Regional Authority Knowledge Base
Frequently Asked
Questions
Answers from 15 years and 25,000+ moves across the Bay Area and Phoenix. Not marketing copy. Real logistics knowledge from a veteran carrier.
Moving + Storage under one roof, one company, one point of contact Plus complimentary moving blankets, wardrobe boxes, and floor protection with every move.
Quick Answers
The questions we hear most from customers in both markets.
Carrier, Not a Broker
We own the trucks. We employ the crews. Your belongings never leave our custody. USDOT #2551548. No middleman, no subcontractor handoffs.
Insurance & Liability
$10M General Liability Combined Protection Tower for building/property damage. $0.60/lb basic household goods protection included. Additional coverage available.
Safety Record
0% Out-of-Service rate with FMCSA. 25,000+ completed moves since 2010. Verify at FMCSA SAFER.
General Moving
Answers that apply to both Bay Area and Phoenix moves.
- 1-bedroom: 3 to 5 hours
- 2-bedroom: 4 to 6 hours
- 3-bedroom: 6 to 8 hours
Factors that influence total time include: total items, loading/unloading distances, driving time, parking situation, weather, stairs, elevator usage, fragile items, and furniture requiring special handling. For larger moves, we offer free on-site estimations to determine appropriate crew size and expected duration.
Ontrack is a licensed asset-based carrier under USDOT #2551548, not a broker. Your belongings never leave our custody. If something goes wrong, there is one company, one phone number, one point of accountability. With a broker, you get finger-pointing between the broker and whoever they hired.
- Overall dimensions: 37' long x 8'7" wide x 13'1" high
- Cargo box interior: 25'2" long x 7'8" wide x 8'1" high
- Floor space: 192 sq. ft.
- Capacity: Up to 1,400 cubic feet
- Max load: 26,000 lbs GVW
For locations with narrow roads or limited access (common in San Francisco's North Beach or Scottsdale's hillside communities), we can arrange smaller vehicles upon request.
Pricing & Billing
How our hourly rates, trip charges, and payment structure work.
Note: This regulation applies to California moves only. Arizona local moves are not subject to CPUC double drive time.
Long-distance moves: Cash or cashier's check only. 50% is due upon loading and 50% upon arrival, prior to unloading.
Commercial moves: Company checks and wire transfers accepted.
At Ontrack Moving®, we are an Asset-Based Carrier, not a broker. We don't believe in holding your money hostage with "non-refundable" deposits. Our policy is built on professional respect for your schedule and our crews' time.
Important: All cancellation and reschedule requests must be made by speaking directly with our office during business hours. A voicemail left at 2 AM or an email sent overnight does not count as notice. We need live confirmation so we can reassign the crew and release the truck before it is too late.
1. Residential Local Moves
72+ Hours Notice: If you cancel or reschedule with more than 72 hours' notice, your deposit is 100% refundable, less non-recoverable third-party credit card processing fees. (We return 100% of our portion; the bank simply keeps the fee they charged to process the original transaction).
Inside 72 Hours: We understand that closing dates slip and leases get extended. We will allow a one-time reschedule at no additional charge to a new date within 30 days.
Under 24 Hours or No-Show: At this stage, a Signature Crew has been assigned, a truck has been pulled from our fleet, and we have turned down other families for that date. You will be responsible for the minimum labor charge. Because we are unable to fill a specialized crew's schedule on such short notice, our movers lose a full day of work.
2. Long-Distance & Commercial Projects
Interstate routes and office relocations involve complex route planning, fuel commitments, and multi-state crew scheduling. Because these assets are locked in weeks in advance, specific cancellation and rescheduling terms are outlined clearly in your Signed Proposal.
The Ontrack Standard
We do not lock anyone into "gotcha" non-refundable deposits. That is broker behavior. We are the direct carrier, and we treat your move with the transparency it deserves.
Timing & Scheduling
What to expect on move day, including breaks, duration, and weather.
While we recommend being present for the initial strategy brief and the final walkthrough, we specialize in accommodating the demanding schedules of busy professionals. We provide two clear methods for managing your relocation:
In-Person Management
You or an authorized representative over the age of 18 are welcome to oversee the process. This allows for direct communication as we execute our 15-Point Protocol and ensures you can perform a final physical walkthrough at the destination to verify the placement of every asset.
Remote-Managed Relocations
If you cannot be onsite, we are fully equipped to manage the entire process remotely. We conduct the morning briefing via FaceTime and provide real-time photo documentation of your items as they are secured and loaded. As an Asset-Based Carrier, we maintain an elite standard of accountability whether you are in the room or managing the move from your office.
After performing thousands of relocations, one thing is clear: every move has its own variables. Moving is not an exact science, and actual time can vary based on real-world conditions beyond anyone's control.
Factors such as traffic congestion, weather conditions, stairs, long walking distances, elevator availability, building restrictions, and the amount of furniture requiring proper disassembly and protection all influence the total duration.
Local moves are billed hourly, which ensures complete transparency. You are billed only for the actual time our crew is working on your project. If the move is completed faster than anticipated, your final cost is lower. If additional time is required due to site conditions or volume, labor is billed in 15-minute increments at the agreed hourly rate.
We do not rush moves to meet arbitrary time limits. Rushing increases the risk of damage, injury, and costly mistakes. Our responsibility is to protect your property, your building, and our crew while completing your relocation correctly the first time.
This approach has allowed Ontrack to maintain consistent, professional results across residential and commercial relocations alike.
Tipping is never required, but it is a common way customers show appreciation for professional service. Our crews are paid fair hourly wages, and gratuity is always voluntary.
At the completion of your move, our tablet system includes an optional tip screen for convenience. This allows customers to add a tip electronically if they choose, or they may simply select "No Tip." Our crew will never request or expect gratuity.
Customers who wish to tip typically base the amount on the crew's professionalism, efficiency, and care. As a general reference, many customers tip between $20-$50 per mover for smaller moves, and $50-$100 per mover for full-day or more complex relocations.
Whether or not you choose to tip, our commitment to professionalism, care, and service remains the same.
Insurance & Asset Protection
Coverage details, COI capabilities, and our federal safety record.
1. FOR YOUR STUFF: Purchase Full Value Protection via MovingInsurance.com (1-888-893-8835) or check your existing Homeowner's policy for "Goods in Transit" coverage.
2. FOR YOUR PROPERTY: Ontrack carries a $10M Combined Protection Tower, far exceeding the industry average. This protects the home itself, including custom marble floors, door frames, and high-rise elevators. This is the coverage that HOAs and property managers require via Certificate of Insurance (COI).
We are a licensed carrier (USDOT #2551548) with a 0% Out-of-Service safety record, prioritizing prevention over claims.
Read our full Insurance and Protection guide →
We provide same-day COI generation directly from our insurer. Not through a third-party broker, not a copy of someone else's policy. A direct certificate with your building's name and management company listed as Additional Insured.
Important distinction: General Liability covers damage to the building (walls, floors, elevators, common areas). It is separate from household goods protection ($0.60/lb basic) which covers your belongings.
This record is publicly verifiable. You can look us up yourself at FMCSA SAFER. Compare that to any broker or competitor you are considering.
Customer-Packed Boxes (PBO): Contents of boxes you pack yourself are not covered. If a customer-packed box is lost, compensation is based on standard industry weights, regardless of actual contents.
Live Plants or Perishables: Unless special arrangements are made in advance.
Electronics & Appliances (Internal): Internal mechanisms are not covered unless external damage caused the problem.
Money, Coins, Precious Metals or Stones: Cash, currency, coins, precious metals, gems, and jewelry are never covered under basic liability. Keep these with you personally on moving day.
Unpackaged Glass/Marble/Breakables: Glass-framed art, fish tanks, tabletops, and mirrors must be pre-packaged by our crew to be covered.
- Brief description of the item and damage location
- Full name, moving date, and confirmation number
- Best way to reach you
- Photos: close-ups of damage, serial/model numbers, and full item images
We will respond with confirmation and may request additional information. Claim finalization may take up to 60 days.
Bay Area Specialty
SF permits, Victorian stair logistics, high-rise protocols, and CPUC regulations. From our Hayward HQ (22950 Clawiter Rd).
Our team can guide you through the application or help obtain it for you. Customers are responsible for securing proper parking and will be liable for any parking citations issued during the move.
Pro tip from 15 years of SF moves: In neighborhoods like Nob Hill, Pacific Heights, and North Beach, securing parking early is critical. Some streets have metered spots that require additional coordination with SFMTA. Learn more about SF moving requirements.
For pianos, gun safes, and large armoires above ground level, crane or rigging services may be recommended. We assess every staircase before we start and communicate clearly if special handling is needed. Read about our SF expertise.
Option 1 - You handle it: Apply directly through SFMTA at least 72 hours in advance. Cost ranges from $341-$590 depending on location. One moving truck requires 40 linear feet of curb space. You are responsible for posting the temporary signage.
Option 2 - We assist you: We guide you through the SFMTA application, help coordinate signage posting 72 hours before your move, and confirm curb clearance on move morning. This is especially valuable in neighborhoods like Nob Hill, Pacific Heights, and North Beach where metered spots, resident parking zones, and steep hills complicate the logistics.
Regardless of which option you choose, permit costs ($341-$590) and the responsibility for securing proper parking rest with the customer. The customer is liable for any citations issued during the move.
What is excluded: Travel from our Hayward warehouse to your first location, and the return trip after your move is complete. Those are covered by the trip charge, not double drive time.
Example: If the drive from your old apartment in the Mission to your new home in Walnut Creek takes 40 minutes, you are billed for 80 minutes of drive time at your hourly rate.
Berkeley has limited street parking near the UC Berkeley campus and in the Elmwood and Rockridge neighborhoods. We recommend coordinating with your building management at least one week in advance. For multi-unit buildings on Telegraph Avenue or Shattuck, freight elevator access and loading dock scheduling may be needed.
Oakland moving logistics | Berkeley moving logistics
Our crews regularly work in SoMa towers, Rincon Hill, the Financial District, and Mission Bay buildings. Each building has its own rules: some require 48-hour notice, some restrict moves to weekdays only, some require a dedicated service elevator reservation. We handle the coordination with property management so you do not have to chase paperwork.
Factors unique to San Francisco: parking permits ($341-$590), high-rise freight elevator fees (if applicable), Victorian home stair challenges, and steep hill navigation. The Mission and Noe Valley tend to be faster moves (flatter terrain, more parking). Pacific Heights and Russian Hill tend to take longer (steep access, limited curb space).
Get detailed SF pricing information
We run this corridor weekly and know the logistics of the I-5/I-10 route, including Tehachapi Pass weight restrictions and summer heat windows. Licensed under USDOT #2551548, MC #889001.
Bay Area to Phoenix route details
Arizona / Phoenix Specialty
Heat protocols, HOA coordination, wood furniture protection, and Peoria warehouse benefits. From our HQ at 8662 N 78th Ave, Peoria.
- Mandatory hydration breaks every 30 minutes in temperatures above 105°F
- Rotating positions between truck, loading, and inside work to prevent overexertion
- Breathable cotton wrapping on all wood and leather furniture (no plastic wrap, which traps heat and moisture)
- Electronics loaded last, unloaded first to minimize time in the truck during peak sun
We have been moving in the Valley since our Arizona expansion, and our crews are conditioned for the climate. Learn about our Phoenix moving services.
For high-value antique wood furniture, we double-wrap with cotton blankets and position items away from the truck walls, which absorb the most radiant heat. This is the kind of detail you learn after 25,000+ moves in two of the hottest markets in the country.
Communities we coordinate regularly: Silverleaf, DC Ranch, Biltmore, Gainey Ranch, Sun City, Sun City West, Anthem, Verrado, and Estrella. Our coordination team submits vehicle details, crew names, and scheduled arrival windows directly to HOA management and community security gates.
What we handle so you do not have to:
- Security manifests: Moving company name, truck license plates, crew names, estimated arrival/departure
- Gate access codes: Coordinated with guard stations and electronic gate systems
- Designated parking: Loading zones and truck staging areas per community rules
- Quiet hours compliance: Many communities restrict move-in times to business hours only
- Common area protection: Floor runners, elevator pads, and door jamb guards for condo/townhome complexes
After you book, give us your community name. We take it from there.
- Delayed closing? Your belongings go into our climate-controlled storage, not a third-party facility. No broker middleman, no handoff to another company
- Renovation running late? We load once, store at our terminal, then deliver when your new place is ready. One move, one bill, no double-loading fees
- Central to the Valley: Peoria is within 30-40 minutes of Scottsdale, Paradise Valley, North Phoenix, Glendale, Surprise, and the West Valley
Your items stay in our custody, in our warehouse, under our lock. Same foreman, same company, same accountability from start to finish.
Our crews take extra time with fragile heirlooms, coordinate with community security gates and quiet hour restrictions, and handle the heavy items (gun safes, workshop equipment, pool tables) that other moving companies avoid. We can also connect you with local donation services and estate sale coordinators if you need help downsizing before the move.
Exceptions: Downtown high-rises near Roosevelt Row and Central Avenue require advance freight elevator booking. Gated communities like DC Ranch, Silverleaf, and Gainey Ranch require security manifests with vehicle information and crew names submitted 48-72 hours in advance. We handle this coordination after you book.
Arizona is not subject to California's CPUC double drive time regulation, which can reduce overall cost. Most Phoenix metro moves have shorter trip charges from our Peoria warehouse compared to distant Bay Area destinations.
Get detailed Phoenix pricing information
We run this route regularly and understand the logistics at both ends: Arizona HOA gate access on the pickup side, San Francisco SFMTA parking permits on the delivery side. Licensed under USDOT #2551548, MC #889001.
Phoenix to Bay Area route details
Items & Packing
What we can move, what we cannot move, and how to prepare.
Still Have Questions?
Our moving consultants answer calls from both markets. We know Bay Area permits and Phoenix HOA rules.
Our Moving Services
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or call 888-914-8787