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Frequently Asked Questions about Holt Express Delivery and Moving Services

 

How do I schedule a Delivery or Express Move?

Making a reservation could not be easier. Using a personal computer or mobile device, you can simply click either “Delivery Service” or “Express Move” links on our website and make your reservation online.

If you prefer to make your reservation by phone, please feel free to contact us at 1-888-297-1287.

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 location. Additional charges may apply for multiple-piece deliveries, flights of stairs, in-house moving to accommodate delivery, and haul-away of old furniture or personal items.

Visit our Delivery Pricing Policy page for more detailed information about our Standard and Optional Delivery fees.

For Express Moves, you pay hourly, with a minimum of two hours, plus mileage between locations. For larger moves, you can reserve additional hours and additional moving professionals.

Are delivery and moving fees refundable?

Fees are fully refundable for unperformed work orders. However, once a professional contractor arrives at a store or your address to either pick up and deliver purchased items or move your belongings, NO refund will be granted.

Requests for refunds need to be made prior to the contractor arriving to the store or your address.

Requests for refunds must be made in writing by completing and submitting the Contact Form located on the “Contact Us” page of our website.

How do I file a complaint about service or a contractor?

All complaints, questions, inquiries or requests should be made by completing and submitting the Contact Form located on the “Contact Us” page of our website.

What happens if a contractor 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 can happen. Although we can never make 100% guarantees, we can assure you that we have an excellent customer satisfaction history and that every best effort will be made to arrive on time and to provide you with 100% satisfaction.

How will I know when the contractor is on their way?

Using the phone number you provide at the time of reservation, our contract professional will call you to provide an estimated time of arrival and discuss any job-related details.

Do contractors work for retailers, independently, or for Holt Express?

All our contract professionals are experienced third party independent contractors. They are not employees of Holt Express, stores, or retail chains.

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 Holt Express, contractors with an unacceptable Service Rating will be removed from our network.

What is a Compliance Rating?

 

Our contract professionals are offered delivery and moving jobs based on availability, proximity, service, and Compliance Ratings. The more jobs a contractor professional successfully performs, the greater the rating. Contractors who decline jobs will receive a lower Compliance Rating.

Compliance Ratings are designed to ensure reliability and continuity. At the discretion of Holt Express, contractors with an unacceptable Compliance Rating will be removed from our Preferred Contractor Network.