People ask me all the time what they should ask a moving company before booking. My honest answer: any question you want. A good mover will answer them clearly. A bad mover will get vague, defensive, or start pressuring you to put down a deposit.
Here are the eight questions I actually want customers to ask us at Castle Express. I have been running this business since 2013, and these are the ones that separate the legitimate operators from the brokers, the scammers, and the outfits that will not answer their phone on move day.
1. What is your USDOT number?
Every legitimate moving company has a USDOT number. Ours is 2307446, MC-990616, with CT Permit C-1768. You can look up any mover at safer.fmcsa.dot.gov and see their license status, insurance history, and complaints.
If a company hesitates on this one or cannot give you the number over the phone, hang up.
2. Are you a broker or a mover?
This is the single biggest gotcha in the industry. Brokers take your deposit and shop the job out to whichever truck is available. You do not know who is showing up. You do not know who is responsible if something breaks or goes missing.
Castle Express is not a broker. We own our trucks, we employ our crews, and we operate out of our own facility at 4 Niblick Rd in Enfield. If a company will not answer this question with a clean yes or no, they are a broker.
3. Can I see the estimate in writing before I book?
Yes. And you should insist on it. A verbal number over the phone is worth nothing.
Your written estimate should spell out the crew size, the hours, the truck count, packing materials, and what happens if the job takes longer than estimated. If any line says "TBD," push back. That is where surprises hide.
4. What happens if something gets damaged?
This question tells you everything. A good mover explains liability coverage clearly and gives you options. A bad mover gets vague.
Federal law requires basic cargo protection at $0.60 per pound per item. That means a 50-pound TV that breaks pays out $30. We offer Castle Care as an upgrade: $10 per $1,000 of declared value, minimum $100, maximum $2,500. That covers the actual replacement cost of what we are moving.
Ask about both options. Less than 1% of our moves result in damage, but you want the coverage figured out before a truck rolls, not after.
5. What is your cancellation and reschedule policy?
Life happens. Closings slip. Weather turns. Ask what happens if you need to move the date, and get it in writing before you put down a deposit.
We do not charge to reschedule with reasonable notice. We do not lock you into a date and hold your deposit hostage. If a company will not be upfront about their cancellation policy, they know why.
6. Do you offer storage if I need it?
A shocking number of moves need short-term storage. The closing slips. The lease ends before the new place is ready. You need somewhere for your stuff to go.
We have a 5,000 sq ft facility in Enfield with climate-controlled options for sensitive items. Ask any mover whether they own their storage or rent from a third party. Owned storage means one team, one liability, one bill.
7. Can I talk to a real customer reference?
References are more useful than online reviews. Reviews get gamed. A real person you can call and ask about their move does not.
Ask for two references from moves similar to yours. If the company hesitates, that tells you what you need to know.
8. What sets your company apart?
This is the softest question but it tells you the most. Listen to how someone answers it.
A broker will list marketing bullets. A family-owned mover will tell you a story. The story is what you want to hear.
For us, the answer is that I have been running this company since 2013 out of the same facility with the same core team. When you hire Castle Express, you are hiring a business that lives here, works here, and needs its reputation here. We are not going anywhere.
Final thought
If you want a deeper read on how to think about this decision, our full guide on how to choose a moving company in Connecticut covers the wider picture.
But if you are on the phone with a mover right now, run through these eight questions. The answers will tell you exactly what you need to know.
If you want honest answers to all eight from us, get in touch or call (888) 553-4503. I would rather you ask the questions and hire the right company, even if that is not us.
- Joe Caronna, Owner, Castle Express Moving & Storage