15 Questions to Ask a Moving Company Before You Hire Them

You’ve got three quotes. One is the cheapest. You book it. Six weeks later, you’re dealing with damaged furniture, surprise fees, and a company that won’t return your calls. This is what happens when you skip vetting.

Why Most People Skip the Vetting Step

The “Lowest Quote Wins” Trap

The cheapest quote is almost never the best value. A low-ball estimate often means the company is:

Underquoting to win the job, then adding fees on moving day
Using untrained labour or subcontractors
Skipping insurance, licensing, or WSIB coverage
Operating with inadequate equipment

Price matters, but it’s one variable among many. A $50 difference in quotes means nothing if one company breaks your furniture and the other delivers it intact.

For a full breakdown of warning signs, check our guide on red flags when hiring movers.

What a Two-Minute Phone Call Can Reveal

Call the company. Not email, not a web form — a phone call. You can learn a lot in 120 seconds:

Did a real person answer, or did you hit a voicemail loop?
Could they answer basic questions about licensing and insurance?
Were they willing to schedule an in-home estimate?
Did they sound professional and organized?

If a company can’t handle a phone call, they can’t handle your move.

Licensing and Insurance Questions

“Are you licensed to operate in Ontario?”

In Ontario, moving companies aren’t required to hold a provincial licence (unlike some other provinces), but legitimate movers carry a business licence from their municipality and are registered with the CRA. Ask for proof.

If they hesitate or deflect, that’s your answer.

For a deeper look at what licensing actually means and how to verify, our guide on verifying a licensed moving company walks through the full process.

“What insurance coverage do you carry?”

Every professional mover should carry:

Commercial general liability insurance — protects against property damage to your home
Cargo insurance — covers your belongings during transport
Vehicle insurance — for the truck and equipment

Ask for a copy of their Certificate of Insurance. If they say “we’re covered” but won’t provide documentation, walk away.

“Can I see your WSIB clearance certificate?”

The Workplace Safety and Insurance Board (WSIB) certificate proves the company carries workers’ compensation coverage. Without it, if a mover is injured in your home, you could be held liable.

A legitimate Ottawa mover will have this document ready. If they don’t know what WSIB is, they’re either operating under the radar or lying about their business structure.

Pricing and Estimate Questions

“Is this a binding or non-binding estimate?”

This is the single most important pricing question.

Non-binding: The company gives you an estimate, but the final price can change based on actual time and materials. You could pay more — or less — than quoted.
Binding: The price is locked in. You’ll pay exactly what’s quoted, no more, no less.
Binding not-to-exceed: The price won’t go above the estimate, but it can go lower if the job takes less time.

Get the estimate type confirmed in writing. Verbal promises are worthless on moving day.

For a complete breakdown of estimate types and where hidden fees hide, our article on getting accurate moving estimates goes deep.

“What extra fees should I expect?”

Reputable movers disclose all potential fees upfront. Ask specifically about:

Stair charges (per flight)
Long-carry fees (if the truck can’t park near the door)
Elevator waiting time
Fuel surcharges
Packing material costs (tape, blankets, shrink wrap)
After-hours or weekend premiums

If the answer is “no extra fees” with no specifics, be skeptical. Every move has variables.

“Do you charge for stairs, long carry, or packing materials?”

This seems redundant after the previous question, but ask it separately. Some movers include stair fees in their hourly rate; others charge per flight. Some provide blankets and shrink wrap at no extra cost; others bill per roll.

Get the specifics itemized in the written estimate. No surprises.

Logistics and Crew Questions

“How many crew members will be on the job?”

A typical 2-bedroom apartment move needs 2–3 movers. A 4-bedroom house usually requires 3–4. If the company quotes one person for a family home, the job will take twice as long — and you’ll pay by the hour anyway.

Ask how crew size is determined and whether it can be adjusted if needed.

“Are your movers employees or subcontractors?”

This matters more than most people realize:

Employees are trained by the company, covered by its insurance, and accountable to its standards
Subcontractors may have different training, their own (or no) insurance, and less accountability

Neither model is inherently bad, but you deserve to know who’s in your home. If they use subcontractors, ask whether those individuals carry their own insurance.

“What equipment do you bring?”

Professional movers come prepared. A well-equipped crew should have:

Furniture dollies and hand trucks
Moving blankets (in quantity — not three for an entire house)
Shrink wrap and stretch film
Floor runners and corner protectors
Ramps and straps

If the answer is “we bring the truck,” they’re not a professional operation.

Policy and Protection Questions

“What happens if something gets damaged?”

Every mover should have a clear claims process. Ask:

Is there a written damage claim procedure?
How quickly are claims processed?
What’s the coverage limit per item?
Do you offer full-value replacement, or only weight-based coverage?

In Ontario, the standard minimum liability is $0.60 per pound per item — which means your $2,000 TV might only be covered for $30. If that’s not acceptable, ask about upgraded valuation coverage.

“What’s your cancellation policy?”

Life changes. Weather happens. You need to know:

How far in advance can you cancel without penalty?
Is there a cancellation fee? How much?
Can you reschedule instead of cancelling?

Most reputable companies allow free cancellation up to 48–72 hours before the move. Anything stricter than that deserves scrutiny.

“Do you offer moving insurance or valuation coverage?”

Separate from the company’s liability, some movers partner with third-party insurance providers that offer full-replacement-value coverage. This is especially worthwhile if you’re moving high-value items — electronics, art, antiques, or musical instruments.

Ask what the coverage costs and what documentation is required to file a claim.

Red Flags in the Answers

Vague Responses, Cash-Only Demands, No Written Estimate

If a moving company shows any of these behaviours, remove them from your list:

“We’ll figure out the price on moving day” — no estimate means no accountability
Cash only or e-transfer only — legitimate businesses accept credit cards and issue invoices
No written estimate — if they won’t put it on paper, they’re leaving room to change the price
No on-site or video walkthrough — a phone estimate without seeing your home is a guess, not a quote
Pressure to book immediately — “this rate is only good today” is a sales tactic, not a business practice
No company address or website — if you can’t find where they’re based, you can’t hold them accountable

What a Professional Moving Company’s Answers Look Like

A legitimate, trustworthy mover in Ottawa will:

Provide a written, itemized estimate after an in-home or video survey
Show you their insurance certificate and WSIB documentation without hesitation
Explain their pricing structure clearly (hourly vs. flat, what’s included)
Have a published claims process
Employ trained, uniformed crew members
Accept multiple forms of payment and issue a proper receipt

If you’re looking for affordable movers in Ottawa, the key is finding a company that’s both budget-friendly and transparent — those two things aren’t mutually exclusive.

Frequently Asked Questions

How many quotes should I get before booking?

Three is the standard recommendation. It gives you enough data to compare pricing, services, and professionalism without spending weeks on the research phase.

Can I negotiate moving prices?

You can always ask. Many companies offer discounts for mid-week or mid-month moves, repeat customers, or referrals. Just don’t negotiate down to a price that seems unrealistically low — you’ll get what you pay for.

Should I tip my movers if I’ve already vetted the company?

Tipping is separate from the company’s fee. It rewards the individual crew members for their effort. $20–$40 per mover for a standard move is a common range in Ottawa.

What if the movers damage something and deny responsibility?

Document everything with photos. File a written claim with the company immediately. If they refuse to engage, contact the Better Business Bureau or file a complaint through Ontario’s Consumer Protection Act process.

Is an in-home estimate really necessary?

For a small apartment, a detailed phone or video estimate may suffice. For anything larger — especially a home with stairs, large furniture, or a garage full of equipment — an in-home estimate is the only way to get an accurate number.