5 Questions to Ask Before Hiring Any Moving Company

Background checks, insurance, flat rates. What to ask every mover and what the answer tells you.

The moving industry has a fraud problem. The FMCSA (Federal Motor Carrier Safety Administration) received over 13,000 moving-related complaints in 2023. The most common scheme: a mover gives a low quote over the phone, loads your belongings onto their truck, then demands a much higher payment before they will unload. At that point, your leverage is gone. Five questions asked before any mover loads your first box will protect you from the most common traps.

• Are you licensed and insured?
• What does your quote include (and what does it not include)?
• How do you handle damage?
• What background checks do your crew members go through?
• What is your cancellation and rescheduling policy?

Questions to ask before hiring any moving company

Every legitimate moving company should answer all five of these questions clearly and in writing. A company that hedges, avoids, or gives you vague answers is a company you should not hire. This is not about being difficult; it is about filtering out the operators who rely on customer ignorance to profit.

Question 1: Are you licensed and insured?

Interstate movers (moves that cross state lines) are required to be registered with the FMCSA and have a USDOT number. You can verify any mover's registration at the FMCSA's website. Intrastate movers (moves within one state) are regulated by the state, and requirements vary. At minimum, any moving company should carry general liability insurance and cargo insurance.

• Ask for the USDOT number and verify it at safer.fmcsa.dot.gov
• Ask for proof of general liability insurance (protects property at pickup and delivery)
• Ask for proof of cargo insurance (protects your belongings in transit)
• Ask what the coverage limits are: "$1,000 damage protection" means different things at different companies

Undergrads provides $1,000 damage protection on every move. Our crew members are covered by general liability insurance. We are operating in 9+ states and registered appropriately in each.

Question 2: What does the quote include and what does it not?

Most bad moving experiences start with a quote that sounds good but does not include what the customer assumed it included. Ask explicitly about every potential add-on fee.

Question 3: How do you handle damage?

Every moving company should have a damage claim process. The question is how transparent and accessible it is.

• What is the process for filing a damage claim?
• What is the coverage limit? (federal minimum for interstate moves is $0.60/lb per article)
• Is there a deductible on damage claims?
• How long does the claim process take?
• Do you offer "full value protection" (replacement cost) or "released value" (weight-based minimum)?

The federal minimum liability for interstate moves is $0.60 per pound per article. That means a 50-pound television worth $800 would get a maximum of $30 in reimbursement under the minimum. Full value protection costs more but covers actual replacement or repair cost. Ask which you are getting before you sign anything.

Question 4: What background checks do your crew members go through?

You are letting strangers into your home to handle everything you own. Knowing who those strangers are matters.

• Are crew members background-checked? (And what does "background check" mean to them?)
• Are crew members employees or gig workers hired for individual jobs?
• What is the training process for new crew members?
• Are crew members insured while working in your home?

At Undergrads, crew members go through a background check before their first job. We recruit from university campuses specifically because students have verifiable institutional affiliations. The hiring process is described in detail in our crew hiring post.

Question 5: What is your cancellation and rescheduling policy?

Life changes. Lease closings fall through. Moves get delayed. You need to know what happens to your deposit and your booking if the date changes.

• What is the cancellation policy and how much notice do you need?
• Is the deposit refundable if I cancel?
• What happens if I need to reschedule?
• What is the company's policy if they need to cancel or reschedule?

Undergrads charges $5 to reserve a date. The Show-Up Guarantee means if we are late, you get $50 back. Cancellation and rescheduling policies are in the booking terms and are designed to be customer-friendly because we know move dates change.

Frequently asked questions

How do I verify a moving company is legitimate?

For interstate moves, verify the USDOT number at safer.fmcsa.dot.gov. Check the company on the Better Business Bureau, Google Reviews, and Yelp. Look for consistent reviews over multiple years, not just recent positive ones. A company with 3 reviews total that are all 5-star in the last month is a red flag. Look for companies with 50+ reviews over 2+ years.

What is a moving hostage situation?

A moving hostage situation is when a mover loads your belongings onto their truck, then demands a higher payment than originally quoted before they will unload at the destination. This is a known moving scam. Protection: get a binding estimate in writing, pay by credit card so you can dispute the charge, and do not sign blank or incomplete documents before the move.

Is it safe to hire movers from an app or marketplace?

It depends on the platform. Some platforms do their own vetting. Others are pure marketplaces where any mover can list services with minimal verification. If hiring through a marketplace, ask the same five questions you would ask any company and verify the insurance independently. Do not assume the platform has done the vetting for you.

What should I do if a mover damages something?

Document the damage immediately with photos. File a claim with the moving company in writing (email with photos) within 9 months of the move for interstate moves (federal requirement). For local moves, check your state's statute of limitations for property damage claims. Keep all receipts for replacement or repair costs.