Post-Move Follow-Up Service
We collect reviews the way Google's new policy requires, gather video testimonials, and handle every formal escalation that lands after the move: chargebacks, BBB, DOT, Attorney General, Consumer Protection.
12 questions, 3 minutes, instant score
The move ends when the truck rolls away. The customer experience does not. The next 30 days decide whether the customer becomes a 5-star reviewer who refers their friends, or a chargeback, a BBB complaint, and a public 1-star rant that ranks on Google for the next three years.
We run the entire post-move motion. Every customer gets asked for a review the same way (no gating, no Google policy violations). Happy customers get a follow-up nudge if they forget. The very happiest get a video testimonial ask. And when something escalates, we handle it: chargebacks, BBB, DOT, Attorney General, Consumer Protection. Calm, evidence-based, inside the response window.
What's Included
Six post-move workflows running under one hour budget.
Review Collection
Every customer gets asked the same way, through the same channels. Compliant with Google's review policy, no gating, no private-form deflection of unhappy customers.
Review Follow-Up
For customers who never got around to leaving a review the first time. This single step catches up to 50% of customers who would have forgotten otherwise.
Video Testimonials
We identify your happiest customers, reach out personally, and walk them through recording a short video. Delivered ready for landing pages and ads.
Chargeback Defense
When a customer disputes the charge with their card, we pull the move file, draft the response, and submit with the evidence the processor needs. Wins more than it loses when done right.
BBB & DOT Complaints
Full response cycle for formal complaints: research, draft, submit, follow-up. We use the agency window to build the strongest position, not to rush.
AG & Consumer Protection
Attorney General letters and state Consumer Protection division letters get the same structured treatment as BBB and DOT, with a full-and-final agreement at the end.
Google's Review Policy Changed.
Your Playbook Probably Did Not.
Google tightened enforcement against review gating: asking the customer about their experience first, then only sending happy ones to leave a public review while routing unhappy ones to a private feedback form. The old "How was your move? Great? Click here to review us on Google. Bad? Fill out this form so we can fix it." playbook is now a policy violation. Reviews collected this way get filtered out, and the business can be penalized.
Ask "how was your experience?" first
Happy ones get a public Google review link
Unhappy ones get a private feedback form
Reviews collected this way can be filtered out by Google, and the business can be penalized.
Every customer gets the same ask, same channels
Issues surface through real conversation, not gating
Bad reviews get worked through, not deflected
Reviews stick. Rating climbs. No policy risk.
We run the compliant version. Built into the review program from day one. If you have been running the old playbook, we audit your current sequence during onboarding and rebuild it correctly.
The Full Escalation Stack
Five types of formal escalation that land after the move, all handled by the same desk.
Pull the file, gather the contract, inventory list, signed BOL, photos, and communication record. Draft a chargeback response with the evidence the card processor needs to side with you.
Calm, evidence-based response inside the agency window. Most BBB cases settle when handled correctly the first time. We use the time to build the strongest position, not to rush.
Federal transportation complaints have stricter procedural requirements than BBB. We follow them to the letter and submit a complete response inside the 10 to 15 day window.
AG letters look scary but most resolve calmly when you follow the process. We draft a professional, evidence-based response and submit with a full-and-final agreement when appropriate.
State Consumer Protection division letters get the same treatment as AG. Calm response, evidence-based defense, and a clean resolution document that closes the file permanently.
Three Rules, Every Time
Chargeback, BBB, DOT, AG, Consumer Protection. The agency or platform changes. The playbook does not.
Rule 1
Time Is On Your Side
Most escalations have a 10 to 15 day response window. Customers cool off in those two weeks. The same person who was screaming on day 1 is willing to negotiate on day 12. We use the time, we do not rush it.
Rule 2
Calm, Professional, Evidence-Based
Every response is calm and factual. We do not argue, blame, or get defensive. We submit the documents, state the facts, and let the agency reach the obvious conclusion.
Rule 3
Full And Final Agreement
When we resolve, we resolve everything at once with a signed full-and-final agreement. No giving away $50 here and $100 there as new complaints surface. One clean resolution, one document, file closed.
Part Of A Bigger CS System
Post-move follow-up is the after-the-move half. The before-the-move half lives in our other services.
Same-day responses, requests, flagging, reputation correction.
Pre-move quality control, day-of communication, post-move survey.
Up to $20K added per $100K of moves. Packing, storage, crating, insurance.
Sub-3.5 star turnaround with intermediary authority and dispute budget.
How The Program Runs
Five phases. Compliant launch in two weeks.
Audit & Integration
We pull your historical review profile, audit your current ask flow for Google compliance, identify gaps, and integrate with your CRM and review platforms.
Compliant Launch
We turn on the new review collection sequence (Google-policy compliant), start the follow-up program for customers without a review, and stand up the escalation desk.
Live Escalation Desk
When a chargeback, BBB, DOT, AG, or Consumer Protection notice hits, we handle the full response cycle: draft, submit, follow up, close.
Reporting
Star rating trend, review volume, response rate, video testimonials collected, escalations opened and resolved, and patterns tied back to specific crews.
Program Tuning
15-minute call every 90 days. We look at the trend lines, adjust the ask script, and decide what to escalate operationally.
Same Hour Bucket, More Coverage
Post-Move Follow-Up sits in the same hour budget as the rest of our Customer Support for Moving Companies service. You buy hours, we use them where the highest leverage is that week.
Escalation cases (chargeback, BBB, DOT, AG) take focused time per case but resolve permanently when handled correctly the first time.
What changes your hour count
Move volume
A company doing 50 moves a month needs fewer hours than one doing 300.
Review volume
More reviews to collect and respond to means more hours.
Escalation rate
Formal complaints (chargeback, BBB, DOT, AG) take significant focused time per case.
Service mix
Stacking this with the Coordinator or Review Management services on the same budget scales hours up.
Frequently Asked Questions
How is this different from your Outsourced Moving Coordinator Service?
The Coordinator service runs the full pre-move and day-of communication, with light post-move outreach (1 day after, 3 days after). Post-Move Follow-Up is the deeper version: ongoing review collection, video testimonial outreach, and the full escalation stack including chargebacks, BBB, DOT, Attorney General, and Consumer Protection letters. Most clients run both, but you can hire this one on its own if your coordinator function is already in-house.
What is Google's review policy update and how do you stay compliant?
Google has tightened enforcement against what they call review gating: asking customers about their experience first and only directing the happy ones to leave a public review. The old playbook (private feedback form for unhappy customers, Google link for happy ones) is now a policy violation. Reviews collected this way can be filtered out, and the business can be penalized. We run a compliant version: every customer gets the same ask through the same channels, issues get surfaced through real conversation, and bad reviews get worked through, not deflected.
What kinds of formal complaints do you handle?
Credit card chargeback disputes, Better Business Bureau (BBB) complaints, Department of Transportation (DOT) complaints, Attorney General letters, and state Consumer Protection division letters. Each one has its own framework, response window, and required documentation. We handle the full response cycle: research, draft, submit, follow-up.
How do you handle credit card chargebacks?
We pull the move file, the contract, the inventory list, the signed BOL, any photos, and the communication record. Then we draft a chargeback response with the evidence the card processor needs to see. Most movers lose chargebacks because they respond too late or too thin. A well-documented response within the dispute window wins more than half of them.
Can you really remove negative reviews?
We can flag reviews that violate platform guidelines (fake reviewers, competitor attacks, content naming employees by full name, off-topic rants). Those get removed when flagged correctly. Legitimate-but-painful reviews we cannot remove, but we respond, do private outreach, and try to get the customer to update the rating themselves once the situation is resolved.
How fast do you respond to a BBB or DOT complaint?
Within 48 hours of the complaint hitting your file, you get a draft response for review. Final submission goes out well inside the agency window (usually 10 to 15 days, depending on the agency). Time matters less than evidence here, so we use the window to build the strongest possible position.
How does video testimonial collection work?
We identify your happiest customers from the review program, reach out with a personal ask, and walk them through how to record a short video (no editing required on their end). We collect, lightly edit, and deliver the files for your marketing use. Video testimonials convert at 3 to 5x the rate of text testimonials on landing pages.
How much does this cost?
Starting at $7 per hour, same as the rest of our Customer Support for Moving Companies service. Hours scale with your move volume, review volume, and how many formal escalations land in a given month. You get an exact quote after a 30-minute discovery call.
See How Compliant Your Review Program Actually Is
Book a 30-minute discovery call. We will audit your current review collection, identify any gating risk under Google's new policy, and show you what a compliant program looks like for your volume.
Not ready for a call? Take the 3-minute CX assessment first.
Related Customer Service For Movers
Same-day responses to every review on every platform.
The pre-move and day-of half of customer experience.
Deep-dive service page for BBB cases. Keep your A+ rating even with complaints.
DOT Complaint Resolution for Movers
Coming SoonDeep-dive service page for federally filed DOT complaints.