Questions to Ask Before Hiring a Professional Moving Company

Hiring movers means handing a crew of strangers the keys to everything you own. A short phone call won't tell you whether that's a good idea. The right questions will.

We've been moving families and businesses around Hartford County and Western Massachusetts since 2011. We hear questions on every estimate call, and we've noticed that the most useful ones usually come from customers who were burned by another company before. This guide puts those questions in one place, grouped by the stage of the hiring process where they matter most. For each one, we explain what a good answer sounds like.

If you only have five minutes, start with the eight questions we think every customer should ask first. This is the longer version for when you're comparing two or three quotes and want to know which one to trust.

Before the estimate: questions that screen out the wrong movers

These questions take about two minutes on the phone. A company that can't answer them clearly isn't worth an estimate visit.

1. Are you licensed for the move I'm making?

A mover that crosses state lines needs a USDOT number and an MC number from the Federal Motor Carrier Safety Administration. A household goods mover working within Connecticut also needs a state permit. Ask for the numbers and look them up yourself. Our guide on how to verify a mover's license walks through it step by step.

A good answer: they give you the numbers right away, without hesitation. Ours are USDOT 2307446, MC-990616 and CT Permit C-1768.

2. Will your own crew do my move, or will you hand it off?

Some companies that answer the phone are brokers. They sell your move to whichever carrier bids lowest. That's how people end up with a crew they've never heard of and a price that changes on delivery day.

A good answer: "Our trucks, our employees, our facility." We own our trucks and run our crews out of our facility in Enfield. We never broker a move.

3. Do you serve my town, and how far is your crew coming?

Travel distance affects your price and the crew's arrival time. A truly local mover knows the narrow streets, steep driveways and building rules in your area. Here is how local movers compare to national chains, and here are the areas we serve.

4. How far out are you booking?

A good answer: an honest timeline. In our case, peak season (May through September) usually books four to eight weeks out. Off-season moves can often fit in within a week or two. Read more about when to book movers.

During the estimate: questions about how the price is built

This is where most moving surprises start. A quote is only as good as the information behind it, so ask how they got their number.

5. Will you see my home, or are you guessing from a phone call?

Phone estimates work well for smaller, simple moves. Bigger homes need someone to see the stuff. We handle most moves by phone, and we do free onsite walkthroughs for homes over two bedrooms and for long-distance moves. A walkthrough usually takes 20 to 30 minutes. Our post on what happens after you request an estimate shows every step of that process.

6. Is this an hourly rate or a flat price, and what's included?

An hourly rate tells you nothing until you know the hours, the crew size and the number of trucks. Ask what's included: blankets, tape, wardrobe boxes, furniture wrapping, disassembly and reassembly. For more detail, read how to read a moving estimate and how much movers cost in Connecticut.

7. When does the clock start, and do you charge for travel time?

On an hourly move, ask whether billing starts when the crew leaves the shop or when they arrive at your door. Also ask whether drive time between homes is billed. There's no single right answer, but you should get a clear one in writing.

8. Are there extra charges for stairs, elevators, long walks or heavy items?

Some companies add fees after the walkthrough. We don't charge extra for stairs, elevators or long carries. We do ask about them, though, because they affect how long the job takes and how we staff it.

9. How close is the estimate usually to the final bill?

A good answer: a number, not a shrug. Our goal is to land within 10 percent of the final cost. If you add items after the estimate, tell us early so we can update the quote instead of surprising you on moving day.

10. How much is the deposit, and when do I get it back?

A small deposit to hold a date is normal. A large upfront payment, or a demand for cash, is a warning sign. We take a 15 percent deposit to reserve your date, truck and crew. It's fully refundable up to 48 hours before the move, and the rest is due only after the job is done. If you're building a full move budget, see our guide to creating a moving budget.

Questions about the crew

The company's reputation matters. But the people inside your home matter more.

11. Who's in charge on moving day?

Ask whether there's a crew lead, and whether that person will walk the home with you before anything gets lifted. On our moves, the crew lead does a walkthrough first so everyone agrees on what goes, what stays and what needs extra care.

12. How many people and trucks are you sending?

The crew size on your estimate should match the crew size at your door. One common trick is to quote for three movers and send two, which stretches the hours you pay for.

13. How do you protect my floors, walls and door frames?

A good answer: specific gear, not "we're careful." Our crews lay floor runners and pad door jambs before the first piece of furniture moves.

14. Can I see what other customers say about this crew?

Reviews tell you how a company acts when things go wrong. Look for detailed reviews that mention crew members by name. You can read our reviews here.

Questions about protection and damage

15. What's the difference between valuation and insurance, and what am I covered for by default?

This is the question most people skip, and it's the one they regret skipping. Basic released-value protection is set by federal rules at $0.60 per pound per item. A 40-pound TV that's worth $800 would get you about $24. Ask what fuller coverage costs and what it pays. Our post on interstate moving insurance explained covers the details.

Our answer: beyond basic coverage, we offer Castle Care. It costs $10 per $1,000 of declared value, with a $100 minimum and a $2,500 maximum, and it covers replacement cost.

16. How do I report damage, and how long do I have?

Ask for the claims process in writing before you book: who to contact, the deadline, and whether you need photos.

17. Can you send a certificate of insurance to my building?

Many apartment buildings, condos and offices require one before movers can use the elevator or loading dock. Ask early, because building managers often need it a few days ahead.

Questions about packing and special items

18. Do you pack, and do you do it the same day?

If you want help, ask whether packing is a separate visit. Our packing services team can come one or two days before the move, so moving day is just loading and driving.

19. Is there anything you won't move?

Every mover has a list, usually hazardous materials, perishables, plants and certain valuables. Get it before moving day so you're not scrambling. Here are things movers won't move and why.

20. Can you handle my piano, safe or other specialty item?

A piano is not "just a heavy couch." Ask what equipment they use and how many moves like yours they've done. See our piano moving page for how we handle them.

21. Do you offer storage if my dates don't line up?

Closings slip. If there's a gap between move-out and move-in, it helps to have a mover with its own facility. We offer climate-controlled storage at our Enfield facility.

Questions about moving day and payment

22. What's my arrival window, and when will you confirm it?

We call to confirm your arrival window about 48 hours before the move. A mover that won't commit to a window, or that only reaches out the morning of the move, will leave you waiting. For the day itself, see our step-by-step moving day guide.

23. How do I pay, and when?

Ask which payment methods are accepted, and get it in writing that the balance is due when the job is finished. Never pay in full before the truck is unloaded.

24. What's your cancellation and rescheduling policy?

Life happens. A fair mover lets you reschedule with reasonable notice and doesn't hold your deposit hostage.

Extra questions for long-distance moves

25. Will my things stay on the same truck the whole way?

Some long-distance carriers move your belongings between trucks or warehouses. Every transfer is a chance for damage or delay.

26. What's the delivery window, and is the price binding?

Get the delivery dates and the pricing terms in writing. Our post on long-distance moving quotes explained breaks down binding and non-binding estimates. You can also learn more about our long-distance moving service.

Answers that should make you walk away

Good movers welcome questions. Be careful if you hear any of these:

These are some of the most common setups behind moving fraud. For the big picture, see how to choose a moving company in Connecticut.

Ask us anything

We'd rather answer twenty questions on the phone than have one surprise on moving day. Call us at 1-888-553-4503 or request a free estimate, and bring this list with you. If we can't answer a question clearly, you shouldn't hire us. That rule applies to any mover you're considering.

And once the move is done, see our guide on how to tip movers.

Printable checklist: questions to ask your mover

Take this list to every estimate call.

Screening

The estimate

The crew

Protection

Packing and special items

Moving day and payment

Long distance only

Frequently Asked Questions

What is the most important question to ask before hiring movers?

Ask whether the company's own employees and trucks will do your move, or whether it will be handed to a broker. Then ask for its USDOT number and look it up. Those two answers tell you who is responsible for your belongings and whether that company is legally allowed to move them.

How many moving quotes should I get?

We recommend getting two or three written estimates. Compare the hours, crew size, number of trucks and what's included, not just the hourly rate. A quote that is far lower than the others is usually missing something, or it will grow on moving day.

Should a moving company see my home before giving a price?

For small, simple moves, a detailed phone estimate is usually enough. For homes larger than two bedrooms, or for long-distance moves, someone should see your home in person or by video. We offer free onsite walkthroughs for those moves, and they usually take 20 to 30 minutes.

Is moving insurance the same as valuation?

Not exactly. Movers offer valuation, which sets how much they are liable for if something is lost or damaged. Basic released-value protection pays just $0.60 per pound per item. Full-value protection costs extra but covers repair or replacement. Ask any mover what each level costs and what it pays before you book.

How much deposit should a moving company ask for?

A modest deposit to reserve the date is normal. We take 15 percent, which is fully refundable up to 48 hours before the move, and the rest is due after the job is done. Be careful with any company that asks for most of the cost upfront or demands cash.

What are red flags when hiring a moving company?

Watch for a refusal to give a written estimate, no license numbers, a large upfront payment, a company name that changes between the phone call and the paperwork, and a price that is far below every other quote. Any one of these is a reason to keep looking.

How far in advance should I book movers?

For moves between May and September, we suggest booking four to eight weeks ahead, because that's peak season. Off-season moves can often be scheduled within a week or two. End-of-month dates fill first, so book early if your closing or lease date is fixed.

Choose the Right Moving Company With Confidence

Hiring a professional moving company is an important decision, and asking the right questions can save you from unexpected costs, damaged belongings, and unnecessary stress. Take time to compare estimates, verify credentials, understand coverage options, and make sure you feel comfortable with the team handling your move.

At Castle Express Moving, we believe every customer deserves honest answers, transparent pricing, and dependable service. As a family-owned moving company serving Hartford County and Western Massachusetts since 2011, we're proud to make moving easier for families and businesses.

Ready to work with movers you can trust? Contact Castle Express Moving today for a free moving estimate or call us at 1-888-553-4503. Bring your questions, and our team will be happy to walk you through every step of your move!