Frequently Asked Questions

Who are the ProMovers and are they insured and bonded?

Yes. Our Promover crew is licensed, bonded, and insured. They are fully trained to handle every move. This crew is ideal for customers that want a complete move handled by our professionally trained full-time movers.

What does my ProMover crew bring with them?

Our ProMover crew brings a dolly and a basic set of tools. SML does not provide any tie-downs, blankets, or pads. We recommend that you have lightweight rope or twine as well as furniture pads for the movers to use to tie down and secure your items in the truck. We recommend two dozen (24) furniture pads per room of furniture.

Is my crew background-checked?

Yes. All of our crews are 100% background-checked to ensure the safety, an security of our customers and their possessions.

What insurance is available for ProMovers What does it cover?

Our ProMover crew is covered by our liability insurance in the case of a work-related bodily injury.

 

ProMovers: All ProMover moves are covered by the industry standard $0.60/lb./item insurance ONLY during the loading/unloading process. Unfortunately, we are unable to insure against damages that occur during transit, since we have no control over the vehicle or items during that time.

What if I have to cancel or postpone my move, or change the move day or time?

If you need to cancel your move entirely, we require at least 72 hours notice prior to the first date (if there are multiple dates) on which your move is to take place in order to be able to refund your deposit. Moves cancelled within 72 hours of your move date may result in a forfeiture of your deposit.

 

If you need to make a change to the date or time that your move takes place, please let us know as soon as possible, and we will work to accommodate all changes, based on crew availability.

Where do you find your crews?

Our dedicated moving crew management team constantly scours the nation to find the very best movers to work for us. Each mover is carefully researched, vetted, investigated, and we expect all of our crews to meet exacting professional and customer service standards.

Can SML transport my car?

SML does not offer any auto transport service.

Why does SML sometimes charge a travel fee?

Occasionally our crews may have to travel upwards of an hour to get to you – and we don’t charge you the normal hourly rate while they’re driving. In this case, we charge a small travel fee to help defray fuel costs.

What does the difference between ‘labor-only’ and ‘full-service’?

Labor only services are for customers who plan on renting and driving their own moving truck but only need assistance with the loading and/or unloading of their household goods.

Can I get a quote without reserving?

Yes, Step 2 provides a quote for selected services with no obligation.

Why is the pricing different for my loading versus my unloading?

Price structure varies based on location and size of crew requested.

Do I get a refund if movers are not available in my area or the days I booked?

Yes. We will call you within 24 hours to confirm availability. If we happen to not have availability for the exact date/time requested, we will offer alternate times or refund 100% of your deposit.

Why can I not start my move after 4 pm?

For the safety of your items and the crew, SML makes every attempt to complete each job during daylight hours.

What size truck do I need?

Please visit our partner Penske Truck Rental’s website for truck size suggestions:http://www.pensketruckrental.com/moving-trucks/?CID=98314633-VQ16-c

What happens if I am running behind schedule for my unload, are you flexible on rescheduling?

If you need to make a change to the date or time that your move takes place, please let us know as soon as possible, and we will work to accommodate all changes, based on crew availability.

Do you provide in-home estimates?

No

Is SML Licensed and Insured?

Yes, we are a licensed, insured and bonded company.

Does SML provide packing supplies (plastic wrapping, boxes, tape, rope/tie downs, etc.)?

The moving crew will not bring any packing supplies on the day of the job. However, a variety of packing supplies is available for purchase at the following link (orders over $25.00 ship to your doorstep for free): http://www.pensketruckrental.com/supplies-and-services/boxes-and-supplies/

I am not sure how long my move will take. Can the movers stay until the job is done or only 2 hours?

Movers will stay until the job is completed. We charge on 30 minute increments after the 2 hour minimum.

What does Full Service mean?

Full service moves are for customers who need SML to facilitate the entire move. This includes SML providing a moving truck, loading, driving and unloading.

Can SML provide a driver?

Normally, no. We do not offer a “driver only” service, and our insurance prohibits us from allowing our ProMover crew to drive a customer’s rental truck. We do, however, offer a Full Service option whereby we provide the truck, driver, and a loading and unloading crew.

Do I need to hire a loading and unloading crew if I am moving within 50 miles?

No, you can use the same crew for loading and unloading. Just make sure you to let us know. The crew will follow you to the unload address. Just remember, you are paying by the hour from the time the movers arrive until you tell them to leave.

Do you assemble furniture?

Each crew is dispatched with a basic set of tools to assemble/disassemble furniture.

Are you open during the holidays?

We have limited hours of operation for most holidays. Please contact SML if your preferred moving date falls on a holiday.

Can I book movers a day before my move? How far in advance do I need to book my move?

It is a good idea to book as early as possible to ensure availability. We recommend at least two weeks before you move. We try our very best to accommodate a day before your move and last minute requests, but in order to ensure availability, we recommend you get the process started as soon as possible.

If I have an issue, problem, or complaint regarding my move/moving crew what do I do?

An SML Move Coordinator always calls the day of your job to confirm your crew has arrived and how the job is going. If you have any concerns, please talk to the representative and we will make our best effort to correct any issues that you have.

If you have a problem, issue, or complaint regarding your crew at any time during the move, please call your Simple Moving Labor representative as soon as the issue arises so that we can resolve the issue quickly and get you back to a nice, simple move!

What if I have a piano?

Our ProMover crews are able to load/unload an upright or spinet piano as long as the piano is not being moved up or down a flight of stairs. There is a $75 piano fee associated with this service.

SML is not able to load or unload Grand or Baby Grand pianos.

Will the ProMovers take a lunch break?

Usually, no. In some instances (for example, a move that takes a full day) your crew may take a lunch break, but the clock will stop during that lunch break, and you will not be charged for that time.

How can I pay? Do you accept checks or cash?

We accept payment by credit or debit card. We accept Visa, MasterCard, Discover, and American Express. Unfortunately, we are unable to accept cash or checks as payment for your move.

Can the crews help me pack, too?

Absolutely! Most of our customers choose to pack their belongings themselves to save on costs, but our ProMover crews are more than happy to pack your belongings for you, on the clock. They do not, however, bring any packing supplies with them.