It is extremely important to us that our customers understand our policies. We understand how frustrating it can be and how unfair it can feel when a company informs you of a policy you didn’t realize you signed off on and now you aren’t getting what you expected.
For that reason, we aim to be as upfront as possible about all of our policies. Not only do we have them listed below, but they are listed at various points during the paperwork you receive / sign off on. Don’t worry, they aren’t pages and pages of legal jargon. Additionally, most will be covered by our staff, whether it be our Moving Consultants or our Muscle Movers. If you have any questions, please reach out.
If furniture made of particle board is still assembled when we’re moving it, it is not eligible for a damage claim.
Such furniture is great when it’s in your home and being used as intended. But, once we start carrying it longer distances, loading it into our truck and stack items around it, it can break easily.
We recommend disassembling particle board furniture before we arrive onsite for your service, so we are able to safely transport it to your new location.
Should your service require a fee for parking our moving vehicles a reasonable distance from your location, the cost of said fees will be included on the final invoice for your service.
We recommend communicating ahead of time with either our Sales or Operations team about the most cost-effective and efficient parking options.
For liability reasons, our Muscle Movers are not able to disassemble or reassemble bunk beds, cribs, appliances or exercise equipment.
As a separate service, we can arrange for our handyman to come out to help with that type of assembly as well as mounting or dismounting TVs from TV stands or walls.
When a customer provides the vehicle for transporting items, we will offer advice on how that vehicle is loaded. We will pad and protect items, and arrange and secure the load to the best of our abilities. However, we cannot offer any liability protection for damage that may occur during transportation as we do not have control over the load or how it is handled after our service has concluded.
Our policy on mattresses and box springs is similar to our policy on lamps, televisions, and other flat-screen electronics: Without the proper protection, in this case a mattress bag, we cannot protect your items from dirt or damage in the back of our truck.
Therefore, we cannot be held liable for damaged or dirtied mattresses or boxsprings, if you do not purchase a mattress bag from us or elsewhere and allow our crew to use it on the day of your service.
Without the original packaging or something similarly suited to protecting your TV, the backs of our trucks are not particularly hospitable to their safe transport.
If the item needs to be moved in our vehicle, we ask that customer rent a TV protection kit from us or they provide original packaging.
The best (and cheapest option) is moving your TV in your personal vehicle. And, we’re happy to help load and unload it from your vehicle.
We require a retainer that is equal to the minimum service fee plus the one-time travel fee in order to secure a reservation on our calendar. We consider the retainer payment a mutual promise between us and our customers; we promise to be 100% committed to you, and we reasonably expect that you intend to use our services or notify us of cancellation within an appropriate amount of time.
The retainer is fully refundable with at least three (3) days notice of cancellation. Within three (3) days of your reservation you may still reschedule your move for a $50 reschedule fee, subject to our availability, and your retainer will transfer with your new reservation. The retainer becomes non-transferable within 24 hours of your reservation because, by that point, we have most likely lost the ability to reschedule a new customer in place of your reservation.
The retainer fee is due upon securing your reservation and can be paid over the phone with any major credit card.
Estimates we provide for services are just that, an estimate. And, we’re pretty accurate when we get all the information we need. But, we are only as accurate as the information we receive.
Changes to inventory or location details, can greatly impact the amount of time required to complete a service, and therefore the cost of the service. The customer is ultimately responsible for such variables.
In the event of changes to the service, we retain the right to make changes on the day of service that may include, but are not limited to:
- Limiting the load of items to what is reasonable and manageable for the time estimated
- Scheduling another service to complete the move
- Adding additional Muscle Movers
- Replacing Muscle Movers
- Holding items overnight and unloading the next day
When You're Not Sure Something Will Fit
There are times when a furniture item will not fit where you want it to go. The most common situations where this happens are with couches, large bed headboards, and queen sized box springs going around tight corners and up stairs with low clearance.
You can measure your items and the space they are moving through to see if they will fit in advance. Keep in mind that the clearance of a staircase with a sloped ceiling is not from the ceiling straight down. You should measure from the lowest part of the ceiling at a 45 degree angle down to the stairs.
Queen box springs can be tilted at an angle to get a little more clearance, but many smaller houses with converted attic bedrooms will not fit a queen box spring up those stairs. You can purchase queen box springs that come in 2 small pieces if necessary, and many modern bed designs don't use box springs at all. King beds always use 2 twin box springs and should fit, though the mattress may need to be folded and forced up the stairs, which is not recommended for mattresses with metal springs in them.Couches are more difficult to judge because they are a unique shape that can be lifted and twisted around corners that at first seem too tight. The legs of the couch should be removed if possible to give the item more clearance. Some refrigerators, freezers and exercise equipment may also not fit in some spaces, like down narrow basement stairways.
If there is a questionable turn that, even after measuring, you aren't sure your couch will fit around, we recommend that you have a backup location for the couch to go in case it doesn't fit. If your home has a walk-out basement we may be able to bring an item through that door instead of moving it down the stairs.
Our movers are experts at fitting items through tight spaces, so if it is possible we will get it there. We will not, however, hoist items up to balconies or use ladders to bring items to an upper level. If it is a really tight fit and our movers think that we may damage the item or the home while moving, we may require a risk of damage acknowledgement to be signed.