GENERAL

Question:

Am I able to get a more exact quote if I prepare a detailed list of furniture?

Answer:

It is difficult to base a quote on a list of furniture. Furniture comes in all shapes and sizes and no two items are going to take the same amount of time to move. As an example, certain bed frames take longer to take apart than others. The level of care required can vary from one dresser to the next or one bookshelf to the next. Some are quite fragile, others just need a pad draped over it, others are extremely large and heavy and will inevitably take much longer to get out of the house, which is why a list of furniture does not tell the whole story. There is also a lot of variation in the level of difficulty in the loading and unloading conditions at various houses (i.e. a tight fit through a doorway or a 3-story townhouse with most items going to the third floor). Some houses we can back right up to the doorstep, others we need to carry everything down a sidewalk and up a ramp. The reason we charge by the hour is to account for these variables that can have a major effect on the cost. Ultimately, we will move everything as quickly and efficiently as possible without risking damage to the items or home and I can assure you, you will be satisfied with the work ethic of the crew.

Question:

Can I ride on the truck with the crew between locations?

Answer:

Unfortunately, no. Our insurance only covers our employees and your goods so we are not able to take additional passengers. 

Question:

Can I/my husband/my friend/etc. help instead of a third crew member?

Answer:

We certainly don’t mind trying to help find ways for you to keep the time/cost down. Please note, we cannot permit anyone onto the truck that is not an employee of our company for insurance reasons. Also, if any damages occur, it is difficult for us to accept any responsibility for them, as it is difficult to determine if it was us or one of the customer-supplied helpers. However, there are ways that customers can help out to make things go quicker. One way is to take apart and/or reassemble furniture; another is to take the small, light, loose items, lamps, bags, bins or boxes over in your own car. Certainly all of these are examples of different ways to make things go quicker and will help keep the cost down. However, please note that we cannot take responsibility for any damage that may be caused to the floors, walls, or furniture as a result.

Question:

Do I need to be onsite for the move?

Answer:

We only require someone to be there for the beginning for a walkthrough to show us what goes and at the end for a final check and lock up. If someone other than yourself will be on-site during the move, please provide us with the name and contact information so that we can keep them updated on the day of the move.

Question:

Do the movers take breaks?

Answer:

Our guys work really hard to impress our customers, but of course, every now and then they do need to take a 5-minute breather. These very short breaks are typically not taken off the bill. Please bear in mind that these breaks ensure that the men stay hydrated so they can carry on at a very quick pace throughout the entire day. If they didn’t take a 5-minute breather every few hours, I doubt they would be able to work at the pace they do all day. That being the case, it really does not end up adding time to the total bill. Typically they will stop for lunch in between the load up and the unload and they deduct their 30-minute lunch break from your bill. 

Question:

Do you disassemble and reassemble my furniture?

Answer:

Yes!  Anything that we need to take apart in order to move, we will disassemble and reassemble. We are even happy to assist you on most furniture even if we are not the ones who took it apart, provided all the parts are there and it’s either pretty straightforward or instructions are provided. Please remember that this will add additional time to your move. We come equipped with most basic tools but not exhaustive tool kits so if any special tools are required, we may not have it. Also, swing sets and some exercise equipment (for example) can be extremely complex and extensive and may take hours to disassemble/reassemble. Things like that are better left to a professional installer.

Question:

Is there a way I should organize my things to make it quicker/easier to move? Would help if I put furniture first, last, or keep the heavy things separate?

Answer:

Honestly, we don’t take all of one thing first or last, it’s actually easiest if you just leave things as is with the boxes stacked neatly somewhere so we can grab whatever is going to fit the best. We actually load so that the boxes are kind of distributed amongst the furniture, as we build things into what we call “tiers”, which are typically 2-3′ deep where we build a solid base, usually with a dresser and a couple of nightstands, or something else that is quite solid, then we build upward from there from heavy on bottom to light on top. We usually advise against piling up everything in one room because it makes it harder to pick and choose what we want to load first, and the crew can’t spread out throughout the house to wrap the furniture without tripping over each other. So don’t worry about trying to stack everything up, it might actually make us less efficient. If for instance you have a basement and you’d like to clear that out to save time, that is definitely welcomed. Also, if you want to dismantle the beds in advance or take apart other large pieces like office desks or large tables, that will help out with time. But keep in mind that it can be harder for us to put them back together if we didn’t also take them apart unless it’s really straightforward.

Question:

What is your cancellation policy?

Answer:

We’re pretty reasonable and understand that things happen, especially when it comes to getting possession of a newly built or renovated home. We do appreciate as much notice as possible and not the night before or the morning of the move. To change a date, you will not lose your deposit. It will move with you on our calendar, and we will do the best we can to accommodate your new date request. With that said, to cancel your move completely we require at least 48 hours’ notice for a full refund of your deposit. Less than that, the deposit for booking our services, is non-refundable. Please be mindful that last-minute cancellations make it very difficult to find another person to take that spot, which results in lost revenue. Moving companies often have to earn a large percentage of their annual revenues in small periods of time due to the nature of the moving business, so booking and then canceling last minute can be quite harmful to the business, not to mention the movers who count on that work each day.

Question:

Why is the truck included if I’m only moving items on location?

Answer:

All of the equipment is on the truck, including the dollies, floor runners, moving blankets, and tools. These items make your move go much quicker and smoother and help to prevent damages from occurring to your home or furniture. We also have to transport the crews to and from the jobs, so this is why our rates include the truck regardless of whether or not we load items onto it or not. Furthermore, our liability for damages is only offered if we are performing the job the way we have trained our movers to do it. So if we are not wrapping your furniture in blankets prior to taking it out of the house to load it into a POD on your driveway for instance, and we scratch a wall on the way down the stairs, we cannot accept liability as we were not able to perform our job using our preferred equipment (i.e. moving blankets).

Question:

How do you protect my furniture and my home?

Answer:

We professionally wrap everything in the house with our moving blankets, cardboard, shrink wrap and tape, and things are not unwrapped until we get them in place at the other end. We use door jam and railing covers as well as floor runners that we lay throughout the house so that as we go in and out with our dollies we are not damaging or dirtying your floors. Some items may be safe to take out to the truck without fully wrapping it in the house, however, rest assured that we will still drape a blanket over it in the truck to protect it during transit. This is often a time-saving measure for items that aren’t particularly fragile, and we try to use our common sense to determine if we can save a little time on your bill by doing this with some of the furniture.

Question:

Do you guys set up the beds and dressers at the new place?

Answer:

Yes! Of course! We set up everything we took apart! We can also assist in setting up anything else that may have been disassembled at an earlier date, provided all the parts are there and it’s either pretty straightforward or instructions are provided.

PRICING

Question:

Are there any hidden fees?

Answer:

Never. Period. All of our charges are disclosed upfront and will appear on your written estimate that is provided when you book with us. However, please keep in mind that we do not provide “quotes” as in a fixed price unless otherwise specified as such, in which case it will state as much on the written documentation you receive. All of our estimates are variable; your final price will depend on how long the job actually takes. The estimates we send out are calculated based on information provided by you whether submitted through my website, taken over the phone or by written correspondence, as well as average move times that the moves of that description have taken in the past. Please remember that no two moves are ever exactly the same, and there are dozens of factors that affect the time a move takes that can substantially affect the final charges. If partial or inaccurate information is given, it will likely result in the final price being higher than the estimate we provided. 

All of our materials, supplies, tools, and equipment are included in our price. Things like floor protection, moving blankets, tools, dollies, and hand-trucks. We do not even charge extra for tape, shrink wrap, cardboard or brand new seal in plastic mattress covers for all of your mattresses. In addition, we also let you borrow wardrobe boxes for the day. As long as we get them back at the end of the move, there is no additional charge for those either. 

Question:

Do you take a deposit to secure a booking?

Answer:

Yes. Typically a small deposit is required. The price ranges from $50 – $500 depending on the size/distance of your move.

Question:

Is it more expensive to move on a weekend or at the end of the month?

Answer:

We do not change our prices for the different days of the week/dates. With us, it just comes down to available openings. 

Question:

Do you use weight to calculate prices?

Answer:

We do not use weight to calculate prices, as it’s very time consuming to go and scale the truck both full and empty, and it’s more common with companies that are moving multiple shipments across long distances as they usually need to spend a lot of extra time dismantling everything to fill every cubic inch of the truck and maximize the total weight they can squeeze on. Thus, the weight of each shipment represents a portion of the total space available on that truck across whatever distance it is. Since the majority of our moves are local, we keep it simple to use a more accurate representation of the amount of work involved in performing your specific move (which is time). This also cuts out the unnecessary cost of sending the truck (and crew) to the scale to weigh every shipment.

Question:

Why do you charge travel time?

Answer:

Travel time is standard in the moving industry, and it is there to cover the cost of paying our employees from the time they show up to work, to the time they leave work at the end of the day. It is common in virtually every industry to charge a fee to dispatch a service crew, whether it’s a plumber or electrician, and it’s no different in moving. There is a cost in creating each appointment, and transporting the moving truck and crew to your location, and in our industry, it is commonly referred to as a “trip fee” or “travel time” instead of “service fee”. Some companies adjust their pricing to eliminate this, but rest assured it is showing up somewhere in the price.

INSURANCE

Question:

What is your liability?

Depending on the item and damage caused, we would work out a fair compensation amount if the item is unable to be repaired, or an appearance allowance (a dollar value to compensate you for a damaged item that is otherwise still functional but may have a slight flaw that either cannot be repaired, or is not worth repairing). The moving industry standard for local moves in NJ is $1.00 per item, per pound, and out of state is $0.60 per item per pound. For high-value items, we recommend exploring what coverage you have under your home insurance policy or look into private moving insurance options. This is not unlike your home insurance policy which would require you to declare items of extraordinary value and pay extra to have them insured. 

Question:

Do you sell additional insurance?

Answer:

We do not sell insurance, as it is prohibited by law to sell insurance unless you are a licensed insurance broker. There is a distinction between us having insurance to cover our mistakes and protect us for things that we are liable for and offering you insurance for your belongings. What we offer free of charge is a commitment to taking responsibility for damages that arose due to mistakes made on our part during the moving process. However, if a claim arises due to the inherent flaws in a particular piece of furniture that was damaged, for example a piece of pressboard furniture falls apart because it is poorly constructed and wasn’t designed to be moved multiple times, or a dish that breaks inside of a customer-packed box, unfortunately, we would not accept liability for items like that. We recommend reading through the terms and conditions on the contract that we send out in advance of your move, so you can be informed of what we will and will not take responsibility for and take any appropriate steps to move vulnerable items in a personal vehicle, or have them professionally packed by a specialist in the field-specific to that item.

However, coming soon, (but not as of the publication of this FAQ) we will be providing what is called valuation. This is a standard method in the moving industry to provide protection and peace of mind for customers who want replacement value coverage for their items. Typically, you would declare the replacement value of all of your possessions being moved, and pay a valuation fee of $1 for every $100 in value. So if you wanted $100,000 in coverage, it would cost $1000, which would allow you to make a claim for a damaged item that could not be fixed. There would be a $500 deductible to invoke the coverage, and it would cover a maximum of $5000 per item. If you need additional coverage for your exceptionally high-value items, we highly recommend contacting your home insurance provider to discuss options with them.

Question:

Are you bonded?

Answer:

Yes.

PACKING

Question:

Do you offer packing and unpacking services?

Answer:

We do. We offer partial and full packing services and this would be done a day or two prior to your actual move date. We can also come back the next day to unpack, help organize and remove the boxes. Of course, there are separate charges for these additional services and we can only offer them based on our availability. 

Question:

Do you sell boxes and packing supplies?

Answer:

Yes, we do! We offer our customers a full line of factory direct discounted moving and packing supplies. Delivery is FREE and shipped right to your door! You can shop with confidence and convenience right through our website for everything you need! Shop a complete line of moving kits, boxes, packing tape, stretch wrap, bubble rolls, packing paper, bubble bags, and other packing supplies. Our moving service is committed to making your move as easy as possible. To order supplies, click on the link:  

https://www.biggmoversinc.com/services/moving-and-packing-supplies/

Question:

What is your liability on boxes packed by the customer?

Answer:

Please note that we do not accept liability for the contents of the boxes packed by anyone other than our employees. We would, of course, be extremely careful with them so as long as they are carefully and safely packed, your items should transport without any issues. If this is a major concern, remember we can offer partial packing of just the breakables for you.

Question:

Packing seems pricey, why is that?

Answer:

Normally when we provide packing services, we assume liability for everything in the boxes. In addition to that, our packing price also includes our travel to and from your location, as well as all of the supplies that are required to properly and safely pack your personal items for you. Things like: boxes of various sizes, packing paper, tape, etc. as opposed to every box, every roll of tape and bundle of paper being counted up and charged to you at the end. 

Question:

What tips would you have if I am packing and everything is going into storage?

Answer:

DO NOT pack aerosols if your shipment is bound for storage. If one explodes it will nullify any insurance coverage. As well, food/pantry items should be packed into sealed plastic totes. Although the storage facilities have pest control measures in place, having food in your unit will needlessly attract mice.

Question:

Do boxes need lids?

Answer:

They definitely should have lids. The more open top boxes, the longer the job will take as we will not be able to be as efficient if the boxes cannot be stacked on top of one another. Not being prepared for the movers when we arrive is the number one cause of jobs taking longer than anticipated and resulting in higher than expected moving costs.

Question:

What if I have some loose things when the crew arrives for the move?

Answer:

We can certainly bring some boxes to pack up the things you don’t get to. If in the days leading up to your move you realize that you are going to require a significant amount of additional packing, it would perhaps be best to schedule a packer to come in beforehand. We have scheduled a certain amount of time for your move, and if we get delayed significantly due to you not being prepared, it is going to result in a higher than anticipated price for your move. It will also delay us in getting to our next job if we have one, which negatively affects the next customer’s moving experience and diminishes their perception of our company.

Question:

How should I pack liquids?

Answer:

Anything that is liquid should go into a box together, labeled on all 4 sides that it contains liquids and which side is up. In customer packed boxes of liquids, we cannot be held responsible if something inside the box leaks and damages something else, which is why on local moves, it is often advisable to just transport liquids in your car. Another great method is to pack them in a rubber tote which will not leak if something tips over inside the bin.

Question:

What is the difference between a wardrobe rental and purchase?

Wardrobe rentals are free for you to borrow for your move. The crew arrives with them on the day of the move, sets them up in front of your closets for you to quickly load while they are disassembling and wrapping your furniture and they will put them in front of your new closets at the unload for you to do a quick transfer there. As long as we get them back at the end of the move that day, there is no cost to you at all. Borrowed wardrobe boxes can not be delivered to your home prior to your moving day. If you would like to purchase and keep them, we sell them for just $10 each. 

Question:

How do I pack the clothes in my closet?

Answer:

We strongly suggest you utilize our free borrowed wardrobe boxes. Each one offers 2 feet width of hanging space and typically we have 4-5 onboard each truck. If you think you may need more than that, please be sure to let us know in advance so we can have that for you. These boxes allow you to hang the clothes inside, meaning they don’t get wrinkled and you don’t have to spend an hour putting all the hangers back on later as would if you were to pack your clothes in normal boxes. Another bonus of renting our wardrobes is that you don’t have to go out and buy them. Aside from the cost of the typical wardrobe between $15-20 each, they are often too big to fit in a normal car, even when flattened. Plus, after the move, you don’t have to worry about what to do with all these boxes that you just paid a fortune for.

STORAGE

Question:

Do you provide mobile storage?

Answer:

No, unfortunately, we do not have mobile storage pods but we certainly could assist you with the load/unload portion of the job.

Question:

Do you provide storage?

Answer:

We do not currently have our own warehouse for storage. We do however move people into and out of local public storage facilities all the time.

Question:

Do you provide overnight storage?

Answer:

Yes. There are times when our customers only need to store their belongings for just 1 or 2 nights. This type of storage is referred to as SIT, or Storage in Transit. It comes at a reduced rate as compared to the other, more long-term storage options. This option would allow you to keep your belongings on our truck(s) overnight (or sometimes two). Our trucks stay on our locked and secured, 24/7 camera-monitored lot to ensure your belongings stay safe at all times and are ready to be unloaded when you are.

ITEM SPECIFIC QUESTIONS

Question:

How should I prepare for the move when it comes to small kitchen appliances i.e. toasters, mixers, blenders?

Answer:

These items should be packed in boxes, as should all items that are not pieces of furniture. It significantly speeds up the moving process when we are just moving boxes and furniture, vs. tons of small random items that need to be carried by hand, wrapped up, and are not easily stacked. It also increases the risk of damaging these items, and we cannot accept liability for them so it is risky to have us transport them like this. It sometimes makes sense to just put these awkward items in your vehicle rather than pack them.

Question:

Can you move my plants?

Answer:

Unfortunately, due to the nature of moving live plants, we can not provide any guarantee that the plant will survive the move. Even if we spend all the time and the crate them up, there is still no guarantee. If these plants hold sentimental value to you, I strongly recommend moving them yourself. In the winter months, it can be particularly risky to move live plants as the cold weather can kill them very easily. If they absolutely must be moved in the truck due to the size of them, we recommend ensuring they are kept nowhere near your front door (or whichever door we are moving the items out of) as it can get quite cold near the doorway since we are opening and closing it frequently, or sometimes leaving it open for extended periods of time. This can very easily kill the plant. Keep them away from the doorways until the very last minute, and we can put it in the truck at the very end, and it comes off the truck first at the new place. This is the only way to minimize the risk of the plant not surviving.

Question:

Should we empty the dresser drawers?

Answer:

It is best to empty the drawers. Not only does it lighten the load for the movers, but it also puts less stress on your furniture. In addition, depending on how heavy the piece, they may need to remove the drawers to lessen the weight. Otherwise, they will shrink warp the drawers so they stay closed while moving. 

Question:

How should I prepare my lamps for the move?

Answer:

We recommend getting some relatively large boxes, at least a 5 cubic foot box that’s fairly deep. Take the shades off the lamps and either take those in the car or pack them in a separate box all by themselves and clearly label it fragile ‘lampshades’. It’s also recommended that you wrap the shades in packing paper, particularly if you’re going to stack a few together. For the lamp(s), stand one in each corner of the box, and put soft stuff around and in between them like towels, linen, or pillows. If they are glass or ceramic, I would also provide some cushioning underneath the lamps so they aren’t just sitting right in the bottom of the box. If they are extraordinarily fragile or very sentimental, I would recommend taking them in your car as we cannot take responsibility for anything we don’t actually pack professionally ourselves.

Question:

How do you transport art/oil paintings?

Answer:

We recommend having the art in a box to protect against damages. The crew can help pack those on the day of the move as long as you are prepared in advance with the proper boxes those require, as we do not stock cartons on the trucks. Just note, if there is a lot of art to move, it will add a bit of time overall. We will pad and wrap it, however, it travels at your own risk.

Question:

Do you move pool tables?

Answer:

If it is already in pieces and taken apart we can usually move them for you. We do not disassemble or reassemble them.

Question:

Do you move hot tubs?

Answer:

The quick answer is no, we do not move hot tubs. On a case by case basis, we may agree to it if the conditions are right and it is relatively straightforward.

Question:

Should I unpack my freezer?

Answer:

If it is a full-size freezer, it is best to empty it. If it’s apartment size, it does not need to be empty, but it is good to have a few boxes/bins or cooler ready in case we need to unload it.

Question:

Do you move pianos?

Answer:

We do, but there are factors we would need to know in advance. Things like: the type of piano, where it is located, where it is going, the number of/flights of stairs involved, corners with a tight turn, fitting through, etc. 

Question:

Can the movers take my TV off of the wall? Fixtures or speakers, etc. down?

Answer:

No. We cannot take down or put back up your TV’s, fixtures, etc. These would need to be handled prior to our arrival. We will certainly wrap, protect and move them for you. 

Question:

Can you move my appliances?

Answer:

Yes. We move appliances. You need to let us know in advance what appliances are being moved and those would need to be disconnected prior to our arrival. For insurance reasons, we are unable to disconnect or reconnect any appliance. Gas lines, water lines, etc. require special attention. 

Question:

Can you take things down from my attic for me?

Answer:

Typically the answer is no. Again, for insurance reasons, we are not permitted to go into attics as we cannot be responsible for ladders breaking, feet or furniture coming through floorboards, etc. If you need help with this, ask. Just know that if we do assist you with this, we will not be responsible for any damages, should they occur while helping you. 

Question:

Do you move my TV and electronics? What if it breaks?

Answer:

Due to the fragility of TV’s, we are unable to guarantee against damages, particularly to the screens. Also, the electronic components inside of a TV are beyond our control and could malfunction at any time. As a result, we cannot accept any liability for electronic components inside TVs, or for any electronics at all for that matter. We will wrap and protect them to the best of our ability and will strategically place them in the truck to minimize the chance of damage. 99% of the time this method works. For the accidental 1% of the time damage may occur, we can not assume any responsibility or liability.

OUR STAFF

Question:

Are the crew members reliable and trustworthy?

Answer:

Our guys are professional, quick, efficient, personable and safe. I highly suggest you read our 5-star reviews, there are hundreds of them that all say the same thing. You will see nothing but honesty and integrity, and the highest standards of service, care, and commitment to our customers reflected in every word spoken by our actual customers. We work passionately every single day to maintain those excellent ratings and reviews. 

We are a family-owned, licensed and insured a professional moving company. We own all of our trucks and never broker any of our moves out as that is how we are able to maintain our stellar reputation. We never pick up day laborers and only use our full-time valued employees. We have a million-dollar liability policy as well as Workmen’s Compensation so there is no risk to you should anything happen to our men on your move or damage to property or the trucks. The same gentlemen earning those five-star reviews will be the same men that show up on your move. When we are booked for the day – that’s it – we turn away business and don’t contract our work out as many other companies do.