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Household Moves
Each year, thousands of Texans move from one home to
another. Often professional moving companies are hired to complete these moves.
The vast majority of professional moving companies are reputable, honest, and
dependable. A mover who transports a shipment of household goods strictly within
Texas is required to register with TxDOT (Texas Department of Transportation)
and follow consumer protection guidelines. However, the prices charged by
movers, including valuation fees and insurance premiums, are not set by TxDOT.
The following information is provided to help you to be an informed consumer
before, during, and after your move.
Choosing Your Mover:
Under Texas law, anyone offering to perform a moving
service for hire must be registered with TxDOT. You will have many choices of
household goods movers. Since the prices and services offered vary from mover to
mover, you may want to shop around before hiring a mover. Additionally, you may
wish to call TxDOT at 1-800-299-1700 (option 3 from the automated menu) to
verify whether your mover is properly registered. TxDOT can also give
information about the mover's complaint history and annual report. You may also
want to contact other sources such as the Better Business Bureau for
information.
Check out a mover's registration number, references, and
complaint history BEFORE entering into a moving services contract. Remember
legitimate business people have legitimate business expenses. If a price seems
too good to be true, it probably is. Don't be afraid to ask questions, and make
sure you get everything in writing, including the full company name, physical
address, and telephone number of the mover.
Proposal for Moving Services - Getting a Written Estimate
Prior to loading, your mover must provide a written
proposal. The proposal must provide the maximum amount you will be required to
pay at the delivery. The proposal must be one of two types: binding or
not-to-exceed. A binding proposal states the exact price of the move. A
not-to-exceed proposal states the maximum price of the move, but allows the
mover to charge less than the maximum. Informing your mover of all items to be
moved and services you expect the mover to provide will assist the mover in
making the proposal. If possible, you should find out exactly what services you
will need the mover to perform at your destination. Services at the destination
may include "stair carries," "long carries," and "elevator" use. Due to the
additional labor required to provide these services, additional fees may be
charged by your mover. Informing the mover before the move of all items to be
moved and all services to be provided will help avoid misunderstandings and help
prevent the need to amend the proposal.
Your mover is responsible for providing you with a pamphlet
entitled "Your Rights and Responsibilities When You Move in Texas" prior to
moving. The information provided in the pamphlet is similar to the information
provided in this Web site.
This proposal is a maximum price as to what a move will
cost based on the items you tell the mover you want packed and moved. Be sure
the estimator sees everything you want to move and understands any special
services that may be required in your current home and your eventual destination
(e.g. stairs, elevators, etc.) A written estimate should include all the
decisions you have made regarding what you want moved, the size of the vehicle
to be used, required staffing, and the mover's liability for loss or damage.
Have your mover sign your copy of the estimate. Free estimates are available
with most movers.
Pickup and Delivery Dates
In scheduling your move, consider the dates and times for
pickup and delivery. Advise your mover of any deadlines that you might have with
regard to pickup and delivery. To ensure that there is no confusion, note these
deadlines either on your written proposal or moving services contract. If you
are not available at the agreed times, the pickup and delivery may be delayed,
and you may be charged additional fees.
Inventory
Your mover may offer to prepare a descriptive inventory of
the shipment. The inventory will list your goods and note their condition. The
mover may charge a fee for this service only if you agree to the preparation of
the inventory. The mover will ask you to sign the inventory after loading and
possibly after unloading. As with any shipping document, you should review it
for accuracy when your shipment is picked up and delivered. Important: Since
inventories are often used during the claim process, inspect your shipment
carefully. Make sure all boxes and items are accounted for at delivery. If there
is obvious loss or damage, note this on the inventory at delivery.
Moving Services Contract
Your mover will prepare a moving services contract. The
moving services contract may be in the form of a bill of lading, work ticket, or
other receipt. This contract lists important information about your move,
including your name, the mover's name, address and phone number, and the mover's
limitation of liability for loss or damage to your goods. The agreements on your
written proposal provided by your mover become part of your contract. Be sure
all agreements between you and your mover, including services to be provided at
the destination, are written on the moving services contract. Do not rely on any
verbal agreements. Make sure all documents offered by the mover for your
signature are filled out as much as possible before you sign. Read the documents
before you sign your name.
The bill of lading or moving services contract is your
contract with the mover. It states the mover's responsibilities, such as the
services they will perform, when, how and what they will charge for the move,
and what their liability is. Be sure you understand all parts of the contract,
including the section detailing the carrier's liability, and get a copy. DO NOT
sign the contract until you understand and agree with it. Remember, movers are
required to issue you a bill of lading or moving services contract, so don't
hire a mover who doesn't want to use one.
Choosing Coverage - Mover's Liability
Your mover has a basic liability of 60 cents per pound per
article. This means if your 50 pound television is damaged, your mover is liable
for a maximum of only $30. Although your mover cannot reduce his liability below
60 cents per pound per article, he may agree in writing to assume a higher level
of liability. Your shipment will be valued at 60 cents per pound per article
unless you and your mover agree to a higher level of liability on your moving
services contract. Your mover may assess additional fees, (sometimes referred to
as a valuation fee), for assuming the higher level of liability. Noting a higher
level of mover liability (valuation) is not the same as purchasing transit
insurance.
Transit Insurance
You may wish to purchase transit insurance to cover loss or
damage to your goods. Your mover may offer to sell you this type of policy or it
may be purchased directly from an insurance company. Transit insurance is not
regulated by TxDOT or the Texas Department of Insurance, so be sure to read the
transit insurance policy and understand the coverage and any deductibles. Your
mover is required to provide you with a copy of the policy or other appropriate
evidence of insurance purchased through them before the move is begun.
Payment of Charges
You should be prepared to pay the maximum amount of money
shown on the written proposal provided by your mover. The proposal must explain
when you will be required to pay your mover and what forms of payment are
accepted, such as personal checks or credit cards. Remember that the last
amended contract or written proposal lists the total price that you may be
required to pay at delivery.
Keys To a Successful Move
The best way to avoid problems is to plan ahead and be
prepared. No two moving companies are the same, and some are better than others.
It is worth your time and effort to do the following: Choose carefully to only
use a mover registered with the TxDOT. Ask the moving company to provide its
registration number (the number should be on all advertising and paperwork) and
use that number to check the mover's compliance and complaint record.
Get and keep a signed written agreement.
Be ready when the mover arrives.
Accompany the mover to make up an inventory.
Understand and agree with the bill of lading or moving
services contract before you sign it.
Before you move, ask the moving company to explain its
limits of liability and your options for loss and damage protection.
Be at the destination at the time agreed upon for
delivery.
Check the condition of your property before you sign a
delivery receipt or inventory.
Keep copies of all documentation pertaining to your move.
Claims
If you have a dispute about the charges or loss/damage to
your goods, you should first file a written claim with your mover. Include in
your claim the specific amount of money or other solution you are seeking. List
enough information for the mover to investigate your claim. Provide your mover
with any shipping documents and other information requested. You must ensure
that your mover or his agent receives your claim within 90 days of delivery of
the shipment. If your mover does not receive the claim on time, your claim could
be denied. If your claim involves damaged goods, you should preserve the
containers and any damaged goods so your mover may inspect them.
Mover's Response to a Claim
Your mover must contact you within 20 days (excluding
Sundays and holidays) of receipt of your written claim. Your mover has a right
to inspect containers or damaged goods within 30 days of receiving your claim.
Your mover must pay or deny your claim, or make a firm settlement offer, within
90 days of receiving your claim. If you are not satisfied with your settlement,
you can contact TxDOT for mediation or you may pursue the claim in a court of
law. Some movers may have mediation or binding arbitration programs. Before
using a program of this type, be sure to determine if it restricts your right to
pursue your dispute with TxDOT or through legal action.
Mediation by TxDOT
If you wish to file for mediation through TxDOT, you must
submit your request within 30 days after any portion of your claim is denied.
Additionally, if your mover has not paid or denied your claim or made a firm
settlement offer within 90 days of receiving your claim, you have 30 days to
request mediation through TxDOT. The mediation will be held by telephone
conferences, by written submissions, or in person at TxDOT facilities in Austin,
Texas. The cost of the mediator is paid by TxDOT. If you and the mover agree to
a solution to your claim during mediation, your dispute may be resolved. If you
and your mover do not reach an agreement through mediation, you may pursue your
claim through a court of law.
Contacting TxDOT
You may contact TxDOT at any time for information on
household goods moves within Texas. Claims are filed with your mover, and TxDOT
does not settle claims. However, TxDOT can advise you on the claims handling
process and does coordinate the mediation of disputes. If you have questions
about moving within Texas or wish to make a complaint about a mover, you may
contact TxDOT at 1/800-299-1700 (Select Option 3) or through their website at
http://www.dot.state.tx.us
Interstate (Across State Lines) Moves
If your household goods moved across state lines, it does
not fall under the regulations of TxDOT. Consumers may call 1-888-DOT-SAFT
(1-888-368-7238) to report a complaint or submit their complaint in writing to
the Federal Motor Carrier Safety Administration (FMCSA) Office of Public and
Consumer Affairs. All written complaints must be submitted on the FMCSA Consumer
Complaint Form. Copies of the form are available from the FMCSA office or
electronically from the FMCSA website at http://www.fmcsa.dot.gov/factsfigs/formspubs.htm
Dos and Don'ts for Moving Day
How to Avoid Headaches on Moving Day
DON'Ts Don't confront the driver about the bill. Get your
questions answered in advance with a customer service representative or a
manager of the moving company. If you start the move with an adversarial tone,
no one will have a good day!
Don't micro-manage the move. It's a good idea to stay
nearby and to monitor what is going on. However, professional movers know what
they are doing. They are specially trained to handle your personal goods with
care and speed.
Don't ship perishables (anything requiring refrigeration)
or hazardous materials (propane, gasoline, aerosol cans, etc.) on any kind of
move.
Don't be unprepared on furniture placement at destination.
The mover will re-arrange furniture, but remember that you are being charged by
the hour.
Don't forget to tell the mover about all of the possessions
they will move. Remember to specify the conditions at destination (i.e.
elevators, stairs, delivery conditions for van placement) which could result in
extra charges.
Don't expect the mover to perform plumbing or handyman
services. You are responsible for unhooking your household appliances including
ice makers. Television sets can actually sustain internal damage if they are
unplugged fewer than 24 hours before a move.
DOs If more than three rooms must be moved, ask for a
representative from the moving company come to your home, apartment or office.
To provide an accurate estimate, the mover must see your possessions and the
layout of the location. This will give them insight as to the type of personnel
and equipment that will ensure a smooth and successful move.
Book a move weeks in advance. This lead time will give the
mover the opportunity to schedule the proper equipment and labor to ensure a
successful move.
Take the time to read and understand the documentation. For
local moves (up to 100 miles), the hourly charges begin when the moving van
arrives at origin and concludes when the services have been completed at
destination. The drive time between origin and destination is doubled to
compensate for the time to deliver the equipment and labor to origin; and from
the moving destination back to the terminal. Distance moves (over 100 miles) are
billed by weight (per 100 lbs) and mileage.
Keep a copy of all your documentation in the event it is
necessary to file a damage claim.
Buy professional packing supplies from the mover or another
supplier. Your possessions can be damaged in transit if they are stored in
inappropriate boxes and carriers.
Use Styrofoam packing chips, bubble wrap, and unprinted
paper to protect breakables.
When doing your own packing, help your mover to be
successful by packing heavy items, such as books, in smaller boxes. Light items
should be packed in larger boxes. Visit your mover to see specific-use boxes for
books, dishes, lamps, paintings, clothing, etc.
Be courteous and professional to the crew. They are moving
your possessions. While it is not necessary to offer them water or sodas during
the move, these acts of kindness are important for establishing a positive
relationship with your moving team.
Tips to Avoid Moving Company Fraud
Don't book your move on-line or over the phone without
verifying that the mover has a location in your area. Drive by the location. Go
in and meet the company's personnel. Use your instincts to discern if the
company's personnel appear to be professional and trustworthy. Let your common
sense guide you … but don't stop there!
Verify the company's license. All movers are required by
law to demonstrate their legitimacy on all their documentation.
Obtain written estimates for moves of three or more rooms.
Legitimate movers are price competitive. Make sure the estimates are based on
the same factors (i.e. move and pack; move only, etc.) If a company provides an
unusually low bid … beware! The company could be illegal, or they may have made
an error while estimating your move. If the latter is the case, the price will
likely escalate on moving day.
Illegal movers may charge by the cubic foot. Legal movers
charge by the hour (local moves), and by weight/mileage (distance moves).
Bandits "rip off" innocent consumers by charging exorbitant
fees for extensive and unnecessary packing on items that should be pad wrapped.
Furnishings should be wrapped with shrink wrap or protected with special moving
blankets.
Bandits will intimidate consumers to tip the crew. Tipping
is not customary but it is accepted when the customer has received exceptional
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