Frequently Asked Questions
Have a question? Please check out our FAQs below to view the answers to some of our most common questions regarding our company policies, booking a move, what to expect, and more!
If we’re not able to answer you question(s) below, or if you need further clarity on something, please feel free to contact us directly at (214)-210-3322 or [email protected]
FAQs
How do I schedule a move?
There are a couple of ways! You can either: reach out to us directly via phone call, text or email, or complete our Moving Inquiry Form. Once received, one of our representatives will be in touch with you to verify the details of your move, provide you with an individualized a quote, and confirm your reservation.
Is a deposit required to book my move?
No, we do not charge a deposit to reserve your booking. We simply ask that you provide us with advanced notice as possible, should your plans or needs change.
What happens if I need to cancel or reschedule my move?
We know that moving can be complicated, and that plans sometimes change. If you need to cancel your reservation, we simply ask that you give advanced notice of your cancellation or potential need for rescheduling so we can fill your time slot, if possible.
What forms of payment do you accept?
While we prefer cash or Zelle for payment, if possible, we are also able to accept Venmo, PayPal, Square or all major debit & credit cards, with a small added processing fee. We do not accept checks or money orders.
*Please note: our movers do not carry cash and are unable to provide exact change.
What if I don't have exact cash to pay for my move?
That’s no problem! We can accept a partial payment in cash, and the remainder of your invoice can be paid via Zelle, Venmo, PayPal or by debit/credit card.
If you’re able to make a partial payment in cash, we can waive the processing fee for all other forms of payments.
When is payment due?
Full payment is not due until immediately following the move, and must be made on the same day you received our services, per our Customer Contract. We do not require a deposit, and no money is due until the move has been completed.
Upon the unloading of your final item, our movers will stop the time and calculate your exact amount due to the minute of the services provided, based on the agreed upon hourly rate and trip fee.
Do you charge by the hour or a flat rate?
We strive to keep our pricing fair and transparent, and have found that the most fair pricing structure for the customer and for ourselves is an hourly rate with an hourly minimum. The only additional charge you will encounter is a flat rate trip fee, which will be discussed upon booking your reservation, and an optional appliance installation fee, where it applies.
Are there any hidden fees I should know about?
We aim to keep our pricing honest and straight-forward. We are proud to say we do not charge any hidden or unexpected fees. You can rest assured in knowing exactly what your bill will be by calculating the total hours spent + the trip fee that was previously discussed, and any appliance fees, where it applies.
Upon completion of your move, your movers will calculate your total bill based on the details above. You can rest assured that you will not be charged any: hidden or surprise fees, stair fees, equipment costs, or other charges not otherwise mentioned when you received your quote.
What is included in the hourly rate?
After reviewing the details of your move included in your Moving Inquiry form, one of our representatives will recommend 2, 3 or 4 movers for your move. The hourly rate will reflect the amount of movers needed to handle your move with efficiency and safety for your belongings in mind.
The hourly rate includes labor for the required number of movers, as well as all necessary furniture pads, plastic wrap and doorway/floor protection to prevent damages, at no additional cost to you!
Am I required to tip my movers?
Gratuity is not required, but is not included in the hourly rate and is strongly encouraged, (and absolutely appreciated) if you believe the service you have received is worthy of a tip! We do ask that all tips be made in cash, if possible. Our movers retain 100% of the tips they receive, and it is a great way to show them your appreciation for all of their hard work!
What if I am unable to afford a tip?
The cost of moving can be expensive, so we totally understand if you can’t leave a tip. An alternative to tipping (that we would very much appreciate) is to leave us a great review on our Google Business page! Customer reviews are a great way for us to reach new prospective customers.
Please be sure to mention your awesome movers by name, as we also have our own internal incentive programs for our movers!
How do you estimate my quote?
There are a number of factors that can impact your individualized hourly rate, but it is primarily based upon the number of movers required for your move, the estimated duration based upon the details you’ve provide in the Moving Inquiry Form, and the size of the trip fee based upon mileage within our service area. Please understand that each and every move has its own complications that can impact the duration, and ultimately the cost, as well.
How long does a move usually take?
It’s extremely difficult to predict due to a variety of factors, including: house size, efficiency of packing, number of belongings, number of boxes, amount of miscellaneous items, number of trip required, stairs, elevators, walking distance between your door and our truck, driving distance between locations, traffic, etc.
While we can’t always predict the duration because of these factors, we can promise that we will work as efficiently as possible without sacrificing our standard to protect your home and your belongings.
What is a trip fee and why do you charge one?
Because moving is a transportation business, there are many operating costs we must factor in (multiple insurance coverages, fuel, vehicle maintenance, vehicle mileage, etc). The trip fee accounts for all of these factors on a per trip basis.
The trip fee associated with your move is calculated by a standard fee based upon where your residence(s) are located within our service area + the mileage between all locations. This fee will be fully communicated with you prior to booking your move. You will not be charged any hidden fees. Please know we will generally avoid tolls unless tolls are required for your move, in which case the estimated toll fee will be added to your final bill.
What happens if our movers damage something?
We do everything in our power to prevent damages from occurring, including wrapping all necessary furniture pieces with furniture padding and plastic wrap. Unfortunately, even with all of these safe handling practices, accidents do happen. If we notice a damaged item, we will notify you right away. We are fully insured and bonded, and take damages very seriously.
*Note: If your move has been completed and you believe we have damaged an item, please take photos and submit them to your booking agent within 72 hours following your move.
How can I prevent damages?
Generally, we will not move loose or bagged items, unprotected artwork and other highly fragile items, or furniture containing granite tabletops. We also ask that you empty all drawers of all of your furniture prior to our arrival to help prevent damages. We recommend you move all very fragile or sentimental items independently to avoid our movers possibly damaging any of those items.
How can I help on moving day?
It’s normal to feel the need to help your movers on moving day, but please remember: you are paying us to provide a service, and we truly love what we do! Please let us handle all of the heavy-lifting, as we are not liable for any injuries that you or your family might incur during the moving process (and sometimes you may actually slow us down by trying to help!) We promise we will work as efficiently as possible to get your move done in a timely manner!
What are some helpful tips to make my move go faster?
The more prepared and organized you are prior to our arrival, the faster (and cheaper) your move will be! We also ask that you please make sure your children and pets are kept out of the way during the loading and unloading phases of your move, and avoid booking multiple vendors (i.e. appliance deliveries, interne/cable technicians, etc) on the same day.
Some customers also elect to move a lot of the smaller and miscellaneous items on their own so we can use our time wisely with all of the heavy lifting and furniture pieces.
How do the movers prevent damages?
We do our best to prevent damages by wrapping all necessary furniture in padding prior to moving them, stacking items safely and efficiently in our truck, utilizing straps to fasten and secure items that may shift throughout transit, and preventing potential accidents from occurring throughout all three phases of the moving process. We also go the extra mile to protect your home in the form of doorway protectors and floor runners.
Can the movers disassemble and reassemble my furniture?
We can absolutely disassemble and/or reassemble all necessary furniture at no additional cost, (including bed frames, tables, etc.), but please be aware that this will increase the time required to complete your move, and thus increase the cost. Some customers opt to do this on their own to save on the overall cost of their move. Either way, it’s totally up to you!
Can my movers disconnect/reconnect appliances?
Yes, our movers have all the tools to disconnect and reconnect washers, dryers, and refrigerators for an additional fee. This must be communicated prior to our arrival so we can show up prepared.
*Please note: Because our movers are not professional plumbers or electricians, it is important to inspect the appliances’ connection afterwards. You will also be asked to sign a waiver releasing us of any liability associated with potential mishandling of water lines or exhaust hoses.
How early should I book my move?
This depends on when you are moving. We currently operate on weekends only, so our availability is limited year round, and we recommend you reach out to us 1-3 weeks prior to your moving date.
If you plan to move between April-September, or your moving during the beginning/end of each month, we recommend that you reach out 2-6 weeks prior to your scheduled move, as these are our busiest times.
Are there any items I should plan to move on my own?
We recommend moving certain items on your own to prevent damage or misplacement of these items: jewelry, cash, guns/weapons, ammunition, prescription medications, very fragile or breakable items, irreplaceable or sentimental items, loose-hanging wardrobe, etc.
*Please be advised: Our movers will not move the following items: large safes (250+ lbs), pianos, granite furniture pieces, items containing volatile liquids or other hazardous materials (including lawn mowers, weed eaters, etc unless empty of fuel), or unprotected artwork/decor, weaponry, dirtbikes/motorcycles, billiards tables, or any other item that requires special knowledge or specific permits to transport legally.
What if my movers show up late?
We will do our best to arrive on-time, however there are instances of unforeseen circumstances within the transportation industry. If your move is during a later slot (11:00 AM or later), we will try to provide you with an arrival window and will stay in close contact with you that morning to update you on changes to our estimated arrival.
Regardless, we will do our best to provide a 60-minute arrival window on the day of your move. If our movers arrive after this, we will gladly deduct $25 from your total bill, no questions asked.
Social Media Posts
