Customer FAQs
Do you offer free estimates?
For local requests, we welcome the opportunity to visit and provide you with a free estimate to ensure you receive an accurate price for your job, but because of time and fuel, out-of-area requests beyond 15 miles may incur a mileage charge of $1.35 per mile to reimburse our team member for time and fuel. This mileage fee also helps ensure that prospective customers are serious - reducing the chances of our team members arriving for an "empty call." Exceptions to this out-of-area fee would be if a team member is located in or will be servicing your area and we are able to coordinate an estimate when providing service in your area.
Upon arrival at your location, our team member will take a look at your job to determine the overall scope of service, the time, equipment and the personnel required to successfully complete the work at a high level that meets your expectations.
Are estimates the final charge or are will there be any hidden fees?
Estimates are just that - estimates. They are not always the final charge because situations can always arise that delay projects and incur more time. However, there are no hidden fees or contracts.
Feel free to ask our team members about the details of any charges or estimates. We will always work to be transparent and explain all possible charges associated with your project.
What fees will I be charged?
For deliveries, you pay a standard pick-up fee plus mileage from the point of pick-up to drop off. Additional charges can apply for multiple pieces being delivered, flights of stairs, in-house moving to accommodate delivery, and haul-off of old furniture or personal items.
For express moves and labor-only, you pay an hourly fee with a minimum of two (2) hours plus mileage between service locations. For larger moves, you can reserve additional hours and moving professionals.
Are delivery fees refundable?
Fees are fully refundable for unperformed work orders ONLY. However, once a contract professional arrives at a store or your location to either pick up and deliver purchased items or move your belongings NO refund will be granted.
Requests for refunds NEED to be made in writing by clicking Contact from the home page and completing our online submission form. Again, to be clear, requests for refunds need to be received prior to the contract professional arriving to the store or service address.
Can't find an answer to your questions? Please let us know and we'll be happy to assist you!
How do I schedule service?
Making a reservation could not be easier. Please feel free to make your secure reservation online or call our office at (828) 513-0797 to speak with one of our representatives.
When do I pay for my reservation?
Payment will be received during the reservation process using any major credit card.
How do I file a complaint or concern?
All questions, inquiries, complaints or requests should be made through our submission functionality located on our Contact Us page.
What happens if a contract professional doesn't arrive during the time frame I requested?
All best efforts are made to arrive during your desired time frame. However, due to a host of variables associated with the transportation and logistics industry, many which are outside of our control, delays are always a possibility. Although we can never make 100% guarantees, you can be assured in knowing we have an exceptional customer satisfaction history, and we make every best effort to arrive on time and exceed your expectations.
How will I know when the contract professional is on the way?
Using the phone number provided at the time of reservation, our contract professional will call you to provide a more targeted time of arrival and answer possible work order-related questions.
Can I tip the service team?
Tips are by no means obligatory when using our service, but we know our team members always appreciate your generosity. In addition to helping them financially, it reaffirms they did a good job and inspires them to continue working at a high level. If you feel our team members did a great job, feel free to tip as you see fit.
What is Service Rating?
Once a job is complete, you will receive a brief email survey requesting feedback on the performance of our contract professional. Such feedback includes level of professionalism, communication, appearance, and overall quality of service. Customer feedback is calculated as a percentage – the higher the percentage the greater the level of customer satisfaction.
Service Ratings are designed to help ensure the highest level of quality and customer service. At the discretion of S&D, contract professionals with an unacceptable Service Rating will be removed from our network.
What is Compliance Rating?
Our contract professionals are offered work orders based on availability, proximity, Service and Compliance Ratings. The more jobs a contract professional successfully performs the greater the rating.
Contract professionals who decline jobs will experience a lower Compliance Rating. Compliance Ratings are designed to ensure reliability and continuity. At the discretion of S&D, contract professionals with an unacceptable Compliance Rating will be removed from our network.