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FAQ's


Frequently Asked Questions

Thank you, first of all, for asking! Double Drive Time can sound like a very daunting and scary phrase to hear when talking about billable costs — but it doesn’t have to be! Let me give you a little background on the matter first. In California, all moving companies (big or small,) are required to hold a permit with the State of California called a Household Goods Mover Permit. California Household Goods Movers are regulated by the California Public Utilities Commission. This is the same governmental branch that regulates a number of industries. In order to obtain said permit, companies must provide multiple sources of documentation that confirm financial and legal responsibility. Additionally, companies must pass a rigorous test administered by the Commission. This test requires that companies display a higher-that average knowledge of industry rate caps in and consumer law. One such law is Double Drive Time. Not only are all companies supposed to charge this fee, we are actually REQUIRED to charge this fee for all hourly moves. In fact, if the Commission finds that a moving company is not charging this fee, companies can be fined…or worse! CPUC law states: “the time used shall be the total of loading, unloading and double the driving time from point of origin to point of destination.” In Layman’s Terms: say it takes us 15 minutes to drive from your current address in Silverlake, California to your new home in Glendale, California; Therefore, your Double Drive Time will be 30 minutes. This is to account for the time it would take for your movers to drive back to your point of origin. This protects you as a Consumer because this cost should be figured in your moving “Not to exceed” price that you sign off on on your contract before your move. This provides fair compensation for the your moving company and for total transparency between your moving company and yourself, which is always key in any relationship.

An Arrival Window is a projected time-frame in which you can expect your movers to arrive within. So, say your Arrival Window is between 9:00 am and 10:00 am — this means that your movers can arrive at **ANY TIME** between 9:00 and 10:00 am. As a professional courtesy to you, and our professional movers, we give at least 1 hour of time for the Arrival Window period. This accounts for traffic, breaks/lunch, and/or the unforeseeable.

Ideally, the answer to this question is, “As soon as possible.” There are a myriad of reasons why you should book your move as early as you can. Here are a couple of big reasons to book early: 1. The first and last weeks of the months are super-busy! This is because this is the most popular time to end and begin leases! Book early, and you stand a good chance of being able to secure the moving date and time that works for you. 2. Promotional rates are for a limited time only! Check the expiration date at the top of your moving quote to see when your promotional rates, (if any,) expire. 3. Peace of mind! You can rest-assured and relax knowing that you have selected the date and time that work best for you. Make sure you remember to ask for time off work, if applicable!

There are so many ways to help a move go more smoothly! Check out this informative video by our friends at Moving Company Los Angeles, LLC for some of their top 6 tips: https://www.youtube.com/watch?v=_PmxD9YJxgo .

Sometimes damage is unavoidable, even in the most capable of hands. Should you experience damage or loss during your move with us, please contact us as soon as possible. Visit our Contact page. Upload all pictures of the damage or loss and write a brief statement about it in the Message field of the form. For more information on how your items are compensated, please visit the Valuation Info page of our website.

At all times during your move, we require that someone 18 years of age or older be present to oversee things and act on your behalf. Problems often arise when said people or others try to step in and assist in the movers. This is problematic on many levels. Here’s why: 1. Family and friends are *NOT* professional movers! Your movers are professional and work as a cohesive unit to get you moved, like a well-oiled machine. What’s more, if your friends or family members are hurt during the move, YOU can be liable to pay for their medical pain and suffering costs in Court! Check out the link here of a real case that happened here in California: http://www.brewerfirm.com/resources/if-your-household-worker-or-contractor-is-injured-will-you-be-liable/ . 2. Using outside persons to help with your move can waive your right to claim losses or damages during your move! We include this important Waiver of Liability on all of our Moving Quotes and Moving Confirmations. 3. Do you have children or pets? In our experience, moving can be exponentially stressful on the smallest and furriest members of your family. You may be better served to enlist the help of family and friends to look after children and pets during your move. Doing so, will ensure a peaceful moving environment and will help your movers get you moved in a safe and efficient manner.

Easily! We accept cash and all major credit cards. We utilize the Square payment system to securely and quickly process your credit card transactions. Please be ready on your moving day with your desired method of payment. Failure to do so can result in extra billing costs while movers wait for you to retrieve cash from the ATM, your wallet from another location, from family/friends, etc. Sorry, we do not accept business or personal checks.
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Life happens…and sometimes things just don’t go as planned. Should you need to reschedule your move — don’t worry! Give us a call and one of our friendly relocation coordinators will help you reschedule your move. Our rescheduling policy requires a non-refundable, $50 deposit to be paid in advance, in order to secure your new moving date. This balance will be applied as a credit toward your final moving bill. Any further rescheduling dates will result in subsequent, non-refundable $50 deposits to are to be collected before securing any new date(s). As always, if you need to reschedule, please call as soon as possible to make sure we have a time and date available that work best for you.

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