Question 1

How does Pioneer's pricing work?

Accepted Answer

Local moves are billed at a flat hourly rate (starting at $129/hr for our Essentials tier). The clock starts when we arrive at your origin and stops when the last item is placed at your destination. Long-distance moves use binding flat-rate quotes — the price you sign is the price you pay.

Question 2

Is there a minimum charge?

Accepted Answer

Yes — a 2-hour minimum for local moves. Most studio and 1BR moves fall right around that minimum.

Question 3

Do you require a deposit?

Accepted Answer

We require a $100 refundable deposit to hold your date. It's applied to your final bill. Cancel up to 48 hours before your move and we refund it in full.

Question 4

Are there hidden fees?

Accepted Answer

No. We don't charge fuel surcharges, travel fees within our service area, stair fees under two flights, or material fees if you're using your own boxes. Anything that would change your bill is disclosed before we touch a single item.

Question 5

What payment methods do you accept?

Accepted Answer

Credit card, debit card, ACH bank transfer, and check. Payment is due at the end of your move. We do not accept cash for in-home payments.

Question 6

How do I get a quote?

Accepted Answer

Three options: (1) use our 60-second instant estimate on /pricing, (2) submit a detailed quote request through /book, or (3) call us at (555) 123-4567 for a phone walkthrough. For homes 3BR and up, we recommend a free in-home or video estimate for the most accurate quote.

Question 7

How far in advance should I book?

Accepted Answer

We recommend 2–4 weeks for local moves and 4–8 weeks for long-distance, especially during peak season (May–August and end-of-month). That said, we frequently take same-week bookings if our schedule allows.

Question 8

Can you provide packing materials?

Accepted Answer

Yes. We sell new boxes, packing paper, bubble wrap, and tape, and our packing crews bring everything they need. We also offer a 'box buyback' — return unused full boxes within 30 days for store credit.

Question 9

What's the difference between full pack and partial pack?

Accepted Answer

Full pack: we pack everything in your home before move day. Partial pack: we tackle a specific area (kitchen and closets are the most common). Self-pack: you pack everything; we just load and move.

Question 10

What time will the crew arrive?

Accepted Answer

We schedule moves in 1-hour arrival windows. The day before your move, you'll get a confirmation text with the exact window and the names of your crew lead.

Question 11

Should I tip the movers?

Accepted Answer

Tips are appreciated but never expected. Industry standard is $20–40 per mover for a half-day move and $50–100 per mover for a full-day move, adjusted for difficulty and quality of service.

Question 12

Do you move on Sundays?

Accepted Answer

We're closed on Sundays so our crews can rest. We move Monday through Saturday, including holidays at standard rates (no holiday surcharge).

Question 13

What if it rains?

Accepted Answer

We work rain or shine. Our trucks have plastic protectors for furniture, and we use floor runners to keep your home clean. We only reschedule for severe weather (lightning, hurricane warnings, etc.) and never charge a reschedule fee for weather.

Question 14

Can I be in the truck or ride with the crew?

Accepted Answer

For DOT-compliance reasons, only the licensed driver is permitted in the truck. We're happy to caravan with you to your destination.

Question 15

What's the difference between released-value and full-value protection?

Accepted Answer

Released-value protection is included free and pays $0.60 per pound per item. Full-value protection (included on Standard and Premium tiers) pays the actual replacement value up to your declared limit. We strongly recommend full-value for any move with valuable items.

Question 16

What happens if something gets damaged?

Accepted Answer

File a claim within 9 months of your move via email or web form. We respond within 24 business hours with next steps. Most claims are resolved within 30 days. We carry $2M general liability and full-value protection on every move.

Question 17

Are you licensed and insured?

Accepted Answer

Yes. We're a fully licensed and insured Texas mover (TxDMV #006789012C, placeholder), DOT-registered for interstate moves (DOT #1234567, MC #987654, placeholder), and an AMSA-certified ProMover. Certificates of insurance are available on request for any property.

Question 18

What items can't you move?

Accepted Answer

By federal regulation we can't transport hazardous materials (propane, gasoline, chemicals, ammunition), perishables, plants, or pets. We also recommend you personally transport jewelry, cash, important documents, and irreplaceable items.

Question 19

What areas do you serve?

Accepted Answer

We serve the entire Austin metro and 30+ surrounding cities including Round Rock, Cedar Park, Pflugerville, Georgetown, Leander, Lakeway, Buda, Kyle, and more. Long-distance moves are available anywhere in the continental US.

Question 20

Do you do interstate moves?

Accepted Answer

Yes. We're a DOT-registered interstate carrier and regularly move customers from Austin to anywhere in the continental US. Most common destinations: Dallas, Houston, San Antonio, Denver, Phoenix, Nashville, Atlanta, Chicago, NYC.

Question 21

Do you charge a travel fee outside Austin?

Accepted Answer

No travel fees within our standard service area (anything within ~50 miles of central Austin). Beyond that, we add a flat one-way mileage charge that's disclosed up front.

Questions, answered.

Pricing

Process

Day Of

Damage & Insurance

Service Area

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