Get Moving: Using a Moving Company

By: AARP Education & Outreach | Source: AARP.org | May 11, 2004

Moving to a new place can be exciting, but most people could do without headaches that often go along with the actual move. According to U.S. Census figures about 14% of us moves each year. A good number of those moves work out fine. But it pays both in emotional toll and bottom line cost to carefully plan your move and pick your moving company.

Sarah inherited some family furniture from her mother and wanted to move it from New Jersey to her home in Ohio. She checked with several nationally known moving companies and was not pleased at the prices they quoted.

So she looked in the newspaper want ads and called up a company we’ll call “Move Me.” Their quote seemed reasonable so Sarah agreed, over the phone, to hire the company and set a day for the furniture pick-up. The company arrived as agreed and loaded the furniture onto their truck. Just before leaving, “Move Me” asked Sarah for a deposit with the remainder due upon delivery. She paid.

Then the nightmare began. Instead of delivering her furniture in a week, the company disappeared. Sarah made dozens of phone calls and had to threaten to call her lawyer before she located “Move Me” in Florida and finally got them to agree to deliver her furniture. A month later her furniture was unloaded—but only after Sarah was forced to pay an extra $400 beyond the amount listed on the contract.

Sarah’s experience is a lesson in how not to plan your move. So, if there is a move in your future, whether it is moving to a smaller place, to that condo on the golf course, or somewhere closer to your grandkids, start by avoiding her mistakes.

The most important thing you can do to increase the chances your move will go smoothly is to choose the right moving company. Get referrals from friends, neighbors and co-workers who were happy with their movers. Find out what movers the corporate relocation companies rely on. Recognized name companies probably are your best bet.

Then check on whether the moving company is a member of the American Moving and Storage Association (AMSA) and has agreed to independent arbitration of any claims. See if the Better Business Bureau or state consumer protection agency has a record of any complaints on the firm. Some states require moving companies to register before doing business, so check with state licensing agencies, too.

Ask how long the company has been in business. Companies in business for a long time have a track record you can check.

Get estimates.

You will want to get written estimates from about three companies. It’s fine to have companies give you a ball-park estimate over the phone. But to get a firm price, you need to ask the company to send a representative to walk through your home while you point out exactly what you want packed and what you want transported.

Be sure that the phone estimate is backed up in writing. Only written estimates are binding. Phone estimates are not binding. A binding estimate is your best guaranteed that you will pay only the stated total. While a nonbinding estimate may appear lower, the actual charges can drastically increase at the end of the move, as Sarah painfully discovered.

The lowest bid may not be your best choice. Some less than reputable movers may intentionally give you a low estimate to get your business. Later they hike the final price. Always get the itemized estimate in writing.

Understand the costs.

Moving charges are a combination of weight, distance and services. Check to see if your bid includes extra charges for each added person, packing materials, travel time or waiting time. Be sure to find out if the mover will accept check, credit card or money order. Also you may save money if you can be flexible about when you move. Prices can vary depending on the season and even the time of the month. May through September is peak season—and peak cost. Most people schedule moves at the end of the month, so you might be able to save if you are willing to move in the middle of the month.

Do you need extra insurance?

The mover usually provides minimal insurance at no extra charge, but this may not be enough. This insurance is based on the weight, not the value, of an item. Thus, you might get only $30 for a damaged television set. More insurance should be available from the mover as an extra expense that may give you more protection.

Before selecting any insurance option, make sure you know whether you will be reimbursed based on the extent of the damage and the item’s depreciated value or on your cost to replace the item. Also check your homeowner’s insurance for any moving damage coverage.

Packing up: Me or the Mover?

Some things—such as jewelry or plants—you will want to pack and move yourself. Ask the moving company for any cost-saving tips on packing and preparation. While having the movers pack everything can add considerably to your bill, some movers may not pay for claims to damaged items you packed yourself. Tip: Don’t let the movers put plastic bubble wrap directly against wood because it may leave a blemish.

Make an inventory.

Know what goes into each box and make sure the head of the moving crew legibly and accurately inventories each item as it’s loaded. Review the inventory list before signing the bill of lading. This is your contract with the mover, which sets out what services you are paying for. Read both documents carefully. Keep the contract and inventory to check off items as they come off the truck at your new home.

What if something goes wrong?

Most moves proceed without too much difficulty. When a reputable mover does the work, those in the know say that less than 10 percent of moves result in people filing claims because of broken items or unsatisfactory service.

You want to be prepared just in case though. There are several things you can do to protect yourself.

• Take pictures of major items before the move to prove their pre-move condition.
• When unpacking, take more pictures.
• Save the packing material.
• Call the company to send an agent to your home if you find damage after the movers have left.
• You have a right to receive your weight tickets; be sure you get them.

You have up to nine months after final delivery to make any claims, but you should make them as soon as possible.

Resolving Problems

If you have other problems or complaints that you can’t resolve with the moving company, contact:

• AMSA ProMover Program: The American Moving and Storage Association can receive your complaint and try to arbitrate your complaints with a certified moving company.
• Your state consumer protection office (Check your telephone blue government pages).

Before You Move

• Check the complaint history of the mover with the Federal Motor Carrier Safety Administration. Don’t make a move without reading this!
• Before selecting a move, check to see whether the mover is properly licensed and insured with the AMSA.
• Securely change your address online with the U.S. Postal Service.
• Check with the Better Business Bureau for complaints, too.