A moving company phone script should help you compare the details that change a move's cost, timing, and damage protection. It should not talk you into accepting a verbal price.

Use the same questions with each mover, then compare their written replies. That makes vague promises easier to spot.

This guidance is for U.S. consumers, especially people planning interstate household-goods moves. Federal consumer regulations apply to interstate moves; a move that stays inside one state can follow that state's rules instead. Start with the call. Book from documents.

Use this phone script on every moving call

Fill in the brackets before calling. Keep a notebook or spreadsheet open while you talk.

"I am arranging an [interstate or local] move from [origin] to [destination] around [date]. Please tell me whether your estimate will be binding or non-binding and email it with the inventory, pickup and delivery dates or windows, included services, excluded services, every fee, and the liability coverage choices. What could change the final charges? I also need the deposit and cancellation terms in writing."

Then pause. Let the representative answer.

Record the estimate type, quoted total, services covered, company name, caller's name, and any promised follow-up. Ask whether the same company you are speaking with will perform the move.

Do not treat a promise to explain it later as an answer. An estimate you cannot review is not ready to compare.

What federal interstate moving rules cover

For interstate household-goods moves, the federal household-goods regulations in 49 CFR Part 375 set consumer-protection requirements around estimates, delivery payments, and liability coverage disclosures.

They will not tell you whether a particular price is fair. They do give you useful checkpoints to request in writing.

The 110% figure is regularly misunderstood. It is a delivery-payment rule for estimated charges, not a shortcut for deciding what the final price will be. Read the written estimate closely, particularly any terms covering added services or changes to the shipment.

A move wholly within one state may not fall under these federal interstate provisions. Use the same practical questions, then check the rules of the relevant state consumer-protection or transportation agency.

Compare the same move, not just the lowest number

Make every mover price the same job. That means the same addresses, inventory, move date, delivery expectations, packing needs, and storage needs.

To be honest, a cheap quote can be real, of course, but it tells you very little if it assumes a different inventory, a different delivery window, or fewer services, and it is easy to miss that difference when two representatives are speaking quickly and both say "all-inclusive."

Ask specifically about stairs, elevators, long carries, bulky items, packing, unpacking, storage, shuttle service, and delivery timing. You do not need to assume these will apply. You do need to know whether they were included, excluded, or left unanswered.

A useful follow-up is: "Please show which services are included in the quoted total and which services would cost extra." That wording is calm and hard to misunderstand.

Ask about liability coverage before you book

Don't let the word "insurance" do too much work.

For interstate moves, the written estimate must tell you about Full Value Protection and the option to waive it. The lower liability level is commonly based on 60 cents per pound per item, rather than an item's actual value.

The Surface Transportation Board's loss-and-damage guidance gives a useful illustration: a 20-pound television at 60 cents per pound would have a liability amount of $12. That may be far below its replacement cost.

Say: "Please email both valuation options, the price for each, and any deductible or exclusion that applies."

Then ask: "How should I declare items worth more than $100 per pound?"

The STB notes that high-value items may need to be listed on a declaration form included with the bill of lading. Save a copy if you complete one.

Your homeowners or renters policy may be relevant too, but do not assume it matches the mover's liability option. Ask your insurer separately about coverage during a move.

Get deposit and cancellation terms in writing

Deposits and cancellations deserve their own questions.

Thing is, an appealing rate is less useful if the booking terms are unclear. Ask for the dollar amount due, payment deadline, cancellation deadline, refund conditions, and the business name that will receive the payment.

Do not rely on a phrase such as "fully refundable" by itself. Ask what happens if you cancel, change the date, reduce the inventory, or if the mover cannot meet the pickup window.

Write down the answer, even if it feels fussy. Then ask for it by email or in the estimate before paying anything.

Keep records in case the move goes wrong

A clean file helps before, during, and after the move. It also makes it easier to compare competing offers without relying on memory.

1. Save every estimate version, email, text message, receipt, and cancellation policy. Note the date and the person who gave each quote.

2. Before pickup, review the inventory and services shown on the paperwork. Take photos of valuable or fragile items and keep purchase records where available.

3. At delivery, keep copies of the documents you sign. Photograph apparent loss or damage and write down the date, location, and item involved.

4. If you need to make a loss or damage claim, follow the mover's written claims process and keep proof of submission. The STB explains that a denied claim may require arbitration or a lawsuit, depending on the circumstances and the paperwork.

For a move within one state, look for the state agency that handles moving-company complaints or consumer issues. Interstate and intrastate complaint paths can differ.

Common questions about moving company phone quotes

Is a phone quote enough to book a mover?

No. Use the call to gather details, but compare written estimates before agreeing to a move. A spoken price is easy to misunderstand and hard to compare with another company's offer.

Does a non-binding estimate mean the bill cannot go higher?

No. The federal 110% rule concerns payment of estimated charges at delivery. Ask the mover to explain, in writing, what could change the charges and how any added services would be handled.

Should I ask every mover the same questions?

Yes. Consistent questions expose meaningful differences in price assumptions, delivery windows, coverage choices, and deposit rules.

Before your next call, fill in the script with your actual move details. Ask each company the same questions, save the answers, and wait for written estimates that describe the same move.