General

Do I need to be onsite for the move?

We only require someone there are the beginning for a walk through to show us what goes and at the end for a final check and lock up. If someone other than yourself will be on site during the move, please provide us with the name and contact information so that we can keep them updated on the day of the move.

Is there a way I should pile my stuff to make it quicker/easier to move? Would help if I put furniture first, last, or keep the heavy things separate?

Honestly, we don’t take all of one thing first or last, it’s actually easiest if you just leave things as is with the boxes stacked neatly somewhere so we can grab whatever is going to fit the best. We actually load so that the boxes are kind of distributed amongst the furniture, as we build things into what we call “tiers”, which are typically 2-3′ deep where we build a solid base, usually with a dresser and a couple of nightstands, or something else that is quite solid, then we build upward from there from heavy on bottom to light on top.

We usually advise against piling up everything in one room because it makes it harder to pick and choose what we want to load first, and the crew can’t spread out throughout the house to wrap the furniture without tripping over each other.

So don’t worry about trying to stack everything up, it might actually make us less efficient. If for instance you have a basement and you’d like to clear that out to save time, that is definitely welcome. Also, if you want to dismantle the beds in advance or take apart other large pieces like office desks or large tables, that will help out with time. But keep in mind that it can be harder for us to put them back together if we didn’t also take them apart, unless it’s really straightforward.

Am I able to get a more exact quote if I prepare a detailed list of furniture?

It is difficult to base a quote on a list of furniture.

Furniture comes in all shapes and sizes and no two items are going to take the same amount of time to move. As an example, certain bed frames take longer to take apart than others. The level of care required can vary from one dresser to the next or one bookshelf to the next. Some are quite fragile, others just need a pad draped over it, others are extremely large and heavy and will inevitably take much longer to get out of the house, which is why a list of furniture does not tell the whole story.

There is also a lot of variation in the level of difficulty in the loading and unloading conditions at various houses (i.e. a tight fit through doorway or a 3-storey townhouse with most items going to the third floor). Some houses we can back right up to the doorstep, others we need to carry everything down a sidewalk and up a ramp. The reason we charge by the hour is to account for these variables that can have a major effect on the cost.

Ultimately, we will move everything as quickly and efficiently as possible without risking damage to the items or home and I can assure you, you will be satisfied with the work ethic of the crew.

If however you are more comfortable with some cost certainty, you can request a flat rate or guaranteed price for the move. For this option however, we will need to do an onsite estimate, and a more detailed description of what we will be responsible for moving will need to be created.

Can I ride on the truck with the crew between locations?

Unfortunately, our insurance only covers our employees and your goods so we are not able to take additional passengers.

Why is the truck included if I’m only moving items on location?

All the equipment is on the truck, including the dollies, floor runners, moving blankets, and tools. These items make your move go much quicker and smoother and help to prevent damages from occurring to your home or furniture. We also have to transport the crews to and from the jobs, so this is why our rates include the truck regardless of whether or not we load items onto it or not. Furthermore, our liability for damages is only offered if we are performing the job the way we have trained our movers to do it. So if we are not wrapping your furniture in blankets prior to taking it out of the house to load it into a POD on your driveway for instance, and we scratch a wall on the way down the stairs, we cannot accept liability as we were not able to perform our job using our preferred equipment (i.e. moving blankets).

What is your cancellation policy?

Regarding our cancellation policy, we’re pretty reasonable and understand that things happen, especially when it comes to getting possession of a newly built or renovated home. So, there’s really no penalty per se, we just appreciate as much notice as possible, and not the night before or morning of the move. With that said, at peak times we reserve the right to take a non-refundable deposit for booking our services on those dates, as in the event of a last minute cancellation it can be difficult to find another person to take that spot and it results in lost revenue at a peak time of year. Moving companies often have to earn a large percentage of their annual revenues in small periods of time due to the nature of the moving business, so booking a prime day and then cancelling last minute can be quite harmful to the business.

Do the movers take breaks?

Our guys work really hard to impress our customers, but of course every now and then they do need to take a 5-10 minute breather. These very short breaks are typically not taken off the bill unless the customer asks us to, but bear in mind that these breaks ensure that they can carry on at a very quick pace throughout the day. If they didn’t take a 5-minute breather every few hours, I doubt they would be able to work at the pace they do all day long, so in reality it does not add time to the bill. If they do stop for lunch in between the load and the unload, they would certainly deduct that off your bill. This is rare however, as our movers typically want to just get the job done. If anything, they may stop for a drink at a gas station on the way to the new place, which wouldn’t take more than 5-10 minutes.

Can my husband help instead of a third crew member?

It is not our preference to have customers or their friends/families assisting as we cannot permit anyone onto the truck that is not an employee of our company for insurance reasons. Also, if any damages occur, it is difficult for us to accept any responsibility for them, as it is difficult to determine if it was us or one of the customer-supplied helpers. However, there are ways that customers can help out to make things go quicker. One way is to take apart and/or reassemble furniture; another is to take the boxes to where they belong in the house so we can just place them in the front room which makes things go quicker and saves you money. However, please note that if this help is offered, we cannot take responsibility for any damage that may be caused to the floors, walls, or furniture.

Are you able to take some of our items to the Eco station or a donation centre?

Certainly! For a stop at a donation centre, there is no additional cost apart from the time it takes to go there. We generally just estimate this time based on the distance and the anticipated wait time and amount of stuff to unload at the donation centre.

For item disposal, if it is just several items, we can dispose of them for one extra hour of time on your bill, plus the per item fee charged by the Eco station (e.g. mattresses are $15 each, most furniture items are $12 per piece). We take the item(s) back to our warehouse, load them on a pickup truck, take them to the Eco station and wait in line. Unfortunately, our trucks are too big to go into the Eco station, as it is meant for residential customers not commercial, so we charge an extra hour to account for this process. For larger loads of stuff that you want disposed of, we can make a trip to the dump at our regular hourly rates, plus the fees at the dump, which are about $80/ton.

Are the movers able to take apart beds? Do you guys set up the beds and dressers at the new place?

Yes! We set up everything we took apart! But it gets better…because we bill hourly, we can set up most furniture even if you took it apart or was disassembled it at an earlier date, provided all the parts are there and it’s either pretty straightforward or instructions are provided. However please remember that this will add time to your bill. Also, we come equipped with most basic tools but not exhaustive tool kits so if any specialty tools are required, we may not have everything we need. Some exercise equipment is also extremely complex and is better left to a professional installer.

How do you protect my furniture? Floors?

We professionally wrap everything in the house with our moving blankets and things are not unwrapped until we get them in place at the other end. We also have a special type of rubberized floor runner that we lay throughout the house so that as we go in and out with our dollies we are not damaging or dirtying your floors. Some items may be safe to take out to the truck without fully wrapping it in the house, however, rest assured that we will still drape a blanket over it in the truck to protect it during transit. This is often a time saving measure for items that aren’t particularly fragile, and we try to use our common sense to determine if we can save a little time on your bill by doing this with some of the furniture.

Do you guys set up the beds and dressers at the new place?

Yes! We set up everything we took apart! But it gets better…because we bill hourly, we can set up anything even if you took it apart or was disassembled it at an earlier date, provided all the parts are there and it’s either pretty straightforward or instructions are provided.

Pricing

Are there any hidden fees?

All of our charges are disclosed up front and will appear on your written estimate that is provided when you book. However, please keep in mind that we do not provide “quotes” as in a fixed price unless it is requested, in which case it will state as much on the written documentation you receive. All of our estimates are variable; your final price will depend on how long the job actually takes and any chargeable materials we use at your request. The estimates we send out are calculated based on information provided by you whether over the phone or by written correspondence, as well as average move times that moves of that description have taken in the past. Please remember that no two moves are the same, and there are dozens of details that are different on every move that can substantially affect the final charges. If partial or inaccurate information is given, it will likely result in the final price coming in much higher than whatever estimate we provided.

Most of our equipment is included in the hourly rate, so that would include non-consumable materials such as floor protection, moving blankets, tools, dollies and hand-trucks (two-wheelers). We do not charge extra for tape if we are using it to wrap your furniture, or if we are packing your goods on a per unit basis. However, other consumable items such as mattress bags, boxes, wardrobes, TV cartons, packing paper, and bubble wrap would be charged out according to their usage. We wouldn’t proceed with using these items without your authorization.

Do you take a deposit to secure a booking?

We do not require a deposit for all bookings, but occasionally if the job is exceptionally large, or we are delivering to a location far from Edmonton, we require partial payment up front, and/or payment prior to making delivery. We reserve the right to collect a deposit or a credit card to secure the booking on any job if we deem it necessary.

Is it more expensive to move on a weekend or at the end of the month?

We recently began adjusting our pricing on weekends and at peak times of the month, and it was in response to the fact that we were booking up very early for these days and we needed to balance our workload to provide our employees more stability and steadier working hours. Every moving company has limited resources, and due to a highly uneven demand, many times it is necessary to incentivize customers to schedule their moves for less busy days which is why many companies utilize this pricing model. It is very similar to airlines where there are periods of high demand and thus the prices go up, or the closer you come to the date and the more booked up a company becomes, the higher the rates get as their resources get more scarce.

Do you use weight to calculate prices?

We do not use weights to calculate prices, as it’s very time consuming to go and scale the truck both full and empty, and it’s more common with companies that are moving multiple shipments across long distances as they usually need to spend a lot of extra time dismantling everything to fill every cubic inch of the truck and maximize the total weight they can squeeze on. Thus, the weight of each shipment represents a portion of the total space available on that truck across whatever distance it is. Since the majority of our moves are local, we just charge hourly as it’s a simpler and a more accurate representation of the amount of work involved in performing your move, and cuts out the unnecessary cost of sending the truck (and crew) to the scale to weigh every shipment.

Why do you charge travel time?

Travel time is standard in the moving industry, and it is there to cover the cost of paying our employees from the time they show up to work, to the time they leave work at the end of the day. It is pretty common in virtually every industry to charge a fee to dispatch a service crew, whether it’s a plumber or electrician, and it’s no different in moving. There is a cost in creating each appointment, and transporting the moving truck and crew to your location, and in our industry it is commonly referred to as a “trip fee” or “travel time” instead of “service fee”. Some companies adjust their pricing to eliminate this, but rest assured it is showing up somewhere in the price.

Do you charge for fuel?

Currently we do not have a fuel surcharge in the Greater Edmonton area. However, there may come a time when fuel costs begin to rise, and we may have to introduce a fuel surcharge. If that time comes, we will certainly be up front about it and it will not be a hidden cost that only gets mentioned when it’s time to do up the bill. On moves where the total travel distance exceeds 40 km, or we travel outside a 25 km radius of the city of Edmonton, we do charge a per kilometer fee to account for the additional fuel usage, as well as the additional risks and expenses inherent in long distance hauling, particularly the higher costs of insurance and government compliance.

Insurance

What is your liability?

Depending on the item and damage caused, we would work out a fair compensation amount if the item is unable to be repaired, or an appearance allowance (a dollar value to compensate you for a damaged item that is otherwise still functional but may have a slight flaw that either cannot be repaired, or is not worth repairing). Our company will only cover the actual cash value of the items. For high value items, we recommend exploring what coverage you have under your home insurance policy, as we will not cover items over $5000 in value. This is not unlike your home insurance policy which would require you to declare items of extraordinary value and pay extra to have them insured. Unless we are professionally packing expensive televisions, artwork, and/or glassware then we cannot accept liability for such items as they are extremely fragile and so must be properly prepared for transport by a professional. For instance, a glass table should be crated for transport. When it was shipped from the manufacturer to the store you purchased it from, it was in a crate. There are methods and techniques we can employ to minimize the risk of damage to such an item, but to truly transport it with no risk, it would have to be crated and that would cost extra.

Do you sell additional insurance?

We do not sell insurance, as it is prohibited by law to sell insurance unless you are a licensed insurance broker. There is a distinction between us having insurance to cover our mistakes and protect us for things that we are liable and offering you insurance for your belongings. What we offer free of charge is a commitment to taking responsibility for damages that arose due to mistakes made on our part during the moving process. However, if a claim arises due to the inherent flaws in a particular piece of furniture that was damaged, for example a piece of pressboard furniture falls apart because it is poorly constructed and wasn’t designed to be moved multiple times, or a dish that breaks inside a customer-packed box, unfortunately we would not accept liability for items like that. We recommend reading through the terms and conditions on the contract that we send out in advance of your move, so you can be informed of what we will and will not take responsibility for and take any appropriate steps to move vulnerable items in a personal vehicle, or have them professionally packed by our team.

We can however provide what is called valuation. This is a standard method in the moving industry to provide protection and peace of mind for customers who want replacement value coverage for their items. Typically, you would declare the replacement value of all of your possessions being moved, and pay a valuation fee of $1 for every $100 in value. So if you wanted $100,000 in coverage, it would cost $1000, which would allow you to make a claim for a damaged item that could not be fixed. There would be a $500 deductible to invoke the coverage, and it would cover a maximum of $5000 per item. If you need additional coverage for your exceptionally high value items, we highly recommend contacting your home insurance provider to discuss options with them.

Are you bonded?

Yes.

Packing

Do you offer unpacking services?

We can send someone the next day to unpack at an hourly rate, help organize and remove the boxes.

Do you sell boxes?

Yes we do! If you would like pricing on our packing materials please call our office, or shoot us an email and we can send you an up-to-date pricing list.

What is your liability on boxes packed by the customer?

Please note that we do not accept liability for the contents of the boxes packed by anyone other than our employees. We would of course be extremely careful with them and so as long as they are decently packed, your items should travel without any issues. If you wanted a partial pack of just the breakables, that’s also an option.

Why do you charge for packing by the box and not by the hour?

Normally when we provide packing services, we assume liability for everything in the boxes so that is why our services are per box and not per hour. Also, our employees pack at different speeds, some are slow and some are very fast, and therefore we want to ensure that we aren’t rushing those that are a bit slower as we are more concerned that they are doing the job properly. If you would like us to pack boxes you supply (so long as they are moving boxes), we could charge by the hour. That being said, we would not assume the same liability, though you would still be getting professional packers at a reasonable hourly rate.

What tips would you have if I am packing and everything is going into storage?

DO NOT pack aerosols if your shipment is bound for storage, as if one explodes it will nullify any insurance coverage. As well, food/pantry items should be packed into sealed plastic totes. Although we have pest control measures in place, as do most if not all self storage facilities, having food in your unit will needlessly attract mice.

Do boxes need lids?

The boxes do not have to have lids. However, the more open top boxes, the longer the job as we will not be able to be as efficient if the boxes cannot be stacked on top of one another. Not being prepared for the movers when we arrive is the number one cause of jobs taking longer than anticipated and resulting in higher than expected moving costs.

What if I have some loose things when the crew arrives for the move?

We can certainly bring some boxes to pack up the things you don’t get to. If in the days leading up to your move you realize that you are going to require a significant amount of additional packing, it would perhaps be best to schedule a packer to come in beforehand. We have scheduled a certain amount of time for your move, and if we get delayed significantly due to you not being prepared, it is going to result in a higher than anticipated price for your move. It will also delay us in getting to our next job if we have one, which negatively affects the next customer’s moving experience, and diminishes their perception of our company.

How should I pack liquids?

Anything that is liquid should go into a box together, labelled on all 4 sides that it contains liquids and which side is up. In customer packed boxes of liquids, we cannot be held responsible if something inside the box leaks and damages something else, which is why on local moves, it is often advisable to just transport liquids in your car. Another great method is to pack them in a rubber tote which will not leak if something tips over inside the bin.

What is the difference between a wardrobe rental and purchase?

Wardrobe rentals are $10 each and the crew arrives with them on the day of the move, loads them up and unloads them at the new location. If you’d like to have the wardrobe boxes in advance of the move, we sell them at $20 each. These are yours to keep after the move. The reason they are more expensive is because they would be brand new. We would also have to deliver them in a truck on a separate trip as they do not typically fit into a normal passenger vehicle, which is what we use to provide 90% of our box deliveries.

How do I pack the clothes in my closet?

We have wardrobe boxes that we rent to customers for the day. These boxes allow you to just hang the clothes right inside, meaning they don’t get wrinkled and you don’t have to spend an hour putting all the hangers back on later if you pack your clothes in normal boxes. An 18” wardrobe is $10 to rent for the day. Another bonus of renting our wardrobes is that you don’t have to go out and buy them. Aside from the cost of between $15-20 each, they are often to big to fit in a normal car, even when flattened. This way, after the move you don’t have to worry about what to do with all these boxes that you paid a fortune for.

Storage

Do you provide mobile storage?

We unfortunately do not have mobile storage pods so we wouldn’t be able to provide you with one of those. However, we could assist you with the moving portion of the job.

Do you provide storage?

Our warehouse is 10,000 square feet of heated, secure storage space, with a monitored security system, cameras covering the warehouse and yard, and a monitored security gate. We load your goods into wooden crates that are 6’x8’x7’, similar to how we load our trucks, segregating each customers goods so nothing gets lost or stolen. We also provide free mattress bags for customers using our storage, as well as plastic wrap for any upholstered items such as couches or chairs.

Item Specific Questions

How should I prepare for the move when it comes to small kitchen appliances i.e. toasters, mixers, blenders?

These items should be packed in boxes, as should all items that are not pieces of furniture. It significantly speeds up the moving process when we are just moving boxes and furniture, vs. tons of small random items that need to be carried by hand, wrapped up, and are not easily stacked. It also increases the risk of damaging these items, and we cannot accept liability for them so it is risky to have us transport them like this. It sometimes makes sense to just put these awkward items in your vehicle rather than pack them.

Can you move my plants?

Unfortunately, due to the nature of moving live plants, we can not provide any guarantee that the plant will survive the move. Even if we spend all the time and the crate them up, there is still no guarantee. If these plants hold sentimental value to you, I strongly recommend moving them yourself. In the winter months, it can be particularly risky to move live plants as the cold weather can kill them very easily. If they absolutely must be moved in the truck due to the size of them, we recommend ensuring they are kept nowhere near your front door (or whichever door we are moving the items out of) as it can get quite cold near the doorway since we are opening and closing it frequently, or sometimes leaving it open for extended periods of time. This can very easily kill the plant. Keep them well away from the doorways until the very last minute, and we can put it in the truck at the very end, and it comes off the truck first at the new place. This is the only way to minimize the risk of the plant not surviving.

Should we empty the dresser drawers?

It is best to empty the drawers because there will be a lot of stress on the drawers while moving. As well, for smaller items, like jewelry, change, picture frames, papers, or other things like that, it’s best to empty the drawer as sometimes we need to tip a dresser on end and this causes all those things to fall out the bottom of the dresser. If your dresser is well built and does not need to go up or down any flights of stairs, it is acceptable to leave clothing only in the drawers, but in general we prefer the drawers to be empty, particularly on heavier larger units.

How should I prepare my lamps for the move?

We recommend getting some relatively large boxes, at least a 5 cubic foot box that’s fairly deep. Take the shades off the lamps and either take those in the car or pack them in a separate box all by themselves and clearly label it fragile ‘lamp shades’. It’s also recommended that you wrap the shades in packing paper, particularly if you’re going to stack a few together. For the lamp(s), stand one in each corner of the box, and put soft stuff around and in between them like towels, linen, or pillows. If they are glass or ceramic, I would also provide some cushioning underneath the lamps so they aren’t just sitting right in the bottom of the box. If they are extraordinarily fragile or very sentimental, I would almost recommend taking them in the car as we cannot take responsibility for anything we don’t actually pack professionally ourselves.

How do you transport art/oil paintings?

We recommend having the art in a box to protect against damages. The crew can box the artwork up on the day of the move and that will just factor into the time the move takes, plus the price of the boxes.

If you do not want to box up your artwork, we will pad and wrap it, however it travels at your own risk.

If you would like them boxed up, we need to be notified in advance as we do not typically stock picture cartons on the trucks.

Do you move pool tables?

We typically do not move pool tables. If it is already in pieces, we may be able to but otherwise it would be better to get in touch with someone who specializes in moving them.

Do you move hot tubs?

We do not move hot tubs. On a case by case basis we may agree to it if the conditions are right and it is relatively straightforward, but similar to pianos, it’s best to hire a specialty company for this as they have seen it all and are less likely to make a mistake that could prove costly.

Should I unpack my freezer?

If it is a full-size freezer, it is best to empty it. If it’s apartment size, it does not need to be empty, but it is good to have a few boxes/bins or cooler ready in case we need to unload it.

Do you move pianos?

It really depends on the piano, and where it is in the house. If there is a turn in the stairs, and the piano has to go on end around a corner, and it’s a large upright (shoulder height as opposed to chest height) we prefer to leave these situations to professional piano movers. For grand or baby grand pianos we would also recommend hiring a professional piano mover. There are many reasons for this, but chief among them are the considerations that piano movers are trained and conditioned for moving extremely heavy items involving short bursts of strength, whereas our guys are more trained and conditioned for moving at a steady pace moving many items all day long, so to add in an exceptionally heavy item in the middle of their work day can put strain on the body and lead to injury. The other factors are that sometimes special equipment is required for these difficult piano moves, and there is an experience factor that comes into play when you do something repeatedly all day. Our guys encounter pianos rather infrequently so they aren’t necessarily going to be as experienced at moving them. This can lead to either damages to your home or piano, or possibly an injury which I don’t think anyone wants to see.

Can the movers take my TV off of the wall?

Ideally that is done before we arrive but if for some reason you can’t get it off the wall, we can certainly do our best. However, we will not accept responsibility for possible wall damage.

Do you move my TV? What if it breaks?

Due to the fragility of TV’s these days, we are unable to guarantee against damages, particularly to the screens. Also, the electronic components inside a TV are beyond our control and could malfunction at any time. As a result, we cannot accept any liability for electronic components inside TVs, and really any electronics. In the past, we would typically wrap them up in moving blankets, and strategically place them somewhere in the truck to minimize the chance of them getting damaged. 99% of the time this method worked, however there were times where the screen was inexplicably scratched, thus putting us in an awkward position with our clients. In some cases, we ended up having to replace the TV even though there was no reasonable explanation for how the scratches could’ve occurred. Also, on large moves with multiple TV’s, it becomes difficult to find a safe spot for all of them amongst all the other stuff we have to fit into the truck. For these reasons, we have begun to make TV cartons available to our customers to safely pack them inside a box so that the chance of damage is reduced considerably. There is an additional charge for these as they are a consumable item, similar to our wardrobe rental system.

Our Staff

Do you do background checks?

We check references before hiring, but we do not do a full criminal background check for all of our movers.

Are the crew members reliable and trustworthy?

Our employees are all full-time and most have been with us a minimum of 6-12 months, if not more. We value our reputation more than anything, so we are very particular about who we hire and who we send out to represent our company. I can guarantee that you will be happy with the crews work ethic and trustworthiness when you meet them and see how they treat your stuff and conduct themselves.

Are they professional or temporary movers?

Our workers are all full-time employees of Eager Beaver Moving. We do not source labor from temp agencies, as it is painfully obvious when we arrive at the job and they do not know what they’re doing. Of course we do hire new employees frequently, and they don’t learn the entire job on the first day, so there is a learning curve as with any job, but we try to provide the best training in order to bring them up to speed as quickly as possible to become professional movers with our high standards.

Method of Payment

What is a good Tip?

How much of a tip is up to you. Tips are not expected but if the guys do a great job, they really appreciate it. It’s a great way to show your appreciation if you felt they worked exceptionally hard and took really great care of your treasured belongings. There is no suggested standard, it is entirely up to you and what you are comfortable with. There is a tip option on our payment machines, but please do not feel pressured because of this, it is only for your convenience should you decide to leave one.

Are you able to direct bill my employer?

We can definitely direct bill. We would just need an authorization letter from your employer with billing instructions, and/or a purchase order (P.O.) number.

Can I pay for my move with credit card?

We currently accept Visa, MasterCard and debit as appropriate forms of payment. We will sometimes accept a personal check if necessary, but arrangements must be made with the office beforehand. Cash is not our preferred method of payment, but we will accept it. However, our drivers do not have the ability to provide change, so if you want change, please ensure you have a range of bills.

When do I pay for the move?

The bill for your move is due upon completion of the work. We calculate the charges based on the materials used, the number of hours, etc. and collect payment on the spot.