Review policy

Verified customer experience reports: what we verify, what publishes, and what no one can buy.

Only documented customers publish

A report publishes only after three verifications: a code to the submitter's email, a code to the submitter's phone, and a post-move document — a bill of lading or final invoice — whose details are checked against the company's official record and against the submitter's own verified contact information. A written estimate alone is not enough: an estimate proves a quote, not a move. A member of our team reviews every report before it publishes.

Reports are structured facts, not star ratings

Reports state what happened: the quoted price against the final price, whether the pickup and delivery windows were met, damage and the claim outcome, and whether the customer would use the company again. Each fact is labeled — documented when the matching paperwork is on file and agrees, or reported by customer when it is the customer's account. We do not compute star averages: a handful of ratings averaged to one decimal place is noise presented as a verdict.

Documents are never published, and never shared

Proof documents are verification input only. They are not published, there is no option to publish them, and they are not shared with the reviewed company — not even during a dispute. What is public is the verification metadata: which document kinds we held and which checks passed. Reviewers appear as first name and last initial; move dates publish at month precision.

Nothing here is for sale

Verified reports are never removed, edited, or reordered for payment. All verified reports publish regardless of whether they are positive or negative — we do not screen out unfavorable reports, and we do not solicit only likely-positive reviewers. Ranking, badges, and verdicts never consider any commercial relationship. Claiming a profile is free, forever. How NMB makes money: the $5 and $19 verification-report fees paid by consumers. Companies pay us nothing.

Companies get a voice, not a lever

A company representative who proves control of a contact channel on the company's own official record may claim the profile and post one public response per report. Responses are reviewed before publication, publish regardless of tone, and may not identify the customer beyond what the report shows. A claim never grants editing or removing reports, access to the reviewer's identity or documents, or any effect on the records, verdicts, or ranking on the page. Companies may also dispute a report privately; a dispute triggers re-verification and never delays or hides the report.

Takedowns

A published report comes down for exactly two reasons: its verification failed on re-check, or it violated the content policy. Either way the reason is logged. Reports never come down because a company — or anyone else — paid, asked, or threatened.

The law behind this

Federal law (the FTC rule on consumer reviews and testimonials, 16 CFR Part 465) prohibits buying, selling, or suppressing reviews, and prohibits companies from submitting reviews of themselves or offering anything in exchange for reviews. Submitters attest they were the customer and were offered nothing for their report. Company-submitted or purchased reviews that reach this system are removed and may be reported. Contract clauses that try to bar customers from honest reviews are void under the Consumer Review Fairness Act; we disregard them.

Questions or disputes: info@nationalmoverbureau.org. Back to National Mover Bureau