Whether you are moving across town or across the country moving can be a major headache. Getting everything organized. Packing up the boxes and then hiring a mover for the big day.

After years of moving complaints being on the decline I have noticed a huge increase in moving complaints in the past month. I have had more then a dozen within the last two weeks. Generally people complain about:

  • Being overcharged
  • Billing errors and disputes
  • Quality of service
  • Lost or damaged items

According to the Better Business Bureau, there were 659 complaints and 111,105 inquiries about movers in 2008.

It ranks as the 6th most common complaint, behind roofers and auto dealers.

In Ontario, the Ministry of Consumer Services has received 182 written complaints and 360 inquiries regarding moving companies from January 2008 until now.

Consumers have a right to fair estimates, full disclosure of costs, fees and charges and freedom from ransom.

My moving tips:

  • Never accept estimate over phone
  • Avoid large deposits upfront
  • Get detailed contract
  • Make sure all fees are disclosed
  • Ask for proof of insurance

Here is some good info excerpted from The Consumer Checklist for Choosing a Moving Company from Canada's Office of Consumer Affairs (Industry Canada)

Much of the stress that comes with moving can be relieved by hiring the right people to do the job. When choosing a moving company, it is wise to do some research before making a selection, and to ask your family and friends for the names of companies they recommend. It is also useful to call organizations such as the Better Business Bureau for a list of suggested movers. You may want to find out if the mover is a member of an association of movers or a certified reputable mover program.

Start with these questions

� Does the company know about and agree to abide by the terms of the Good Practice Guidelines for Canadian Movers? Does the company provide you with a pamphlet that outlines customer and mover rights and responsibilities, as well as written material regarding mover liability for loss or damage, optional programs available, limitations on liability and additional costs associated with each level of liability?

� Is the company insured? Ask them to provide you with the insurance company's name and policy number

� Does the company have their own equipment, or will a sub-contractor or another company be providing the service? Which company? What is their record like? Get references.

� Who will be providing services at the end of the move, such as unpacking, claims settlement, and storage? Is it the same as the original company, an affiliated van line, or someone else?

� If your belongings will be left overnight in a moving van, will the van be kept in a secure facility? Be sure to use a company that uses vehicles designed for household goods moving and storage.

� Whose storage facilities will be used - the company's or a third party's? It's a good idea to visit and check out the company's offices, storage facilities and vehicles before you move.

� Does the mover have a Workers' Compensation Board certificate? If not, you may end up paying for any employee injuries during the move.

Ask for an estimate

� For a long distance move, a reputable mover will want to inspect your belongings to help prepare a comprehensive quote. If a company says the inspection isn't necessary or wants to provide a quote over the telephone, you're probably better off dealing with someone else. Make sure that everything that needs to be moved is shown to the movers during the estimate, and find out how much it will cost if you need to add any items on the day of the move.

� When asking for an estimate, be sure to give the mover precise information about the location of your old and new residence. Notify the movers of obstacles such as stairs or escalators that will require special navigation. To avoid being charged more later on, give the movers as much information as possible.

� It is helpful to make an inventory of everything you want moved, from the basement to the attic, and ensure that special arrangements are made for goods requiring special attention (e.g. electronics, appliances, pianos).

� Be sure to get estimates and all other assurances in writing, including the delivery date, as well as the full name of the person you spoke with.

� The estimate should be on company letterhead and state the name, telephone number and address of the company, as well as a full estimate of the number of boxes to be moved, the size and value of items, the cost per hour or flat rate and terms of payment, and timing of services to be provided. If items are being moved out of the country, be sure to obtain the name and address of the moving agents who will be handling your move at the destination.

� For a local move, the estimate should provide the number of hours the move will take to complete. Make sure the estimate is dated and includes the date of the move. Don't sign a contract unless these options are spelled out in writing.

� Don't be afraid to negotiate. Beware of a price that is much lower than others. This could be an indicator of sub-standard service or higher charges to come later.

� Beware of movers who offer to forego the Goods and Services Tax (GST) or who only accept cash payments. These are often indicators of an unscrupulous mover and one who is unlikely to pay claims or even deliver your goods.

Get the details

� Who is responsible for packing? Ask about liability if you pack the items yourself.

� Can boxes from other places like a grocery store be used?

� Should all owner-packed boxes be sealed and labelled?

� Are any licences or customs documents required, e.g., at border crossings? Who will prepare them?

� Are there special seasonal rates or any other factors that may affect the cost of the move? It can be less expensive to move between October and June, or at mid-month.

� If a deposit is required, will the money be put in trust, as is required in some provinces and territories? Is it refundable? Clarify methods of payment at the outset.

� What are the terms and conditions of protecting your goods under the mover's Replacement Value Protection policy, including coverage for those goods you packed yourself? Is there a deductible, and if so, how much is it?

Do your best to check out a mover before hand. How long have they been in business? Do they have a good reputation? Have you checked the Better Business Bureau to see if there are complaints against them? Do you know their physical address so you don't end up going to a post office box if there is a problem.

If you do have a dispute they may try to keep your stuff on a truck until they get paid. The police most likely won't come to help because it is a civil matter. You may be able to take them to small claims court but you may have trouble collecting even if you win. You should file a complaint with your Provincial Consumer Ministry but they are usually swamped and you may be one of many people seeking compensation. Doing your homework before hand can help stop you from ending up with a nightmare mover.