value Protection: Optional upgrade to cover repair or product value

We also offer guidance on third-party insurance for high-value or specialized assets. By educating clients upfront, we reduce surprises down the line.

A Culture of Accountability

We don’t treat claims as nuisances—we treat them as opportunities to earn your loyalty. Every issue is reviewed for root cause, and lessons are shared with our teams to improve future performance.

Sterling crews are trained to document and report potential concerns proactively, helping us get ahead of problems before they escalate.

Want a fast, no-obligation quote for your next move?

Get your free instant estimate today at sterlingmoving.com/get-your-free-estimate