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Moving This Summer? BBB Tips Can Help Your Find A Trustworthy Mover

The BBB identifies red flags consumers should watch out for when hiring a mover and tips for finding a trustworthy moving company.

Summer is prime time for moving, which can be one of the most stressful events in a consumers' life.

Every year, the Better Business Bureau processes thousands of complaints against movers nationwide. Many of those complaints could have been avoided if consumers had known the red flags to watch for when hiring a mover and what questions to ask when getting a moving estimate..

The BBB has tips that can help consumers avoid moving scams and find movers who are trustworthy. Here's a release that outlines our tips.

St. Louis, Mo., July 10, 2012 – There’s no way to get around the stress of moving, but the Better Business Bureau (BBB) can help you avoid headaches with tips to help you find a reliable mover and recognize red flags of scams that could turn your move into a nightmare.

More than 37 million Americans – about 13 percent of the population – switch homes every year, according to the U.S. Census Bureau.

Although many moves go smoothly, the BBB processes thousands of complaints about movers every year. Common complaints concerned dishonest, careless or unlicensed movers. Consumers were upset about lost or damaged goods or final prices that exceeded estimates. In a few cases, movers held customers’ belongings hostage, asking for thousands of dollars before they would unload the van at its final destination.

One especially egregious case began when a consumer hired a moving company through a classified advertising website. The company quoted a price of $80 an hour, which seemed reasonable. But when the mover arrived at the new apartment, the price jumped to $800, about twice the quoted price. The mover, who was unlicensed, demanded cash and threatened to put the furniture in storage if the consumer didn’t pay.

“Checking a mover’s credentials is vital if you want a safe, trouble-free move,” said Michelle L. Corey, BBB president and CEO. “Consumers can check a mover’s
complaint record in its BBB Business Review at bbb.org or by
calling the BBB.”

An interstate household mover should be licensed with the Federal Motor Carrier
Safety Administration (www.protectyourmove.gov). Movers who operate within a single state are regulated by that state’s government. In Missouri, check with the Transportation Department. In Illinois, complaints can be filed with the attorney general’s office.

Some “red flags” to look out for when hiring a mover include:

  • The mover doesn’t make an on-site inspection of your household goods and gives an estimate over the phone or by email. The estimates often sound—and are—too good to be true.
  • The mover demands cash or a large deposit before the move.
  • The mover doesn’t provide you with a copy of “Your Rights and Responsibilities When You Move,” a booklet movers are required to supply to customers planning
    interstate moves.
  • The company’s website has no address and no information about its registration or insurance.
  • The mover claims all items are covered by its insurance.
  • When you call, the telephone is answered with a generic “movers” or “moving company” rather than the company’s name.
  • Offices or warehouses are in poor condition or don’t exist.
  • On moving day, a rental truck arrives rather than a company-owned or marked fleet truck.

The BBB advises consumers to check a company out carefully. The BBB has more than 17,000 Business Reviews on movers located across North America at www.bbb.org.  More tips:

  • Get at least three written in-home estimates. No legitimate mover will give you a firm price online or over the phone. Remember that the lowest estimate may be an unrealistic low-ball offer that can cost you in the end.
  • Know your rights. Learn about your rights at www.protectyourmove.gov
    or from your state attorney general’s office.
  • Make sure the mover has insurance. The insurance should cover your goods while in transit. However, you may want to consider getting full value protection (insurance), which may add to the cost upfront but could save you headaches after the move. Be sure you understand what the insurance covers, whether items will be repaired, replaced or if you will be offered a cash settlement that you can use to repair or replace the item on your own.
  • Check the mover’s complaint history. BBB Business Reviews include a company’s complaint history with the BBB. Find them at www.bbb.org or by calling 314-645-3300.

Before you do business with a charity or company, check its BBB Business Review at www.bbb.org or by calling 314-645-3300.

About the BBB

The BBB is a nonprofit, business-supported organization that sets and upholds high standards for fair and honest business behavior.  The BBB provides objective advice, free BBB Business Reviews on more than 4 million businesses, 11,000 Charity Reviews, dispute resolution services, alerts and educational information on topics affecting marketplace trust.  Please visit www.bbb.org for more information.

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Sheri Gassaway July 17, 2012 at 05:05 PM
This is great info! I found a company on Craigslist last year and hired them. The owner showed up on moving day and demanded cash up front and could not give me a receipt. I made one up and he signed it. They pulled up in a U-Haul moving truck. The owner left and the movers asked me for tools to take apart my furniture because the owner had taken all the tools with him. Every piece of furniture I own was scratched in the move. So be sure to follow the BBB's tips!
Jerri Stroud July 17, 2012 at 09:20 PM
Thanks for the comments, Sheri. The BBB also has complaints from folks who were quoted one price, then charged another, with their furniture held hostage until they paid.
James Hart July 18, 2012 at 12:25 PM
The BBB is the biggest scam of all; Goggle ABC 20/20. BBB collects their $$$ from businesses and awards graded memberships. Almost all BBB dues paying members are rated A+. BBB deals only in their opinion, not facts.
Jerri Stroud July 18, 2012 at 06:38 PM
Our reviews are verified by our staff, unlike other review services. We check legal filings, government actions against companies and consider how a company responds to complaints, among other factors. BBB Accredited Businesses get no extra points for their rating from being members.

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