Frequently Asked Questions

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+ New to CityMove

Basic Information (↑ Top)
- I am a moving customer. What is the benefit of using CityMove?
  CityMove allows you to auction off your move, getting you better rates from more reliable movers. CityMove has designed the review system to enable you to see the strengths and weaknesses of each of the movers, helping you to find a mover reliable enough to meet your needs. In addition, the movers will have even more incentive to do a good job since you will have the opportunity to review them at the end of the move. These reviews affect how much new business movers will get in the future.
- I'm a mover. What is the benefit of using CityMove?
  - CityMove finds you jobs. We connect you with many customers that are looking for jobs. There is nothing to lose by bidding on a job.
  - CityMove saves you time and money. We help you manage and track your jobs. Instead of answering phones and writing down information, you could be doing moves and making money.
  - CityMove allows you to build a good reputation. In an industry where reputation and reliability are of great importance to the customer, a history of good reviews demonstrates your dedication to the job to prospective customers. CityMove provides a comprehensive review system as a means for you to establish your reputation.
  - CityMove is free to use for the first $1,000 in new business.
- What is CityMove's role?
  CityMove is a neutral venue where customers and movers can meet and enter into agreements. CityMove is not a mover, moving company, or broker. We are not involved in the actual transaction between customers and movers. As a result, we have no control over the quality, safety, or legal aspects of the transactions that take place on our website.
  
  CityMove does not prequalify or validate the claims of movers including with respect to their licensure, insurance, and registration. We and our website function solely as a neutral venue and digital clearinghouse where two parties may agree on a price for a particular type of service. CityMove does not screen or qualify movers for compliance with federal, state, or local laws and regulations. It is recommended that you confirm such compliance directly with the mover before services are rendered.
  
  For more information on fraud prevention, please see our fraud prevention guidelines. Our mission is to create the most efficient marketplace for moving that has ever existed. By creating an efficient moving marketplace, CityMove makes moving easier and less painful. Simultaneously, CityMove provides independent movers the marketing scale, technology, and credibility they need to become more profitable and compete with large corporations. CityMove provides a feedback system, which is how customers rates their movers and communicates the experience they had with a particular mover.
  
  For more information, please refer to our Terms of Service.
Registration and Your Account (↑ Top)
- I didn't receive the activation email, what do I do?
  If you have not received your activation email, first check your spam filters for an email from CityMove. If you find the email in a spam folder, please adjust your spam settings appropriately and then follow the instructions in the email to confirm your registration. If the email isn’t in your spam folder, you can have the activation email resent to you by signing in with your email and password, and then clicking on the link to resend the activation email.
- How do I edit my personal information?
  After signing into your account, go to "Edit Profile" in the left hand menu.
- How do I change my password?
  After signing into your account, go to "Edit Profile" in the left hand menu.

+ I Have Stuff to Move

Posting a Job (↑ Top)

What are the different statuses of my job?

When does bidding begin?
Bidding begins as soon as a customer submits a job at the end of the "Post a Job" process.
What happens if my job expires (i.e. the move date has passed)?
If your job expires then all bids that were submitted for that job are rejected and the job is no longer visible to movers. If you would like to push the date of your move back you may reopen the job for bidding. However, be aware that all the previous bids may have expired.
Once I post a job, am I obligated to accept a bid?
No. However, you are much more likely to get a good price from a reliable mover if you use CityMove. If you feel that you no longer have the need for the move, please cancel your job so that movers are not left waiting for the results of your move. If you do not cancel your job by the move time, the move will expire.
Can I cancel a job? What happens when I cancel and then reopen a job?
You can cancel a job if you no longer need the job or if you need to modify the information. However, once you have cancelled the job, all of the bids for the job will be rejected, your email alerts for the job will be removed and the job's status will become "Cancelled". You will then have the option to reopen the job and modify the contents of the job.
What personal information will be revealed to movers?
When a job is first posted for bidding, the customer's personal information (i.e. name, phone number, email address and street address) will not be shown to the movers. This is to protect customers' privacy and to prevent movers from contacting customers without their consent. After a customer has selected a winning bid, only the winning mover will be given the customer's personal information in order to complete the job.
When does bidding on a job end?
Bidding ends when a customer accepts a bid. Bidding can also end when the job expires (i.e. the move date has passed).
How do I post a job?
Go here to start the job posting process.
How do I edit my job?
After signing into your account, go to "View Jobs" in the left hand menu. Then click on the "Edit Job" link for the job you wish to edit.

Keep in mind that if you make bid-sensitive changes to your job such as move dates, inventory to be moved and addresses, any bids that were already made by movers will become "stale". While you can accept a stale bid, movers are not obligated to perform any services unless they reconfirm their stale bid.

If you edit your job, we recommend you detail any changes you have made in the job forum for your job so that movers know what you've changed.
How do I cancel my job?
After signing into your account, go to "View Jobs" in the left hand menu. Then click on the "Cancel Job" link for the job you wish to cancel. If you do not cancel your job before your move date, your job will become "inactive" and movers can no longer make any new bids until you have changed the move date.

Please let us know your reason for cancelling your job so we can make CityMove better for you!
What determines a winning bid?
A customer may choose any bid as the winning bid. You are not obligated to choose the lowest bid.
What does it cost to use CityMove?
CityMove is free for customers to use. We never ask for a credit card number or other form of payment. However, any job you award to a mover must be settled on terms and conditions decided between you and the winning mover.
Can I list an international move?
At this time, CityMove can accommodate international moves between the United States and Canada.
Can I list a move wholly within Canada?
Yes! Canadian customers and movers are welcome to use the site and we can accommodate Canada-only moves.

Reviewing and Accepting a Bid (↑ Top)
- How long do I have to accept a bid?
  Movers can put expiration dates on their bids. Many movers want to be notified within a certain time period in advance in order for them to fit your move into their schedule. Your job does not expire until the move time has passed, but you cannot accept a bid once it has expired.
- Can a customer cancel a job after accepting a bid?
  Yes. The bid will be rejected once a customer cancels a job. However, be aware that since movers have strict schedules, some movers have cancellation policies and may expect payment for a late cancellation.
- I accepted a bid but the mover didn't perform the job. How can I reopen the job?
  On the "View Jobs" page, you can see all jobs which you've accepted a bid for. There's an option to reopen the job as a new job, this will open an edit screen that will have all the info that you've entered. Just click submit to open the job for bidding again.
- Are movers obligated to do the move at the price at which they've bid?
  Movers are expected to honor the prices at which they've bid, if their bid is accepted. However, CityMove does not guarantee that the movers will honor their bid prices. Our review system is designed to provide customers with comprehensive information about the quality of service from each mover. Customers should expect movers to honor their bid prices as long as the information that they've entered is accurate. Please be aware that movers will typically charge fees if customers are late, not present, underestimated the work, or entered inaccurate information when posting their job. Unhappy customers are encouraged to express their opinions using our review system.
- Do I have to accept a bid?
  Posting a job is completely free and you are under no obligation to accept any bids you receive. After you post your job in the marketplace, movers are able to place bids on your listing. At this point you can review the movers' profiles, feedback ratings, feedback comments left by other customers, and more. You are then free to accept (or not) any bid by any mover.
- How do I accept a bid?
  After signing into your account, go to "View Jobs" in the left hand menu. Then click on the "Show" button under the "Display Bids" column. This will cause all bids by movers to be listed and you can choose to accept any of those bids.
- What is an Expired Bid?
  When you posted your job and received bids, movers set a time limit on how long their bids would be valid for. Once that time limit has passed, bids become "expired bids". You can still accept an expired bid from a mover but the mover would then have to reconfirm their bid before they are obligated to perform your move.
- What is a Stale Bid?
  If you edit your job and make bid-sensitive changes after you have posted it to the marketplace, any bids placed by movers before you edited your job become "stale". A stale bid can be accepted by you but movers would need to reconfirm their bid before they are obligated to perform your move.
- What is a Cancelled Bid?
  If a mover cancels his bid before you have accepted it, it becomes listed as "cancelled" and cannot be accepted.
- How can I receive more bids?
  The route, time frame and specifications of your move are all taken into consideration when movers are searching through and bidding on jobs. If you feel that you have not been receiving the amount or quality of bids that you would like, you can take a few steps to improve your chances of getting more bids.
  
  First, you can check out this article that gives tips on how to optimize your listing in order to attract more bidders by going here.
  
  Second, you can browse and search for movers in our moving companies directory. When you find one you like, send them an email using the "Send Email" link on their profile page asking them to bid on your job (be sure to include your job ID in the email).
  
  Third, you can send your job details to any mover you want, even if they are not listed on CityMove, by going to your account and clicking on the "E-Mail this Job" link. Whoever you send that email to will get a link to your job and an invitation to bid on it.
  
  Hopefully, a combination of these factors will help you find the right mover for your job.
Choosing a Mover (↑ Top)
- What is CityMove's responsibility if a mover damages or loses my stuff?
  Pursuant to the site's Terms of Service that you consented to when registering for CityMove, CityMove is not responsible for anything that may happen with your move once your bid is accepted. CityMove provides a comprehensive review system to help you choose a reliable and responsible mover.
- Are the movers on CityMove insured?
  CityMove provides fields for license and insurance information. To view this information check the mover description. If you do not see this in the mover description, then the mover did not enter anything and it is likely they do not have insurance. Contact the mover to confirm. Pursuant to our Terms of Service, CityMove does not warrant or guarantee the accuracy or completeness of any information provided by movers.
- What should I consider when choosing a mover?
  Some things you may want to consider when choosing a mover include the mover's:
  - Profile
  - Company Information
  - Legal Authority
  - Insurance Coverage
  - Feedback & Comments
  - Bid Price
  - Star Mover Status
  - Job History
  Remember, you can choose any bid from any mover, so make sure to choose the right one for you.
  
  CityMove is a neutral venue and does not endorse any member. All information is supplied by the mover and all comments and feedback are provided by other customers like you.
- Does CityMove screen movers and/or moving companies?
  CityMove is a neutral online marketplace for moving services. The CityMove marketplace is an online venue for customers and movers to find each other for the purposes of conducting business with one another.
  
  As a neutral venue, CityMove is not a mover, moving company, or broker. CityMove is not involved in the actual transaction between customers and movers. As such, CityMove does not prequalify or validate the claims of movers including with respect to their licensure, insurance and registration. Because CityMove is not involved in the actual transaction between customers and movers, we have no control over the accuracy of listings, or the ability of movers to transport items. CityMove cannot ensure that a customer or mover will actually complete a transaction.
  
  For more detailed understanding, please consult our Terms of Service.
- How do I ask and respond to questions from movers?
  CityMove provides two ways for you to communicate with movers about your job.
  
  You can email movers from directly within your job details for movers who have placed a bid on your job.
  
  You can also ask and respond to movers generally in the job forum within your job.
  
  Finally, you can go to a mover's profile page and email a mover directly whether or not they have bid on your job.
  
  In all cases, your actual email address will be hidden from the mover until you select a winning bid. This protects your privacy.
Payment (↑ Top)
- What do I have to pay to list a job on CityMove?
  Nothing! CityMove is free for customers to use to post a job.
- How do I pay the mover after I select a bid?
  After you select a winning bid from a mover, you must separately arrange payment with the mover. CityMove is not involved in any transactions between customers and movers after matching a customer with a mover.

Status	Meaning
Active	Bidding is currently open on this job.
Expired	The job has past it's move time.
Cancelled	The job has been cancelled.
Completed	A bid has been accepted for this job.

+ Reviews and Feedback

Leaving a Review (↑ Top)
- When can a customer submit a Verified Review for a mover?
  A customer can only submit a Verified Review a mover after a bid has been accepted. We strongly encourage customers to use the review system to ensure that the mover gets a more accurate rating. Only one Verified Review is permitted per job.
- Can a customer submit a review of a mover more than once?
  A customer able to submit a Verified Review once per job for every CityMove job. For Public Reviews, only one review may be given per mover per customer.
- Does CityMove ban movers for bad reviews?
  CityMove does not generally ban movers simply for having received some bad reviews. Our comprehensive review system allows customers to review movers who have provided unsatisfactory service for the benefit of future potential customers.
  
  However, CityMove reserves the right to ban movers where we determine that their conduct on or off the site will affect the integrity of the review system or the reputation of the site.
- I am a moving customer. Can I edit my review?
  To preserve the authenticity of Verified Reviews, submitted reviews cannot be edited without the consent of CityMove.
- What is the difference between Verified Reviews and Public Reviews?
  Verified Reviews are submitted by registered CityMove customers after the completion of a posted job. Public Reviews are submitted by any customer that the mover has serviced (regardless of whether or not the customer used the mover through CityMove).
- Why does CityMove have public reviews?
  Public reviews give movers the opportunity to build up a reputation on CityMove. Public reviews also act as a way for movers to store their references online.
- What does CityMove do to ensure reviews are authentic?
  CityMove goes to great effort to ensure the reviews are from real customers. Verified Reviews are submitted by customers who have completed jobs through CityMove. Using both human and automated means, we monitor the site carefully for movers attempting to review themselves or otherwise attempting to manipulate the system. For further information about how CityMove ensures that the reviews are reliable, please see our Review Policy.
- Will you remove a bad review?
  Except for reviews that we determine are libelous, Verified Reviews can only be removed at the request of the customer who submitted the Verified Review. Please see our Review Policy for further information.
Mover Rankings (↑ Top)
- How are mover rankings determined?
  Our ranking policy can be viewed here.
- How does a high rank benefit me as a mover?
  Getting a higher rank can earn you a spot on the front page, which is free advertising. Customers who don't want to go through the bidding process often contact movers directly. They almost always contact the top movers first. Customer's also call up movers at the last minute if there is a change of plans or their other movers cancel. The higher your ranking, the more jobs you will get.
- Once I register on CityMove.com, will I always be ranked?
  If you are located in New York, New Jersey or Connecticut, you will be temporarily deactivated, and removed from the mover rankings, if you do not log in for 30 days. You will automatically be reactivated, and reappear in the ranking list, once you return to the site.
- Why did I suddenly move up or down in the rankings if no other mover was close to my rank points?
  When movers in New York, New Jersey and Connecticut do not log onto CityMove.com for a period of 30 days, their accounts are temporarily deactivated, and they are removed from the rankings. If they were higher ranked than you, you will move up. Once that mover logs in again, their account will be reactivated. Your rank will go back down.
Mover Rebuttals (↑ Top)
- I am a mover. Can I submit more than one rebuttal or edit my rebuttal?
  No. Please read over your rebuttal carefully before submitting.
- Will you remove a bad review?
  Except for reviews that we determine are libelous, Verified Reviews can only be removed at the request of the customer who submitted the Verified Review. Please see our Review Policy for further information.

+ I am a Mover

Placing Bids (↑ Top)

Why does CityMove charge for bidding?
We have found that charging a nominal amount for bidding encourages movers to bid accurately for posted jobs.
When does bidding begin?
Bidding begins as soon as a customer submits a job at the end of the "Post a Job" process.
What personal information will be revealed to movers?
When a job is first posted for bidding, the customer's personal information (i.e. name, phone number, email address and street address) will not be shown to the movers. This is to protect customers' privacy and to prevent movers from contacting customers without their consent. After a customer has selected a winning bid, only the winning mover will be given the customer's personal information in order to complete the job.
When does bidding on a job end?
Bidding ends when a customer accepts a bid. Bidding can also end when the job expires (i.e. the move date has passed).
Are movers obligated to do the move at the price at which they've bid?
Movers are expected to honor the prices at which they've bid, if their bid is accepted. However, CityMove does not guarantee that the movers will honor their bid prices. Our review system is designed to provide customers with comprehensive information about the quality of service from each mover. Customers should expect movers to honor their bid prices as long as the information that they've entered is accurate. Please be aware that movers will typically charge fees if customers are late, not present, underestimated the work, or entered inaccurate information when posting their job. Unhappy customers are encouraged to express their opinions using our review system.
How can I bid for free?
You can bid for free if you have at least 100 points in your account. If you have less than 100 points remaining, bidding costs 1 point per bid.
When am I given the customer's full address and contact information?
The customer's full address and contact information will only be given to you if your bid is accepted. This is done to preserve the customer's privacy. It also prevents other movers from contacting your customer when you win the bid.
Can I update my bid?
You can update any detail on an Active bid. Cancelled, Expired and Rejected bids can be resubmitted as long as the job is still open for bidding. Inactive bids cannot be updated, they can only be cancelled.
Once I submit a bid, can I cancel it?
You can cancel a bid that is Open or Inactive. You cannot cancel a bid that is Rejected, Expired or Accepted.
If the customer cancels a job, what is the status of my bid?
The status of your bid will be "Inactive" if the customer cancels the job. If the customer reopens the job without making any changes, your bid will become "Active" automatically.

What do the different bid statuses mean?

How can I be sure that the customer has entered accurate information?
There is no guarantee that the customer has entered accurate information. If you are concerned about customers entering incorrect information, please ask the customer questions on the job forum or bid higher to compensate for any last minute changes. When a customer accepts a bid he or she acknowledges that he or she is aware that the prices can be raised if submitted inaccurate information was submitted.

Pursuant to the Terms of Service, CityMove is not responsible for any misinformation entered by the customer and does not get involved with conflicts under any circumstances.
Once the bid has been accepted, can I still cancel my bid?
You cannot cancel your bid once it has been accepted. If you cannot perform the move, you must contact the customer as soon as possible. Please be aware that all of the customer's other bids were rejected when he/she accepted your bid and the customer will still have the opportunity to review you.
What happens if someone posts a fake job and I pay to bid on it?
CityMove has software to actively monitor all jobs to prevent fake or duplicate moves. If you have information that we did not catch a fake or duplicate job, please contact us. If we verify the job is fake, we will refund all movers who bid on the job.
Will I be charged again if I update or revise my bid?
No. You can update or revise your bid at any time. You can also cancel and resubmit your bid at no additional cost.
Will I lose points if I cancel a bid?
No. You are encouraged to cancel if you cannot do the move. Therefore you will not lose points for cancelling a bid. However, if you resubmit your bid, you will not get additional points.
I have a cancellation policy. How do I include this in my bid?
When you submit a bid, the customer receives an email. Included in this email is your cancellation policy that you can set up under "Edit Profile". When they accept your bid, they also get an email that includes your cancellation policy. It is your responsibility to request payment. Many customers will be more likely to pay if they are notified of this cancellation policy when the bid is made.
What happens if a mover bids too low?
The mover has to do the job at that price. If they try to increase the price, customers will reopen the job. The penalty is -20 rank points PLUS the customer is encouraged to submit a review (which usually will not be good).
I'm a new mover. How can I compete with existing movers with reviews?
Ask your customers outside of CityMove to submit Public Reviews. Without any reviews it is difficult to get a job accepted. You will also likely need to do the first few jobs at a lower price to establish yourself and prove that you are a reliable mover.
What happens if other movers are bidding too high?
This does not hurt you, it only helps you. CityMove charges per bid, movers are only hurting themselves if they bid too high.
Is there a way to set up default bid values such as truck size, number of movers, etc.?
Yes. You can set up default values under "Edit Profile" in the left hand menu of your account.

After My Bid Was Accepted (↑ Top)
- Can a customer cancel a job after accepting a bid?
  Yes. The bid will be rejected once a customer cancels a job. However, be aware that since movers have strict schedules, some movers have cancellation policies and may expect payment for a late cancellation.
- Are movers obligated to do the move at the price at which they've bid?
  Movers are expected to honor the prices at which they've bid, if their bid is accepted. However, CityMove does not guarantee that the movers will honor their bid prices. Our review system is designed to provide customers with comprehensive information about the quality of service from each mover. Customers should expect movers to honor their bid prices as long as the information that they've entered is accurate. Please be aware that movers will typically charge fees if customers are late, not present, underestimated the work, or entered inaccurate information when posting their job. Unhappy customers are encouraged to express their opinions using our review system.
- If the customer cancels a job, what is the status of my bid?
  The status of your bid will be "Inactive" if the customer cancels the job. If the customer reopens the job without making any changes, your bid will become "Active" automatically.
- Once the bid has been accepted, can I still cancel my bid?
  You cannot cancel your bid once it has been accepted. If you cannot perform the move, you must contact the customer as soon as possible. Please be aware that all of the customer's other bids were rejected when he/she accepted your bid and the customer will still have the opportunity to review you.
- What happens if a customer reopens a job that I was originally selected as the mover?
  When the customer reopens his or her job after accepting your bid, you are automatically refunded your CityMove Points, but you lose your rank points earned for bid acceptance.
- How do I request a refund on a job?
  If you did not perform a move, you must ask the customer to cancel the job or reopen it in order for points to be refunded to you. In the event of a system error where you have been charged twice for a job or charged for a job you did not win, please contact us for assistance.

+ CityMove Rules and Policies

Feedback Policy (↑ Top)
- When can a customer submit a Verified Review for a mover?
  A customer can only submit a Verified Review a mover after a bid has been accepted. We strongly encourage customers to use the review system to ensure that the mover gets a more accurate rating. Only one Verified Review is permitted per job.
- Can a customer submit a review of a mover more than once?
  A customer able to submit a Verified Review once per job for every CityMove job. For Public Reviews, only one review may be given per mover per customer.
- Does CityMove ban movers for bad reviews?
  CityMove does not generally ban movers simply for having received some bad reviews. Our comprehensive review system allows customers to review movers who have provided unsatisfactory service for the benefit of future potential customers.
  
  However, CityMove reserves the right to ban movers where we determine that their conduct on or off the site will affect the integrity of the review system or the reputation of the site.
- How are mover rankings determined?
  Our ranking policy can be viewed here.
- I am a moving customer. Can I edit my review?
  To preserve the authenticity of Verified Reviews, submitted reviews cannot be edited without the consent of CityMove.
- What does CityMove do to ensure reviews are authentic?
  CityMove goes to great effort to ensure the reviews are from real customers. Verified Reviews are submitted by customers who have completed jobs through CityMove. Using both human and automated means, we monitor the site carefully for movers attempting to review themselves or otherwise attempting to manipulate the system. For further information about how CityMove ensures that the reviews are reliable, please see our Review Policy.
- I am a mover. Can I submit more than one rebuttal or edit my rebuttal?
  No. Please read over your rebuttal carefully before submitting.
- Will you remove a bad review?
  Except for reviews that we determine are libelous, Verified Reviews can only be removed at the request of the customer who submitted the Verified Review. Please see our Review Policy for further information.
CityMove Terms of Service (↑ Top)
- Are the movers on CityMove insured?
  CityMove provides fields for license and insurance information. To view this information check the mover description. If you do not see this in the mover description, then the mover did not enter anything and it is likely they do not have insurance. Contact the mover to confirm. Pursuant to our Terms of Service, CityMove does not warrant or guarantee the accuracy or completeness of any information provided by movers.
- How can I be sure that the customer has entered accurate information?
  There is no guarantee that the customer has entered accurate information. If you are concerned about customers entering incorrect information, please ask the customer questions on the job forum or bid higher to compensate for any last minute changes. When a customer accepts a bid he or she acknowledges that he or she is aware that the prices can be raised if submitted inaccurate information was submitted.
  
  Pursuant to the Terms of Service, CityMove is not responsible for any misinformation entered by the customer and does not get involved with conflicts under any circumstances.
- Does CityMove screen movers and/or moving companies?
  CityMove is a neutral online marketplace for moving services. The CityMove marketplace is an online venue for customers and movers to find each other for the purposes of conducting business with one another.
  
  As a neutral venue, CityMove is not a mover, moving company, or broker. CityMove is not involved in the actual transaction between customers and movers. As such, CityMove does not prequalify or validate the claims of movers including with respect to their licensure, insurance and registration. Because CityMove is not involved in the actual transaction between customers and movers, we have no control over the accuracy of listings, or the ability of movers to transport items. CityMove cannot ensure that a customer or mover will actually complete a transaction.
  
  For more detailed understanding, please consult our Terms of Service.

+ Other
(↑ Top)

Status	Meaning
Open	The bid is still open and the customer has the option to accept it.
Accepted	The bid was accepted by the customer.
Expired	The expiry time of the bid has passed.
Cancelled	The bid has been cancelled.
Stale	The customer has modified the job.
Inactive	The job has been cancelled, or the customer has accepted another mover's bid.

Frequently Asked Questions

Basic Information (↑ Top)

Registration and Your Account (↑ Top)

Posting a Job (↑ Top)

Reviewing and Accepting a Bid (↑ Top)

Choosing a Mover (↑ Top)

Payment (↑ Top)

Leaving a Review (↑ Top)

Mover Rankings (↑ Top)

Mover Rebuttals (↑ Top)

Placing Bids (↑ Top)

After My Bid Was Accepted (↑ Top)

Feedback Policy (↑ Top)

CityMove Terms of Service (↑ Top)

(↑ Top)