How To Hire A Reliable Moving Company

How to prepare for your move and avoid being scammed

Planning and preparing for a residential move is oftentimes a uniquely stressful experience. Besides the stress of having to pack and protect your belongings, you also have to find a reliable mover who won't try to rip you off by overcharging you or holding your stuff hostage. Unfortunately, moving is one of the top 10 industries that attract the most Better Business Bureau complaints and unless you arm yourself with sufficient knowledge by doing as much research as possible before you move, you may end up as another dissatisfied consumer.

Introduction

Planning and preparing for a residential move is oftentimes a uniquely stressful experience.  Besides the stress of having to pack and protect your belongings, you also have to find a reliable mover who won't try to rip you off by overcharging you or holding your stuff hostage.  Unfortunately, moving is one of the top 10 industries that attract the most Better Business Bureau complaints and unless you arm yourself with sufficient knowledge by doing as much research as possible before you move, you may end up as another dissatisfied consumer.  

Where to Start

Although all movers are required to be licensed by law, many people still choose to use unlicensed movers because of their perceived lower cost.  That may or may not be true and it is a decision completely up to you.  However, by reading this guide, you are off to a good start to educating and preparing yourself for your eventual move and making the right decisions.  As you conduct your research, keep the following questions in mind:

  1. Who should I hire to move my belongings? 
  2. How do I avoid being scammed and having my stuff stolen, broken or held hostage?
  3. What is the difference between an "insured mover" and an "uninsured mover"?
  4. How much will my move cost, including "hidden charges"?
  5. Should I buy extra insurance for my stuff or not?
  6. Should I pack my own stuff or have the movers pack for me?

Choosing and Checking Out a Moving Company
Ask a dozen people and you may get a dozen responses.  While getting referrals from friends, family and acquaintances is a great starting point, you should not just rely on their advice.  To see if the mover you are thinking about hiring is properly licensed, give your State Department of Transportation (DOT) a call or email them to verify.  Here are the numbers and email for New York and California:

 
Telephone
Email/Website
New York State DOT
1-800-786-5368
CA Public Utilities Comm.
1-800-877-8867

A mover who is licensed meets the requirements established by your State agency for insurance and operating standards.  Also, by verifying that your mover is licensed, their address and phone numbers on file with the agency will make it much easier to resolve complaints and problems should they arise.

You may also want to check with your local Better Business Bureau (http://us.bbb.org), State DOT and/or State Consumer Affairs Office (in NYC, dial "311" on your phone) to check out the moving company's history of complaints.

If you have a lot of stuff to be moved and/or big, expensive pieces of furniture, you may also want to pay a visit to the mover's offices.  Chances are that if you find the trucks and blankets they use are in horrible condition, your stuff may also end up the same.  Finally, be sure to confirm in writing that your mover won't be sub-contracting out your move to someone else on move day!

Licensed Mover Versus Unlicensed Mover
All movers are by law required to be licensed by local, State or Federal regulation.  Licensing ensures that the movers you hire have met the requirements for conducting a moving business in the locality that you are moving from/to.  A licensed mover carries the minimum insurance that the government agency charged with regulating movers deems necessary to protect consumers.  In addition, licensed movers must abide by regulations designed to ensure the safety of the public such as having equipment in good working order, having qualified drivers, agreeing to abide by dispute resolution provisions, etc.

Nonetheless, many people choose to hire movers who do not have any or all of the required licensing.  Sometimes they do so because these movers are cheaper and other times people do so because they don't know any better.  You can make your own decision as to whether or not to hire a licensed or unlicensed mover.  However, realize that by law all movers are supposed to be licensed.  If you do hire a unlicensed mover, you may not be able to sufficiently covered if your stuff goes missing or is held hostage.  Maybe your stuff isn't worth enough and so you decide to take a chance for the substantial cost savings; that's your decision so long as you know the differences.

In New York City, many apartments boards and/or landlords require that movers provide proof of insurance and license to protect the building in case something goes wrong with the move and the building or its occupants and/or visitors become damaged or injured.  Keep in mind that it may take some time to get this information in place from the mover prior to the move date and you should allow for this delay.

Moving Out of State
If you are moving out of state, the mover is required by federal law to be licensed by the Federal Department of Transportation.  Licensing ensures that movers follow good business practices as prescribed by Federal regulations regarding appropriate levels and types of insurance, consumer rights, driver training, etc.

Here are some points to keep in mind when moving out of state (interstate moves):

  1. Interstate movers must give written estimates. 
  2. Interstate movers may give binding estimates (but keep in mind that non-binding estimates are not always accurate; actual charges may exceed the estimate). 
  3. If your mover provides you (or someone representing you) with any partially complete document for your signature, you should verify the document is as complete as possible before signing it. Make sure the document contains all relevant shipping information, except the actual shipment weight and any other information necessary to determine the final charges for all services performed. 
  4. You may request from your mover the availability of guaranteed pickup and delivery dates. 
  5. Be sure you understand the mover's responsibility for loss or damage, and request an explanation of the difference between valuation and actual insurance. 
  6. You have the right to be present each time your shipment is weighed. 
  7. If you agree to move under a non-binding estimate, you should confirm with your mover, in writing, the method of payment at delivery as cash, certified check, money order, cashier's check, or credit card. 
  8. Movers must offer a dispute settlement program as an alternative means of settling loss or damage claims.  
  9. You should ask the person you speak to whether he or she works for the actual mover or a household goods broker. A household goods broker only arranges for the transportation and is not permitted to represent itself as a mover. Keep in mind that a household goods broker does not own trucks of its own and is required to find an authorized mover to provide the transportation. You should know that a household goods broker generally has no authority to provide you an estimate on behalf of a specific mover and if they do provide you with an estimate, it may not be binding on the actual mover and you may have to pay the actual charges the mover assesses. Finally, a household goods broker is not responsible for loss or damage. 
  10. You may request complaint information about movers from Federal Motor Carrier Safety Administration (FMCSA) under the Freedom of Information Act (FOIA). You may be assessed a fee to obtain this information. 
  11. You should seek estimates from at least three different movers. You should not disclose any information to the different movers about their competitors, as it may affect the accuracy of their estimates. 
  12. Since most van lines use local agents who actually handle the on-site work, you may also want to call the American Moving and Storage Association at (703) 683-7410 to verify the agent's relationship with the van line. 

Moving Cost Estimates

For flat rate and interstate moves, movers are required to quote you an estimate based on weight and not cubic feet. If they quote by cubic feet, don't consider hiring them since cubic feet is an imprecise measurement for this industry. For local moves within a State, movers may quote you an hourly rate. Estimates for interstate moves come in two flavors--binding estimates and non-binding estimates.

A binding estimate is a written agreement made in advance with your interstate mover, indicating you and the mover are bound by the charges. It guarantees the total cost of the move based upon the quantities and services shown on your mover's estimate.

A non-binding estimate is what your interstate mover believes the total cost will be for the move, based upon the estimated weight of the shipment and the accessorial services (services beyond normal pickup and delivery such as waiting time, inside delivery, fuel surcharges, storage, etc.) requested. A non-binding estimate is not binding on your mover. The estimate must indicate that your final charges will be based upon the actual weight of your shipment, the services provided, and the mover's tariff provisions in effect.  You should be prepared to pay ten percent more than the estimated amount at delivery.

You must also be prepared to pay at delivery the cost of any additional services that you requested after the contract was executed that were not included in the estimate and charges for impracticable operations. Impracticable operations are defined in your mover's tariff and you should ask to see the mover's tariff to determine what services constitute impracticable operations. Charges for impracticable operations due at delivery may not exceed 15 percent of all other charges due at delivery.

Avoiding or Minimizing Hidden Charges

Most common "hidden" charges are in the form of fees for packing supplies. While most moving companies will happily provide you with moving tape, packing materials and moving boxes, keep in mind that they will usually charge you a significant mark-up over their cost. In addition, the mover may charge for wrapping up big items or for assembly/disassembly of furniture. The safest thing to do is to get your mover to list all costs in writing before the move.

You can keep these hidden costs down by buying your own moving supplies from your local moving supplies store or from one of several internet companies that will ship to your home moving boxes, tape and other things you may need. 

Also keep in mind that tips are usually not included but almost always expected. Of course, if the movers did a horrible job, feel free to leave no tip and seek other avenues of redress (such as complaining to the local Better Business Bureau). The amount of tip generally depends on the locale of the move; in big metropolitan areas like New York, San Francisco and Los Angeles, tips average around 15%. In other, smaller areas, tips can be much less.

Should You Buy Extra Moving Insurance 

While it is uncommon for a mover to cause major damage during the process of a move, it is also not unusual! Generally, movers carry default insurance that limits their liability to only 60 cents a pound. Since it is rare that the value of any item is in direct proportion to its weight, you may want to purchase more insurance. Otherwise your broken plasma television that cost you several thousand dollars may only net you $60 when the mover drops it on the pavement.

Extra insurance can usually be purchased from the mover or from an insurance company specializing in underwriting moves. However, you are generally better off to purchase your insurance from the mover and go for a policy offering full replacement cost. Keep in mind also that your homeowner or rental insurance policy usually does not cover the moving process so don't think you can rely on it if something goes wrong!

Pack Yourself or Have the Mover Pack For You

While most people pack most of their own stuff, the movers will also happily pack for you for an extra charge.  If you pack your own stuff, you'll generally know where all your stuff is and that you've not left anything behind.  On the other hand, if the mover packs for you, the items they pack are covered under their insurance (levels may vary) so if anything goes missing or breaks, they would be responsible for replacing or repairing the item.  Also, the moving companies will always claim they have more expertise in proper packing techniques so your stuff doesn't break along the way (though your mileage may vary).

If you choose to do your own packing, be sure to make an inventory of all your stuff and which box they are located in.  It also helps to mark your boxes for which room they should go to help the mover (and you) move efficiently.  

Regardless of whether you pack or have the mover pack, be sure the mover makes a list of all the items to be moved, noting existing scratches and other damage.  Review this list carefully to ensure that any new damage will be the responsibility of the mover.  Finally, before releasing the mover from the job, go over this list again with the mover.

Unhappy With Your Moving Experience - What To Do Next
As I mentioned above, the moving industry is one of the top 10 industries that attract the most complaints.  So is it any surprise you might be dissatisfied with the service of your moving company?  Hopefully, by reading this guide, you'll be better informed on how to go about conducting your move to avoid an unsatisfactory moving experience.  However, if you find that there is something wrong with your move, here's what to do about it.

If you've discovered that something is missing or the contents of a box are damaged, try to discuss the situation with the movers before they go, or phone their supervisors.  If it isn't resolved to your satisfaction, make a note on the invoice when you sign it.  Other things you can do include taking pictures of the damage immediately and keeping the box for later inspection by the insurance company if you and/or the mover need to file a claim.

If you don't get satisfaction from the mover, consider these options:

  1. File a complaint with your local DOT (in New York or California, see the numbers above). 
  2. Enlist the services of the Better Business Bureau to have them contact the mover and try to help you resolve your situation. 
  3. File a claim with your insurance company. 
  4. If you paid with a credit card, initiate a dispute/chargeback with your credit card company. 
  5. Finally, if the damage is significant, you may wish to consider suing the moving company in small claims court.

References and Where to Get More Information

Want to learn more or get more information? Here are some useful resources and websites:

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