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FAQ’s:
Vanderbilt’s Interstate Moving Service Program
1. Who is our contracted Move Supplier? Alexander’s Mobility
Services is Atlas Van Lines top agent
in both quality and production. They are based in Nashville
with locations in every region of the United States.
They are one of the few moving companies to have earned ISO9000
certification for their quality processes.
2. Who coordinates the Move Program at Vanderbilt?
Maggie Robinson is the Sourcing Officer in Procurement Services assigned as the liaison for Move
Services. Maggie is responsible for managing the supplier relationships
and to advise the departments and transferees about the program. Her
phone number is 615.936.7894
or email address
maggie.robinson@vanderbilt.edu
3. Who coordinates the moves at the Supplier? Shawn Coode is our
Customer Service Representative assigned exclusively to Vanderbilt.
Call
615.254.8575 or
scoode@alexanders.net
4. Is this a mandatory contract? Although this Program is not
mandatory, Alexander’s Mobility Services was awarded formal contracts for all of Vanderbilt University.
Procurement conducted a comprehensive proposal evaluation involving many
major suppliers and selected the partnership of Alexander’s Mobility
Services for their superior customer service
programs, competitive costs and quality assurance systems. Vanderbilt’s
substantial volume allowed us to negotiate exceptionally competitive
discounts and additional value-added services. In the event of a problem
with your move, our contractual relationship with the suppliers provides
all parties with additional coverage.
5. What Value-Added Services are available? All transferees
receive a free one-time packing debris pick-up service. Just schedule
the pick-up with Move Coordinator Shawn Coode. Major appliance hook-up
services, crating services for glass and fragile items and reduced rates
for storage are just some of the additional services offered. An
additional benefit of this program is direct billing to the Vanderbilt
department. This eliminates COD transactions and the need for the
employee to “float” the expense. See additional details below.
6. Are there special services for VIPs? Yes. Alexander’s can provide custom services for special moves. Contract
Move
Coordinator Shawn Coode for more details.
7. Are my household goods insured against damage or loss? Yes.
Your entire shipment is insured up to $100,000 in value at no extra
charge. Should the value of your shipment exceed this amount, additional
coverage is available at a very reduced rate. This insurance coverage is
an additional benefit of this program.
8. Who is responsible for the payment of the invoice? Vanderbilt
is responsible for payment of the full amount of the invoice. Each
department bringing in a new employee will assume the responsibility of
payment of invoices under this program. However if the employee selects
a non-contract Supplier, the employee is responsible for paying the
Supplier’s invoice and to request reimbursement from the hiring
department.
9. If the final invoice is more that the allowance given to the
incoming employee, how does the department handle payment? The total
invoice amount will be paid by the home department. If the final invoice
exceeds the allowance given to the employee for the move, the employee
must reimburse the department. There is no exchange of money between the
incoming employee and the Supplier.
10. How do I contact the Supplier for an estimate? There are
multiple ways to contact the Supplier for an estimate on a new move. The
preferred choice is via the Procurement homepage link
HERE to Alexander’s Mobility Services’ online customer
service center. Contact can also be made directly to the Supplier via
phone, email or fax.
Contact
information
11. How do I receive information about the move process? Each new
incoming employee will receive a “Move Pack” from Alexander’s via email,
fax or mail which explains exactly the steps that will be taken by the
Supplier in the move process. It will include all rules, regulations and
exceptions, if any, that apply to the move. Get more
information
HERE.
12. How can I track my move? There are two ways to track your
move at any given point in time. You can connect via the Procurement
homepage to Alexander’s Move Track which will tell you exactly where
your shipment is based on your registration number. This number is
assigned to the incoming employee when the move is scheduled. The move
can also be tracked directly through the Alexander’s Move Coordinator
Shawn Coode.
Track Your Move
13. I need to transport my automobile. How is this handled?
Alexander’s is equipped to ship your car either on board the moving van
or with a third-party car carrier. Alexander’s will provide you a cost
estimate for shipping your car based on your situation.
14. Are international relocations covered under this program?
Yes. As an Atlas Van Lines agent, Alexander’s is able to coordinate and
manage any type of international move.
International
Move Center
/
Cross Border Move Center
15. Does this contract cover laboratory/clinical equipment moves?
Yes, this contract covers any laboratory or clinical equipment needed to
be moved in relationship to the relocation of a new employee.
Alexander’s Mobility Services is fully equipped to accommodate the needs
of any unusual or special requirements necessary for the transport of
specialized equipment. All moves for laboratory / clinical equipment
require prior approval from the hiring department. Contact Alexander’s
for more details.
16. What constitutes a “delivery window” or
"spread dates?"
With our selected preferred movers you will always be guaranteed a
specific load date. For delivery you will typically have a
pre-determined delivery window based on the weight of your belongings
and the distance of your move. Shawn Coode will explain the applicable
spread of delivery dates for your move, working with you to establish
the best possible delivery window. She will also communicate specific
delivery information as soon as possible in the move process.
Alexander's Mobility has a standard of
providing 24 hour notification prior to delivery within the delivery
window, allowing you to plan accordingly. Furthermore on-time delivery
is guaranteed. You will be compensated by our movers directly for
reasonable expenses you incur if your belongings are delivered outside
of the agreed delivery window.
17. Does the Supplier guarantee their Pick-Up and Delivery dates?
Yes. Our suppliers guarantee a one-day pick-up service and will provide
compensation if they fail to keep either the pick-up or delivery dates.
18. How do I get in touch with the Supplier after hours? A
Supplier Hot Line has been set up and is accessible 24 hours a day, 7
days a week for any critical service needs that might occur after hours.
19. How do I file a claim in the event of loss or
damage? Claims are processed directly
through Move Coordinator Shawn Coode. Shawn will insure your claims are
processed quickly and efficiently. (ph.
615-254-8575 or scoode@alexanders.net)
20. What if I have a
complaint about these services? Move Coordinator Shawn Coode
will immediately address any complaints or customer satisfaction issues. |
