MoveMaster Terms & Conditions
Expectations: We offer professional, quick & efficient service at a fair and reasonable price that is unmatched by other "movers" on Citimove or Craigslist. We are the only moving service that monitors your move while it's in progress, ask for your feedback and immediately iron-out any kinks to make sure your experience is a pleasant one. We encourage you to contact us for any reason throughout your move. The movers are there for you and you should feel comfortable interacting with them or expressing your needs. Your satisfaction is our priority. Furthermore, we never cancel a move even if one of our vehicles breaks down as we have a backup vehicle that is solely used for such emergencies. You can be assured that once you book your move with us, that it will be satisfactorily completed. We do provide at NO charge blankets, tape, dollies and all the essentials (NOT including boxes) to make your move an efficient and safe experience.
Booking Appointments: As we are a very popular and busy small moving company (due to our excellent reputation), we book up quickly. Moves are only confirmed once we receive the required deposit. We cannot make tentative appointments for customers. The first prospective customer that pays the deposit secures the date & time. We stress this because some customers do not get back to us in a timely fashion and are disappointed to discover that their slot slipped away. We do try and accommodate everyone but we can only run 5 crews simultaneously. Also, if not the first move of the day, we CANNOT guarantee that we will be on time to your move (though we make EVERY possible effort to do so) for various valid reasons. If there is a delay due to unforeseen circumstances, we will give you the courtesy of a call the moment we know about it. We never want to be late because we know we have a responsibility to you and want to make this the best moving experience you ever had. WE DO NOT GIVE DISCOUNTS FOR LATENESS as the flat rate is formulated by the work that needs to be performed and not when the move starts and ends. We have N*E*V*E*R stood a customer up or cancelled an appointment (see guarantee below).
Payment/Deposit: Cash is the preferred method of payment but you also have the option to pay via credit card (Visa, MasterCard, Discover, and American Express) through www.paypal.com, an eBay company. There is NO need to sign up for an account to make a payment if you do not already have one. If your move is local, there is a 35% deposit required ($35 minimum & the 3.9% PayPal surcharge does NOT pertain to deposits). If your move is long distance, (more than 75 miles between destinations) a 50% deposit is necessary. Once we send the invoice, all deposits are due within 48 hours unless your move is within 48 hours then deposits are due immediately. There is a 3.9% surcharge IF paying the balance or full amount (via credit cards or from existing PayPal funds in your account) through PayPal, as they charge us 3.9% to accept credit card payments. You also have the option to send a US POSTAL money order if it arrives at least 5 days before your moving day (ask for details). NO CHECKS or PayPal eChecks accepted. The remaining balance must be made the moment the move is complete. We cannot wait for you to go to an ATM, bank or to set up your computer (if paying via PayPal) as there are other customers awaiting our arrival.
Insurance: We do not carry insurance against damage that may occur. However, if any damage is incurred by our movers during your move, we will take care of it on the spot (this does not apply when a client is assisting instead of utilizing 2 movers as we can't fairly determine who caused the damage). We will either send our furniture repair division to satisfactorily repair damage. If damage cannot be repaired we will reimburse up to 50% of the present value of the item. All items must be inspected PRIOR to the movers' departure to qualify for compensation. This coverage does not include poorly packed items in boxes. We are so confident about the level of service we provide that we can make this guarantee.
Certificate of Insurance: We do NOT hold a certificate of insurance (movers who do charge 40-60% more). However, there is a loophole that almost ALWAYS works. Tell your managing agent that you have decided to move yourself with help from friends/family/hired helpers. Your agent may require that you leave a deposit before the move actually starts if they want some assurance that no damage will occur to their hallways or elevator (even though it's padded for the move). By law, they cannot refuse you to perform a self-move without using professional movers. USING THIS METHOD WILL ALWAYS ALLOW US TO PERFORM YOUR MOVE. To this end, our vehicles have no markings and our movers do not wear uniforms. If you'd like some references of clients we have moved utilizing this method, just ask. If your agent tells you that you are not allowed to perform a self-move, you should immediately call 311, state your complaint and you will be directed to the correct city agency that handles these matters.
Cancellation: A 35% CANCELLATION FEE (50% for long distance moves) applies if you cancel your move WITHIN 48 HOURS of your scheduled date/time for any reason including: seller cancels or never shows, it's raining (believe us, it's happened), work or personal issues, closing fell through, work in apt. not complete, etc... (The cancellation fee is covered by your deposit. If WE cancel your move [we have never cancelled a move] for any reason (except for acts of God like heavy snow fall or flooding or circumstances beyond our control like a blackout), we will refund your deposit and pay YOU a 35% cancellation fee ($35 minimum)!
Rescheduling: A 15% RESCHEDULING FEE ($20 minimum) applies if you reschedule your move WITHIN 48 HOURS for any reason. The rescheduling fee will be added to your balance and be collected upon completion of your move. The move must be rescheduled within 2 weeks or will be considered a cancellation.
Price Adjustments: Keep in mind that we need at least 48 hours before your scheduled date/time to adjust the price down for removing items from your move. Although we do not charge for time, we still calculate time for a move so we can schedule them; it is based on items; so if you have fewer items, the move will take less time. This would allow us to start another move earlier or sometimes even squeeze another move in between. We wouldn't be able to do this without enough time to do so. If you have substantially more than what was originally listed the price will be fairly increased to cover the additional work involved. We NEVER take advantage of customers in this situation as we believe in fairness & trust as is expected in any relationship.
Tipping Policy: As this is a service business tipping is expected. Just as you would tip a waiter/waitress' for their services, movers who physically exert themselves all day long expect tips too. The general rule of thumb for tipping is 15-20% split between the movers, but should be based on the movers' performance and your overall satisfaction. Please tip them as you deem appropriate for they are dependent on tips as part of their livelihood and it's best to tip them separately as they would like to personally thank you.
Considerations: There is much more to consider than just the cost of your move when determining the selection of a mover. Important aspects that should be considered are quality of service, reliability, experience and dedication to serve the needs of the customer. There are an overwhelming number of "movers" on craigslist, many of them part-time or fly-by-nights, who lack experience, common sense and foresight. Other factors that should be considered are references, online reviews, and the ability for a mover to ask insightful questions to determine the scope and preparation necessary to provide a safe, efficient and successful move; leaving the customer with a sense of gratification rather than the disappointment usually associated with movers. These combined characteristics are what reveal the true nature and expertise of a moving company.