CUSTOMER FAQS

How do I schedule service?

Making a reservation could not be easier. Please feel free to make your secure reservation online or call our office at (562) 294-1096 to speak with one of our representatives.

When do I pay for my reservation?

Payment will be received during the reservation process using any major credit card.

What fees will I be charged?

For deliveries, you pay a standard pick-up fee plus mileage from the point of pick-up to drop off. Additional charges can apply for multiple pieces being delivered, flights of stairs, in-house moving to accommodate delivery, and haul-off of old furniture or personal items.

For express moves and labor-only, you pay an hourly fee with a minimum of two (2) hours plus mileage between service locations. For larger moves, you can reserve additional hours and moving professionals.

Are delivery fees refundable?

Fees are fully refundable for unperformed work orders ONLY. However, once a contract professional arrives at a store or your location to either pick up and deliver purchased items or move your belongings NO refund will be granted.

Requests for refunds NEED to be made in writing by clicking Contact from the home page and completing our online submission form. Again, to be clear, requests for refunds need to be received prior to the contract professional arriving to the store or service address.

How do I file a complaint about service or a contract professional?

All questions, inquiries, complaints or requests should be made through our submission functionality located on our Contact page.

What happens if a contract professional doesn't arrive during the time frame I requested?

All best efforts are made to arrive during your desired time frame. However, due to a host of variables associated with the transportation and logistics industry, many which are outside of our control, delays are always a possibility. Although we can never make 100% guarantees, you can be assured in knowing we have an exceptional customer satisfaction history and we make every best effort to arrive on time and provide you with 100% satisfaction.

How will I know when the contract professional is on the way?

Using the phone number provided at the time of reservation, our contract professional will call you to provide a more targeted time of arrival and answer possible work order-related questions.

What is Service Rating?

Once a job is complete, you will receive a brief email survey requesting feedback on the performance of our contract professional. Such feedback includes level of professionalism, communication, appearance, and overall quality of service. Customer feedback is calculated as a percentage – the higher the percentage the greater the level of customer satisfaction.

Service Ratings are designed to help ensure the highest level of quality and customer service. At the discretion of Yapex, contract professionals with an unacceptable Service Rating will be removed from our network.

What is Compliance Rating?

Our contract professionals are offered work orders based on availability, proximity, Service and Compliance Ratings. The more jobs a contract professional successfully performs the greater the rating.

Contract professionals who decline jobs will experience a lower Compliance Rating. Compliance Ratings are designed to ensure reliability and continuity. At the discretion of Yapex, contract professionals with an unacceptable Compliance Rating will be removed from our network.