Moving is stressful for customers, and they remember how it felt. A crew that turns up on time, wraps the piano properly and leaves the new place tidy earns a glowing review. A scratched table or a bill higher than the quote can earn a one-star one, sometimes before the boxes are unpacked.
People choosing a mover read reviews carefully, because they are trusting a stranger with everything they own. In the BrightLocal Local Consumer Review Survey 2026, 97% of consumers said they read reviews and 68% said they only use businesses rated 4 stars or more. Here is how to earn good reviews honestly, and how to reply when a move goes wrong.
When to ask for a review
Timing matters for movers more than most trades.
- Not on the doorstep at the end of a long day. The customer is tired and has not checked their belongings yet.
- Usually one to three days after the move, once they have unpacked the essentials and know whether anything is missing or damaged.
- The same way for every customer. Do not wait to see who is happy and only ask them. That is review gating, which Google prohibits. See why review gating is banned.
A simple message works:
Hi Priya, thank you for moving with us on Saturday. We hope the new place is starting to feel like home. If you have a minute, we would be grateful for an honest review: [link]. And if anything arrived damaged or missing, please tell us directly so we can sort it out. Thanks, Alex at Green Street Movers
Mentioning damage in the request is not a risk. It shows you take it seriously, and it gives the customer a direct route to you as well as a public one.
Do not offer a discount, a gift card or a free storage month in exchange for a review. Google prohibits review incentives, and the FTC consumer reviews rule, in force since October 2024, allows civil penalties up to $51,744 per violation (2024 figure) for some review practices. Our guide to the rules on incentives explains the details.
Where to collect reviews
Most customers look for movers on Google. Make your review link easy to find:
- Include it in the follow-up text or email.
- Print it as a QR code on the paperwork you leave behind or on a card in the last box. See QR code review cards.
- Train crew leaders to mention that a follow-up message is coming, rather than asking on the spot.
Yelp is different. Yelp asks businesses not to solicit reviews, so do not send customers there directly.
The complaints movers see most
| Complaint | What is usually behind it | What the reply should do |
|---|---|---|
| Damaged furniture or items | Packing, loading or handling went wrong, or damage was already there | Acknowledge, point to the claims process, take it offline |
| Final bill higher than the quote | Extra items, stairs, long carry, waiting time or a vague estimate | Explain calmly in general terms, without listing their private details |
| Crew arrived late | Traffic, an earlier job overran, poor communication | Apologize for the wait and the lack of updates |
| Items missing | Lost in transit, still on the truck, or packed in an unexpected box | Take it seriously, start a search, give a contact |
| Rude or careless crew | A real problem, or a stressful day for everyone | Thank them, say you are looking into it, never blame the customer |
How to reply to a damage complaint
This is the review movers dread most, and the one future customers read closely. They want to know what happens if something breaks.
Thank you for telling us, Daniel, and I am sorry your dresser was damaged. That is not the care we promise. I have opened a claim on our side, and I would like to talk you through the next steps. Please call me, Jordan, on 555-0100 so we can put this right.
What makes it work:
- It apologizes for the outcome without arguing about how it happened.
- It names a real person and a direct number.
- It points to a process, so other readers see there is one.
What to leave out: the value of the item, what the customer signed, the level of protection they chose, and any suggestion the damage was already there. Even if you have photos, argue the details privately, not in public.
How to reply to a price complaint
Thank you for your review, and I am sorry the final bill came as a surprise. Our estimates are based on the inventory we agree before the move, and changes on the day can affect the price, but we should have explained that clearly and checked in with you at the time. I would like to go through the bill with you. Please contact me, Jordan, on 555-0100.
Our guide to replying when a review says you are too expensive has more on answering price complaints without sounding defensive.
How to reply to a late crew complaint
Thank you, Mei, and I am sorry our crew arrived two hours late without letting you know. Waiting around on moving day is the last thing anyone needs. We have changed how our crews update customers when they are running behind. I hope we can do better for you next time.
Only say you have changed something if you actually have.
What never to say in public
- Anything about the customer's belongings beyond what they mentioned, such as other items, their address or what they paid.
- Blame, such as "you packed this box yourself". Even if true, it reads badly.
- Threats, legal or otherwise. The FTC rule bars unfounded legal threats used to get a review removed. See can you sue over a bad review.
- A copy-and-paste reply on every complaint. In the BrightLocal survey, 50% of consumers said templated replies put them off.
Interstate moves in the US are regulated by the Federal Motor Carrier Safety Administration, which has its own rules on estimates and claims. If a reply touches on what a customer is entitled to, keep it general and handle the details privately. This is general information, not legal advice.
A simple routine for moving companies
- Send every customer the same review request one to three days after the move.
- Check new reviews daily during busy season.
- Reply to damage and missing item complaints within a day, with a named contact.
- Log each complaint and how it was resolved.
- Share good reviews with the crew who did the job.
Customers increasingly expect fast responses. In the same survey, 19% said they expect a same-day reply, up from 6% a year earlier.
How Reputfy helps
Reputfy sends review requests the same way to every customer, with a record kept, and your review link works as a QR code for paperwork and box cards. AI drafts a reply to each review and you approve it before it is posted, which helps on a tough damage complaint at the end of a long day. Sealed reviews carry a SHA-256 fingerprint timestamped via OpenTimestamps, and anyone can check your Reputfy seal. See our plans, including a 7-day Starter trial with no card.
