Each year, over
40 million Americans move and the average American will relocate eleven
times in his or her lifetime. Yet, despite the frequency with which
people move, most are still intimidated by the process. It is easy to
understand why. After all, you hand over all of your worldly
possessions to strangers who may lose or break them, or even hold them
for ransom. The Better Business Bureaus receive thousands of complaints
every year involving overcharges, late deliveries and damaged or
missing goods. If you prepare however, you can make the experience less
strenuous.
Choosing a Mover
Choosing the right mover can mean the difference between a hassle free
move and a harrowing one. Make sure that the company you use is
licensed, either by the United States Department of Transportation, for
moves from one state to another, or the New York Department of
Transportation, for moves within New York State. You may call the
Commissioner of Transportation for verification at (800) 786-5368. Get
recommendations from friends or from reputable real estate agents. Ask
interstate movers for a copy of their "Annual Performance Report,"
which provides information about the number of claims filed against the
firm for lost or damaged goods, how often the firm made late
deliveries, and how often it incorrectly estimated the final cost of a
move. Check movers' ratings with the Better Business Bureau.
Get written estimates from at least three movers. Estimates given over
the phone can be inaccurate. The estimator must be able to see your
belongings to make a valid estimate. Don't forget to show them
everything,
including things that are stored away in closets, under beds or up in
the attic, and make sure they know about stairs or elevators and any
access problems (for instance, if the moving van would not be able to
pull up close to your home or apartment).
Binding vs. Non-binding Estimates
A
binding estimate is a guaranteed price. The
final price for the move cannot be higher than the binding estimate,
unless you require additional services. Keep in mind that a moving
company may charge you a fee to make a binding estimate and that
binding estimates may run slightly higher than non-binding estimates.
Non-binding estimates are the estimator's best guess
at the cost of your move. In no way does it limit what the actual cost
of the move will be. The mover is not permitted to charge for giving a
non-binding estimate. The final price will be determined by the actual
weight of your goods for an interstate move or the actual number of
hours required to perform a move within NY State. For an interstate
move, if the actual price is higher, at the time of delivery you are
required to pay the estimated cost plus 10%, with the balance due
within 30 days. For a move within New York, you must pay the estimated
cost plus 25%, with the balance due within 15 days. If you cannot pay
the estimate plus percentage at the time of delivery (and most moving
companies require cash or a certified check), the mover is legally
allowed to put your goods in storage, and to charge you storage and
re-delivery fees.
Do not automatically assume that the cheapest estimate is the best deal.
Try and find out why one company may charge you less than another. Is
it because they use substandard equipment or poorly trained workers?
Are their rates lower, or are they estimating fewer hours for the job
than another company? Some movers intentionally underestimate the cost
of a move, a practice referred to as "low-balling." They lure customers
with a low price that they have no intention of charging. Be wary of a
company that thinks your goods weigh much less than other movers
estimate, or that promises that it can do the job in significantly
fewer hours (unless you can get that low price locked in with a binding
estimate).
Order For Service
Once you've chosen a moving company, that company should provide you
with an order for service. The order will note the estimated charge of
the move, any special services you require, such as packing or storage,
and pick-up and delivery dates. Movers will generally give you a range
of dates, rather than a specific date. If you want your goods to arrive
on a particular day, the mover will probably be able to arrange it for
an extra charge.
Never accept a verbal estimate of pick-up and delivery dates or the promise "as soon as possible." If
you are moving out of state, the mover should provide you with a US
Department of Transportation pamphlet called "Your Rights &
Responsibilities When You Move."
The order for service is not a contract. You can cancel up to the day of the move without being liable for any charges.
Packing
If you find your own boxes and pack your belongings yourself, you may
be able to save a significant amount of money. If you do choose to do
your own packing, you may have more difficulty prevailing on a claim if
your goods are damaged. However, according to a survey conducted by
Consumer Reports, just over half of the people who paid the movers to
pack their things reported damage, while only a third of those who
packed their own things did. Ask the movers in advance about their
liability policy on self-packed cartons. Items that are very valuable
or irreplaceable, such as jewelry, family photos, and important
documents, should be packed separately and carried with you. If the
movers pack for you, be very specific about what you want packed. Most
movers will not leave anything behind, including trash.
Bill of Lading
As the movers pack your goods, or as they move your goods on to the
truck, every item should be recorded on the bill of lading. As the
movers list the goods, they will note their condition. Examine this
inventory list carefully, and make sure it is specific. If you disagree
with any of the mover's descriptions, mark it on the inventory. (For
example, if the mover describes a wooden chair as scratched, you may
want to add that only the legs are scratched. That way, if the chair
arrives with a scratched seat or back, you'll have an easier time
making a claim.)
The bill of lading will also list most of the general information from
the order for service, including the price estimate, acceptable forms
of payment, special services, and the range of delivery dates. The bill
of lading is your contract, so read it carefully before you sign it.
Liability
Movers generally provide three types of protection for your goods in
case they are lost or damaged: limited liability, added valuation, and
full value.
Limited liability
is the basic coverage required by law, and it does not cost the
consumer anything. Under limited liability, the mover is responsible
for sixty cents per pound per item for an interstate move, and thirty
cents per pound for a move within New York State. So if the mover drops
a ten-pound television set, the company may owe you as little as six
dollars, despite the TV's actual worth. You must sign a specific
agreement on the bill of lading agreeing to this protection option. With
added valuation protection,
the amount you can collect is based on the current replacement value of
the item, minus depreciation. The amount you pay for this coverage
depends on how much you declare your goods are worth. For a higher
price,
full-value coverage covers the actual cost of an item's
replacement or repair, without any deductible for depreciation. Be sure
to read the fine print for any other deductibles or restrictions. Even
if you purchase coverage, you generally must note on the bill of lading
if a particular item is of very high value (worth more than $100 per
pound).
Before purchasing coverage from the moving company, you may
want to check your homeowner's insurance policy to see if it will cover
your goods during a move. Call your insurance company to find out how
much they would charge to insure your goods during a move, and compare
the options and prices they offer to the moving company's. If your
employer is paying for the move, find out if any special insurance is
available through your company.
Weighing the Shipment
Most interstate movers charge consumers a rate based on the weight of
the goods and the distance they are carried, plus charges for packing
and special services. A few interstate movers charge according to the
volume of the goods (how much space they take up in the truck). The
vehicle is weighed before your goods are loaded (the tare weight) and
after (the gross weight) to determine the shipment's net weight. You
have the right to be present at all weightings. If the net weight
sounds too high, you have the right to ask for a second weighing before
the delivery, at no cost to you. If the goods weigh more at the second
weighing, you must pay the higher rate. Some movers have a minimum
weight requirement, such as 500 or 1000 pounds, and will charge you for
the minimum weight if your goods weigh less. If your shipment appears
to weight less than the mover’s minimum weight, the mover is required
to advise you on the order for service of the minimum cost before
agreeing to transport the shipment. Should the mover fail to advise you
of the minimum charges and your shipment is less than the minimum
weight, the final charges must be based on the actual weight instead of
the minimum weight.
Delivery
Make sure that the movers can reach you when they are ready to deliver
your shipment. If they can't get in touch with you, they will put your
goods in storage, at your expense. Expect to pay for the move as soon
as the truck arrives. Most movers will not unload the shipment until
you have paid for it. Acceptable forms of payment generally include
cash, traveler's check, money order, or certified--not personal--check.
If you can't pay at least the amount of the (non-binding) estimate plus
10% (25% for a move within New York), the movers will store your goods
until you can, and they will demand that you pay storage and
re-delivery fees.
Federal law requires that if an interstate shipment is going to arrive
late, the movers must notify you by phone or telegram, or in person. If
the movers don't deliver your shipment on time, you may be able to
recover any expenses, such as hotel bills, that are caused by the
delay. Save all related receipts. The U.S. Department of Transportation
does not specifically regulate claims made for delayed shipments, so
the movers may be cooperative and reimburse you for all expenses, or
they may force you to sue them. Some movers may require that you
purchase in advance a "guaranteed service" option, which sets a fixed
rate per day that the movers will pay if they deliver late. Find out
the mover's policy on late deliveries in advance. You will probably not
be able to recover any expenses if the mover can show that the delay
was caused by circumstances beyond the company's control, like a
natural disaster.
As the movers unload your belongings, use your inventory list to make
sure that everything has arrived. Check furniture and cartons for
damage, and open boxes containing fragile items. If anything is missing
or damaged, make a note of it on both yours and the driver's inventory
lists. Don't sign for the shipment until you have inspected everything.
If you notice that something is broken after the movers have left,
contact the moving company, and leave the item in its box with all of
the packing materials.
Storage
If you need to store some or all of your possessions, some moving
companies have a storage facility, or you can use an independent
storage warehouse. Within New York City, all storage facilities need to
be licensed by the NYC Department of Consumer Affairs. Contact them at
212-487-4444 to make sure a warehouse is licensed. Before storing your
goods, inspect the premises for cleanliness and security. If the moving
company provides short-term storage, you may need to pay extra to
extend your liability coverage to cover loss or damage that occurs at
the facility. If you have a separate contract with a storage warehouse,
you may want to take out insurance to protect against fire, theft,
water damage, and pests. Before choosing a storage company, check its
record with the Better Business Bureau.
Saving Money
Moving can be very expensive. Some of the following tips may be useful in keeping the cost of your move under control:
- Rates may be negotiable. Interstate movers must post their
rates with the U.S. Department of Transportation, but they can offer
discounts on those rates of up to 50%. More people move during the
summer months than at any other time, so if you move during the off
season, a mover may be willing to charge you less.
- Consider doing some or all of the packing yourself. Find your own boxes; the movers may charge you top dollar for theirs.
- No
matter who does the packing, the fewer things you move, the cheaper the
move will be. Go through all of your belongings and decide what can be
sold, thrown away, or donated to charity.
- Keep your payment receipt, along with records of any other moving expenses; they may be tax deductible.
Filing a Claim
If anything is lost or damaged during the move, ask the moving company
for a claim form, and fill it out as soon as possible (you have nine
months from the date of delivery to file a claim). The movers must
acknowledge the claim within 30 days, and they must deny that claim or
make a settlement offer within 120 days.
Under both federal and state law, movers are required to offer
arbitration for any disputed claim. Any carrier that does not establish
its own program to settle disputes must submit disputes with shippers
to an alternate mechanism for resolving disputes sanctioned by the
commissioner pursuant to rule and regulations.
If you cannot resolve your claim with the moving company, contact the U.S. Department of Transportation at 202-366-4000 (
www.dot.gov), or for a move within New York State, the Department of Transportation at 718-482-4810 (
www.dot.state.ny.us). If a mover is a member of the American Movers Conference (
www.amconf.org),
that organization offers binding arbitration. You must contact them
within 60 days of the dispute. File a complaint against the company
with the Better Business Bureau, which can mediate or arbitrate your
complaint. If you choose to sue the moving company, you generally must
do so within two years.
Moving doesn't have to be a difficult experience. If you plan in
advance, chose your mover carefully, read all the fine print, and
understand your rights and responsibilities, you're on your way to a
successful move.
