5 Common Problems With Moving Companies (And How to Avoid Each One)

Most of the time, hiring a moving company saves you a lot of headache. But while most movers work hard to deliver reliable service, reports of damaged furniture, surprise fees, and late arrivals appear more often than they should. To help your move run smoothly, this blog will explore some of the most common problems with moving companies, while offering a few practical tips for avoiding them.

Pricing Issues

In the majority of cases, unexpected charges are the result of misunderstandings or miscommunication ‒ movers either fail to explain their pricing structure or homeowners don’t fully explain their needs or understand their contract. However, some companies deliberately mislead their customers by quoting a low price before the move, then demanding extra money once everything’s loaded onto the truck. Commonly referred to as “rogue movers,” these companies can cost customers thousands of dollars in bogus fees. Fortunately, because they operate outside normal protocols, distinguishing rogue movers from legitimate ones is fairly easy.

How to Spot Rogue Movers

Rogue movers rarely operate in one place for very long. Nonetheless, homeowners need to be on their guard and watch out for the signs they’re dealing with a dishonest moving company.

• No Credentials. Every interstate mover has a DOT number issued to them by the Department of Transportation, while local movers are licensed by the state they operate in. Customers can look up their mover's credentials on a government database. Don't hire any company without a DOT or license number.
• No Physical Address. Legitimate movers have a central office that houses their trucks, supplies, and equipment. Rogue movers, on the other hand, often use a PO box instead of a physical location. Some only list a phone number.
• No Written Contract. Reputable movers provide itemized quotes that list their fees and services. Most rogue movers prefer verbal agreements, since they can’t be enforced. Some do provide written contracts, but use vague language regarding costs. Watch out for phrases like “subject to change” or “charges will be calculated upon completion.” Missing details, such as delivery dates, insurance coverage, or inventory lists are another red flag.
• No Branding. Moving companies proudly display their logo on their trucks, documents, and uniforms. Any company that shows up with unmarked trucks or paperwork should be suspect.
• No Digital Footprint. Movers with a history of helping customers should not only have a website, but years of customer feedback. Companies with no ratings or testimonials on review platforms like Google, Yelp, or the Better Business Bureau should be treated with caution.
• No Insurance Information. By law, every mover is required to provide customers with basic insurance coverage. In fact, their information is often included on their website and moving quotes. Any company that doesn’t list their insurance carrier or policy number is operating illegally.

How to Avoid Pricing Issues

Transparency is the best way to keep your budget on track. While every moving company utilizes a similar cost structure, their pricing strategies are rarely identical. To prevent unexpected fees:

• Ask for a Binding Quote. Binding quotes guarantee the price of your move based on the estimated weight of your belongings, the services you’ve requested, and the distance you’ll be traveling. With a non-binding quote, you can easily wind up paying more than anticipated if the final weight of your shipment is higher than expected.
• Get Everything in Writing. Besides asking for a written contract, make sure you clarify hourly minimums, travel fees, and charges for fuel, stairs, packing, long carries, and insurance. When asking for additional services, don’t agree to anything that doesn’t have a specific price attached to it.
• Ask for an In-Person Assessment. Asking movers to inspect your household in person is the best way to prevent them from over-estimating the weight and volume of your belongings. (Reputable movers often insist on this.) If you can’t arrange a time for them to come to your home, many movers will perform virtual inspections over Zoom or Facetime.
• Communicate Clearly. Explain your needs to the mover, so they aren’t caught off guard when they arrive to load or unload your belongings. Stairs, bulky items, and long distances require additional manpower and equipment. They also increase the time required to transfer items to and from the van, which adds to the final bill. While there may not be a way to work around these types of obstacles, talking to your mover ahead of time ensures you’re prepared for any additional costs.

Damaged Goods

Broken items are one of the most common problems with moving companies. Damage often occurs when crews are untrained, under pressure, or cutting corners. Protecting your belongings starts with choosing movers who take their time, practice proper lifting techniques, and bring the equipment necessary to transport, store, and secure household goods.

Check the reviews and complaints of every company you contact. Verify their credentials and ask about their supplies, training, and equipment. But while vetting your moving company is the most important step, there are several other precautions you can take to safeguard your belongings.

How to Prevent Damaged Goods

Protecting household goods takes more than the right supplies. You need the right packing techniques and oversight, starting in the weeks leading up to your move and continuing all the way to final delivery. To prevent damage:

• Use Safe Packing Methods. Use boxes made of corrugated cardboard, for added strength. Double tape the seams and add a layer of packing paper or bubble wrap to the bottom of the box for cushioning. Prevent tearing by placing lightweight items in large boxes and heavy items in small ones. Fill gaps with packing paper, packing peanuts, or bubble wrap, to keep items from shifting during transit. Fragile items should be wrapped separately before being packed away and their boxes should be labeled “FRAGILE” on every side. Label the top of the box as well, so movers know how to stack them.
• Supervise Loading. Professional movers know how to secure large, bulky, and fragile objects. Nonetheless, watch how everything is carried, loaded, and stacked inside the truck, to make sure it’s done according to your instructions. Point out specialty items and make sure your movers are aware of anything that requires extra care. Goods that are particularly valuable should be transported in your car.
• Inquire About Travel Conditions. Ask whether your goods will be shipped in an exclusive or shared container. Sharing space saves money, but increases the risk of damage, because it means your items will likely be handled multiple times during their journey. If you have specialty items, find out how your movers plan to secure them (straps, blankets, load bars, etc.).
• Review Before Signing. At the end of your journey, inspect boxes, check large items, and note any damage on the bill of lading before signing. Take photos of any dents, scratches, or tears and contact the moving company immediately to file a claim.

Late Deliveries

Delays are one of the biggest frustrations customers have with moving companies, especially when relocating across the country. In many cases, the problem occurs for reasons beyond the mover’s control, such as service rules, limited route options, and the difficulties involved with operating a commercial vehicle on open highways. With that in mind, however, there are still concrete actions you can take to minimize the risk of delays.

How to Prevent Late Deliveries

Even with the best precautions, it’s impossible to guarantee your moving truck will arrive on schedule. Nonetheless, there are ways to hold your movers accountable, including:

• Choosing the Right Service. Movers sometimes combine multiple shipments into a single truck (known as a co-mingled shipment). This reduces costs for customers, making it a good option for individuals trying to save money. However, co-mingled shipments require movers to make more stops, increasing the chance of delays. Hiring an exclusive-use truck is more expensive, but ensures goods are sent straight to your door.
• Get the Delivery Window in Writing. Your bill of lading should include your pickup and drop-off dates. Contracts that include phrases like “as soon as possible” or “subject to availability” allow movers to deliver your goods at their own pace without any penalty.
• Stay in Contact. Before leaving, get your driver’s phone number so you can call them on the road. You can also request daily updates. Some companies offer GPS tracking so you can follow their truck in real-time!

Slow Service

While long-distance movers charge a flat rate for their services, local movers normally charge by the hour ‒ with a minimum fee to cover costs, often equivalent to 2-4 hours work. This arrangement is designed to ensure customers don’t pay for more time than they need.

However, in some cases, the opposite happens. Jobs take longer than necessary, costing customers far more than they’d anticipated. The best way to prevent slow service is to choose a moving company with a reputation for efficiency. However, there are several other steps you can take to help your movers on track.

How to Prevent Slow Service

Since movers want to protect their reputation, slow service is often a consequence of poor planning. Before the movers arrive, homeowners need to:

• Get a Written Estimate with a Timeframe. Open-ended contracts encourage movers to work slowly. Get your moving company to commit to a certain number of hours and specific crew size, to make sure the move is finished on schedule.
• Be Ready on Moving Day. Make sure everything is packed, labeled, and ready to go the moment the crew arrives. Time spent prepping your belongings is time that can’t be spent loading the truck.
• Communicate Clearly. Before starting, go through your home and point out priority items to your crew. Label each box (bedroom, bathroom, living room, etc.) so your movers know where to put it without asking. Finally, make sure you’re available to answer questions. It's also a good idea to check in with your workers periodically throughout the day, in case there are any concerns.
• Reserve Parking Spaces and Elevators. Communities and apartment complexes generally have strict rules regarding commercial vehicles. To prevent congestion, most require you to apply for a permit ahead of time if you want to park on the street or loading dock. Likewise, apartment buildings normally ask you to reserve cargo elevators. Failure to secure permission drags out the process, forcing movers to wait while you complete the necessary paperwork.

Insurance Disputes

By law, every moving company is required to insure your belongings. However, problems arise when customers assume that basic coverage pays more than it does or are unaware of the options available to them. Because insurance disputes can take weeks or even months to resolve, homeowners need to understand their coverage before the movers arrive, so they’re ready in case something happens.

How to Prevent Insurance Disputes

While moving companies are responsible for any items lost or stolen during the relocation process, coverage limits and lack of documentation mean that some homeowners aren’t fully compensated for their losses. To protect yourself:

• Research Insurance Policies. Despite its name, basic moving coverage is not designed to protect your belongings. It’s a modest form of liability that only pays sixty cents per pound per item. Put simply, if a 200 pound sofa was damaged during transit, you’d only be entitled to $120 (200 x 0.6 = 120). For broader protection, homeowners need to purchase full value coverage instead. These policies require movers to repair, replace, or reimburse you for the full cost of damaged goods. Full coverage is available through most movers, but you can purchase a policy through a third party as well.
• Get Everything in Writing. Your contract should list the policy you’ve chosen, as well as its terms and conditions. Submit an inventory to your moving company ahead of time, documenting all the items covered, along with their condition and value, to avoid disputes about what was lost or damaged. If you’ve had your items assessed, include the report with your moving agreement and other paperwork.
• Take Pictures. Creating a visual record of your belongings makes it easy to prove damages. Concentrate on high-value items, noting any existing signs of wear such as scratches and dents, which moving companies aren’t liable for.
• File Claims Promptly. Familiarize yourself with the mover’s claim procedure and follow it exactly. Missed steps can lead to delays or possibly even void your request for reimbursement. For interstate moves, claims must be filed within nine months. Because local moves aren’t federally regulated, their timeframe varies between moving companies. Review your contract and moving sheet for a precise deadline.

Final Tips

Movers coordinate logistics and handle the heavy lifting, but it’s homeowners who lay the groundwork for a successful move. To avoid common problems with moving companies:

• Research movers in your area
• Choose a reliable team
• Ask for everything in writing
• Review your contract
• Use safe packing methods
• Communicate your needs clearly
• Supervise the loading and unloading process

By following these simple steps and keeping an eye out for red flags, you can be confident your move is in good hands. The right moving company keeps the relocation process running smoothly end-to-end, so you can focus on the excitement of settling into your new home.

Long-Distance Moves Made Easy

North American strives to make moving as stress-free as possible. Our support helps you avoid problems at every stage of your relocation, from planning to packing to shipping, storage, and final delivery. With customized solutions designed to fit your needs, schedule, and budget, our teams ensure peace of mind from start to finish. Contact us today for a free quote!