If you just filled out our form, you are probably wondering what happens next. Maybe you are nervous about getting a sales pitch. Maybe you do not have all your move details figured out yet. Maybe you just want to know what the process looks like before you commit to anything.
Here is exactly what happens after you request an estimate from Castle Express Moving & Storage. No pressure. No surprises. No sales tactics.
You do not need to have everything figured out before you call us. Most people do not. We can start the estimate with whatever you know right now and fill in the details as they come together.
Step 1: We Reach Out Within 20 Minutes
After you submit the form, our goal is to text or call you within 20 minutes. If you submitted outside of business hours, you will hear from us first thing in the morning.
This first touch is not a hard sales call. It is a quick introduction so we know who you are and you know who we are. From there we schedule a proper estimate call at a time that works for you.
Step 2: The Basics
Once we are talking, we start with the essentials.
Move date. The day you need to be out of your current place and into your new one. If you have flexibility, let us know. Some dates in our calendar cost less than others.
Addresses. Where you are moving from and where you are moving to. We use these to calculate distance, drive time, and route planning.
Type of home. House, apartment, condo, townhouse, or something else. Each type comes with its own considerations, and knowing what we are working with helps us plan the right crew and equipment.
If you do not have a new address yet, that is fine. We can still get started with everything else and book the move once you know where you are going.
Step 3: Access Details
This is where a lot of companies skip steps and surprise you on move day with extra charges. We do not do that.
We ask about:
- Stairs at both locations - Elevators and whether they need to be reserved - How far the truck can park from the front door - Long hallways or tricky turns - Driveway access and any parking restrictions
Important: We do not charge extra for stairs, elevators, or long walks. But these details affect how long the move takes. Knowing up front means we plan the right number of crew and hours, and you get an accurate estimate instead of a surprise on move day.
Step 4: Special Items and Extra Services
Some moves have pieces that need extra attention. We ask about:
- Items going into storage before or after the move - Long distance moves across state lines - Safes, pianos, pool tables, and other heavy specialty items - Artwork, antiques, or fragile items of high value - Any item over 300 pounds
We also ask about extra services you might want:
- Packing services (we can pack part of your home or all of it) - Furniture disassembly and reassembly - Unpacking once we are at the new place - Princess Packing, our white-glove pre-pack service
Anything you are unsure about, just mention it. We would rather know up front than find out on move day.
Step 5: Room by Room Inventory
This is where we figure out exactly what is moving.
We go room by room with you. Bedroom, living room, kitchen, basement, garage, attic. What furniture is in each room. How many boxes you estimate you will have. What is staying and what is going.
For most moves, this can happen on the phone. If you have an apartment, a studio, a one bedroom, or a lightly furnished two bedroom, we can almost always build an accurate estimate over a phone call.
For larger moves, we do an onsite walkthrough. Any home over two bedrooms, or any long distance move, we want to see the space in person. Onsite lets us catch the stuff that gets missed on phone calls. The grill on the back porch. The treadmill in the basement. The filing cabinet that has not been opened in three years.
Onsite walkthroughs are free and usually take 20 to 30 minutes. We come to you at a time that works for your schedule.
Sometimes we ask for photos. If you have an unusually heavy piece, an oddly shaped item, or something we cannot easily picture from a description, we may ask you to text us a photo. This helps us plan the right equipment.
Step 6: We Calculate Your Estimate
Once we have all the details, we put together your estimate.
Our goal is to be within 10 percent of the final move cost every single time. Not a lowball price to win the job and then surprises later. Not padded to protect ourselves. Accurate.
Here is why that matters. When we know what to expect, we can plan the day properly. The crew knows what they are walking into. The right truck shows up. The right equipment is loaded. Everyone has realistic expectations.
If an estimate is way under actual cost, the crew runs over on hours and you get hit with a bigger bill than you expected. If an estimate is way over, we might book too much time for your job and another family that needs us on the same day has to wait. Neither outcome is good.
Staying within 10 percent is the standard we hold ourselves to.
Step 7: Written Estimate and Your Questions
After the call or walkthrough, we send you a written estimate by email. This includes:
- The hourly rate or flat price for your move - Estimated number of hours and crew size - What is included (trucks, equipment, blankets, tape, basic supplies) - Any extras (packing, specialty items, storage) - Your move date and timing
Take your time with it. Ask any questions you want. Compare it to other estimates if you are getting more than one. We are happy to explain any line item and talk through your options.
If something on the estimate does not match what you thought, tell us. Usually it is a detail we need to clarify, not an error.
Step 8: The 15 Percent Deposit
If you like the estimate and want to move forward, we ask for a 15 percent deposit.
What the deposit does:
- Books your specific date on our calendar - Reserves the right truck and crew for your move - Secures the pricing we provided in your estimate
What the deposit is not:
- It is not a final payment - It is not non-refundable - It is not a deposit in the "we keep it no matter what" sense
The deposit is fully refundable up to 48 hours before your move date. If your plans change, your closing gets delayed, your new place falls through, or life happens, you can cancel and get your deposit back with no hassle.
After the 48 hour window, we have already scheduled the crew, blocked off the truck, and turned down other jobs for your date. At that point the deposit covers our preparation.
We collect the remaining balance on move day, after the job is complete and you are satisfied with the work.
Step 9: Ongoing Support From Estimate to Move Day
Between booking and move day, we stay in touch. You have my email and direct phone number. If anything changes, you think of a question, or you need to adjust the details, call or text anytime.
Move planning is not a one-time conversation. Things come up. Questions come up. That is normal. Whether it is two weeks out or two days out, we are here.
Why We Do It This Way
I have been running Castle Express Moving & Storage since 2013. In that time I have watched a lot of moving companies use high-pressure sales tactics, lowball estimates, surprise fees, and non-refundable deposits before customers know what they are getting.
We do not operate that way. The estimate process is designed to be transparent, fair, and flexible. Because at the end of the day, you are trusting us with everything you own. That trust should be earned with honest conversation, not pressure or tricks.
Frequently Asked Questions
How long does the estimate call take? Usually 15 to 30 minutes depending on the size of your move. Larger moves with more rooms take longer because we go through inventory room by room.
Is there any cost for the estimate? No. Phone estimates and onsite walkthroughs are free. You pay nothing until you book a move.
Do I have to commit on the call? No. We send the written estimate after the call, and you take as much time as you need to decide. No pressure.
What if my move details change after the estimate? Tell us as soon as you know. We update the estimate. Dates can shift, inventory can change, new services can be added. We work with you.
What if I find a cheaper moving company? Compare carefully. Look at what is included in the price, not just the hourly rate. Look for hidden fees, fuel charges, travel time charges, and equipment fees. A cheap hourly rate with a long list of extras often costs more than a clear flat price from a reputable company.
Can I get an estimate without giving my phone number? We understand some people want to avoid phone calls. If you prefer email, we can do most of the estimate process by email and text. Just let us know on the form.
How soon can you do my move? It depends on the season and our calendar. Peak season (May through September) books up 4 to 8 weeks out. Off-season we can often accommodate moves within a week or two. Call us to check current availability.
Can I book my move without a deposit? Our booking process requires the 15 percent deposit to reserve your date. This protects both of us. You have a guaranteed slot. We have the commitment needed to turn down other jobs for your date. Since the deposit is fully refundable up to 48 hours before, there is no real risk to you.
If you have any other questions, call or text us at (888) 553-4503 or contact us through our website. I will personally get back to you.
- Joe Caronna, Owner, Castle Express Moving & Storage