Before the Move.

How much notice is needed?

The more notice you can provide the better, as more crews should be available for you to choose from. To book online, we require a minimum of 48 hrs. notice. To schedule last minute moves, please contact us via chat so that we can assist you with scheduling of services.

How much time should I book?

Please use our booking guide for estimates. After booking, the selected mover will also be in contact with you to further discuss your move details. If necessary, you may adjust your scheduled book time in your customer portal.

How do I pay?

 

A portion of your payment is required upfront to schedule services.  MoveLift accepts all major credit cards, such as Visa, Mastercard, Discover, and American Express.  Prior to finalizing the scheduling of services, you will have the opportunity to review all charges due at the time of booking and after the move. Charges due after the move are to be paid directly to your selected service provider. Accepted payment method details are available to you within the vendor profile, at the bottom of the checkout page and within your 24hr reminder email.

 

What is a packing kit?

 

Our packing kits are an add-on option that is available for you to purchase at the time of booking. Within the kit, you will have many items that will assist you with ensuring the protection and safety of your belongings. Packing kits come in two sizes, one for a 16 and one for 26 foot truck. Each kit will have a description as to what is included and at what cost. You must order the kit a minimum of 7 days in advance to allow for shipping time. Kits will be sent to the address on file for the load location unless we receive an email with other instructions. Kits are not refundable as they are mailed within 4hrs of purchase.

 

Am I able to make any changes to my booked order?

 

If you need to make any changes to your booked order, such as the date, time, hours booked, and number of mores, you may request those changes by calling, emailing or chatting with MoveLift.  Your selected mover will review those changes and verify it they are able to accommodate.  If the mover cannot make those alterations, MoveLift will work with you to seek out other assistance.

 

How do I request order changes?

 

Any changes to your order must be processed by MoveLift at your request. Please note that last minute changes are subject to a $25 modification fee. Ability to make requested changes will also be based on the availability of the selected provider.

 

Do the movers work for MoveLift?

Movers are independent service providers, they do not work for or represent MoveLift.

 

How do I find out what time they are arriving?

Crews will arrive within the 1 hr window that you selected upon booking. To obtain updates on arrival on the day of the move, please contact your selected provider. They are to inform you directly of any delays or early arrival time possibilities.

 

How do I contact them?

After scheduling your services, you will receive a confirmation email which will include contact information. Simply click 'customer login' on the header. Upon entering your credentials, you may click user dashboard to open your inbox.

 

What if I need to cancel?


Services may be cancelled or modified with full refund up to 7 days in advance.  A $60 processing fee will be retained for any cancellation made to services less than 7 days from the Service date, up to 48 hours prior to the service date.  Services cancelled within 48 hours of the service date will be subject to the processing fee plus an additional $100 late cancellation fee.  This late cancellation fee is processed by MoveLift and the appropriate portion is passed on to the Service provider to cover cost of labor scheduling and lost job opportunities.

 

What supplies will the crew bring?

All supplies included free of charge will be listed under equipment. Some vendors will have supplies available at a cost, if so, there will be a dollar sign next to item. This is an indicator that you may “purchase” this item for the move.

 

Will the crew help me pack?

We focus on loading and unloading services. It is ideal to have everything packed and ready to be loaded upon arrival of crew since they are not professional packers. If you wish to discuss the possibility of adding this to your service, you may discuss that directly with the crew.

 

Will the crew have a truck?

Services booked will not include moving truck, container or any other means to transport your belongings.

 

Can they drive my truck?

Due to insurance liabilities, the crew is not allowed to drive your truck or your personal vehicle/s.
 

 Is there additional cost for stairs or elevators?

Our crews do not charge extra for stairs or elevators, however, the job will take longer than normal when elevators or stairs are involved.  Please make sure to allot for additional time. If the movers need to go up or down multiple flights of stairs, they may require a larger crew size. 

 

Will I be charged for travel time?

Any travel charge for your area will be included in your pricing. Travel time is not “on clock” time, the time will begin upon the crew’s arrival at your location. The only exception is when scheduling a load follow to unload.

 

Are all movers insured and licensed?

MoveLift requires all movers on this site to have state required workers comp. and general liability insurance. License and insurance information will be listed in credentials section. Please note, not all vendors will have a license as its not required for this type of service. In regards insurance for your household goods, we require all vendors to offer a minimum of $.60 cents per pound per items as determined by the US DOT standard weights and measurements. Some movers may offer additional insurance and, if so, will have that listed under Accreditations and Features. In the event of item damage requiring insurance coverage, please report them directly to your mover as they occur. Please note that damage terms apply to damage done while crew is on site, damage during transit is not typically covered. For more information, please refer to Movers' profiles.

 

Are the movers background checked?

MoveLift requires all listed movers to perform criminal background checks on any/all employees that are entering the homes of customers. Mover is responsible to provide accurate information regarding employee background check status.

 

Is there anything the movers will not load or unload?

Hazardous material, weapons, cash, collectables, jewelry are some of the items that your mover will not move. Please contact the selected provider to discuss any additional items not included on this list.

During the Move.

What if they are late?

In the event of a late arrival, please contact your selected crew directly.  If you cannot reach them within a reasonable amount of time, please contact our office.  We will step in and help you get in contact with the crew or help you find an alternate crew.

 

Should I tip?

Tips are not required but are always appreciated.  The tip amount should be performance based.  Per customer feedback, the typical amount is $15-$25 per worker.   As payment is collected at the time of booking, any tips will need to be provided directly to your Mover in cash.

 

What if I book more hours than I need?

Based on your booking, the crew will block out the hours for the specified time you select.  Due to this scheduling system, the crew will not have an opportunity to schedule a job during any unused time. Typically, movers do not offer refunds for unused time, however, you may discuss this with the mover directly to see if any exceptions can be made.   Please note, any refunds would be issued directly by the crew.


What if the crew does not show up?

Always contact your crew first to get any updates on their arrival time.  If you cannot reach them for any reason, please contact our office.  We will help you find a replacement crew, if necessary.  We do track no shows in our system and encourage you to leave a review in the event the crew does not arrive.

 

What if I need them for more hours than I booked?

MoveLift does not make any guarantees that movers will be available to work past the time selected. That is why we stress the importance of scheduling the proper amount of time for your move.  After determining the need for extra time and verifying your mover can accommodate, you will pay your mover directly for any additional hourly time. Additional hourly rates can be referenced on your order form and email confirmation

 

What if a mover is injured while on the job?

For your protection, we highly recommend that you request a release of liability from your mover at the time of confirmation.

 

How do I know the crew won’t take their time?

Crews want satisfied customers because their reviews generate more business for them.  If you feel the job took much longer than what is within reason, feel free to contact the crew and discuss your concerns.

 

Am I able to direct the movers on the loading and/or unloading process?

 

The mover’s priority is to ensure the safety of your belongings and their crew.   To do so, they usually prefer to load and unload as their industry experience dictates.   If you wish to direct the crew to load or unload in a specific manner, they may request a signature on a release of liability form.

 

Do crews take lunches and/or breaks?

Water and bathroom breaks might be needed, especially during certain weather conditions.  In addition to small breaks, lunch breaks may be necessary on long jobs.  The mover can explain break/lunch policies with you in more details.  Most crews will deduct lengthy break times from their ‘on clock’ time.

 

Will the crew take apart or put together my items?

This is dependent on the selected mover.   For movers that provide these services, there will be a green check mark or a dollar sign next to them under Tools & Materials.  There will also be checkboxes for specific equipment when you place your order.  Some items may require special tools that the crew may not have. It is always best to discuss this with your mover before the move date and consider the additional time for assembling/disassembling in hours booked.

After the Move.

If I am dissatisfied, what do I do?

Contact your mover and allow them the opportunity to address these concerns.  If the issue is not resolved, you may leave a review describing your experience.  Please note, any monetary settlement will be discussed with and issued directly by your mover.

 

What if damage occurs?

Please contact your mover to report damages and request any necessary claim forms.  Any damage claims are to be directly conducted with your servicing mover. Please be sure to contact your mover asap, it is ideal to point it out when it happens. 

 

Will my review be edited or removed for any reason?

The only time we will remove a review is if it contains profanity, racism, reference to other companies, and/or details to be considered inappropriate or untruthful.  We want to make sure reviews are accurate representations of the customer experience without offending customers who may read them.  We do not remove reviews upon a movers’ request.

 

What personal details are included in my review?

Your first name, last initial, and the city where the services took place are the only details that will be displayed.

 

Can the mover respond to a review I leave?

Although we do not remove reviews under a vendor request, we do allow them to reply to reviews.

 

 

 

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