FREQUENTLY ASKED QUESTIONS!

PALACE MOVE PROFESSIONAL SERVICES INCLUDE:
MOVE-IN & MOVE-OUT CLEANING * CONSTRUCTION CLEANUP * PRESSURE WASHING * PACKING * Disinfect Bacteria/Germs * Repair or Painting * ESTATE OR BUSINESS TRANSITION * ERRANDS AND TASKS

Our Services are Essential

We want to earn your business as a repeat customer. And the best compliment is your referral!

Does the crew accept tips?

YES! This work does involve labor, and in any activity that puts stress on your body, bending, lifting, moving, and standing all day, it can feel back breaking at the end of the day. If you like the service and would like to tip, it would be appreciated.

How far in advance do I need to book my service?

We understand there may be things you cannot prevent. You can contact us to verify that we can meet your timeframe. Proper planning and scheduling is preferred.

When will my crew arrive?

Every service is booked with a 2-hour arrival window and we contact every customer as a courtesy to confirm our crew is on the way. Our arrival windows are 2 hours. If our arrival window is 8am – 10am, we may contact you at 9:30am to state we are 30 minutes away, this is an example of us not arriving at 8am, but still arriving in the window. Our goal is not to delay any arrival! If there is a longer delay due to an unexpected circumstance, we will contact you as soon as possible to explain any delay that is out of control.

I am a repeat customer, do I get a discount?

Yes. We have always offered a customer discount on the additional service, a repeat residential customer, or an established business repeat client. If you are a residential or commercial client, such as builders, contractors, property managers, real estate agents, leasing agents, estate sales companies, temporary rental and vacation rental, we look forward to earning your long-term repeat business.

Can you bill for a service at a flat rate?

No. For proper scheduling of our crews’ time, payroll, and our resources, we bill for the time and the service time ending at the roadway. Just as if you are paid hourly by your employer and you are asked to accept a flat rate and then expected to work additional hours for free. We do not allow our crew to work extra time for free, nor do we allow them to be “hired” by you so that you can pay them directly for 1 more thing. Most clients like to underestimate the service or add more services when the crew is on-site. Please do not put them in an uncomfortable situation that will result in termination. *Palace Move will not insure and is not liable for the services that are not agreed to, billed and that are not paid in full. This is our policy.

Do you accept a lower bid and match it?

No. Our professional rate is competitive for the industry. We provide professional services, we have resources to manage, time incurred, and bills to pay. We appreciate your understanding.

When does the billing time start and end?

When the crew arrives and ends when the crew leaves the driveway. We understand you are busy, and you may be doing another task, but we ask that you are respectful of the crew’s time and are available when needed. We love our clients, but we also need to get the job we are hired for completed and bill up until the time we are in the driveway leaving. Also, your delay or your 1 more thing puts our resources and schedule behind.

What if I need to cancel or re-book my service?

If you need to cancel or re-book your service, we require 24 hours advance. With 24 hours or greater, the cancellation fee is $35. With less than 24 hours cancellation, the cancellation fee is $45. If you need to re-book for a different date with less than 48 hours notice, we will work with you to accommodate a different date with a $25 rescheduling fee. We understand that things come up. We appreciate that you understand that we have overhead with resources to manage and time incurred.

How am I charged after the initial hours are estimated?

We charge in increments of 30 minutes. If you have paid for 4 hours, then 4 hours 1 minute to 4 hours 30 minutes is billable for 30 minutes of time.

What forms of payments do you accept?

Merchant payment by debit or credit card or cash payment.

What service fees or taxes can I expect?

Credit card merchants charge a 3% convenience fee, and this is charged to cover the card processing fee. Service Sales Tax 8.25% is collected per Rule 3.292 State of Texas comptroller.

Will you disconnect or hook up water lines or gas lines or assemble or disassemble furniture?

No. We do not provide this service.

Does the customer need to be there during the service.

Yes, we ask for the person who can give clear direction to be the person we work with so we can provide the best service! A service of move-out / move-in
cleaning, construction cleaning or pressure washing can be serviced smoothly with either video contact or a phone call. However, the packing service does
require the decision maker to be physically present without any delays to discuss your property or ask questions.

If something gets damaged, what happens?

Palace Move is responsible only for our own negligence and not those of others. Discuss on-site with Palace Move or in writing within 15 days and provide the detailed information of your claim. We will send you a claim form that must be returned with very detailed information with photos and why you believe you have a claim. We have the right to inspect and repair allegedly damaged items. We have 30 days to acknowledge your claim and 90 additional days to respond or offer a settlement.

If our damaged property is paid, how much is it?

If responsibility is accepted and it is not one of the many handlers of the property during the move and unpacking. The State of Texas movers are required to pay out a min of $0.60 per pound per item, which responsibility is accepted. Therefore, We suggest you ask your moving company about purchasing insurance.

Some examples:
30 pounds * .60 cents = $18.00, such as dishes or small appliance.
50 pounds * .60 cents = $30.00, such as small appliances or electronics.
100 pounds * .60 cents = $60.00, such as small to medium household item.

What trash and debris can you clean up?

We can clean-up the trash and debris and move it to the curb. This does not include items that are toxic, hazardous, or any chemicals that require handling or disposal. This does not include items that are large, bulky or heavy.

Will you move and lift heavy items?

No. If the item is large, heavy, bulky, or it cannot be reasonably lifted without the potential to cause injury to our body or damage to the item, we will not.

Am I responsible if you do not complete the job?

We don’t want to be surprised when we arrive, and we don’t want you to be surprised. If the job has the potential to cause harm, injury, sickness, disease, or any safety issues, we will not start or complete the job. If we arrive and we do not start the job, we will charge for a service call of 2 hours. If we start the job and it becomes a safety issue, we will charge for the time worked.

I have a question not listed.

Contact us to discuss your items and your service needs. We can provide better service to meet your expectations, when we have the correct job scope required to meet your expectations. We want to earn your business as a repeat customer. And the best compliment is your referral!

PACKING SERVICES

Do you pack valuable items?

NO! We will not handle your jewelry (diamonds, watches or other jewelry), money, coins, small antiques, guns, ammunition, or other valuables. Please have your valuable’s in a safe area before we arrive. NOTE: If your valuables are not in a safe area, such as a safe, or locked up. We have the right to skip that area. For example, if your valuables are in your closet or bedroom dresser with open access. We will not pack up that room, such as the entire bedroom and closet area in that room.

How are fragile items packed?

We will box up larger items such as china dishes, vases, pictures, or statutes but only in the proper boxes. If you have lamp shades that you do not want damaged, it is better to pack them in a box. We will pack and box your items to be moved, but we are not responsible for the handling after we leave your business or residence.

What if everything does not fit in the boxes?

We can prioritize the important items to be boxed first. We can pack soft items, such as blankets, towels, clothes, throw pillows, etc in garbage bags. We typically have extra packing supplies available for purchase. However, if your packing service was not carefully planned, we cannot guarantee we will have all the supplies on hand needed.

Do all my boxes need to be sealed?

Yes. Boxes do need to be taped and sealed. It is very easy for a box to open up during handling and transport.

Can I leave items in drawers?

The best answer is NO. Most moving companies will not allow drawers to have items left in them nor will they take responsibility for the items or the furniture. Your items and furniture will likely be permanently damaged and it adds weight during handling and moving. *NOTE: Palace Move is not responsible, and we will not insure your items for any damage and handling by others after we leave your business or residence.

Do we pack your items in suitcases and bags?

YES, however we will not pack your items in the cheap thin trash bags that rip as you pick them up. If garbage bags are going to be used, they have to be thick and strong, like the contractor 3 mil thick bags. We will only pack your soft items, such as blankets, towels, pillows, clothes, etc. in bags. NOTE: If bags or suitcases are used, this should include a small percentage of your items and not the majority of your household. Moving companies may reject moving your belongings if they are all packed in bags and suitcases, you should contact them so there are no surprises. *NOTE: Palace Move does not insure your items packed in bags, suitcases or boxes that are weak and have a likelihood of breaking open.

Do you wrap furniture?

Yes. We have packing supplies for purchase to shrink wrap or pad your furniture to reduce the risk of getting scratches during handling and transport. Your lamp shades need to be properly packed in a box. There is always a chance that your items will sustain some kind of damage during handling and transport, such as moving around on the roadway. *NOTE: Palace Move does not insure your items that are handled by others during your move.

Can my particle board, low grade wood grain, or boxed furniture be padded or wrapped?

Yes. The furniture that is made of particle board, a low-grade wood grain, has a lot of screws to put it together, or that comes in a box and fits in your car, such as IKEA furniture, will have a greater chance of being damaged during handling. You may wish to ask your moving company about their policy regarding safely transporting low grade wood or particle board. *NOTE: Palace Move does not insure your items that are handled by others during your move.

If something gets damaged, what happens?

Palace Move is responsible only for our own negligence and not those of others. Discuss on-site with Palace Move or in writing within 15 days and provide the detailed information of your claim. We will send you a claim form that must be returned with very detailed information with photos and why you believe you have a claim. We have the right to inspect and repair allegedly damaged items. We have 30 days to acknowledge your claim and 90 additional days to respond or offer a settlement.

If something gets damaged by others, what happens?

We suggest you discuss the insurance and liability options available with your moving company. Palace Move does pack to minimize the risk of damage. We label your boxes that are fragile and label your boxes for the room the items belong. We will place your fragile items in a separate area to assist in your fragile items being handled differently by your movers.

Will you disconnect or hook up water lines or gas lines or assemble or disassemble furniture?

No. We do not provide this service.

I have a question not listed.

Contact us to discuss your items and your service needs. We can provide better service to meet your expectations, when we have the correct job scope required to meet your expectations. We want to earn your business as a repeat customer. And the best compliment is your referral!