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OUR POLICY

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POLICIES AND GUIDELINES

  • Guidance, walk-trough and payment: 

The customer or their representative must be present during the move at all times. We need your guidance! It is customer’s responsibility to do a final “walk-through” of the premises to ensure we have taken everything. Our time runs continuously from the time we leave our facility to the time we get back to our head quarters in Greenwich, CT. Having your cash, venmo, credit card or personal check ready will save you time and money. Please note: we do not accept starter checks, your name should be on the check and you may be required to show ID.

  • Minimum Hourly Rate:

At PRO MOVERS LLC we always charge 5 hour minimum for any job that requires our company truck or when requesting just moving labor.

  • Children and pets:

 For safety reasons and their protection, small children and pets must be out of work area.

  • Parking arrangements:

 Customer is responsible for requesting moving permits if ones may be required. We can only recommend getting permits for all moves as they guarantee parking the moving truck as close as possible to your doorway. Because you are familiar with the parking situation on your street, you must decide if you need one or if you can manage parking on your own. In most cases we require 20-40 feet to park the truck. Please get moving permits if you think movers may have trouble parking at your address or let us know, so we can take appropriate arrangements for you. If there is no available parking at the time of our crews arrival, the crew still be on the moving clock while they will be searching for parking. Customer agrees to pay any parking fees or tickets assessed to the carrier for any vehicle under hire by the customer at the time of the charge.

  • Loading/Unloading:

If PRO MOVERS LLC is only providing loading or unloading services, we are not responsible for any damages, which may occur in transporting the furniture and is released of all liability after loading the truck prior to unloading. We are only responsible for items in our immediate care, custody and control.

  • Payment.

You must pay in full at completion of the job. Unless otherwise arranged, payment for local moves is due at the end of the job by cash, check, credit card, or Venmo.

  • Damages and claims.

Any damage claims must be submitted in writing to our claims department. Applicable notes about these damages must be made in writing on the bill of lading on the day of your move before movers leave your premises. Our company standards do assume a full inspection of furniture by both our movers and customers, however the final inspection is the responsibility of the customer. All of our customers sign a bill of lading upon completion of a move. It reads “I have inspected my goods and premises, including but not limited to elevators, floors, and stairwells. There are no damages except as noted. The cab and the back of the truck are empty and the job is complete”. For any insurance company this document is critical in noting charges the same day, to ensure the damage occurred that day and that coverage could be provided. Unless payment is made in full as is due we are not required to answer or process a claim. Do not assume you may deduct the money from the final bill to compensate yourself in the event of damage. This is ILLEGAL.

  • Refrigerator move.

We only move empty freezers/refrigerators. Please empty the contents for safe moving. We are happy to load these last and unload them first.

 

  • Dresser Drawers, File Cabinets, Desk Drawers:

 Please empty all dresser drawers, file cabinets and desk drawers. Remember that the furniture will have to be lifted and carried, so if it’s overstuffed and extra heavy it will be more difficult to handle. If the furniture will have to be navigated through challenging obstacles, like a winding staircase, it’s usually best to remove everything as it may be necessary to flip the furniture on its side or upside-down to get it through.

 

  • Last minute change of service:

If the move requires work above and beyond the original order for services, PRO MOVERS LLC reserves the right to fulfill other obligations before completing additional work. For example, you have originally ordered services for two (2) rooms move only. On the day of the move you adding additional rooms to move, not mentioned at the time of request, additional pick-ups/drop offs etc., which will significantly increase total move time. In order to make our schedule on time for the next move, we reserve the right to postpone additionally requested services till our next availability and/or after completion of other jobs that day.

 

  • Flat screen TVs.

These are susceptible to damage from extreme temperatures, slight bumps, and altitude changes. The original packaging is the best. In any case, please note that in the absence of physical evidence of external damage or negligence (visible damage) we are not responsible for TVs functioning after delivery.

 

  • Weather conditions:

 PRO MOVERS LLC reserves the right to reschedule the move at an agreed upon time, without liability if there is inclement weather, including, but not limited to heavy/freezing rain, snow emergency, hurricane warning, weather travel ban etc.

  • Crew size:

PRO MOVERS LLC reserves the right to choose number of movers for each job, depending on our current schedule, availability, weather conditions etc. PRO MOVERS LLC reserves the right to send extra men and/or truck during the day to complete a job in 8 hours on the clock (time of day, not man hours) or if a job is running past 5 p.m. The customer will be charged accordingly. Please note, that additional movers will not significantly change your final bill, as the move itself goes more efficient with more number of movers.

 

  • Driver hours and regulations:

We reserve the right to limit our workday to 12 hours. In certain cases, due to DOT hours of service rules for drivers, we may need to cut a job short or send a replacement driver to avoid violating those regulations.

 

  • Appliances:

PRO MOVERS LLC is not responsible for damage to plumbing, electrical systems, or for water damage associated with the connection or disconnection of washers and dryers.

 

  • Heavy and over sized item move:

Our personnel will move your pianos, appliances, and items over 300 lbs. If indeed the work can be done safely. Unfortunately, damage may result to floor surfaces. If you wish to take this risk after being made aware, PRO MOVERS LLC will not be responsible.

 

  • Safe Pathways & Access to abode:

Please ensure that your walkways are safe especially in the winter and if there are any access problems: hills, long unpaved driveways, loose gravel, etc., please let us know. PRO MOVERS LLC will not take a truck off pavement or on steep grades. PRO MOVERS LLC will not drive a truck over freshly graveled driveways, lawns, sidewalks or other areas not designated for truck traffic. Doing so may cause ruts in the grass, cracking of concrete, loss of vegetation, damage to underground sprinklers, drain fields or other damage. PRO MOVERS LLC is not responsible for any damage or towing charges, which may result, whether foreseeable or not. Any time spent positioning the truck(s) or time lost due to truck(s) getting stuck will be at customer’s expense.

 

  • Reschedule and Cancellation:

Our reservations calendar is critical to our success at PRO MOVERS LLC- it controls the staffing of jobs, and our ability to provide accurate estimates. Changes to our reservations calendar have a ripple effect in our business systems and can affect other customers. That being said, we do understand that things come up. We have a well-thought out set of cancellation policies designed to secure our calendar at busy times, and therefore ensure the satisfaction of all of our customers. Click here to read our cancellation and refund policy.

 

  • Right of Refusal:

PRO MOVERS LLC will not do anything that we feel is unsafe. We reserve the right not to service you under dangerous, unsanitary, or abusive conditions the determination of which is at our sole discretion and we will not be liable to you or any other entity for direct or consequential damages. PRO MOVERS LLC will not work in incomplete attics. Ceiling damage and personal injury may result. PRO MOVERS LLC assumes no responsibility for ceilings.

  • Unsafe/Unique Moving Circumstances:

We are often asked to perform tasks that border on the impossible. PRO MOVERS LLC will not be responsible for damage caused by non-routine moving including but not limited to, standing pieces on end, sharp turns, overcrowded work areas, difficult stairways, snags and sharp edges in work areas and doorways, handing over balconies, railings, etc., tight squeezes, and damage caused by weather. PRO MOVERS LLC is not responsible for any direct or indirect damage to items or surroundings, as a result of a specific customer request. You will be asked to sign a waiver if we agree to attempt a move that we deem unsafe or unreasonable.

 

  • Flammables and Combustibles:

PRO MOVERS LLC will not move flammable or hazardous material due to safety laws and DOT regulations. As you prepare for your residential move, there are some things you should be prepared to move yourself or leave behind.
Moving companies are not legally permitted to transport any hazardous materials! This includes items that are flammable, corrosive or combustible. What does this mean for you? If you have a gas barbecue grill you will need to disconnect the tank and take it with you or the grill stays where it is. Your lawnmower and other power lawn tools must be emptied of fuel or they do not go on the truck. You should also be sure to disconnect gas hookups for grills, dryers, water heaters and anything else that you plan to have your movers take. Moving companies cannot handle gas connections. Please contact your gas company for servicing. We do not disconnect gas appliances under no circumstances.


**Non-allowable items include: Sterno (jelled fuel), Fire Extinguishers, Household Batteries, Matches, Aerosols, Chemistry Sets, Kerosene, Cleaning Solvents, Darkroom Chemicals, Gasoline, Ammonia, Pool Chemicals, Propane/Propane Tanks, Nail Polish, Nail Polish Remover, Motor Oil, Fireworks, Car Batteries, Charcoal, Charcoal Lighter, Liquid Bleach, Fertilizer, Paints (latex & oil-based), Paint Thinner, Pesticides, Firearms, Ammunition, Poisons (such as weed killer), Lamp Oils, Fuels.
Customers must make other arrangements to transport these items.
Please note: If you ship any of these goods without our knowledge, you immediately void any and all liability by our company for any and all loss or damages, and you will be held responsible for any damages, fines, warehousing costs, and delays incurred by our company resulting from the transport of these materials.

 

  • Aging and deterioration:

 When moving household items, PRO MOVERS LLC has found deterioration occurs over time due to age/heat/dry rotting. Mattresses lump and disfigure upon disturbing, lampshades and wiring also become brittle and rotten, and floor lamp base concrete may crumble and fell out. If you wish, we will move them carefully, but will not be responsible for damage of deteriorated items. Simulated wood products and pressed board (IKEA Furniture). These products have poor structural integrity, which does not lend itself to moving or repair. We will move these items carefully but cannot be responsible for damage of simulated wood or pressed board furniture. These items are excluded from any and all moving insurance coverage. A helpful tip from your friendly PRO MOVERS LLC professionals: Furniture manufactured from press board and particleboard is designed to go into a box when it is moved from the manufacturer to the retailer then to the customer not intact. It is not built to withstand the normal stresses of a move as an assembled unit. Most are not designed with the extra wood structural pieces to adequately brace the unit for movement out of or into a residence or office, nor the normal moving truck vibration, even in air-ride moving trailers. Usually chips or dents are not repairable. Surface impressions can be made on the furniture when writing on a single piece of paper – you can imagine how it must fare when stacked in a moving truck. Assembly instructions frequently suggest that connecting hardware pieces be glued in place. This does not significantly improve the structural integrity of the furniture, but does make disassembly impossible without creating substantial, irreparable damage. For these reasons, moving companies and third party insurers do not offer increased insurance coverage for these types of items. We will do our best to transport these items for you in a safe and careful manner, but because pressed wood furniture is so unstable we are unable to offer increased cargo valuation or increased insurance on these pieces. Pressed wood and particleboard furniture is moved at your own risk!

 

  • How to Save Money:

 Pack everything into uniform sized boxes with lids and mark them with the destination room. Stay close to the action. Move delicate items in your car. We are happy, to place them there and remove them. Disassemble your furniture before we arrive. Be as clear as possible with your directions to our crew.

 

  • Help with your move:

Please note: Insurance regulations prohibit us from allowing you on the truck and if you choose to help with any part of the move, per our contract, we are excluded from liability for the entire move.

 

  • Self-storage:

If you are loading or unloading into or out of self-storage, we are only responsible for damage caused while loading, transporting or unloading. It is the customer’s responsibility to provide padding (blankets, thick towels, padded paper, etc.) to protect their goods. if you wish to purchase our blankets, $15 per blanket is due on the day of your move. if you wish to rent our blankets until the removal from storage phase comes to effect no later than 1 month, then $8 dollars per blanket will be due upon phase ones completion. We ask you to be present at the storage site to note the condition of your items. Our responsibility ends when the unloading is complete.

 

  • Tipping:

 Tipping in the moving business is not as customary as tipping in restaurants or taxis. However, if you feel you have been treated especially well, a tip of $5-$10 per mover per hour is common. (8 hour day = $40 - $80) 

CANCELLATION AND
DEPOSIT REFUNDS:

At PRO MOVERS LLC, we prioritize trust and ethical client relationships. Previously, we didn't request reservation deposits, depending on our clients' courtesy for scheduling changes. Unfortunately, frequent last-minute alterations have disrupted our operations and incurred costs, a challenge shared by many small businesses.

In response, we've introduced a comprehensive policy to safeguard our business. Each customer is provided with this policy for clarity and protection. Please review our Reservation Deposit Refunds, Cancellation, and Re-Scheduling policies below for more information.

  • Reservation Deposit : 

Required for each move. After a reservation request is received, our agent will e-mail you an estimate to submit a one-time payment with acceptance of the estimate in order to secure your moving date. Deposit amount will depend on the complexity of move, and the number of movers ordered but will be typically %30 of the estimated total proposed. Deposits are typically non-refundable, except in cases where it is determined that there are valid and justifiable circumstances warranting a full refund of the entire deposit amount.. You can call first to discuss your refund and cancellation but ultimately a record will need to be kept via email to info@promoversct.com.

  • Cancellations:

 In order to receive a full refund of your reservation deposit please submit a cancellation request by email to info@promoversct.com at least 72 hours before the actual moving date. Be sure to include all the details of your move and call us at 475-252-5897 as well to verify that we are aware of receiving the email in a timely manner.

  • Re-Scheduling:

We strive to provide flexibility to our customers. Re-scheduling requests are honored only after a telephone conversation with our agents at least 72 hours before the move, and subject to crew availability and pricing changes.

  • “No Show” Policy:

Once you submit the moving reservation you expect the professional movers to be on time to move you. Once we collect the reservation deposit, we commit our movers to service you, and expect the customers to meet them. In the event our movers are not met at your doorsteps 100% of a minimal quote amount will be billed to you.

  • Late Notice Cancellations:

Moves that are canceled by customer after 6PM a day prior to the move are subject to a minimum of 3 hours service charge.

CANCELATION
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