Who are Dolly Helpers?
Every Dolly Helper is an independent contractor that is background checked and vetted by Dolly and continuously rated and reviewed by other Dolly Customers. We aim to work with only the best contractors who can provide an incredibly high level of service, and pay close attention to their ratings to ensure that's the case.
Are Dolly Helpers background checked?
All Dolly Helpers, Hands, and Assistants must pass a background check to join Dolly. Helpers also must undergo a Department of Motor Vehicles check to ensure safe driving history. All Helpers, Hands, and Assistants are rated by Dolly customers and their scores are continually reviewed by our Helper Team.
When will I be introduced to my Helpers?
If you book with more than one day’s notice, we will introduce you to your Helper closer to your start time, usually within the 24 hours prior to your Dolly. If you book with less than a day’s notice, we’ll let you know your Helper details as soon as we have found the right Helper(s) for the Dolly.
You'll receive an email (as well as a notification if you've downloaded the Dolly app) when your Helpers are scheduled for your Dolly with their name(s), photo(s), and if you booked a Dolly with a truck, a photo of their vehicle. You'll also be able to see these details in the app or on book.dolly.com.
How do I contact my Helper(s)?
You may receive messages from Helpers who are not yet scheduled on your Dolly, asking for further details about the Dolly. These are potentially interested Helpers who need a bit more information. You will know once your Dolly has been scheduled when you receive a confirmation email with your scheduled Helper's name and photo. Once your Dolly is scheduled, you can contact your assigned Helpers using the methods outlined below. Please do not give your Helpers your direct phone number. Any messages going to your Helper via text are going through a routed phone number to protect both your information.
If you're using the Dolly Android or iOS app, you can text or call Helpers once they're scheduled on your Dolly. Open your Dolly details to do so. To text your Helpers, click the Messages tab at the top. You'll be able to directly message your Helper. To call your Helpers, click the Helper tab at the top. Click the green phone icon next to their photo to call.
If you're using book.dolly.com, you can message your Helper. To do so, open up your Dolly, then click the Messages tab. You can send direct messages to your Helper there.
My Helpers aren't answering my texts/calls, what should I do?
Helpers usually work on multiple Dollys a day, and many of them have others jobs on top of Dolly--they're busy folks! While they do their best to be in constant communication with all customers, you might find that they don't respond right away, or are unable to answer your call.
If your reason for contacting isn't urgent, we recommend giving them some time to reply. Oftentimes, they're in the middle of another Dolly when they get your message, and need to focus on safely moving heavy items before returning your call.
However, if your concern is urgent, and you've made multiple attempts to contact them that have gone unanswered, contact Dolly Support. We can help answer any outstanding questions, reach out to your Helpers as well, and if necessary, find a new Helper for your Dolly.
Can I ride with my Helper?
For liability concerns, Dolly does not allow customers to ride with Helpers in their trucks. If you don't have transportation of your own to get between locations, we recommend using a rideshare service.
Can I request more than 2 Helpers?
Unfortunately, Dolly does not have the ability to provide more than two Helpers. Please do not create multiple Dollys for the same delivery in attempt to secure additional Helpers.
Requesting Specific Helpers
Unfortunately, Dolly does not have the ability to assign specific Helpers to your Dolly, as each Helper makes their own schedule and chooses the Dollys they work.
How will my Helpers protect my items?
Each Helper is asked to bring dollys, carts, moving blankets, tarps, straps, and tie-downs to every Dolly in order to properly tie down your items and protect your belongings from weather. If this is a requirement for your move, please contacted your Helper. Additionally a basic toolkit for Dollys that require assembly or breakdown will be provided.
Will Helpers pack my belongings?
Helpers will not assist in packing your belongings. It is expected that you will have everything packed and ready for transport before your Helper(s) arrives.
Will Helpers install my appliances?
Dolly does not offer installation or removal of any appliances. Dolly will also not hook appliances up to, or remove from, water or gas lines. Additionally, Dolly does not mount televisions.
For these services, it is recommended contacting a home installation professional.
Will Helpers mount my television?
Dolly does not offer installation or mounting of televisions. For these services, it is recommended contacting a home installation professional.
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