Mission Statement

At Reid Residential LLC, we dedicate ourselves to providing honest, transparent, and family-focused moving and cleaning services, with a strict policy against hidden fees or unexpected charges. We treat every customer with respect, consideration, and clear communication, and handle their property and belongings with the same care and attention to detail as we would our own.

Booking Policies

Scheduling:

All services must be scheduled in advance. A minimum of seven (7) business days' notice is required to ensure availability of your preferred date, necessary materials, and movers. In emergency situations, bookings may be accommodated within three (3) business days of the service requested; however, it is essential that you consult with our office directly to confirm arrangements and receive appropriate support.  

Arrival Window:


Moving and cleaning teams are scheduled to arrive within a 30-minute window of the designated start time. Any delays will be communicated promptly and appropriately.

Minimum Service Requirements:


A minimum service charge, such as a “Truck Fee,” will be assessed at $100.00 per customer without exception. This one-time fee includes the provision of either a truck and trailer combination or another moving vehicle. The fee will be applied for each vehicle utilized during the move.

Gas mileage will be billed at a rate of thirty ($0.30) cents per mile for any Local Jobs, for Intrastate Jobs mileage will be billed at ($0.50) per mile, with the total projected charge provided in each client’s Initial Estimate prior to commencement of service. The gas mileage fee stated in the Initial Estimate will remain unchanged unless additional mileage accrues for any reason. In such cases, you will be notified, and the adjustment will be reflected in your Final Invoice.

Payment Policies

Accepted Payments:

The following forms of payment are accepted: cash (with receipt), personal checks, cashier’s checks, money orders, credit or debit cards, PayPal, Zelle, and Cash App.

Hourly Rate:

Estimates are generally provided for a four-to-seven-hour (4-7hr.) timeframe depending on specific job requirements and estimated drive time; however, actual duration may vary depending on the type and quantity of services requested. The standard hourly rate for each mover is $50.00 for Local Moves. Intrastate services will be charged anywhere between $50.00 to $100.00 per hour depending on Client Needs.

Should the total time required exceed the duration specified in the Initial Estimate, additional hours will be billed at a pro-rated amount of $100.00 per hour per mover, in each scenario. All adjustments will be verified with the customer and clearly detailed in the Final Invoice.

Similarly, if the total time recorded by the Movers is less than the quoted seven (7) hours, a final adjustment will be calculated and submitted to the Buyer as a written Final Invoice within twenty-four (24) hours following the completion of services.

Deposit (Down-Payment) Requirement:

If the total amount listed on your Initial Estimate is greater than $4,000.00, or if significant expenses for materials are necessary to complete your project, a deposit equal to fifty percent (50%) of the overall service cost will be required prior to the commencement of work.

For example, if a dumpster rental is required for junk removal, we will supply a comprehensive Initial Estimate outlining all associated fees and request a deposit of fifty percent (50%) of the total cost in advance to secure necessary materials and schedule appointments.

For all out-of-state relocations or deliveries, a down payment of fifty percent (50%) of the total indicated in your Estimate is required. This deposit secures necessary materials, guarantees the availability of Movers, and covers essential costs related to transportation, including fuel, meals, and accommodations.

All down payments/ deposits shall be credited to every Final Invoice. The remaining balance is due immediately upon completion of service.

Down payments are not required for local or smaller projects. However, customers may choose to provide an advance payment and arrange an alternative payment schedule at their discretion prior to the commencement of services, such cases must be agreed upon and arranged with the office.

Remaining Balance:

Customers are required to pay the remaining balance indicated on their Initial Estimate immediately after service completion. Any necessary adjustments will be reflected in the Final Invoice, which will be provided within twenty-four (24) hours of service completion. Customers must remit any outstanding payment within twenty-four (24) hours of receiving the Final Invoice. If full payment is made prior to receiving the Final Invoice - such as directly following service completion and before the crew departs - the Final Invoice will confirm that the account has been settled and detail the method of payment. This invoice will serve as a written receipt and will be signed by the company.

Grace Period:

Payment is required upon completion of service. Under exceptional circumstances, a three-day grace period may be granted for payment arrangements. To request this extension, please contact our office to discuss and formalize the arrangement. A written agreement outlining the revised terms will be prepared for both parties’ review and signature.

Cancellation & Rescheduling

Cancellation Policy:

If you need to cancel or reschedule your appointment for any reason, please ensure you contact our office in a timely manner. Cancellations made more than forty-eight (48) hours [two (2) business days] before the scheduled service will not incur any fees. For cancellations within two (2) business days of the appointment, a fee of twenty-five percent (25%) will be applied. Cancellations or rescheduling requests made within twenty-four (24) hours of your service will result in a fifty percent (50%) charge, which is due immediately and must be paid in full before rescheduled services can proceed, unless otherwise specified and agreed upon by the company. These policies are in place to uphold the integrity of our business and to respect the time of our employees and clients, as well as your own. We appreciate your cooperation and ask that you provide as much notice as possible should you need to cancel or reschedule.

Customer Responsibilities

Access to Property:


Customers are required to maintain unobstructed access to all service areas, ensuring that walkways and hallways remain clear for our team to reach your belongings efficiently. While client presence during service is optional, it is imperative that pets and children are always secured and supervised and never left unattended.

Packing Requirements:

Unless packing services have been arranged, customers are required to pack and label all items themselves. The company cannot accept liability for any damage to boxes or crates that were not professionally packed by our team. Please ensure that all fragile items are clearly marked. While we will handle your property with the highest level of care, we are unable to assume responsibility for any issues resulting from improper packaging.

Review of Documentation:

As part of our company policy, we provide each customer with all necessary documentation to facilitate a thorough understanding of services from initiation to completion. You will receive:

·         An Initial Estimate detailing all acquired services, applicable hourly rates, charges for specialized items, discounts, and any additional fees that may arise.  

·         Your Client Contract and Service Agreement outlining all provisions of our agreement, specifying the rights and responsibilities of both the company and the client. This legally binding document requires your signature prior to the commencement of services.

·         An Inventory List describing all property to be managed or relocated by our team is required. A designated company representative must conduct an inventory check before the commencement of service. Additionally, we encourage customers to submit their own inventory list for estimation purposes and to promote mutual understanding between both parties; however, it is not a requirement.

·         The Company Policies and Procedures document is provided to each customer to address any potential questions and to clearly outline our business operations. We are committed to transparency, ensuring that there are no hidden fees or unexpected charges, and we strive for complete customer satisfaction with both our services and the professionalism of our crew.

·         The Mover’s Rights and Responsibilities, as required under FMCSA Compliance Laws. This is only required for out-of-state services.

Please review and sign all aforementioned documents prior to commencement of service.

After the completion of service, you will receive:

·         A Final Estimate detailing all service charges, inclusive of any applicable adjustments or down payments, accompanied by a signed receipt upon payment.

Moving Procedures

Inventory Accuracy


Accurate inventory lists are essential for precise pricing. We prepare an independent inventory list prior to commencing service to maintain accuracy and clarity. Additionally, we request, but do not require, that customers supply a comprehensive list of items requiring moving or cleaning services. Both lists will be consolidated and presented to the customer for review and signature, ideally before service begins, and certainly prior to service completion.

Furniture Disassembly:

Basic disassembly is included in all services. Specialty items shall incur charges, with such being described in your Initial Estimate and Final Invoice.

Prohibited Items:


Movers are not permitted to transport hazardous materials, firearms, or items that are illegal. Please ensure that such items are removed prior to the commencement of service to prevent any legal complications.

Protection & Safety:

We ensure the protection of your home and possessions by adhering to rigorous safety standards from our arrival on your property throughout all phases of packing, handling, delivery, and completion of service.

Cleaning Procedures

Cleaning Scope:

For each cleaning service, specific checklists are outlined and must be reviewed and mutually agreed upon by the customer and cleaner before the commencement of service.

Additional Requests:

Any additional tasks assigned on the day of service require prior approval and will be subject to a reasonable fee, which will be included in your Final Invoice.

Limitations:

Cleaners cannot move heavy furniture unless it has been prearranged with our movers. Cleaners may not be exposed to biohazards of any unsafe conditions, unless priorly agreed to. Biohazard pay is required for these kinds of jobs, and the customer will be charged at a rate of five hundred ($500.00) dollars, minimum, on top of regular service fees.

Prohibited Items:


Cleaners are not permitted to touch hazardous materials, firearms, or items that are illegal. Please ensure that such items are removed prior to the commencement of service to prevent any legal complications.

Protection & Safety:

We ensure the protection of your home and possessions by adhering to rigorous safety standards from our arrival on your property to the completion of service. It is essential that customers allow the office to know of any allergies before the start of service as to avoid any adverse reactions to potential cleaning chemicals used on your property.

Damage, Claims & Liability

Pre-Existing Damage:


The state of your Property and Belongings shall be photographed and documented by the company prior to service. We strongly advise that you perform your own documentation prior to the start of service as well to avoid any potential conflicts or disagreements.

Reporting Damage:


Any damage to your property or belongings caused by our company must be documented immediately and reported during or directly following service. We accept full responsibility for any damage attributable to our actions while on site; however, we are not liable for any damage occurring when we are not present on the premises.

For instance, if damage occurs to your building while our team is providing services, we will acknowledge the issue and initiate the appropriate resolution process. Conversely, should a third party enter the property in our absence—even within the service window—we cannot assume responsibility for any resulting damages.

Claim Investigation:

Our organization is dedicated to collaborating with families and managing their valued belongings. Should a claim arise from either the Company or the Customer, we commit to promptly reviewing all supporting documentation and determining an appropriate resolution, subject to the consent and agreement of the customer.

Liability Limits:

Reid Residential is not liable for items packed by the customer, for failures of furniture constructed from particle board or comparable materials, or for electronics that malfunction or fail to operate after relocation due to disconnection or pre-existing issues.

Safety Policies

Customer Safety:


Customers are required to refrain from entering active work zones during moving or cleaning services. While customers may choose whether to be present during any service, those who elect to remain on-site must keep clear of the crew at all times to ensure the safety of both themselves and the team, as well as to prevent potential property damage.

Weather Policy:


In the event of severe weather, rescheduling may be necessary to protect the safety of our crew, customers, and property. Our company policy is to closely monitor weather conditions and provide customers with timely notification should a change in schedule become required. Customers shall never be charged cancellation or rescheduling fees in this instance.

Satisfaction Guarantee

Moving Guarantee:

All policies stated in this agreement, provisions set forth in the Customer Contract and Service Agreement, and services specified in the itemized invoice will be adhered to with the utmost diligence throughout each stage of service. All movers assigned to your property will consistently conduct themselves professionally and respectfully, always ensuring punctuality. We are committed to treating, handling, packing, and delivering your possessions with the same level of care as if they were our own. Any concerns raised by either the company or the customer must be promptly addressed during or after service to guarantee that any potential issues are resolved efficiently and accurately.

Cleaning Guarantee:

All cleaning services will be clearly discussed and agreed upon prior to commencement, with a detailed task list established to ensure all requirements are fulfilled. The company supplies all cleaning materials, offering customers a selection of products to meet their preferences. Standard commercial cleaning products are included in the service price, while premium options—such as Eco, Pet, and Family-friendly solutions—are available for an additional fee based on individual selections. Should you find any aspect of the cleaning unsatisfactory, please notify our office within twenty-four (24) hours to arrange a complimentary re-clean of missed areas. Consistent with our Moving Guarantee, it is important that any concerns are communicated immediately during or following service so that any issues may be promptly and effectively addressed.

Communication Policy

Prior to the start of service, we provide and Initial Estimate that outlines and describes each service and any potential additional charges to make you aware of what could be reflected on your final invoice. A Customer Contract and Service Agreement and Inventory List, both of which shall be signed by the company and the customer for services to commence, is also provided to ensure the highest degree of understanding between parties.

We will reach out by phone and email three (3) business days prior to the start of service and again one (1) hour prior to the start of service to ensure that the customer still wishes to move forward. Once the crew arrives at the designated location, someone will reach out by phone or text to let you know the crew has arrived and will continue to keep each customer updated as services progress.

After the completion of services, we will provide each client with a Final Invoice, outlining any additional charges or adjustments, if any, and provide a written and signed receipt once full and final payment has been received.

Company Rights

The company reserves the right to refuse any unsafe jobs, cancel services due to unexpected hazards, stop work for any kind of harassment, or adjust pricing when job scope differs significantly from the original description. In any of the aforementioned events, the scenario will be immediately documented, and the company will contact the customer immediately to try to work out a solution that is to the benefit of both parties, if applicable.