We should always prepare for all kind of scenarios when moving – both good and bad. The good ones are easy; it’s the bad ones that will test your. Broken furniture, hidden fees and even having your belongings held for ransom – these things do happen and it would be foolish for anyone to think that “it would never happen to me.” But being prepared for such eventualities can be easy – and will save you money and headaches in the long run.

Do Your Homework

Remember, you’re entrusting almost ALL your worldy possessions to these people. Do research on the company before hiring them. Most likely, you’ve probably asked friends and family about moving companies they may have used. Even though they’re not some random company you’ve picked from the phone book – still you must do your due diligence. Have a number of companies on your shortlist.Here’s a tip: call some local real estate agents and ask for some recommendations.  If you’re searching online, look for a local address and phone numbers. Call the numbers and make sure it’s not a generic “moving company” and that a human answers the phone.

Check their business license, if it’s current. Go to the Better Business Bureau to check on their status and any complaints lodged against them.  See how long they’ve been in business by checking their incorporation date.

Always, always check references that are given to you and ask for at least 3 references – the older the better (at least 3 years old), because that means the company has been around for while.

When talking with your movers, find out the pricing scheme, such as how much they would charge per hour, per mile, per pound, etc. Never take estimates over the phone – they should perform a “walk through” inspection before giving you any estimate. Some companies may ask for a nominal fee for a binding estimate, where the mover sets a rate and promises not to go over that amount. This may be a good way to protect yourself.

They should always have insurance, at the very least, some type of limited liability insurance that will cover the most basic damages (check out an earlier blog post about moving insurance). Ask them about the type of moving equipment they have, their trucks, how old they are etc. It’s perfectly ok to ask to see their facility and inspect their equipment. How do they deal with fragile items or bulky, heavy items. Of course you’ll need to know their general policies – what time do they show up, how long will it take them and what happens if something goes wrong, like if they arrive late or get lost on the way.

Read the Fine Print!

Read every single word on a contract before signing it! If something is unclear, ask the moving company about it. If there are any clauses you don’t agree with, ask them to change it. Rules vary per state, but because of the dissolution of the Interstate Commerce Commission in 1995  the moving industry has few regulations. What happens if they arrive earlier than you do – they might charge you for storage services. What are their liabilities if they lose or damage your belongings. How do you pay for their services.

By law, they must give you a copy of  “Your Rights and Responsibilities When You Move” before the move.

Making Complaints

If the unfortunate does happen, what should you do? First, try to resolve the problem with the company -  it could all be a misunderstanding. Give them a chance to fix it. Document everything, list all the times of the conversations, take note on what was said, keep any correspondences. Write them a formal letter, telling them in clear terms what the problem was and what resolutions you would like. Let them know what further actions you’ll be taking if the matter is not resolved.

Take Action

If they continue to ignore you, then continue with the further actions you proposed – make a complaint to the Better Business Bureau or go on the internet to warn other potential clients or even the media.

You can also file a complaint with several  agencies. First, contact the Federal Motor Carrier Safety Administration (FMCSA).You can file a complaint online or via phone at 1-888-368-7238. Next, email the Department of Transportation’s Office of the Inspector General at hotline@oig.dot.gov. If they are a member of any professional association, such as the American Moving and Storage Association (AMSA), you may be able to contact them for help. Most likely, they’ve agreed to have disputes resolved via arbitration.

If none of these work, call your lawyer.

Hopefully, if you’ve done due diligence, you’ll never have to resort to taking action against the moving company. But always stay alert and protect yourself from unscrupulous movers!