Frequently Asked Questions
Here at Heroes Moving and Storage, we get a lot of questions about how we run our business, what our services are, what we charge, and how we operate. As a family owned and operated company in business since 2010, we are proud to provide high-quality, efficient commercial and residential moving services that include packing and piano moving.
We thought it would be helpful to compile a list of FAQs to hopefully address some of your questions and concerns. As always, if you have further questions, please do not hesitate to reach out to us at 804-409-0429.
Prior to Booking
How Much Do You Charge For A Move?
At Heroes Moving and Storage we charge by the hour. We have a minimum of 1-hour for every job no matter how big or small.
How Many Movers Will There Be On My Job?
Before we book any job, we always do an estimate to see how much furniture you need moved. We utilize a software that automatically estimates how much all of your items will weigh. The weight of your job will determine how many movers and trucks you will need.
What If I Need More Or Less Time For My Move?
If you have a last-minute inventory change it is no big deal. Just keep in mind that we charge per hour. Therefore, the more time it takes to move your items the more the final bill will be.
If you know ahead of time that you will have additional items that weren’t included on your initial quote, please let us know ASAP.
Do I Need To Pay a Deposit? Can I Cancel My Move?
On every job we do, we require a $100 deposit. You may pay this deposit with a card or check. The deposit will ensure that your job gets scheduled on your preferred date. The remaining balance of your job is due at the end of your move, before our movers leave.
We understand that life happens and sometimes you may need to cancel your move. As long as you give us a minimum of 48 hours’ notice we can cancel your move and your deposit will be fully refunded.
How Do I Pay?
We accept cash, checks, and all major credit cards. If you decide to pay with a card there will be an additional 3% service fee added to your total.
What Is Included In The price?
The crew, truck, premium quality moving blankets, dollies, shrink wrap, straps, floor protectors, stair protectors, door jamb protectors and all other equipment that is necessary to safely and securely move your possessions from your current location to your new destination.
What Size Trucks Do You Have?
We have varied sized trucks in our fleet. Our biggest trucks are 26’ that is a whopping 1700 cubic feet of interior space! Therefore, “normal sized jobs” only require one truck.
Keep in mind that our trucks will need to park close to your home. We will need a minimum of 14’ of vertical clearance.
Do You Charge Extra For Moving Large Items Such As Pianos?
Piano moves and any other specialty items such as safes, grandfather clocks will have an additional charge. We do have professional piano, and specialty item movers that have years of experience in these areas and will take extra special care of these items for you.
Can The Movers Transport My Pets?
As much as we love animals, unfortunately, we cannot safely transport pets. The temperature in the back of our trucks get too hot and could be hazardous for your pet. Moving can be traumatic to some pets, so we want to do our best not to make it any worse for them! Since having so much commotion in your home can upset pets, we also recommend that you board them at a kennel on the day of your move to ensure that they are well taken care of.
Can You Transport My Plants?
We cannot accept responsibility for your plants. Since the trucks do get so hot this may affect your plants. We recommend that you transport all plants in your family car.
Preparing To Move
Do I Need To Pack My Boxes Or Will Your Movers Do That?
If you do not want to pack your own items, we do offer a packing service. We have a team of specialty trained packers that will ensure that everything is packed properly to avoid anything being broken when transporting your precious items from one location to another. If you want to pack your items yourself, we do not recommend getting boxes from your local liquor/grocery store. The reason for this is because these boxes are flimsy and can even carry insects and other bugs (gross). Please use double corrugated boxes, not single. The stronger your boxes, the better chance your goods have of surviving any mishaps, should they occur.
Note that we do offer everything that you will possibly need to move. Please refer to our supplies list for prices on all our materials, which includes our discounted moving kits!
Can I Pack My China, Glass, and Crystal?
A lot of our customers have preferred to have their fragile, sentimental items professionally packed by a moving company. However, this is not required, if you decide to pack them yourself try your best to wrap these items individually and provide plenty of cushioning and pack them firm in a sturdy box. To do this place a 2-3-inch layer of crushed paper on the bottom of the box and put the heaviest items on the bottom. If there are any empty spaces place crushed paper in them to ensure everything in there is packed tightly. Please mark these boxes with “fragile” on three sides so that our movers know that there are breakable items in the box.
Can You Move Boxes That Are Open?
Unfortunately, open or folded boxes do not travel well. Therefore, we can only move boxes that are taped shut.
What Do I Need To Do With My Dressers And Drawers?
For us to ensure that nothing gets damaged we ask that you please empty out and pack away anything that is in your dressers and drawers.
What Should I Do To Label My Boxes?
We know that one of the most frustrating parts of moving is remembering which box belongs to which room. In order to minimize this frustration, we recommend labeling each box on three sides. We also suggest that you assign a color to a specific room and put a colored sticker on the box, so you know what room in belongs in.
How Can I Speed Up My Move To Save Me Money?
There are several ways that you can speed up the move to save you money. One of the best ways to speed up any move is to have everything already packed and disassembled before the movers arrive. We are happy to disassemble furniture if needed, but it does add to the overall time. Another way to speed up the move of your job is to have all boxes in one spot near the door so that our movers can quickly load them onto the truck.
Will You Move My TVs?
Yes! TVs are the #1 damaged items on any move. Therefore, we require that all TVs be moved in a specially designed moving box. However, we know that they can be quite expensive. Therefore, we are more than happy to loan you TV boxes for your move!
What Items Can’t You Move?
Our movers can not move hazardous items such as propane tanks, fuel, firearms, ammo, paint, or aerosols. The reason for this is because our trucks do get hot and in order for us to avoid any explosions, we don’t move these items. If you need us to move any fuel operated tools such as lawnmowers, please ensure that the gas is out prior to our movers getting there. If you are unsure if something is considered safe to move just think, if it wouldn’t be able to be transported on an airplane, we probably can’t bring it on the truck.
We also do not move any perishable food, or any food stored in glass jars or containers. We also ask that you transport any personal items such as cash, collectables, family photos, and important papers.
What Time Will The Movers Arrive?
Each job is unique and start times may vary. If there is a specific time that you need the movers there just let us know when you book your job, and we will do our best to accommodate your request. However, if you do not notify us on a time our dispatcher will call you 3 days prior to your move and notify you of the estimated arrival time.
Should I Be There For My Move?
We ask that someone be present during the move. When our movers arrive, you will sign our app which then starts the clock for our movers. We also want to make sure that everything that is supposed to be moved is, and when we unload your items they go exactly where you want them.
Can I Ride With The Movers?
Unfortunately, our insurance does not allow anyone who is not on our plan to ride in any of our company vehicles.
How Can I Ensure That My Mattress Stays Clean?
We recommend that you use a heavy-duty mattress bag to ensure that your mattress does not get dirty during the move. We do sell mattress bags, so if you let us know how many you need, we can make sure the movers bring them when they come to move you!
Does Weather Prohibit You From Moving Me?
Rain does not prohibit us from moving your furniture. We wrap all of your furniture in our premium furniture pads which protects them from water damage.
Snow and ice may cause some delays/ or force us to reschedule your job. However, we will do our best to give you as much notice as possible if we will have to reschedule your move. If we are able to work in the snow or ice we do ask that you please make a path for our movers to ensure not only our safety, but yours as well.
Am I Allowed To Tip The Movers?
While our movers do not expect a tip, you are more than welcome to tip them. If you decide to tip the movers, we ask that you tip them in cash. If you need to add a tip with your card, just let our dispatcher know when he calls you after the job is done!
What Do I Need To Do if Something Is Damaged?
The first thing that you should do is let your driver know. Secondly, contact your move coordinator, and they will provide you with a claim form for you to fill out and return.