Frequently asked questions

Here are some of the most common questions we receive from customers.

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Do I have to be there during the move?

As the customer, we need you or a representative to be present at all times during your local move so you can help guide us. It’s your responsibility to do a final walk through of the premises to ensure we’ve moved everything we were supposed to.

When and how do I pay?

Our time runs continuously until all tools and equipment are back in our truck and payment is completed. Having cash or a credit/debit card ready will save you time and money.

For Local Moves:

You must pay in full before the job ends on the day of move. We accept cash or credit/debit cards (VISA, MC, Discover, Amex). A 3% convenience fee is added to all credit/debit card payments. Please note we do not accept checks. The name on the credit card must match the signer’s name as we require a signature on credit/debit card payments.

For Interstate Moves

Payment is due at the end of the day of delivery. We accept cash or credit/debit cards (VISA, MC, Discover, Amex). A 3% convenience fee is added to all credit/debit card payments. Please note we do not accept checks. Having your payment ready ahead of time will save you time and money. The name on the credit card must match the signer’s name as we require a signature on credit/debit card payments.

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Do I need to get moving or parking permits?

Yes. As the customer, you are responsible for requesting any moving permits if required. We recommend getting permits for all moves as they guarantee that the moving truck can be parked as close as possible to your doorway. Since you are familiar with the parking situation on your street, it’s your decision whether you can manage parking without a permit. Most situations require 35 to 40 feet to park the truck. We highly recommend getting permits at the North End and Beacon Hills areas.


If there is nowhere to park at the time of mover’s arrival, the crew will start your moving clock while they search for parking. Our drivers reserve the right to park anywhere at their discretion to better perform services, even if it is illegal and/or the driver must double park. The customer agrees to pay any parking fees or tickets assessed to the carrier for any vehicle under hire by the customer at the time of the charge.

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Do you provide loading/unloading services alone?

Yes. However, in situations where Mozart Movers is only providing loading or unloading services, we are not responsible for any damages that may occur in transporting and are released of all liability after loading the truck prior to unloading. We are only responsible for items in our immediate care, custody and control.

How do you charge for services?

Our Rates are hourly based with a 15 minute-increment charge policy. Rates vary depending on the crew size required for your move. Hourly rates have no hidden fees, and include movers, an all-equipped truck, gas, tolls, mileage, and basic insurance.

Additionally, we apply 1/2 hour travel time to all jobs in the Greater Boston area (15 min. for our movers to get to your address from our office plus 15 min. to get back when the move is finished.) We have a 2-hour minimum charge policy

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I’m scheduled for an afternoon move. When will you arrive?

Mozart crews usually perform two jobs a day – one in the morning (starting around 9 a.m.) and one in the afternoon. Our morning ends when the very last piece of furniture is unloaded into the customer’s new place, which can be extremely hard to predict.

Although we are known for our speed and try to make every move as quick as possible, there are many surprise factors that can speed up or delay the process. Therefore, we cannot tell the exact time of when the second job (afternoon) will take place – although it rarely happens before noon or after five.

Our crew always keeps in touch with the customer and calls when arrival time is clear. Your best option is to stay open minded and be patient, knowing we are doing all we can to be at your place as early, fresh, and cheerful as possible.

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Refrigerators

We only move empty refrigerators and freezers. Please empty the contents for safe moving. We are happy to load these last and unload them first.

Aquariums

We only move empty aquariums. (This means empty of water and also empty of all living creatures).

Grandfather Clocks

You are responsible for removing the pendulum, chimes and weights.

Dresser Drawers, File Cabinets, and Desk Drawers

Please empty all dresser drawers, file cabinets and desk drawers. Remember that your furniture will have to be lifted and carried, so if it’s overstuffed and extra heavy it will be more difficult to handle. If the furniture has to be navigated through challenging obstacles, like a winding staircase, it’s usually best to remove everything, even the drawers, as it may be necessary to flip the furniture on its side or upside-down to get it through.

Waterbeds

If you have a waterbed, we will be glad to move it. However, we are not waterbed technicians. We will follow your instructions, but you must make a final inspection before our crew leaves. We will not send crew members out for later adjustments. If you prefer to have a waterbed company move your bed, please do so.

Flat Screen TVs

Flat screen TVs are susceptible to damage from extreme temperatures, slight bumps, and altitude changes. The original packaging is the best. In any case, please note that in the absence of physical evidence of external damage or negligence (visible damage), we are not responsible for TVs functioning after delivery. Please note item #6 in our EXCLUSION OF LIABILITY.

Appliances

Mozart Movers is not responsible for damage to plumbing or electrical systems, or for water damage associated with the connection or disconnection of washers and dryers.

Heavy and Oversized Items

Our crew members will move your pianos, appliances, and items over 300 lbs as long as the work can be done safely. Unfortunately, damage may result to floor surfaces. If you wish to take this risk, Mozart Movers will not be responsible. Please note item #17 in our EXCLUSION OF LIABILITY.

How do you protect my belongings?

We at Mozart Movers are concerned about the safety of your belongings. That’s why we have tons of blankets to wrap your items and moving straps to strap it to the wall of the truck to prevent shifting. We also have dollies and hand trucks, as well as tools to take apart and reassemble the most stubborn pieces of furniture. And of course, we don’t charge for use of the protective materials we offer (blankets, tape, plastic wrap, mattress cover, etc.).

How do you get heavy items upstairs in difficult moving situations?

Boston is one of the oldest cities in the United States, built when people didn’t need huge armoires on the top floor. Now it’s a different story. Since huge armoires and tiny spiral staircases don’t match, the solution is hoisting.

Mozart Movers have all the necessary hoisting and are experts in the field. There is a $30.00 charge per flight/per piece for hoisting. We can bring your furniture up through the window or to the upper floor deck with a sliding door, if you have one.

Some furniture is just too big for the window though, so please measure your windows before the move. There are situations where hoisting is unsafe. We leave that to the movers’ discretion and ask you to please respect their decision not to hoist a particular piece to avoid injuries.

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Will your trucks fit on my street?

The Mozart Movers Truck is a moving van with a lift gate or ramp and a box, big enough for most household moves. The moving van is a bit wider than a car, it’s also considerably taller. With that said, please take a realistic look at your street before the move.

Some streets are narrow and some overpasses have a disappointingly low clearance. There are plenty of ways to avoid scratching someone’s parked car while trying to squeeze a huge truck into a narrow street. We have smaller trucks for these occasions. Let’s plan in advance!

We also ask you to take a realistic look at the volume of things you are planning to move. The huge 26′ truck is the biggest we can legally operate. Some households, however, are even bigger than that. There are several ways to approach this situation, the most common of them is making a second trip or requesting 2nd truck.

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What if my move requires more work than originally planned?

If the move requires work above and beyond the original order for services, Mozart Movers reserves the right to fulfil other obligations before completing additional work.

For example, you originally ordered services for two (2) rooms move only. On the day of the move, you decide you want additional rooms moved not mentioned at the time of request, additional pick-ups/drop offs, etc., which will significantly increase total move time. In order to make our schedule on time for the next move, we reserve the right to postpone additionally-requested services until our next availability and/or after completion of other jobs that day.

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What if I have a damage claim?

Any damage claims must be submitted in writing to our claims department. Applicable notes about these damages must be made in writing on the bill of lading on the day of your move before movers


leave your premises. Our company standards do assume a full inspection of furniture by both our movers and customers. However, the final inspection is the responsibility of the customer.

All of our customers sign a bill of lading upon completion of a move. It reads “The above services were rendered and all goods delivered in good order, except as noted.” For any insurance company, this document is critical in noting charges the same day, to ensure the damage occurred that day and that coverage could be provided.

Unless payment is made in full as is due, we are not required to answer or process a claim. Do not assume you may deduct the money from the final bill to compensate yourself in the event of damage.

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What is the weather is bad?

Mozart Movers reserves the right to reschedule the move at an agreed upon time, without liability if there is inclement weather, including, but not limited to heavy/freezing rain, snow emergency, hurricane warning, weather travel ban, etc.

Is there a limit to how long your crews will work?

We reserve the right to limit our workday to 12 hours. In certain cases, due to DOT hours of service rules for drivers, we may need to cut a job short or send a replacement driver to avoid violating those regulations.

How many crew members will be working my move?

Mozart Movers reserves the right to choose number of movers for each job, depending on our current schedule, availability, weather conditions etc.

What if I need to cancel?

While we understand that sometimes plans change, we do have limitations when it comes to cancelling our moving services.

Flexible Policy

– Applies to all discounted dates (check rates calendar)
– 100% deposit refund with at least 24 hours cancellation notice
– No reschedule fee

Moderate Policy

– Applies to all regular dates (check rates calendar)
– 100% deposit refund with at least 72 hours cancellation notice
– Each rescheduling with less than 4 business days notice is subject to a $99 fee.

Strict Policy

– Applies to all sub-peak, peak, high-peak dates (check rates calendar)
– The deposit will not be refunded in the case of any cancellation.
– Each rescheduling with less than 5 business days’ notice is subject to a $99 fee.

Super Strict policy

– Applies to all long distance moves
– The deposit will not be refunded in the case of any cancellation.
– Each rescheduling with less than 5 business days’ notice is subject to a $149 fee

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