Lugg Does the Heavy Lifting For You

Lugg is a company revolutionizing the moving industry with convenience and accessibility at the forefront of its approach. With the Lugg app, users in over 25 markets across the United States—now including Salt Lake City—have unlimited access to stress-free and efficient moving services with the tap of a button. Lugg is far from just an alternative to U-Haul, though—movers, or “Luggers,” as their contractors are dubbed, are available for any and all circumstances wherein a pickup truck, or even just another pair of strong hands, is needed to transport something. Lugg’s reach is much greater than that of a traditional moving company, offering their services for junk removal and donation drop-offs, Facebook Marketplace and Craigslist pickup and even deliveries for small mom-and-pop businesses. Luggers are far too invested in their customers’ satisfaction to simply drop off an item and leave, though—they’ll assist in moving items up and down stairs and even disassembling and reassembling furniture, all done with a smile. 

Co-founders Jordan Brown and Eric Kreutzer, CEO and president of Lugg, respectively, are both Utah natives that have found their way back to Salt Lake City and are now celebrating Lugg’s 10th anniversary this year. While living in downtown Salt Lake City 10 years ago, Brown was taken aback by the high cost of what seemed like bare minimum moving services when he needed them, and was put-off by the cost and logistical difficulties of U-Haul rentals. In the time when app-based services like Uber and Postmates were beginning to take off, Brown wondered why it wasn’t yet possible to hail movers with the click of a button as he could for food delivery and rideshare services. “It seemed crazy that it would [cost] that much just to move a dresser and a mattress and a few things,” explains Brown. 

“It seemed crazy that it would [cost] that much just to move a dresser and a mattress and a few things.”

Brown and Kreutzer got Lugg started by pitching their services to customers in line at IKEA after Brown was disappointed by a seven-day turnaround time on a furniture delivery in an era characterized by overnight shipping. “We were just plucking people out of the line [to say], ‘Hey, if you could just push a button and get your stuff home today, [would] you want to do that?’” Brown says. For the first few thousand moves, he and Kreutzer were the only Luggers. Over time, Kreutzer and Brown “got all the nuts and bolts figured out,” and optimized the Lugg app to include a way for pickup and drop off locations to be shared immediately and for all payments to be handled in-app and automated through Stripe. One of Lugg’s greatest evolutions in its in-app technology is the live tracking feature that allows customers to see when the truck bed is loaded to moments before their Luggers’ arrival.

Though Brown and Kreutzer were living in San Francisco during Lugg’s inception, the decision to expand their services to Salt Lake City and the surrounding areas was a quick and easy one. “We grew up here and it just felt weird to not have [Lugg] in our hometown where our mom and dad can use [it],” Brown says. 

Lugg’s services are for everyone, no matter their needs or ability. The platform’s pickup and drop-off services have proven particularly helpful for people with disabilities or busy people who don’t have the time to do all the moving themselves. “It’s literally for anyone that’s needing to move big and bulky items or even moving their houses,” says Brown. Based on reviews and one-on-one customer interactions, Lugg has been “a lifesaver to people that are in college, moving [in]to their dorm rooms” and for older people for whom mobility is a limiting factor. Many other customers reach out for help through Lugg due to limited cargo space in their vehicles, or because they don’t have access to a vehicle at all. 

“We grew up here and it just felt weird to not have [Lugg] in our hometown where our mom and dad can use [it].”

Lugg’s most notable move was helping to furnish the Trixie Motel in Palm Springs, created by drag queen Trixie Mattel. Other odd items have included two-ton terracotta statues and vintage pinball machines. Brown has witnessed the way Lugg “allows [people] to be more nimble” since they “don’t have to be so tied down and worry about the stress of moving [a] whole house or picking up [a] new sofa found at a vintage store.” An often overlooked benefit of Lugg’s services is the prevention of unnecessary waste accumulation. When people have access to transportation and other assistance, items like used furniture can be dropped off at appropriate donation sites rather than ending up in landfills. Lugg’s moving services also encourage purchasing vintage and secondhand furniture more often, since the pickup and delivery are handled by someone with the appropriate tools. 

Brown also speaks to the positive impact Lugg has had on local communities through providing flexible job opportunities, explaining that many blue collar workers have found success and fulfillment working as a Lugger as either a side gig or a full-time career when they’re in need of additional income. Luggers have also shared with Brown that they found working with Lugg to be a great opportunity to stay active and get in shape, as well as connect with others within their community. 

Convenience and efficiency are the backbone of Lugg’s business model. Lugg’s real-time tracking mirrors that of services like Uber and Lyft, so customers are able to see the exact status and location of their hired Lugger(s) at any point in the process. Unlike many traditional moving companies, for which movers’ arrivals must be scheduled out in advance, Luggers are available on-demand and within 30 minutes. Advance scheduling is also offered; customers can schedule a move, pickup or drop-off any time, from later that same day through the end of the following month. Calling around to receive and compare quotes is never necessary with Lugg’s self-service model, which also allows customers to get instant estimates prior to confirming their booking in the app.

“It’s literally for anyone that’s needing to move big and bulky items or even moving their houses.”

With conventional moving services, customers must often navigate anxiety when it comes to their possessions being handled with care. Lugg understands this concern and makes safety a priority through background checks of all Luggers and a thorough star-rating review system, where Luggers are rated by customers as well as by each other. As any Lugger with a sub-4.8 star rating is removed from the platform, customers can rest assured knowing their possessions are in the good hands of someone who conducts careful and efficient pickups and drop-offs, and maintains an investment in their customers’ satisfaction and wellbeing. Comprehensive insurance coverage is also in place, and on the off chance that something goes wrong or a customer is dissatisfied, top-notch customer service is Lugg’s priority and refunds are issued promptly.

Lugg’s available services are far more flexible than those of a traditional moving company, offering more affordable options for customers with a wide variety of needs. Brown explains that some Lugg users may only need one Lugger and a pickup truck to move a single dresser, while others may only need a hand moving items up a flight of stairs. Lugg’s vehicle options for moving services include pickup trucks, cargo vans, extra large vans and box trucks. While larger moves may require two Luggers for the job, others may only need one, ensuring that customers are paying only for what they need. 

As a company co-founded and operated by Utah natives and current Salt Lake City residents, Lugg provides necessary services for diverse residents across the Salt Lake Valley and its surrounding areas, no matter their needs, income or ability. To use Lugg for a move, Facebook Marketplace or Craigslist pickup, donation drop-off or junk removal, visit lugg.com and download Lugg on the App Store or through Google Play. Keep an eye out for Lugg’s continued expansion into other cities across Utah at lugg.com/cities.

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