The worst case — and all too common — scenario is that the movers are late, not careful with belongings and the invoice is often far larger than anticipated for extra, hidden costs. Avoid falling into familiar problems by following our practical advice.
Quick Tips
- Don’t choose the cheapest company you see in the telephone directory — cheapest doesn’t necessarily mean the best.
- Ask friends and relatives for moving company recommendations.
- Call at least three moving companies to set up estimate appointments.
- Ask for references and check them.
- Choose a local moving company, if possible.
- A reputable mover will want to inspect your furnishings to help prepare a quote. Don’t deal with a moving company that says the inspection isn’t necessary or wants to provide a quote over the telephone.
- If your move involves the storage of goods, go to the storage facility and check it. If the company doesn’t want you to see its operation, hire someone else.
- Find out who’s responsible for loss or damage.
- Determine fair insurance value for irreplaceable items.
- Find out if your household insurance already includes coverage for goods in the event of an accident happening while they are being moved.
- Contact your insurance agent or broker and inquire about purchasing extra coverage.
- Ask the movers if they offer liability coverage. Be aware that many company plans won’t cover your articles if you’ve packed them yourself.
Contracts
What should be included in a moving contract? In addition to mandatory disclosures that may apply to agreements under Part IV of the Consumer Protection Act, 2002 the ministry suggests you also include the following information:- the estimate (and date it was determined). Under law, the final price cannot be more than 10 per cent above the estimate in your agreement;
- size and value of items;
- estimate of the number of boxes to be moved (including cost per hour/flat rate and terms of payment);
- who is responsible for packing;
- standardized packing containers are being used;
- number of staff, number of hours and size of vehicle;
- any licences, customs documents required (i.e. at border crossings);
- if goods are to be insured, the name of the person who holds the policy.
Moving Day Quick Tips
To ensure that all goes well, the Ministry of Government Services suggests the following tips:
- Check to make sure that the sides or tops of packed boxes are marked for easy identification;
- Personally transport valuables such as jewelry, money or important personal documents;
- Protect yourself from loss or damage by supervising pickup and delivery;
- Before signing off and allowing the movers to leave, make sure that any missing or damaged items have been recorded on the contract and/or inventory list.
Need Help?
There are many incidents of movers who insist on being paid before your goods are unloaded and, often, the bill far exceeds the estimate. It is an unfair business practice for a person to hold onto your belongings in order to pressure you into renegotiating the terms of the agreement. In these cases, the ministry advises that the consumer:
- first, insist on adhering to the agreed contract;
- tell the movers they are breaking the law, if they won’t adhere to the contract, and that, given no choice, you are paying under protest;
- follow the procedures for filing a complaint immediately afterwards. If that doesn't produce results, see our Need help section.
From Our Consumer Files
The case of unstored goods
The Ministry of Government Services charged a moving company and its director with two counts of unfair practices.
The investigation resulted from a complaint received by the ministry from a consumer who stated that she had paid to have household property moved into a storage facility for a year and to provide insurance for her goods while in storage. The consumer later discovered that her property had been disposed of and that the mover had apparently failed to pay the lease on the storage site, as agreed. The consumer was unable to place a claim against an insurance policy for her missing property.
This matter went to trial. Convictions were registered and the corporation was fined $30,000. The mover was ordered imprisoned for 30 days on each of two counts and made subject to a two-year probation order, during which time he was required to make restitution to the consumer in the amount of $40,000.
The case of the missing home furnishings
The charges in this case resulted from an investigation of a complaint from a consumer who had entered into a contract with a moving company. The consumer stated that some of the goods were damaged and went missing during the move, that the amount charged was more than what was quoted and that the mover misled the consumer into believing the company was associated with another well-known mover.
The court ordered the company to pay a $2,000 fine. In addition, its principal was ordered to pay $6,000 in fines and $4,000 (plus costs) in restitution.
The guilty party failed to make restitution to the consumers and was further charged with Breach of Probation, to which he pleaded guilty. He was fined $600. The consumer received $4,973.51 in restitution.
The case of the phoney mover ad
Throughout a one-year period, a moving company advertised in local telephone books for Toronto and outlying areas. The Ministry of Government Services subsequently received complaints from consumers who contracted and paid for furniture to be moved.
The consumers stated that they met with, and paid, a man who took payments in cash or by cheque. The moves did not take place as promised and the business address given to consumers didn’t exist.
Investigators with the ministry charged the individuals involved with two counts each under the Business Names Act and one of the accused made restitution of more than $3,000 and was fined $2,000. The other was sentenced to 90 days' imprisonment, two years probation and a $1,000 fine, and was ordered to pay a further $3,000 restitution.
Moving Statistics
| Complaint Type | Number |
|---|---|
| Written | 98 |
| Phone | 285 |
| Total | 383 |
Inquiries/Complaints:
- Lost or damaged goods;
- Storage problems;
- Unsatisfactory service.
Services for Business
Services for Individuals
