Frequently Asked Questions

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All About The Moving Service Providers

The Moving Service Providers, also known as "Providers", who advertise on HireAHelper offer a variety of moving services from labor-only to truck services. Many are professional labor-only moving companies that specialize in load and unload services. Others are full-service moving companies sending their crew members with a truck. Some are individuals who aren't necessarily professional movers, but who can provide labor. Make sure to review a Provider's credentials, description, and customer reviews.

Are all of the Providers licensed?

Labor Only:

A special license isn't required for lifting things in and out of a truck or storage container. However, some service providers choose to list other licenses they carry (like business licenses, full-service mover licenses, etc) as a way to attract more customers and legitimize their listing.

Movers + Truck:

If you are booking Movers + Truck through HireAHelper, all of those movers have verified Full Service Moving License and Commercial Liability.

Are all of the Providers insured?

Moving Service Providers have their insurance credentials listed in their profile. HireAHelper orders come with Standard Repair Coverage, which covers $.60/lb. up to $10k. If you hire a Moving Service Provider for labor only with an average review of 4.5 or better, there is also Full Value Insurance Coverage available for purchase through MovingInsurance.com. Rates start at $12 per $1,000 in coverage. (Full Value insurance is not available through MovingInsurance.com for Movers + Truck services. You will need to discuss added coverage for Movers + Truck services with your Moving Service Provider directly.

Where is my Provider coming from and do I get charged for travel time?

Labor Only:

When you provide your ZIP code we will only show you Service Providers that cover your area. Service Providers aren't on the clock until they arrive at your doorstep. The amount you pay on HireAHelper includes the Service Provider's travel fees to and from the job site.

Movers + Truck:

When you provide your two ZIP codes (load and unload) we will only show you the Service Providers that cover both areas. Travel policies can vary per location so you will see what those fees are when going through the booking process. If you are not sure where to see the travel pricing, feel free to call in and speak to a representative to get the upfront pricing details.

Do they charge extra for stairs?

Up to one flight of stairs is always included in every Service Provider's rates. Some Service Providers might charge more for additional flights, that will be shown upfront on their listing. You can also read the Service Provider's service description for more details.

Will they load and unload my truck for me?

Yes. When booking labor, if the Provider services both of your zip codes, you can hire them to unload your truck too. This works great for local moves! Keep in mind that the Service Providers do stay on the clock when driving between your loading and unloading locations. If your load and unload addresses are more than 50 miles apart, you'll probably want to hire two separate Service Providers for the load and unload.

Will they help me pack boxes?

Service Providers specialize in loading and unloading, most are not professional packers and do not provide boxes and other packing supplies. They can provide packing assistance if you are participating, supervising, and providing the supplies. If you'd like to have them help with packing, make sure to put this in your order details and account for the extra time needed.

Do they bring a truck?

They can. There are two types of orders you can book through HireAHelper:

Labor Only (where you provide the truck)
Movers + Truck

Take a look at both options and see what works best for your situation!

Can the Service Provider drive my truck?

Absolutely not. If you booked them as labor only through HireAHelper, you may not hire them to drive the truck you provide.

Do they bring moving equipment (dollies, ropes, tie-downs)?

Each Provider lists the available equipment in their profile. If they charge for equipment, we ask them to list their prices.

Do they bring boxes, tape, or packing supplies?

Service Providers do not bring expendable packing supplies (like packing tape, wrap, boxes, etc.) However, you can always request them directly with your Service Provider after booking.

Do they bring furniture pads?

For labor only moves the helpers do not bring nor provide furniture pads. We suggest getting them from your rental truck or storage container provider, or you can also get them from a home improvement store such as Home Depot^® or Lowes®.
For Movers + Truck orders, the movers will provide all furniture pads needed.

Can they disassemble/reassemble furniture?

Service Providers charge hourly. If you'd like to have them disassemble/reassemble furniture, make sure to put this in your order details and account for the extra time needed. Before the job date, make sure to discuss what tools are needed with your Service Provider.

Does the crew take breaks during the time they are scheduled for?

They might take a quick water or restroom breaks. On longer jobs they might need to be given an official rest break (on the clock) or lunch break (off the clock) based on your state's laws. Make sure to discuss your Service Provider's exact policy on breaks with them prior to your move.

How do I know that the Service Providers won't milk the clock?

Customer reviews. If a Service Provider provides lazy crew members or unsatisfactory service, you'll definitely read about it in their customer reviews. Also, keep our Service Guarantee in mind. If you feel like the job went unreasonably long, let us know and we'll evaluate the situation and see if a refund is in order.

Do they work on sundays/weekends?

Most do. You can see exactly who is available on the day you need by entering the date on our website.

Do the rates change over the weekend?

Nope!

What happens if the Service Provider hurts themselves on the job?

All Service Providers state that they will not hold their customers liable for injuries. We also recommend that you discuss any such concerns directly with the Service Provider you select, most will also be willing to sign a release of liability for you upon request.

Are Service Providers background checked?

When selecting a Service Provider one of the most important things to look for is if they get good reviews from their past customers. But many Service Providers can also provide background checked workers. If you would like to book background checked moving labor and don't find a suitable provider in your area, please give us a call at (800) 995-5003.

Selecting a Service Provider

How do I know who is available?: Service Providers manage their availability through HireAHelper. If they show up in a search result, they're available!
I found a great Service Provider! How do I contact them?: Found a perfect Service Provider? Book them! Immediately after you place your reservation, you'll get their primary contact information. Or even better, give them a chance to call you first. Often times these companies are out on jobs all day and will give you a call between jobs or at the end of the day.

During Your Move

Can I/my family/friends help move items also?: Of course! It's a great way to save some money. Two things to keep in mind: 1) the job will go a little faster, and 2) your friends and family don't do this for a living and certainly won't pack a truck as well. Use your pros wisely!
Do I have to take the clothes or items out of my drawers?: This is something you should definitely discuss with your Service Provider prior to your job date. In general, if the furniture is light and doesn't contain breakable items, it might be okay. Otherwise, we recommend that you take out the breakable or particularly heavy items and make sure they are properly wrapped and packed.
Do I need to rent a dolly?: Each Service Provider lists the available equipment in their profile. If they don't provide dollies and your job requires one, you may need to provide one.
On all Movers + Truck jobs, Movers will bring a dolly free of charge.

Booking Process

What is considered an "extra heavy"(or "oversized") item?

An "extra heavy item" (or "oversized item") is defined as anything that weighs 300 pounds or heavier.

Generally, a move that includes an extra heavy item necessitates a crew size of 3 or 4 people, especially when stairs are involved. Moving companies typically add a fee to move an extra heavy item, which will automatically be added to your order upon indication. (Don't worry, your average couch, dresser, refrigerator, or similar item isn't typically going to weigh more than 450 pounds. To see providers who can move extra heavy items, select the number of those items you have, along with the number of flights of stairs those items will be moved up or down on.)

Here is a list of common extra heavy items:

Piano
Also called: Upright piano, Console piano, Electric piano (Not keyboard), Spinet piano
Organ
Sleeper sofa/hideabed
Murphy bed
Hospital (mechanical) bed
Buffet table
Granite top table
Armoire
Wall unit
Safe

Note: Pool tables can be moved if they are disassembled beforehand. Slate Pool tables cannot be moved by moving companies, regardless if it's disassembled.

Can a move with enough crew members move my piano?

Not necessarily. While pianos are concerned "extra heavy items", only certain Service Providers in the HireAHelper network have the tools and ability to move the different types of pianos. To compare Providers who are able to move pianos, indicate the type of piano you have and how many pianos you own on the drop down menu.

How much time should I book?

If you're not sure how long the job will take, have a look at our helpful labor guide to get an idea. Still not sure how much time to book? Give us a call at (800) 995-5003 and we can help. After your booking is complete, your Service Provider will also contact you and let you know if you need more or less time. Tip: When booking, provide as many details about your job as possible so your Helper will get a clear idea of the size and scope of the job. Example: How many rooms are in your home? How many flights of stairs?

How far in advance do I need to book?

We recommend booking about 2 weeks in advance. If you wait until 1 or 2 days before your move date, there's a strong chance the higher rated (and/or better priced) companies will be booked.

Why is the rate so much lower/higher than other places?

Each Service Provider on the site is independently owned and operated and sets their own rates. Rates also change depending on the competition within a given marketplace. Service Providers also pay HireAHelper a commission on every completed order, other moving labor marketplaces may charge a higher or lower commission depending on their level of service and support. Our fees go towards funding our Standard Repair Coverage, 7-day-a-week customer support, a Service Guarantee, payment via credit card, and an online customer review system.

Can I set my own start time?

Yes. After selecting a Service Provider, you'll be able to select your preferred arrival window before you finish booking. Arrival times are in 1 hour windows and the clock doesn't start until they arrive.

When do I get charged?

Your card will be authorized for the full amount 1 day before your move date at around 5am PST. "Authorized" means the charge is pending. Then the charge will be completed when the job is complete. If you are booking a last minute job (the job is today or tomorrow) your card will be authorized immediately upon booking.

When will my Service Provider call me?

Service Providers confirm newly booked jobs throughout the day or at the end of the day. So, you should hear from them within 24 hours. If you need to speak to them immediately, you'll get your Service Provider's primary contact information via email.

What if I need to cancel?

Cancel at no charge up to 24 hours before your job start time. If you cancel after that, the helpers will charge for 1 hour at the rate you booked. Canceling within 1 hour before the job doubles this fee. To cancel, please contact your Helper first! Then call or email HireAHelper.

How do I request special equipment?

Simple! Just enter it into the job notes when you book the job. Your Service Provider will confirm these types of requests prior to your job date.

Can I change the date of my job?

To change the job date, first contact your Helper and see if they're available. If they are, just send us an email letting us know about the date change. If not, let them know you're canceling the job and then contact us to arrange a new Helper.

Leaving A Review

Can anyone leave a review?: If you booked them through HireAHelper, you'll be able to leave a review. On HireAHelper.com the reviews you see are unfiltered, real reviews from people who booked their moving labor on this website.
Can my Service Provider respond to my review?: As you can see on HireAHelper.com, Service Providers are given a chance to respond to each review. This response will be visible on HireAHelper.com.
Does my review have to be public?: Yes. All reviews are posted on the Service Provider's profile which is public. If you want to leave a private review, you can call into our call center and our super friendly representatives will take care of you.
What information is posted alongside my review?: Your first name, last initial, and the city where the job took place. Example: “Jeremy R, Temecula CA”
Can my Service Provider ask me to change my review?: Politely. If you've left a negative review, the Service Provider may contact you and try and resolve the issue. You'll be able to edit your review if you choose to do so. But we won't tolerate harassment and we never remove or edit customer reviews at the request of the Service Provider (we've had a few Service Providers leave because of this, but we believe in the policy!)
Are there any circumstances HireAHelper would edit or remove my review?: Very few. If your review contains intense profanity, blatant racism, violates the Terms or Service, etc. we reserve the right to remove it. We never remove or edit customer reviews at the request of the Service Provider (we've had Service Providers leave our site because of this, but we believe in the policy!)

Paying Your Service Provider

Why do you need my credit card info?

Part of the reason Service Providers like advertising on HireAHelper is that we verify their customer's payment info. That way they know you are serious about hiring them and have the funds to pay them. So, to place a reservation with your Service Provider, we ask for a major credit card.

Do the Service Providers have my credit card information?

Service Providers never receive your credit card information. HireAHelper acts as an escrow service for you, the customer, then sends your payment to your Service Provider when you tell us the job is complete.

Can I pay in cash or check?

No. We accept Visa, Mastercard, Amex, and Discover.

When will my card get charged?

1 day before the job date at around 5am PST. If you are booking a last minute job (the job is today or tomorrow) you'll be charged immediately upon booking.

Why is my card authorized before the work is done?

One of the reasons customer satisfaction is so high on HireAHelper is this: Service Providers know their customers are serious about hiring them and have the funds to pay them. If they show up and do the work properly they know they'll get paid. Customers don't want flaky Service Providers and Service Providers don't want flaky customers, so everyone is happy.

Who will charge my card?

HireAHelper LLC is the name you'll see on your credit statement.

How does my Service Provider get paid?

Once the job is done your payment will be sent to your Service Provider via direct deposit or check (minus the commission they pay HireAHelper.)

How long do refunds take?

Once an refund is issued, the funds are released within one business day. Most credit card companies take 2-5 business days to post the funds back to your account. If you used a debit card, your bank may take 5-10 business days to post the funds.

My job went over. How do I add the additional hours to my order?

Three ways:

Text message: we'll send you a text message the morning of your job. When the job is complete, just reply the text message and follow the prompts.
Phone call: when the job is done, call (800) 995-5003 and follow the prompts.
Signed invoice: Your Service Provider may present you with an invoice at the end of the job. Just indicate the total number of hours and sign the invoice.

How do you know how long the Service Providers work for?

You tell us! (See the previous question above.)

Can I get a refund if I book too much time?

Some Service Providers offer refunds for unused time and some do not. It's hard work setting up a schedule, and good companies will try to set aside enough time to finish your job which means turning down other jobs. However, some Service Providers will refund up to 1 hour, and a few will refund for any amount of unused time. Service Providers only refund for unused hours over their hourly minimum (Ex. 2 hour minimum, etc.). Each Service Provider's listing will indicate if they refund for unused time. Your Service Provider will also call you prior to your move date to discuss the details and you can ask them if the hours should be adjusted. If you're not sure how much time to book have a look at our helpful Labor Guide or give us a call at (800) 995-5003 and we can help.

What credit cards do you take?

We accept Visa, Mastercard, Amex, and Discover.

My Service Provider wants cash for the additional hours. Should I pay them?

No. It's best to add hours to your HireAHelper order using your credit card. That way we can send you an accurate receipt and we have record of the transaction in case there's an issue later. The three ways to do this:

Text message: we'll send you a text message the morning of your job. When the job is complete, just reply the text message and follow the prompts.
Phone call: when the job is done, call (800) 995-5003 and follow the prompts.
Signed invoice: Your Service Provider may present you with an invoice at the end of the job. Just indicate the total number of hours and sign the invoice.

Can I get a receipt for the job?

Of course! You'll be emailed a receipt at the end of the job.

Should I tip my Service Provider? How much?

Did they do a great job? Though it's not required, many people do tip. The typical amount is around $10-$20 a worker, depending on the size of the job.

What are your policies regarding privacy and spam?

Look, we hate spam as much as you do and we'll never share your email address to marketers. We take security seriously. Here's our full privacy policy.

Damage Claims

What if my Service Provider is running late?

By the time your job date rolls around, you will have already spoken to your Service Provider. So, give them a call first. Keep in mind they have an hour window to arrive. If you can't reach them, call HireAHelper at (800) 995-5003 and we'll immediately help you find a replacement if needed.

What if my Service Provider is a no-show?

Give them a call and keep in mind they have an hour window to arrive. If you can't reach them call HireAHelper at (800) 995-5003 and we'll immediately help you find a replacement if needed. We take no-shows very seriously; Service Providers who do it owe you a fee that can either be applied towards the replacement or sent straight to you for the inconvenience. Service Providers who no-show habitually won't be allowed to advertise on the site.

What happens if they break my stuff?

When booking through HireAHelper, you receive repair coverage on every service which covers $.60/lb up to $10k. If you hire a company to load and unload your truck or container through HireAHelper your goods are also covered while they're being transported. The repair coverage does not cover damage that happens while your goods are being transported in a freight trailer. If you hire a service provider with an avg review of 4.5 or better there is also Full Value coverage available for purchase from MovingInsurance.com. Rates begin at $12 per $1000 in coverage.

What happens if they try to charge hidden fees?

This is expressly not allowed on HireAHelper. You'll see all Service Provider's fees during the checkout process, so if they try and charge something extra, don't pay it. Call us.

How do I lodge a claim about my Service Provider?

First, give them a call and let them know there was an issue. If they don't resolve the issue to your satisfaction, file a claim with us and we'll step in. Also, remember that customer reviews are very powerful, so make sure to leave one.

What if I'm generally dissatisfied with my service?

Three things:

Contact your Provider and make sure they know. They will often try and resolve the issue.
Leave a review! These are the lifeblood of Providers on HireAHelper and they don't like to see negative ones.
If you file a claim we'll step in and evaluate the situation and, based on our Service Guarantee, see if a refund is in order.

About HireAHelper

Is HireAHelper a moving company?: No. HireAHelper is an online marketplace where you can find, compare and book an independent service provider. Using HireAHelper is much like using a travel website to compare rates and book a hotel room - you're making a reservation with an independent service provider.
Are the Providers on HireAHelper.com employees or subcontractors of HireAHelper?: No. Each Provider is an independent entity that uses us to handle their booking process. Using HireAHelper is much like using a travel website to compare rates and book a hotel room - you're making a reservation with an independent Provider.
Do you offer customer service?: Heck yes we do! We have a full time staff here in Oceanside CA. We're here to help you book with confidence and provide support should the need arise. We're here 7 days a week and our phone number is (800) 995-5003.
Can I trust HireAHelper?: Hey, of course you can! We are a real brick-and-mortar company based in Oceanside CA. We're an A-rated business on the BBB. We're alive and well on Twitter and Facebook.
How does HireAHelper make money?: On each order, HireAHelper charges a service fee to the customer and the service provider. Other moving labor marketplaces may charge a higher or lower commission depending on their level of service and support. For our fees, we're able to offer 7-day-a-week customer support, a $1,000 Service Guarantee, payment via credit card, and an online customer review system.
Is Hire A Helper legit?: Yes, HireAHelper is legitimate. Our friends might even say… too legit to quit. No, but seriously, as companies go we are a licensed ecommerce company headquartered in Oceanside, CA. We pride ourselves on studying and abiding by every federal and state regulation as it relates to our service. We're also proud to offer free Standard Repair Coverage on every move as well as the option to purchase Full-Value Coverage.