Introduction 

Last time, you said, “I’m never moving again!” And the friends and relatives who helped schlep all your stuff from your old place to the new one breathed a sigh of relief. 

But now you are moving again. And the promise of all the beer and pizza in the world will not win back your helpers this time around. You need to spring for professional assistance. 

Read on for help on sorting out your options, including ratings of local moving companies. You will also find advice on getting ready for your move, dealing with the moving company, and steps you can take to keep your costs down. 

How the Industry Works 

To deal effectively with moving companies, it helps to know how the industry works. A key is to know about the differences between local moves and long-distance moves. 

Long-distance, interstate moves—from Philadelphia to Chicago, for example—are regulated by the Federal Motor Carrier Safety Administration (FMCSA), an agency of the U.S. Department of Transportation. The FMCSA has rules regarding documents you must be provided; the mover’s liability for loss of, or damage to, your belongings; types of estimates that can be provided; and other matters. 

The FMCSA does not regulate within-state moves. These are left to states to regulate. Moves that occur within New Jersey are regulated by the New Jersey Office of Consumer Protection; moves that occur within Pennsylvania are governed by the Pennsylvania Public Utilities Commission; Delaware does not have specific laws regulating within-state moves. 

Along with the differences in regulations there are also differences in practice between local and long-distance moves. 

For a local move, you contract with a single company that does the entire job, but for an interstate move, the system is more complex. 

For long-distance moves, interstate carriers (Allied, North American, and United, for example) have been set up to coordinate the operations of many different companies that own trailers and vans and that deal with local customers in communities throughout the country. The object is to create a system in which various small, medium, and large firms that own trucks can arrange to carry customers’ belongings long distances, find other loads to utilize their equipment for the return trip, and find help for packing, loading, and other services wherever needed. 

The roles of interstate carriers, their local agents, and independent contract truckers vary with different companies and different moving jobs. 

Some interstate carriers are represented by their own employees in branch offices. But most rely on independently owned companies to serve as agents. 

The agent company sends someone to your home to prepare an estimate and an “order for service.” If you agree to use the interstate carrier with which the agent is affiliated, the agent will notify the carrier, which will arrange to dispatch a driver and truck to pick up and deliver your goods at the scheduled time. The truck and driver might have any of several relationships to the interstate carrier, including— 

• Interstate carrier-owned truck with driver on carrier’s hourly payroll or salary; 
• Interstate carrier-owned truck with driver working for a percentage of revenue; 
• Driver-owned truck working under contract with the interstate carrier for a percentage of revenue; 
• Truck owned by your local agent working under contract with the interstate carrier for a percentage of revenue; 
• Truck owned by some other agent working under contract with the interstate carrier for a percentage of revenue. 

Most local agents have their own trucks, which they use both for local moves and for interstate moves they perform under contract with the carrier they represent. If your move will be short (say, from Philadelphia to Washington, DC), your local agent company will likely request that the interstate carrier contract back with it to do the haul, and the interstate carrier is likely to honor that request. But for longer distance moves, the interstate carrier’s dispatcher will use any trucks that happen to be in the area and that are free to travel in the direction of your move. Probably these will not be your local agent’s trucks. 

Even if the interstate carrier dispatches a contract trucker from some other part of the country for your move, the agent that has given you your estimate and booked your move is likely to have a substantial role in the move. Your agent can give advice, will provide whatever packing assistance you require, and may be asked by an out-of-area trucker to provide the local hourly labor to load your belongings. 

The charge you pay for your move will be divided among your local booking agent, the interstate carrier, the company that owns the truck that will actually carry the load (possibly an independent truck driver or an agent company from another part of the country), and other companies or hourly workers who may be utilized to pack, load, or unload. The price your local agent offers you will be governed by guidelines set up by its interstate carrier. The local agent will have some discretion as to how much discount to offer, but the interstate carrier’s guidelines are set so that there will be enough money in the job to compensate adequately the various parties that will divide up the work. 

Thinking Ahead 

You’ll need to have several movers come to your home to help you think through the best way to do your move and to give you price quotes. Before you have anyone out, think about what services you’ll want and need; then refine your plans as you learn more from the movers about your options and likely costs. 

What Can You Haul Yourself? 

You’ll save a lot of money by doing all of the work yourself (see below) and you may be able to cut your costs considerably by simply dividing up the work. For a short, local move, you can make trips back and forth with your own car. For either a short or long haul, you can rent a truck. You might haul boxes and other small items, accounting for a substantial amount of the weight and potential cost of a move, while leaving it to a mover to handle the piano, the dressers, and other hard-to-move items. 

Regardless of potential savings on moving charges, you should plan to handle jewelry, framed art, and especially valuable belongings on your own. 

Who Will Pack? 

You can also save by doing the packing yourself. On some moves, especially local moves, having the moving company pack for you might amount to half or more of the company’s price. 

But having a company pack for you saves you time. And it gives you a better basis for filing a claim if damage occurs. Most movers will not pay a claim for damage to items you packed unless the outside of the carton has been visibly damaged. 

One solution is for you to pack items that aren’t fragile and for the mover to pack high-risk items. You’ll be able to make a better decision on how to divide up the packing task if you get companies to give you alternative price quotes—for packing by you and for packing by the company. 

When to Move? 

Think carefully about the date for your move. If you have flexibility, give yourself enough lead time. Preparation will probably take longer than you expect, and an otherwise easy move can be made miserable if you have to work frantically to meet a short deadline. 

It may be hard to get the best mover at the best price during certain busy times. May through September are the busiest months. Some companies charge 10 percent or 15 percent more during these months. Also, the end of each month is usually busier than the middle of the month, and Saturdays are usually the busiest days. 

What to Move? 

Go through all parts of your home and identify the items you’ll want the mover to handle. Remember, whatever you can sell, give away, or throw away will save you money. The longer the move, the more you save by lightening the load. Consider having a yard sale or placing ads on Craigslist to sell things you don’t need. You can also donate belongings to charitable organizations or give them to friends and neighbors. (You may want to get estimates for moving with and without certain large items to help decide what to leave behind.) 

Where to Get Boxes? 

If you have your mover supply the packing boxes, the charge for these boxes might be more than $600 for an average-size home, and our surveys revealed a wide variation in prices of boxes. But some movers will supply used boxes for free, and you can often get discarded boxes from local retailers or from other local companies that receive shipments in boxes (such as supermarkets and copy shops). In addition, you can check prices for new boxes from companies that sell packaging materials; their prices may (but may not) be better than the prices movers offer. 

What Insurance? 

Your mover’s standard contract language will probably severely limit its liability for loss or damage (scratches, broken legs, fire damage, etc.) to your belongings. Most movers offer additional “valuation” insurance protection. But before you pay several hundred dollars for moving insurance, check your homeowners or renters insurance policy; you may already be covered. If not, you’ll need to decide how much risk you want to take (see below). 

How Tight a Schedule? 

To be profitable, long-distance companies often book several households on a single truck. One trailer can carry three or four loads. Setting accurate pickup and delivery dates is very difficult since a delay with one load affects the others. Long delays (five days or more) are more common on deliveries than on pickups, but the problem occurs at both ends. 

At best, delays are inconvenient. If pickup is late, you may be stuck with your belongings packed, utilities shut off, and possibly a commitment to a buyer or a landlord to be out by a certain date. If delivery is late, you may have to live with the bare essentials you brought with you, and you may be forced to go to a hotel. Although you can make a claim for costs resulting from delays, there is no way to be compensated fully for the inconvenience. 

If you have room for error—friends to stay with at your destination and no date when you have to be out of your old home—you can afford simply to hope for the best. But if the date is critical, you will want to focus your shopping on movers that rated high for promptness on our customer survey (see our Ratings Tables). Also, many movers offer an option called guaranteed pickup and delivery service. Under this service, if the mover fails to pick up or deliver your shipment on the agreed upon dates, the mover will reimburse you for the delay. A common provision provides for a payment of $125 for each day that the shipment is delayed. Another common practice is for the mover to reimburse you for a portion of your living expenses (hotels and meals) caused by the delay. A guaranteed pickup and delivery provision will save you from having to prove damages and will create a strong incentive for your mover to be on time. Although an extra fee is sometimes charged for this provision, it may be worth the cost if you are on a tight schedule. 

Will You Need Storage Services? 

If your new home won’t be ready for you by the time you must leave the old, or if there won’t be room in the new home for some of your belongings, you will probably want the mover to arrange for storage. Get documents indicating where the goods will be stored. Check on the charges. If possible, inspect the condition of the storage facilities. Also get proof of insurance showing that your belongings will be covered against theft, fire, and other risks while stored; the insurance coverage for goods in transit will not cover them while in long-term storage. 

If you aren’t available at your new home when the mover arrives, the driver may unload the goods into temporary storage in order to get at another customer’s belongings on the same truck. Try to avoid this extra unloading and loading because you substantially increase the risk of damage. 

Do You Have Special Items? 

Most companies will charge extra to handle certain bulky or exceptionally heavy items, such as pianos, ride-on lawnmowers, or grandfather clocks. 

Is Your Move Unusual in Some Way? 

Movers can be expected to charge more if they will encounter special conditions that add to the time or effort required, so you’ll want to discuss such matters with company representatives when getting estimates. For example, movers’ price schedules may include special charges if the truck won’t be able to get down the street to your home and a small truck will be needed to shuttle your belongings or if the truck has to make an extra stop to pick up or drop off belongings at an additional location. 

Finding a Reputable Mover 

Once you have given some thought to the details of your move, you will want to select companies to come to your home and bid on the job. Naturally, you’ll want firms that can be expected to provide you reliable bids and other helpful information, take good care of your belongings, take care of both the home you’re leaving and the home you’re moving into, and do the job on time. We have information to help you find such firms for both local moves and interstate moves. 

For Local Moves 

Feedback from Customers 

“Where did they find these guys?” is a common question asked by our subscribers when submitting feedback on moving companies they have used. But the tone in which it’s uttered depends in large part on which firm they’ve hired to do the work. For some moving outfits, it is almost always said in appreciation— 

“A courteous and accurate estimate was followed by excellent service. The workers treated the household items like they were their own. They were courteous, hard working and friendly. They were flexible when my wife and I asked them to relocate some furniture that had already been placed in our new home. They packed our goods as well and every item was perfectly treated.” 

“Hard-working, cheerful, and careful movers. They also demonstrated great creativity in their approach to moving things up and down the narrow stairs of our old house. We could not have done this move without them.” 

“I had a tough move, taking a large sofa bed out of a basement, and moving a lot of heavy things into a fourth-floor walkup apartment (no service elevator). The [movers] came exactly on time, got my stuff out of the house quickly, into the new place quickly, all within the time estimate given to me...and they even went back to fix a nick in the wall of the old place incurred during the difficult sofa bed extraction.” 

“This was by far the best move I’ve ever had. They wrapped everything that wasn’t boxed that could get damaged. I had almost 300 items and they were done in 6.5 hours. Wow.” 

“GREAT experience—and how many people can say that when they move?” 

But we find that there are alarming numbers of instances where nothing seemed to go as planned— 

“They showed up seven hours late and took 24 hours to move a townhouse and quadrupled the quoted rate. They also damaged furniture and it took forever to get them to pay for it.” 

“Actual price exceeded original quote. The movers were late, they did not have the proper equipment to move large pieces of furniture, and no one seemed to care or think this was an issue, except me... Four large pieces of furniture were damaged...” 

“Worst movers I have ever experienced. Cost twice as much as estimated. Numerous items damaged. Cell phone stolen. Nonexistent reply to follow-up complaints.” 

“The estimate was grossly under-quoted and final price ended up being about 25 percent above quoted cost. The packers did not complete the packing and left many items unfinished. As a result, the movers took much longer than expected because they had to finish packing. Some items were left behind at the old house. The owner...ignored (and refused to return) numerous phone calls when we called to complain.” 

“Came late, overcharged, did not pay for broken and damaged pieces, did not finish the move. I had to hire someone else to finish. Overall cost [was] 50 percent more than promised because of this and took another day. Move was only five miles.” 

“Movers not physically up to the job. One had to stop from exhaustion after three hours, leaving only one other mover. My husband and I had to do half the work ourselves...” 

our Ratings Tables tell you how local CHECKBOOK and Consumer Reports subscribers we surveyed rated moving firms they had used for local moves. The rated firms include some that do only local moves and some that also serve as agents for interstate carriers. our Ratings Tables show all firms that were rated by at least 10 customers on this survey. (For more information on our customer survey and other research methods, click here.) As you can see, there are substantial differences in how the firms were evaluated. 

Complaint Histories 

On our Ratings Tables, for each firm that is located in Pennsylvania or Delaware and that was evaluated in our last full, published article, we show the number of complaints on file with the Better Business Bureau (BBB) Serving Eastern Pennsylvania or the BBB of Delaware for a recent three-year period. We asked the BBB of New Jersey to allow us to report complaint information for firms located there, but we had not yet been able to secure permission to do so when we went to print with this issue. 

Where we were able to, we have also reported on our Ratings Tables a complaint rate for each firm, calculated by dividing the number of complaints by our measure of the number of full-time-equivalent movers who work for the firms. These complaint rates are intended as a rough way to take into account volume of work and the fact that firms that do more work are exposed to a greater risk of incurring complaints. 

You can check current BBB complaint information on any firm by contacting the BBB where the firm is located (see below for contact information). For firms that were evaluated in our last full, published article, in the details under the firm’s listing, click a link to the local BBB to go directly to the BBB’s most up-to-date report on any complaints about the firm. 

Certified Moving Consultants 

A moving consultant is the person who comes to your home to give an estimate and to give advice on packing and other moving matters. To become a certified moving consultant by the American Moving & Storage Association, a consultant must pass written and practical tests. Certification indicates knowledge but says nothing about whether an individual practices “lowball” bidding or other unethical behavior. In fact, we have found that firms with certified moving consultants score somewhat lower on our customer survey than other firms. 

Affiliation with Interstate Carriers 

We have indicated which firms are agents for interstate carriers. You might expect interstate carriers to select only the “cream of the crop” to be their agents. But our customer survey data do not support this theory. In fact, the data show that the companies that are agents of interstate carriers were rated quite a bit lower than the companies that are independent interstate carriers or do only local moves. 

Insurance Coverage 

You will want to be sure that the company you use has liability insurance coverage for damage it does to your house, to the property of your neighbors, or to any person, and that it has workers’ compensation coverage to compensate any of its workers injured while working on your property (otherwise you could be liable to these workers). Ask for written proof of insurance before signing a contract with a mover. 

In addition, you will want to consider only companies that offer the level of insurance you desire against possible damage to the belongings you will be moving. Some companies offer only limited coverage on local moves—even if you are willing to pay for more (see below). 

For Interstate Moves 

If you will be making a long-distance, interstate move, there are other considerations in sizing up quality. 

Keep in mind that each major carrier uses dozens of different local agent companies around the country and hundreds of driver-operators. The interstate carriers presumably make an effort to maintain overall quality throughout their systems, but industry experts say that there is substantial variation within each system. 

You will enhance your chances of having a successful interstate move by choosing a high-quality local agent. Although your local agent probably won’t be the one hauling your goods or unloading them at the other end, it likely will be the one that does the packing and it may provide help loading the truck. In addition, a good local agent can advise you on how to plan your move so that it goes smoothly, how to pack properly, and how to keep your costs to a minimum. And your local agent can step in on your behalf if problems occur with the driver or with personnel at the destination end of your trip. 

You can give yourself a little additional protection on an interstate move by checking that your mover is properly registered and insured. Call the FMCSA at 888-368-7238 or visit www.protectyourmove.gov to look up the licensure status of interstate movers you are considering. 

Keeping Costs Under Control 

Good service is only part of the picture, of course—you also want a good price. And it’s likely that you’ll find substantial price differences. 

For an Intrastate Move 

For local, within-state moves, almost all firms set their prices based on the number of workers and the amount of time needed for the job. If you want help packing, the price will also include a charge for any containers the company must supply. 

Note that if you are moving within Pennsylvania and you are moving over 40 road miles, charges are based on mileage and weight and priced according to rate tariffs that firms must file with the state. 

The only way to get a good price is to have several different firms send representatives to your home to give you estimates. For customers who will be doing the packing themselves, many firms are willing to offer either a binding estimate/fixed-price contract or an estimate with a cap (you won’t pay more than the cap and will pay less if less than the estimated time is required). But many other firms will offer only nonbinding estimates, and we’ve found that few firms will commit to a binding estimate for the packing portion of moving jobs. 

We strongly recommend that you get either a fixed price or an estimate with a cap. Otherwise, you risk that the company will work more slowly, and that you’ll pay more, than estimated. Also, without a binding price from each firm, you don’t have a sound basis for comparing firms’ prices. 

Some companies will argue that a binding estimate has to be inflated just to cover contingencies and, therefore, that a nonbinding estimate will usually mean a less-costly move. We doubt it. If a company knows it is competing with several other bidders, its binding estimate will be its best guess of the true (non-inflated) cost, taking all the contingencies into account. 

When you are getting quotes, keep in mind that an estimate with a cap may be preferable to a quote for a fixed-price contract if the dollar amount is the same. There is always a chance that the job will come in at less than the capped amount. But you must get the firm to include in its estimate the number of workers, the estimated hours, the hourly rate, and any other details; then you can check whether the job went faster than estimated. 

Be sure your quote details the services to be performed and the goods to be transported. Otherwise, you may find yourself on moving day in a dispute with the mover, who wants to charge you extra for work you thought was included. It’s a good idea to prepare a written inventory describing the rooms and the major items to be moved; then have the estimate refer to this list, with an attached copy. 

To illustrate the range of prices you might expect to find when getting bids, Table 1 shows illustrative prices for three local moves. As Table 1 shows, our shoppers collected widely divergent prices. For example, our shopper who was getting prices to pack and move a three-bedroom house to another home about 14 miles away collected prices ranging from less than $2,600 to more than $5,000. 

our Ratings Tables report hourly labor rates each firm told us it charges for three-, four-, five-, and six-person crews. As you can see, the hourly rates varied substantially, with the range for a five-person crew from a low of $130 to a high of $216. 

A firm’s rates often vary depending upon the time of year, with higher charges during the peak season (which runs from May through September) than during other months of the year. The rates on our Ratings Tables are for the peak season. 

Don’t assume that you can count on a good price just because a firm offers low hourly rates. The only reliable tactic is to have several firms come to your home to bid. You’ll also learn a lot in that process. 

For an Interstate Move 

For interstate moves, companies must operate under a tariff system that calculates the costs of moves using weight and mileage, not hours. Companies’ tariffs also provide for special charges for packing, and for exceptional matters such as storage, extra stops, and waiting time. 

A company’s specific tariff rate for a given move is somewhat irrelevant, since it can still have its own exceptions to the general tariff. Usually, a company simply agrees to discount its tariff rate, or portions of its tariff rate, by a specified percentage. It might, for example, agree to give you a 35 percent discount off its full rates for the long-haul part of its charges and a 20 percent discount off its rates for packing. 

If you wish to have your move governed in this way by the tariff less specified discounts, you should have the company give you a nonbinding estimate, which will show its rates and the promised discount. Then, actual charges will be determined during the move itself. For example, the company’s estimate will include an estimated weight; at the time of your move, the truck will be weighed before and after your load is added; and you will be charged for the actual weight of your load rather than the estimated weight. 

Alternatively, a mover can offer you a binding estimate. You will have to pay no more and no less as long as you don’t make any changes in the job. If you add work after the estimate is prepared—additional furniture you hadn’t planned to take, for instance—your estimate will have to be refigured. 

In preparing a binding estimate, a company will probably consider the same factors it would consider in preparing a nonbinding estimate—weight, miles, special circumstances, etc. By having estimators follow similar guidelines, a carrier ensures that bids prepared by different agents are similar. That’s important since the revenue of the carrier, an independent driver-operator, and a destination city agent will all be affected by the price charged by the booking agent. But when a binding bid is being prepared, the guidelines are important only for the company’s internal purposes: you pay the bottom line quoted price even if the load the company quoted on turns out to weigh far more or less, or packing takes far longer or shorter, than expected. 

Many companies offer a third option: an estimate with a binding maximum, usually referred to as a “not-to-exceed price.” You won’t have to pay more than this maximum but you will pay less if your load is lighter than expected. 

The easiest way to compare movers is to get a binding estimate or an estimate with a binding maximum. But if you don’t yet know exactly which items you’ll be moving, you can use a nonbinding estimate with regard to the long-haul charges for the move. Just be sure to get the estimates in writing and to understand what each estimate does and does not include. It is risky not to get a binding total price for the packing and packaging materials portion of the job, however, because you’ll have no way to be sure the company packs efficiently. 

Table 2 includes a few illustrative prices for three long-distance moves as quoted to our shoppers by phone. These prices are estimates based on a specified shipment weight, mileage, and level of valuation insurance coverage. No packing is included (since an estimate for packing can’t be given by phone). The prices simply reflect each company’s tariff and the discount it was offering at the time it quoted. Prices might have been significantly different if the companies had gone to the home and given a binding estimate. We found big price differences. For instance, for moving 8,500 pounds of household goods from Philadelphia to Chicago, prices ranged from $2,649 to $5,448. 

What You’ll Need to Do 

Our comparative data on moving firms will help you find a good one. But to get the best possible service from the one you choose takes a good deal of care. A few key points are discussed below. 

Getting Ready 

The big job before moving day is packing. If you have decided to do your own packing, ask the mover for advice and instructional materials. You must pack properly or the mover may not be liable for damage to packed items. You can buy packing materials from your mover or from local suppliers. Some movers will loan or give you used packing materials if they have materials available. 

Settling into your new home will be easier if you note the contents on the outside of each carton. Tape the cartons closed so you will be able to tell on delivery day that they have not been opened and that contents have not been removed. 

In addition to packing, you have to make certain other preparations. If you plan to take major appliances such as a refrigerator or washing machine, they have to be disconnected and prepared for shipping in accordance with owners’ manuals. Draperies and tacked-down rugs must be prepared for shipment. Also, notify the post office, newspaper carrier, and other service providers, and arrange to pick up bank, school, and other important records. 

A key job before moving day is to prepare a detailed inventory. List all important items you’re moving, noting any defects or damage to any item. For books, clothes, and other items of no special value, you can simply list “box of books” or “box of children’s clothes.” But all items of significant value should be listed individually. To document the existence and condition of items, it’s a good idea to use a camcorder or take photographs. Don’t take any chances with small items that have high monetary value, such as jewelry, or things with great sentimental value, such as photograph albums. Just move them yourself. 

During the Move 

On moving day, be there. Be attentive. 

Be sure your mover prepares an inventory of your belongings, including cartons, by number. The inventory you’ve prepared in advance should be the basis for the mover’s inventory. Be sure the company’s inventory specifies the condition of each item. If you think the condition is better than the mover thinks it is, be sure to note your disagreement on the document. The mover will ask you to sign the inventory. He or she should sign it also and give you a copy. This will be your evidence if goods don’t show up or show up damaged. 

On an interstate move, get the name, address, and phone number of the agent you will deal with at the destination. Be sure the driver knows how to reach you if the shipment is delayed. 

Read the Bill of Lading, which is the contract between you and the mover, before you sign it. The Bill of Lading is a very important document. Keep it with you until your shipment is delivered, all charges are paid, and all claims, if any, are settled. 

While your goods are in transit on a long-distance move, keep in contact with the mover’s agent at your destination. 

At the Other End 

Again, on delivery day, be there. 

On an interstate move, if you are not there within a few hours of the time the truck arrives (two hours in the case of most movers), the mover has the right to put your goods into storage and charge you for it. 

Unless you have made other arrangements, have cash, a certified check, or traveler’s checks ready to pay the mover. Ordinarily, movers expect to be paid before unloading, so you’ll need to make sure that you have enough money on hand to cover costs. Some firms accept credit cards, and you should take advantage of this. Using a credit card relieves you of the risks of holding or traveling with a large amount of cash and gives you rights under the Fair Credit Billing Act and under card-issuer policies to dispute a credit card charge if you find some of your goods missing or broken after a more thorough inspection. 

Plan where you want things in advance so you can tell the mover where to put them. 

Check the condition of each item as it is unloaded and check your inventory to be sure each item has arrived. You probably will not have time to open every carton, but do check those with especially fragile or valuable items (don’t ship jewelry or other small valuables). The mover will probably ask you to sign a copy of the inventory acknowledging receipt of the goods in the condition described. Don’t sign the inventory or any other paper without first writing in notes of any damage that has occurred. A signed document that does not note damage will make it hard to collect for damage later. 

If a carton is damaged on the outside, open it and check for damage to goods inside. But, of course, items inside can be damaged even if a carton looks fine, so note on the inventory that your approval is “subject to later discovery of concealed damage.” 

Open cartons as promptly as possible after moving day to check for damage inside. If you find damage, notify the mover promptly and keep the broken items and packing materials as they were in the box so the mover’s claims representative can check them. 

Resolving Disputes 

If your property is lost or damaged or if you incur expenses because of a mover’s delay, you can claim damages. 

Local Moves 

If you have a dispute with a local mover, first try to solve the problem by talking to the mover. If you and the mover can’t come to an agreement, you can file a complaint with a government agency or the Better Business Bureau or sue in small claims court (see below for addresses and phone numbers of complaint-handling agencies). 

Interstate Moves 

If you have a dispute with an interstate mover, send a claim letter to the mover’s main office (not its local agent). You have nine months to file a claim with the mover. The mover must acknowledge your claim within 30 days and must make an offer of settlement, pay, or deny your claim within 120 days (or, if there is a delay, must provide you a written status report every 60 days after the 120 day period). 

Since the Interstate Commerce Commission was abolished in 1995, there is no longer a federal agency authorized to settle disputes between interstate movers and their customers. If you have trouble settling, you have two options: 

• You can participate in binding arbitration. Interstate movers are required by the FMCSA to participate in a dispute settlement program. There are some limitations, however. Arbitration is mandatory only for loss and damage claims of up to $5,000 on interstate moves of household goods for individual shippers. Claims other than loss or damage or greater than $5,000 may be resolved through arbitration only if both you and the mover agree to the arbitration. 

The American Moving and Storage Association (AMSA) offers an arbitration program for interstate movers and their customers. To participate, you must send a letter to AMSA within 60 days of the mover’s final offer or denial of your claim. If your claim cannot be settled and your case proceeds to arbitration, you’ll pay half of the administrative fee, which is $500 for claims of $10,000 or less (if your claim is for more than $10,000, the administrative fee gets progressively larger, depending on the size of the claim). After reaching a final decision, the arbitrator may decide to refund part or all of your portion of the fee, depending on the circumstances of your case. 

To receive more information about arbitration, visit www.moving.org or write to request a copy of the program rules and sample forms from the American Moving and Storage Association, Attention: Dispute Settlement Program, 1611 Duke Street, Alexandria, VA 22314. 

• You can sue. You must bring a lawsuit against an interstate mover within two years of the date that the mover first gave written notice denying any part of your claim. The FMCSA (888-368-7238 or www.protectyourmove.gov) will provide you with the name and address of the mover’s agent for service of legal process. 

An interstate mover is required to provide its customers with certain information. If you are not given a pamphlet called Your Rights and Responsibilities When You Move (prepared by the FMCSA), then ask your interstate mover for a copy. Also, an interstate mover must give customers written information describing its process for handling questions and complaints. Make sure you receive this information before you move. 

Making Your Own Move 

Moving yourself is hard work, but it does have advantages over hiring a company. It’s cheaper, you can take special care with prized belongings, and you can move when you want. 

Renting a Truck 

If you decide to do it yourself, a truck (or trailer) rental will probably be your biggest expense. Several things affect rental costs: the size of truck you need, the day of the week and time of the month for which you rent, whether you want to drop off the vehicle at a distant destination or can bring it back to where you rented it, and how far you’ll be traveling. 

For both local (roundtrip) and long-distance (one-way) rentals, firms generally charge a flat daily fee, plus a mileage rate. In the past, we have shopped truck rental agencies for their rates and found substantial firm-to-firm variation. It pays to shop. 

Before beginning your shopping, estimate the distance you’ll be driving. A firm that looks high because of its daily fee may actually be your best buy because of a low per-mile rate. (Remember also that you buy the gas.) When shopping, be sure to find out when you must return the truck to avoid being charged for another day. 

You may even want to shop around at different locations within the same rental company, since in some cases, we have found different prices at firms’ different locations. 

Be sure to ask for specials. And keep in mind that many rental firms have higher rates on weekends than during the week. 

Some area rental firms require that you pick up and drop off the vehicle at the same location if you’re making a local move. Others allow you to drop off the truck at a different area location; just be aware that rates for such rentals tend to be high. 

Rules of thumb for estimating the size of the truck you’ll need: a 12-foot truck holds about three rooms of furniture; an 18-foot truck holds about five or six rooms; a 24-foot truck holds about eight or nine rooms. Of course, this is a rough guide, and the size you need depends on the type of furniture you have and how you pack. If you have old, bulky pieces, you’ll want a little extra truck space. The same is true if you’re moving large appliances. 

You can make the most of your truck’s space by taking apart furniture where it’s practical. Make sure to package and label parts and hardware and bring along instructions for reassembly. 

Always load the heaviest items forward, near the cab. Load your belongings in a way that will prevent shifting, and use rope to fasten your load. 

You can rent dollies and hand trucks from most firms for $5 to $20 each per day. Some firms provide furniture pads for free; others will rent pads for about $10 to $15 per day. Drape the pads over your furniture to prevent scratching when a piece shifts or slides. 

“Self-Service” Moves 

If you don’t want to shell out thousands of dollars to a professional mover but the prospect of driving a large moving truck—filled with all of your possessions—through city streets or cross-country makes you feel woozy, you can opt to hire a self-service moving company. Self-service moving companies will drop off a cargo container, truck trailer, or truck at your house so you can load it on your own; then at a prearranged time the company returns and drives the load to the destination, where you unload it. 

Using a self-service mover will likely cost more than renting a truck to drive on your own. But you’ll likely save considerably compared to hiring a professional moving outfit—for a local, self-service move using a 16-foot long container, self-service movers quoted us prices between $300 and $375. 

If you’re considering the self-service-moving option, make sure to ask firms you’re considering about costs to purchase extra insurance coverage. Since self-service movers are simply transporting—not handling—your belongings, they are not really household movers at all, but rather freight carriers. This distinction is important because basic insurance coverage for freight is set at only $.10 per pound—coverage that will almost certainly be too low for your belongings. 

Self-service movers will also rent out their cargo containers for use as self-storage devices, which may be a very convenient option for homeowners who wish to clear out a house in advance of a major remodeling project but don’t want to have to truck their belongings back and forth between the house and a self-storage facility. 

Beware of Brokers 

In recent years, more and more moving brokers have begun to do business over the Internet, offering to find consumers the lowest rate from movers in the area, typically for long-distance moves. These firms usually do not own or operate any trucks or equipment themselves; they simply collect a deposit and then arrange for your move to be handled by a moving company. 

The problem with such an arrangement is that you’ll have no control over who actually performs the work. Since the broker chooses the mover, you may be left having to deal with an inferior outfit, and since the broker typically collects its fee up front, it may be uninterested in helping you if you have a dispute with the mover. Even worse, the American Moving and Storage Association has found that some brokers work with mainly unlicensed or otherwise disreputable moving companies. And over the course of the last few years, consumer agencies have seen a sharp increase in the thousands of complaints they receive each year about moving brokers; many complaints are filed by consumers whose brokers contracted with rogue movers that did not honor previous price estimates once the truck reached its destination. 

Our advice: just stay away from the Internet when shopping for a mover. If a moving company can’t be reached via telephone, or won’t come to your home to provide an on-site, written estimate, you probably won’t want to trust it with your belongings. 

Moving Violations 

Below are the most common kinds of complaints we found in the reviews of moving companies we received from surveyed CHECKBOOKsubscribers. 

• Damage to home or belongings, lost items, or alleged theft. Mentioned in 50 percent of complaints. 
• Customer service—There was lack of responsiveness by firm’s staff, poor communication, or rude treatment by staff or workers. Mentioned in 35 percent of complaints. 
• Attempt to charge more than originally estimated or quoted. Mentioned in 33 percent of complaints. 
• Promptness—Work took too long to complete or firm was late for or missed appointments. Mentioned in 26 percent of complaints. 
• Incompetence—Workers were untrained, packing work was improperly completed, or placement of items was wrong. Mentioned in 18 percent of complaints. 
• Reliability—Firm was unwilling to address or resolve disputes or did not fulfill contract. Mentioned in 14 percent of complaints. 
• Price—Firm’s fees were considered too expensive. Mentioned in five percent of complaints. 
• Poor clean-up. Mentioned in three percent of complaints. 

Coverage for Loss and Damage 

Your homeowners insurance policy may cover losses from specified risks such as fire and theft while your goods are being moved out of one home or into another. But the policy probably won’t cover the types of damage likely to be caused by a mover—scratches from careless handling or breaks resulting from dropping an item, for example. Your mover theoretically is liable for such damage while the items are in its control, but most movers routinely limit their liability in the contract you sign. For interstate moves, your options are fairly straightforward; for local moves, the options are more muddled. Make sure you fully understand the various options before making a choice. 

Interstate Moves 

There are several forms of protection against loss caused by interstate movers. 

• Full Value Protection 

Interstate movers must offer plans that cover the full cost of repair or replacement of lost or damaged goods. Each carrier sets its own price for this protection. Typically, the price is about $9 per $1,000 of coverage. By agreeing to a deductible, you can reduce the cost dramatically; for example, if you agree to have no protection for up to $250 of loss, your rate is likely to drop to about $4.50 per $1,000 of coverage. 

You can decide at what level to value your goods, as long as the minimum level of protection is at least $5,000 and is at least equal to the number of pounds of the shipment multiplied by $4. For example, if you decide to get $50,000 worth of coverage, expect to pay about $450 for the no-deductible level of liability or about $225 based on a $250 deductible level. 

• Released Value 

To avoid paying the added valuation charges, you may wish to get very limited coverage based on the weight of each item. Under this option, if an item is damaged or lost, you are reimbursed for repairs or replacement up to the actual value of the item subject to a limit of $0.60 times the number of pounds the item weighs. Under this option, you would be paid only $6 for a 10-pound item, although its value might be much greater. This level of coverage costs nothing, but to get it, you must specifically request it on your Bill of Lading. 

• Separate Liability Insurance 

Some movers may sell you separate liability insurance through a third-party insurance company. While the other forms of protection are referred to as “valuation protection,” this form of protection is properly referred to as insurance and is regulated under state law. If you buy such insurance, the mover is liable only up to $0.60 per pound per article (as in released value coverage). If you have a claim that exceeds this amount, the remainder is paid by the third-party insurance company. 

When you purchase separate liability insurance, the mover must provide you with a copy of the policy or a written record of the purchase. Otherwise, the mover becomes fully liable for any claim for loss or damage due to its negligence. 

Local Moves 

You can determine a local moving company’s liability for damage to your goods by examining its Bill of Lading and other documents it may provide. 

Many companies will limit their liability drastically—for example, to a $0.60 per pound level comparable to the “released value” option on interstate moves. Then they may sell you additional coverage if you want it. Some companies include the cost of damage coverage as part of their regular rates. Be sure a company’s coverage for damage to your goods is set out in writing on your Bill of Lading or in some other document. 

Consumer Countdown to Moving Day 

The following are steps recommended by the American Moving and Storage Association as preparations for moving day. 

At Eight Weeks 

• Obtain estimates from different companies and select the one that best meets your needs. 

At Six Weeks 

• Meet with your mover and discuss all details, costs, insurance, packing, loading, delivery, and claims procedures. 

At Four Weeks 

• If the mover will be doing the packing, arrange for packing to be done one to two days before loading. 
• If packing yourself, begin packing. 
• Sort through and throw out, give away, or sell belongings you don’t want or need. 
• If necessary, arrange for storage of your goods. 
• Send furniture, drapes, carpets for repair or cleaning. 

At Three Weeks 

• Arrange to have appliances, utilities, and telephones disconnected in your old house. Arrange utility and telephone hookup for your new house. 
• Make travel arrangements and hotel reservations for your trip. 
• Apartment dwellers—reserve elevator for pickup and/or delivery day. 
• Obtain medical, dental, and veterinarian records. 

At Two Weeks 

• Mail change-of-address cards. 
• Make special arrangements for transporting pets and plants. 
• Take care of bills, stocks, and bank accounts. 

At One Week 

• Arrange for a babysitter on moving day. 
• Transfer prescriptions. 
• Arrange for delivery services (newspapers, etc.) to be discontinued. 

One to Two Days Before 

• Have mover pack your goods. 
• Defrost and dry refrigerators and freezers to be moved. 
• Arrange for cash/traveler’s checks for trip and expenses and payment to mover. 
• If traveling by car, check your tires, water, battery, oil, and wipers. 

Better Business Bureaus 

Better Business Bureau of Delaware
60 Reads Way
New Castle, DE 19720
302-230-0108
www.wilmington.bbb.org

Better Business Bureau of New Jersey
1700 Whitehorse-Hamilton Sq. Road
Trenton, NJ 08690
609-588-0808
www.newjersey.bbb.org

Better Business Bureau Serving Eastern Pennsylvania
1880 JFK Boulevard, #1330
Philadelphia, PA 19103
215-985-9313
www.easternpa.bbb.org