Quick Verdict
The two most important questions to ask before booking junk removal are: "Can you send me your Certificate of Insurance before the job?" and "Is this quote all-inclusive with disposal fees?" If either answer is vague or evasive, the rest of the vetting doesn't matter -- you have the wrong company. The remaining 10 questions in this guide sort the professionals from the amateurs and protect you from surprise charges, property damage, or illegally dumped waste tied to your address.
Why Most People Skip This Step
When a homeowner needs junk gone, urgency beats vetting. The typical flow is: search Google, call the top result, accept the first quote, book same-week. The entire conversation is about pricing and scheduling, and zero questions are asked about insurance, disposal practices, or pricing structure.
This is how homeowners end up with damaged hardwood they cannot claim on insurance, junk dumped on a Tillamook Forest service road that eventually traces back to them, or a modest quoted job that more than doubles on-site. A 5-minute phone conversation with the right 12 questions prevents all three outcomes.
The 12 Questions
1. "Are you fully insured, and can you email me your Certificate of Insurance?"
Why it matters: If the hauler damages your floors, walls, or landscaping, their general liability policy pays for repairs. Without it, you pay.
Good answer: "Yes, we'll email the COI before the job, and it shows our general liability limits."
Walk away from: "Insurance isn't really needed for junk removal."
2. "Where do my items actually go after you pick them up?"
Why it matters: Oregon DEQ regulates disposal. A hauler who cannot name the specific transfer station, recycling facility, and donation partners they use may be illegally dumping.
Good answer: Names specific facilities (Metro Central, Lane County Waste, Habitat ReStore, St. Vincent de Paul).
Walk away from: Vague "we dispose of it properly" with no facility names.
3. "Is this quote all-inclusive, or are there fees on top?"
Why it matters: Hidden surcharges for stairs, mattresses, refrigerators, and hazardous items are common. The quote should be transparent. See hidden costs in junk removal for a full list.
Good answer: Clear confirmation with specific add-on scenarios ("Stairs add a per-flight charge, and mattresses carry a per-item fee").
Walk away from: "We'll finalize pricing on site."
4. "How do you measure volume -- cubic yards or truck percentage?"
Why it matters: "Half a truck" is ambiguous. Truck sizes vary. Professional haulers specify either cubic yards or a defined percentage of a known truck size.
Good answer: "Our truck holds 15 cubic yards. A quarter-load is about 3.75 cubic yards."
Walk away from: No clear capacity definition.
5. "Do you take hazardous items?"
Why it matters: Most junk haulers do not take paint, chemicals, automotive fluids, or pressurized tanks. Knowing upfront prevents day-of surprises.
Good answer: A clear yes, no, or partial list of what they accept.
6. "Is there a deposit or upfront payment required?"
Why it matters: Standard residential junk removal usually does not require a deposit. Large estate cleanouts may. Either way, the policy should be clear in writing.
Good answer: Either "no deposit" or a clearly explained deposit policy in writing.
Walk away from: Cash-upfront demands for a standard residential job.
7. "What is your cancellation policy?"
Why it matters: Schedules change. A reasonable company allows cancellation with 24 hours notice.
Good answer: 24 to 48 hour cancellation window with no fee.
8. "Who shows up -- employees or contractors?"
Why it matters: Employees are covered by workers' comp and are subject to company screening. Contractors may not be. If a contractor is injured on your property, liability can be murky.
Good answer: Direct employees, background-checked.
9. "Will the crew be able to break down items like sheds, swing sets, or built-in furniture?"
Why it matters: Some jobs require disassembly. Not all haulers bring tools or have the skill.
Good answer: Clear yes or no with hourly add-on if applicable.
10. "What happens to items that could be donated?"
Why it matters: A responsible hauler routes usable items to local donation partners. This keeps items out of the landfill and sometimes reduces the bill.
Good answer: Specific donation relationships named (ReStore, Goodwill, St. Vincent de Paul, Community Warehouse).
11. "What payment methods do you accept?"
Why it matters: Legitimate companies accept credit cards. Cash-only is a serious red flag.
Good answer: Credit card, ACH, or check -- and written invoice regardless.
Walk away from: Cash-only.
12. "Can I see a sample of a written estimate before I book?"
Why it matters: Knowing what your quote document will look like confirms the company's level of professionalism and helps you spot incomplete quotes.
Good answer: "Sure, I'll send you a sample or your actual estimate now."
A Simple Phone Script
You do not need to ask all 12 questions in a stiff sequence. Here is a natural flow that covers the critical ones in 4 minutes:
- "Hi, I have a (describe job). What would that cost roughly?"
- "Does that quote include all disposal fees?"
- "Can you email me the quote and your COI before we book?"
- "Where do the items end up after pickup?"
- "Any deposit required, or do I pay at completion?"
- "When's your earliest availability?"
If the answers to those six are solid, you can book. For the longer-form versions of vetting questions, see our piece on best questions to ask a junk removal company and our how to choose a junk removal company checklist.
What a Good Company Sounds Like
A well-run company answers the phone with a person, doesn't push back on insurance questions, names their disposal facilities without hesitation, explains their pricing model clearly, and sends a written quote within the hour.
Companies like Otesse are structured to pass this test by default. Our quotes include insurance documentation, disposal facility information, and itemized pricing -- which is the baseline, not the ceiling.
Red Flags in Answers
- "We don't really need insurance for this kind of work."
- "We'll figure out exact pricing when we get there."
- "Cash only please."
- "I can give you a much better price if you book right now."
- "We just take everything to the landfill."
Any one of these is enough to stop the conversation.
FAQ
Are these 12 questions overkill for a small single-item job? For a single appliance haul, the critical three are insurance, disposal, and written quote. The rest matter more on larger jobs.
How long should the call take? 4 to 6 minutes for a thorough vetting call.
What if the company pushes back on these questions? That itself is the answer. Walk away.
Should I ask these questions in writing or by phone? Phone first to screen the company. Follow up by email or text to get key answers in writing.
What happens next if all answers pass? Get the written quote, verify the COI, and book. See what happens during a junk removal appointment for what comes next.
Get All 12 Answers Up Front
If you want to skip the vetting call, contact Otesse and we will send a written quote, COI, disposal facility information, and payment terms in a single email.
