Tips & Info

Top 10 Things to Know Before Hiring a Mover
Top 5 Questions to Ask Before Hiring a Mover
Top Moving Tips from Michelle Prima
What are Van Lines, Agents and Independents?
Top 49 Most Common Complaints of Movers
10 Red Flags of a Rogue Mover
Top 9 Things that Make a Great Mover
Spotting Brokers/Middlemen
How Are Moves Priced?
What's Up with Insurance When Hiring a Mover?
FAQ
Dispute Resolution
Movers Associations
Moving Glossary

Top 10 Things to Know Before Hiring a Mover

Many movers found advertising on the internet are either unlicensed or are brokers/middlemen. You can verify all interstate and most intrastate movers' license, and insurance by entering the company name or USDOT number here: http://www.safer.fmcsa.dot.gov/CompanySnapshot.aspx
To view the number of complaints submitted to the USDOT on a particular mover, run a search here: http://ai.fmcsa.dot.gov/hhg/Search.asp?ads=
Domestic moving can be broken into 2 broad categories: Local moving with hourly labor and a smaller box truck, or long distance moving requiring the driver to travel overnight on a large semitruck. Long distance service is often designated by the words "van line". Often, local movers partner with a specific van line. If they perform both without a partner, they are termed an "independent".
Pricing method is affected by distance: (1.) Local movers charge by the hour; (2.) Long distance, cross-country movers charge by the pound; (3.) International movers charge by the cubic foot.
The most frequent complaint made by customers is being overcharged/unexpected fees according to a random sample of over 500 complaints conducted by MoversReviewed. The entire ranking of 49 complaints can be viewed here: http://www.moversreviewed.com/tips-and-info/#top-49-most-common-complaints-of-movers
Interstate Movers are required to do an onsite inspection if they are within 50 miles of the move site (FMCSA). They must create a list of all items to be moved and assign each item an id number. You should receive a multi-page bill of lading, not a one-page “skinny contract”.
If an item is damaged, movers are only liable for 60 cents per pound (about 10% of its value) on interstate moves, and usually less for intrastate. Your home owners insurance will cover complete loss situations. But if you are concerned about items damaged in transit, you can either pay additional to have the mover be 100% liable, or you can purchase third party relocation insurance.
If you file a claim with your mover for a damaged item, the mover has 120 days to compensate you.
Interstate movers are entitiled to collect payment at the time of delivery before unloading the truck. Non-binding, interstate moves must be released to you upon payment of 110% of your non-binding estimate, and the mover will invoice you for the rest in 30 days if you wish.
Interstate movers are required to:

Give you a written estimate

Tell you if they are a broker/middleman

Give you a copy of the U.S. DOT publication, “Your Rights and Responsibilities when you move”.

Provide dispute resolution/arbitration information

Give you a Telephone number

Post their USDOT number on all advertisments. Ref: http://www.fmcsa.dot.gov/rules-regulations/administration/fmcsr/fmcsrruletext.aspx?reg=375.207

10 Red Flags of Rogue Mover

The company is not found in the federal or state list of registered companies and cannot produce a license to move within the city or county.
Their insurance cannot be verified.
Their website does not list an address or post a USDOT or state number.
The mover asks for a large deposit (Your furniture serves as the deposit).
The interstate mover does not provide you with a copy of “Your Rights and Responsibilities When You Move”.
The long distance interstate mover does not do an onsite inspection.
The mover cannot produce pictures of their actual trucks, or does not disclose that they will be using a rental truck before you contract with them.
The mover has a poor record with the BBB and other online review sites.
The mover asks you to sign something waiving their liability.
The mover prices a long distance interstate move by a method other than solely by weight, or binding estimate. (International moves must be by the cubic foot and local moves are typically priced by the hour.

Top 9 Things that Make a Great Mover

They are accommodating. They have the mindset that anything they can do, they will do.
They are fair. Policies and red tape are discarded and each situation is evaluated individually.
They are reliable. They show up on time and do what they promised.
They are responsive. They answer their phone and respond to emails quickly.
They are involved. They are members of associations that help them develop their service.
They are compliant. License and insurance is up to date, and regulations are followed.
They are prepared. They bring all of the necessary tools and supplies to handle a job.
They are organized. Packing lists and boxes are organized and accurate.
They are presentable. The truck is clean and the employees' attire is appropriate.

Spotting Brokers/Middlemen

For interstate and most intrastate movers, run a search by company name or carrier number here: http://www.safer.fmcsa.dot.gov/CompanySnapshot.aspx. If the company’s registration page shows “0 power units”, they may not own any trucks and may be a broker (unless they only perform intrastate and local moves). It is possible they still own trucks if they only perform intrastate moves in one of the 22 states that does not require movers register a federal USDOT, or they have a second DOT under a different name due to a merger or acquisition.

The US Department of Transportation (USDOT) recently (11/29/10) passed a law requiring brokers for interstate moves to:

Register for, and provide the customer with a DOT number
Give consumers the FMCSA’s pamphlet “Your Rights and Responsibilities”
Tell the customer that they are a broker and not a mover
Provide customers with a list of moving companies the broker will be using
Provide estimates of expected moving charges and brokerage fees in writing
Provide the customer with the broker’s deposit, cancellation and refund policy.

*The legislation can be viewed here: www.protectyourmove.gov under Regulations and Enforcement where the PDF titled “Final Rule: Brokers of Household Goods Transportation by Motor Vehicles” is provided.

To report a broker for misrepresentation you can fill out the following form for interstate moves: http://nccdb.fmcsa.dot.gov/hc_disclaimer1.asp

One common place to find brokers is with international movers. By contracting with a mover that has either an NVOCC or FMC license, your shipment will be protected by the movers $75,000 (NVOCC) or $50,000 (FMC) bond.

The Pros & Cons of Using a Broker

Pros:

Using a broker may be beneficial if you are coordinating multiple moves for a larger project and do not have the time to oversee several moves or stages.
If you have specialized requirements, either commercial or residential, and do not have time to search yourself, a trustworthy broker can save time (However, the purpose of the MoversReviewed.com directory is to make this easy).

Cons:

You will not know what moving company will handle your possessions until near the move time.
You are paying more because the broker adds his markup.
There is a natural incentive for brokers to subcontract your move to the lowest bidder.
Brokers cannot give you a binding estimate.
A broker is not responsible for loss or damage.
A third party increases the chances of miscommunication.
Risk of the mover not getting paid increases.

What's up with Insurance when Hiring a Mover?

For Intrastate or Interstate Moves

In the case of lost or damaged items, movers are only liable for 60 cents per pound (about 10% of its value) for interstate moves. For intrastate moves, this amount varies slightly from state to state.
Your renters or homeowners insurance usually covers you for incidents resulting in total loss, but not for damages to a few items.
You can purchase "full coverage" from the mover for 1% of the current value. Reimbursement is depreciated value, not the replacement value.
Or you can purchase relocation insurance for 1.5% of the declared value which reimburses you the replacement value, not the depreciated value. Relocation insurance is thought to pay out quicker as movers are allowed 120 days to settle a damage claim.

For International Moves

There are two types of insurance you can purchase for international moves:

1. All-Risk Marine - This covers any and all damage during your move. It costs about 2.5% of the declared value. You must allow the mover to do the packing for you to be able to purchase.

2. Total Loss - This only covers your items in the event of a total loss. This costs about 1.5% of your declared value. You can pack the items yourself and still purchase this insurance.

How are Moves Priced?

Intrastate Moves: Hourly

The most common move type in North America is the small, local move of a studio or 1 bedroom apartment. These moves are most typically priced by the hour. In the event you are travelling a longer distance, but still staying within state, your state may or may not require that your non-binding quote be based solely on weight. Run a search for your state on MoversReviewed.com to see your state's requirements for movers.

Interstate Moves: By Weight

Trucks hauling your items across state lines will stop at a weigh station. If you agreed to a non-binding estimate, the final price of your move will be based on this weight. The cost per pound is affected by the distance traveled as well, however. More miles should increase the per pound rate.

If you agree on a binding estimate, the justification for the price can be any method: hourly, weight, volume, or combination.

International Moves: By Volume

Because marine shipping containers only hold so much space (a 20' container usually holds 850 - 1150 cubic feet), rates are usually based on volume. It is common to have a 100 cubic foot minimum and then be charged per foot after that. Check the weight limits. A 20' container typically has a weight limit of 38,000 pounds.

FAQ

What is the difference between moving and relocation?

Relocation is most frequently referred to as the service that corporations use to relocate an employee. Less frequent is it directly set up by the consumer. Relocation encompasses the full range of services associated with moving including utility set up, home sale, lease assistance, school set up and cultural training, whereas moving refers only to the delivery of household goods.

What is a van line, and agent of a van line?

A van line moving service specializes in providing long distance interstate moves with a large semi truck or van line. An agent of a van line is a smaller local mover who refers their long distance interstate moves to the partner van line. The partner van line, in turn refers their local work to the local agent. A mover that provides both local moving and long distance moving themselves is considered an "independent".

If several moving companies offer full-service moving, how do they differ?

A moving company usually either offers great service or low prices, but not both. Some movers do not offer either. In theory, most movers should offer a degree of each. Decide what is more important to you and then sort your search results from MoversReviewed.com in order of local leader score. The higher the local leader score, the more likely it is that the company focuses more on great service rather than low prices. The lower the local leader score, the more likely they are to focus on lower prices.

How do I identify brokers/middlemen from actual truck-owning movers?

All Interstate and most Intrastate moving companies can be confirmed as either a moving company or broker by viewing the number of moving trucks (power units) a company owns on their federal registration page. A broker’s page will show 0 power units. To view this registration page you can run a search here: http://www.safer.fmcsa.dot.gov/CompanySnapshot.aspx.

Most brokers have a tendency not to volunteer to the customer that they are brokers. They often lead the customer to believe that they are an actual truck-owning moving company. And for that reason the Department of Transportation (DOT) recently (on 11/29/2010) passed a law* requiring brokers for interstate moves to:

Register for, and provide the customer with a DOT number
Give consumers the FMCSA’s pamphlet “Your Rights and Responsibilities”
Tell the customer that they are not a mover
Provide customers with a list of moving companies the broker will be using
Provide estimates of expected moving charges and brokerage fees in writing
Provide the customer with the broker’s deposit, cancellation and refund policy.

To report a broker for misrepresentation you can fill out the following form for interstate moves: http://nccdb.fmcsa.dot.gov/hc_disclaimer1.asp

Do I need an in-person estimate?

A physical survey of your items for all interstate and most intrastate moves is required unless you sign a written waiver. Under the regulations, your mover must base your estimate (either binding, non-binding, or not-to-exceed), on a physical survey of the household goods to be moved if the goods are located with a 50-mile radius of your mover’s (or his agent’s) place of business.

How soon do I need to book my move?

Moves can be set up last minute without issue in off-peak times. Typically you’ll want to set your move up at least 3 weeks in advance depending on the time of year. May is peak moving month, summer is peak moving season, and the ends of each month are peak moving days.

Do movers require a deposit?

Reputable movers don’t require a deposit before moving you. But if they do, it is generally just a small "good faith" deposit. Your furniture on their truck acts as your deposit. Most moves are arranged so that payment is made just before the truck is unloaded as a COD. Be aware that it is common that broker/middlemen services request a deposit which acts as their “commission” before passing you on to an actual mover.

What is the cancellation policy?

Cancellation policies vary widely. Movers with great customer service have no cancellation penalty or deadline at all. Others have strict deadlines and penalties. Most commonly, you could expect to lose your good faith deposit if you cancel within a 48 to 96 hour deadline.

When and how do I pay the mover?

Standard procedure is to pay the mover just before unloading. While most local moves are based on hourly rates, most interstate moves are based on weight. If you agreed to a non-binding estimate for your long distance move, the final price must be based on the actual weight. If this actual weight results in a cost that is more than 110% of the original estimate, you do not need to pay the amount above 110% at that time. It can be invoiced in 30 days.

If you do not pay the charges due at the time of delivery the mover has the right to refuse to deliver your shipment and to place it into storage at your expense until the charges are paid. If your shipment is split for shipment on two or more trucks, the mover can require payment for each portion as it is delivered.

In the event that other services are required, such as shuttling, your mover may also collect for the shuttle charges at delivery - provided that the shuttle charges collected at delivery do not exceed fifteen (15%) percent of the total charges due at delivery. Your mover will invoice you for any remaining charges after delivery

Do I pay for tolls and other fees?

Typically tolls and other fees are passed down to the consumer.

How much do I tip a mover?

Standard tipping is 7% to 12% of the total cost of the move. Per person, people generally tip $10 to $20 for 4 hours of work and $20 to $40 for 8 hours of work depending on the intensity of the labor and standard of living of the area. Try to tip each person individually. Offer beverages for smaller moves, and food for larger moves. Let them know which restroom you want them to use when they get there.

How long does a move take?

Small, local moves: 3 to 5 hours with no packing

Longer, interstate moves: several days

International moves: 6 to 10 weeks

Am I protected from loss, theft or damage while my goods are in transit?

If you have homeowners or renters insurance, your items are usually protected against major “total loss” disasters and “acts of god” including a crash where the crash caused the damage. You are not covered for scratches, dents, loss, theft or damage to individual items that could occur from moving (confirm your coverage with your insurance provider). While most good movers will reimburse you for a damaged item out of good customer service, by law, movers are only liable to reimburse you for 60 cents per pound. Upgrading to full value protection with the mover generally costs around 1% of the total value (depending on distance). This full value protection does not cover you against many of the disasters covered by your homeowners or renters insurance. So if you do not have homeowners or renters, you may want to consider purchasing moving insurance which covers the full gamut of destruction usually for under 1.5% of the declared value (depending on the distance).

What type of insurance coverage can I choose for my move?

If you have homeowners or renters insurance, your furniture should be covered during your move from most “acts of god” as well as vehicle peril in which the crash causes the damage (confirm with your policy provider). However homeowners and renters insurance does not typically cover you against scratches, dropping or falling over, etc. As a matter of good customer service, many movers will pay to replace one or two items they may accidentally break and so a majority of customers opt not to purchase additional coverage.

If you have homeowners or renters insurance that covers you for “acts of god” but would like full protection against man-made damage, moving companies will cover the full depreciated, cash value of your items (not new replacement) for typically a fee of 1% of the value depending on the distance. (By law movers cannot sell insurance. Instead, they claim responsibility.)

(By law, movers are required to cover a minimum of 60 cents per pound on moves crossing state lines, and between 10 cents and 60 cents, depending on the state, for in-state moves. The national average value of household items on a truck is $6 per pound, so this minimum 60 cents represents 10% of your value.)

If you do not have homeowners or renters insurance, or your insurance does not cover your items when moving, you can get coverage from a third party moving insurance company for less than 1.5% of your total value that covers both “acts of god” and man-made damage. Moving insurance companies also offer the option of new replacement cost coverage. To find moving insurance providers, search the internet for “moving insurance” or “relocation insurance”.

*One thing to note is that movers or movers insurance companies will not cover you if boxes are Packed By Owner (“PBO”). You must let the moving company do the packing.

How do I file a damaged or lost item claim?

Ideally, report the facts promptly and in detail on the van driver's copy (original) of the inventory sheet before you sign it. Do not sign a delivery receipt if it contains language about releasing or discharging your mover or its agents from liability. Strike out this kind of language or refuse delivery until a proper receipt is provided. By law, you have nine months to file a written claim. Keep the damaged item and box until the mover has inspected it. Request a claim form from the mover and submit it to him. The mover must acknowledge receipt of your claim within 30 days, and must deny or make an offer within 120 days of receipt of your claim. When making a claim or considering an offer, bear in mind the amount of liability that you declared on your shipment. If the entire truck was involved in an accident or disaster, your homeowners or renters insurance should cover that.

Who is responsible for loss or damage to items I packed myself?

Your mover is responsible for the loss of or damage to any carton he takes possession of, regardless of who packs the carton. If you experience loss or damage to the contents of a carton that your mover packed, file a claim with your mover and be sure to keep the damaged articles and the packing carton and packing material for inspection by the mover. If you pack your own cartons, (termed "PBO" or "packed by owner") your mover is only responsible for damage to the contents of such cartons if there is external damage to the carton itself, which, in turn, caused damage to the contents. Also, your mover has the right to refuse a carton that you have packed (or, if you agree, to re-pack the carton at your expense) if he feels that it was packed improperly or it is was over-packed and weighs too much for the carton to properly hold the items and be safely transported.

How should my high value items be handled?

Items worth more than $100 per pound are considered to be articles of "extraordinary" value. To be assured that a claim involving these articles is not limited to minimal liability, complete and sign your mover's version of a high value inventory form. Also be sure to sign the "Extraordinary (Unusual) Value Article Declaration" box on the Bill of Lading.

What if I need special dates for pick up delivery?

You can elect to have what is called Guaranteed Pickup and Delivery Service. Under this option, you enter into an agreement with your mover that provides for the shipment to be picked up and delivered on specific guaranteed dates. If the mover fails to provide the service as agreed, you are entitled to be compensated at a predetermined daily rate or to be reimbursed for a portion of your documented expenses, as provided for in the agreement. Typical agreements provide for a daily reimbursement of $125.00 or for a percentage of documented out-of-pocket expenses.

What are the Regulations Associated with Binding and Non-binding quotes?

Interstate moves based on a non-binding quote must be based on weight and weight alone. Binding quotes will not fluctuate and therefore can be based on any pricing methodology.

What If My Mover Won't Deliver My Goods?

If you have paid the mover 110% of the non-binding estimate or 100% of the binding estimate and the mover fails to deliver your goods, they have violated the Federal regulations for the protection of household good shippers. You may want to contact MoveRescue.com for help as well as the police. You should file a complaint online (http://nccdb.fmcsa.dot.gov/HomePage.asp) or call 1-888-DOT-SAFT (1-888-368-7238).

What If My Mover Increases the Agreed Price?

If there are unexpected add-ons to the price, you will want to file a complaint with www.BBB.org to start with. Often this is enough to compel the mover to resolve the issue. If the mover is demanding a large amount before unloading the truck, it becomes a hostage freight issue. Contact MoveRescue.com for help. You are not required to pay more than 100% of the binding estimate or 110% of the non-binding estimate in case the initial weight estimate was far off. In cases where the weight was underestimated by more than 10%, the mover is required to bill any additional charges 30 days after delivery of your goods.

What If My Mover Disappears with My Possessions?

Contact MoveRescue.com for help and based on their advice, also contact the police. You should also file a complaint with the dept. of transportation: (http://nccdb.fmcsa.dot.gov/HomePage.asp) or call 1-888-DOT-SAFT (1-888-368-7238). You may also contact the State Attorney General’s office or appropriate enforcement agency in your State.

Do I have the right to inspect my mover's tariffs (schedules of rates or charges) applicable to my move?

Federal law requires your mover to advise you of your right to inspect your mover's tariffs (its schedules of rates or charges) governing your shipment. Movers' tariffs are made a part of the contract of carriage (bill of lading) between you and the mover. You may inspect the tariff at the mover's facility, or, upon request, the mover will furnish you a free copy of any tariff provision containing the mover's rates, rules, or charges governing your shipment.

Tariffs may include provisions limiting the mover's liability. This would generally be described in a section on declaring value on the bill of lading. A second tariff provision may set the periods for filing claims. This would generally be described in Section 6 on the reverse side of a bill of lading. A third tariff provision may reserve your mover's right to assess additional charges for additional services performed. For non-binding estimates, another tariff provision may base charges upon the exact weight of the goods transported. Your mover's tariff may contain other provisions that apply to your move. Ask your mover what they might be, and request a copy.

Dispute Resolution

For smaller complaints such as pricing or damage disputes, filing a complaint and writing online editable reviews have been enough incentive for many movers to resolve the issue properly for customers.

www.BBB.org
Editable Online Reviews
The Arbitration Program Your Mover Must Belong to
State Attorney General and Consumer Protection Agencies:

https://www.protectyourmove.gov/related-sites/state-search.htm

For more serious criminal interstate complaints, you will want to start with www.MoveRescue.com. They may advise you to contact police and file a complaint with the proper regulating agency as well.

www.MoveRescue.com

For Intrastate Moves:

The complete list of state regulatory agencies for dispute resolution are listed here:

Industry Regulators and Requirements

For Interstate Moves:

Federal Motor Carrier Safety Administration's complaint form
            http://www.fmcsa.dot.gov/forms/public/com-com-form.htm

For International Moves:

Federal Maritime Commission’s Consumer Affairs and Dispute Resolution Services
http://www.fmc.gov/bureaus_offices/consumer_affairs_and_dispute_resolution_services.aspx

Other Resources

Movers Associations

Moving Glossary

Akron/Canton, OH	Detroit, MI	Madison, WI	Salt Lake City, UT
Albany, NY	Edmonton, AB	McAllen/Harlingen, TX	San Antonio, TX
Albuquerque, NM	El Paso, TX	Memphis, TN	San Diego, CA
Allentown, PA	Fayetteville, NC	Miami/Fort Lauderdale, FL	San Francisco, CA
Asheville, NC	Flint, MI	Milwaukee, WI	San Jose, CA
Atlanta, GA	Fort Myers/Cape Coral, FL	Minneapolis/St. Paul, MN	Santa Barbara, CA
Augusta, GA	Fresno, CA	Modesto, CA	Santa Rosa, CA
Austin, TX	Grand Rapids, MI	Montreal, QC	Sarasota/Bradenton, FL
Bakersfield, CA	Greensboro/Winston S., NC	Nashville, TN	Scranton/Wilkes Barre, PA
Baltimore, MD	Greenville/Spartanburg, SC	New Orleans, LA	Seattle, WA
Baton Rouge, LA	Hamilton, ON	New York, NY	Spokane, WA
Birmingham, AL	Harrisburg, PA	Newark/Jersey City, NJ	Springfield, MA
Boise, ID	Hartford, CT	Ogden, UT	Springfield/Branson, MO
Boston, MA	Honolulu, HI	Oklahoma City, OK	St. Louis, MO
Bridgeport/New Haven, CT	Houston, TX	Omaha, NE	Stockton, CA
Buffalo, NY	Huntsville/Decatur, AL	Orlando, FL	Syracuse, NY
Calgary, AB	Indianapolis, IN	Palm Bay/Titusville, FL	Tampa/St. Petersburg, FL
Charleston, SC	Jackson, MS	Pensacola, FL	Toledo, OH
Charlotte, NC	Jacksonville, FL	Philadelphia, PA	Toronto, ON
Chattanooga, TN	Kansas City, MO	Phoenix, AZ	Tucson, AZ
Chicago, IL	Kansas City, KS	Pittsburgh, PA	Tulsa, OK
Cincinnati, OH	Kitchener, ON	Portland, OR	Vancouver, BC
Cleveland, OH	Knoxville, TN	Portland, ME	Ventura/Oxnard, CA
Colorado Springs, CO	Lakeland/Winter Haven, FL	Poughkeepsie/Newburgh, NY	Virginia Beach/Norfolk, VA
Columbia, SC	Lancaster, PA	Providence, RI	Visalia/Porterville, CA
Columbus, OH	Lansing, MI	Provo, UT	Washington, DC
Corpus Christi, TX	Las Vegas, NV	Quebec, QC	Waterbury, CT
Dallas/Fort Worth, TX	Lexington, KY	Raleigh/Durham, NC	Wichita, KS
Dayton, OH	Little Rock, AR	Reno/Sparks, NV	Winnipeg, MB
Daytona Beach, FL	London, ON	Richmond, VA	Worcester, MA
Denver, CO	Los Angeles, CA	Rochester, NY	York, PA
Des Moines, IA	Louisville, KY	Sacramento, CA	Youngstown, OH

Alabama	New Brunswick
Alaska	New Hampshire
Alberta	New Jersey
Arizona	New Mexico
Arkansas	New York
British Columbia	Newfoundland
California	North Carolina
Colorado	North Dakota
Connecticut	Northwest Territories
Delaware	Nova Scotia
District of Columbia	Nunavut
Florida	Ohio
Georgia	Oklahoma
Hawaii	Ontario
Idaho	Oregon
Illinois	Pennsylvania
Indiana	Prince Edward Island
Iowa	Quebec
Kansas	Rhode Island
Kentucky	Saskatchewan
Louisiana	South Carolina
Maine	South Dakota
Manitoba	Tennessee
Maryland	Texas
Massachusetts	Utah
Michigan	Vermont
Minnesota	Virginia
Mississippi	Washington
Missouri	West Virginia
Montana	Wisconsin
Nebraska	Wyoming
Nevada	Yukon

Top 10 Things to Know Before Hiring a Mover

Top 5 Questions to Ask Before Hiring a Mover

10 Red Flags of Rogue Mover

Top 9 Things that Make a Great Mover

Spotting Brokers/Middlemen

What's up with Insurance when Hiring a Mover?

How are Moves Priced?

FAQ

Dispute Resolution

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