Unpakt Announces Major Revisions to Moving Company Rules & Requirements
October 30th, 2017
Unpakt has updated its T&C and wanted to make sure you were aware of some of the more important changes. We have made these updates in order to help continue providing our customers the best possible service. The updates fall into four categories: Pricing, Communication, The Unpakt Service Standard, and Mover Grading. These will take effect November 1st.
You may already know that Unpakt promises “No Move Day Surprises” to all of its customers. As we’ve grown, we’ve become more aware of surprise charges and how they affect the customer experience. In order to avoid these surprises, Unpakt will require certain charges to be built into the baseline cost of the move. As such, we are making these changes:
Long Carry – The distance required to charge for a long carry is now over 200 feet. A long carry will only be charged if the condition exists outside of the building, i.e. if the street is closed or under construction. A long carry does not apply if the movers park farther away in order to find “legal” parking.
Stairs Charges – Unpakt defines a flight of stairs as 12 or more steps. Movers cannot charge for partial flights as an adjustment. Furthermore, we recommend including a single flight of stairs in your prices to offset partial stairs.
Wardrobe Boxes – Unpakt will no longer be charging customers for packing or unpacking of wardrobe boxes. Furthermore, the price of selling a Wardrobe Box is limited to $25. This will not go into effect until November 15th. Please review your prices for Wardrobe Boxes as the packing cost will be overridden at that point.
Small CF Adjustments – Unpakt will no longer charge customers for adjustments if the price has increased by less than 10% due to extra inventory on local moves. We also will not charge adjustments if the price of the move increased by less than 5% due to extra inventory on Long Distance moves. This does not affect pricing changes due to additional services. Please note that movers must still write all changes on the BOL.
Parking Tickets – Unpakt customers are not responsible for payment of any parking tickets incurred during a move and cannot be charged for any parking costs by the moving company.
Unpakt serves as an online marketplace connecting the mover to the customer. After booking, the mover is responsible for communicating with the customer. This includes answering emails in a timely manner as well as confirming details so you and the customer are both prepared come move day. To help facilitate this policy, please note the following:
Email Correspondences – All emails with customers booked through Unpakt should have firstname.lastname@example.org CCed. This is done so Unpakt is aware of all changes and issues should the customer contact us directly.
Third Party Carriers – When a customer books an LD move on Unpakt, it is the responsibility of the Unpakt Service Provider to handle communications between the customer and the carrier.
BOL Submission – All Bills of Lading must be submitted to Unpakt within 7 days in order for Unpakt to charge for Move Day Adjustments. For Long Distance moves, the pickup BOL must be submitted within 7 days for us to charge for additional inventory. Furthermore, if a customer is owed a refund due to fewer items moving the BOL must be submitted within 30 days or Unpakt will refund the customer for the items they have advised were not moved.
Penalties for Violation of Unpakt Service Standards
In order to help guarantee that customers receive the highest level of service, Unpakt will begin assessing penalties to moving companies who violate Unpakt service standards. Please note the following changes:
LD Delivery Window – Movers must deliver a customer’s shipment before the final day of their delivery window on their National Moving Map. Unpakt is going to penalize movers $75 for the first missed day, then 1% of the cost of the move for each day thereafter (to be given to the customer as a refund). In order to avoid this penalty, please make sure your delivery windows are accurate and feasible.
Asking for Payment – In instances in which a mover collects payment from a customer, the customer will be refunded the collected amount and the mover will be penalized the same total in addition (max of $200, to be given to the customer as a refund). This does not include tips or purchasing of Full Value Protection.
Wrapping and Protection of Furniture – All Unpakt moves include blankets, tape, and all other materials needed to properly wrap a customer’s furniture for protection. If a moving company fails to properly wrap and protect all furniture pieces, the mover will be penalized 5% of the cost of the move to be given to the customer as a refund.
Arrival within booked time window – Movers should arrive within the 2-hour window that was specified in the move plan. Movers will be penalized $25 per hour for every hour they are late, to be given to the customer as a refund.
Missed Box Delivery – Movers who have accepted a job that includes box delivery must deliver the requested boxes. If mover fails to do so, the customer will be given free packing services for the amount of boxes that were requested or the dollar value of the packing service for those boxes.
Unpakt will be bringing back Mover Grades. These grades are meant to help customers differentiate between moving companies on Unpakt beyond just price and reviews. Your Unpakt Mover Grade is based on criteria that include but is not limited to:
- Response Time – How long it takes to accept booked jobs
- Decline Rate – How often Unpakt jobs are declined
- Violations of Unpakt Service Standards – How often these violations occur
- Customer Feedback – How well customers have rated your services, communication, and professionalism
Being able to provide the best possible service to a customer is our goal. As an Unpakt Service Provider, we already know that you’re capable of providing that level of service.
Please note that customer complaints regarding these new policies may result in a negative impact on your Mover Grade.
Why can’t I find my company on Unpakt?
March 9th, 2017
Can’t find your company on a Compare Page? There might be an easy fix. Check out the typical reasons below and contact Unpakt if you need help.
Zeroed-out Availability Calendar
This is the most common reason your profile isn’t appearing to customers, and it’s also the easiest to fix!
You control how many trucks you have available (and when!) through your Availability Calendar, but if you’re zeroed-out you’ll never book a job.
The Solution :
Log in to your Mover Dashboard and click on the Availability Tab. From there, use the pre-fill tool to change every day at once, or click on individual days to change them one at a time (this is particularly helpful at the end of the month). Need help? Contact Unpakt
Inactive or Revoked Licenses
Unpakt performs regular audits to make sure that your state and federal licenses are up-to-date. If they aren’t, we’ll temporarily disable your ability to book new jobs until your authority has been updated and we’ll contact you to assist.
Licenses can become inactive or revoked for a number of reasons. The most common issue? The certificate of insurance (COI) that you have on file with the government is out-of-date. Other reasons can range from simple clerical errors to more serious violations of state regulations.
The Solution :
Double check your license numbers to make sure they’re up-to-date. Check out the FMCSA website for interstate licenses; for intrastate licenses, you’ll need to check with your state’s regulating body. Need help? Contact Unpakt
Pricing or Service Update
Customers might be asking for services that you don’t offer through Unpakt. Maybe customers in your market want movers who provide Professional Packing services, but you never added this to your profile.
You might also be in a competitive market and find that customers aren’t booking moves at your current rates. An Unpakt profile provides a number of great benefits, but there’s nothing better than booking a job. How can you become more competitive?
The Solution :
Create a Move Plan on our homepage. See how you compare to other service providers in your area and tweak your profile based on the types of jobs you want to compete for. We’ve got some other tips too. Contact Unpakt for help.
New Items added to the Inventory Page
November 23rd, 2016
What’s been added?
We’ve added tons of new items to the Inventory Page to make Move Plans more accurate than ever. Check out the full list at the bottom of this post.
Make sure to review your Handling Fees
Handling Fees are used to cover special care or materials required for a specific item. We’ve added default Handling Fees for each of the new items we added, so make sure to review and update as needed.
Where can I update my Handling Fees?
From your Mover Dashboard, click on the Pricing Tab then click on the light blue sub-heading that says “Inventory”. You’ll see a list of every item from our inventory and it’s corresponding Handling Fee (if applicable).
Remember, this fee is applied automatically each time a customer adds that item.
New Items Added:
- Bread Maker
- Bunk Bed
- Chest Freezer
- Crock Pot
- Cubby (12 ft)
- Cubby (3 ft)
- Cubby (9 ft)
- Desk (all sizes) with glass top
- Desk with Hutch
- Display Case
- Dumbbells (multiple sizes)
- Exercise bike
- Folding Cots
- Foyer Table
- Glass Front Bookcase
- Grandfather Clock
- Laminating Machine
- Metal Locker (Single)
- Nightstand (with 2 drawers)
- Rental Bins (large)
- Rental Bins (medium)
- Sofa (8 Seater Sectional)
- Trash Bag (large)
- Trash Bags (small)
- Tri-Head Lamp
- TV Dinner Folding Tables
- Wardrobe Closet with Mirrors
- Washer/Dryer Combo
Your Unpakt Summer Checklist
May 26th, 2016
Make sure your Unpakt profile is ready to handle any jobs that come your way.
I. Booked up? Zero out your Availability Calendar
Most movers are already booked up for the peak summer move dates. Make sure to zero out any days that you’re unavailable.
Log in to your Mover Dashboard, click on your Availability tab, and click on each date to adjust the number of trucks available.
Need to change every day at once? Just click “Prefill Availability”.
II. Update your Summer Pricing
Labor is more expensive this time of year. Use your balancing rate tool (on the Availability tab) to increase your rates for high-demand days like June 30th. Need help? Click here
III. Make time for Truck Maintenance
Get your trucks in gear! Don’t let a broken-down truck lead to a no-show. Take the time to have your trucks inspected and tuned-up.
We’ve rolled out some great new updates!
February 15th, 2016
Unpakt is making some big changes, and it’s thanks to you. We’re excited to announce some great new updates based on your suggestions. Have any more ideas? Click here to let us know.
New Tier Pricing
You asked for a better way to price your jobs based on inventory size. Our new tier pricing lets you adjust your rates based on the shipment size.
New Long Distance Pricing Tools
You can now add an extra fee to the price of any long distance job based on the destination. Make sure to update your delivery window and a dedicated truck indicator as well.
Long Carry Fee Policy Change
Customers book through Unpakt for guaranteed prices. To limit Move Day surprises, we’ve eliminated Long Carry Fees for distances less than 150′. If you wish to charge for shorter distances, contact us.
New Payment Options
We’re happy to announce that we’ve made two additional options available for moving companies who need faster payment.
Want to learn more about any of these new features? Contact us