Diamond Certified Company Report

Santa Rosa Moving & Storage

Diamond Certified Company Report

Santa Rosa Moving & Storage

Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i
Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 287 VERIFIED CUSTOMERS i

Victoria W.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

1 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was very positive and they exceeded my expectations. The actual price was actually a lot less than the quoted price.

The guys who worked that day were excellent. They took the furniture apart and set it up in the new house. I was very happy with the job.

Cindy D.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

2 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have told people that they are the way to go. Instead of getting a storage unit, I would definitely do that again.

At that point, I didn't have to get into the storage, which is why I chose them. They are reasonable and I felt that my belongings were very safe there. It was easy to call and get my things out when I needed them.

Paul B.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

3 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would tell them to call them immediately. The two guys showed up on time, they got things done, and nothing got broken. I had a couple of scratches, but that is okay.

The price was good and the guys were very professional. It was done in good time.

Read All 287 Survey Responses at Ratings View
Diamond certified VIDEO PROFILE
Diamond certified company PROFILE

Jay Lucas, President

Santa Rosa Moving & Storage provides local and long distance moving services for residential and commercial clients throughout the Bay Area and beyond. As an agent for Allied Van Lines, Inc., the company has the resources to move clients anywhere in the world. It also offers long- and short-term storage at its 24,000-square-foot Rohnert Park warehouse, which is monitored 24/7 and protected by sprinkler systems.

President Jay Lucas says Santa Rosa Moving & Storage is wholly dedicated to removing the hassle from the moving process. “Even under the best of circumstances, moving isn’t at the top of anyone’s ‘fun things to do list.’ We strive to make it an enjoyable, stress-free experience for each of our clients.”

Santa Rosa Moving & Storage’s residential moving experts are trained to deliver clients’ valued possessions safely, on time and on budget. Professional packing and crating ensures everything arrives intact, from delicate glassware to home electronics. If clients need to move their offices, downtime is minimized through extensive pre-planning, scheduling and use of specialized equipment.

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COMPANY REPORT NAVIGATION

Diamond Certified Companies are Rated Highest in Quality and Helpful Expertise.

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DIAMOND CERTIFIED RESEARCHED CAPABILITIES ON Santa Rosa Moving & Storage

Locations

Entire Bay Area and
All of the United States

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SERVICES PERFORMED

Residential & Commercial Moving
Local & Long Distance
Storage
Packing & Crating
Overseas Moving

BRANDS Supported
  • Allied Van Lines

DIAMOND CERTIFIED RESEARCHED ARTICLES ON Santa Rosa Moving & Storage

One of Santa Rosa Moving & Storage’s moving trucks in action

Company Profile

Santa Rosa Moving & Storage provides local and long distance moving services for residential and commercial clients throughout the Bay Area and beyond. As an agent for Allied Van Lines, Inc., the company has the resources to move clients anywhere in the world. It also offers long- and short-term storage at its 24,000-square-foot Rohnert Park warehouse, which is monitored 24/7 and protected by sprinkler systems.

President Jay Lucas says Santa Rosa Moving & Storage is wholly dedicated to removing the hassle from the moving process. “Even under the best of circumstances, moving isn’t at the top of anyone’s ‘fun things to do list.’ We strive to make it an enjoyable, stress-free experience for each of our clients.”

Santa Rosa Moving & Storage’s residential moving experts are trained to deliver clients’ valued possessions safely, on time and on budget. Professional packing and crating ensures everything arrives intact, from delicate glassware to home electronics. If clients need to move their offices, downtime is minimized through extensive pre-planning, scheduling and use of specialized equipment.

Read moreRead Less
Company Philosophy

"Our primary concern is always our customers, from the moment they first contact us until they're settled into their new locations. We pride ourselves in being the premier moving and storage provider in the San Francisco Bay Area. Our goal is to supply the most efficient, cost-effective and careful moving experiences possible."

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Comparative Summary

At Santa Rosa Moving & Storage, personal attention always takes precedence, says president Jay Lucas. “We’re a small, family-run company, and we care about our customers,” he says. Customers often find that the company’s “Move Coordinators” know their name and answer all their questions quickly and directly. It even sends out surveys to find out if customers were satisfied and to invite them to submit ideas for improvement.

Santa Rosa Moving & Storage is serious about its open communication policy, says Mr. Lucas. Its aim is to deal with minor concerns before they become major problems. He calls the company “paperwork intensive”–good news for its customers, since all records of communications between parties are recorded and quickly accessible. If one employee commits to a schedule or price quote, it’s there in the file for everyone to see.

Local moving is done by the hour. For longer moves, the company provides “will-not-exceed” quotes based on a visual inspection of a client’s property, “so you have the assurance of knowing in advance that there won’t be any surprises,” says Mr. Lucas.

Most of Santa Rosa Moving & Storage’s movers have been with the company for more than five years, and many of its office workers have almost 15 years of service. In an industry with an exceptionally high turnover rate, the longevity of employees at Santa Rosa Moving & Storage is telling, says Mr. Lucas. “We’re a supportive company. We treat our workers well, and they respond with dedication, hard work and a commitment to doing their best for our customers.”

New hires start in the company’s warehouse, loading and unloading storage containers. After that, they go out with experienced crews for on-the-job training.

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Industry Info

Remember: A non-visual estimate is virtually worthless, and will usually work against you. A moving company with integrity rarely gives estimates over the phone, especially for a large job, says Jay Lucas of Santa Rosa Moving & Storage. “Don’t trust companies that do. Usually, the estimate won’t be binding.” Once the company comes to your house and actually views your possessions, they’ll adjust a low estimate upward—but probably not the reverse.

For the same reason, Mr. Lucas recommends against booking over the phone or online, because you open yourself up to potential fraud. In fact, he says, most complaints fielded by the California Moving and Storage Association regard “rogue movers” who are typically booked online. These movers quote a price without seeing the actual goods, unilaterally raise the price once they’ve hauled the goods away, then hold them hostage until the customer pays.

It’s also vital that your mover be fully insured and licensed, says Mr. Lucas. He even suggests prospective customers visit a company’s facility to gauge its level of professionalism. “Start your research a month ahead of time, so you can make sure they’re fully licensed and insured, with a physical address. You have to do your homework a little bit,” he says.

Below is a Moving Services Dictionary that offers useful terms related to moving.

Accessorial (Additional) Moving Services
Services such as packing, unpacking, or waiting time that you request to be performed (or are necessary because of landlord requirements or other special circumstances). Charges for these services are in addition to the transportation charges.

Advanced Charges
Charges for moving services not performed by the mover but instead by a professional, craftsman or other third party at your request. The charges for these services are paid for by the mover and added to your bill of lading charges.

Agent
A local moving company authorized to act on behalf of a larger, national company.

Appliance Service
Preparation of major electrical appliances to make them safe for shipment.

Bill of Lading
The receipt for your goods and the contract for their transportation. It is your responsibility to understand the bill of lading before you sign it. If you do not agree with something on the bill of lading, do not sign it until you are satisfied that it is correct. The bill of lading is an important document. Don’t lose or misplace your copy.

Binding/Non-Binding Estimate
A binding estimate is an agreement made in advance with the mover that guarantees the total cost of the move based on the quantities and moving services shown on the estimate. A non-binding estimate is the carrier’s approximation of the cost based on the estimated weight of the shipment and the accessorial services requested. A non-binding estimate is not binding on the carrier and the final charges will be based on the actual weight and tariff provisions in effect.

Carrier
The mover providing transportation of your household goods.

C.O.D.
Transportation for a private shipper for which payment is required at the time of delivery at the destination residence (or warehouse).

Expedited Service
An agreement with the mover to perform transportation by a set date in exchange for charges based on a higher minimum weight.

Guaranteed Pickup and Delivery Service
An additional level of service whereby dates of service are guaranteed, with the mover providing reimbursement for delays. This premium service is often subject to minimum weight requirements.

High Value Article
Items included in a shipment that are valued at more than $100 per pound. These items should be disclosed to the mover to ensure they are protected accordingly.

Inventory The detailed descriptive list of your household goods showing the number and condition of each item.

Line haul Charges
Charges for the vehicle transportation portion of your move. These charges apply in addition to the additional service charges.

Order for Service
The document authorizing the mover to transport your household goods.

Order (Bill of Lading) Number
The number used to identify and track your shipment.

Peak Season Rates
Higher line haul charges that are applicable during the summer months.

Pickup and Delivery Charges
Separate transportation charges applicable for transporting your shipment between the SIT warehouse and your residence.

Shuttle Service
Use of a smaller vehicle to provide service to residences that are not accessible to the mover’s normal linehaul equipment.

Storage-In-Transit (SIT)
Temporary warehouse storage of your shipment pending further transportation, for example, if your new home isn’t quite ready to occupy. You must specifically request SIT service, which may not exceed a total of 90 days of storage, and you will be responsible for the added charges for SIT service, as well as the warehouse handling and final delivery charges.

TARIFF
The mover’s required, published price list of rules, regulations, rates and charges for the performance of interstate moving services.

Valuation
The degree of “worth” of the shipment. The valuation charge compensates the mover for assuming a greater degree of liability than that provided for in the base transportation charges.

Warehouse Handling
An additional charge applicable each time SIT service is provided. This charge compensates the mover for the physical placement and removal of items within the warehouse.

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Frequently Asked Questions

Q: If I do my own packing, does your insurance still cover me?

A: If you pack yourself, you’re generally not covered in the event of damage. If we deliver a box in perfectly good shape but something’s broken inside, the assumption is that you packed it incorrectly. The company we use—Allied Van Lines—won’t take responsibility. When we pack, we take full responsibility for any damage, regardless of the condition of the box.

Q: Can I do some of the packing to save money?

A: Absolutely. If they want to save money, we encourage people to pack their non-breakables—books, shoes, pots and pans.

Q: Can I be there while you pack?

A: Sure. We’d like you to observe the moving process, but we ask that you not try to micromanage the move. We are professionals, and know what we’re doing. Our people are specially trained to handle personal goods with care and speed.

Q: Are you licensed and insured?

A: Yes. That’s important, because there are a lot of predatory movers on the Internet that aren’t. Licensed, insured movers have to adhere to a certain set of rules. If the California Public Utilities Commission (PUC) found us in violation of the rules, they’d fine us. But the PUC can’t police unlicensed movers, so they have no incentive to be careful with your possessions.

Q: Do you provide free estimates?

A: Yes. We encourage an onsite visit so we can give you a proper estimate and guarantee the price.

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SELECTED PHOTOS FROM Santa Rosa Moving & Storage

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DIAMOND CERTIFIED EXPERT CONTRIBUTOR ADVICE & TIPS FROM Jay Lucas

Expert CONTRIBUTOR PROFILE
  • Jay Lucas is president of Santa Rosa Moving & Storage, a Diamond Certified company. He can be reached at (707) 742-3978 or by email.

Jay Lucas: A Moving Legacy

By James Florence, Diamond Certified Resource Reporter

ROHNERT PARK — As president of Santa Rosa Moving & Storage, Jay Lucas represents the third generation to run his family’s business. However, had it not been for certain technological advancements, he may have been in an altogether different industry. “My grandfather started this business in the late 1940s,” he explains. “Originally, it was a different sort of company—it sold firewood and ice, which at the time were the primary sources of heat and refrigeration. Most of the ice sales were to fishermen who worked in the Sausalito Harbor and wanted to keep their fish fresh. Of course, when modern heating and refrigeration came around, my grandfather’s business dried up pretty quickly. Since he still had a few delivery trucks and a warehouse, he decided to switch gears and get into moving and storage.”

Jay’s involvement in his family’s business began in his teen years, when he would help in the warehouse during the summers. “I enjoyed the moving trade from the beginning, primarily because of the variety,” he says. “There was always something new—no day was the same as the one before. After taking a few years off following high school, I returned in my mid-20s and started working as a furniture mover. From there, I moved up to doing dispatch and sales, became vice president of the company, and eventually took over ownership from my father.”

Today, Jay says his favorite part of his job is cultivating his team members. “I really enjoy working with my moving team. A lot of them are young folks who are transitioning from high school or college into a real career, and it’s very rewarding to know the skills they develop here will help them be successful later in life.”

A resident of San Rafael, Jay spends his time outside of work on a variety of pastimes and hobbies. “I have a couple of older cars that I enjoy working on and restoring,” he details. “I also enjoy outdoor activities like hiking, mountain biking and skiing.” Additionally, Jay likes spending time with his wife, Jennifer, and their three adult children.

In his life and career, Jay espouses the value of viewing things from alternate perspectives, particularly when it comes to conflicts. “I believe in showing others kindness and respect, even if we disagree on something,” he explains. “If there’s a problem, I really try to listen, take the other person’s perspective and see what I can do to help, as opposed to what I can do to further combat them. Obviously, you can’t please everyone, but if you make a sincere effort to make things right, you’ll be much more likely to achieve a resolution.”

Ask Me Anything!

Q: What’s your favorite sports team?
A: The Golden State Warriors. I know everybody roots for them these days, but I’ve been a fan for a long time, through the good times and the bad.

Q: Do you collect anything?
A: Not really, but I have a pretty good collection of my kids’ artwork from when they were growing up.

Q: What’s your favorite TV show?
A: “Seinfeld.”

Q: Music or talk radio?
A: Talk radio.

Q: What’s your favorite local restaurant?
A: La Ginestra in Mill Valley.

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Expert articles
  • 5 Tips to Simplify Your Move

    ROHNERT PARK — To minimize the stressfulness of your moving project, take proactive steps to simplify the process. Consider the following tips:

    Use an easy labeling system. For example, you can use colored tape to designate which boxes go into which rooms. This will simplify things for your movers and enable them to work more efficiently.

    Label your boxes on at least two sides. That way, whether they’re stacked or placed against a wall, their labels will be visible.

    Pack outdoor items first and store them in the garage. This step is commonly left until the end, at which point it can feel overwhelming, so consider knocking it out at the beginning.

    Place any items that aren’t going with the movers in an unused closet or bathroom. This will help prevent confusion on moving day.

    Organize your electronic cords. The last thing you want is to arrive at your new home and realize you’ve forgotten how to hook up your TV and stereo. Prevent this by clearly labelling your cords and keeping them organized. One helpful trick is to store your cords in old paper towel rolls, which will keep them neatly contained.

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Expert video tip
  • Video: Tips to Simplify Your Move

    Complete Video Transcription:

    ROHNERT PARK — Host, Sarah Rutan: When preparing for a big move, you’ll want to make the process as simple as possible. Today we’re in Rohnert Park with Diamond Certified Expert Contributor Jay Lucas of Santa Rosa Moving & Storage to learn some helpful tips.

    Diamond Certified Expert Contributor, Jay Lucas: Moving can be very stressful for most families. Hopefully, some of these tips that are coming up will help to alleviate some of that stress. Use easy labeling systems. Colored tape on the sides of boxes to identify rooms or contents is helpful. The movers can place light-colored items in a room without additional instruction. Putting labels on the sides will make them visible when boxes are stacked.

    Pack up the outdoor items in the garage first. I know this sounds counter-intuitive, but it’s commonly left to the end and can be overwhelming when tackling the job last minute. Items that you will be taking yourself or that do not go with the movers can be put into an unused closet or bathroom. Organize electronic cords. Label them with color codes or stickers. Wrap them or use paper towel roll to hold them together. Following these tips will ultimately save you time and money.

    Host, Sarah Rutan: To learn more from local, top rated companies, visit our Diamond Certified Expert Reports at experts.diamondcertified.org.

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Santa Rosa Moving & Storage WEBSITE AND EXTERNAL FEED
  • Santa Rosa Moving & Storage SOCIAL MEDIA FEEDS
Diamond Certified RATINGS ON Santa Rosa Moving & Storage
Diamond certified ratings dashboard
CUSTOMER SATISFACTION i
Customer LOYALTY i
Helpful Expertise i

Each surveyed customer was asked, “If you needed any helpful expertise, did this company provide that expertise?” To calculate this score, total “Yes” responses were divided by total responses (excluding those that stated they hadn’t needed any expertise).

Company Credentials i
  • Workers Compensation
  • Liability Insurance
  • License Verification
  • Business Practices
  • Current Complaint File
Phone SURVEY RESPONSES FROM 287 VERIFIED CUSTOMERS i
Santa Rosa Moving & Storage : Average 9.0 out of 10 based on 287 unique customer surveys of customer satisfaction.

Victoria W.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

1 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was very positive and they exceeded my expectations. The actual price was actually a lot less than the quoted price.

The guys who worked that day were excellent. They took the furniture apart and set it up in the new house. I was very happy with the job.

Cindy D.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

2 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I have told people that they are the way to go. Instead of getting a storage unit, I would definitely do that again.

At that point, I didn't have to get into the storage, which is why I chose them. They are reasonable and I felt that my belongings were very safe there. It was easy to call and get my things out when I needed them.

Paul B.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

3 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would tell them to call them immediately. The two guys showed up on time, they got things done, and nothing got broken. I had a couple of scratches, but that is okay.

The price was good and the guys were very professional. It was done in good time.

Jason Y.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

4 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

It was effortless.

Nothing

Justin M.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

5 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

Good, fast, and local

Nothing

James P.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

6 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

The best moving experience I have ever had.

The driver was very communicative and on top of the entire move. The weather was at least one hundred and five degrees, and this man was dedicated to the last box.

Jim P.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

7 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

They were very efficient and able to tackle some very heavy furniture that I did not think they would be able to handle.

They came out and got the job done without needing a lot of direction.

Shirley A.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

8 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are great to work with.

Transparency and very professional

Rene C.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

9 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I thought they were fair and honest.

I like that the sales manager Kim came to us and gave us a really fair and honest quote. From email to phone correspondence, her communication skills were excellent.

Bob H.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

10 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would not use any other moving company.

They were fantastic in recommending options for the best moving price. From the lead coordinator, Kim, all the way to the moving crew, everyone was absolutely fantastic.

Doug R.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

11 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very reliable and careful with your belongings

Very delightful to work with

Mike R.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

12 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

Very courteous, reliable, and professional

Nothing

Bob F.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

13 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

They did a good job and they didn't break anything. They were on time.

Good attitude

Robert G.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

14 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I thought they did an excellent job. They didn't lose or break or scuff anything, so I am perfectly satisfied.

They met my schedule in the sense that I needed it on a certain time and I needed it back on a certain day. They accommodated my needs very well.

Tammy J.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

15 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

They arrived on time, they came in under the estimate, and they were really pleasant. They were very quick.

They were easy to work with. They came and gave us an estimate when they said they would. Family members have used them before, which is why I decided to go with them.

Julie B.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

16 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

They are the best and they are the most reasonably priced and I have used everybody in the area.

They do what they say they are going to do when they say they are going to do it and they are the only people who do.

Laurie B.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

17 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I thought they were flexible, courteous, helpful, and professional.

Their flexibility, and they got the job done right.

Margaret S.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

18 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I had to reschedule them several times, like 3 times and they were very understanding and accommodated my needs.

Their professionalism, they came over and scoped out everything. I made a few changes and they accommodated everything.

Mike R.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

19 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

Make sure they bring the garment boxes that they have, which contains hangers.

They are professional and they know how to wrap everything.

Penny K.

VERIFIED Santa Rosa Moving & Storage CUSTOMER

20 of 287

Quality 10
10 10
Loyalty Yes
CRITIQUE

I would recommend that they use them because they were very nice and very good.

They were terrific and they didn't gouge me and they didn't try to take advantage of me. They didn't whine and complain.

Read All 287 Survey Responses at Ratings View